How to Handle Vulnerable Customers in the Call Center
SQM Group
NOVEMBER 1, 2023
Learn to support vulnerable customers effectively. Understand their unique needs and provide compassionate assistance for a better customer experience.
Sat.Oct 28, 2023 - Fri.Nov 03, 2023
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What CTOs Should Know Before Implementing Conversational AI in the Contact Center
SmartAction
NOVEMBER 1, 2023
When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Plus, it’s infinitely scalable. For contact center supervisors, the question isn’t whether to implement conversational AI – the benefits are obvious.
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The 5 Essential Behaviors Before Concluding Customer Interactions
Customer Service Life
OCTOBER 28, 2023
Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” I rode that high horse for a long time — even marking team members down on their quality evaluations for failing to end calls with that simple question.
Exploring OpenAI’s ChatGPT: Uses For Customer Experience and Contact Center Operations
LiveVox
NOVEMBER 2, 2023
In the landscape of Artificial Intelligence (AI), ChatGPT emerged as a transformative force that is reshaping how businesses engage with customers and optimize their contact center operations. But what kind of AI is ChatGPT? In this comprehensive guide, we’ll dive into the specifics of ChatGPT, its capabilities, and how it can be harnessed to elevate […] The post Exploring OpenAI’s ChatGPT: Uses For Customer Experience and Contact Center Operations appeared first on LiveVox.
The Contact Center Manager’s Guide to AI
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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.
Determining the 10 most critical vulnerabilities on your network
Cisco - Contact Center
OCTOBER 31, 2023
When it comes to staying on top of security events, a good application that alerts on security events is better than none. It stands to reason then that two would be better than one, and so on.
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Customer Portals: The Future of Customer Service
CSM Magazine
OCTOBER 28, 2023
What is a Portal System? Online portal systems are used to provide users with services, information, and resources from a central location. These portals were created to streamline and simplify access to digital content which can make it more convenient for users to find the information they require. Purposes and Features of Online Portal Systems Online portal systems serve as a single point of entry for users to access a range of information, applications, and services.
The Beginner’s Guide to Voice Quality Testing
Cyara
OCTOBER 31, 2023
We’ve all experienced an interaction with a business's interactive voice response (IVR) system where poor voice quality makes it almost impossible to complete an automated task or get “self-help” when you need it. Listening to broken prompts, hearing jitter or noise on the line, along with any other audio quality issue makes it hard to understand the navigation options.
A Cohesive Framework for CX Reduces Cost to Serve
Concentrix
NOVEMBER 1, 2023
Read how an insurance leader navigated a world of risk to embrace new customer experience solutions to achieve its cost savings and customer experience goals.
Guide to Cell Phone Blacklist Compliance (2024 Update)
LiveVox
OCTOBER 31, 2023
Over the last few months, the apparent acceleration in the adoption of cell phone blacklist services and applications has caught the attention of contact center leaders. The concern over blacklists is understandable since a blacklisted number could make it more complicated to reach a customer. This, in combination with the fluid regulatory environment spanning the […] The post Guide to Cell Phone Blacklist Compliance (2024 Update) appeared first on LiveVox.
Frost Radar: Voice of Customer Analytics, 2024
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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.
It’s Not Really Free Delivery!
ShepHyken
OCTOBER 31, 2023
My friend Norman Beck sends me interesting articles and newsworthy information regularly. This one is worth talking about here. A grocery store chain had a sign in front of its entrance that read: Free Delivery – $99 a Year! I had to smile – even laugh out loud – thinking of how many people would roll their eyes when they read that sign. It’s not free if you have to pay $99 for it!
Buyer's guide: Top customer experience software
Callminer
OCTOBER 29, 2023
Customers are the bedrock of any successful business, so providing excellent customer experience is crucial. Read this blog for important elements to consider when selecting the best CX software.
Customers say they want choice, but the evidence shows they don’t!
Beyond Philosophy
NOVEMBER 2, 2023
Stanford Professor Itamar Simonson is very clever. He brought snacks to class for his students. However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Once we settle on an option, we stick with it if we must make the same one again.
WFM: The Missing Link in Your Strategic Vision
CCNG
NOVEMBER 1, 2023
WFM teams can be, and should be, part of the strategic planning process. Unfortunately, though, Call Design has seen dozens of organizations that don’t understand why. Sometimes it’s the leadership above the WFM team that doesn’t get it, and other times it’s the leadership in the WFM team. Regardless of who doesn’t get it, we believe that WFM teams are critical to the success of every organization because of their added value to the strategic planning process.
Your Roadmap to Successful AI Implementations in the Contact Center
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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.
The “More Than Perfect” Business Model
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods. Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one.
Use AWS PrivateLink to set up private access to Amazon Bedrock
AWS Machine Learning
OCTOBER 30, 2023
Amazon Bedrock is a fully managed service provided by AWS that offers developers access to foundation models (FMs) and the tools to customize them for specific applications. It allows developers to build and scale generative AI applications using FMs through an API, without managing infrastructure. You can choose from various FMs from Amazon and leading AI startups such as AI21 Labs, Anthropic, Cohere, and Stability AI to find the model that’s best suited for your use case.
A surprising truth! Customers really don’t want choice and what to do about it
Beyond Philosophy
OCTOBER 28, 2023
When a Stanford professor brings snacks to class, it’s fun. But you can bet it’s also an experiment, and he’s probably testing how people make choices for today and for todays that will come in the future. It turns out, that timing matters a lot when it comes to the decisions we make. The professor we are referring to is Professor Itamar Simonson, marketing professor at Stanford University and his research surrounding customer decision-making.
Navigating the Customer Journey: Why Every Step is Important
Cyara
NOVEMBER 2, 2023
Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly.
How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience
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!
Top 5 Customer Service & CX Articles for Week of October 30, 2023
ShepHyken
OCTOBER 29, 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. Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers.
Develop generative AI applications to improve teaching and learning experiences
AWS Machine Learning
NOVEMBER 2, 2023
Recently, teachers and institutions have looked for different ways to incorporate artificial intelligence (AI) into their curriculums, whether it be teaching about machine learning (ML) or incorporating it into creating lesson plans, grading, or other educational applications. Generative AI models, in particular large language models (LLMs), have dramatically sped up AI’s impact on education.
IntouchCX Names Mitul Kotecha and Shane Kozlowich Co-Chief Executive Officers
24-7 InTouch
NOVEMBER 2, 2023
Winnipeg, MB – November 2, 2023 – IntouchCX, a global leader in contact center and technology solutions, has announced the appointment of Mitul Kotecha and Shane Kozlowich as its new Co-Chief Executive Officers. Kotecha and Kozlowich, who have both been with the company for over a decade, bring a wealth of experience to the role. This leadership change follows Greg Fettes’ immediate transition from Chief Executive Officer to his new role as Executive Chairman of IntouchCX and Laivly,
Using Technology to Uncover Unique Data Solutions
ConvergeOne
OCTOBER 31, 2023
Using data and technology, C1 tackled challenges such as incentivizing customers to order more frequently and improving the curbside pickup experience.
Reimagine Your Communications With A Unified Platform
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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.
The “More Than Perfect” Business Model
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods. Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one.
Deploy ML models built in Amazon SageMaker Canvas to Amazon SageMaker real-time endpoints
AWS Machine Learning
NOVEMBER 2, 2023
Amazon SageMaker Canvas now supports deploying machine learning (ML) models to real-time inferencing endpoints, allowing you take your ML models to production and drive action based on ML-powered insights. SageMaker Canvas is a no-code workspace that enables analysts and citizen data scientists to generate accurate ML predictions for their business needs.
Superior Customer Support: Guiding Clients Through Their Toughest Moments
NobelBiz
OCTOBER 31, 2023
Business is more than just transactions. At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.
6 attributes to look for in your CCaaS provider
Eptica
NOVEMBER 3, 2023
Date: Friday, November 3, 2023 Author: Pauline Ashenden - Demand Generation Manager 6 attributes to look for in your CCaaS provider Published on: November 03, 2023 Author: Pauline Ashenden - Demand Generation Manager Not all CCaaS solutions, or vendors, are the same. We examine what to look for when picking a partner to ensure long-term success. Read the full article on our parent company Enghouse Interactive’s site.
AI for Business Outcomes: Selecting the Right Tools to Drive Results
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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.
Guest Post: How to Align Customer Service and Sales
ShepHyken
NOVEMBER 2, 2023
This week, we feature an article by Jessica Collier, VP of Growth Marketing at Assembly Software. She writes about how you can align customer service and sales in your organization. More often than not, when we think of customer service, we tend to picture post-purchase tasks and activities, such as returns, refunds, exchanges, delivery information, and the like.
Schneider Electric leverages Retrieval Augmented LLMs on SageMaker to ensure real-time updates in their ERP systems
AWS Machine Learning
OCTOBER 31, 2023
This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Blake Santschi, Business Intelligence Manager, from Schneider Electric. Additional Schneider Electric experts include Jesse Miller, Somik Chowdhury, Shaswat Babhulgaonkar, David Watkins, Mark Carlson and Barbara Sleczkowski.
Recap: Business Integration Basics Webinar
VirtualPBX
NOVEMBER 3, 2023
Yesterday afternoon, VirtualPBX hosted a “Connecting the Dots: Business Integration Basics Webinar” with CMO Rachel Anderson. In this engaging session, Rachel Anderson, a seasoned marketing professional who has helped build a library of business automations that facilitate task management, improved communications, and useful record-keeping, shared her insights with the audience.
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