Connect

SEPTEMBER 30, 2024

By Charlene George, Sales Director at Connect SA Amid the intense competition of today’s market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle. Crafting a frictionless customer journey, characterised by ease of use, seamless interactions across channels, and memorable customer service that delights, is the cornerstone of customer satisfaction and loyalty.

Cloud contact 101

Cloud contact Average Handle Time Analytics Customer centricity 101

ShepHyken

SEPTEMBER 30, 2024

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 comments about each article and would like to hear what you think too. CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes.

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Customer Service Surveys Customer Experience Marketing 206

TechSee

SEPTEMBER 30, 2024

In today’s tech-savvy world, customer expectations for service efficiency are higher than ever. Traditional support methods are struggling to keep pace with rising demands, but visual service and artificial intelligence (AI) are stepping up to transform customer experiences (CX) across various industries. In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics indu

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Automotive First call resolution Healthcare Scripts 109

Cisco - Contact Center

SEPTEMBER 30, 2024

On the first night of BlackHat USA, I made conversation with a few friendly penetration testers who were perplexed when I told them I was a developer. Why would I be at a cybersecurity conference? …What was I hoping to get out of it?

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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

AWS Machine Learning

SEPTEMBER 30, 2024

In this blog post, we will show you how to leverage AI21 Labs’ Task-Specific Models (TSMs) on AWS to enhance your business operations. You will learn the steps to subscribe to AI21 Labs in the AWS Marketplace, set up a domain in Amazon SageMaker, and utilize AI21 TSMs via SageMaker JumpStart. AI21 Labs is a foundation model (FM) provider focusing on building state-of-the-art language models.

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Airlines Engineering Banking Finance 97

AWS Machine Learning

SEPTEMBER 30, 2024

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, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI. Common generative AI use cases, including but not limited to chatbots, virtual assistants, conversational search, and agent assistants, use FMs to pr

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CSM Magazine

SEPTEMBER 30, 2024

When you’re in customer service and a client calls in the wake of an auto accident they’ve been involved in, you have to deliver an exceptional experience from the word go. They’re counting on you to steer them through the chaos, so you need effective strategies to support them while keeping your company’s standards high. With that in mind, here’s a look at some practical methods for handling these sensitive situations, with the end goal of enhancing client trust and satisfaction.

Management 52

Management Education Customer Service 52

JustCall

SEPTEMBER 30, 2024

It’s a bit ironic, isn’t it? Many founders start as tinkerers, building their first product in garages and rooms. Usually alone, sometimes collaborating with a handful of other folks. And yet, when their passion becomes their livelihood, they are expected to step up and do the thing that terrifies all (first-time?) founders. Sell! We’re not even talking about selling their vision to investors.

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CSM Magazine

SEPTEMBER 30, 2024

Motorcycle accidents are a growing concern on Texas roads, with 1,447 crashes occurring in 2022 alone, resulting in 226 fatalities. In 2023, this number decreased to 204 fatalities from 1,394 crashes. The devastating consequences of these incidents highlight the need for experienced representation. A skilled motorcycle accident lawyer can aid you to get legal help and make a significant difference in the outcome of your case, ensuring you receive fair compensation for medical expenses, lost wage

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Construction 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.

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24-7 InTouch

SEPTEMBER 30, 2024

Tegucigalpa, Honduras – September 30, 2024 – IntouchCX, a global leader in customer experience and technology solutions, hiring over 850 bilingual (English and Spanish) customer service positions in Honduras this year. This expansion includes team leaders and operations manager roles, fueling the company’s rapid growth. Founded in Canada in 2000, IntouchCX employs over 25,000 people across 24 campuses in 14 countries, with more than 1,200 team members in Tegucigalpa and 500 in San Pedro Sula.

Customer Service 64

Customer Service Education Technology Management 64

CSM Magazine

SEPTEMBER 30, 2024

In the vibrant city of San Diego, workplace safety remains a critical focus for both employers and employees. With the bustling economy and diverse industries present, workplace injuries, including the common workplace neck injury , can occur in various settings. From the tech sector to construction sites, the risk of neck injuries from repetitive strain or sudden accidents is a real concern.

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Construction Education Personalization 52

CSM Magazine

SEPTEMBER 30, 2024

A new survey released today has found that a key barrier to the adoption of Artificial Intelligence (AI) in the customer service sector lies in security concerns, with ad-hoc unregulated AI usage on the rise across enterprises. Commissioned by CommBox , an enterprise-grade omnichannel, AI-powered customer experience platform, the survey gathered insights from over 1,000 consumers and 250 managers in customer-facing roles to help assess current attitudes towards the technology, as well as adopti

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Surveys Customer Service B2C Enterprise 52