24-7 InTouch

SEPTEMBER 6, 2024

Balancing operational efficiency with exceptional customer service is a challenge, especially as companies scale their support teams. The solution? Innovative digital tools that not only streamline processes but also maintain the high-quality service customers demand. A leading car-sharing app partnered with us to reduce agent handling time, boost interaction accuracy, and build customer trust.

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Average Handle Time Technology Customer Service 52

Beyond Philosophy

SEPTEMBER 6, 2024

In this episode, we tackle a thought-provoking question from one of our listeners: Is it ethical to use urgency as a marketing tactic? This question sparked a deep conversation about the ethics of digital marketing, particularly the use of scarcity to drive sales. We feature insights from Daniel Bisett , partner and CXO at WeRock DM , who shares his thoughts after watching “The Social Dilemma” and wrestling with the impact of digital marketing on mental health.

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AWS Machine Learning

SEPTEMBER 6, 2024

This post was co-written with Mickey Alon from Vidmob. Generative artificial intelligence (AI) can be vital for marketing because it enables the creation of personalized content and optimizes ad targeting with predictive analytics. Specifically, such data analysis can result in predicting trends and public sentiment while also personalizing customer journeys, ultimately leading to more effective marketing and driving business.

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delighted

SEPTEMBER 6, 2024

What do customers really think about your brand? Understanding your customers’ perceptions of your brand can help you bolster market research, identify ways to improve your brand’s reputation, and much more. Brand perception surveys are instrumental tools for uncovering not only how customers feel about your brand but also how they communicate that to new, potential customers and beyond.

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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

AWS Machine Learning

SEPTEMBER 6, 2024

Generative artificial intelligence (AI) applications powered by large language models (LLMs) are rapidly gaining traction for question answering use cases. From internal knowledge bases for customer support to external conversational AI assistants, these applications use LLMs to provide human-like responses to natural language queries. However, building and deploying such assistants with responsible AI best practices requires a robust ground truth and evaluation framework to make sure they meet

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DMG Consulting

SEPTEMBER 6, 2024

Conversational AI Competitive Landscape September 2024 The conversational artificial intelligence (CAI) market is already crowded, with over 100 established platform and/or customer self-service competitors and more entering the sector. Each CAI offering is unique: some vendors’ platforms include both customer self-service and agent assist/augmentation applications; others concentrate solely on delivering customer self-service capabilities; and there are also best-of-breed providers focused on e

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Concentrix

SEPTEMBER 6, 2024

See how a renewable energy leader streamlined service and boosted satisfaction with our innovative customer experience management platform solution.

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Customer Experience Technology Management 62

OctopusTech

SEPTEMBER 6, 2024

It appears that the existence of zero-click search is due to the ease with which information is currently obtainable. Users can now easily obtain the information they need without having to click on search results. Zero Clicks are built upon knowledge graphs, featured snippets , and other search engine capabilities. Nearly 60% of all research projects in the coming years will lead to zero clicks.

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Construction Engineering Metrics Marketing 62

Kapta Customer Success

SEPTEMBER 6, 2024

Discover how Kapta's Key Account Management Software can elevate your relationship with key customers. Dive into our blog to explore features that streamline account management and enhance strategic customer engagements. Experience a smarter way to maintain and grow your most valuable business relationships.

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Accountability CRM Management 59

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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.

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ChurnZero

SEPTEMBER 6, 2024

Outcomes-based customer success is a strategy focused on ensuring that customers achieve their desired outcomes with your product. It sounds straightforward but it’s easier said than done. It takes a focused team with strong listening and coaching skills, a deep understanding of your product, a curiosity to understand customer goals, and a proactive, strategic approach to engagement.

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CSM Magazine

SEPTEMBER 6, 2024

Today’s marketing industry is fast-paced and rapidly developing. In such a world, it can be more challenging than ever to capture and retain customers’ attention. That’s where humor can help. Using funny pictures of people in your marketing strategy can be a game-changer and help you engage with your audience in a memorable and relatable way.

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Amplifai Coaching Category

SEPTEMBER 6, 2024

Discover the science behind the Service Recovery Paradox customer service phenomenon, explore real-world examples, and get practical tips for implementation. Find out how to measure its impact and use technology to amplify its effects in your business.

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CSM Magazine

SEPTEMBER 6, 2024

Cryptocurrency has exploded in popularity in recent years. Bitcoin, in particular, has seen its value skyrocket to an all-time high of $73,000 in March 2024. As more people are getting involved with Bitcoin, one of the most common questions is: what is the easiest way to buy Bitcoin with a credit card ? Using a credit card to purchase Bitcoin can be one of the simplest and most convenient options for beginners.

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industry standards Accountability Customer Support Management 52

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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

Advantage Communications

SEPTEMBER 6, 2024

Outsourcing, the practice of contracting out specific business functions to external BPO providers, has become increasingly popular over time. This practice is driven not only by the recognition of the cost-saving benefits it offers, but also as a strategic tool for obtaining specialized talents, increasing scalability, and promoting innovation. This allows businesses to focus on their core competencies while delegating non-core operations to BPO firms.

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CSM Magazine

SEPTEMBER 6, 2024

When faced with the aftermath of medical negligence, the journey toward justice can be daunting. Medical negligence cases are complex, requiring not only emotional resilience but also a deep understanding of the legal landscape. Having expert legal support is not just beneficial—it’s essential. This article explores what it means to have expert legal support during a medical negligence case and why it can make all the difference.

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Healthcare Consulting Consulting Accountability 52

DMG Consulting

SEPTEMBER 6, 2024

MEDIA ALERT DMG Consulting Releases 2024 – 2025 Conversational AI Solutions for the Enterprise Report Sector is well-positioned to experience triple-digit revenue growth Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services What: Releases 2024 – 2025 Conversational AI Solutions for the Enterprise Report When: Today, 6 September 2024 Where: Available at the DMG Consulting online store Background: DMG Consulting LLC , a leading provi

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OctopusTech

SEPTEMBER 6, 2024

Shop owners can offer goods and services on e-commerce platforms like Shopify and Etsy. The primary distinction between the two is that, while Etsy is a marketplace, Shopify enables users to design their own branded space. Though many sellers also resell vintage clothing, craft supplies, and other unusual items, handcrafted goods are the primary focus of Etsy.

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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