ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. ‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection.

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AWS Machine Learning

NOVEMBER 18, 2024

Today, we are happy to announce the availability of Binary Embeddings for Amazon Titan Text Embeddings V2 in Amazon Bedrock Knowledge Bases and Amazon OpenSearch Serverless. With support for binary embedding in Amazon Bedrock and a binary vector store in OpenSearch Serverless, you can use binary embeddings and binary vector store to build Retrieval Augmented Generation (RAG) applications in Amazon Bedrock Knowledge Bases, reducing memory usage and overall costs.

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Benchmark APIs Engineering Analytics 102

Cisco - Contact Center

NOVEMBER 18, 2024

In today’s fast-paced digital landscape, finding precise and relevant information is crucial. At DevNet, we continuously innovate to enhance the user experience and streamline how our users interact with our platform.

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APIs 97

AWS Machine Learning

NOVEMBER 18, 2024

This post is co-written with Kaustubh Kambli from DXC Technology. DXC Technology is an IT services leader with more than 130,000 employees supporting 6,000 customers in over 70 countries. DXC builds offerings across industry verticals to deliver accelerated value to their customers. One of the sectors DXC has deep expertise in is energy. The oil and gas industry relies on discovering new drilling sites to drive growth.

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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

Cisco - Contact Center

NOVEMBER 18, 2024

Discover Cisco's exciting updates from WebexOne and Partner Summit! From AI-driven solutions to the new Cisco 360 Partner Program, explore how we're driving innovation and growth together. Watch event highlights now!

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CSM Magazine

NOVEMBER 18, 2024

Contact center agents spend a significant amount of time glued to computer screens, managing customer queries, and ensuring efficient service delivery. While the role is essential for maintaining high levels of customer satisfaction, it often exposes agents to eye strain—a common occupational hazard that can lead to discomfort, reduced productivity, and even long-term vision problems.

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call center professionals Call Center Contact Center Surveys 52

AWS Machine Learning

NOVEMBER 18, 2024

This post is co-authored with Nishant Gupta from InsuranceDekho. The insurance industry is complex and overwhelming, with numerous options that can be hard for consumers to understand. This complexity hinders customers from making informed decisions. As a result, customers face challenges in selecting the right insurance coverage, while insurance aggregators and agents struggle to provide clear and accurate information.

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CSM Magazine

NOVEMBER 18, 2024

Exhibiting at industry trade shows is a great way for a brand to connect with its existing customers and prospects in a face-to-face, meaningful way. They’re great for networking, showcasing existing products and demonstrating new ones, generating leads and making sales, and increasing brand awareness. However, with trade shows becoming more popular and many brands fighting for your customer base’s attention, attracting attendees to your booth is becoming increasingly challenging.

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AWS Machine Learning

NOVEMBER 18, 2024

Resilient architectures are the foundation upon which successful businesses are built. However, keeping up with the latest advancements and making sure your systems are resilient can be a daunting task. Between monitoring, analyzing, and documenting architectural findings, a lack of crucial information can leave your organization vulnerable to potential risks and inefficiencies.

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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

CSM Magazine

NOVEMBER 18, 2024

Effective sharing of documents is essential for both businesses and individuals. The ongoing discussion revolves around whether it is better to upload PDF files or send them as email attachments. By comprehending the merits of each approach, individuals can make informed choices. This article delves into the advantages of hosting PDF files on websites as opposed to using email attachments, shedding light on how this decision can influence workflow and communication effectiveness.

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AWS Machine Learning

NOVEMBER 18, 2024

Cloud technologies are progressing at a rapid pace. Businesses are adopting new innovations and technologies to create cutting-edge solutions for their customers. However, security is a big risk when adopting the latest technologies. Enterprises often rely on reactive security monitoring and notification techniques, but those techniques might not be sufficient to safeguard your enterprises from vulnerable assets and third-party attacks.

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APIs Accountability Engineering Enterprise 73

CSM Magazine

NOVEMBER 18, 2024

Auckland, New Zealand’s largest and most vibrant city, is also the country’s tech hub, brimming with opportunities for IT professionals. The city’s tech scene has grown substantially over the past decade, fueled by demand for skilled talent and Auckland’s strategic position in the Asia-Pacific region. For those looking to build a successful tech career, jobs in Auckland offer not only promising career growth but also the chance to contribute to cutting-edge projects across vari

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Vistio

NOVEMBER 18, 2024

The way we access and share information in the workplace is changing—fast. Yet, many contact centers are still clinging to their outdated knowledge bases like travelers refusing to give up paper maps in a world of GPS. Sure, they technically “work,” but are they efficient? Do they empower agents to deliver exceptional service? The short answer is no.

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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

CSM Magazine

NOVEMBER 18, 2024

CommBox , a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity. PSG Equity is a leading growth equity firm that specializes in partnering with software and technology-enabled services companies to help navigate and capitalize on transformational growth.

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ChurnZero

NOVEMBER 18, 2024

The SaaS industry was hit hard in late 2022 through 2024. Shifts in market dynamics led investors to favor financial stability and profitability over “growth at all costs,” putting retention at the center of most businesses. The metrics of retention (gross revenue retention or net revenue retention) are now cemented as the qualifying metrics when investors and boards ask about a company’s health.

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CSM Magazine

NOVEMBER 18, 2024

In the context of the highly competitive gambling industry, the provision of exemplary customer service has evolved from being a mere desirable attribute to a crucial imperative. It can be reasonably deduced that casinos which prioritise customer satisfaction are more likely to attract and retain players, particularly those who are willing to place high-value bets.

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Injixo

NOVEMBER 18, 2024

In a previous blog post , we defined, compared, and contrasted workforce optimization, workforce management, and workforce engagement management (WFO, WFM, and WEM). The purpose of this post is to identify the options for acquiring WFO, WFM, and WEM software, examine the pros and cons of each, and provide guidance to help you choose the solution (or solutions) that will work best for you.

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Management 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

24-7 InTouch

NOVEMBER 18, 2024

With purchases just a click away, there is a growing need for quick and efficient support. Brands that rely solely on interactive voice response (IVR) risk lower customer satisfaction (CSAT) scores. The inefficiency and high cost of voice agents can also cause revenue loss. In response to these challenges, many companies have incorporated SMS deflection as a strategy to enhance CSAT and optimize operations. 63% of people would rather message than call customer service or email 66% of people are

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Cisco - Contact Center

NOVEMBER 18, 2024

One of the most effective strategies for protecting your digital assets is microsegmentation. The success lies in how it's implemented and the planning.

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Concentrix

NOVEMBER 18, 2024

Find out what made Concentrix a Strong Performer among the nine top vendors in the customer feedback management market.

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Feedback Management Marketing 48

Cisco - Contact Center

NOVEMBER 18, 2024

Organizations can benefit from designing storage area networks (SANs) that are not only secure, but also with less impact on the planet.

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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

ShepHyken

NOVEMBER 18, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a brand promise? What is the role of branding in enhancing the customer experience? How can businesses define their brand to impact customer relationships meaningfully? How does empowering employees align with a company’s brand promise?

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Consulting Consulting Marketing Customer Experience 315

AWS Machine Learning

NOVEMBER 18, 2024

This post is co-written with Vladimir Turzhitsky, Varun Kumar Nomula and Yezhou Sun from MSD. Generative AI is transforming the way healthcare organizations interact with their data. Large language models (LLMs) can help uncover insights from structured data such as a relational database management system (RDBMS) by generating complex SQL queries from natural language questions, making data analysis accessible to users of all skill levels and empowering organizations to make data-driven decision

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Healthcare APIs Engineering Analytics 100