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Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. By Martin Cross , Chief Strategy Officer at Connect. As AI adoption in the contact centre gathers momentum for its ability to unlock cost and operational efficiencies and improve customer service by pre-empting customer needs, automating customer interactions, and streamlining the customer expe
As we approach the dawn of 2024, businesses are gearing up for a new chapter filled with opportunities and challenges. In this rapidly evolving landscape, staying ahead of the curve is crucial for sustained success. One strategic move that can significantly impact your business's efficiency and customer satisfaction is outsourcing your call center operations.
Every contact center managers has their tried and true method of evaluating calls they have developed over the years. For me, it was my trusted Excel spreadsheet I had developed to evaluate my agent's performance. So I get it if trading in the trusted spreadsheet or other familiar method you are using for an AI-based QM solution that automatically scores and evaluates agent performance seems scary.
Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals.
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!
The Caribbean is often synonymous with pristine beaches, mouthwatering cuisine, and warm hospitality. While these features certainly attract tourists, the Caribbean holds a plethora of undiscovered possibilities in the world of business process outsourcing. Here are a few of the region’s biggest draws for US companies. A Stone’s Throw from the US Even though Caribbean vacations seem like a world away when booking your flight, the region is pretty close to the United States in business term
During its early stages, business process outsourcing (BPO) has become a well-recognised method utilised by organisations across several industrial sectors. The idea of outsourcing first surfaced as a way to relieve businesses of the burden of handling non-core operations, which may include everything from payroll and human resources to finance and accounting.
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During its early stages, business process outsourcing (BPO) has become a well-recognised method utilised by organisations across several industrial sectors. The idea of outsourcing first surfaced as a way to relieve businesses of the burden of handling non-core operations, which may include everything from payroll and human resources to finance and accounting.
At SmartAction, we believe in the power of change. It’s not just about adapting to the evolving market; it’s about leading the charge. Today, we are excited to share with you a significant milestone in our journey — the launch of our brand refresh. This isn’t merely a change in our logo or colors; it’s a reflection of our growth, our learning, and our renewed commitment to delivering outstanding AI-powered customer service solutions.
Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations.
Customer service and customer experience (CX) are more than what happens after the sale. It’s not just a department to call when there is a problem. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.
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.
In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. I knew these customers would leave my client when the competition had a good enough offer. Now, some of you might be scratching your heads, wondering what I am talking about.
The launch of ChatGPT and rise in popularity of generative AI have captured the imagination of customers who are curious about how they can use this technology to create new products and services on AWS, such as enterprise chatbots, which are more conversational. This post shows you how you can create a web UI, which we call Chat Studio, to start a conversation and interact with foundation models available in Amazon SageMaker JumpStart such as Llama 2, Stable Diffusion, and other models availabl
While almost all insurance companies have adopted some form of "traditional" AI and have felt somewhat let down by the lack of transformative change that was promised in the past, there is no doubt that Generative AI has kicked off a tidal shift across the industry that will far surpass previous expectations.
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. 10 Questions Every Business Leader Should Ask About Customer Retention by Samuel Wilson (Forbes) Many of you can probably recall an experience of sitting in a big conference room with the quarterly review slides and questioning why growth isn’t higher.
With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
In this post, we showcase fine-tuning a Llama 2 model using a Parameter-Efficient Fine-Tuning (PEFT) method and deploy the fine-tuned model on AWS Inferentia2. We use the AWS Neuron software development kit (SDK) to access the AWS Inferentia2 device and benefit from its high performance. We then use a large model inference container powered by Deep Java Library (DJLServing) as our model serving solution.
A FIRST FOR A FORCE….Cleveland Police and Crime Commissioner Steve Turner with the Centre for Public Excellence award The police complaints-handling team from the Office of the Police and Crime Commissioner’s (OPCC) has been recognised for its customer service excellence. Cleveland is one of the only forces in the country to have an external team as the public’s first point of contact for police complaints.
Whenever we talk to insurers, whether boardroom CEOs or small-time independent brokers, the buzz is all about major disruptions hitting the industry. Everyone is chiming in about telematics, automated cars, Insuretech, “insurance as a service” platforms, you name it. Many are plain scared their business lines are not built for long-term success, and there’s some legitimacy to this fear.
Workforce challenges are accelerating, and leaders must be prepared. According to Gartner, “Executives today face a volatile business environment, sustained talent shortages, rapid technological advancements and intense change fatigue in the workforce.” 1 In 9 Future of Work Trends for 2025, Gartner reveals nine critical workforce trends that will define 2025 – from AI’s impact on productivity to evolving leadership roles and talent shortages.
We all know that the world of customer service and support is constantly on the move. While some aspects are enduring, each year brings new opportunities and challenges that shift the landscape. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.
Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition. By 2025, Vodafone plans to have 50% of its global workforce actively involved in software development, with an objective to deliver 60% of digital services in-house.
What is cold calling and what does it look like in the current sales world? Your mindset may actually be the key to success. If you want to hear salespeople groan, mention cold calling. It’s true that cold calling can be hard, grinding-it-out work, and the rewards aren’t instant. But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available.
Sales and marketing leaders have reached a tipping point when it comes to using intent data — and they’re not looking back. More than half of all B2B marketers are already using intent data to increase sales, and Gartner predicts this figure will grow to 70 percent. The reason is clear: intent can provide you with massive amounts of data that reveal sales opportunities earlier than ever before.
Is a IT Talent Crunch preventing your contact center from keeping up with the latest digital technology initiatives? You’re not alone. This issue is expected to persist for the foreseeable future, severely hampering business operations across various sectors. According to Gartner, CIOs are losing tech talent faster than they can hire, particularly in areas like […] The post How to Address the IT Talent Crunch in Your Organization appeared first on LiveVox.
Meeting notes are a crucial part of collaboration, yet they often fall through the cracks. Between leading discussions, listening closely, and typing notes, it’s easy for key information to slip away unrecorded. Even when notes are captured, they can be disorganized or illegible, rendering them useless. In this post, we explore how to use Amazon Transcribe and Amazon Bedrock to automatically generate clean, concise summaries of video or audio recordings.
Last Updated on December 11, 2023 Generative AI has been all the rage ever since OpenAI’s ChatGPT came into the picture more than a year ago. There has been a breakout number of Generative AI tools that have taken the world by storm. It is doing everything from creating images to video editing, writing poems, [.] The post How 4 Companies Transformed with Generative AI Adoption appeared first on Kommunicate Blog.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
For all market players, major and minor, Internet marketing is a necessity. Nonetheless, finding and supporting a full-time team is usually ineffective. It entails vast operating expenses and distracts from your primary business functions.
Amazon SageMaker Studio offers a broad set of fully managed integrated development environments (IDEs) for machine learning (ML) development, including JupyterLab, Code Editor based on Code-OSS (Visual Studio Code Open Source), and RStudio. It provides access to the most comprehensive set of tools for each step of ML development, from preparing data to building, training, deploying, and managing ML models.
Agent engagement consistently ranks as a top challenge for contact center management, and understandably so. Ultimately, it affects whether agents are productive, adhere to schedules, and provide a positive or negative customer experience. Disengagement leads to agent turnover, which is costly — SQM Group estimates the cost of replacing an average agent to be around […] The post Boost Contact Center Agent Engagement to Unlock Higher Productivity appeared first on LiveVox.
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