TechSee

OCTOBER 31, 2024

One of the most pressing challenges in today’s service and customer experience (CX) landscape is the Tribal Knowledge Gap—the loss of critical, undocumented knowledge held by experienced team members. This gap is growing due to factors like an aging workforce, increased reliance on contractors, and the mobility of modern labor. The impact on service efficiency, consistency, quality and scalability is profound, especially in industries that depend on field service expertise.

Engineering 109

Engineering Best practices Customer Experience Sales 109

AWS Machine Learning

OCTOBER 31, 2024

AWS offers powerful generative AI services , including Amazon Bedrock , which allows organizations to create tailored use cases such as AI chat-based assistants that give answers based on knowledge contained in the customers’ documents, and much more. Many businesses want to integrate these cutting-edge AI capabilities with their existing collaboration tools, such as Google Chat, to enhance productivity and decision-making processes.

APIs 124

APIs Scripts Accountability Construction 124

Cisco - Contact Center

OCTOBER 31, 2024

Following Cybersecurity Awareness Month aims, we want to share information about open-source projects that can help enhance the security of your apps and organization and improve LLM security.

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AWS Machine Learning

OCTOBER 31, 2024

Amazon SageMaker Ground Truth enables the creation of high-quality, large-scale training datasets, essential for fine-tuning across a wide range of applications, including large language models (LLMs) and generative AI. By integrating human annotators with machine learning, SageMaker Ground Truth significantly reduces the cost and time required for data labeling.

APIs 114

APIs Engineering Feedback Management 114

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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.

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Cisco - Contact Center

OCTOBER 31, 2024

In the Cisco Foundation’s FY24 Impact Report, we dive deeper into our investment model, our partnership approach, how we define and measure impact, and highlights of the results we achieved over the past year.

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Cisco - Contact Center

OCTOBER 31, 2024

In today’s digital age, access to reliable broadband is no longer a luxury but a necessity for economic opportunity, educational advancement, and overall quality of life.

Education 98

Education 98

ChurnZero

OCTOBER 31, 2024

Customer success charters are a mainstay for CS teams and strategy. But are they overdue for an update now that roughly half of CS teams own renewals and expansions? According to the 2024 Customer Success Leadership Study., charters haven’t evolved much in the past four years. Onboarding and adoption remain the top priorities, with “revenue” activities such as renewals and expansions lower on the list.

Customer centricity 52

Customer centricity Sales Management 52

Cisco - Contact Center

OCTOBER 31, 2024

In today’s digital age, access to reliable broadband is no longer a luxury but a necessity for economic opportunity, educational advancement, and overall quality of life.

Education 98

Education 98

CSM Magazine

OCTOBER 31, 2024

Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Need to drive home a key concept or skill? Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Customer service training videos offer several advantages: Consistency: Ensure consistent delivery of training material across all team members.

Customer Service 52

Customer Service Scripts Morale Feedback 52

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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

Comm100

OCTOBER 31, 2024

The way brands promote their solutions has changed over time. We’ve come a long way from traditional marketing tactics and embraced new ways of promoting the solutions we offer. Nowadays, brands don’t just focus on advertising their products or services but on establishing lasting relationships with their target audience. This is where conversational marketing comes into play, enabling businesses to interact with the intended audience on a personal level.

Marketing 52

Marketing Chatbots Personalization Sales 52

Dialer 360

OCTOBER 31, 2024

Millions of beneficiaries analyze and modify their plans during the Medicare annual enrollment period(AEP). This puts a lot of strain on contact centers and it is difficult to manage large volume of calls while staying compliant. However, the secret to success is to maintain high connectivity rates, follow compliance rules, and respond quickly. With more than 18% of Americans relying on Medicare, it is critical to have a strong plan in place to generate leads, respond to inquiries, and turn pros

Call Center 42

Call Center voip Complaint resolution Analytics 42

5CA

OCTOBER 31, 2024

In a world where customers expect quick, seamless support, the ability to scale your support team has become essential.

Customer Support 40

Customer Support 40

AWS Machine Learning

OCTOBER 31, 2024

A number of organizations use Gmail for their business email needs. Gmail for business is part of Google Workspace , which provides a set of productivity and collaboration tools like Google Drive , Gmail , and Google Calendar. Google Drive supports storing documents such as Emails contain a wealth of information found in different places, such as within the subject of an email, the message content, or even attachments.

APIs 118

APIs Accountability Enterprise Engineering 118

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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.

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