Vistio
APRIL 22, 2024
The allure of AI in contact centers is undeniable. From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. With advancements in natural language processing (NLP), machine learning (ML), and automation technologies, the potential for AI-driven customer service solutions seems limitless.
Cisco - Contact Center
APRIL 22, 2024
Imagine juggling multiple remotes for your entertainment system, each controlling a different device and requiring endless button presses to achieve a simple task.
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Comm100
APRIL 22, 2024
The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effective
NobelBiz
APRIL 23, 2024
The debt collection industry is undergoing a major shift. Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements. Table of Contents What is a Debt Collection Agency and How does it Work?
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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.
JustCall
APRIL 23, 2024
‘Auto dialer’ is a broad term for any dialer software that makes calls one at a time. A power dialer is one of two major types of auto dialers. If the auto dialer doesn’t need the salesperson to tell it to dial the next number, it’s a power dialer. If the dialer needs human input to move to the next number, it’s a preview dialer. But we get the confusion — different brands call their dialer products different names without being clear about what the product actually does, and you’re left clueles
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
JustCall
APRIL 23, 2024
Thinking of bringing in a predictive dialer for your business? Good call. Not sure what’s the best predictive dialer to invest in? We’ve got you covered! We’ve compiled a list of what we think are some of the top predictive dialers in the market today: in terms of both capabilities and ROI. We’ll also walk you through the most important features you should look for in a predictive dialer from a sales, support, and managerial standpoint.
TechSee
APRIL 22, 2024
In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents.
A Better Answer
APRIL 22, 2024
Outsourced answering solutions represent a strategic approach for businesses aiming to enhance customer service and manage operational costs effectively. By partnering with an external service provider, companies can efficiently handle high call volumes, guarantee 24/7 customer accessibility worldwide, and streamline communication processes. This method is particularly beneficial for entities ranging from small local businesses to expanding enterprises with a global customer base.
Unymira
APRIL 22, 2024
Pega offers various text processing options. This can be especially helpful in customer service. For example, to draw conclusions about the content of an email, the text must be analyzed. Pega provides text analytics tools to extract meaningful information from large volumes of data. Text can be analyzed and structured in multiple languages. For a detailed list, see the Pega documentation for the current release.
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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.
ShepHyken
APRIL 23, 2024
I was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. The car has spent more time at the repair center than in his garage. If it were me, I’d ask the dealer to replace the car. Apparently, he has more patience than I do and was giving the dealer another chance to fix the car.
Beyond Philosophy
APRIL 26, 2024
In this episode, Colin and Ryan tackle a listener’s question about the psychology of customer loyalty , delving into its emotional and relational aspects. Loyalty, they explain, goes beyond mere repetition of behavior; it is rooted in deep emotional attachment and often requires sacrifice. Drawing parallels to personal experiences, such as loyalty to sports teams (Lutown Town Football Club, recently reinstated in the Premiership) and brands like Apple (naturally), they highlight the import
Callminer
APRIL 24, 2024
Consumer Duty requirements were launched by the UK’s FCA in June 2023 and represent legally binding regulation for financial services. But what does this actually mean? Read this blog to learn more.
TechSee
APRIL 22, 2024
In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents.
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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.
ShepHyken
APRIL 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. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization.
Beyond Philosophy
APRIL 25, 2024
Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we humans love, it’s stories. We love them in our news, in our dinner conversations, and even in our commercials.
AWS Machine Learning
APRIL 24, 2024
The Amazon EU Design and Construction (Amazon D&C) team is the engineering team designing and constructing Amazon warehouses. The team navigates a large volume of documents and locates the right information to make sure the warehouse design meets the highest standards. In the post A generative AI-powered solution on Amazon SageMaker to help Amazon EU Design and Construction , we presented a question answering bot solution using a Retrieval Augmented Generation (RAG) pipeline with a fine-tune
C3Centricity
APRIL 23, 2024
As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.
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!
MiaRec
APRIL 26, 2024
The MiaRec team was exhibiting at Enterprise Connect this spring, where we met onsite with customers, partners, and other industry professionals to discuss how we are revolutionizing Quality Assurance with the power of Generative AI.
AnswerConnect
APRIL 23, 2024
How can a professional answering service help your business? Read on for the top benefits and a real example of how a business used answering services to grow The post The top 11 advantages of using a professional answering service for your business. appeared first on AnswerConnect Blog.
AWS Machine Learning
APRIL 22, 2024
Organizations are facing ever-increasing requirements for sustainability goals alongside environmental, social, and governance (ESG) practices. A Gartner, Inc. survey revealed that 87 percent of business leaders expect to increase their organization’s investment in sustainability over the next years. This post serves as a starting point for any executive seeking to navigate the intersection of generative artificial intelligence (generative AI) and sustainability.
Cisco - Contact Center
APRIL 23, 2024
Believe it or not, it’s been over four years since Cisco last updated the CCNA certification. In the fast-paced world of networking, that is a long time.
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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.
The Northridge Group
APRIL 22, 2024
In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. In Part 3 of our series, we hear from Leslie O’Flahaven, professional write, coach, and speaker.
Tethr
APRIL 24, 2024
Learn how to improve your call center coaching and give agents valuable feedback with these effective tips and real-life examples.
AWS Machine Learning
APRIL 25, 2024
Organizations across industries are using automatic text summarization to more efficiently handle vast amounts of information and make better decisions. In the financial sector, investment banks condense earnings reports down to key takeaways to rapidly analyze quarterly performance. Media companies use summarization to monitor news and social media so journalists can quickly write stories on developing issues.
Cisco - Contact Center
APRIL 22, 2024
When we introduced our first compute platform in 2009 with Cisco UCS B-Series Blade Servers , there was a fair amount of snickering from industry watchers and established server vendors.
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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.
BlueOcean
APRIL 24, 2024
The concept of ESG has had its place in the business world for a couple of decades, but it is only recently that it has become mainstream. One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values.
Helpware
APRIL 23, 2024
Client relationship management (CRM) revolves around cultivating robust, enduring connections between clients and providers. Although small and medium-sized enterprises (SMEs) often prioritize acquiring new leads, nurturing meaningful partnerships with well-suited clients can prove to be a transformative element in their success journey.
AWS Machine Learning
APRIL 24, 2024
Conversational artificial intelligence (AI) assistants are engineered to provide precise, real-time responses through intelligent routing of queries to the most suitable AI functions. With AWS generative AI services like Amazon Bedrock , developers can create systems that expertly manage and respond to user requests. 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, Stabilit
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