ShepHyken
OCTOBER 7, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What is true personalization? How can AI enhance personalization? How does personalization contribute to customer loyalty and satisfaction? How can businesses balance personalization with customer data privacy concerns? What are some common misconceptions about personalization in customer service?
TechSee
OCTOBER 7, 2024
In our previous blog, we explored how visual service and AI technologies are redefining customer experience (CX) across various industries. Today, we delve deeper into the tangible benefits that these technologies bring, focusing on hard Return on Investment (ROI) and sustainability impact. The fusion of financial and environmental gains through TechSee’s visual intelligence solutions is revolutionizing the way businesses operate and engage with customers.
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AWS Machine Learning
OCTOBER 7, 2024
Despite the proliferation of information and data in business environments, employees and stakeholders often find themselves searching for information and struggling to get their questions answered quickly and efficiently. This can lead to productivity losses, frustration, and delays in decision-making. A generative AI Slack chat assistant can help address these challenges by providing a readily available, intelligent interface for users to interact with and obtain the information they need.
Cisco - Contact Center
OCTOBER 7, 2024
In our hyperconnected world, cybersecurity is pivotal for our future. Therefore, preparing the next generation of cyber-guardians is among our most crucial responsibilities.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
BlueOcean
OCTOBER 7, 2024
Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
BlueOcean
OCTOBER 7, 2024
Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on your side, including the sourcing professionals who make their living running RFPs.
ROI CX Solutions
OCTOBER 7, 2024
12-Minute Read Table of contents What is speech analytics in call centers? What can speech analytics do for a call center? Contact center use cases for speech analytics tools Features of a speech and text analytics service for call centers Implementing speech analytics in a call center What is the future of speech analytics? Introduction With modern technology and good execution, there’s huge potential for speech analytics in call centers.
24-7 InTouch
OCTOBER 7, 2024
The on-demand workforce faces unique operational challenges that can disrupt customer satisfaction (CSAT) and business continuity. Whether it’s inclement weather, unexpected delays, or app-related issues, these disruptions can result in unfulfilled orders, delayed services, or gig workers dropping their shifts. Brands in this sector struggle with maintaining seamless operations and providing effective real-time support to freelance workers and customers, leading to inefficiencies and incre
CSM Magazine
OCTOBER 7, 2024
Customer expectations are constantly evolving. People want quick, easy, and personalized solutions to their problems, whether they call for help, message through an app, or send an email. Providing top-notch customer support isn’t as simple as having a phone line and a few agents anymore. With so many ways for customers to reach out, it can be overwhelming for companies to manage everything effectively.
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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.
Working Solutions
OCTOBER 7, 2024
Ensuring Empathetic Service Finding the right agents is key to building a client’s trust and connecting with its customers. At A Place for Mom, it requires a caring voice to answer the call. Our agents identify with a client’s customers.
CSM Magazine
OCTOBER 7, 2024
Theobald Sabi, Managing Director, The National Bank of Commerce (NBC) The National Bank of Commerce (NBC) in Dar es Salaam has kicked off its Customer Service celebrations, focusing on service enhancements to better cater to customer needs. Managing Director Theobald Sabi emphasized the bank’s commitment to customer satisfaction with the theme “Above and Beyond,” underlining the importance of customer feedback in shaping service improvements.
Working Solutions
OCTOBER 7, 2024
Meeting Everyday Needs and Long-term Goals Business is always fluctuating. To serve customers well takes front-line firefighting and strategic thinking. A Place for Mom has both. Engage customers today—and prepare for the long term. Ask us how.
Vistio
OCTOBER 7, 2024
Running a contact center is no easy task. Managers are constantly balancing the need for excellent customer service with the challenge of keeping agents efficient and satisfied. One of the most persistent issues facing contact centers is agents leaving training programs without the skills they need to perform effectively on the job. In a field where customer interactions often define the brand, having underprepared agents on the front lines can lead to poor customer experiences, reduced producti
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
Working Solutions
OCTOBER 7, 2024
Ultimately, It’s All about Trust Entrusting your customers to a service provider can be scary. To work well, a client needs to trust. A Place for Mom knows our agents care when serving customers’ loved ones. Before you outsource your customer service, please talk with us. Learn how we care.
CSM Magazine
OCTOBER 7, 2024
Airtel Africa has reiterated its commitment to exceptional customer service during Customer Service Week. Airtel Africa CEO, Sunil Taldar is crystal clear about one thing: making customers happy is his top priority, reports Malawi 24. “At Airtel, our customers are at the heart of everything we do; they are the reason we exist. Our commitment to delivering excellence in customer experience is unwavering, and we continue to invest in innovative solutions and dedicated teams to meet and excee
Cisco - Contact Center
OCTOBER 7, 2024
Ready to dive deeper into Cisco IOS XE programmability, automation, and sustainability? Then join us at Cisco Live APJC in Melbourne from November 11–14, 2024!
CSM Magazine
OCTOBER 7, 2024
The global Contact Center as a Service (CCaaS) market is projected to grow from $4.3 billion in 2021 to $19.8 billion by 2031, with a CAGR of 16.8%. Factors driving this growth include the increasing demand for enhanced customer experiences and cost reduction through CCaaS adoption. In addition, the COVID-19 pandemic accelerated the adoption of technologies like cloud computing, CRM solutions, and AI, with businesses embracing digitalization.
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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.
SoliCall
OCTOBER 7, 2024
Reducing penetration risk to your network involves implementing a combination of technical, procedural, and organizational strategies. In this post we will review six effective technical methods and in addition we will present two mitigation methods. 1. Minimize external interfaces Try and minimize the usage of software components that rely heavily on external interfaces.
CSM Magazine
OCTOBER 7, 2024
Japanese companies are turning to artificial intelligence (AI) to address labor shortages in customer service. Firms like Ridgelinez Ltd and Autobacs Seven Co are using AI assistants like ‘Rachel’ to recommend products based on customer needs and available stock. AI technology provided by Couger Inc is helping car salespeople by suggesting products, allowing humans to focus on more advanced tasks while still being essential for tasks like part replacement.
DMG Consulting
OCTOBER 7, 2024
The Next Act for WEM The artificial intelligence (AI) buzz continues as these technologies enhance an expanding number of applications, increasing both their value and the benefits they deliver. Workforce engagement management (WEM) solutions are an excellent example of where AI is already making significant contributions, and there are many more to come.
CSM Magazine
OCTOBER 7, 2024
The global customer engagement solutions market is expected to grow significantly, driven by a focus on enhancing the customer experience. In 2021, the market size was $18.5 billion, and it is projected to reach $48.4 billion by 2031, with a CAGR of 10.2% from 2022 to 2031. Customer engagement solutions encompass tools and strategies to improve interactions between businesses and customers across various channels.
Advertiser: ZoomInfo
Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.
DMG Consulting
OCTOBER 7, 2024
GenAI: Reaping the Benefits and Navigating the Challenges View this article on the publisher’s website We’re now well past the midway point for 2024, and it’s clear that artificial intelligence (AI), particularly generative AI (genAI), is solidifying its role as an essential contact center technology. GenAI is being leveraged in many existing and emerging contact center solutions for its ability to improve implementation and ongoing performance and reduce development time and testing for t
CSM Magazine
OCTOBER 7, 2024
Navigating the realm of job applications can be both exhilarating and daunting. As the gateway to new career opportunities, mastering the art of applying effectively is essential. In today’s competitive job market, understanding the crucial facts about the application process can provide a significant edge. Whether you’re a recent graduate stepping into the professional world for the first time or an experienced worker looking to make a career change, the insights and strategies outl
CSM Magazine
OCTOBER 7, 2024
Technology is fast changing how businesses connect with customers in 2024. It’s more than chatbots or AI assistants; it’s about real, practical benefits that boost customer satisfaction. Cloud-powered personalization tailors experiences, while blockchain ensures transaction security. Curious about VR shopping making online retail engaging?
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