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 92

Customer Experience 92

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 213

Customer Service Customer Experience Management 213

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 133

Engineering Construction Chatbots Entertainment 133

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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

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 105

Best practices Enterprise Surveys Time management 105

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 98

Best practices Enterprise Surveys Time 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

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 97

Marketing Sales Management 97

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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

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

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

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

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

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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

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

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

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.

52

52

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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54

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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.

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 96

Scripts Gamification Education Best practices 96