Vistio
JUNE 24, 2024
Traditionally, contact center training programs relied heavily on classroom-based instruction, where new hires would spend days or even weeks learning the ropes. While this method has been effective to an extent, it has significant limitations. Enter artificial intelligence (AI), which is transforming how training is conducted, making it more dynamic, continuous, and personalized.
Callminer
JUNE 24, 2024
CX tools make it easier for businesses to connect with and learn from their customers. From social media management to sales automation, these tools target customer satisfaction and loyalty.
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Upstream Works
JUNE 24, 2024
Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post How AI Optimizes the Omnichannel CX Journey appeared first on Upstream Works.
AWS Machine Learning
JUNE 24, 2024
This post is a continuation of Creating Natural Conversations with Amazon Lex QnAIntent and Amazon Bedrock Knowledge Base. In summary, we explored new capabilities available through Amazon Lex QnAIntent, powered by Amazon Bedrock , that enable you to harness natural language understanding and your own knowledge repositories to provide real-time, conversational experiences.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Cisco - Contact Center
JUNE 24, 2024
Announcing Cisco Workflows, which effortlessly scales across millions of endpoints worldwide while ensuring unmatched security and seamless integration with hybrid cloud environments. Leveraging our cloud connect technology, our platform automates operations across public cloud and on-premises assets, offering unparalleled flexibility and efficiency.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
JUNE 24, 2024
Pelin Salem is a Radio Regulatory Technical Leader at Cisco who spearheaded an initiative that reduced testing time, improved energy efficiency, and reduced greenhouse gas (GHG) emissions. In our interview, she describes how collaboration is vital when developing new climate solutions.
OctopusTech
JUNE 24, 2024
Choosing the right content management system (CMS) is crucial for setting up a professional website or online store. As we enter 2024, two leading options are Wix and Shopify. They both offer easy-to-use website builders along with ecommerce features to sell products online. But which is better for your needs? Read this Shopify vs Wix comparison and we will share the details you want.
Cisco - Contact Center
JUNE 24, 2024
See how the DevNet Engineering team automates the task of updating the changelog plus release notes by utilizing the OpenAPI specifications.
Integrity Solutions
JUNE 24, 2024
Imagine having a sales team coach who sees the potential in you that you don’t even see in yourself—and then is committed to helping you help live up to that potential. Most leaders agree that the role of sales team coach play a key role in helping salespeople achieve their goals. However, there’s a big gap between this recognition of the importance of coaching and the amount of coaching that’s actually being done.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
COPC
JUNE 24, 2024
Maintaining high customer experience (CX) standards determines survival in a competitive market, where customer loyalty is hard to earn and easy to lose. However, recent studies present a conflicting view of CX. Some research paints a grim picture of deteriorating service quality, while other studies found areas of significant improvement. This article explores these divergent findings, drawing comparisons to uncover the actual state of CX today.
Kapta Customer Success
JUNE 24, 2024
Strong account management is essential to retain and grow your top clients for long-term business success. Read how to build a successful team of account managers.
Zappix
JUNE 24, 2024
In the evolving landscape of customer care, outsourcing has long been a go-to strategy for businesses looking to streamline operations and reduce costs. However, as we dive into 2024, the role of outsourcing in customer care is undergoing a dramatic transformation. No longer just a means to cut expenses, outsourcing is emerging as a powerful source of innovation and skilled capacity.
Cisco - Contact Center
JUNE 24, 2024
Cisco Live 2024! The event brought together 21,000 industry leaders and technology enthusiasts. This year we had the opportunity to share how our customers can accelerate digital transformation, fortify tech infrastructures, and enhance observability and vulnerability management for financial institutions.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
CSM Magazine
JUNE 24, 2024
The online casino industry in Europe is more widely regulated than in the US. This regulation ensures the fair and transparent nature of online casinos on the continent. The European Gaming and Betting Association (EGBA) plays an important role. It was set up to provide standards for the casino industry, and operators registered with EGBA adhere to these standards, which include responsible gambling measures and transparent and accurate customer service.
Cisco - Contact Center
JUNE 24, 2024
Cisco Live 2024! The event brought together 21,000 industry leaders and technology enthusiasts. This year we had the opportunity to share how our customers can leverage the Visibility, Insights, and Action steps to create the future of the guest and fan experience.
Concentrix
JUNE 24, 2024
Discover how Concentrix’s AI-powered KYC remediation platform helped an insurance client ensure regulatory compliance and enhance customer experience.
Cisco - Contact Center
JUNE 24, 2024
At Cisco, we believe the growth of our company is inextricably linked to the growth of our people. Read to learn more about our premier learning and development opportunity, Cisco Illuminate, and our journey to power an inclusive future for all through innovative learning.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Concentrix
JUNE 24, 2024
Explore the boundaries and challenges of generative AI, including its capabilities, ethical considerations, and potential for innovation.
Cisco - Contact Center
JUNE 24, 2024
CDO now in India & Australia; evolves to Cisco SCC in 2024.
C3Centricity
JUNE 24, 2024
Insight development is based on gathering information, then data integration and analysis. However, organisations often find this challenging due to multiple sources, formats and time scales. Do you? Many companies struggle to benefit from all their data and information because they don’t know how to turn it into insight, or their insights remain interesting but not actionable.
AWS Machine Learning
JUNE 24, 2024
This post is co-written with Jhanvi Shriram and Ketaki Shriram from Krikey. Krikey AI is revolutionizing the world of 3D animation with their innovative platform that allows anyone to generate high-quality 3D animations using just text or video inputs, without needing any prior animation experience. At the core of Krikey AI’s offering is their powerful foundation model trained to understand human motion and translate text descriptions into realistic 3D character animations.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
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