Upstream Works
MARCH 28, 2024
Our latest blog post explores three practical vertical use cases for video engagements in contact centers. The post 3 Use Cases for Video CX in the Contact Center appeared first on Upstream Works.
CSM Magazine
MARCH 26, 2024
Brand identity is fundamental to success, representing how consumers perceive and experience a company. Every interaction counts, and one frequently neglected yet vital touchpoint is the contact center. These centers, where customers engage with a company, hold significant influence over brand identity. Let’s explore how contact centers shape brand identity and why they’re essential for nurturing positive customer relationships. 1.
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Outsource Consultants
MARCH 27, 2024
As Women’s History Month comes to a close, Outsource Consultants wants to celebrate the incredible women leading the call center industry. Women have always been a driving force behind call center excellence, ( 71% of global employees are women ) — but this representation has not scaled as quickly at the ownership level. In 2024, expectations are that MORE women-owned call centers will gain client share because of the unique advantages clients are seeing by partnering with women-owne
CSM Magazine
MARCH 28, 2024
In the busy and sometimes stressful environment of a contact center, maintaining employee well-being is both a challenge and a necessity. Industry research indicates: 74% of call center agents are at risk of burnout due to high emotional labor. 91% of call center agents experience anxiety and other mental health issues. Forty-three percent of contact center staff are unhappy in their roles , and 35 percent are considering leaving their jobs in the next 12 months.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
24-7 InTouch
MARCH 27, 2024
What if, instead of coaching associates on their past mistakes, you could prevent those mistakes in real time? Introducing Sidd, Laivly’s virtual real-time AI assistant that guides associates through complex processes with best actions to take, checklists, and automated approvals. This agile technology integrates with your existing software using an augmented display screen overlay, moving from post-contact interactions to providing real-time coaching.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AnswerConnect
MARCH 27, 2024
Could a business call forwarding service help grow your business? Our guide explores the what, how and why of call forwarding (with real examples of how it works). The post Can business call forwarding services grow small companies? appeared first on AnswerConnect Blog.
Vistio
MARCH 25, 2024
As AI’s impact continues to ripple throughout virtually every industry, one area where artificial intelligence (AI) has sparked a lot of optimizing is customer service, where CX leaders are imagining a world in which AI-powered chatbots can respond to any customer inquire through automated messaging services. But as many recent AI failures in the customer service world have illustrated, while such innovations hold great potential, they are not without their challenges and risks.
AWS Machine Learning
MARCH 29, 2024
Amazon Lex provides advanced conversational artificial intelligence (AI) capabilities to enable self-service support for your organization’s contact center. With Amazon Lex, you can implement an omnichannel strategy where customers engage via phone, websites, and messaging platforms. The bots can answer FAQs, provide self-service experiences, or triage customer requests before transferring to a human agent.
Global Response
MARCH 25, 2024
Excellent customer service aims to anticipate and meet needs before customers are even aware of them. You want to create a seamless, personalized experience. And the best way to do that is to start with a customer journey map. What is customer journey mapping? Customer journey mapping is a visual representation of every experience customers have with you.
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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.
Beyond Philosophy
MARCH 29, 2024
Colin has been ghosted. He was surprised, considering he is married and has been for decades. However, his ghosting experience didn’t come from a romantic partner but a professional one. Since ghosting appears to be spreading into many interactions, we thought we should discuss it here. Ghosting, where someone suddenly stops communicating, has become more common, thanks to technology making it easier to cut off contact.
ShepHyken
MARCH 26, 2024
My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy. Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., a professional baseball player, said, “Just because I made it look easy doesn’t mean that it was, and you don’t work hard and become a Hall of
AWS Machine Learning
MARCH 28, 2024
Today, customers of all industries—whether it’s financial services, healthcare and life sciences, travel and hospitality, media and entertainment, telecommunications, software as a service (SaaS), and even proprietary model providers—are using large language models (LLMs) to build applications like question and answering (QnA) chatbots, search engines, and knowledge bases.
C3Centricity
MARCH 25, 2024
It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular! Why is this? I believe it is because their ROI is longer-term and often difficult to prove. They therefore make the perfect target for sweeping reductions. What they all need is a strategic growth blueprint.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Beyond Philosophy
MARCH 28, 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: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do.
ShepHyken
MARCH 25, 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. How Artificial Intelligence (AI) Is Benefiting Customer and Employee Satisfaction by John Dijulius (The Dijulius Group) AI and Machine Learning (ML) are not only here, but if it’s not already a major part of your business strategy moving forward, you may be in danger of be
AWS Machine Learning
MARCH 28, 2024
Large language models (LLMs) are generally trained on large publicly available datasets that are domain agnostic. For example, Meta’s Llama models are trained on datasets such as CommonCrawl , C4 , Wikipedia, and ArXiv. These datasets encompass a broad range of topics and domains. Although the resulting models yield amazingly good results for general tasks, such as text generation and entity recognition, there is evidence that models trained with domain-specific datasets can further improve LLM
ConvergeOne
MARCH 28, 2024
In an era marked by rapid technological advancements, Generative Artificial Intelligence (GenAI) and Intelligent Virtual Assistants (IVAs) powered by GenAI stand out as two transformative forces. These technologies promise to revolutionize business models, accelerate operational efficiencies, and reimagine customer engagement strategies. We’ll dive deeper into these technologies, their significance for enterprises, and their potential impact across various industries.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Cisco - Contact Center
MARCH 26, 2024
A few months ago, I wrote about the security of AI models, fine-tuning techniques, and the use of Retrieval-Augmented Generation (RAG) in a Cisco Security Blog post.
Bill Quiseng
MARCH 27, 2024
You’ve heard of The Golden Rule: Treat people as you want to be treated. Dr. Tony Alessandra has shared with everyone about The Platinum Rule: Treat people as they want to be treated. Today I offer The QUI Rule also known as the GREAT Rule: Treat customers a little better than they want to be treated. You are happy because customers leave satisfied with your product or service.
AWS Machine Learning
MARCH 26, 2024
In today’s business landscape, organizations are constantly seeking ways to optimize their financial processes, enhance efficiency, and drive cost savings. One area that holds significant potential for improvement is accounts payable. On a high level, the accounts payable process includes receiving and scanning invoices, extraction of the relevant data from scanned invoices, validation, approval, and archival.
Tethr
MARCH 27, 2024
Customer satisfaction (CSAT) surveys are embedded into many CX programs, but are they effective? 4 CX leaders weigh in.
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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.
Cisco - Contact Center
MARCH 29, 2024
Today’s complex hybrid cloud environments are often composed of solutions from multiple vendors and spread across multiple locations, making it challenging to smooth out application performance and a… Read more on Cisco Blogs
Outsource Consultants
MARCH 28, 2024
In the inaugural episode of The Bald + The Beard, hosts Tom Luther, Director of Channel Partnerships and Andrew Griffiths, VP of CX Partnerships and Outcomes , at Outsource Consultants, delve into the often misunderstood concepts of outsourcing and offshoring within the customer experience (CX) sector. Aiming to clarify common CX misconceptions, they discuss the sophisticated strategies that enhance and streamline operations across both domestic and international fronts Key Takeaways Outsourcin
AWS Machine Learning
MARCH 27, 2024
In software engineering, there is a direct correlation between team performance and building robust, stable applications. The data community aims to adopt the rigorous engineering principles commonly used in software development into their own practices, which includes systematic approaches to design, development, testing, and maintenance. This requires carefully combining applications and metrics to provide complete awareness, accuracy, and control.
Interactions
MARCH 28, 2024
39% of CX leaders polled by GDS state competing objectives and KPIs between departments within their organization as the reason their CX efforts are impeded. Amongst businesses, this remains a barrier to achieving CX excellence. Is it possible to navigate the strategic crossroads between pursuing quick wins and aiming for game-changing nirvana? The best and the brightest CX professionals joined a panel, including our very own Interactions CMO, Peter Mullen , to discuss the dilemma of opting for
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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.
Cisco - Contact Center
MARCH 25, 2024
Cisco Catalyst Center is a powerful network controller and management dashboard that simplifies customer IT operations in enterprise and campus networks via valuable insights, time-saving automation,… Read more on Cisco Blogs
Global Response
MARCH 27, 2024
An effective call center script balances consistent service quality with personalized customer interactions. The script should serve as a guide rather than a rigid framework. It should enable agents to respond to the unique aspects of each call while maintaining a high standard of service. While customer service scripts are incredibly useful and beneficial, they can also be challenging to create.
AWS Machine Learning
MARCH 27, 2024
Amazon Titan lmage Generator G1 is a cutting-edge text-to-image model, available via Amazon Bedrock , that is able to understand prompts describing multiple objects in various contexts and captures these relevant details in the images it generates. It is available in US East (N. Virginia) and US West (Oregon) AWS Regions and can perform advanced image editing tasks such as smart cropping, in-painting, and background changes.
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