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The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018. All the hype around AI today stems from the rapid developments and widespread adoption of the next iterative advancement in AI technology, namely generative or GenAI.
What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.
With Knowledge Bases for Amazon Bedrock , you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for Retrieval Augmented Generation (RAG). Access to additional data helps the model generate more relevant, context-specific, and accurate responses without retraining the FMs. In this post, we discuss two new features of Knowledge Bases for Amazon Bedrock specific to the RetrieveAndGenerate API: configuring the maximum number of results and creating custom prompts wi
In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.
Is 2024 the year of customer success or sales? Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.
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Is 2024 the year of customer success or sales? Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.
In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.
Setting up call forwarding for the first time may appear intimidating, but fear not! Once you understand how it works, you'll find it surprisingly simple. So. how exactly does it work?
What is inbound call handling and is it the right solution for your business? Check out our step-by-step breakdown to discover everything you need to know. The post What is Inbound Call Handling? Step By Step Breakdown [2024] appeared first on AnswerConnect Blog.
Remote work has become the new norm in various industries, and customer support teams are no exception. In this seismic shift, technology plays the central role, effectively bridging the gap between home offices and clients. Here we focus on two major tech tools that are reshaping remote customer support: call tracking software and workforce optimization software.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
This post was authored by Pranav Athrangadan, a Business Analyst Intern on the Material Planning Team under Manufacturing Operations within the Silicon One Operation Team.
Process mining is a powerful methodology that bridges the gap between theory and practice in software development. By analyzing event logs and extracting valuable insights from real-world processes, process mining enables organizations to optimize their operations, enhance efficiency, and drive continuous improvement. In this article, we explore the fundamentals of process mining and its profound impact on automated testing.
Money matters are an integral part of life and achieving our financial goals often requires strategic planning and resources. In some instances, that resource can be as straightforward as a payday loan. Payday loans are short-term loans that come to the rescue when unexpected expenses arise before your next pay check. They offer a viable means to address immediate financial concerns, enabling you to better focus on your bigger goal plans.
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
Focusing on and creating the best customer experience is no longer a competitive advantage, it’s critical to the success of your operations. You have to be closely attuned to your customer’s wants and needs and strive to exceed those expectations. Why? Customers crave exceptional service and quick, personalized interactions like never before. And when they don’t get these, they switch to a different brand without a second thought.
Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Failure to do so can lead to severe consequences, including serious fines, legal actions, and reputational damage.
Feeling stuck spending countless hours on the phone, battling busy signals and dead ends? VoIP dialers can help you here. These innovative software solutions tackle the biggest frustrations of traditional phone calling. No more wasting precious time manually dialing numbers or getting stuck in voicemail purgatory. VoIP dialers automate the dialing process, navigate busy signals and redial unanswered calls.
Call center life can be a rollercoaster ride. One minute, your agents are cruising along; the next, they’re buried in a mountain of calls. These unpredictable ups and downs can be brutal for everyone involved. Stressed-out agents face burnout during peak times and feel underutilized when things slow down —– it’s not a recipe for success.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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