Enghouse Interactive
JULY 11, 2024
Explore the top Talkdesk alternatives in the CCaaS market. Discover why Enghouse stands out with its robust features, affordability, and exceptional support. This guide offers an in-depth comparison to help you choose the best CCaaS solution for your needs.
Beyond Philosophy
JULY 11, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Sanjay Patel has a pickle, and he wants our help. It’s a simple question but a profound one: How do you get the senior exec to buy into your program? In other words, how do you deal with senior management?
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Callminer
JULY 11, 2024
Text analytics is the process of extracting data from written texts to understand customer behavior and thoughts, aiming to improve customer experience. Read this blog to learn more.
Select VoiceCom Blog
JULY 11, 2024
Select VoiceCom named Rojel Lunzaga the SVC Titan of the Month for June. He was the first-ever top performer to receive this prestigious award for his outstanding performance and dedication in the Facilities and Safety department. Rojel lived up to the title of the best among the rest, as he rose above the steep competition. This impressive mark only proved that he’s a talented and committed employee who contributed greatly to SVC’s success.
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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.
Cisco - Contact Center
JULY 11, 2024
Simplify Your Remote Work Security and Systems with These 5 Tips If you frequent our blog, you know how often we talk about remote work and how it’s here to stay.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
MiaRec
JULY 11, 2024
Call centers generate enormous volumes of data, but without the right tools to make this data accessible, they are known to starve for insights. And I should know because I was a contact center team leader for years. One of my biggest frustrations was that I always spent a large portion of my day tediously evaluating my agents using mind-numbing scorecards.
Avoxi
JULY 11, 2024
AVOXI's Managed Porting Service: Streamlining Global Number Transfers for Large Porting Projects For companies that rely on phone-based customer service, sales, or support, their phone numbers are often tied to their brand identity and to delivering exceptional customer experience. As such, when a business switches voice providers, ensuring a smooth transition of these numbers is… The post AVOXI’s Managed Porting Service: Streamlining Global Number Transfers for Large Porting Project
MiaRec
JULY 11, 2024
In June 2023, we published an article that compared lexicon-based with Machine Learning or NLP-based Sentiment Analysis. Now, a little more than one year later, we have made another huge leap forward with Generative AI-based Sentiment Analysis!
Ambs Call Center
JULY 11, 2024
You're probably aware that the customer service landscape is changing by the second. The need for a cheaper, more efficient, and consistent customer service solution grows greater every day, but what if that solution is already here ?
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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.
24-7 InTouch
JULY 11, 2024
Creating brand loyalty starts with delivering outstanding customer experiences. In today’s oversaturated market, customers face an overload of choices, leading to analysis paralysis and increased cancellation risks. Building a loyal customer base requires a thorough understanding of the customer life cycle, from acquisition and engagement to upselling and retention.
Help Scout
JULY 11, 2024
What are customer engagement platforms? Learn what they are, how they differ from CRMs, key features of CEPs, and how to choose the best for your business.
TMP Direct
JULY 11, 2024
In the competitive world of home improvement, businesses need a reliable partner to manage sales operations and enhance customer experiences. TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives. By focusing on sales operations through digital/web services, channel and app support, order fulfillment, and account management, we allow our clients to concentrate on their products and strategies.
CSM Magazine
JULY 11, 2024
GEM Environmental Building Services has rolled-out a job management system from BigChange. The cloud-based, 6-in-1 solution live links engineers in the field with back-office management systems providing real-time updated customer interfaces. Using the system GEM has reduced the admin resource required to manage multi-million-pound contracts by around 50 percent whilst improving engineer efficiency by 10 percent.
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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.
Hodusoft
JULY 11, 2024
Reduce Costs, Enhance Security: Why Telecom Companies Need Hosted IP PBX Software? The telecom industry is one of the most competitive and dynamic sectors that holds great significance in the global business landscape. The increased reliance on digital technologies and internet connectivity further accelerates innovation and competition within the sector.
TMP Direct
JULY 11, 2024
In the competitive world of home improvement, businesses need a reliable partner to manage sales operations and enhance customer experiences. TMP Direct’s proven full-function B2C/B2B sales teams are designed to meet this need, driving inbound, outbound, and online sales, signups, and test drives. By focusing on sales operations through digital/web services, channel and app support, order fulfillment, and account management, we allow our clients to concentrate on their products and strategies.
Concentrix
JULY 11, 2024
Learn how a healthcare client overcame data and process challenges using RPA and iPaaS solutions to enhance productivity and accelerate market delivery.
AWS Machine Learning
JULY 11, 2024
Large language models have become indispensable in generating intelligent and nuanced responses across a wide variety of business use cases. However, enterprises often have unique data and use cases that require customizing large language models beyond their out-of-the-box capabilities. Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon th
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!
Concentrix
JULY 11, 2024
Achieve growth and ensure safe gaming experiences among new technologies, regulations, and player expectations with our gaming solutions.
AWS Machine Learning
JULY 11, 2024
In the diverse toolkit available for deploying cloud infrastructure, Agents for Amazon Bedrock offers a practical and innovative option for teams looking to enhance their infrastructure as code (IaC) processes. Agents for Amazon Bedrock automates the prompt engineering and orchestration of user-requested tasks. After being configured, an agent builds the prompt and augments it with your company-specific information to provide responses back to the user in natural language.
Toister Performance Solutions
JULY 11, 2024
Service culture starts with leadership. Providing clear direction is a core part of a leader's job. Customer-focused leaders do this with a customer experience (CX) vision. A CX vision is a shared definition of an outstanding customer experience that gets everyone on the same page. It’s unique to your company and brand. Think of it like a North Star that always guides you in the right direction.
AWS Machine Learning
JULY 11, 2024
Amazon SageMaker Studio provides a comprehensive suite of fully managed integrated development environments (IDEs) for machine learning (ML), including JupyterLab , Code Editor (based on Code-OSS), and RStudio. It supports all stages of ML development—from data preparation to deployment, and allows you to launch a preconfigured JupyterLab IDE for efficient coding within seconds.
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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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
Momentum Telecom
JULY 11, 2024
By now, you’ve likely heard about VoIP communications. Simply put, VoIP refers to voice communication transmitted via the Internet vs. the physical copper phone lines of the past. The explosion of VoIP business solutions has revolutionized what it means to take a work call, enabling the work from anywhere movement. VoIP call routing allows customers and team members to reach an employee on their cell phone, computer, tablet—or any device with an Internet connection—freeing workers from their l
AWS Machine Learning
JULY 11, 2024
Retrieval Augmented Generation (RAG) is a popular paradigm that provides additional knowledge to large language models (LLMs) from an external source of data that wasn’t present in their training corpus. RAG provides additional knowledge to the LLM through its input prompt space and its architecture typically consists of the following components: Indexing : Prepare a corpus of unstructured text, parse and chunk it, and then, embed each chunk and store it in a vector database.
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