Avoxi

OCTOBER 24, 2024

The Role of AI in Reducing Agent Handle Time: Revolutionizing Cloud-Based Contact Center Efficiency Contact centers are constantly under pressure to improve efficiency while maintaining high levels of customer satisfaction. One key metric that significantly impacts operational costs and customer experience is agent handle time. As organizations strive to optimize this crucial performance indicator, artificial… The post The Role of AI in Reducing Agent Handle Time: Revolutionizing Cloud-Bas

Contact Center 62

Contact Center Metrics Customer Experience 62

Balto

OCTOBER 23, 2024

Big things are happening in AI right now. The drumbeat of agent automation keeps getting louder, and the pressure to automate is only picking up steam. But here’s the truth: automation can’t replace the magic human agents bring to the toughest, most emotionally charged conversations—the ones that drive the highest ROI. The future isn’t about replacing people.

Contact Center 52

Contact Center Agent Empowerment Wait times Chatbots 52

Interactions

OCTOBER 23, 2024

The recent whirlwind of new opportunities and use cases fueled by more readily accessible AI can feel like a maelstrom. How do you ensure you’re directing your IT investments into the right initiatives, avoiding low-value or infeasible projects that don’t move the needle on your retail company’s strategic goals? NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper fr

Contact Center 62

Contact Center Surveys Self service Analytics 62

Enghouse Interactive

OCTOBER 22, 2024

Discover the top 5 best practices for overcoming language barriers in multilingual contact centers. Learn how Enghouse Interactive's solutions enhance customer satisfaction, streamline operations, and improve communication across languages.

Contact Center 73

Contact Center Best practices contact center solutions 73

Advertiser: ZoomInfo

As prospects define their problem, search for solutions, and even change jobs, they are generating high-value signals that the best go-to-market teams can leverage to close more deals. This is where signal-based selling comes into play. ZoomInfo CEO Henry Schuck recently broke down specific ways to put four key buying signals into action with the experts from 30 Minutes to President’s Club.

Best practices

Balto

OCTOBER 22, 2024

“To Script or Not to Script” For decades, call center scripting software has been at the heart of customer service operations, helping call center agents navigate complex conversations, ensure compliance, and provide a consistent customer experience. Scripts were a necessary tool for agent training, offering clear, pre-written responses to common customer queries.

Scripts 52

Scripts Call Center Customer Service call center software 52

Callminer

OCTOBER 20, 2024

Conversation intelligence unlocks the hidden value within contact centers, transforming them from cost centers to essential drivers of business growth. Read this blog to learn more.

Enterprise 182

Enterprise Contact Center 182

TechSee

OCTOBER 22, 2024

In the ever-evolving landscape of customer experience (CX), businesses are constantly searching for innovative ways to enhance service operations. A key challenge lies in successfully integrating new technologies and ensuring tech adoption by service technicians. TechSee’s approach to optimizing service tech adoption is to focus on the people, processes, and technology involved.

Technology 109

Technology Enterprise Wait times Customer Experience 109

Genroe

OCTOBER 21, 2024

Sitting with management at the final review for your customer survey questionnaire someone is going to ask about the incentive for survey completions. It’s a good question but what is the right answer? It depends on a lot of factors. In this post we’ll examine the research and add it to our experience over 20 […] The post The Best Customer Feedback Survey Incentives appeared first on Genroe | Customer Experience | Net Promoter Score.

Feedback 98

Feedback Surveys Customer Experience Management 98

ShepHyken

OCTOBER 21, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a phenomenal customer service experience? How can businesses balance automated customer service solutions with human interactions? What strategies can support remote customer service employees in delivering consistent experiences?

Customer Experience 216

Customer Experience Self service Banking Wait times 216

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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

AWS Machine Learning

OCTOBER 24, 2024

Machine learning (ML) helps organizations to increase revenue, drive business growth, and reduce costs by optimizing core business functions such as supply and demand forecasting, customer churn prediction, credit risk scoring, pricing, predicting late shipments, and many others. Conventional ML development cycles take weeks to many months and requires sparse data science understanding and ML development skills.

Banking 94

Banking Analytics Engineering Accountability 94

Ambs Call Center

OCTOBER 25, 2024

Most virtual receptionist services will answer your phone twenty-four hours-a-day, seven days-a-week. They often call this 24/7. Beware, not all 24/7 coverage is the same.

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Enghouse Interactive

OCTOBER 24, 2024

Discover why Enghouse Interactive’s Cloud Contact Center Solution for Utilities is the ultimate choice for utility companies. Learn about its comprehensive features, including omnichannel support, intelligent routing, proactive communication, and seamless third-party integrations designed to enhance customer service and operational efficiency.

contact center solutions 74

contact center solutions Contact Center Cloud contact Customer Service 74

ShepHyken

OCTOBER 20, 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. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle?

Customer Service 200

Customer Service Customer centricity Entertainment Airlines 200

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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

AWS Machine Learning

OCTOBER 21, 2024

Generative AI adoption among various industries is revolutionizing different types of applications, including image editing. Image editing is used in various sectors, such as graphic designing, marketing, and social media. Users rely on specialized tools for editing images. Building a custom solution for this task can be complex. However, by using various AWS services, you can quickly deploy a serverless solution to edit images.

APIs 81

APIs Enterprise Accountability Management 81

CSM Magazine

OCTOBER 21, 2024

The outsourcing industry in the Philippines has experienced exponential growth over the past two decades, cementing its reputation as a global leader in customer support services. As businesses worldwide seek to improve efficiency while maintaining top-tier service, many have turned to call centre outsourcing in the Philippines to redefine their customer experience.

outsourcing 52

outsourcing Customer Experience Analytics Customer Support 52

BlueOcean

OCTOBER 21, 2024

Too tired to read? Listen to the audio via our podcast here: One negative customer experience may seem like a drop in the ocean of all your shopper interactions, but it’s never that simple. Consider these statistics from a recent survey from CX expert Shep Hyken: After experiencing poor customer service: 79% would switch to a competitor with better service 72% felt anger toward the company or brand 56% would leave a negative rating 45% would write a negative review According to McKinsey , half o

Customer retention 62

Customer retention Advertising Sales Enterprise 62

Outsource Consultants

OCTOBER 25, 2024

What is the ‘BPO Health Check’ Series? In today’s CX world, businesses rely on BPO partners to deliver great customer experiences. But with AI evolving and customer expectations changing, it’s not always smooth sailing—especially as year-end contract negotiations approach. Our BPO Health Check Series dives into the key challenges businesses face with their BPOs.

outsourcing 67

outsourcing Metrics Finance Service level 67

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Discover a new approach to reducing contact center attrition with our in-depth eBook. After analyzing 20+ academic studies, we highlight overlooked causes like lack of leadership trust, emotional labor, and job shock, and introduce the Attrition Velocity metric to better understand attrition's real cost. Our guide doesn't stop at diagnosis; it offers actionable strategies and tools to address these issues head-on.

Contact Center

AWS Machine Learning

OCTOBER 24, 2024

In this post, we set up an agent using Amazon Bedrock Agents to act as a software application builder assistant. Agentic workflows are a fresh new perspective in building dynamic and complex business use- case based workflows with the help of large language models (LLM) as their reasoning engine or brain. These agentic workflows decompose the natural language query-based tasks into multiple actionable steps with iterative feedback loops and self-reflection to produce the final result using tools

APIs 82

APIs Best practices Construction Engineering 82

CSM Magazine

OCTOBER 23, 2024

As businesses increasingly turn to AI for customer service, the ethical implications of this technology deserve careful examination. The integration of AI in customer service raises questions about transparency, accountability, and the potential for bias, affecting both the customer experience and trust in the brand. By exploring these issues, you can better understand how AI impacts the way customers interact with businesses.

Customer Service 52

Customer Service Accountability Chatbots Customer retention 52

SharpenCX

OCTOBER 25, 2024

Get insight into how brands connect with their customers and explore the 5 capabilities call center software is improving to strengthen these connections.

call center software 67

call center software Customer Service Call Center Customer Experience 67

NobelBiz

OCTOBER 22, 2024

The customer service world has changed a lot. Speed and efficiency in response to each incoming call these days are becoming increasingly crucial. Seamless experiences are what customers expect from companies today, and every unsatisfactory touch can lead to costly churn or negative word-of-mouth. Fortunately, contact centers can make full use of analytics and smart routing capabilities to maximize inbound call capabilities.

Analytics 52

Analytics Interactive Voice Response Contact Center First call resolution 52

Advertiser: ZoomInfo

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.

Sales

AWS Machine Learning

OCTOBER 21, 2024

Today, we’re pleased to announce the general availability (GA) of Amazon Bedrock Custom Model Import. This feature empowers customers to import and use their customized models alongside existing foundation models (FMs) through a single, unified API. Whether leveraging fine-tuned models like Meta Llama, Mistral Mixtral, and IBM Granite, or developing proprietary models based on popular open-source architectures, customers can now bring their custom models into Amazon Bedrock without the overhead

APIs 128

APIs Scripts Finance Real estate 128

CSM Magazine

OCTOBER 23, 2024

Titus Jumper, CEO, Founder of Sales-Hub When I started my career in sales at 19, working in telecom retail and knocking on doors, I never imagined I’d eventually lead a team at the bleeding edge of AI, virtual assistants, and customer service. Back then, I was driven by the thrill of connecting with people and solving their problems one conversation at a time.

Sales 52

Sales Customer Service Chatbots Contact Center 52

SharpenCX

OCTOBER 25, 2024

Learn how well-known brands are nailing personalized CX and how you, too, can streamline your CX strategy with the Sharpen platform.

Personalization 67

Personalization Call Center Customer Experience 67

delighted

OCTOBER 22, 2024

Natively digital, ecommerce offers a brand fluidity that a purely brick-and-mortar business cannot. By 2027, nearly a quarter of retail purchases are expected to take place online. But while ecommerce has made retail purchases more accessible, it has also disrupted the traditional, linear, retail buyer’s journey and has transformed it into a more complicated series of customer touchpoints.

Journey mapping 52

Journey mapping Surveys Feedback Advertising 52

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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

AWS Machine Learning

OCTOBER 24, 2024

The AWS Generative AI Innovation Center (GenAIIC) is a team of AWS science and strategy experts who have deep knowledge of generative AI. They help AWS customers jumpstart their generative AI journey by building proofs of concept that use generative AI to bring business value. Since the inception of AWS GenAIIC in May 2023, we have witnessed high customer demand for chatbots that can extract information and generate insights from massive and often heterogeneous knowledge bases.

Chatbots 74

Chatbots Metrics Scripts APIs 74

CSM Magazine

OCTOBER 22, 2024

In today’s competitive environment, exceptional customer service is paramount. Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. Discover the strategies that can transform your customer service operations. The importance of personalization in corporate recognition As a customer service manager, you understand the value of recognizing your team’s efforts.

Personalization 52

Personalization Customer Service Morale Surveys 52

24-7 InTouch

OCTOBER 24, 2024

Financial services are changing faster than ever, with consumer trends and expectations evolving in step with technology. The focus is now on how it can be leveraged to deliver enhanced experiences. Aiming to create an exceptional customer experience (CX) and transforming the way fintech approaches its CX services, Money 20/20 is the perfect opportunity to stay ahead of the curve and gain business-critical insights from industry leaders.

Customer Experience 52

Customer Experience Chatbots Technology Accountability 52