LiveVox

NOVEMBER 13, 2023

Explore how AI elevates contact center capabilities in our blog. Learn practical applications, from predicting customer intent and behavior to preventing churn. The post Exploring Opportunities for Practical AI Applications in Contact Centers appeared first on LiveVox.

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Contact Center 94

ShepHyken

NOVEMBER 13, 2023

Top Takeaways: The future of customer service is being transformed by AI-powered technologies that can automate and enhance customer interactions. Technologies, such as ChatGPT and generative AI, are revolutionizing how businesses interact with their customers. AI is redefining customer support. While there will still be a need for human agents in certain high-touch situations, the majority of customer interactions will be handled by AI-powered systems.

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Call Center Self service Technology Customer Service 193

AWS Machine Learning

NOVEMBER 13, 2023

One of the most common applications of generative AI and large language models (LLMs) is answering questions based on a specific external knowledge corpus. Retrieval-Augmented Generation (RAG) is a popular technique for building question answering systems that use an external knowledge base. To learn more, refer to Build a powerful question answering bot with Amazon SageMaker, Amazon OpenSearch Service, Streamlit, and LangChain.

Accountability 123

Accountability Enterprise Customer Experience 123

ShepHyken

NOVEMBER 13, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Pinnacle of CX: Community in Three Layers by Nate Brown (LinkedIn) You’ve likely already seen the new U.S. Surgeon General report.

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Customer Service Surveys Customer Care Customer Experience 155

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.

Enterprise

AWS Machine Learning

NOVEMBER 13, 2023

At a basic level, Machine Learning (ML) technology learns from data to make predictions. Businesses use their data with an ML-powered personalization service to elevate their customer experience. This approach allows businesses to use data to derive actionable insights and help grow their revenue and brand loyalty. Amazon Personalize accelerates your digital transformation with ML, making it easier to integrate personalized recommendations into existing websites, applications, email marketing sy

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Personalization APIs Accountability Engineering 120

BlueOcean

NOVEMBER 13, 2023

Keep your finger on the pulse of the industry. From AI and VoC to EX and TX, here are some resources to inspire for the new year. As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry.

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Customer Care Analytics Contact Center outsourcing 71

Cisco - Contact Center

NOVEMBER 13, 2023

The CIO for the U.S. Department of Defense (DoD) has recently issued DoD Manual 8140.03 Cyberspace Workforce Qualification & Management Program.

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Management 69

Transparent BPO

NOVEMBER 13, 2023

30+ Year BPO Veteran Known for Producing Dynamic, Exceptional Performance Rockville, MD – Transparent BPO would like to announce the appointment of Mohammad “Mo” Kazi, as Site Director for our Belize operations, as our future-ready expansion continues. Mo brings an impeccable track record of over 20 years of call/contact center operations experience, and a unique […] The post Transparent BPO Appoints Mo Kazi As Belize Site Director appeared first on Transparent BPO.

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Contact Center outsourcing Customer Service 62

Cisco - Contact Center

NOVEMBER 13, 2023

Omdia released its 2023 Omdia Universe: Risk-Based Vulnerability Management Solutions report, and we’re excited to say that Cisco Vulnerability Management (formerly Kenna.

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Management 65

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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.

Contact Center

Help Scout

NOVEMBER 13, 2023

Things may look a little different, but we’re still the same: Unveiling and taking a behind-the-scenes look at Help Scout’s new brand identity.

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Nicereply

NOVEMBER 13, 2023

Customer service teams are the superheroes of the business world. When you have a question about a product you bought online, or if something isn’t working as it should, who can you turn to for help? The customer service team, of course! They play a crucial role in ensuring customers are satisfied and keep coming back for more. Creating a compelling experience for customers makes the customer service representative role demanding, regardless of the industry.

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Customer Service Technical Support Upselling Personalization 59

CSM Magazine

NOVEMBER 13, 2023

In the bustling world of business, treating your customers with the utmost care is a cornerstone of success. Happy customers not only stick around but become brand advocates, spreading the word like wildfire. So, how do you ensure you’re treating your customers right? Here are four pro tips to guide you on this journey. Seamless Customer Support: Building Trust Through Accessibility When issues arise, and they inevitably will, the quality of your customer support can make or break the rela

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Customer centricity Feedback Customer Support Personalization 59

Kapta Customer Success

NOVEMBER 13, 2023

In today’s marketplace, customer retention is dependent on customer outcomes. In fact, the best predictor of customer retention is measurable customer results. Forrester also found that B2B organizations that consistently prioritize customer outcomes are three times more likely to experience at least 10% growth in revenue, profits, and customer retention.

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Accountability B2B Customer retention Management 59

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.

Sales

Cisco - Contact Center

NOVEMBER 13, 2023

Beginning in 2024, the Federal Government will release allocations of the $42 billion Broadband Equity, Access, and Deployment (BEAD) grant to state governments.

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Government 57

Help Scout

NOVEMBER 13, 2023

Connect your company’s Instagram account to Help Scout to better manage customer conversations across multiple channels.

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Accountability Management 53

ThriveableBiz

NOVEMBER 13, 2023

Judy had a conversation with Brad McDonald from Godfreys Law and host of the Real Solutions Business Podcast, where she talked on Marketing for SMEs. You can listen to the episode using the link below. Hungry for more? Marketing = Customers + Heart is your road map to building your growth strategy.

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Marketing 52

Creative Virtual

NOVEMBER 13, 2023

by Chris Ezekiel, CEO and Founder It’s a year since ChatGPT exploded into the mainstream, grabbing headlines worldwide and bringing AI into mass consciousness. As a conversational AI company, we have been tracking and testing Artificial Intelligence (AI) models, of which there are many, for over three years. Nevertheless, when OpenAI showcased the capabilities of ChatGPT the almost overnight worldwide impact and excitement generated around large language models (LLMs) and AI, came as a bit of a

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Government Technology Sales Customer Experience 52

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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.

Analytics

ThriveableBiz

NOVEMBER 13, 2023

Customer-driven innovation to scale -up your business To scale-up your business you have to be focused on what the customer wants and needs. We often get tangled with our personal dreams, and forget the most important people, our customers. Being the Best is a dangerous myth, and one of the great furphies of small business marketing. Positioning as the Best in your category, falsely assuming that customers are totally rational.

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Entertainment Marketing Advertising B2B 52

Help Scout

NOVEMBER 13, 2023

In this article, we’ll explore the benefits of AI chatbots and look at some examples that prioritize creating a smooth experience for customers.

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Chatbots Customer Service 49

ThriveableBiz

NOVEMBER 13, 2023

Building Trust with Customers when Gathering Insights - It comes down to relationships in marketing. And for your insights program to be an effective marketing touchpoint, customers must feel respected and safe, as in any relationship. Billy Joel called it “A Matter of Trust”. Where people feel they can share their feelings and opinions with you, without opening the floodgates to sophisticated, social media retargeting or just plain, old-school, hard-sell spam.

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Marketing Upselling Metrics Surveys 52

ThriveableBiz

NOVEMBER 13, 2023

Insights vs Facts: What's the Difference for Business Marketing? In popular usage Insights is often a substitute term for Marketing Research. We all do it! It can be seen as more contemporary, tied with the actual outcomes you receive from the research process. Fair enough. It’s also a friendlier word to engage non-researchers in the value of the results.

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Marketing Entertainment Benchmark Personalization 52

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.

Sales