TechSee

OCTOBER 10, 2024

Not all Agentic AI solutions are created equal. Finding the optimal Agentic AI for your organization is not a simple task. It seems like every provider claims to feature very similar technologies, often at wildly different price points. In this post, we will explore the key differentiating factors between basic and more advanced Agentic AI solutions and how to evaluate which provider will best meet your needs.

Chatbots 109

Chatbots Self service Strategic Value Accountability 109

Toister Performance Solutions

OCTOBER 10, 2024

I'm an accidental customer service trainer. One day, I was working in customer service as a retail associate. The next day, my boss asked me to train. No materials, no facilitator's guide, no nothing. Figure it out. I've now been a customer service trainer for more than 30 years. I love it. Today, I talk to a lot of people who want to become customer service trainers.

Customer Service 102

Customer Service Coaching Feedback Personalization 102

AWS Machine Learning

OCTOBER 10, 2024

Amazon Rufus is a shopping assistant experience powered by generative AI. It generates answers using relevant information from across Amazon and the web to help Amazon customers make better, more informed shopping decisions. With Rufus, customers can shop alongside a generative AI-powered expert that knows Amazon’s selection inside and out, and can bring it all together with information from across the web to help shoppers make more informed purchase decisions.

Engineering 102

Engineering Wait times Technology Feedback 102

Cisco - Contact Center

OCTOBER 10, 2024

An investment in service assurance is expected to deliver operational benefits, but it can also enable market differentiation and new revenue sources. Read how end-customer portals, per-QoS SLA reporting, alerting, and notifications help service providers deliver new, innovative solutions faster, more reliably, and with greater agility for their B2B customers.

B2B 84

B2B Customer Experience Marketing 84

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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

AWS Machine Learning

OCTOBER 10, 2024

Amazon Lookout for Vision , the AWS service designed to create customized artificial intelligence and machine learning (AI/ML) computer vision models for automated quality inspection, will be discontinuing on October 31, 2025. New customers will not be able to access the service effective October 10, 2024, but existing customers will be able to use the service as normal until October 31, 2025.

SaaS 100

SaaS Management Sales Marketing 100

Cisco - Contact Center

OCTOBER 10, 2024

Discover the Reimagined Cisco Marketing Velocity Central! Generate 5.2x more pipeline with our revamped platform, featuring enhanced search, AI tools, streamlined campaigns, and more. Join our Partner Activation contest for exciting prizes!

Marketing 68

Marketing 68

AWS Machine Learning

OCTOBER 10, 2024

SK Telecom (SKT), South Korea’s leading telecommunications company serving 30 million customers, is at the forefront of AI innovation. In line with its AI Pyramid Strategy, which aims to unlock AI’s potential for anyone, anywhere, anytime, SKT has collaborated with the AWS Generative AI Innovation Center (GenAIIC) Custom Model Program to explore domain-trained models using Amazon Bedrock for telco-specific use cases.

Telecommunications 94

Telecommunications Construction Benchmark Engineering 94

Concentrix

OCTOBER 10, 2024

Discover how a banking client implemented an innovative, sophisticated voice bot to enhance collections efficiency and customer satisfaction.

Banking 62

Banking Technology 62

CSM Magazine

OCTOBER 10, 2024

Teradata’s Vantage CX is purpose-built to enrich your customer interactions by harnessing the power of AI to promptly and efficiently handle customer complaints. Its unique feature, the customer complaint analyzer, sifts through customer feedback in multiple formats such as text and voice, enabling your company to react swiftly and enhance customer happiness.

Complaint resolution 52

Complaint resolution Feedback Technology Customer Experience 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

Cisco - Contact Center

OCTOBER 10, 2024

Cisco's AI Security Portal contains resources to help you secure your AI implementation, whether you're a seasoned professional or new to the field.

Best practices 57

Best practices 57

ChurnZero

OCTOBER 10, 2024

This guest post is by Kristen Hayer, CEO and founder of The Success League. As a discipline that’s shifting from new to established, customer success is facing some interesting headwinds right now. Economic uncertainty is affecting purchasing decisions. This is pretty universal, but the new Customer Success Leadership Study found that two-thirds of CS teams’ purchasing is delayed by three months or longer.

Finance 52

Finance Metrics Sales Accountability 52

Connect

OCTOBER 10, 2024

In today’s hyper-connected world, where the need to deliver personalised engagement and intuitive customer service has become the minimum industry standard, contact centres have become a hub of personal customer data. While access to this information is vital to business success, it also represents a growing target for malicious actors, with the threat from within becoming a more prolific risk.

industry standards 56

industry standards Cloud contact outsourcing Chatbots 56

VirtualPBX

OCTOBER 10, 2024

Today, we’re excited to launch VirtualPBX Web Phone 3.0, our most advanced and user-friendly web-based phone yet. It’s designed for business users needing seamless communication from anywhere. This upgrade delivers crystal-clear calls and an intuitive interface. Access it easily from both desktop and mobile web browsers. VirtualPBX Web Phone 3.0 sets a new standard for online business communication.

Accountability 52

Accountability Enterprise Feedback Management 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

Abby Connect

OCTOBER 10, 2024

Customer service has become a crucial element in determining the success of a company. As customer expectations continue to rise, businesses are seeking innovative solutions to meet their needs. Enter Ai receptionist prompting technology—a revolutionary tool that enhances the efficiency of customer caller interactions while maintaining a human touch.

Technology 52

Technology Customer Service 52

CSM Magazine

OCTOBER 10, 2024

Customers in the town of Chippenham, UK are upset over the increased number of self-service checkouts at a local Sainsbury’s supermarket, leading to long queues. Some residents are considering shopping elsewhere due to the “awful” experience caused by the self-scan tills and concerns are being raised about the situation worsening during the upcoming holiday season.

Self service 52

Self service Wait times Personalization Technology 52

AWS Machine Learning

OCTOBER 10, 2024

Amazon Q Business recently added support for administrators to modify the default access control list (ACL) crawling feature for data source connectors. Amazon Q Business is a fully managed, AI powered assistant with enterprise-grade security and privacy features. It includes over 40 data source connectors that crawl and index documents. By default, Amazon Q Business indexes ACL information attached to documents along with the documents themselves and uses this to filter chat responses based on

APIs 125

APIs Accountability Best practices Enterprise 125

CSM Magazine

OCTOBER 10, 2024

What is good customer service? It’s more than just answering phones and handling complaints. At its core, exceptional service is about making every interaction feel personal and positive. We’ve all had those “wow” moments where a company goes above and beyond, and unfortunately, the frustrating ones that make us want to scream, “Let me speak to your manager!

Customer Service 52

Customer Service Feedback Construction Morale 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

Beyond Philosophy

OCTOBER 10, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: In my line of work, I run a lot of workshops. Today, I wanted to share some things I learned about running a successful workshop. Before we get into the rest of the tips, it is important to remember that if you are running a workshop, you need to break the ice.

Scripts 221

Scripts Personalization Management Customer Experience 221

CSM Magazine

OCTOBER 10, 2024

Walmart is revolutionizing the shopping experience through cutting-edge technologies. The retail giant is leveraging artificial intelligence (AI), generative AI (genAI), augmented reality (AR), and immersive commerce to create personalized interactions across its physical and digital platforms. At the forefront of this innovation is Wallaby, Walmart’s proprietary genAI platform.

Customer Experience 52

Customer Experience Transportation APIs Technology 52

VirtualPBX

OCTOBER 10, 2024

Today, we’re excited to launch VirtualPBX Web Phone 3.0, our most advanced and user-friendly web-based phone yet. It’s designed for business users needing seamless communication from anywhere. This upgrade delivers crystal-clear calls and an intuitive interface. Access it easily from both desktop and mobile web browsers. VirtualPBX Web Phone 3.0 sets a new standard for online business communication.

Accountability 105

Accountability Enterprise Feedback Management 105

Cisco - Contact Center

OCTOBER 10, 2024

Announcing the U.S. Fast Future Innovation Awards (FFIA)—the hunt for groundbreaking ideas that leverage AI to make a tangible impact. Whether your passion lies in education, sustainability, hybrid work, cybersecurity, healthcare, or critical infrastructure, your innovation could be the game-changer that revolutionizes how we live and work.

Healthcare 80

Healthcare Education 80

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