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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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.
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.
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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.
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.
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!
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.
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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.
Cisco - Contact Center
JULY 16, 2024
Artificial Intelligence (AI) Appreciation Day, celebrated on July 16th every year, recognizes the positive contributions of AI technology to humanity and encourages discussions about its ethics. This event is an opportunity to celebrate AI's history and evolution, with Cisco playing a significant role.
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.
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.
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!
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.
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.
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.
AWS Machine Learning
JULY 15, 2024
This post is co-written with Vlad Lebedev and DJ Charles from Mixbook. Mixbook is an award-winning design platform that gives users unrivaled creative freedom to design and share one-of-a-kind stories, transforming the lives of more than six million people. Today, Mixbook is the #1 rated photo book service in the US with 26 thousand five-star reviews.
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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.
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 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.
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.
AWS Machine Learning
JULY 15, 2024
This post is co-written with MagellanTV and Mission Cloud. Video dubbing, or content localization, is the process of replacing the original spoken language in a video with another language while synchronizing audio and video. Video dubbing has emerged as a key tool in breaking down linguistic barriers, enhancing viewer engagement, and expanding market reach.
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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.
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
CLUS Industrial IoT Summit top customer concerns were cybersecurity, the IT/OT workforce gap, and the urgent need to modernize networks in the age of AI.
OctopusTech
JULY 17, 2024
Social media is an integral part of most businesses’ marketing strategies these days. Platforms like Facebook, Instagram, Twitter, LinkedIn, and more allow companies to engage with customers, build their brand, advertise products and services, and analyze metrics to determine what’s working. However, many businesses set up social media accounts without a clear strategy and randomly post content without tracking growth or results over time.
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