Vistio

MARCH 25, 2024

As AI’s impact continues to ripple throughout virtually every industry, one area where artificial intelligence (AI) has sparked a lot of optimizing is customer service, where CX leaders are imagining a world in which AI-powered chatbots can respond to any customer inquire through automated messaging services. But as many recent AI failures in the customer service world have illustrated, while such innovations hold great potential, they are not without their challenges and risks.

Customer Service 52

Customer Service Chatbots Scripts Analytics 52

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of be

Customer Service 206

Customer Service Call Center Call center experience Chatbots 206

C3Centricity

MARCH 25, 2024

It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! Why is this? I believe it is because their ROI is longer-term and often difficult to prove. They therefore make the perfect target for sweeping reductions. What they all need is a strategic growth blueprint.

Marketing 114

Marketing B2C B2B Consulting 114

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe is an AWS service that allows customers to convert speech to text in either batch or streaming mode. It uses machine learning–powered automatic speech recognition (ASR), automatic language identification, and post-processing technologies. Amazon Transcribe can be used for transcription of customer care calls, multiparty conference calls, and voicemail messages, as well as subtitle generation for recorded and live videos, to name just a few examples.

Best practices 105

Best practices APIs Transportation Personalization 105

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

Cisco - Contact Center

MARCH 25, 2024

Cisco Catalyst Center is a powerful network controller and management dashboard that simplifies customer IT operations in enterprise and campus networks via valuable insights, time-saving automation,… Read more on Cisco Blogs

Enterprise 98

Enterprise Management Customer Experience 98

Cisco - Contact Center

MARCH 25, 2024

Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more?

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Help Scout

MARCH 25, 2024

From accessing order details to processing refunds and cancellations all in one place — learn how to spend less time switching systems and more time taking care of customers with Help Scout's Shopify integration.

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Cisco - Contact Center

MARCH 25, 2024

Programmatically filter uncommon DNS Requests with Cisco Umbrella APIs We use the Internet in our everyday lives to get work done, manage our lives, and even socialize.

APIs 95

APIs Management 95

CSM Magazine

MARCH 25, 2024

BigChange has developed a handy tool using Artificial Intelligence (AI) to automatically draft emails. The ‘Draft My Email’ feature transforms brief notes into consistently accurate, professional emails. It is designed to be flexible, understanding the nuances of tone, length, and context and each draft can be easily customised. Draft My Email prepares a message for review which can then be copied and tweaked before being sent.

Finance 52

Finance CRM Enterprise Technology 52

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Analytics

Cisco - Contact Center

MARCH 25, 2024

Hi there! I´m a Solutions Engineer working with Collaboration and Customer Experience solutions, and one thing I’ve learned is “one size does not fit all.

Engineering 96

Engineering Customer Experience APIs 96

Working Solutions

MARCH 25, 2024

As businesses adapt to changing customer needs, the demand for specialized CX teams has skyrocketed. Building a successful on-demand team requires more than hiring the right people; it requires a strategic onboarding process to train and retain expert agents effectively.

Customer Experience 52

Customer Experience 52

CSM Magazine

MARCH 25, 2024

“The customer is always right” is a timeless phrase. But if your customer is being unreasonable, or worse, abusive, should you simply hang up? Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. Their role requires patience, empathy, and exceptional communication skills, particularly because they often deal with frustrated or disgruntled callers.

Scripts 52

Scripts Call Center Contact Center Customer Service 52

Unymira

MARCH 25, 2024

Just as a Michelin-starred menu depends on exquisite ingredients, the readiness of your IT Asset Management (ITAM) process depends on exceptional data quality. But is your data up to par? Many IT teams fear that their data might be the Achilles' heel of their ITAM efforts. Let's delve into how trustworthy data can unlock opportunities for decision-makers.

Management 52

Management 52

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Cisco - Contact Center

MARCH 25, 2024

Today, I am excited to share an update about Cisco’s Executive Leadership Team (ELT).

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Comm100

MARCH 25, 2024

When it comes to designing chatbots, there are a few simple practices that separate helpful, high-performing bots from chatbots you’d rather see put out of their misery. Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. Whether you’re planning a customer support chatbot for your website or building an engaging marketing bot for Messenger, being aware of the do’s and don’ts of bot planning and developme

Chatbots 98

Chatbots Journey mapping Personalization Customer Support 98

Cisco - Contact Center

MARCH 25, 2024

Introduction In the ever-evolving landscape of modern manufacturing, operational simplicity stands as a cornerstone for success.

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