Beyond Philosophy

APRIL 26, 2024

In this episode, Colin and Ryan tackle a listener’s question about the psychology of customer loyalty , delving into its emotional and relational aspects. Loyalty, they explain, goes beyond mere repetition of behavior; it is rooted in deep emotional attachment and often requires sacrifice. Drawing parallels to personal experiences, such as loyalty to sports teams (Lutown Town Football Club, recently reinstated in the Premiership) and brands like Apple (naturally), they highlight the import

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Personalization 221

Cisco - Contact Center

APRIL 26, 2024

In the highly dynamic and ever-evolving world of enterprise computing, data centers serve as the backbones of operations, driving the need for powerful, scalable, and energy-efficient server… Read more on Cisco Blogs

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Enterprise 95

MiaRec

APRIL 26, 2024

The MiaRec team was exhibiting at Enterprise Connect this spring, where we met onsite with customers, partners, and other industry professionals to discuss how we are revolutionizing Quality Assurance with the power of Generative AI.

Enterprise 95

Enterprise Quality management Management 95

Cisco - Contact Center

APRIL 26, 2024

This year at Cisco Live EMEA in Amsterdam, the Cisco Store began a new initiative to continue promoting sustainability in our daily operations.

Technology 91

Technology 91

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Interactions

APRIL 26, 2024

In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. Yet, it’s easy to negatively impact CX with technology solutions that promise good service for lower costs, but end up falling short.

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Scripts Customer centricity Chatbots Technology 62

Quality Contact Solutions

APRIL 26, 2024

For businesses that depend on telesales for consumer sales and customer engagement, adhering to stringent compliance standards is essential for protecting the brand’s reputation and forming the basis of trust with prospective customers. DNC, TCPA, 10DLC, and PEWC are all acronyms that all consumer sales and marketing organizations have become intimately acquainted with thanks to the FCC (what?!

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Call Center Telemarketing Entertainment Education 52

CSM Magazine

APRIL 26, 2024

In today’s era, Learning Management Systems (LMS) have become tools for organizations to provide effective training and education. However, a common issue users face is the significant time investment required to generate reports from their LMS. Fortunately, strategies and best practices exist that can help reduce the time spent on LMS reporting. 1.

APIs 52

APIs Analytics Metrics Education 52

24-7 InTouch

APRIL 26, 2024

Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). But businesses must navigate the delicate balance between leveraging AI for competitive advantage and ensuring safety and ethical integrity. This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment.

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Government Customer centricity Technology Management 52

CSM Magazine

APRIL 26, 2024

HubSpot is one of the top CRM platforms currently available on the market. Thousands of businesses around the world are adopting the system and supercharging their sales, marketing, and customer service. It’s a great way to get ahead of your competition. But HubSpot comes with a wide range of features. The problem is that the system is incredibly complex underneath the skin, so it’s not always easy to get it up and running.

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CRM Sales Best practices Marketing 52

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

Call Center

AWS Machine Learning

APRIL 26, 2024

Today, we are excited to announce that the DBRX model , an open, general-purpose large language model (LLM) developed by Databricks , is available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. The DBRX LLM employs a fine-grained mixture-of-experts (MoE) architecture, pre-trained on 12 trillion tokens of carefully curated data and a maximum context length of 32,000 tokens.

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Transportation Scripts Accountability Benchmark 102

delighted

APRIL 26, 2024

Less than six months ago, we introduced Delighted Surveys , a from-scratch survey solution, that radically expanded the variety of surveys you could create on our platform. By design, Delighted Surveys offers a blank canvas for you and your team to build any survey you can think of – including customer experience (CX) surveys and any other survey use case imaginable.

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Surveys Best practices CRM Feedback 59

CSM Magazine

APRIL 26, 2024

As customer expectations continue to rise, organisations must adapt quickly and leverage the latest technologies to stay ahead of the curve. At our recent Disrupt event in London , Sabio’s Mel Bogin and Nicole Regensburg, Global Partner Managers for Salesforce and Genesys/Amazon respectively, joined Craig Murray (Salesforce) and Jeroen Sourbon (Genesys) to discuss the powerful potential of their recent much-publicised collaboration; a collaboration which saw the launch of CX Cloud in late 2023.

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CRM Gamification Wait times Technology 52

AWS Machine Learning

APRIL 26, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG). In previous posts, we covered new capabilities like hybrid search support , metadata filtering to improve retrieval accuracy , and how Knowledge Bases for Amazon Bedrock manages the end-to-end RAG workflow.

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APIs Enterprise Chatbots Engineering 105

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The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

Customer Experience