CCNG
JULY 17, 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.
Callminer
JULY 16, 2024
Employee engagement is critical to success in customer service. Read more on how disengagement is prevalent in customer service roles, leading to high attrition rates and decreased effectiveness.
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BlueOcean
JULY 15, 2024
For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. But doing it all in-house also comes with its pain points, and, if customer care is looked at internally as just a necessary service function for your true core competency/offering, it is possible you’re selling your customers short, when it comes to service.
Callminer
JULY 18, 2024
From translating customer conversations in real time to minimizing excess tasks for agents with the goal of boosting productivity, learn how effective call centers use AI to improve their operations.
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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.
CSM Magazine
JULY 19, 2024
The potential of your contact center agents can significantly influence your business’s success. But how do you unlock this potential? In this article, we’ll explore practical strategies to empower your agents, enhance their performance, and ultimately drive customer loyalty. 1. Invest in Comprehensive Training Initial Training : From day one, provide thorough onboarding that covers not only the technical aspects of the job but also the company’s culture, values, and goals.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Ambs Call Center
JULY 18, 2024
If you're an Ambs Call Center customer who isn't using the myAmbs Web Portal, you're missing out. This isn't one of those portals that takes forever to figure out and by the time you do, crashes. Oh, no. We've customized the portal specifically for your use, not ours.
SQM Group
JULY 16, 2024
Mastering the art of both hot calls and cold calls can significantly enhance the overall customer service within a call center.
Concentrix
JULY 17, 2024
Explore how Voice of the Customer (VOC) can revolutionize insurance insights, address the industry's challenges, and drive transformation.
DMG Consulting
JULY 15, 2024
A Practical Approach to GenAI in the Contact Center View this article on the publisher’s website July 2, 2024 Artificial intelligence (AI), particularly generative AI (genAI), is changing the contact center and customer service landscape for the better. GenAI is essentially the missing link in automation and self-service initiatives, structuring and providing answers and information in a way that is easily consumed by customers and employees.
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.
Abby Connect
JULY 15, 2024
There are many ways to grow your business’ revenue, but did you know that one of them is partnering with a call answering service for businesses? Running a successful business is all about balancing the budget and ensuring your revenue far exceeds your expenses.
Beyond Philosophy
JULY 19, 2024
You know that friction in a Customer Experience is a problem that needs fixing. However, do you have that same perception of workplace friction? If you feel the friction at work, you probably do. But if you don’t, you likely think little of it, if at all. Doing work for money requires a certain amount of friction, right? However, if the friction impacts employees and decreases employee morale, it can be a significant problem.
ShepHyken
JULY 15, 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. Phrases Customers Hate by BJ Bueno (The Cult Branding Company) Try avoiding these phrases like the plague. Instead, teach your people to focus on empathy.
Bill Quiseng
JULY 17, 2024
QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there!
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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.
AWS Machine Learning
JULY 18, 2024
This post was written in collaboration with Liran Zelkha and Eyal Solnik from Lili. Small business proprietors tend to prioritize the operational aspects of their enterprises over administrative tasks, such as maintaining financial records and accounting. While hiring a professional accountant can provide valuable guidance and expertise, it can be cost-prohibitive for many small businesses.
Beyond Philosophy
JULY 18, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I often say there is never one thing happening in a Customer Experience ; instead, there are multiple things at work. Therefore, one theory or concept will not explain your customers’ behavior; instead, you need the effects of several combined theories.
VirtualPBX
JULY 18, 2024
Hear from guest blogger, Co-founder and CEO of Onilab, Art Malcovich, on what SMS marketing can do for your e-commerce. E-commerce businesses connect with their customers through multiple channels: emails, social media, live chats, and chatbots. SMS marketing is another valuable tool for reaching potential buyers. The numbers speak for themselves: text messages boast a 98% open rate and a 45% conversion rate.
Momentum Telecom
JULY 18, 2024
Building a phone system that’s truly worth smiling about As the nation’s fastest-growing network of orthodontists, Smile Doctors maintains over three hundred locations in more than twenty states. As the name suggests, theirs is a network that wants to not only give their patients the confidence to smile but also a reason to do so. A big part of that means making the patient experience as seamless and enjoyable as possible.
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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.
AWS Machine Learning
JULY 18, 2024
Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading artificial intelligence (AI) companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API. To equip FMs with up-to-date and proprietary information, organizations use Retrieval Augmented Generation (RAG), a technique that fetches data from company data sources and enriches the prompt to provide more relevant and accurate responses.
Ambs Call Center
JULY 19, 2024
Feeling overwhelmed trying to keep track of leads, manage service schedules, or handle customer inquiries? You may be in the market for a CRM software to boost your HVAC company’s efficiency! Imagine having everything you need to streamline your tasks and stay organized—all in one location. Though, with so many CRM options out there, finding the right one can be a bit daunting.
Helpware
JULY 18, 2024
Many things happened during these last six months, but what amazes us the most is the dramatic speed at which customer service trends are shifting. Clients opt for AI-driven platforms looking for immediate answers, but at the same time, they desire brands to carry out empathic and personalized interactions. There is also a plethora of other modern problem-solving methodologies out there and we think it is the perfect time to take a look at what customer support looks like in 2024.
Concentrix
JULY 18, 2024
Connect people, processes, and platforms under one cohesive ecosystem with a balanced approach to your customer engagement strategy.
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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.
AWS Machine Learning
JULY 18, 2024
This post is co-written with Maciej Mensfeld from Mend.io. In the ever-evolving landscape of cybersecurity, the ability to effectively analyze and categorize Common Vulnerabilities and Exposures (CVEs) is crucial. This post explores how Mend.io , a cybersecurity firm, used Anthropic Claude on Amazon Bedrock to classify and identify CVEs containing specific attack requirements details.
AnswerConnect
JULY 17, 2024
Improving business productivity can mean the edge you need over your competition. The post These are the top strategies to improve your business productivity. appeared first on AnswerConnect Blog.
Cisco - Contact Center
JULY 19, 2024
Cisco Webex in collaboration with a partner,provides a compliance and security solution tailored for digital communications within the Webex Suite, serving major organizations like top North American banks.
Momentum Telecom
JULY 18, 2024
New Offering Transforms Fax Communications into a Seamless Microsoft Teams Experience ATLANTA – July 18 – Momentum , a leading global managed services provider, today announced the availability of Momentum Teams Faxing. This cutting-edge solution transforms Microsoft Teams into a versatile virtual fax machine, eliminating the need for additional software or hardware and revolutionizing how businesses handle fax communications.
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!
AWS Machine Learning
JULY 17, 2024
AWS announced the availability of the Cohere Command R fine-tuning model on Amazon SageMaker. This latest addition to the SageMaker suite of machine learning (ML) capabilities empowers enterprises to harness the power of large language models (LLMs) and unlock their full potential for a wide range of applications. Cohere Command R is a scalable, frontier LLM designed to handle enterprise-grade workloads with ease.
Interactions
JULY 19, 2024
Consumers want personalized experiences when interacting with brands. Personalization can lower customer effort while providing an enhanced experience. However, it has been an elusive goal considering many businesses lack a strategy on how to apply personalization in a way that maximizes the customer experience. Long story short, there’s massive room for improvement.
Cisco - Contact Center
JULY 18, 2024
Announcing the launch of the Coalition for Secure AI (CoSAI) to help securely build, deploy, and operate AI systems to mitigate AI-specific security risks.
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