Callminer
SEPTEMBER 24, 2024
Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools gather data and deliver real-time insights.
AWS Machine Learning
SEPTEMBER 24, 2024
Legal professionals often spend a significant portion of their work searching through and analyzing large documents to draw insights, prepare arguments, create drafts, and compare documents. The rise of generative artificial intelligence (AI) has brought an inflection of foundation models (FMs). These FMs, with simple instructions (prompts), can perform various tasks such as drafting emails, extracting key terms from contracts or briefs, summarizing documents, searching through multiple document
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Cisco - Contact Center
SEPTEMBER 24, 2024
Learn how Cisco’s unique integrations protect RADIUS authentications when connecting to the network.
AWS Machine Learning
SEPTEMBER 24, 2024
The climate crisis is one of the greatest challenges facing our world today. Its impacts are far-reaching, affecting every aspect of our lives—from public health and food security to economic stability and social justice. What’s more, the effects of climate change disproportionately burden the world’s most vulnerable populations, exacerbating existing inequities around gender, race, and socioeconomic status.
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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.
SharpenCX
SEPTEMBER 24, 2024
Get insight into key omnichannel customer service moments and real-world success stories for contact center moments that matter most.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NobelBiz
SEPTEMBER 24, 2024
A strong and reliable communication platform is key to keeping any business running smoothly and effectively. Among the leading VoIP solution providers for quite some time now is Nextiva, offering businesses an all-in-one communication system. Though strong, Nextiva does not claim perfection in every feature it has for any business. The reason one seeks an alternative is for more advanced integrations, automation, or simply one feature that is specifically attuned to a company’s needs.
CSM Magazine
SEPTEMBER 24, 2024
Responsible gambling plays an important role in maintaining a safe and controlled process for all participants. Maintaining an informed approach helps minimize risks and makes for a balanced and safe entertainment expertise. As part of its work, ViperSpin Casino actively implements measures to support responsible behavior by providing users with tools to control their activity.
JustCall
SEPTEMBER 24, 2024
You know what never gets old? Love. After all, behind the little blue JustCall logo, there’s more than 300 of us folks working with a singular purpose – to help our customers fulfill their entrepreneurial dreams. And when they reward us with appreciation and love, it’s incredible. So forgive us when we say that getting 132 G2 badges this quarter got us a bit emotional.
CSM Magazine
SEPTEMBER 24, 2024
Clients expect exceptional service from their law firm – here’s a roadmap to delivering just that. Excellent customer care is no longer a frill, it’s a fundamental requirement in the legal profession. Legal expertise is just the starting point. Clients want a legal partner who truly gets them, responds promptly, and becomes an trusted ally.
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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.
Kapta Customer Success
SEPTEMBER 24, 2024
Introduction to Customer Engagement Customer engagement has emerged as a crucial factor in driving revenue and retention from existing customers. It represents the emotional connection and ongoing interactions between a company and its customers throughout the customer journey. Effective customer engagement strategies foster strong relationships, drive loyalty, and ultimately lead to increased customer retention and revenue growth.
CSM Magazine
SEPTEMBER 24, 2024
Global healthcare refers to the availability and quality of health services worldwide. It’s crucial to understand the differences in healthcare standards and access across countries. For those who travel, work, or live abroad, like expatriates and digital nomads, knowing about healthcare options can greatly improve their health. It’s important to learn about the healthcare system in your destination country.
AWS Machine Learning
SEPTEMBER 24, 2024
This post is co-written with Vraj Shah and Chaitanya Hari from DoorDash. DoorDash connects consumers with their favorite local businesses in more than 30 countries across the globe. Recently, they faced a significant challenge in handling the high volume of calls from its contractor delivery workers, known as Dashers. With a user base of over 37 million active consumers and 2 million monthly active Dashers at the end of 2023, the company recognized the need to reduce the burden on its live agent
ShepHyken
SEPTEMBER 24, 2024
Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like the agent or salesperson is disinterested and unauthentic, resulting in an overall “blah” experience.
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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.
AWS Machine Learning
SEPTEMBER 24, 2024
This post is co-written with Deepali Rajale from Karini AI. Karini AI , a leading generative AI foundation platform built on AWS, empowers customers to quickly build secure, high-quality generative AI apps. GenAI is not just a technology; it’s a transformational tool that is changing how businesses use technology. Depending on where they are in the adoption journey, the adoption of generative AI presents a significant challenge for enterprises.
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