CSM Magazine

JANUARY 29, 2024

89% of consumers said they are more likely to buy from a business again if they have a positive customer service experience. Improving customer service is easier said than done, and typically involves potentially costly employee training. What if employers could improve customer service by changing how they hire new customer-facing employees? One company just released a report demonstrating how skill-based hiring technology improved the on-the-job performance of new customer service representati

Customer Service 52

Customer Service outsourcing Call Center Sales 52

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives? What is the key to successfully transforming work culture to better serve customers? Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact?

Customer Experience 250

Customer Experience Customer centricity Consulting Consulting 250

TechSee

JANUARY 29, 2024

Generative AI , such as Large Language Models (LLMs), will dramatically change multiple industries, including the service and customer experience (CX) space. This new class of technology brings incredible opportunity, as well as a new set of challenges. This post will explore the promise, the potential pains, and why you should take an optimistic view of this technology.

Enterprise 124

Enterprise Contact Center Wait times Technology 124

AWS Machine Learning

JANUARY 29, 2024

When deploying a large language model (LLM), machine learning (ML) practitioners typically care about two measurements for model serving performance: latency, defined by the time it takes to generate a single token, and throughput, defined by the number of tokens generated per second. Although a single request to the deployed endpoint would exhibit a throughput approximately equal to the inverse of model latency, this is not necessarily the case when multiple concurrent requests are simultaneous

Benchmark 121

Benchmark APIs Enterprise Accountability 121

Advertisement

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

CSM Magazine

JANUARY 29, 2024

If there are any questions or problems, non GamStop casino customer service should be available to players at any time. Live chat is often available around the clock or via email. The competence of the agents plays an important role because this is the only way to ensure customer satisfaction. Which Criteria Are Particularly Important for Customer Service?

Customer Service 59

Customer Service Accountability Customer Support 59

Comm100

JANUARY 29, 2024

Each year, Comm100 produces its annual live chat performance benchmark report that reveals exclusive and essential data points – and this year is no different. This report is designed to help: Live chat teams understand how they compare to peers in their industry and of the same team size, and Organizations that are considering the adoption of live chat and want to learn how it could improve their operations.

Benchmark 52

Benchmark Wait times Personalization Customer Service 52

CSM Magazine

JANUARY 29, 2024

Choosing the right wholesale commerce solution for your distribution business isn’t a task to take lightly. It’s an essential tool that could either streamline your operations or create endless headaches. With countless options available in today’s market, it can be overwhelming to identify which one is ideally suited to your specific needs.

Customer Support 52

Customer Support APIs Analytics CRM 52

Cisco - Contact Center

JANUARY 29, 2024

E-rate, also known as the Schools and Libraries Program, is a federal program that provides discounts on services to ensure that schools and Libraries across the United States can receive affordable… Read more on Cisco Blogs

Education 52

Education 52

CSM Magazine

JANUARY 29, 2024

The Centers for Medicare and Medicaid Services (CMS) test call season is right around the corner, which means prospective beneficiary call centers are bracing themselves for the Accuracy & Accessibility Study. The Accuracy & Accessibility Study is part of the CMS Star Ratings program and includes test calls that are made by CMS “secret shoppers” every year between February and June.

Calibration 52

Calibration Call Center Scripts Telecommunications 52

Advertisement

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

JustCall

JANUARY 29, 2024

How do you stack up to Kixie?” is probably one of our most frequently asked questions on demo calls — and it’s a fair one to ask, given how similar JustCall and Kixie can appear at the outset, and how big an investment a sales dialer can be. The good folks at Kixie have built what we think is a seriously competitive offering. But is it the right fit for you?

Sales 52

Sales APIs Analytics Abandon rate 52

Cisco - Contact Center

JANUARY 29, 2024

As we stride confidently into 2024, Cisco’s commitment to fostering a mutually beneficial partnership with our esteemed global partners remains unwavering.

Engineering 52

Engineering 52

Kapta Customer Success

JANUARY 29, 2024

Are you considering layoffs due to unpredictable markets and economic conditions? Companies striving to do more with less seek ways to cut costs. Staff cutbacks may seem like an easy solution, but the outcome is often less than ideal.

CRM 45

CRM Accountability Management Marketing 45

Cisco - Contact Center

JANUARY 29, 2024

Since its launch in 2014, Cisco DevNet has been more than just a platform for developers and IT professionals.

52

52

Advertisement

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

Certified Languages International

JANUARY 29, 2024

Through on-demand video interpretation platforms, online American Sign Language (ASL) interpreter services allow deaf and hard-of-hearing users to securely access a sign language interpreter within minutes. This provides real-time communication access for meetings, appointments, interviews, calls, and more. What is an ASL video interpreter? A video ASL interpreter is a sign language interpreter who provides remote, on-demand interpreting services through video conferencing technology instead of

Best practices 40

Best practices Accountability Technology Personalization 40

Cisco - Contact Center

JANUARY 29, 2024

Cisco Live EMEA is quickly approaching! Next week, starting on February 5, we kick things off in Amsterdam.

Customer Experience 52

Customer Experience 52

Certified Languages International

JANUARY 29, 2024

Providing high-quality Spanish interpretation services is critical for organizations across industries to serve limited English proficient (LEP) Hispanic and Latino communities effectively. As the demand for Spanish language assistance grows, companies must ensure accurate communication, impactful language connections, and positive experiences by working with professional interpreters.

Banking 40

Banking Healthcare Best practices Education 40

CSM Magazine

JANUARY 29, 2024

Banks, e-commerce, online casinos, and many other types of businesses require customer service. Every reputable company ensures that its customers can contact them in case they have any questions or experience any problems. If users have complaints, this feedback helps a brand improve its weak points. Efficient customer support management is a way for a business to develop and flourish.

Omni-channel support 52

Omni-channel support Customer Service Entertainment Banking 52

Advertisement

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

Certified Languages International

JANUARY 29, 2024

Navigating complex mortgage applications can be incredibly difficult for non-English-speaking immigrants in America. From deciphering financial terminology to providing properly translated income statements to understanding convoluted application questions about loan agreements—there are common challenges in mortgage interpreting , and it’s easy to get lost.

Banking 40

Banking industry standards Government Healthcare 40

JustCall

JANUARY 29, 2024

“Which sales dialer is the best for my business? JustCall or Convoso?” Google hears this one whispered quite often. Truth be told, the JustCall vs Convoso debate can feel like a dial phone caught in a tornado—spinning heads and all. If you’re eyeing JustCall and Convoso, chances are you’re on the hunt for a robust and user-friendly cloud-based call center solution.

Sales 52

Sales Abandon rate APIs CRM 52