ShepHyken
MAY 22, 2023
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 comment about each article and would like to hear what you think too. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers.
AWS Machine Learning
MAY 22, 2023
Generative AI is in the midst of a period of stunning growth. Increasingly capable foundation models are being released continuously, with large language models (LLMs) being one of the most visible model classes. LLMs are models composed of billions of parameters trained on extensive corpora of text, up to hundreds of billions or even a trillion tokens.
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ShepHyken
MAY 22, 2023
Top Takeaways: There has been significant progress in artificial intelligence (AI), like chatbots and ChatGPT capabilities. This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers.
Connect
MAY 22, 2023
Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres. Understand the specific capabilities you need to create value for your employees, customers and business. Grounded in research this guide outlines these specific capabilities; technology that will enable enhanced employee experience, the advancement of innovation in automated business processes, sophisticated ana
Cisco - Contact Center
MAY 22, 2023
Cisco hosted its first-ever Black-owned Partner and Supplier Conference in Atlanta, Georgia on April 25.
SharpenCX
MAY 22, 2023
In today’s fast-paced business landscape, providing great customer service is more crucial than ever before. As businesses strive to provide exceptional customer experiences, the role of call centers becomes increasingly significant. However, traditional on-premises call center systems can be costly, inflexible, and challenging to manage. That’s where cloud call center software comes to the rescue.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Global Response
MAY 22, 2023
Who first comes to mind when you consider the most valuable voices in your business? Perhaps you think of the CEO or COO, or other C-Suite leadership. Perhaps it’s a particularly effective visionary among your management staff. Perhaps you consider your on-the-ground employees the foundation of your vision. But what about your customers? How valuable are their voices to your business?
Concentrix
MAY 22, 2023
Do you understand what moving to the cloud means for your business and the best way to implement it? Watch our webinar to learn more.
Global Response
MAY 22, 2023
If you currently use inbound or outbound call center services and are looking for ways to: expand your services improve service levels increase efficiency develop more flexible and scalable models support business growth …then a blended call center might be a better fit for your business. What is a blended call center, and how do you find the right mix for your needs and goals?
Topdown
MAY 22, 2023
Over the past couple of years there has been a massive acceleration into the digital era. With it, this acceleration brought about an immersive and comprehensive virtual economy. The transition into this digital era and largely virtual marketplace was long-coming, but initially it was on a slow trajectory. The global pandemic, however, created an unprecedented push into the digital marketplace as remote operations and remote services became a necessity.
Cisco - Contact Center
MAY 22, 2023
Technology continues to rapidly evolve, pushing state and local governments to innovate just as quickly to keep up with their resident’s evolving needs.
LiveVox
MAY 22, 2023
As if being a contact center agent wasn’t already tough enough! They’re expected to be product experts, communication gurus, and multitasking maestros all rolled into one. But fear not, generative AI technology has arrived to save the day. While some people may be trembling in their boots at the thought of machines and algorithms taking […] The post How Generative AI Will Revolutionize Agent Life In Contact Centers appeared first on LiveVox.
Nicereply
MAY 22, 2023
Social media support is an essential part of customer satisfaction strategy for many companies. Having a presence on social media networks is essential for businesses in today’s world. The key to a successful social media strategy lies in providing customer support through all available channels. Offering top-notch customer service can set you apart from competitors and make it a preferred choice for customers.
NobelBiz
MAY 22, 2023
The business environment is transforming at an accelerated pace, with digital technology at its heart. Today’s enterprises cannot afford to be left behind with outdated technology, particularly when it comes to communication. Hence, upgrading your business phone system is not just an option; it’s an essential step toward operational efficiency.
Balto
MAY 22, 2023
Guest post by Jeremy Watkin If you are a contact center or customer service leader and are reading this article, I have a hypothetical question for you. If your boss, or perhaps the company CFO, came to you and said, “Hey, I sense that your team or department needs additional resources. I’m adding $100,000 to your annual budget,” how would you spend that money?
COPC
MAY 22, 2023
WINTERPARK, Fla., May 18, 2023 — COPC Inc. announces the addition of Scott Horace to the COPC Standards Committee. The COPC Standards Committee is a group of global leaders that oversees and maintains the COPC Customer Experience (CX) Standard , recognized as the industry standard for managing and improving CX operations since 1996. Scott Horace brings 25+ years of experience in the customer service industry to the COPC Standards Committee.
LiveVox
MAY 22, 2023
As if being a contact center agent wasn’t already tough enough! They’re expected to be product experts, communication gurus, and multitasking maestros all rolled into one. But fear not, generative AI technology has arrived to save the day. While some people may be trembling in their boots at the thought of machines and algorithms taking […] The post How Generative AI Will Revolutionize Agent Life In Contact Centers appeared first on LiveVox.
CSM Magazine
MAY 22, 2023
If you are looking for action plans to improve customer service, congratulations! You have admitted that your business can improve. Currently, many companies need to serve their customers well personally and through their websites since, after the pandemic, this mode of purchase became much more popular. Supermarkets, pharmacies, and all establishments that provide essential products and services have a web page, and are in need of customer service strategies.
LiveVox
MAY 22, 2023
Hosted PBX solutions have become the primary way businesses connect with the outside world. A hosted PBX is a cloud-based phone network that uses the Internet to transmit and receive phone calls. Its numerous benefits have made it the more attractive choice compared to its on-premise counterpart. On-site setups require a long, extensive set up, […] The post How Hosted PBX Solutions are Failing Your Business appeared first on LiveVox.
Vistio
MAY 22, 2023
Watch to the full podcast here: Or click here to just listen to the audio. We are very excited to welcome Stacy Sherman with us back on the podcast to discuss how to do CX and AX right. Agents are working in the front lines just as much as your sales team, so it’s important that they are being treated right.
Vcaretec
MAY 22, 2023
The best techniques for manpower optimisation occasionally originate from sources outside of your business. One great option to address client issues at a reasonable cost is to outsource customer assistance to omnichannel contact centers. The concept of hiring the best outsourced contact center service was previously unheard of. However, the business has evolved.
Kapta Customer Success
MAY 22, 2023
As the B2B market becomes increasingly competitive and saturated to the point of commoditization, it’s more difficult for buyers to differentiate between competing solutions. This is making growth opportunities harder to come by.
Vcaretec
MAY 22, 2023
Having trouble reaching your sales goals despite projecting a credible brand image? Do you feel overwhelmed by the increased need for omnichannel customer support? Thus, you are in the proper location. We provide adaptable services that are tailored to the demands of our clients as a multinational provider of call center services. Get solutions that are focused on meeting your specific company needs.
Zappix
MAY 22, 2023
Zappix, a leading provider of Visual Self-Service solutions, and ID-GO, a renowned pioneer in biometric authentication technology, are announcing their partnership as exhibitors at the.
Voiptime
MAY 22, 2023
Ever thought about how much value automation can bring to your business? Automation has already proven its worth in the customer service sphere. The right solution can increase your profits and make your organization more effective. One such system is IVR (Interactive Voice Response), which helps immensely with increasing the number of returning customers and your ROI.
SmartKarrot
MAY 22, 2023
Role: Customer Success Assistant Location: London, Ontario, Canada (Remote) Organization: Lumos Stratgy As a Customer Success Assistant, you’ll serve as our customers’ main point of contact, responding quickly and kindly to emails, chats, and phone conversations. Establish trusting connections with customers by getting to know their specific wants and objectives.
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