NobelBiz

NOVEMBER 26, 2024

Choosing a call center service provider is an important decision that affects customer satisfaction, ongoing efficiency, and brand reputation. Customer interactions can be improved, workflows can be streamlined, and cutting-edge technology solutions can be provided by the right provider, elevating your business. Inefficiencies, higher costs, and customer dissatisfaction can be led to by a mismatched provider—this can happen.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

ShepHyken

NOVEMBER 25, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does modern AI enhance the efficiency of customer interactions in contact centers? How can AI anticipate customer needs and offer better solutions in customer service? What are the common fears among leadership when adopting AI solutions in customer support?

Customer Support 223

Customer Support Average Handle Time Upselling Contact Center 223

DMG Consulting

NOVEMBER 25, 2024

The CCaaS Market Sees Growing Pains and Changing Dynamics View this article on the publisher’s website The contact center-as-a-solution (CCaaS) market is thriving while simultaneously undergoing an identity crisis. CCaaS solutions are being purchased at a rapid rate as companies migrate from their premises-based contact center solutions to the cloud.

Marketing 48

Marketing Self service Contact Center APIs 48

Cisco - Contact Center

NOVEMBER 25, 2024

In our recent Cisco AI Readiness Index, we found that only 13% of organizations consider themselves ready to capture AI’s potential, even though urgency is high. Companies are investing, but close to half of respondents say the gains aren’t meeting expectations. Here’s how organizations can get themselves better prepared.

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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

Real Blue Sky

NOVEMBER 25, 2024

Emotional Agility Series – Part 2: Cultivation Cultivate Emotional Agility in the Customer Experience Reflecting on my own experience from Part 1 of this series—where I encountered a front desk manager who lacked emotional agility—it became clear how a single failure to manage emotions can impact the perception of a brand. A seemingly minor service failure tarnished not only my stay but also my trust in the brand itself.

Construction 52

Construction Morale Feedback Coaching 52

ShepHyken

NOVEMBER 26, 2024

I recently saw a picture of an old Steak ‘n Shake restaurant. It reminded me of when my grandparents used to take me to Steak ‘n Shake every Sunday for lunch. As a kid, I loved their slogan, which was a rhyme: “In Sight, It Must Be Right.” The slogan originated from the restaurant’s founder, Gus Belt, who would bring a barrel of steaks into the restaurant and grind them into burgers in front of the customers.

Enterprise 209

Enterprise Engineering Customer Service Customer Experience 209

Callminer

NOVEMBER 27, 2024

The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI. Read this blog for 2025 call center trends and best practices.

Best practices 182

Best practices Call Center Technology 182

TechSee

NOVEMBER 27, 2024

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond. With so many aspects of CX to consider, we think it’s important to break down our suggested improvements into four key concepts.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

AWS Machine Learning

NOVEMBER 26, 2024

In the field of generative AI , latency and cost pose significant challenges. The commonly used large language models (LLMs) often process text sequentially, predicting one token at a time in an autoregressive manner. This approach can introduce delays, resulting in less-than-ideal user experiences. Additionally, the growing demand for AI-powered applications has led to a high volume of calls to these LLMs, potentially exceeding budget constraints and creating financial pressures for organizatio

Healthcare 128

Healthcare Chatbots Automotive Engineering 128

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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

ShepHyken

NOVEMBER 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. 10 Trends to Guide Your 2025 CX Strategy by NICE (CMSWire) By embracing the power of cloud, digital and AI and aligning your CX initiatives with your customers’ needs, your business won’t just be keeping pace but leading the way in exceptional CX.

Customer Service 176

Customer Service Contact Center Customer Experience Call Center 176

Callminer

NOVEMBER 25, 2024

One of AI's most prominent uses is in customer service, handling tasks like training agents, summarizing customer interactions, and more. Read this blog to learn how AI is improving CX.

Customer Experience 182

Customer Experience Customer Service 182

Connect

NOVEMBER 24, 2024

In 2025, artificial intelligence (AI) will expand its influence in the contact centre space as this prolific technology trend permeates more facets of daily operations, dominating capital expenditures and strategic decision-making. By Martin Cross , Chief Strategy Officer at Connect. “While already a dominant trend in recent years, many operators have realised that rushing into AI implementations caused more challenges that it solved, especially when it comes to generative or GenAI,” explains Ma

Engineering 104

Engineering Quality management Cloud contact Interactive Voice Response 104

AWS Machine Learning

NOVEMBER 29, 2024

Prompt engineering refers to the practice of writing instructions to get the desired responses from foundation models (FMs). You might have to spend months experimenting and iterating on your prompts, following the best practices for each model, to achieve your desired output. Furthermore, these prompts are specific to a model and task, and performance isn’t guaranteed when they are used with a different FM.

Benchmark 134

Benchmark Engineering Construction APIs 134

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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

Ambs Call Center

NOVEMBER 29, 2024

As much as we take note of the dwindling number of mom-and-pop shops across America, modern-day small businesses can and do compete with national and international chains. Cost isn’t the only means of competition either. Larger companies are often able to bargain for less expensive variable costs with their suppliers – and thus, are more readily able to lower prices.

Answering services 87

Answering services 87

Joe Rawlinson

NOVEMBER 26, 2024

Employee recognition is an essential component of fostering a productive and motivated workforce. As highlighted by Forbes , recognition is pivotal to employee engagement, with its significance expected to grow in 2025. By celebrating achievements, recognising efforts, and rewarding contributions, businesses can enhance employee morale, boost retention rates, and improve overall performance.

Morale 78

Morale Employee engagement industry standards Analytics 78

Cisco - Contact Center

NOVEMBER 27, 2024

Explore Cisco Black Belt Distribution Academy's new updates! Enhance your skills with role-based enablement, new content, and a streamlined learning experience, empowering distributors to excel in supporting Cisco technologies.

Technology 87

Technology Marketing Customer Experience 87

AWS Machine Learning

NOVEMBER 26, 2024

This post is co-written with Isaac Smothers and James Healy-Mirkovich from Crexi. With the current demand for AI and machine learning (AI/ML) solutions, the processes to train and deploy models and scale inference are crucial to business success. Even though AI/ML and especially generative AI progress is rapid, machine learning operations (MLOps) tooling is continuously evolving to keep pace.

Real estate 121

Real estate Engineering Self service SaaS 121

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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

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. However, their attempts often fall short of expectations, resulting in actions that lack the authenticity and depth consumers seek. Radical Consumer Centricity changes that. This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely.

Banking 83

Banking Feedback Customer retention Marketing 83

Ambs Call Center

NOVEMBER 29, 2024

In our post ' 4 Key Benefits to Call Recording ' we wrote about the value answering services provide when they record all their calls. Call recording provides a great means for dispute resolution, information verification, and quality assurance. Call recording systems are 100% digital making it easy to record, store, and share phone conversations.

Answering services 81

Answering services Customer Service 81

OctopusTech

NOVEMBER 29, 2024

The holiday season is one of the most exciting times of the year. It also presents an opportunity for businesses to boost their engagement and drive sales. Although inboxes may be flooded with festive offers, an effective holiday marking strategy can help your brand cut through the noise and deliver results. Why Holiday Email Marketing is Important The holiday season is often the busiest, especially for B2C and B2B businesses.

Marketing 62

Marketing B2C B2B Sales 62

AWS Machine Learning

NOVEMBER 26, 2024

Hallucinations in large language models (LLMs) refer to the phenomenon where the LLM generates an output that is plausible but factually incorrect or made-up. This can occur when the model’s training data lacks the necessary information or when the model attempts to generate coherent responses by making logical inferences beyond its actual knowledge.

APIs 117

APIs Chatbots Metrics Finance 117

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

Cisco - Contact Center

NOVEMBER 26, 2024

Cisco's new SD-WAN Configuration Catalog simplifies industrial deployments - reducing setup time, errors, and enhancing security for Industrial IoT networks

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Ambs Call Center

NOVEMBER 29, 2024

'Please', 'Thank You', 'May I' and 'You’re Welcome'. these are all very familiar terms of speech to all of us, yet they are words that we seem to hear less and less.

Answering services 77

Answering services 77

SQM Group

NOVEMBER 27, 2024

A deeper insight that highlights how agents can play a crucial role in shaping the emotional direction of a call.

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AWS Machine Learning

NOVEMBER 26, 2024

This post is co-written with Ken Kao and Hasan Ali Demirci from Rad AI. Rad AI has reshaped radiology reporting, developing solutions that streamline the most tedious and repetitive tasks, and saving radiologists’ time. Since 2018, using state-of-the-art proprietary and open source large language models (LLMs), our flagship product— Rad AI Impressions — has significantly reduced the time radiologists spend dictating reports, by generating Impression sections.

Healthcare 114

Healthcare Engineering APIs Telecommunications 114

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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

NOVEMBER 27, 2024

As Ireland gears up for the election, this blog looks at the pivotal role technology how tech policy can stimulate growth, investment and innovation. As Ireland gears up for the election, this blog looks at the pivotal role technology how tech policy can stimulate growth, investment and innovation.

Technology 67

Technology 67

Ambs Call Center

NOVEMBER 29, 2024

If you aren't standing by to assist when a potential buyer needs your help, you could lose the deal. Yet for many real estate agents, spending more time on the phone simply is not possible.

Real estate 72

Real estate Answering services 72

Totango

NOVEMBER 26, 2024

Key takeaways : It’s time to take action. Big or small, it’s time to put AI-enabled actions into workflows and empower individuals to learn with these new tools. Measure outcomes from AI-driven enhancements. To gain traction, leaders must translate how improvements or efficiencies gained from implementing AI solutions result in either more revenue in the door or less costs out the door.

Enterprise 62

Enterprise Engineering Feedback Marketing 62