SQM Group
NOVEMBER 28, 2023
This blog delves into customer service best practices that not only elevate the quality of interactions but also contribute to the overall success of call centers.
Zappix
NOVEMBER 30, 2023
Visual Interactive Voice Response (Visual IVR) not only elevates the customer experience but also serves as a game-changer in maximizing the productivity of call center agents. The post Revolutionizing Call Center Efficiency: The Power of Visual IVR for Maximizing Agent Productivity appeared first on Zappix.
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MiaRec
NOVEMBER 26, 2023
CX Today | MiaRec Tatiana Polyakova, COO of MiaRec , joins Charlie Mitchell of CX Today for the CX Today discussion to talk about five contact center use cases for conversational intelligence solutions. These are: Use Case 1 – Capturing the true voice of the customer Use Case 2 – Monitoring customer AND agent sentiment Use Case 3 – Uncovering the root causes of customer issues Use Case 4 – Automating quality management processes Use Case 5 – Redacting sensitive customer data During their in-dept
Cyara
NOVEMBER 30, 2023
The global contact center market is growing at an unprecedented pace. Already valued at $28.09 billion in 2022 , it’s expected to expand at a compound annual growth rate (CAGR) of 23.9% from 2023-2030.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Fonolo
NOVEMBER 29, 2023
Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. ( Call-backs are great for bridging the gap between self-service and live calls, by the way
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
NOVEMBER 29, 2023
Protecting customer and company data poses a growing challenge in today’s fast-evolving digital landscape. As remote work has become a norm, organizations encounter new obstacles in identifying and authenticating users beyond their firewalls. This heightened exposure can bring increased vulnerability to network and system weaknesses, as well as potential compromises for organizations with traditional approaches. […] The post Secure Your Contact Center Operations with a Zero-Trust Framework
Balto
NOVEMBER 28, 2023
Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights. Artificial intelligence (AI) has introduced a wide range of solutions that enable faster, more accurate, and more efficient call center quality management.
Cisco - Contact Center
NOVEMBER 27, 2023
The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities.
Callminer
NOVEMBER 27, 2023
Frank Sherlock, CallMiner's VP of International, explores how data and technology can help overcome challenges faced in the credit and collections industry.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
ShepHyken
NOVEMBER 27, 2023
Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. Searching on the internet used to be about using keywords, but now it’s smarter!
Beyond Philosophy
NOVEMBER 25, 2023
My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped. When my client shared this with me on a recent call, I was neither surprised nor perplexed about what was going on with them. Getting the whole organization to embrace the customer requires more than most organizations think.
AWS Machine Learning
NOVEMBER 27, 2023
Amazon Elastic Compute Cloud (Amazon EC2) accelerated computing portfolio offers the broadest choice of accelerators to power your artificial intelligence (AI), machine learning (ML), graphics, and high performance computing (HPC) workloads. We are excited to announce the expansion of this portfolio with three new instances featuring the latest NVIDIA GPUs: Amazon EC2 P5e instances powered by NVIDIA H200 GPUs, Amazon EC2 G6 instances featuring NVIDIA L4 GPUs, and Amazon EC2 G6e instances powered
Callminer
NOVEMBER 29, 2023
Despite increased investments in AI, concerns about AI risks are also prominent. Read this blog to learn about examples of responsible AI, showcasing how to use the technology while minimizing risk.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
ShepHyken
NOVEMBER 28, 2023
I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.
Cisco - Contact Center
NOVEMBER 30, 2023
Across the United States, local communities, transportation departments, and transit, port, and turnpike authorities are seeking new and better ways to deliver on their mission-critical objectives to… Read more on Cisco Blogs
AWS Machine Learning
NOVEMBER 29, 2023
The rapid growth of generative AI brings promising new innovation, and at the same time raises new challenges. These challenges include some that were common before generative AI, such as bias and explainability, and new ones unique to foundation models (FMs), including hallucination and toxicity. At AWS, we are committed to developing generative AI responsibly, taking a people-centric approach that prioritizes education, science, and our customers, to integrate responsible AI across the end-to-
Totango
NOVEMBER 27, 2023
“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. In a recent episode of The Digital Customer Success Podcast , Totango’s SVP of Customer Success, Chris Dishman had an insightful conversation with host Alex Turkovic about digital customer success (CS) hot topics, including health sc
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
ShepHyken
NOVEMBER 27, 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. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument.
Cisco - Contact Center
NOVEMBER 28, 2023
When it comes to cables, less is more. With power over ethernet (PoE) , ethernet cables do double duty, carrying DC power as well as data.
AWS Machine Learning
NOVEMBER 30, 2023
Amazon SageMaker is a fully managed service that enables developers and data scientists to quickly and easily build, train, and deploy machine learning (ML) models at scale. SageMaker makes it easy to deploy models into production directly through API calls to the service. Models are packaged into containers for robust and scalable deployments. SageMaker provides a variety of options to deploy models.
TeamSupport
NOVEMBER 30, 2023
Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
ShepHyken
NOVEMBER 28, 2023
I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.
Real Blue Sky
NOVEMBER 27, 2023
Just wrapped up the Fairways for Families golf tournament, presented by Real Blue Sky, and we’re still riding the high of what we’ve achieved. As a long-time supporter and board member of Embrace Texas , Bryant Richardson was inspired to see about 100 golfers come together for this cause. This event isn’t just about the love of the game; it’s Embrace’s main fundraiser, pivotal in supporting their mission.
AWS Machine Learning
NOVEMBER 30, 2023
Today, we are excited to announce support for Code Editor, a new integrated development environment (IDE) option in Amazon SageMaker Studio. Code Editor is based on Code-OSS , Visual Studio Code Open Source, and provides access to the familiar environment and tools of the popular IDE that machine learning (ML) developers know and love, fully integrated with the broader SageMaker Studio feature set.
Cisco - Contact Center
NOVEMBER 30, 2023
The higher education sector has more to gain than most from a new global partnership between Cisco and Microsoft.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
kommunicate
NOVEMBER 29, 2023
Last Updated on November 29, 2023 In a large enterprise, the role of a Product Manager emerges as a linchpin for success. A PM is someone who paves the path for the growth of the product and turning into a cash cow for the business. Marty Cagan, in his seminal work “Inspired,” succinctly captures the [.] The post How To Resolve Customer Experience Issues As A Large Company’s Product Manager appeared first on Kommunicate Blog.
VirtualPBX
NOVEMBER 29, 2023
Guest Blog From SayNine Business communication changes almost on a daily basis, and it is essential for businesses to try to keep up with the new trends in the sphere. One of the newly emerged game-changers in this sphere is the Voice over Internet Protocol (VoIP) for your business. It revolutionized the way organizations communicate both internally and with clients.
AWS Machine Learning
NOVEMBER 29, 2023
Data preparation is a crucial step in any machine learning (ML) workflow, yet it often involves tedious and time-consuming tasks. Amazon SageMaker Canvas now supports comprehensive data preparation capabilities powered by Amazon SageMaker Data Wrangler. With this integration, SageMaker Canvas provides customers with an end-to-end no-code workspace to prepare data, build and use ML and foundations models to accelerate time from data to business insights.
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