SQM Group

AUGUST 6, 2024

Understanding voice of the customer is vital for businesses because it provides insights that can drive improvements in products, services, and overall customer experience.

Customer Experience 93

Customer Experience 93

ShepHyken

AUGUST 6, 2024

Recently, I had the privilege of being a keynote speaker on customer experience at a company’s quarterly event. Following the speech, the CEO shared an insight into their approach to customer service and CX, comparing it to a medical emergency room. “Our response to handling customer complaints and issues is akin to triage,” he said. “We effectively diagnose the problems, yet find ourselves treating similar cases repeatedly as if sending them to an emergency room that never addresses the underly

Customer Service 202

Customer Service Customer Experience Management 202

Callminer

AUGUST 6, 2024

This blog explores how AI analytics has improved call centers beyond its basic functions, empowering them to drill down important metrics, review conversations, and better understand customers.

Call Center 182

Call Center Analytics Metrics 182

AWS Machine Learning

AUGUST 6, 2024

With last month’s blog, I started a series of posts that highlight the key factors that are driving customers to choose Amazon Bedrock. I explored how Bedrock enables customers to build a secure, compliant foundation for generative AI applications. Now I’d like to turn to a slightly more technical, but equally important differentiator for Bedrock—the multiple techniques that you can use to customize models and meet your specific business needs.

Engineering 125

Engineering Construction Chatbots Entertainment 125

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

Cisco - Contact Center

AUGUST 6, 2024

The growing demand for advanced networking solutions in Multiple Dwelling Units MDUs presents significant business opportunities for MSPs to offer a range of cross-sale and up-sale of managed and professional IT services.

Marketing 98

Marketing Sales Management 98

Cisco - Contact Center

AUGUST 6, 2024

Discover how Business Development Manager Shawn C.'s volunteering through the Time2Give program made a difference for sea turtles and her wellbeing, too.

Management 98

Management 98

Interactions

AUGUST 6, 2024

The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. Take Disney parks, for example. They are famous for invisible touches that deepen immersion, such as their “Smellitizer” scents piped in on Main Street and on rides like Soarin’ Over California and Soarin’ Over the World.

Entertainment 62

Entertainment Scripts Contact Center Self service 62

Help Scout

AUGUST 6, 2024

Learn how to turn customers into loyal advocates with effective strategies for building lasting relationships, enhancing customer experiences, and fostering organic growth.

Customer advocacy 64

Customer advocacy Customer Experience 64

Interactions

AUGUST 6, 2024

The most marvelous customer experiences often feel effortless. Yet behind the scenes, hard, thoughtful work has been done to pull off the magic. Take Disney parks, for example. They are famous for invisible touches that deepen immersion, such as their “Smellitizer” scents piped in on Main Street and on rides like Soarin’ Over California and Soarin’ Over the World.

Entertainment 62

Entertainment Scripts Contact Center Self service 62

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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.

Contact Center

24-7 InTouch

AUGUST 6, 2024

Retail and e-commerce companies experience extreme surges in volume, during member or customer sales events, for example. These surges require lengthy hiring and training periods that lead to operational inefficiencies and an increased cost to the program. A leading beauty brand needed our help handling emails faster and improving productivity in the pre-interaction stage, before agents connect with the consumer.

Sales 59

Sales 59

Cisco - Contact Center

AUGUST 6, 2024

As part of building a resilient architecture, it is essential to include and plan for scenarios in which the endpoint or workload solution might fail.

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Concentrix

AUGUST 6, 2024

Concentrix is honored to be recognized by the 2024 Sustainability Awards for Project Change, our global ESG program.

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VirtualPBX

AUGUST 6, 2024

For school administration teams, the month of August is one of the busiest. Staff are returning to the building, new hires are onboarding, and at some point, students will return to classrooms. Amidst the hustle are ongoing budget talks, building maintenance tasks, and often conversations surrounding communication procedures and channels. Let’s identify budget-friendly options and simple strategies, particularly for independent schools, to address these topics.

Best practices 96

Best practices Enterprise Surveys Time management 96

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

CSM Magazine

AUGUST 6, 2024

Facilities management company Kiwi FM has revolutionised its operations through the deployment of an advanced job management system from BigChange. Specialising in the quick service restaurant (QSR), hospitality, education, and retail sectors, Kiwi FM offers a comprehensive range of reactive, planned, and compliance commercial building services. Since adopting the 6-in-1 solution, which seamlessly integrates back-office management processes with field operatives via mobile devices, Kiwi FM has d

Engineering 52

Engineering CRM Finance Education 52

VirtualPBX

AUGUST 6, 2024

For school administration teams, the month of August is one of the busiest. Staff are returning to the building, new hires are onboarding, and at some point, students will return to classrooms. Amidst the hustle are ongoing budget talks, building maintenance tasks, and often conversations surrounding communication procedures and channels. Let’s identify budget-friendly options and simple strategies, particularly for independent schools, to address these topics.

Best practices 87

Best practices Enterprise Surveys Time management 87

C3Centricity

AUGUST 6, 2024

Adopting a customer-first strategy isn’t just an option these days. But did you know that, perhaps surprisingly, it can answer most business challenges? And it is therefore essential for the survival and growth of every single business. Yet, I know that this paradigm shift can present formidable challenges that many organisations struggle to overcome.

Customer centricity 62

Customer centricity Big data Customer retention Enterprise 62

delighted

AUGUST 6, 2024

At Delighted, we’re all about making your day-to-day Voice of the Customer tasks as simple as possible. From reaching your customers wherever they are, to extracting valuable insights from your survey data, experience management should be a seamless part of your workday. We kept this goal in mind as we recently launched major ease-of-use updates within both CX and Surveys products and introduced new ways to connect with your customers.

Surveys 52

Surveys Feedback Accountability Marketing 52

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!

Customer Experience

AWS Machine Learning

AUGUST 6, 2024

Music generation models have emerged as powerful tools that transform natural language text into musical compositions. Originating from advancements in artificial intelligence (AI) and deep learning, these models are designed to understand and translate descriptive text into coherent, aesthetically pleasing music. Their ability to democratize music production allows individuals without formal training to create high-quality music by simply describing their desired outcomes.

Scripts 86

Scripts Gamification Education Best practices 86