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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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.
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.
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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.
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.
CCNG
APRIL 12, 2024
If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. These terms are thrown around and used interchangeably. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.
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.
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
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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.
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 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
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.
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.
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!
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.
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.
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.
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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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.
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.
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
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.
Cisco - Contact Center
APRIL 11, 2024
Cisco Full-Stack Observability brings application observability together with security intelligence and risk assessment for comprehensive business-focused oversight Businesses in all sectors and… Read more on Cisco Blogs
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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.
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.
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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