CCNG

NOVEMBER 13, 2024

A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. At the same time, rapid advances in Artificial Intelligence (AI) are transforming technology and redefining how we live, work, and communicate. Just as the internet of the 1990s evolved into today’s world of smartphones, social media, connected devices, and remote work, AI is now drawing a line between our pre-AI past and a future where it is as int

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Contact Center CCNG Technology SaaS 195

Upstream Works

NOVEMBER 12, 2024

This post is a summary of Upstream Works CEO, Rob McDougall's talk at Fall ’24 AI/COMM titled The AI Revolution in CX. The post The AI Revolution & Creating Super Agents appeared first on Upstream Works.

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ShepHyken

NOVEMBER 12, 2024

I was recently hired as a keynote speaker to talk to a group of financial advisors about client service. One of the topics of the meeting was a discussion about why a client would leave. The most obvious reason might be that the financial advisor gave bad advice, and the client lost money. But let’s assume the advisor is smart, the advice is sound, and the return on investment meets expectations.

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Customer Service Customer Experience Customer retention 263

Toister Performance Solutions

NOVEMBER 14, 2024

This plan will help you train employees who serve customers over the phone. It guides you through the Phone-Based Customer Service course on LinkedIn Learning. Make sure your team has access to LinkedIn Learning before you begin. Phone-Based Customer Service focuses on essential phone skills: Building rapport Exceeding expectations Solving problems The course is ideal for anyone who serves customers over the phone.

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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

Balto

NOVEMBER 13, 2024

If you’re running a contact center today, you know that keeping a pulse on your customer is everything. But surveys and outdated speech analytics aren’t cutting it anymore. Large language models (LLMs)—advanced AI systems trained on vast amounts of text data—are changing the game, bringing a level of insight we’ve never seen before. Now, it’s not just about handling calls better; it’s about contact centers gaining a real voice and influence across the business.

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Contact Center Analytics Surveys Sales 52

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. He shares how AI is transforming customer and employee experiences by enhancing efficiency, engagement, and satisfaction through generative AI, chatbots, and real-time support. The AI revolution is here—and it’s transforming how businesses interact with customers and support their employees.

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Chatbots Contact Center Self service Customer Experience 170

SQM Group

NOVEMBER 12, 2024

A simple yet powerful communication technique that enhances overall call flow.

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Call flow Call Center 94

Cisco - Contact Center

NOVEMBER 14, 2024

This episode focuses on utilizing Catalyst Center to configure devices via DayN regular and composite templates.

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AWS Machine Learning

NOVEMBER 15, 2024

Principal is a global financial company with nearly 20,000 employees passionate about improving the wealth and well-being of people and businesses. In business for 145 years, Principal is helping approximately 64 million customers (as of Q2, 2024) plan, protect, invest, and retire, while working to support the communities where it does business and build a diverse, inclusive workforce.

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Chatbots Engineering Enterprise Feedback 124

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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

ShepHyken

NOVEMBER 11, 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. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

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Customer Service Surveys Feedback Chatbots 182

Enghouse Interactive

NOVEMBER 11, 2024

Discover the top CX tech trends for 2025 with Frost & Sullivan, including hyper-connected contact centers, AI automation, and VoC insights.

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Contact Center Enterprise Customer Experience 83

Cisco - Contact Center

NOVEMBER 14, 2024

This episode focuses on PnP Preparation and the set up and configuration required to enable Plug and Play and the discovery capability.

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AWS Machine Learning

NOVEMBER 15, 2024

The rapid advancement of generative AI promises transformative innovation, yet it also presents significant challenges. Concerns about legal implications, accuracy of AI-generated outputs, data privacy, and broader societal impacts have underscored the importance of responsible AI development. Responsible AI is a practice of designing, developing, and operating AI systems guided by a set of dimensions with the goal to maximize benefits while minimizing potential risks and unintended harm.

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APIs Government Best practices Metrics 120

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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

ShepHyken

NOVEMBER 11, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company integrate customer service into its branding strategy? What role does customer experience play in brand loyalty? What are the key elements of a logo or brand identity that influence customer experience? Why is it essential for brands to infuse emotion into their visual identity systems?

Customer Experience 170

Customer Experience Feedback Personalization Customer Service 170

Connect

NOVEMBER 11, 2024

In the 30 years that we’ve been in business, we’ve seen a rapidly evolving future in the realm of customer experience. The tech surge has been adopted by organisations, allowing a shift from reactive to proactive strategies. In South Africa, we’ve seen a steady digital migration that leverages off cutting-edge AI systems to anticipate and fulfill customer needs.

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Customer Experience Wait times Cloud contact Analytics 83

Cisco - Contact Center

NOVEMBER 14, 2024

This episode of DNAC Template Labs focuses on delivering advanced automation via DNA Center and solving complex and dynamic network issues.

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AWS Machine Learning

NOVEMBER 14, 2024

We recently announced the general availability of cross-account sharing of Amazon SageMaker Model Registry using AWS Resource Access Manager (AWS RAM) , making it easier to securely share and discover machine learning (ML) models across your AWS accounts. Customers find it challenging to share and access ML models across AWS accounts because they have to set up complex AWS Identity and Access Management (IAM) policies and create custom integrations.

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Government Management APIs Accountability 108

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

Ambs Call Center

NOVEMBER 13, 2024

There are so many plumbers—especially one man shows and small firms—who rely on their cell phone and voicemail for all incoming calls. That means your cell phone is the only point of contact for every new, potential client as well as all of your existing clients. You could hire someone to answer your calls, sure, but that's not very cost-effective.

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Answering services 75

Connect

NOVEMBER 11, 2024

The past couple of years have seen great changes in operational business systems, largely attributed to digital migration, the technology surge, and factors relating to the post-pandemic. Increasing investment opportunities made possible by advancements in technology continue to contribute to uplifting the economy of South Africa. The advent of automation tools for contact centres in South Africa has significantly reshaped the landscape of customer service operations, and the country is no excep

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Cloud contact Technology Wait times Chatbots 80

Cisco - Contact Center

NOVEMBER 14, 2024

In this episode, we concentrate on Rest-API and automating and orchestrating the networks through Catalyst Center.

APIs 90

APIs 90

AWS Machine Learning

NOVEMBER 15, 2024

In Part 1 of this series, we defined the Retrieval Augmented Generation (RAG) framework to augment large language models (LLMs) with a text-only knowledge base. We gave practical tips, based on hands-on experience with customer use cases, on how to improve text-only RAG solutions, from optimizing the retriever to mitigating and detecting hallucinations.

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APIs Engineering Chatbots Construction 127

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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.

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Building a genuinely customer-first culture means driving every decision, process, and strategy with the customer’s needs and values at the forefront.

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Customer centricity Accountability Feedback Marketing 62

Interaction Metrics

NOVEMBER 11, 2024

Is your survey a customer listening vehicle? Or could it be improved? On this episode of the ‘Amas Talks’ podcast, Amas and Martha agreed that if you’re considering how to improve surveys, a survey audit is the first step toward excellent survey design. The audit ensures your questions are sufficiently powered to achieve robust insights—and without a doubt, you need smart insights to steer your company!

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Surveys Airlines Benchmark Feedback 62

Cisco - Contact Center

NOVEMBER 14, 2024

In this episode, we concentrate on dealing with dynamic evolving networks utilizing Autoconf, and EEM, to deploy low-impact mode for AAA.

APIs 90

APIs 90

AWS Machine Learning

NOVEMBER 13, 2024

In ecommerce, visual search technology revolutionizes how customers find products by enabling them to search for products using images instead of text. Shoppers often have a clear visual idea of what they want but struggle to describe it in words, leading to inefficient and broad text-based search results. For example, searching for a specific red leather handbag with a gold chain using text alone can be cumbersome and imprecise, often yielding results that don’t directly match the user’s intent

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Engineering Management APIs Healthcare 125

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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

CSM Magazine

NOVEMBER 15, 2024

A robust knowledge base can empower your customers to find solutions on their own, reducing support requests and enhancing overall user experience. Here are ten of the best knowledge base software solutions designed to elevate your customer service: 1. Zendesk Guide Zendesk Guide is a powerful, AI-powered solution that helps create a smart self-service experience.

Customer Service 52

Customer Service Chatbots Self service Enterprise 52

Calltools

NOVEMBER 13, 2024

Contact center interactions tend to be, well, a little samey. Overused phrases like “Thanks for calling” and “I understand how frustrating that must be” can seem like agents are just going through the motions. That makes it difficult to establish genuine connections with customers. Imagine that you could tailor communications based on each contact.

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Scripts CRM call center software Technical Support 52

Cisco - Contact Center

NOVEMBER 14, 2024

This episode focuses on deploying an Application Policy and enhancing Application Visibility through the use of CBAR via Catalyst Center.

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