CCNG

NOVEMBER 13, 2024

A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. At the same time, rapid advances in Artificial Intelligence (AI) are transforming technology and redefining how we live, work, and communicate. Just as the internet of the 1990s evolved into today’s world of smartphones, social media, connected devices, and remote work, AI is now drawing a line between our pre-AI past and a future where it is as int

Contact Center 195

Contact Center CCNG Technology SaaS 195

AWS Machine Learning

NOVEMBER 13, 2024

Live streaming has been gaining immense popularity in recent years, attracting an ever-growing number of viewers and content creators across various platforms. From gaming and entertainment to education and corporate events, live streams have become a powerful medium for real-time engagement and content consumption. However, as the reach of live streams expands globally, language barriers and accessibility challenges have emerged, limiting the ability of viewers to fully comprehend and participa

APIs 130

APIs Scripts Accountability Entertainment 130

AnswerConnect

NOVEMBER 13, 2024

Discover how to use the power of empathy in your customer service. Build trust and improve customer retention with empathetic customer service experiences. The post How to unlock the power of empathy to improve customer retention appeared first on AnswerConnect Blog.

Customer retention 98

Customer retention Customer Service Answering services 98

AWS Machine Learning

NOVEMBER 13, 2024

In ecommerce, visual search technology revolutionizes how customers find products by enabling them to search for products using images instead of text. Shoppers often have a clear visual idea of what they want but struggle to describe it in words, leading to inefficient and broad text-based search results. For example, searching for a specific red leather handbag with a gold chain using text alone can be cumbersome and imprecise, often yielding results that don’t directly match the user’s intent

Engineering 114

Engineering Management APIs Healthcare 114

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A high-quality customer experience creates loyal customers for years to come and makes for an easy win against businesses that are competing on other factors like price and quality. We partnered with ContactBabel to uncover the biggest hurdles businesses face when trying to improve CX and offer practical suggestions to overcome them.

Technology

Cisco - Contact Center

NOVEMBER 13, 2024

You have an electronic product that is no longer working and it has now become what is sometimes referred to as “e-waste.” Learn more about this topic from Cisco's Kelsi Doran.

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Calltools

NOVEMBER 13, 2024

Contact center interactions tend to be, well, a little samey. Overused phrases like “Thanks for calling” and “I understand how frustrating that must be” can seem like agents are just going through the motions. That makes it difficult to establish genuine connections with customers. Imagine that you could tailor communications based on each contact.

Scripts 52

Scripts CRM call center software Technical Support 52

SharpenCX

NOVEMBER 13, 2024

Boost your SMB's customer service with cloud-based, AI-driven tools to improve efficiency and seamless omnichannel support. Contact us today!

Customer Service 67

Customer Service Call Center Customer Experience 67

Zappix

NOVEMBER 13, 2024

Today, customers expect seamless, responsive, and efficient interactions across all touchpoints. From ordering a coffee to scheduling a doctor’s appointment, people look for experiences that are easy, fast, and accessible. For businesses, this means adapting to meet these high expectations or risking customer dissatisfaction and churn. That’s where digital engagement shines, transforming clunky, manual processes into streamlined experiences that drive both operational efficiency and customer sat

Healthcare 52

Healthcare Self service Interactive Voice Response Customer centricity 52

CSM Magazine

NOVEMBER 13, 2024

In today’s fast-paced world, service-based industries need tools that can help manage and optimize workflow efficiently. Whether it’s scheduling appointments, managing resources, or tracking projects, having the right tools can significantly improve productivity and customer satisfaction. For example, salons can benefit from [link] , which offers features like online booking and point-of-sale management, allowing them to streamline operations without extra costs.

Management 52

Management Sales Technology 52

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Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.

Technology

Cisco - Contact Center

NOVEMBER 13, 2024

Celebrate the future of technology from Partner Summit 2024! Discover the Cisco 360 Partner Program and One Cisco initiative, empowering partners to drive AI transformation and deliver unparalleled customer outcomes.

Technology 63

Technology 63

Balto

NOVEMBER 13, 2024

If you’re running a contact center today, you know that keeping a pulse on your customer is everything. But surveys and outdated speech analytics aren’t cutting it anymore. Large language models (LLMs)—advanced AI systems trained on vast amounts of text data—are changing the game, bringing a level of insight we’ve never seen before. Now, it’s not just about handling calls better; it’s about contact centers gaining a real voice and influence across the business.

Contact Center 52

Contact Center Analytics Surveys Sales 52

CSM Magazine

NOVEMBER 13, 2024

Business Systems Ltd , an industry expert in digital communications solutions, and teneo.ai – the AI-driven contact centre platform – are joining forces to present a webinar that focuses on ‘Five Signs Your Contact Centre Needs to Go Digital-First.’ The webinar, scheduled for 19 November 2024, will explore how contact centres can embrace an AI-powered, agentless model to enhance customer satisfaction, reduce churn, and significantly scale operations.

Best practices 52

Best practices Technology Customer Experience Management 52

Abby Connect

NOVEMBER 13, 2024

How Abby Connect is Tackling Bias in Our Ai Virtual Receptionist Artificial intelligence is changing the way we live and work. From Ai virtual receptionists to automated customer service, Ai systems are increasingly handling tasks that once required human interaction. But as Ai takes on more responsibilities, a pressing question arises: Is AI sexist?

Customer Service 52

Customer Service 52

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Best practices

CSM Magazine

NOVEMBER 13, 2024

The importance of trust in today’s digital environment cannot be overstated. In order for customers to want to do business with you, they need to be able to trust you and not have any doubt that their information will be protected. One key way that businesses can establish this trust is by demonstrating their commitment to security and becoming SOC 2 compliant.

Management 52

Management Customer Service 52

Concentrix

NOVEMBER 13, 2024

Safeguard against increasingly advanced email threats with best practices for a robust strategy that integrates AI with human insight.

Best practices 48

Best practices Technology 48

TCN

NOVEMBER 13, 2024

Your contact center is nothing without its customers. So, shouldn’t you be doing everything you can to optimize customer satisfaction? TCN understands that it can be daunting to know exactly how to approach improving your customer experience – that’s why it’s so important to utilize solutions like Voice Analytics, which extract insights from conversations to […] The post Why Your Contact Center Needs Voice Analytics appeared first on TCN.

Analytics 52

Analytics Contact Center Customer Experience 52

5CA

NOVEMBER 13, 2024

The post October Wrap-Up: Every Month is Cybersecurity Month at 5CA appeared first on 5CA.

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

AWS Machine Learning

NOVEMBER 13, 2024

The financial and banking industry can significantly enhance investment research by integrating generative AI into daily tasks like financial statement analysis. By taking advantage of advanced natural language processing (NLP) capabilities and data analysis techniques, you can streamline common tasks like these in the financial industry: Automating data extraction – The manual data extraction process to analyze financial statements can be time-consuming and prone to human errors.

APIs 112

APIs Banking Enterprise Metrics 112

CSM Magazine

NOVEMBER 13, 2024

In the competitive world of real estate, exceptional customer service can be the key differentiator that sets you apart from the competition. From first-time buyers to seasoned investors, clients seek agents who are not only knowledgeable but also responsive, attentive, and approachable. Let’s explore ten valuable tips that can elevate your customer service game and help build lasting relationships with your clients according to Verde Trader.

Real estate 98

Real estate Customer Service Finance Customer centricity 98

AWS Machine Learning

NOVEMBER 13, 2024

You can now register machine learning (ML) models in Amazon SageMaker Model Registry with Amazon SageMaker Model Cards , making it straightforward to manage governance information for specific model versions directly in SageMaker Model Registry in just a few clicks. Model cards are an essential component for registered ML models, providing a standardized way to document and communicate key model metadata, including intended use, performance, risks, and business information.

Government 111

Government Engineering Metrics APIs 111

CSM Magazine

NOVEMBER 13, 2024

Picture this: You’re sitting at your desk, surrounded by a mountain of textbooks, notes scattered like confetti, and a to-do list that seems to be multiplying by the minute. Deadlines are looming, your brain is fried, and you’re starting to feel like you’re drowning in a sea of assignments. We’ve all been there, those moments when the weight of academic expectations feels like it’s crushing us.

Analytics 52

Analytics Customer Support 52

Advertiser: ZoomInfo

Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.

Sales

AWS Machine Learning

NOVEMBER 13, 2024

The market size for multilingual content extraction and the gathering of relevant insights from unstructured documents (such as images, forms, and receipts) for information processing is rapidly increasing. The global intelligent document processing (IDP) market size was valued at $1,285 million in 2022 and is projected to reach $7,874 million by 2028 ( source ).

APIs 105

APIs Accountability industry solution Management 105

CSM Magazine

NOVEMBER 13, 2024

In an ever-dynamic world where technology is on the rise, intellectual property (IP) cannot be underestimated since it is an essential component in revising prospects and growth for companies. However, the management of IP assets–which includes patents, trademarks, trade secrets, and copyrights—necessitates utmost order and security measures. IP Management Software defines a centralised solution to track, safeguard, and maximise the value of these assets.

Management 52

Management Finance Enterprise Analytics 52

CSM Magazine

NOVEMBER 13, 2024

As organizations move towards cloud-based environments and enable remote work, adopting a Zero Trust Security model has become a necessity. The core principle of Zero Trust is simple yet powerful: never trust, always verify. It assumes that no user, device, or system—whether inside or outside the network—should be trusted by default. Continuous verification and validation are key to ensuring security.

Accountability 52

Accountability Technology Analytics Personalization 52

CSM Magazine

NOVEMBER 13, 2024

Privacy solution provider Privado.ai released its 2024 State of Website Privacy Report , which reveals that 75% of the 100 most visited websites in the U.S. and Europe are not compliant with current privacy regulations. Despite stricter privacy enforcement in Europe, Privado found a surprising 74% of top websites in Europe do not honor opt-in consent as required by Europe’s General Data Protection Regulation (GDPR).

Advertising 52

Advertising Government Personalization Accountability 52

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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center

CSM Magazine

NOVEMBER 13, 2024

With its short, interesting movies that seem to grab consumers almost instantaneously, TikTok has gone global. Still, what drives this compulsive platform? The response is a mix of cutting-edge technology and thorough awareness of human psychology. Examining how TikTok attracts users and keeps them returning for more, this article explores the psychological processes behind the viral algorithm of the platform.

Accountability 52

Accountability Personalization Technology Customer Experience 52