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.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
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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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.
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 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
ShepHyken
SEPTEMBER 24, 2024
Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked me if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like the agent or salesperson is disinterested and unauthentic, resulting in an overall “blah” experience.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
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 26, 2024
The Cisco Philippines and Mapúa University partnership to to launch the country's first-ever digital classrooms isn't just a step forward—it's a giant leap into the future of education
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.
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
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.
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.
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.
AWS Machine Learning
SEPTEMBER 23, 2024
This post is co-written with Josh Zook and Alex Hamilton from Rocket Mortgage. Rocket Mortgage, America’s largest retail mortgage lender, revolutionizes homeownership with Rocket Logic – Synopsis, an AI tool built on AWS. This innovation has transformed client interactions and operational efficiency through the use of Amazon Transcribe Call Analytics , Amazon Comprehend , and Amazon Bedrock.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
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.
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.
Cisco - Contact Center
SEPTEMBER 25, 2024
Read more about Kevin Donaghy's battle with cancer that led to 'Stories of Cancer and Hope,' a book uniting the community to support cancer patients through shared stories and raising funds for cancer charities.
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
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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.
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
OctopusTech
SEPTEMBER 23, 2024
The success of your business online depends on several factors, including the number of leads and conversions that your website gets. Unfortunately, many businesses struggle with generating enough SEO leads from their website. In this article, we explore the top 10 reasons why your website may not be getting enough leads. 1. Outdated or Unresponsive Website Every customer expects a smoother user experience whenever they visit an online business.
Cisco - Contact Center
SEPTEMBER 25, 2024
The Connected Conservation Foundation’s Sophie Maxwell shares how innovative technology is safeguarding biodiversity and natural ecosystems, helping to prevent the loss of threatened species, including rhinos, lions, pangolins and elephants.
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