Cyara
FEBRUARY 2, 2024
In today’s competitive business landscape, customer experience (CX) plays a pivotal role in determining the success or failure of a company. To design and deliver flawless CX at all times, contact centers must tackle big, complex projects – like cloud migrations or the introduction of new customer channels in line with how their customers prefer to interact.
Beyond Philosophy
FEBRUARY 2, 2024
Have you ever heard the following? Then, Bob’s your uncle. It’s the difference between chalk and cheese. On your bike, then. If you haven’t and you don’t live in the UK, Colin wouldn’t be surprised. They are British idioms and when he employ these expressions with his American pals, they usually don’t know he is talking about. However, his friends and family on the other side of the pond do.
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Cisco - Contact Center
FEBRUARY 2, 2024
Transforming the war room starts with Customer Digital Experience Monitoring (CDEM) to break down silos with correlated, cross-domain insights and efficiency for rapid resolutions.
AWS Machine Learning
FEBRUARY 2, 2024
One of the most useful application patterns for generative AI workloads is Retrieval Augmented Generation (RAG). In the RAG pattern, we find pieces of reference content related to an input prompt by performing similarity searches on embeddings. Embeddings capture the information content in bodies of text, allowing natural language processing (NLP) models to work with language in a numeric form.
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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.
Cisco - Contact Center
FEBRUARY 2, 2024
In August 2023, I authored a blog on Cisco Secure Access , where I discussed the advantages of utilizing a comprehensive, single vendor, Security Service Edge (SSE) packages for both customers and… Read more on Cisco Blogs
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
FEBRUARY 2, 2024
The reason most organizations deliver poor or mediocre customer service is that they don’t understand the power of a customer service strategy. John Tschohl of the Service Quality Institute, explains. Strategy is a powerful tool you can use to gain market share and market dominance. When you develop a customer service strategy, you will crush your competition and grow the value of your business by 100 to 400 percent.
Nicereply
FEBRUARY 2, 2024
Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. This will lead to more referrals, less churn, and ultimately more revenue for your business. Customer success has become a key priority for businesses lately because of the intense competition in most industries.
Working Solutions
FEBRUARY 2, 2024
Customer experience (CX) events are excellent opportunities to learn about the latest industry trends, network, and share insights with innovative individuals. In 2023, we attended a total of 26 CX events, and are excited to share our top picks with you!
JustCall
FEBRUARY 2, 2024
What raises a good sales team to an unstoppable sales force? You guessed it right — a good dialer software dialing its way through hundreds of leads in minutes, addressing agency productivity, and conversion rates. With JustCall and PhoneBurner competing for the spotlight, we understand you’re in a tight spot. There are many questions – which has better dialer features, which sales dialer offers more integration with affordable pricing ?
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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.
Working Solutions
FEBRUARY 2, 2024
Industry leaders from across the globe gathered in Austin for Customer Contact Week to share critical insights on the evolving landscape of customer service. Working Solutions, known for its commitment to innovation and excellence in customer care, was proud to be one of the sponsors.
Unymira
FEBRUARY 2, 2024
The ITAM and SAM landscape has changed significantly in recent times. The acquisitions of LeanIX by SAP and most recently Snow Software by Flexera mark a turning point in our industry. They not only raise positive expectations but also raise important questions for customers about the challenges and opportunities of the future. This blog is aimed at IT professionals responsible for managing software licenses, SaaS, and cloud costs and who use a SAM solution.
CSM Magazine
FEBRUARY 2, 2024
I don’t know about you, but one thing that annoys me when eating out is having to wait an unreasonable amount of time for my meal. This is exactly what happened recently when I decided to pop into a restaurant that’s located in a well-known department store. The thing I liked most about the place was that it was a buffet style restaurant that provided fast service.
Unymira
FEBRUARY 2, 2024
The ITAM and SAM landscape has changed significantly in recent times. The acquisitions of LeanIX by SAP and most recently Snow Software by Flexera mark a turning point in our industry. They not only raise positive expectations but also raise important questions for customers about the challenges and opportunities of the future. This blog is aimed at IT professionals responsible for managing software licenses, SaaS, and cloud costs and who use a SAM solution.
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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.
CSM Magazine
FEBRUARY 2, 2024
Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group. Powered by Genesys Cloud and supported by Sabio, Benenden’s solution equips them with next-generation capabilities to connect with members across digital channels and deliver a more personalised, efficient service.
Enghouse Interactive
FEBRUARY 2, 2024
Shep Hyken debunks myths and fears associated with AI and ChatGPT-type technologies related to customer service and experience.
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