Callminer
APRIL 24, 2024
Consumer Duty requirements were launched by the UK’s FCA in June 2023 and represent legally binding regulation for financial services. But what does this actually mean? Read this blog to learn more.
AWS Machine Learning
APRIL 24, 2024
The Amazon EU Design and Construction (Amazon D&C) team is the engineering team designing and constructing Amazon warehouses. The team navigates a large volume of documents and locates the right information to make sure the warehouse design meets the highest standards. In the post A generative AI-powered solution on Amazon SageMaker to help Amazon EU Design and Construction , we presented a question answering bot solution using a Retrieval Augmented Generation (RAG) pipeline with a fine-tune
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Tethr
APRIL 24, 2024
Learn how to improve your call center coaching and give agents valuable feedback with these effective tips and real-life examples.
AWS Machine Learning
APRIL 24, 2024
Conversational artificial intelligence (AI) assistants are engineered to provide precise, real-time responses through intelligent routing of queries to the most suitable AI functions. With AWS generative AI services like Amazon Bedrock , developers can create systems that expertly manage and respond to user requests. 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, Stabilit
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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.
BlueOcean
APRIL 24, 2024
The concept of ESG has had its place in the business world for a couple of decades, but it is only recently that it has become mainstream. One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
BlueOcean
APRIL 24, 2024
The concept of ESG has had its place in the business world for a couple of decades, but it is only recently that it has become mainstream. One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values.
SharpenCX
APRIL 24, 2024
Learn how contact centers can prepare their CX for the AI future by incorporating usable AI into their agent experience.
Cisco - Contact Center
APRIL 24, 2024
Join us as we dive deeper into Cisco and Cisco partner technology deployed at the Cisco Store!
TMP Direct
APRIL 24, 2024
Much before the internet, smartphones and instant access were a thing of the normal, sales support meant knowledgeable salespeople guiding customers through a brick-and-mortar store. Fast forward to the present day, sales support has metamorphed drastically. Customers are no longer limited by physical spaces and now navigate through digital spaces loaded with multiple choices while also demanding a seamless and personalized experience.
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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.
Momentum Telecom
APRIL 24, 2024
New offering moves businesses forward in the modern workplace Atlanta, April 24 — Momentum, a leading global managed services provider, today announced the launch of Momentum Operator Connect for Microsoft Teams, a comprehensive service designed to take business communication s to new levels of efficiency and accessibility. Operator Connect represents a significant leap forward in the realm of communications, empowering businesses with seamless connectivity and enhanced customer experiences.
FluentStream
APRIL 24, 2024
Businesses often rely on call centers to manage customer inquiries, support, and sales, especially when they are in growth mode. This was the case for Oakview Dermatology, which specializes in providing comprehensive medical and cosmetic dermatology services. With a strong. Read More The post Oakview Dermatology: Enhancing Customer Service and Scaling Operations with FluentStream’s Call Center Solutions appeared first on FluentStream.
CSM Magazine
APRIL 24, 2024
Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them. This mindset starts from a point where companies question themselves about how they look at their customers.
FluentStream
APRIL 24, 2024
Businesses often rely on call centers to manage customer inquiries, support, and sales, especially when they are in growth mode. This was the case for Oakview Dermatology, which specializes in providing comprehensive medical and cosmetic dermatology services. With a strong. Read More The post Oakview Dermatology: Enhancing Customer Service and Scaling Operations with FluentStream’s Call Center Solutions appeared first on FluentStream.
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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.
delighted
APRIL 24, 2024
With Delighted Surveys, it’s incredibly easy to create surveys and ask your customers whatever you want to know. However, when you can ask your customers about anything and everything, it can be difficult to know where to start. That’s where our latest feature comes in. We’re excited to share our new, curated collection of 50+ ready-made surveys. These surveys are: Pre-built with questions that speak to your target audience Specifically crafted to collect key customer or employee lifecycle feedb
Working Solutions
APRIL 24, 2024
Today more than ever before, delivering exceptional customer experience (CX) can set your brand apart. Achieving this level of service requires selecting the customer care model that aligns best with your business objectives. Each model, whether it’s in-house, outsourced, hybrid, or digital-first, has its distinct advantages and challenges.
TeamSupport
APRIL 24, 2024
Businesses today cannot afford to lag in response times or fumble with clunky support processes. That's where the magic of simplified ticket management comes into play. Enter TeamSupport: a game-changing support ticket system that is revolutionizing the way support agents interact with customers, emphasizing ease of use, personalized support, and operational efficiency.
CSM Magazine
APRIL 24, 2024
Sabio Group , the digital experience transformation services specialist, has launched a new e-book aimed at guiding organisations in the optimisation of their contact centre workforce. The latest thought leading offering from Sabio – entitled ‘ Maximising WFM Performance ‘ – sets out the importance of keeping planning and operational processes associated with staff management on track.
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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.
Cisco - Contact Center
APRIL 24, 2024
This month marked a significant milestone in the technology services industry as the NTT Group celebrates the formation of NTT DATA, Inc. by combining the services of NTT Ltd. and NTT DATA.
CSM Magazine
APRIL 24, 2024
Summer school often gets a bad reputation as the dreaded alternative to sleeping in and enjoying the carefree days of summer vacation. But what if we told you that attending summer school could actually benefit students in more ways than one? While it may not seem like the most exciting choice, enrolling in summer courses can provide numerous advantages for students.
Hodusoft
APRIL 24, 2024
A Comprehensive Guide on ISDN Even if you aren’t that well-versed with telecommunication lexicon, you still might have come across a term—ISDN, which is the abbreviation for Integrated Services Digital Network. It found its way into mainstream media and pop culture after Jon Postel, the legendary American computer scientist who made several important contributions to the development of the Internet, famously said: “But I do have a computer at home and a pretty good ISDN connection.
TCN
APRIL 24, 2024
Effective communication is essential in providing high-quality patient care and ensuring positive healthcare experiences. This. The post How to Optimize Healthcare Communication in Contact Centers appeared first on TCN.
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!
Injixo
APRIL 24, 2024
Call centers traditionally suffer from high staff turnover. One of the reasons for this is excessive workload, which leads to stress and burnout. Multiple surveys confirm this: 76% of employees already experience symptoms of burnout some of the time. 59% of all call center employees are at risk of burnout. And 28% are on the verge of acute burnout syndrome.
Cisco - Contact Center
APRIL 24, 2024
Thirty-three years ago, I stumbled into the world of technology with a goal: to support my family financially and ensure my brother could attend university.
TMP Direct
APRIL 24, 2024
Much before the internet, smartphones and instant access were a thing of the normal, sales support meant knowledgeable salespeople guiding customers through a brick-and-mortar store. Fast forward to the present day, sales support has metamorphed drastically. Customers are no longer limited by physical spaces and now navigate through digital spaces loaded with multiple choices while also demanding a seamless and personalized experience.
Help Scout
APRIL 24, 2024
Discover key customer service survey questions to enhance your business and drive customer satisfaction.
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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
APRIL 24, 2024
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