Connect

DECEMBER 11, 2023

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

Technology 97

Technology Average Handle Time Cloud contact First call resolution 97

AnomalySquared

DECEMBER 14, 2023

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.

outsourcing 96

outsourcing Call Center 96

MiaRec

DECEMBER 10, 2023

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.

Contact Center 105

Contact Center Management Quality management 105

ShepHyken

DECEMBER 11, 2023

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.

Customer centricity 225

Customer centricity Morale Feedback Customer Experience 225

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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.

Contact Center

Outsource Consultants

DECEMBER 13, 2023

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

outsourcing 67

outsourcing Bilingual agents Business Process Outsourcing Government 67

ChaseData

DECEMBER 13, 2023

Trending news and helpful information from the DialedIn Call Center Software team.

Contact Center 52

Contact Center call center software Call Center 52

SmartAction

DECEMBER 12, 2023

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.

industry standards 79

industry standards Customer Service Automotive Virtual Agent 79

NobelBiz

DECEMBER 11, 2023

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.

Call flow 105

Call flow Interactive Voice Response Customer Experience Contact Center 105

ShepHyken

DECEMBER 12, 2023

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.

Sales 246

Sales Customer Experience Customer Service Customer Support 246

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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.

Analytics

Beyond Philosophy

DECEMBER 14, 2023

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.

Airlines 221

Airlines Metrics Management Technology 221

AWS Machine Learning

DECEMBER 13, 2023

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.

Engineering 133

Engineering APIs Best practices Accountability 133

MiaRec

DECEMBER 13, 2023

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.

Contact Center 111

Contact Center 111

ShepHyken

DECEMBER 10, 2023

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.

Customer Service 164

Customer Service Customer retention Advertising Contact Center 164

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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.

Contact Center

ConvergeOne

DECEMBER 12, 2023

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.

APIs 108

APIs Enterprise Surveys Technology 108

AWS Machine Learning

DECEMBER 12, 2023

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.

Telecommunications 127

Telecommunications Engineering Chatbots CRM 127

CSM Magazine

DECEMBER 14, 2023

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.

Customer Service 105

Customer Service Feedback 105

Cisco - Contact Center

DECEMBER 15, 2023

The collaboration between Cisco and Amazon Web Services (AWS) in the Europe, Middle East, and Africa (EMEA) region—combining each company’s market leading strengths—continues to deliver impressive out… Read more on Cisco Blogs

Finance 98

Finance Marketing 98

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!

Customer Experience

Integrity Solutions

DECEMBER 11, 2023

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 95

Sales Accountability Coaching Marketing 95

AWS Machine Learning

DECEMBER 13, 2023

Machine learning (ML) models do not operate in isolation. To deliver value, they must integrate into existing production systems and infrastructure, which necessitates considering the entire ML lifecycle during design and development. ML operations, known as MLOps, focus on streamlining, automating, and monitoring ML models throughout their lifecycle.

Construction 125

Construction Accountability Engineering Personalization 125

Bill Quiseng

DECEMBER 13, 2023

In anticipation of celebrating the holidays with my family and friends, I will not be publishing my posts until after the New Year. So, for now, as you move onward and upward in the New Year, I wish all of you, your family, and your friends GREAT health, happiness, success, and prosperity. May your Holiday Celebration and New Year be GREAT out there!

Customer Service 78

Customer Service 78

Cisco - Contact Center

DECEMBER 13, 2023

Technology continues to evolve at an unprecedented pace and predictions about coming trends are always a topic of debate – what’s real, what’s hype.

Technology 105

Technology 105

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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.

LiveVox

DECEMBER 12, 2023

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.

Contact Center 91

Contact Center Technology 91

AWS Machine Learning

DECEMBER 12, 2023

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

Chatbots 124

Chatbots Enterprise APIs Best practices 124

kommunicate

DECEMBER 10, 2023

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.

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SQM Group

DECEMBER 12, 2023

This blog will compare these three tools and demonstrate how each contributes to optimizing performance and elevating overall efficiency.

Call Center 102

Call Center 102

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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.

Customer Experience

Helpware

DECEMBER 14, 2023

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.

Marketing 88

Marketing outsourcing 88

AWS Machine Learning

DECEMBER 13, 2023

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.

APIs 124

APIs Accountability Best practices Engineering 124

Cisco - Contact Center

DECEMBER 11, 2023

The world of cybersecurity never stops changing. Every day bad actors grow bolder and more devious as they try to break your security, steal your data, and offer it back to you for ransom.

Management 98

Management 98