Upstream Works
APRIL 11, 2024
Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post 3 Ways AI Improves Agent Experience appeared first on Upstream Works.
ShepHyken
APRIL 9, 2024
What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.
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MiaRec
APRIL 8, 2024
Ever since COVID, contact centers have increasingly invested in Artificial Intelligence (AI). In fact, according to a recent MarketsandMarkets report, the global contact center AI market is expected to grow at a CAGR of 21.3% from $1.6 billion (May 2022) to $4 billion by 2027. AI technologies like chatbots, virtual assistants, speech recognition, Interactive Voice Response (IVR), Natural Language Processing (NLP), predictive analytics, and sentiment analysis are quickly becoming integral to cont
Ambs Call Center
APRIL 9, 2024
Setting up call forwarding for the first time may appear intimidating, but fear not! Once you understand how it works, you'll find it surprisingly simple. So. how exactly does it work?
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
Callminer
APRIL 10, 2024
Today's companies face a variety of challenges in maintaining customer satisfaction. This blog why it's important, how to improve customer satisfaction in the current landscape, and more.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Hodusoft
APRIL 11, 2024
Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. According to a report , about 59% of customers expect companies to deliver advanced digital experiences to keep their business. To keep up with customer’s expectations, contact center software plays an important role in helping businesses communicate with their clients efficiently.
NobelBiz
APRIL 9, 2024
Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Failure to do so can lead to severe consequences, including serious fines, legal actions, and reputational damage.
Connect
APRIL 9, 2024
The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018. All the hype around AI today stems from the rapid developments and widespread adoption of the next iterative advancement in AI technology, namely generative or GenAI.
VirtualPBX
APRIL 10, 2024
Last week we announced the newest product to our lineup The VirtualPBX Contact Center. But what is a contact center? A contact center is a vital component of any organization’s operations. It serves as a central point where customers can reach out for assistance and support through various channels. The most notable channel being phone calls. Within these centers, dedicated customer service representatives work diligently to address customer inquiries.
Advertiser: ZoomInfo
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.
Beyond Philosophy
APRIL 12, 2024
Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they’re being watched. Therefore, it is important to remember that context and who’s doing the personalizing matter. Picture this: Colin’s at his go-to fishing store, Discount Tackle. The manager knows him, we chat, and he recommends a lure.
AWS Machine Learning
APRIL 9, 2024
With Knowledge Bases for Amazon Bedrock , you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for Retrieval Augmented Generation (RAG). Access to additional data helps the model generate more relevant, context-specific, and accurate responses without retraining the FMs. In this post, we discuss two new features of Knowledge Bases for Amazon Bedrock specific to the RetrieveAndGenerate API: configuring the maximum number of results and creating custom prompts wi
The Northridge Group
APRIL 8, 2024
Aside from elections, the British royal’s health, Beyonce going country, and the solar eclipse, everyone is talking about Artificial Intelligence these days. The question and answer of what AI is and what it can do largely depends upon where you work, how you live, how you want to communicate – and your control in all of it. For a business consulting firm like The Northridge Group, we see AI as an opportunity for our clients to improve processes, elevate employee careers, and increase
TechSee
APRIL 9, 2024
In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.
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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
APRIL 11, 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: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act.
AWS Machine Learning
APRIL 11, 2024
Organizations across industries want to categorize and extract insights from high volumes of documents of different formats. Manually processing these documents to classify and extract information remains expensive, error prone, and difficult to scale. Advances in generative artificial intelligence (AI) have given rise to intelligent document processing (IDP) solutions that can automate the document classification, and create a cost-effective classification layer capable of handling diverse, uns
C3Centricity
APRIL 9, 2024
As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.
Totango
APRIL 9, 2024
Is 2024 the year of customer success or sales? Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.
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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.
TechSee
APRIL 9, 2024
In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.
AWS Machine Learning
APRIL 8, 2024
At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. For RAG-based applications, the accuracy of the generated responses from FMs depend on the context provided to the model.
Cisco - Contact Center
APRIL 12, 2024
Join us as we dive deeper into Cisco and Cisco partner technology deployed at the Cisco Store!
Comm100
APRIL 10, 2024
AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Toister Performance Solutions
APRIL 11, 2024
This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Make sure everyone has access to LinkedIn Learning before you begin. Customer Service Foundations focuses on the three essential skills : Rapport Understanding (includes listening) Solving (includes serving upset customers) The course is ideal for people new to customer service.
AWS Machine Learning
APRIL 11, 2024
AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019. AWS has had a long-standing collaboration with NVIDIA for over 13 years.
delighted
APRIL 12, 2024
Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue. Surveying at the right frequency, with the right survey design, is what keeps your customers responding and free of survey fatigue.
AnswerConnect
APRIL 9, 2024
What is inbound call handling and is it the right solution for your business? Check out our step-by-step breakdown to discover everything you need to know. The post What is Inbound Call Handling? Step By Step Breakdown [2024] appeared first on AnswerConnect Blog.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
ConvergeOne
APRIL 12, 2024
In today's digitally connected world, the frequency and sophistication of cyber-attacks continue to rise, posing significant threats to individuals, businesses, and educational institutions. While preventive measures play an important role in minimizing vulnerabilities, a comprehensive cyber recovery strategy is equally essential. In many ways, having a robust cyber recovery plan can be the best preventative medicine in deterring cyber-attacks and minimizing the potential damage they can cause.
AWS Machine Learning
APRIL 8, 2024
Unlocking accurate and insightful answers from vast amounts of text is an exciting capability enabled by large language models (LLMs). When building LLM applications, it is often necessary to connect and query external data sources to provide relevant context to the model. One popular approach is using Retrieval Augmented Generation (RAG) to create Q&A systems that comprehend complex information and provide natural responses to queries.
Cisco - Contact Center
APRIL 10, 2024
Cisco enters strategic partnerships like the one with Nutanix in order to leverage our strengths in data center infrastructure with the complementary strengths of industry leaders.
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