Bill Quiseng
JULY 24, 2024
In 1976, while I was a 20-year-old student at Santa Clara University, CA, I became a part-time charter associate of Marriott’s Great America Theme Park. After graduating from college two years later, I joined Marriott Hotels and until 2021, I’ve been in full-service and luxury hotels and resorts. There was no such thing as CX, but I was doing more than serving to satisfy guests.
AWS Machine Learning
JULY 24, 2024
Large language models (LLMs) have achieved remarkable success in various natural language processing (NLP) tasks, but they may not always generalize well to specific domains or tasks. You may need to customize an LLM to adapt to your unique use case, improving its performance on your specific dataset or task. You can customize the model using prompt engineering, Retrieval Augmented Generation (RAG), or fine-tuning.
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Upstream Works
JULY 24, 2024
Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post 3 Ways Contact Center AI Improves Operational Efficiency appeared first on Upstream Works.
AWS Machine Learning
JULY 24, 2024
This post is a joint collaboration between Salesforce and AWS and is being cross-published on both the Salesforce Engineering Blog and the AWS Machine Learning Blog. Salesforce, Inc. is an American cloud-based software company headquartered in San Francisco, California. It provides customer relationship management (CRM) software and applications focused on sales, customer service, marketing automation, ecommerce, analytics, and application development.
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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.
Integrity Solutions
JULY 24, 2024
In an increasingly complex and competitive business world, small businesses often face unique challenges that can hinder their growth and success. One of the most critical areas where small businesses can gain a competitive edge is by investing in their teams’ development, particularly through sales training. Small business sales training is not just about learning how to sell more products or services; it’s about transforming the mindset of your sales team, enhancing the value they
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
VirtualPBX
JULY 24, 2024
The US Department of State announced the official start of the Atlantic hurricane season. According to the National Oceanic and Atmospheric Administration (NOAA), the peak months for hurricanes are from August to October , accounting for about 78% of tropical storm days, 87% of minor hurricane days, and 96% of major hurricane days, with early to mid-September being the most active period.
ConvergeOne
JULY 24, 2024
Gain insights from C1's interview with Mark Edwards, AVP of IT at Hendrick Health. We explored his career journey and innovative approach to IT.
Unymira
JULY 24, 2024
Quality assurance plays an important role in day-to-day project work. It is used to test newly implemented functionality and ensure compliance with requirements and specifications.
Injixo
JULY 24, 2024
A call center is a data-rich environment. Compared to many other business functions, contact centers have an embarrassment of readily accessible data that can be used to measure performance. Data is typically collected at regular intervals and at a granular level. The challenge is often not about finding data for reporting purposes. It is about selecting the set of key performance indicators (KPIs) that are meaningful for your organization and help it to achieve its goals.
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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.
Acquire BPO
JULY 24, 2024
Manila, PH – Lianne Collantes, Acquire BPO’s Risk Management & Compliance Director, along with her dedicated team members, recently attended the prestigious PhilSec conference held on July 2-3, 2024. This prominent event brought together some of the brightest minds in cybersecurity, providing an unparalleled platform for knowledge exchange and networking.
CSM Magazine
JULY 24, 2024
The results of a new survey into the customer service industry have been released by CommBox. The survey reveals a growing call from UK consumers for brands to find ways to fix declining levels of customer satisfaction, particularly as customers become more unforgiving of poor service delivery. Commissioned by CommBox , a leading conversational AI-powered digital customer engagement platform, the survey of over 1,000 consumers and 250 managers in customer-facing organizations reveals an overarc
Injixo
JULY 24, 2024
A call center is a data-rich environment. Compared to many other business functions, contact centers have an embarrassment of readily accessible data that can be used to measure performance. Data is typically collected at regular intervals and at a granular level. The challenge is often not about finding data for reporting purposes. It is about selecting the set of key performance indicators (KPIs) that are meaningful for your organization and help it to achieve its goals.
Hodusoft
JULY 24, 2024
Effective Strategies for Enhancing Customer Retention in Call Centers “When the customer comes first, the customer will last.” This quote by Robert Half, one of the pioneers of specialized staffing services and the founder of the global human resource consulting firm bearing his name, is the shortest answer to the question “How to improve customer retention in call centers?
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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.
TCN
JULY 24, 2024
Transactional contact center software provider and client relationships offer a multitude of limitations, including one-size-fits-all solutions, inadequate vendor support and unfavorable billing models. To overcome these hurdles, imagine your contact center software provider as an extension of your customer service team — not a vendor. This shift in perspective unlocks a world of possibilities.
Calltools
JULY 24, 2024
Warm calling allows your agents to connect with leads who have already shown interest in your products or services, making it an excellent way to drive sales and sign-ups. For even more powerful results, consider tools like a predictive or preview dialer. These technologies automate and enhance the dialing process, allowing agents to have more meaningful conversations with prospects.
Advantage Communications
JULY 24, 2024
Overcome data security fears! Learn proven strategies & security measures secure your sensitive information. Advantage Communication: Your BPO data shield.
Tethr
JULY 24, 2024
Wondering what your call center can do to improve its CSAT scores? Start with these strategies.
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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.
Concentrix
JULY 24, 2024
On-Demand Webinar Unifying Tech to Create Connected CX Journeys In today’s digital age, delivering seamless and connected customer experiences across various touchpoints is critical to an organisation’s success. Join our panel of industry experts in this on-demand webinar as they explore strategies for unifying technology to create cohesive customer journeys that drive satisfaction and loyalty.
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