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.
SQM Group
JUNE 12, 2024
Welcome to the world of call centers, where the customer is always right, except when they're wrong, confused, or speaking in riddles.
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Helpware
JUNE 25, 2024
An honest “thank you” coming from a client has never been harder to get. Rules of customer service are being redefined by the minute. Requests, queries, and expectations mutate so rapidly that some companies, especially small and medium-sized enterprises (SMEs), struggle to reach financial and branding goals while solving the needs of their customer base.
VirtualPBX
JUNE 12, 2024
Call centers are the frontline of customer service and support, handling vast amounts of sensitive information daily. This makes them prime targets for various security threats, including data breaches, phishing attacks, and unauthorized access. Cybercriminals often aim to exploit vulnerabilities in call centers to gain access to valuable customer data, which can lead to severe financial and reputational damage.
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AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
SQM Group
JUNE 5, 2024
Although most companies have multiple contact channels available to their customers, the most frequently used channel is still the phone.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Upstream Works
JUNE 12, 2024
Check out our blog for two compelling examples of how AI is revolutionizing omnichannel capabilities in enterprise contact centers. The post AI & Omnichannel for Contact Center Success appeared first on Upstream Works.
AnswerConnect
JUNE 4, 2024
Consumers trust you more when you speak their language. Discover how a Spanish answering service can help you tap into a new client stream and win more work. The post Attract more business with a Spanish answering service appeared first on AnswerConnect Blog.
TechSee
JUNE 19, 2024
Introduction Artificial intelligence (AI) continues to evolve, becoming increasingly integral in various sectors, from automating customer service to picking stocks. One of the core technologies propelling this progression are advances in memory within AI systems. Robust AI systems employ different types of memory, each enhancing how these systems learn, remember, adapt and make decisions over time.
The Northridge Group
JUNE 28, 2024
Pros, Cons, and Considerations for Your Call Center In continuation from Part One, exploring the potential of voice biometrics in enhancing customer experiences, saving time, and mitigating fraud risks remains essential for contact centers. Real Savings: Recent studies highlight the significant time savings associated with voice biometrics. Manual authentication by agents in sectors like insurance or finance averages about 40 seconds per caller.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Beyond Philosophy
JUNE 13, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.
ShepHyken
JUNE 4, 2024
This is the third article this year about the concept of simplicity. Why? It apparently resonates with our subscribers, as there have been many comments and emails. Consider these quotes: It was either Mark Twain, Benjamin Franklin, Pascal, Cicero, or some other famous smart person who said, “If I had more time, I would have written a shorter letter.
CCNG
JUNE 26, 2024
Imagine arriving at a picturesque resort by a serene lake, eager to explore nature in a canoe. Unfortunately, the resort doesn’t have enough life jackets, even though canoes are available. The difference between a disgruntled customer and a loyal advocate often boils down to how effectively a company anticipates and resolves these types of issues. To consistently win in business today, we have to be proactive.
Callminer
JUNE 27, 2024
Read this blog to learn about workforce engagement management, which is a set of tools that help organizations improve employee satisfaction, productivity, scheduling, and more while reducing churn.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Bill Quiseng
JUNE 26, 2024
The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.
AWS Machine Learning
JUNE 11, 2024
Amazon Q Developer is an AI-powered assistant for software development that reimagines the experience across the entire software development lifecycle, making it faster to build, secure, manage, and optimize applications on or off of AWS. The Amazon Q Developer Agent includes an agent for feature development that automatically implements multi-file features, bug fixes, and unit tests in your integrated development environment (IDE) workspace using natural language input.
Beyond Philosophy
JUNE 28, 2024
This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decision-making processes.
ShepHyken
JUNE 17, 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. The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
CCNG
JUNE 19, 2024
For too long, organizations have paid lip service to platitudes like “we’re all in this together” and “our employees are our greatest asset.” Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. Employees aren’t fooled by corporate-speak around shared missions when reality showcases a fundamentally misaligned relationship.
Callminer
JUNE 24, 2024
CX tools make it easier for businesses to connect with and learn from their customers. From social media management to sales automation, these tools target customer satisfaction and loyalty.
Bill Quiseng
JUNE 12, 2024
Mission statements don’t enthuse people to engage and WOW customers. Passion statements do. In the spirit of paying it forward, I offer you this OUR PASSION STATEMENT First, we will be best for our customers. Then we will be first among our competitors. Let’s not serve to satisfy our customers. Satisfied customers feel that their experience is good, not better, just average.
AWS Machine Learning
JUNE 20, 2024
Retrieval Augmented Generation (RAG) is a technique that enhances large language models (LLMs) by incorporating external knowledge sources. It allows LLMs to reference authoritative knowledge bases or internal repositories before generating responses, producing output tailored to specific domains or contexts while providing relevance, accuracy, and efficiency.
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Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.
Beyond Philosophy
JUNE 14, 2024
Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.
ShepHyken
JUNE 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 Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge.
CCNG
JUNE 12, 2024
Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. Speech analytics emerges as an effective solution to automate this analysis process.
Callminer
JUNE 19, 2024
Read this blog to learn how data mining software can help businesses learn more about their customers and gather insights to shape the future of their brand, products and services.
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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.
TechSee
JUNE 25, 2024
AI automation for customer experience and service is more than just an industry talking point. AI augmentation and automation are rapidly becoming operational realities for hundreds of enterprise service and CX leaders worldwide. Below are select highlights from our product team, showcasing our latest innovations and advancements in this exciting and emerging space.
AWS Machine Learning
JUNE 12, 2024
Amazon Q is a new generative artificial intelligence (AI)-powered assistant designed for work that can be tailored to your business. Amazon Q can help you get fast, relevant answers to pressing questions, solve problems, generate content, and take actions using the data and expertise found in your company’s information repositories and enterprise systems.
Beyond Philosophy
JUNE 7, 2024
Various motivational biases and emotions shape customer experiences, emphasizing the need for a holistic approach to designing experiences. For example, the customer’s mood significantly impacts the customer’s decision-making processes. Today’s discussion highlights why understanding the customer’s mood and managing customer emotions helps you achieve your desired experience outcomes.
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