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

Contact Center 195

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.

88

88

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.

Customer Service 255

Customer Service Customer Experience Customer retention 255

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.

Customer Service 93

Customer Service Coaching Best practices Contact Center 93

Advertisement

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.

Contact Center 52

Contact Center Analytics Surveys Sales 52

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.

Customer Service 177

Customer Service Surveys Feedback Chatbots 177

Momentum Telecom

NOVEMBER 14, 2024

Momentum, a global leader in managed network and communications services, proudly announces the successful completion of a System and Organization Controls (SOC) 2 examination, underscoring its commitment to upholding rigorous data protection standards. This compliance milestone demonstrates Momentum’s dedication to security, availability, and confidentiality across its Connect suite of solutions, which includes SD-WAN , managed firewall, on and off-net circuits , and managed LAN services.

Consulting 111

Consulting Consulting Management 111

Cisco - Contact Center

NOVEMBER 14, 2024

Highlighting Cisco's partnership with an extraordinary community in Utqiaġvik, Alaska that's breaking down barriers to create new access to education, technology, and opportunity.

Education 98

Education Technology 98

AWS Machine Learning

NOVEMBER 13, 2024

Live streaming has been gaining immense popularity in recent years, attracting an ever-growing number of viewers and content creators across various platforms. From gaming and entertainment to education and corporate events, live streams have become a powerful medium for real-time engagement and content consumption. However, as the reach of live streams expands globally, language barriers and accessibility challenges have emerged, limiting the ability of viewers to fully comprehend and participa

APIs 116

APIs Scripts Accountability Entertainment 116

Advertisement

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 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.

Chatbots 167

Chatbots Contact Center Self service Customer Experience 167

CSM Magazine

NOVEMBER 13, 2024

In the competitive world of real estate, exceptional customer service can be the key differentiator that sets you apart from the competition. From first-time buyers to seasoned investors, clients seek agents who are not only knowledgeable but also responsive, attentive, and approachable. Let’s explore ten valuable tips that can elevate your customer service game and help build lasting relationships with your clients according to Verde Trader.

Real estate 98

Real estate Customer Service Finance Customer centricity 98

Cisco - Contact Center

NOVEMBER 14, 2024

Learn more about templating, Plug-and-Play, and Day N automation. Now there's a full set of labs featuring DNA Center Templating for use with dCLOUD, so you can rapidly begin using DNA Center automation!

98

98

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.

APIs 111

APIs Engineering Chatbots Construction 111

Advertisement

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 167

Customer Experience Feedback Personalization Customer Service 167

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

Cloud contact 82

Cloud contact Technology Wait times Chatbots 82

Cisco - Contact Center

NOVEMBER 12, 2024

The new Cisco Wi-Fi 7 access points are more than just upgrades. Our high-end 9176 and 9178 models represent a fundamental reimagining of what’s possible in wireless networking.

Wireless 98

Wireless 98

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

Engineering 106

Engineering Management APIs Healthcare 106

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.

Answering services 77

Answering services 77

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.

Customer Experience 81

Customer Experience Wait times Cloud contact Analytics 81

Cisco - Contact Center

NOVEMBER 12, 2024

Wi-Fi 7 offers faster speeds, lower latency, and enhanced performance, enabling businesses to handle growing data demands and support advanced applications like AR, IoT, and telemedicine. The convergence of Wi-Fi 7 and 5G, along with OpenRoaming, ensures seamless, reliable connectivity across industries, improving operational efficiency and customer experiences.

Customer Experience 98

Customer Experience 98

AWS Machine Learning

NOVEMBER 14, 2024

In the rapidly evolving world of generative AI image modeling, prompt engineering has become a crucial skill for developers, designers, and content creators. By crafting effective prompts, you can harness the full potential of advanced diffusion transformer text-to-image models, enabling you to produce high-quality images that align closely with your creative vision.

Engineering 103

Engineering Enterprise Technology Personalization 103

Advertisement

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.

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.

Contact Center 83

Contact Center Enterprise Customer Experience 83

OctopusTech

NOVEMBER 14, 2024

Success in the e-commerce space depends on several factors, including the choice of the platform. While the choice of Stan Store vs Shopify may seem complicated, the two platforms offer different set of benefits to users. Knowing the differences between the two can help you make a better decision and propel your business forward. Stan Store vs Shopify – An Overview Stan Store and Shopify are two popular e-commerce platforms used for various reasons.

Marketing 62

Marketing Analytics Management 62

Cisco - Contact Center

NOVEMBER 13, 2024

You have an electronic product that is no longer working and it has now become what is sometimes referred to as “e-waste.” Learn more about this topic from Cisco's Kelsi Doran.

96

96

AWS Machine Learning

NOVEMBER 14, 2024

Have you ever stumbled upon a breathtaking travel photo and instantly wondered where it was and how to get there? With 1.3 billion international arrivals in 2023, international travel is poised to exceed pre-pandemic levels and break tourism records in the coming years. Each one of these millions of travelers need to plan where they’ll stay, what they’ll see, and how they’ll get from place to place.

APIs 101

APIs Engineering Personalization Transportation 101

Advertisement

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

SharpenCX

NOVEMBER 13, 2024

Boost your SMB's customer service with cloud-based, AI-driven tools to improve efficiency and seamless omnichannel support. Contact us today!

Customer Service 67

Customer Service Call Center Customer Experience 67

BlueOcean

NOVEMBER 11, 2024

When a global IT corporation sought to modernize their customer service operations, we transformed potential revenue loss into strategic advantage. Through smart automation and people-first business process optimization, Blue Ocean achieved $25,000 in quarterly savings while reducing manual processing time by 22 hours per month. The Client A Multinational IT & Networking Technology Corporation This company has been our client for more than 10 years.

Contact Center 62

Contact Center Enterprise Engineering Feedback 62

Cisco - Contact Center

NOVEMBER 12, 2024

Learn more about why the Cisco Foundation invested in Carbon Reform, a startup with solutions that address both indoor air quality and energy efficiency, through its Regenerative Future Fund.

97

97