kommunicate
JUNE 18, 2022
Last Updated on June 18, 2022 “The vision for our assistant is to help you get things done.” These were the exact words used by Sundar Pichai in 2018 in his demo of Google Duplex, an AI-powered voice agent that is an added feature to Google Assistant. Sure enough, fast forward to four years later, [.]. The post 5 Ways AI Chatbots are Changing the USA Healthcare Industry appeared first on Kommunicate Blog.
OrecX
JUNE 22, 2022
For years, companies have been recording customer calls for quality assurance, compliance and risk mitigation. For those purposes, standard call recording solutions work fine. But, when you want to start analyzing your calls for customer insight like buying patterns, traditional call recording solutions don't always serve you the best. For call analysis, you require certain elements in a call recording system that not all recorders have.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
JUNE 22, 2022
Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? . He agreed that the lesson is about being “socially correct,” but perhaps we should look beyond the name that is used and instead consider the intent of the person using it. He was saying that the server may have intended to create a warm and friendly atmosphere, and calling a person “honey” was her way of doing it.
Beyond Philosophy
JUNE 18, 2022
Podcast Summary. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. 5 Rules for Effective Customer Research That Make A Difference. Customer research is an essential part of any organization’s customer strategy.
Advertisement
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.
Steve DiGioia
JUNE 20, 2022
I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I know he was testing to see if you’d pick up the next piece. It was fun watching those new employees who didn’t know about his tactic. Now that masks are coming off, look for people who smile easily.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
JUNE 21, 2022
The Cost of Bad Customer Service. The Impact of Bad Customer Service on Your Customers, Employees, and ROI. Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA). She shares how organizations can identify, measure, and address issues to improve customer experience. Top Takeaways: Customers are smarter than ever before.
Beyond Philosophy
JUNE 23, 2022
It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the past two years, let alone the past seven. Customer research should be a priority every year. So, today I am covering the 5 Rules for Effective Customer Research That Make a Difference.
Contact Center Pipeline
JUNE 23, 2022
I had a conversation recently with Laura Sikorski, who is an independent consultant and leading contact center industry authority, on the critical topic of analytics. “An example of a lesson learned with analytics is the increased usage of the chat channel—about 20% per year since 2016.” Laura Sikorski Her expertise and work focuses on operations […].
AWS Machine Learning
JUNE 24, 2022
As enterprise businesses embrace machine learning (ML) across their organizations, manual workflows for building, training, and deploying ML models tend to become bottlenecks to innovation. To overcome this, enterprises needs to shape a clear operating model defining how multiple personas, such as data scientists, data engineers, ML engineers, IT, and business stakeholders, should collaborate and interact; how to separate the concerns, responsibilities, and skills; and how to use AWS services op
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.
ShepHyken
JUNE 20, 2022
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 comment about each article and would like to hear what you think too. Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. (Forbes) Without customer loyalty, a business can struggle to succeed.
Solvvy
JUNE 22, 2022
You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately. But the relevance of that answer can vary depending on the type of technology that powers the solution.
Nicereply
JUNE 20, 2022
Optimizing the customer journey is one of the best ways to ensure your sales funnel converts well and maintains a high ROI. It also boosts customer satisfaction, increasing customer retention, loyalty, and overall brand affinity. So, how exactly can you optimize the customer journey? Touchpoint mapping is a great place to start. Touchpoint mapping involves tracing and outlining all touchpoints or interactions a customer has with your brand.
AWS Machine Learning
JUNE 24, 2022
Today, we’re excited to announce that Amazon Forecast offers the ability to generate forecasts on a selected subset of items. This helps you to leverage the full value of your data, and apply it selectively on your choice of items reducing the time and effort to get forecasted results. Generating a forecast on ‘all’ items of the dataset restricted you from the freedom to have fine-grained controls over specific items that you wanted to forecast.
Advertisement
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.
Totango
JUNE 24, 2022
Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Knowing how to capitalize on these opportunities can give you an advantage over competitors. Read on to learn the keys to effective customer success for SaaS clients.
ChurnZero
JUNE 24, 2022
2022 continues to be a grave reminder that change is constant. With the “great resignation,” fluctuations of the public and private markets, and the omnipresent pandemic, we find ourselves continuously, and quickly, adapting to the shifting landscape. What does this mean for B2B SaaS businesses? How do you stack up against your peers? In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey.
VirtualPBX
JUNE 23, 2022
While it may have taken awhile for consumers to fully understand and embrace QR Codes, we’ve collectively moved on from the early adoption phase. According to data from Statista, In 2021, 75.8 million smartphone users in the United States scanned a QR code on their mobile devices, up by 15.3 percent compared to 2020. Usage of mobile QR code scanners is projected to experience constant growth, reaching approximately 99.5 million users in the U.S. by 2025.
AWS Machine Learning
JUNE 21, 2022
Amazon Web Services and Udacity are partnering to offer free services to educate developers of all skill levels on machine learning (ML) concepts with the AWS Machine Learning Engineer Scholarship program. The program offers free enrollment to the AWS Machine Learning Foundations course and 325 scholarships awarded to the AWS Machine Learning Engineer Nanodegree, a $2,000 USD value, powered through Udacity.
Advertisement
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.
Call Experts
JUNE 23, 2022
Customer retention is a huge deal for your organization, so it’s important you put some effort into building a better customer rapport. This article will explain customer rapport, why it’s essential, and how contact centers can support your customer service efforts. . What Is Customer Rapport? Customer rapport is about establishing and maintaining a positive relationship with consumers.
MiaRec
JUNE 24, 2022
Cisco Live! Was an eye-opening and exciting event for our team, and the feeling on the ground was electric. With everyone holed up in virtual participation the past few years, it was nothing short of a high energy reunion, complete with live acts, a moving stage and most of all, Cisco’s theme: All In.
Spearline
JUNE 20, 2022
See why testRTC , is the world’s most powerful WebRTC testing and monitoring platform, for companies serious about WebRTC! WebRTC is an important focus for us today and how Spearline plans to future proof communications for our customers. About Us Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice and communications services.
AWS Machine Learning
JUNE 24, 2022
We are excited to announce Amazon CodeWhisperer , a machine learning (ML)-powered service that helps improve developer productivity by providing code recommendations based on developers’ natural comments and prior code. With CodeWhisperer, developers can simply write a comment that outlines a specific task in plain English, such as “upload a file to S3.
Advertisement
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.
Education Services Group
JUNE 24, 2022
The Reason. The bridge looks old. It looks to have once been an operating railroad bridge, now reinforced and refurbished to serve its current purpose. My wife, Jenny, and I take our first step onto the bridge and start the trek to the middle; I can see off in the distance where they’ve set up canopies at what appears to be the bungee jump site. We get about 200 feet onto the bridge before Jenny lets go of my hand—apparently, I’m too clammy, but more importantly…why isn’t she?
Comm100
JUNE 23, 2022
Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs. Students want fast and convenient digital support that matches their lifestyle and expectations, and that is why more and more schools are adopting live chat – the only channel that can deliver on this.
CSM Magazine
JUNE 19, 2022
We all know we need to strive for positive customer experiences and do everything we can to avoid negative customer experiences. What many CX leaders fail to consider, however, is the relationship between your customer experience and your bottom line. What is a “Bad” Customer Experience? Depending on your team and the products you support, your challenges may be different.
AWS Machine Learning
JUNE 24, 2022
The content and opinions in this post are those of the third-party author and AWS is not responsible for the content or accuracy of this post. As more organizations use deep learning techniques such as computer vision and natural language processing, the machine learning (ML) developer persona needs scalable tooling around experiment tracking, lineage, and collaboration.
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!
Kapta Customer Success
JUNE 21, 2022
Strong sales and account management leaders can pave the way to innovative, customer-centric workflows and organizational changes. But as you're reorganizing how your team operates, tracking your KPIs and metrics , and even investigating internal sales processes, it's just as important to take a moment and evaluate your department's tools as it is to assess your goals.
MiaRec
JUNE 21, 2022
The Voice of the Customer (VOC) is one of the most obvious, yet underutilized tools organizations have at their disposal to create outstanding customer experiences, increase customer loyalty and retention, and boost profits.
CSM Magazine
JUNE 23, 2022
ASAPP the AI Cloud company has made a number of announcements recently for its AI services. Today the company announced availability of AutoTranscribe and claims it to be “the most accurate , real-time, speech-to-text transcription service” for call centres. “ASAPP has a dedicated team of natural language processing (NLP) and speech researchers who are advancing state-of-the art in automatic speech recognition (ASR) and task-oriented dialogue,” said ASAPP Chief Scientist Ryan McDonald who previo
Expert insights. Personalized for you.
98 
Let's personalize your content