Callminer
SEPTEMBER 24, 2024
Learn more about how call centers have become omnichannel contact centers where customer needs are met through multiple channels, and AI-powered tools gather data and deliver real-time insights.
SmartAction
SEPTEMBER 26, 2024
When you implement AI or automation into your contact center, it’s easy to get caught up in the excitement of new tech. But here’s the truth: if you’re not tracking the right AI KPIs, you’ll never really know if it’s working. Metrics are what give you the full picture, and without them, you can’t measure success or report ROI back to the business. Think of it like this—tracking the right AI KPIs is like checking the vital signs of your contact center.
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Balto
SEPTEMBER 26, 2024
In the fast-paced world of customer service and sales, call quality assurance plays a pivotal role in shaping the experiences that can make or break a company’s reputation. As businesses grapple with evolving customer expectations and technological advancements, the challenges in maintaining high-quality call conversations have never been more complex – or more critical.
SharpenCX
SEPTEMBER 24, 2024
Get insight into key omnichannel customer service moments and real-world success stories for contact center moments that matter most.
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.
TechSee
SEPTEMBER 26, 2024
In today’s competitive business landscape, enterprises constantly seek new ways to boost efficiency, improve customer satisfaction, and reduce operational costs. Enter Agentic AI , a game-changing technology that not only automates repetitive tasks but also has the cognitive intelligence to handle complex, context-driven interactions independently.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TechSee
SEPTEMBER 23, 2024
Agentic AI is changing the game for enterprises. Imagine AI systems that don’t just respond to commands but can act independently, learn in real time, and solve complex problems—just like a human agent. This is the promise of Agentic AI. Agentic AI offers a clear path to transformation for enterprise leaders looking to streamline operations, accelerate and improve customer service, enhance customer experiences, and gain a competitive edge.
CCNG
SEPTEMBER 25, 2024
A positive customer experience (CX) is deemed essential by approximately 80% of American consumers , who value speed, convenience, knowledgeable assistance, and friendly service. With advancements in AI technology, the future of AI in customer service is unfolding before our eyes, providing every company with the chance to enhance their CX swiftly. While there have been concerns about AI replacing humans in many jobs, the reality is that people will always be needed to get things done and create
Vistio
SEPTEMBER 25, 2024
When managing a contact center, one of the biggest challenges is training your agents effectively. You want them to learn quickly, but you also need them to retain the skills and knowledge that are directly relevant to their roles. Too often, training programs are broad, treating every agent the same and wasting precious time reviewing content that some agents already know.
ShepHyken
SEPTEMBER 23, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does a positive employee experience translate to a better customer experience? What are effective strategies for reducing employee turnover? How can businesses balance high-tech solutions with high-touch customer service? How does stability in the workforce enhance overall customer satisfaction?
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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.
Beyond Philosophy
SEPTEMBER 27, 2024
Claire Dunwood has a pickle. She wants to know how to manage rising customer expectations with fewer resources than she used to have. This episode seeks to help her—and you—do exactly that. It’s pretty common to hear problems like this today. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Doing that same thing on a budget is a different kettle of fish.
AWS Machine Learning
SEPTEMBER 25, 2024
Today, we are excited to announce the availability of Llama 3.2 models in Amazon SageMaker JumpStart. Llama 3.2 offers multi-modal vision and lightweight models representing Meta’s latest advancement in large language models (LLMs), providing enhanced capabilities and broader applicability across various use cases. With a focus on responsible innovation and system-level safety, these new models demonstrate state-of-the-art performance on a wide range of industry benchmarks and introduce features
Integrity Solutions
SEPTEMBER 23, 2024
Sales enablement has become an integral component of the modern sales organization, yet there is still confusion around what sales enablement actually is and, crucially, how to really make it deliver results for your salespeople and your business. As sales leaders grapple with continual volatility and complexity in the selling ecosystem, they’ve increasingly turned to sales enablement strategies to help improve sales outcomes and drive growth more efficiently.
ShepHyken
SEPTEMBER 22, 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. Your Customers Are Changing Fast, Are You? by Joseph Michelli (CustomerThink) Howard Schultz noted that the Starbucks needs to focus on being experiential rather than transactional.
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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.
Beyond Philosophy
SEPTEMBER 26, 2024
Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is an exciting and developing area for Customer Experiences. On the podcast, we hosted Graham Hill, Ph.D., to talk about it, and I wanted to share Hill’s insight here, too.
AWS Machine Learning
SEPTEMBER 27, 2024
The Anthropic’s Claude 3 family of models, available on Amazon Bedrock , offers multimodal capabilities that enable the processing of images and text. This capability opens up innovative avenues for image understanding, wherein Anthropic’s Claude 3 models can analyze visual information in conjunction with textual data, facilitating more comprehensive and contextual interpretations.
Cisco - Contact Center
SEPTEMBER 25, 2024
*Rev Up to Recert: Programming* is now available, September 25 to November 22, 2024, giving tech learners free access to 20+ hours of tech learning, labbing, and programming—eligible for up to 24 Cisco Continuing Education (CE) credits towards recertification.
Select VoiceCom Blog
SEPTEMBER 27, 2024
“For 16 years, Select VoiceCom has evolved! As your needs diversified, so did our support services. We grew as you grew. Together, we’ve achieved incredible things—and we’re just getting started.” Select VoiceCom celebrated its 16 incredible years in the industry with a beyond-epic night at the APEX Super Club in Mandaue City on September 21, 2024. Almost 700 employees dazzled in style at this year’s Y2K-themed anniversary party.
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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.
Provide Support
SEPTEMBER 27, 2024
The post How to Integrate a Live Chat Feature to a Web Application with React.js appeared first on Provide Support Blog.
AWS Machine Learning
SEPTEMBER 27, 2024
This post is co-written with Andreas Astrom from Northpower. Northpower provides reliable and affordable electricity and fiber internet services to customers in the Northland region of New Zealand. As an electricity distributor, Northpower aims to improve access, opportunity, and prosperity for its communities by investing in infrastructure, developing new products and services, and giving back to shareholders.
Cisco - Contact Center
SEPTEMBER 26, 2024
Pioneering Cisco customers understand that digital resilience helps keep their networks and businesses humming; their customer, employee, and partner experiences consistently great; and their admins… Read more on Cisco Blogs
COPC
SEPTEMBER 23, 2024
Amid the constant shifts in contact centers and customer service, the allure of technological solutions often draws our focus. One AI-powered tool that has gained widespread use is sentiment analysis, designed to gauge customer emotions and improve service delivery. However, despite its popularity, many executives remain unconvinced of its value. We conducted proprietary research for the COPC Standards Committee, which reveals that only around 40% of contact center leaders report seeing a meanin
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!
Help Scout
SEPTEMBER 25, 2024
Introducing Inbox 2 — our new, more focused workspace that helps you delight more customers in less time. Read on to learn what's new with Inbox 2.
AWS Machine Learning
SEPTEMBER 23, 2024
With the rise of powerful foundation models (FMs) powered by services such as Amazon Bedrock and Amazon SageMaker JumpStart , enterprises want to exercise granular control over which users and groups can access and use these models. This is crucial for compliance, security, and governance. Launched in 2021, Amazon SageMaker Canvas is a visual point-and-click service that allows business analysts and citizen data scientists to use ready-to-use machine learning (ML) models and build custom ML mode
Cisco - Contact Center
SEPTEMBER 24, 2024
Learn how Cisco’s unique integrations protect RADIUS authentications when connecting to the network.
Joe Rawlinson
SEPTEMBER 23, 2024
Promo giveaways are a tried-and-tested strategy for boosting customer loyalty. Whether it’s to build brand recognition or foster deeper connections with clients, promotional products are versatile tools that help your business stay top-of-mind. However, the effectiveness of these giveaways hinges on selecting the right items that resonate with your audience.
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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.
OctopusTech
SEPTEMBER 23, 2024
Many people find it difficult to enter the e-commerce space , and the debate between Big Cartel vs Shopify never ends. Each is a great tool for online companies, providing features like shipping, billing, and CRM. These two SaaS platforms are similar in that they both provide cloud capabilities and are user-friendly. There are, however, a few distinctions to be aware of.
AWS Machine Learning
SEPTEMBER 26, 2024
Video generation has become the latest frontier in AI research, following the success of text-to-image models. Luma AI’s recently launched Dream Machine represents a significant advancement in this field. This text-to-video API generates high-quality, realistic videos quickly from text and images. Trained on the Amazon SageMaker HyperPod , Dream Machine excels in creating consistent characters, smooth motion, and dynamic camera movements.
Cisco - Contact Center
SEPTEMBER 25, 2024
In an era where artificial intelligence (AI) is rapidly transforming industry and society, collaboration between the public and private sectors has never been more critical. Trust and safety are ultimately on the line. Learn more from Dev Stahlkopf, Cisco EVP & Chief Legal Officer.
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