Cyara
FEBRUARY 8, 2024
For some time now, contact centers have felt the pressure building to adopt or upgrade their existing conversational AI solutions. In 2023, the dam finally broke. After ChatGPT went mainstream, it quickly became clear that conversational AI would forever change the way brands interact with their customers.
Beyond Philosophy
FEBRUARY 8, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Let’s begin this week’s issue with a test. I am going to share a British idiom, and you are going to determine what it means. It’s simple enough, yes? We will be on the honor system, so score yourself as you go along.
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Callminer
FEBRUARY 8, 2024
Uncovering channel-specific insights can ensure a seamless customer journey, as well as driving business improvements that make a difference in EX and CX. Read more in our blog.
AWS Machine Learning
FEBRUARY 8, 2024
Generative AI agents are a versatile and powerful tool for large enterprises. They can enhance operational efficiency, customer service, and decision-making while reducing costs and enabling innovation. These agents excel at automating a wide range of routine and repetitive tasks, such as data entry, customer support inquiries, and content generation.
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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.
Toister Performance Solutions
FEBRUARY 8, 2024
I love In-N-Out for its remarkable consistency. The service is the same every time I go. There's a warm and friendly greeting. The cashier takes my order and confirms it. They conclude the transaction by handing me my receipt, telling me my guest number, and thanking me. It always happens. Each step has a purpose. The greeting establishes rapport and makes me feel welcome.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
FEBRUARY 8, 2024
Today, Cisco announced that it joined more than 200 of the nation’s leading artificial intelligence (AI) stakeholders to participate in a U.S.
ChurnZero
FEBRUARY 8, 2024
Last month, ChurnZero’s article on customer success trends for 2024 came with a warning for CS teams and their leaders from one contributor. “2024 is when “more with less” starts to see diminishing returns,” predicted Ryan Johansen. “Burnout gets worse and starts to have a larger effect on attrition, performance, and customer interactions.” Now a successful stress management and productivity coach who works with go-to-market SaaS teams, Ryan was once a customer success leader, until burnout pro
Cisco - Contact Center
FEBRUARY 8, 2024
At Cisco, virtually all customers I’ve met with have a cloud presence — regardless of the size of their industry.
Hodusoft
FEBRUARY 8, 2024
A Comprehensive Guide to Coordinating and Unifying Channels & Devices in the MSP Industry Today, more and more enterprises are investing money in Managed Service Providers (MSPs) than ever before. Traditionally, the majority of clients of MSPs used to be small and midsize businesses (SMBs), government agencies, not-for-profit organizations, and other organizations that don’t have a dedicated in-house IT team.
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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.
CSM Magazine
FEBRUARY 8, 2024
Cirrus, a pioneer in exceptional customer experience solutions, has partnered with Redcentric, the UK’s most comprehensive managed IT service provider. This collaboration is set to empower organisations with unparalleled IT and customer service solutions, driving significant advancements in customer experience and digital transformation. Kieran Brady, Group Sales and Marketing Director at Redcentric said “We are pleased to be partnering with Cirrus, to offer the market an omni-channel contact ce
Amplifai Coaching Category
FEBRUARY 8, 2024
Job interview questions for Call Center Manager, Call Center Team Leader, and VP of Operations roles with expert strategies to ace your interview and lead successfully.
CSM Magazine
FEBRUARY 8, 2024
Game localization is important to make sure that online gaming games are changed to fit the likes, rules, and cultural norms of different people. Putting together a fun game that anyone can play requires more than just translating words. On the other hand, customer service is very important for online games, especially when it comes to localization.
DMG Consulting
FEBRUARY 8, 2024
AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year. The survey we conducted in December 2023 captured this information for 2024.
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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.
ConvergeOne
FEBRUARY 8, 2024
The FCC's unanimous decision broadens the scope of the anti-robocall rules under the 1991 Telephone Consumer Protection Act (TCPA) to include unsolicited calls made with AI deepfake voices. This move comes in the wake of incidents like the fake robocall that mimicked President Joe Biden, which targeted voters in New Hampshire, illustrating the urgent need for regulatory action.
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