AWS Machine Learning

DECEMBER 20, 2023

Customers are faced with increasing security threats and vulnerabilities across infrastructure and application resources as their digital footprint has expanded and the business impact of those digital assets has grown. A common cybersecurity challenge has been two-fold: Consuming logs from digital resources that come in different formats and schemas and automating the analysis of threat findings based on those logs.

Engineering 129

Engineering Accountability Analytics Construction 129

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These awards reflect superior engagement and commitment from our users, who continue to highlight and share the key aspects of Totango and our software they find most beneficial. The best of both worlds: unmatched enterprise-grade implementation and usability The G2 Winter 2024 reports ranked Totango as the number one customer success softwa

Enterprise 111

Enterprise Customer centricity Benchmark Upselling 111

AWS Machine Learning

DECEMBER 20, 2023

Today we are excited to announce that the Llama Guard model is now available for customers using Amazon SageMaker JumpStart. Llama Guard provides input and output safeguards in large language model (LLM) deployment. It’s one of the components under Purple Llama, Meta’s initiative featuring open trust and safety tools and evaluations to help developers build responsibly with AI models.

Engineering 125

Engineering Benchmark Chatbots Education 125

TeamSupport

DECEMBER 20, 2023

As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

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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

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity.

Upselling 84

Upselling Contact Center Engineering Banking 84

Cisco - Contact Center

DECEMBER 20, 2023

Although there are overlaps in the goals and responsibilities of the CIO and the CISO, there are also challenges that get in the way of a more cohesive relationship, including reporting lines,… Read more on Cisco Blogs

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Integrity Solutions

DECEMBER 20, 2023

So often, we listen to respond. We’re waiting for the other person to finish talking so we can tell them what we know. Effective sales conversations, however, are rooted in a mindset of listening to understand. Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches.

Sales 83

Sales Coaching Consulting Consulting 83

Win the Customer

DECEMBER 20, 2023

In the realm of contact centers, the pursuit of enhancing customer service while streamlining operations remains a top priority. As technology evolves, two prominent solutions have emerged: AI-powered chatbots and self-service portals. AI chatbots and self-service customer service portals both offer unique advantages and challenges, prompting contact center leaders to navigate a landscape of choices.

Self service 69

Self service Chatbots Contact Center Wait times 69

OctopusTech

DECEMBER 20, 2023

Creative website design is becoming a potent weapon for brand promotion in the modern market, where first impressions matter more than ever. Combining interactive features, graphic design, and visual communication can boost company identification and have a big impact on user engagement. In this blog post, we’ll examine how creative website design affects branding, highlighting the significance of user experience, visual content, and captivating imagery.

Marketing 62

Marketing Technology 62

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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

DECEMBER 20, 2023

Cyberattacks on electric power utilities are on the rise. From 2020 to 2022, weekly attacks more than doubled.

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TCN

DECEMBER 20, 2023

Cloud-based vs. on-premise platform Contact centers have existed in companies for years to offer customers. The post Time’s Up: It’s Cloud Call Center Software or Bust appeared first on TCN.

call center software 59

call center software Call Center Contact Center 59

Cisco - Contact Center

DECEMBER 20, 2023

In the ever-evolving landscape of IT, organizations continually seek solutions that simplify complexity, break down silos, and enhance agility.

Customer centricity 90

Customer centricity 90

Vistio

DECEMBER 20, 2023

Contact center agents don’t actually like to tell customers they can’t do something. It’s not until they are slowly beaten down by product limitations, silly policies, and unapproachable leaders that they resort to the dreaded “no.

Contact Center 52

Contact Center Best practices Customer Experience 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

DECEMBER 20, 2023

Cisco DevNet presents at API Days Paris 2023 Year after year, this global event for API practitioners gets bigger.

APIs 92

APIs Management 92

CSM Magazine

DECEMBER 20, 2023

Your financial decisions can be your business’s lifeblood, circulating resources when and where needed and sustaining your operations. Just as a healthy heart is vital for life, sound financial decisions are fundamental for your business’s sustained well-being and success. That is why it’s best to look into some of the most important financial decisions that may seriously impact your business.

Real estate 52

Real estate Transportation Marketing Management 52

Zappix

DECEMBER 20, 2023

The holiday season is undoubtedly the busiest and most festive time of the year. As businesses prepare for the influx of customers seeking products, services, and support, the importance of efficient customer service cannot be overstated. The post Enhancing Holiday Customer Experiences: The Power of Visual IVR and Self-Service Options appeared first on Zappix.

Self service 52

Self service Interactive Voice Response Customer Experience Customer Service 52

Balto

DECEMBER 20, 2023

New Feature Available Now From #1 Real-Time Guidance Platform St. Louis – Balto has added a new layer of visibility to the #1 real-time guidance platform for contact centers: Screen Recording. The feature integrates with Real-Time Guidance and is available as an add-on for new and existing Balto customers. Screen Recording is an essential piece of modern contact center operations.

Contact Center 52

Contact Center Coaching Enterprise Sales 52

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Customer Experience

Cisco - Contact Center

DECEMBER 20, 2023

The 2023 Education Summit event – co-hosted by Cisco and CAUDIT – provided higher education technology leaders an opportunity to gain new insights and perspectives on some of the rapid technology i… Read more on Cisco Blogs

Education 52

Education Technology 52

CSM Magazine

DECEMBER 20, 2023

The exciting adventure of online casino gaming in the Czech Republic presents a multitude of possibilities, with one particularly alluring aspect being the field of casino bonus for deposit. These bonuses offer additional funds to try a diverse array of games and heighten the potential for winning. Within this detailed guide, we will explore successful approaches to selecting optimal deposit bonuses.

Accountability 52

Accountability Management 52

Cisco - Contact Center

DECEMBER 20, 2023

This was my first time attending the Singapore FinTech Festival and I thoroughly enjoyed my time at the conference, chatting with colleagues, listening to sessions, and visiting booths.

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Help Scout

DECEMBER 20, 2023

Advice from Help Scout leaders on planning better, more effective remote meetings that move the business forward.

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45

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!

Customer Experience

Cisco - Contact Center

DECEMBER 20, 2023

The airport experience can be hectic, overwhelming, and stressful.

Transportation 89

Transportation 89

SmartKarrot

DECEMBER 20, 2023

The landscape of Customer Success (CS) is experiencing a transformative shift. In this blog post, I, as a seasoned customer success expert at Chili Piper, will delve into the key trends and innovations shaping the future of customer success. Our discussion revolves around the dynamic changes witnessed within Chili Piper and the broader industry, focusing on strategies that can impact businesses positively and elevate customer relationships.

Metrics 10

Metrics B2B Education Marketing 10

SmartKarrot

DECEMBER 20, 2023

The landscape of Customer Success (CS) is experiencing a transformative shift. In this blog post, I, as a seasoned customer success expert at Chili Piper, will delve into the key trends and innovations shaping the future of customer success. Our discussion revolves around the dynamic changes witnessed within Chili Piper and the broader industry, focusing on strategies that can impact businesses positively and elevate customer relationships.

Metrics 10

Metrics B2B Education Marketing 10