CCNG

OCTOBER 30, 2024

The world of customer experience conferences has changed dramatically over the past few years. Since the pandemic, there’s been an undeniable shift in how we gather, share, and learn from one another. But despite the growing demand for connection and deeper learning, the industry is missing the mark. A growing number of CX professionals are starting to voice their concerns: the conference scene isn’t working like it used to, and something needs to change.

Engineering 195

Engineering Customer Experience Contact Center Call Center 195

AWS Machine Learning

OCTOBER 30, 2024

Global Resiliency is a new Amazon Lex capability that enables near real-time replication of your Amazon Lex V2 bots in a second AWS Region. When you activate this feature, all resources, versions, and aliases associated after activation will be synchronized across the chosen Regions. With Global Resiliency, the replicated bot resources and aliases in the second Region will have the same identifiers as those in the source Region.

Chatbots 87

Chatbots APIs Interactive Voice Response Telecommunications 87

Enghouse Interactive

OCTOBER 30, 2024

Discover the essential contact center software features for control rooms, including resilience, touchscreen interfaces, and advanced call management. Learn how Enghouse CXCR excels with its robust, flexible, and customizable system for high-pressure environments. With geo-redundancy, color-coded call indicators, and seamless integration, CXCR ensures reliable and efficient communication for critical operations.

Contact center software 76

Contact center software Contact Center Management contact center solutions 76

Cisco - Contact Center

OCTOBER 30, 2024

Celebrate the achievements of our partner ecosystem at Cisco Partner Summit 2024. Discover the outstanding performance of our global award winners and their impact on customers and communities.

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79

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

AWS Machine Learning

OCTOBER 30, 2024

Sentence transformers are powerful deep learning models that convert sentences into high-quality, fixed-length embeddings, capturing their semantic meaning. These embeddings are useful for various natural language processing (NLP) tasks such as text classification, clustering, semantic search, and information retrieval. In this post, we showcase how to fine-tune a sentence transformer specifically for classifying an Amazon product into its product category (such as toys or sporting goods).

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Inbenta

OCTOBER 30, 2024

Natural Language Processing (NLP) bridges the communication gap between humans and machines by interpreting natural language. This article discusses 11 powerful applications of NLP, including automated translation to accurately convey meaning, sentiment analysis for understanding customer intent, and virtual chatbots for better customer interactions.

Healthcare 52

Healthcare Chatbots Virtual Agent Banking 52

CSM Magazine

OCTOBER 30, 2024

Providing top-notch customer service often requires significant resources and financial investment. Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. In this article, we’ll explore several funding options to help you enhance your customer service capabilities and stay ahead of the competition.

Customer Service 52

Customer Service Government Customer retention Banking 52

Inbenta

OCTOBER 30, 2024

At a time when immediate and efficient customer service is paramount, callbots and voicebots are emerging as game-changers. These Conversational AI tools offer round-the-clock service, manage high call volumes effortlessly, and provide personalized customer interactions, all while cutting down on operational costs. Customer service is always in demand.

Wait times 52

Wait times CRM Personalization Customer Service 52

CSM Magazine

OCTOBER 30, 2024

In today’s competitive market, providing exceptional customer service over the phone is more important than ever. Telesales representatives are often the first point of contact between a company and its customers, making it crucial to leave a positive impression. Here are ten tips to enhance the customer service experience in telesales via sales outsourcing. 1.

Customer Service 52

Customer Service Construction CRM outsourcing 52

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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

BlueOcean

OCTOBER 30, 2024

With global growth expected to remain flat and underwhelming in 2025, its clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. As your business grows and scales to meet the increasing weight of customer demands, decisions must be made especially when it comes to your customer support operation.

outsourcing 62

outsourcing Customer Support Construction Contact Center 62

CSM Magazine

OCTOBER 30, 2024

Freshworks has introduced the Freddy AI Agent, aimed at enhancing customer and employee experiences by resolving service requests. Freddy AI is an autonomous service agent that can be quickly deployed to assist customer support and IT teams in resolving a significant portion of service requests independently. The new product supports rapid deployment, autonomous assistance, multilingual personalized service, and robust security features, learning from existing documentation and websites to provi

Banking 52

Banking Consulting Consulting Enterprise 52

VirtualPBX

OCTOBER 30, 2024

Supporting Community Health with VirtualPBX Contact Center Solutions At VirtualPBX, we’re proud to support the impactful work done by organizations like The Center For Long Covid Research, which recently implemented our Contact Center solution to enhance its call center capabilities. In this featured Contact Center case study, we delve into how our platform helped the Center transform its operations, streamline call handling, and improve patient support for their peer-counseling hotline, T

Contact Center 59

Contact Center contact center solutions Call flow CRM 59

Inbenta

OCTOBER 30, 2024

As the holiday season approaches, businesses are starting to grapple with an overwhelming number of customer requests. Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

Self service 52

Self service Benchmark Chatbots Enterprise 52

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

CSM Magazine

OCTOBER 30, 2024

Five9 has been recognized by Gartner as a Leader in the Magic Quadrant for CCaaS (Contact Center as a Service) due to its strong Completeness of Vision and Ability to Execute. The Five9 Intelligent CX Platform, powered by Five9 Genius AI, offers a range of solutions aimed at enhancing customer experiences through AI-driven interactions that lead to improved business outcomes.

Contact Center 52

Contact Center Personalization Marketing Technology 52

Help Scout

OCTOBER 30, 2024

Help Scout has officially joined the Shopify Plus Certified App Program! This milestone only deepens our commitment to being a go-to customer support solution for businesses running and growing on Shopify.

Customer Support 59

Customer Support 59

CSM Magazine

OCTOBER 30, 2024

Small business banking customers in the U.S. are more satisfied with the service provided by banks, that’s according to the J.D. Power 2024 U.S. Small Business Banking Satisfaction Study. Banks gained a 20-point increase in overall satisfaction this year, reaching 705 points out of 1,000. Capital One secured the top rank nationally for small business banking customer satisfaction for the second consecutive year, with a score of 736.

Banking 52

Banking Customer Support Customer Service Management 52

Cisco - Contact Center

OCTOBER 30, 2024

The Cisco 2024 Consumer Privacy Survey highlights awareness and attitudes regarding personal data, legislation, Gen AI and data localization requirements.

Surveys 57

Surveys Personalization 57

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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

CSM Magazine

OCTOBER 30, 2024

Prism+ prioritizes personalized problem-solving and human interaction, exemplified by COO Joseph Tsao’s hands-on approach to addressing customer complaints by visiting their homes. The company’s people-first mentality drives product development decisions based on customer feedback and real-world usage scenarios, leading to innovations like personalized setup assistance for complex TV setups.

Personalization 52

Personalization Feedback Customer Support Marketing 52

Inbenta

OCTOBER 30, 2024

As the pace of business picks up, meeting customer expectations while delivering timely and accurate information can be a challenge. Semantic clustering, a patented machine learning technology offered by Inbenta , lets companies uncover content gaps and enrich their customer experience.   Here’s something obvious but worth repeating: Customers don’t like it when they can’t find something on your website.

Airlines 52

Airlines Technology Customer Experience Customer Service 52

CSM Magazine

OCTOBER 30, 2024

Quirky Campers, a campervan rental company based in Bristol, has been awarded the ‘CX Team of the Year – SME’ at the UK Customer Experience Awards. The company stood out among competitors like Protein Works, EasyJet Holidays, and Smarty Mobile for its exceptional customer service and adept handling of relationships between customers and campervan owners.

Customer Service 52

Customer Service Customer Experience 52

Inbenta

OCTOBER 30, 2024

Voluntarily following e thical AI guidelines helps build customer trust. Implementing security controls, human oversight , and transparency is crucial , as is regulatory c ompliance. The keys to getting there are c ontinuous testing, authentication and enhanced security measures , along with an open, transparent approach. Voluntary ethical guidelines around the use of AI are important for many reasons — one of which is building customer trust.

Interactive Voice Response 52

Interactive Voice Response Chatbots Healthcare Call Center 52

Advertiser: ZoomInfo

Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.

Sales

CSM Magazine

OCTOBER 30, 2024

Ofcom’s annual Post Monitoring Report revealed that while 78% of parcel recipients are satisfied with delivery firms, 67% have experienced issues in the past six months. Amazon and DHL lead in customer satisfaction for handling complaints, while Yodel and Evri rank at the bottom. Ofcom noted improvements in customer complaint handling, with a decrease in delayed parcel complaints, but concerns remain for disabled and vulnerable consumers facing delivery difficulties.

Customer Service 52

Customer Service 52

Inbenta

OCTOBER 30, 2024

Effective knowledge management can boost a company’s productivity by up to 40%. Implementing a knowledge management system (KMS) helps streamline information gathering, storage, and sharing across your business. Benefits include quicker access to information, fewer errors, reduced support costs, and happier customers. To choose the right KMS, look for user-friendly features, SEO capabilities, and strong reporting tools, such as those offered by Inbenta’s AI-powered technology.

Self service 52

Self service Chatbots Engineering Education 52

CSM Magazine

OCTOBER 30, 2024

Microsoft is launching autonomous AI agents to handle tasks like client queries and sales leads to boost AI adoption in businesses. Customers can create their own AI agents and access 10 pre-built bots for roles like supply chain management and customer service. The agents are powered by generative AI technology from Microsoft’s partnership with OpenAI, moving beyond chatbots that need human prompts.

Customer Service 52

Customer Service Chatbots Sales Technology 52

VirtualPBX

OCTOBER 30, 2024

Supporting Community Health with VirtualPBX Contact Center Solutions At VirtualPBX, we’re proud to support the impactful work done by organizations like The Center For Long Covid Research, which recently implemented our Contact Center solution to enhance its call center capabilities. In this featured Contact Center case study, we delve into how our platform helped the Center transform its operations, streamline call handling, and improve patient support for their peer-counseling hotline, T

Contact Center 52

Contact Center contact center solutions Call flow CRM 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

CSM Magazine

OCTOBER 30, 2024

Brian Niccol, CEO, Starbucks Starbucks’ new CEO, Brian Niccol, has unveiled a plan to address declining sales and improve the customer experience, acknowledging past difficulties in customer interactions. The company reported a third consecutive quarter of declining sales, with North American same-store sales down by 6%. Niccol took the reins with “Back to Starbucks,” a sweepingly simpler menu, easier-to-digest pricing, straight-shooting communication, and a vow to eliminate op

Customer Experience 52

Customer Experience Sales Customer Service 52

Cisco - Contact Center

OCTOBER 30, 2024

Check out what Cisco Customer Experience has in store at Cisco Live Melbourne in just a couple of weeks!

Customer Experience 52

Customer Experience 52

CSM Magazine

OCTOBER 30, 2024

The sixth annual Customer Happiness Awards (CHA) were recently held at The Westin Dubai Mina Seyahi, with His Highness Sheikh Humaid Bin Khalid Al Qasimi in attendance, emphasizing the importance of recognizing companies leading in customer engagement. The awards, organized by Plan3Media, celebrated 53 companies across 16 categories for their exceptional efforts in enhancing customer experiences and embedding customer satisfaction into their operations.

Real estate 52

Real estate Telecommunications Customer Service Government 52