TCN
NOVEMBER 20, 2024
Managing a contact center is a lot of responsibility, which is why it is important to provide resources to keep your business running smoothly while also keeping your agents happy. To lighten the load, here are six ways to boost agent efficiency, which will, in turn, support your contact center’s overall success. 1. Equip agents […] The post Six Ways to Boost Agent Efficiency appeared first on TCN.
NobelBiz
NOVEMBER 19, 2024
The customer service world is evolving rapidly alongside advancements in technology. Contact centers are now tasked with handling more calls per hour while delivering a seamless customer experience, optimizing costs, and maintaining quality. The secret weapon? Automation. By implementing automation, contact centers can simplify complex workflows, streamline tasks for both agents and customers, and create a more efficient and enjoyable experience for everyone.
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CSM Magazine
NOVEMBER 18, 2024
Contact center agents spend a significant amount of time glued to computer screens, managing customer queries, and ensuring efficient service delivery. While the role is essential for maintaining high levels of customer satisfaction, it often exposes agents to eye strain—a common occupational hazard that can lead to discomfort, reduced productivity, and even long-term vision problems.
CSM Magazine
NOVEMBER 17, 2024
A fresh wave of enterprise-grade tools are helping businesses keep customers happy. Scott Yelton, senior director of product development for Windstream Enterprise, takes a closer look. Not long ago, analysts at PwC provided their simple formula for businesses to grow revenue and build loyalty with customers: “ Experience is everything. Get it right. ” While they may understand that formula, plenty of companies across a broad range of industries don’t appear to be following it.
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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.
Vistio
NOVEMBER 18, 2024
The way we access and share information in the workplace is changing—fast. Yet, many contact centers are still clinging to their outdated knowledge bases like travelers refusing to give up paper maps in a world of GPS. Sure, they technically “work,” but are they efficient? Do they empower agents to deliver exceptional service? The short answer is no.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
NOVEMBER 16, 2024
CallMiner's, Bruce McMahon, shares key product updates from Q4 2024. New AI capabilities, including CallMiner AI Assist, add to the long list of AI advancements that CallMiner has delivered in 2024.
ShepHyken
NOVEMBER 18, 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. ‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection.
AWS Machine Learning
NOVEMBER 20, 2024
Retrieval Augmented Generation (RAG) has become a crucial technique for improving the accuracy and relevance of AI-generated responses. The effectiveness of RAG heavily depends on the quality of context provided to the large language model (LLM), which is typically retrieved from vector stores based on user queries. The relevance of this context directly impacts the model’s ability to generate accurate and contextually appropriate responses.
Cisco - Contact Center
NOVEMBER 21, 2024
Cisco and Tele2 IoT are expanding their partnership to jointly develop new features for the IoT Control Center and other solutions within the Cisco Mobility Services Platform, aiming to empower businesses to maximize their IoT investments. This collaboration focuses on enhancing connectivity and driving digital transformation across industries, marking a significant advancement in IoT technology.
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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.
Upstream Works
NOVEMBER 20, 2024
Discover how to reduce AI complexity while enhancing CX with a balanced approach in part two of our AI Revolution series. The post Reduce AI Complexity & Keep Humans in the Middle [Video] appeared first on Upstream Works.
ShepHyken
NOVEMBER 21, 2024
Top Takeaways: Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service. How much can bad customer service cost your business? It could cost you your business. Only one out of every 26 customers who have a complaint will let you know. Instead, they will tell everybody else. The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else.
AWS Machine Learning
NOVEMBER 20, 2024
Email remains a vital communication channel for business customers, especially in HR, where responding to inquiries can use up staff resources and cause delays. The extensive knowledge required can make it overwhelming to respond to email inquiries manually. In the future, high automation will play a crucial role in this domain. Using generative AI allows businesses to improve accuracy and efficiency in email management and automation.
Cisco - Contact Center
NOVEMBER 21, 2024
Security Engineering Technical Leader Alice S. shares her experience representing her Native culture while supporting IỊisaġvik College and the Iñupiaq Alaska Native Tribe in the Arctic.
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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.
Call Design
NOVEMBER 19, 2024
The landscape of work has changed dramatically since the onset of the COVID-19 pandemic. As businesses begin to ask employees to return to the office full-time, many are overlooking a powerful shift in employee priorities—one that could cost them in terms of employee retention, engagement, and the ability to attract top talent. Companies that mandate a full return to the office may be at risk of increasing employee attrition and disengagement.
Interactions
NOVEMBER 22, 2024
The Conversational AI (CAI) landscape is transforming at lightning speed, driven by advancements in Generative AI (GenAI) and large language models (LLMs). As enterprises seek new ways to automate processes, enhance customer interactions, and optimize employee productivity, conversational AI solutions have become essential to achieving these goals. However, in a crowded and competitive market, finding the right CAI partner that aligns with your organization’s objectives can be challenging.
AWS Machine Learning
NOVEMBER 21, 2024
Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI. The recent announcement of batch inference in Amazon Bedrock enables organizations to process large volumes of data efficiently at 50% less cost comp
Cisco - Contact Center
NOVEMBER 21, 2024
As cyber threats evolve, defending workloads in today’s multi-cloud environments requires more than traditional security. Attackers are no longer simply at the perimeter; they may already be inside, waiting to exploit vulnerabilities. This reality demands a shift from just keeping threats out to minimizing their impact when they breach.
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!
Integrity Solutions
NOVEMBER 20, 2024
The road to success in sales is filled with challenges, highs and lows. Many variables come into play. As we note in our book, Listen to Sell , “It can be easy to feel that given the right factors—the market, the product, the tools, the data, the competition, a natural sales ability—selling would be easier, and success would be inevitable.” But this is a passive and, ultimately, self-defeating way to view and approach the profession of sales.
Interaction Metrics
NOVEMBER 21, 2024
Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 times more likely to stick with a brand when their issues are resolved quickly, yet over half will abandon companies that fail to anticipate their needs. This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track.
AWS Machine Learning
NOVEMBER 18, 2024
Today, we are happy to announce the availability of Binary Embeddings for Amazon Titan Text Embeddings V2 in Amazon Bedrock Knowledge Bases and Amazon OpenSearch Serverless. With support for binary embedding in Amazon Bedrock and a binary vector store in OpenSearch Serverless, you can use binary embeddings and binary vector store to build Retrieval Augmented Generation (RAG) applications in Amazon Bedrock Knowledge Bases, reducing memory usage and overall costs.
Cisco - Contact Center
NOVEMBER 20, 2024
With the advent of agentic AI, assistance is moving to automation where systems act with agency to achieve specific goals. Agentic AI systems can make rapid decisions, manage complex tasks, and adapt to changing conditions.
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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.
Totango
NOVEMBER 21, 2024
In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Imagine a tool that not only predicts customer churn with laser precision but also unlocks new avenues for growth, ensuring your business thrives in today’s competitive landscape.
BlueOcean
NOVEMBER 19, 2024
By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience.
AWS Machine Learning
NOVEMBER 20, 2024
In today’s data-intensive business landscape, organizations face the challenge of extracting valuable insights from diverse data sources scattered across their infrastructure. Whether it’s structured data in databases or unstructured content in document repositories, enterprises often struggle to efficiently query and use this wealth of information.
Cisco - Contact Center
NOVEMBER 19, 2024
Explore how Cisco Catalyst SD-WAN and Microsoft's SSE integration enhance security, performance, and management for hybrid work. Discover seamless solutions for modern networking challenges and enjoy your first year free!
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
OctopusTech
NOVEMBER 19, 2024
Comments can be a great way to engage visitors on your website and build a community for your brand. However, not every page needs a comments section and sometimes comments can become a source of spam, offensive remarks, self-promotion, and even harmful links. With WordPress disable comments, you can limit such occurrences and make your website safe for everyone.
SQM Group
NOVEMBER 19, 2024
Equipping agents with the best assurance statements to help them navigate challenging conversations with confidence.
AWS Machine Learning
NOVEMBER 22, 2024
As the demand for generative AI continues to grow, developers and enterprises seek more flexible, cost-effective, and powerful accelerators to meet their needs. Today, we are thrilled to announce the availability of G6e instances powered by NVIDIA’s L40S Tensor Core GPUs on Amazon SageMaker. You will have the option to provision nodes with 1, 4, and 8 L40S GPU instances, with each GPU providing 48 GB of high bandwidth memory (HBM).
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