ShepHyken
DECEMBER 6, 2023
In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.
Bill Quiseng
DECEMBER 6, 2023
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.
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AWS Machine Learning
DECEMBER 6, 2023
Conversational AI has come a long way in recent years thanks to the rapid developments in generative AI, especially the performance improvements of large language models (LLMs) introduced by training techniques such as instruction fine-tuning and reinforcement learning from human feedback. When prompted correctly, these models can carry coherent conversations without any task-specific training data.
Cisco - Contact Center
DECEMBER 6, 2023
Today we released our annual Purpose Report , which reflects and celebrates the past year’s work towards Powering an Inclusive Future for All—the progress we’ve made against our goals, and the people a… Read more on Cisco Blogs
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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.
AWS Machine Learning
DECEMBER 6, 2023
This post is co-written with Stanislav Yeshchenko from Q4 Inc. Enterprises turn to Retrieval Augmented Generation (RAG) as a mainstream approach to building Q&A chatbots. We continue to see emerging challenges stemming from the nature of the assortment of datasets available. These datasets are often a mix of numerical and text data, at times structured, unstructured, or semi-structured.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
DECEMBER 6, 2023
Despite the seemingly unstoppable adoption of LLMs across industries, they are one component of a broader technology ecosystem that is powering the new AI wave. Many conversational AI use cases require LLMs like Llama 2, Flan T5, and Bloom to respond to user queries. These models rely on parametric knowledge to answer questions. The model learns this knowledge during training and encodes it into the model parameters.
Cisco - Contact Center
DECEMBER 6, 2023
Digital customer experience (DCX) is a hot topic these days. As a digital team leader at Cisco, I was recently asked to speak about it at an industry conference.
LiveVox
DECEMBER 6, 2023
In the ever-evolving customer engagement landscape, contact center technology delivers the most value when it aligns seamlessly with a well-informed business vision. As CIOs and IT leaders define their strategies, they must invest in technology that provides tangible and measurable business benefits. According to the latest State of the CIO study by Foundry, CEOs have […] The post CIOs: Align IT and Contact Center Strategy to Deliver Business Value appeared first on LiveVox.
Cisco - Contact Center
DECEMBER 6, 2023
This is the season when marketers, just like everyone else, try to predict what lies ahead in the new year.
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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.
Tethr
DECEMBER 6, 2023
Learn how conversation intelligence software delivers agent performance insights to improve call center coaching.
customer sure
DECEMBER 6, 2023
In today’s complex and competitive business landscape, success is not just determined by the quality of products or services offered. Customer experience has increasingly become a key differentiator that can make or break a business. Don’t get us wrong, the notion of “customer experience” has always been an important factor for as long as goods and services have been traded in exchange for money, but as we head into 2024, we’re seeing more and more organisations investing in sophisticated, focus
Cisco - Contact Center
DECEMBER 6, 2023
Consumers are relying on digital channels for their retail needs now more than ever.
Hodusoft
DECEMBER 6, 2023
Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success. Dynamic scripting, an ultramodern approach to call center scripting, stands out as vital, enabling the creation of customized interactions.
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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
DECEMBER 6, 2023
Ryan Welsh, Founder and CEO of Kyndi , recently compiled a list of trends that he believes will help customer service professionals practically deploy GenAI and make it effective for users. Almost every organization is evaluating generative AI (GenAI) solutions and trying to figure out how to leverage the technology to drive business value today, rather than waiting for the future.
Vistio
DECEMBER 6, 2023
Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do.
Acquire BPO
DECEMBER 6, 2023
Irving, TX – Acquire BPO , a global leader in customer experience and business process outsourcing, today announced the opening of its U.S. headquarters in Irving, Texas, a key milestone in the company’s expansion strategy and commitment to creating a thriving global community. Positioned within the Dallas-Fort Worth metroplex, this new location expects to hire more than 130 employees in the near term with ability to expand its current location and signifies Acquire’s dedication to l
Cisco - Contact Center
DECEMBER 6, 2023
Cisco Full-Stack Observability solutions help optimize and secure the applications that underpin online and in-store experiences fro m the customer to the warehouse to economies of scale As retail … Read more on Cisco Blogs
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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.
CSM Magazine
DECEMBER 6, 2023
For companies looking to stand out from competitive and crowded markets, it’s no longer enough to provide great products or services only. Today, a company’s success is also closely tied to its ability to provide exceptional customer service, which helps retain loyal customers and generate repeat business. However, delivering excellent customer service requires more than just hiring people and having the necessary tools.
Help Scout
DECEMBER 6, 2023
Generative AI can easily handle basic questions like “What does Customers Helped mean in my email report?”— but even then it often feels like something is … missing. Here's how to benefit from AI tools without lowering your quality bar.
CSM Magazine
DECEMBER 6, 2023
CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Designed for medium to large businesses across a range of industries including healthcare, banking, retail, telecommunications and insurance, Era AI is based on a winning combination of both proprietary technology developed by CommBox and commercial large language models.
SmartKarrot
DECEMBER 6, 2023
In a recent Kaffeine & Karrots conversation, I had the pleasure of discussing the intricacies of Product-Led Customer Success (CS) with Jolyn Isabelo, Head of Onboarding & Scaled Success APAC at MongoDB. As organizations increasingly recognize the pivotal role of customer outcomes, mastering Product-Led CS has become a fundamental strategy for leveraging usage insights, triggers, and product-centric onboarding to drive success.
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!
AWS Machine Learning
DECEMBER 6, 2023
Summarization is the technique of condensing sizable information into a compact and meaningful form, and stands as a cornerstone of efficient communication in our information-rich age. In a world full of data, summarizing long texts into brief summaries saves time and helps make informed decisions. Summarization condenses content, saving time and improving clarity by presenting information concisely and coherently.
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