Tue.Nov 12, 2024

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Five Reasons Why Customers Leave

ShepHyken

I was recently hired as a keynote speaker to talk to a group of financial advisors about client service. One of the topics of the meeting was a discussion about why a client would leave. The most obvious reason might be that the financial advisor gave bad advice, and the client lost money. But let’s assume the advisor is smart, the advice is sound, and the return on investment meets expectations.

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The AI Revolution & Creating Super Agents

Upstream Works

This post is a summary of Upstream Works CEO, Rob McDougall's talk at Fall ’24 AI/COMM titled The AI Revolution in CX. The post The AI Revolution & Creating Super Agents appeared first on Upstream Works.

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Generate financial industry-specific insights using generative AI and in-context fine-tuning

AWS Machine Learning

In this blog post, we demonstrate prompt engineering techniques to generate accurate and relevant analysis of tabular data using industry-specific language. This is done by providing large language models (LLMs) in-context sample data with features and labels in the prompt. The results are similar to fine-tuning LLMs without the complexities of fine-tuning models.

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The Future of Business Connectivity: Wi-Fi 7 and OpenRoaming

Cisco - Contact Center

Wi-Fi 7 offers faster speeds, lower latency, and enhanced performance, enabling businesses to handle growing data demands and support advanced applications like AR, IoT, and telemedicine. The convergence of Wi-Fi 7 and 5G, along with OpenRoaming, ensures seamless, reliable connectivity across industries, improving operational efficiency and customer experiences.

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The Contact Center Manager’s Guide to AI

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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Generative AI for agriculture: How Agmatix is improving agriculture with Amazon Bedrock

AWS Machine Learning

This post is co-written with Etzik Bega from Agmatix. Agmatix is an Agtech company pioneering data-driven solutions for the agriculture industry that harnesses advanced AI technologies, including generative AI, to expedite R&D processes, enhance crop yields, and advance sustainable agriculture. Focused on addressing the challenge of agricultural data standardization, Agmatix has developed proprietary patented technology to harmonize and standardize data, facilitating informed decision-making

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5 Emerging Trends Reshaping Digital Marketing in 2025

OctopusTech

The marketing world of 2025 is rewriting its own rules at the speed of thought. What we’re seeing now is a blend of human psychology and machine intelligence that’s creating entirely new ways to connect with people. The past few years have brought shifts that would have seemed like science fiction just a decade ago. But the changes coming in 2025 aren’t just about flashy new tech or following the latest trends.

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The Ultimate Leadership Guide to Creating a Winning Customer-First Culture

C3Centricity

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Building a genuinely customer-first culture means driving every decision, process, and strategy with the customer’s needs and values at the forefront.

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Introducing Zero-Friction Wireless for Smarter Workplaces

Cisco - Contact Center

The new Cisco Wi-Fi 7 access points are more than just upgrades. Our high-end 9176 and 9178 models represent a fundamental reimagining of what’s possible in wireless networking.

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How does VoIP Phone Systems Pricing works?

NobelBiz

How Does VoIP Pricing Work? As more businesses migrate to internet-based solutions, VoIP (Voice over Internet Protocol) phone systems have become a popular choice. They are flexible, cost-effective, and have a lot of comprehensive features. Traditional phone systems rely on costly infrastructure, VoIP, on the other hand, uses the internet to handle calls, making it a more affordable option with numerous advanced features.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Cleaner air, healthier buildings: How Carbon Reform is modernizing indoor environments for health and efficiency

Cisco - Contact Center

Learn more about why the Cisco Foundation invested in Carbon Reform, a startup with solutions that address both indoor air quality and energy efficiency, through its Regenerative Future Fund.

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How Agent Stress Can Tank Your Customer Service Scores

Vistio

Stress among agents isn’t just an inconvenience—it’s a silent performance killer. Studies show that agent stress levels directly impact customer experience (CX) scores, leaving many organizations wondering why their customer satisfaction rates aren’t hitting the mark. According to recent statistics, over 70% of contact center agents report feeling high levels of stress on a daily basis, and this pressure can lead to burnout, increased turnover, and ultimately, lower CX scores.

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Transforming Hybrid Learning: How the University of Wollongong and Cisco are Revolutionising the Student Experience

Cisco - Contact Center

Discover how the University of Wollongong's partnership with Cisco is setting a new standard in hybrid learning by leveraging cutting-edge technology to enhance student experiences and achieve global recognition.

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Your 24/7 Sales Superhero is Here: AI Voice Agent

JustCall

“What keeps you up at night nowadays?” “Besides my two-year-old? Artificial Intelligence.” is how I replied a few months ago, and then we doubled down on making it work for you. We’ve dreamt about this for weeks and spent sleepless nights building it: a smarter way to handle inbound sales calls around the clock. Today, it’s here — AI Voice Agent is ready to assist your sales team 24/7.

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Your Roadmap to Successful AI Implementations in the Contact Center

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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Why Blanket Discounts Are Not the Answer to the Customer Retention Conundrum

CSM Magazine

It’s well-known that keeping an existing customer is far more cost-effective than acquiring a new one. This understanding has pushed customer retention to the forefront in many businesses today. Yet, while companies have embraced new marketing strategies, retention strategies often lag, with many relying on outdated methods. For those organisations that are looking to carve out a competitive advantage in the publishing industry, developing new ways of building customer loyalty has never been mor

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Serving With Honor, Finding Pride: Embracing Authenticity at Cisco

Cisco - Contact Center

After growing up in a military family and serving himself, see how CX Catalyst Renewal Specialist Jeremy R. found a place to call home as his true self at Cisco.

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How to Sell My House Fast

CSM Magazine

Selling your house quickly can feel like a race against time, especially if you’re relocating, facing financial challenges, or just want to move on to the next chapter of your life. But how can you speed up the process without settling for a lower price? In this guide, we’ll explore effective strategies and insider tips to help you sell your house fast while still getting a fair deal.

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Agent Coaching: Importance, Challenges, and Best Practices | AmplifAI

Amplifai Coaching Category

Explore the essentials of modern call center agent coaching, challenges, and how AI capabilities help build a high-performing customer service team.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

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.

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5 Effective Ways to Optimize Your Customer Service in Lending

CSM Magazine

Customer service is something you need to get right regardless of the industry you work in, but it’s especially important for lenders. For customers to trust you to provide financial solutions, you need to demonstrate that you’ll provide excellent customer service throughout the lending process. This article will discuss 5 of the most effective ways to optimize your customer service in lending, ensuring you establish your business’ reliability and increase customer satisfaction.

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What is Signposting, and How is it a Game-Changer for your Call Center?

SQM Group

A simple yet powerful communication technique that enhances overall call flow.

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Auto Buyer Insights: Tech Meets Tradition

Concentrix

Better understand auto buyer behaviors and preferences regarding innovation, empowering you to make informed decisions and drive success.

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Predictive Dialer: A Guide to key Features, Benefits and Uses

Dialer 360

For businesses looking to handle more calls without sacrificing call quality, a predictive dialer is the perfect solution. Useless dialing wastes time and money in your call center. Gone are the days when agents used to dial the numbers to call clients manually. The manual dialing system was very time-consuming and hectic for call center agents. Before calling, they wait for customers to pick up the call as well as manage other things.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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Deliver personalized marketing with Amazon Bedrock Agents

AWS Machine Learning