The Northridge Group
JUNE 18, 2024
Part One: Voice Biometrics for Contact Centers – A Long History of Security Throughout history, humans have relied on physical characteristics for identification. Fingerprints, for instance, were utilized in ancient Babylon for business transactions. Today, biometrics encompasses a broader range of unique traits, including fingerprints scans, facial recognition, iris scans, and voice patterns.
AWS Machine Learning
JUNE 18, 2024
Name entity recognition (NER) is the process of extracting information of interest, called entities , from structured or unstructured text. Manually identifying all mentions of specific types of information in documents is extremely time-consuming and labor-intensive. Some examples include extracting players and positions in an NFL game summary, products mentioned in an AWS keynote transcript, or key names from an article on a favorite tech company.
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MiaRec
JUNE 18, 2024
Are your agents struggling to correctly and quickly capture all the information required? You are constantly trying to find ways to lessen the burden on your agents while empowering them to provide better service quality while increasing contact center efficiency? Here at MiaRec, we have helped hunters of contact centers, including medium-size and large health and life insurance companies, streamline and accelerate their contact center workflows.
AWS Machine Learning
JUNE 18, 2024
As of this writing, Ghana ranks as the 27th most polluted country in the world , facing significant challenges due to air pollution. Recognizing the crucial role of air quality monitoring, many African countries, including Ghana, are adopting low-cost air quality sensors. The Sensor Evaluation and Training Centre for West Africa (Afri-SET) , aims to use technology to address these challenges.
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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.
AnswerConnect
JUNE 18, 2024
Customer communication can take years to perfect. That’s why we‘ve compiled a handy list of the best quick tips to help you hone your skills today. The post Essential tips for customer communication success appeared first on AnswerConnect Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ConvergeOne
JUNE 18, 2024
When ChatGPT launched in late November 2022 and five days later became the fastest consumer platform in history to reach 1 million users , it heralded the start of a new epoch in the long history of technology disruption. AI is changing everything about how we as humans interact with our machines.
Cisco - Contact Center
JUNE 18, 2024
The addition of service-centric assurance brings a deeper, more precise, and real-time view of network and service performance for service providers and enterprises that run complex critical… Read more on Cisco Blogs
OctopusTech
JUNE 18, 2024
Call centers are a major expense for many businesses. When managing a call center, you will have to deal with numerous expenses. Cost of staff, technology, and other overhead expenses are to name a few. However, there are many effective strategies companies can use to lower their call center costs without sacrificing customer experience. Here are 15 proven methods that you can follow to ensure call center cost savings. 1.
Cisco - Contact Center
JUNE 18, 2024
The Cisco Cyber Threat Trends report examines malicious domains for trends and patterns. See what the data tells us about the threat landscape.
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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.
3CLogic
JUNE 18, 2024
While the majority of customers prefer handling their service issues over the phone , not every interaction needs to be a call. It’s all about delivering the right message, to the right customer or employee, at the right time, through the right channel — one of which is SMS. Compared to the average email open rate of 20%, 98% of SMS messages are opened and 95% read within 3 minutes, which makes it a convenient communication channel customers or employees are more likely to engage with.
Cisco - Contact Center
JUNE 18, 2024
User Protection challenges security buyers; they add vendors for new threats, increasing IT complexity. Cisco and partners aim to simplify with a holistic user protection strategy.
ChurnZero
JUNE 18, 2024
Does your customer success team own and drive expansion revenue? You should, because upsell and cross-sell are key drivers of the sustainable growth your company needs, and yet only 43% of CS teams do. What’s holding customer success back on driving expansion? After all, CS has the customer relationships and insights to drive expansion thoughtfully, the health scores and product usage data to spot opportunities, the best understanding of customer needs, and the customer trust earned thro
Cisco - Contact Center
JUNE 18, 2024
A new survey by Cisco and Enterprise Strategy Group reveals the true contours of cloud native application development and security
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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.
NobelBiz
JUNE 18, 2024
We are thrilled to announce that NobelBiz has been honored with the prestigious 2024 CUSTOMER Contact Center Technology Award for our innovative product, NobelBiz OMNI+. This award, presented by TMC’s premier publication, CUSTOMER magazine, recognizes the best in customer service-enhancing technology solutions. Recognition of Excellence in Contact Center Technology The 2024 Contact Center Technology Award celebrates companies whose products or services significantly improve the processes of ent
Cisco - Contact Center
JUNE 18, 2024
See the growth Global Financial Operations Leader Brielle has experienced since coming out at work last year and how she's inspiring inclusivity at Cisco and beyond.
CSM Magazine
JUNE 18, 2024
A recent report released by Forrester has revealed that the quality of customer experience in the United States has experienced a significant drop, marking the third consecutive year of decline. This alarming trend was established based on a comprehensive survey that involved over 98,000 US customers across a variety of industries. A staggering 39% of brands, as the report reveals, have suffered a noticeable deterioration in their customer experience.
Working Solutions
JUNE 18, 2024
Delivering outstanding customer service is a recipe for success in the retail industry. As retail businesses grow and evolve, so does the demand for exceptional customer experiences. This essential checklist is designed to be your trusted companion for effectively scaling your retail customer service operations.
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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.
Select VoiceCom Blog
JUNE 18, 2024
Since 2007, Select VoiceCom has been on a mission to empower people and businesses to succeed. For the past 15 years, we have been building meaningful partnerships and providing our clients with effective outsourcing solutions they need to thrive in their industries. Looking back, it was like a dream too high to reach. But right now, we can say we’re living our vision—to become a trusted partner for small and large organizations across the globe.
CSM Magazine
JUNE 18, 2024
Running a baby store can be incredibly rewarding, but it’s not without its challenges. Amidst the joy of helping new parents find the perfect stroller or the cutest onesie, there’s the critical task of providing top-notch customer service. In an industry where trust and personal connection are paramount, getting customer service right can set your store apart.
Nicereply
JUNE 18, 2024
Surveys are an indispensable tool for gathering insights and information. They provide organizations with direct access to clients, allowing them to collect vital feedback to improve their offers and services. Understanding the function of surveys in this process is critical for businesses dedicated to providing an excellent customer experience. In this article, we’ll delve into the importance of surveys and how you can harness them to elevate customer satisfaction and loyalty.
CSM Magazine
JUNE 18, 2024
Having a website is great, but no one will see it if they can’t find it online. That’s where SEO comes in. SEO means making your site easy for search engines like Google to find and understand. The goal is to get your site to the top of those search results when people look for things related to your business. Here are some SEO tips: Use Words People Actually Search For Imagine you run a bike store.
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!
Concentrix
JUNE 18, 2024
Discover how no haggle car buying is revolutionizing the automotive industry, emphasizing transparency and superior customer experience.
AWS Machine Learning
JUNE 18, 2024
In the rapidly evolving digital landscape, travel companies are exploring innovative approaches to enhance customer experiences. One promising solution is the integration of generative artificial intelligence (AI) to create virtual travel agents. These AI-powered assistants use large language models (LLMs) to engage in natural language conversations, providing personalized recommendations, answering queries, and guiding customers through the booking process.
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