NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 105

Call Center Chatbots Virtual Agent Contact Center 105

CSM Magazine

APRIL 29, 2024

We all make mistakes. If anyone tells you they never a mistake, that’s a lie. More likely, what those people actually are telling you is that, even when they make a mistake, they won’t own it. Owning our mistakes is a critical step in service recovery—and service recovery is critical to the success of your business, no matter what that business is.

Airlines 104

Airlines Accountability Management Customer Service 104

Cisco - Contact Center

MAY 1, 2024

Did you ever ask ChatGPT how it was programmed? Or which programming language might be useful when you are about to create or test new AI application features?

82

82

CSM Magazine

APRIL 29, 2024

You know, in this day and age, with all the craziness and uncertainty going on in the world, having the right communication tools in place can be an absolute lifesaver – both for businesses and the people who work for them. That’s where Emergency Communication and employee communication software come into play. Now, I get it; the idea of “emergency communication software” might sound a bit heavy, right?

Employee engagement 52

Employee engagement Morale Marketing 52

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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.

Contact Center

Beyond Philosophy

MAY 2, 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: One of our podcast listeners stumped me a bit with a recent question. Sonia Montella asked for a detailed explanation of customer loyalty and why we need it. I decided that such a good question deserved a good answer or, at least, the best possible answer I had.

Construction 195

Construction Personalization 195

Callminer

APRIL 30, 2024

Most companies still grapple with how to effectively collect and use customer data. This blog offers tips for cutting through the noise and use insights to drive meaningful business improvements?

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Nicereply

APRIL 29, 2024

No matter what your job title is, you’re more than likely to receive some form of negative feedback. Whether a customer complaint or a note from a supervisor, all forms of feedback can be helpful to you. They allow you to take a closer look at your performance and take the steps to improve for the future. This article will give you the tools necessary to respond to negative feedback calmly and professionally.

Feedback 52

Feedback Construction B2B Call Center 52

Cisco - Contact Center

MAY 1, 2024

Organizations are shifting to observability over the entire application stack to achieve exceptional, secure, performant digital experiences Whether managing supply chains, transferring funds,… Read more on Cisco Blogs

Management 69

Management 69

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced. While transformation involves reshaping an organization into something new, customer experience (CX) professionals wield significant potential to drive this change, even from positions below the C-level.

Customer centricity 52

Customer centricity Analytics Customer Experience Metrics 52

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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.

Analytics

Beyond Philosophy

MAY 3, 2024

A Master Class Part 1: Unlocking The Psychology of Customer Experience With this episode, we begin an eight-part series exploring customer behavior and the psychology that drives it. Each part will delve into the various psychological aspects of Customer Experiences, offering practical advice on understanding and influencing them. Our focus today is on why customers make quick decisions and how you can sway those decisions in your favor.

Sales 221

Sales Customer Experience Management 221

ShepHyken

APRIL 28, 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. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

Customer Service 193

Customer Service Advertising B2C Big data 193

AWS Machine Learning

APRIL 30, 2024

Today, we announced the General Availability of Amazon Q, the most capable generative AI powered assistant for accelerating software development and leveraging companies’ internal data. “During the preview, early indications signaled Amazon Q could help our customers’ employees become more than 80% more productive at their jobs; and with the new features we’re planning on introducing in the future, we think this will only continue to grow,” shared Dr.

Enterprise 135

Enterprise Engineering Personalization Management 135

VirtualPBX

MAY 1, 2024

In the ever-evolving landscape of office communication, staying ahead means embracing innovation that seamlessly integrates with your existing infrastructure. We understands this need intimately. That’s why we’re thrilled to introduce the newest lineup in our hardware store of Yealink WiFi Desk Phones, the perfect complement to our contact center and business phone plans.

voip 105

voip Contact Center Accountability 105

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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.

Contact Center

MiaRec

MAY 2, 2024

Did you know that a 5% reduction in customer churn can lead to a profit increase of 25% to 125%, or that businesses have to spend five times more to acquire a new customer than to retain an existing one, according to the HBR? Contact centers equipped with effective training and the right tools can empower agents to resolve issues efficiently and provide a positive and personalized experience.

Contact Center 105

Contact Center Personalization Quality management Management 105

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness. An AI-based call center utilizes artificial intelligence technologies to manage and improve customer interactions.

Call Center 104

Call Center Chatbots Virtual Agent Contact Center 104

AWS Machine Learning

APRIL 30, 2024

As of April 30, 2024 Amazon Q Business is generally available. Amazon Q Business is a conversational assistant powered by generative artificial intelligence (AI) that enhances workforce productivity by answering questions and completing tasks based on information in your enterprise systems. Your employees can access enterprise content securely and privately using web applications built with Amazon Q Business.

Enterprise 134

Enterprise Accountability APIs Management 134

AnswerConnect

APRIL 30, 2024

Want to know if a live answering service could be the solution to grow your small business? Read on for everything you need to make the right decision. The post Are live answering services the key to small business growth? appeared first on AnswerConnect Blog.

Answering services 88

Answering services Customer Experience 88

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!

Customer Experience

Helpware

APRIL 30, 2024

Discover how Software Development as a Service (SDaaS) reinvents outsourcing so you can maximize development business value.

outsourcing 87

outsourcing 87

Cisco - Contact Center

MAY 2, 2024

Today, two of Cisco’s Catalyst line of switches, C9200-L and C9300-48P , are officially ENERGY STAR ® certified by the U.S. Environmental Protection Agency.

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84

AWS Machine Learning

MAY 2, 2024

Today, we’re excited to announce the availability of Meta Llama 3 inference on AWS Trainium and AWS Inferentia based instances in Amazon SageMaker JumpStart. The Meta Llama 3 models are a collection of pre-trained and fine-tuned generative text models. Amazon Elastic Compute Cloud (Amazon EC2) Trn1 and Inf2 instances, powered by AWS Trainium and AWS Inferentia2, provide the most cost-effective way to deploy Llama 3 models on AWS.

Chatbots 133

Chatbots Engineering 133

Tethr

MAY 1, 2024

How to improve your chatbot's efficiency and performance with insights from conversation intelligence.

Chatbots 82

Chatbots 82

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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.

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). The pressure is rising for businesses to step up their CX game. More than 80% of business leaders see customer experience as a growing priority in 2024.

Feedback 78

Feedback Consulting Consulting Enterprise 78

Cisco - Contact Center

APRIL 30, 2024

In parts one and two of this AI blog series, we explored the strategic considerations and networking needs for a successful AI implementation.

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72

AWS Machine Learning

MAY 1, 2024

Numerous customers face challenges in managing diverse data sources and seek a chatbot solution capable of orchestrating these sources to offer comprehensive answers. This post presents a solution for developing a chatbot capable of answering queries from both documentation and databases, with straightforward deployment. 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, Stab

Chatbots 133

Chatbots APIs Engineering Automotive 133

PeopleMetrics

MAY 2, 2024

Imagine making crucial business decisions based on data where nearly half of the responses might be unreliable. Recent findings show that 46% of respondents from some large online panel providers deliver poor-quality data! Examples include respondents who claim their medical expenses are 16 times higher than reality and others who speed through a detailed 203-word concept in just 11 seconds.

B2B 71

B2B Marketing Surveys Customer centricity 71

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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.

Customer Experience

delighted

MAY 1, 2024

First impressions matter, especially those that new hires form on their first day. Did they feel welcomed? Were clear expectations set? Asking new hires about their onboarding experience can reveal powerful insights that help set employees up for success from the moment they start with your company and beyond. To glean these insights, you need to understand what an onboarding survey is, why it is important, which onboarding survey questions to ask, and the best practices for onboarding new emplo

Surveys 67

Surveys Employee engagement Best practices Feedback 67

Cisco - Contact Center

MAY 3, 2024

Embark on an enhanced learning journey with the Cisco Black Belt Academy—a transformative platform designed to give you a competitive edge in the dynamic Cisco ecosystem.

Management 69

Management 69

AWS Machine Learning

MAY 2, 2024

Embeddings are integral to various natural language processing (NLP) applications, and their quality is crucial for optimal performance. They are commonly used in knowledge bases to represent textual data as dense vectors, enabling efficient similarity search and retrieval. In Retrieval Augmented Generation (RAG), embeddings are used to retrieve relevant passages from a corpus to provide context for language models to generate informed, knowledge-grounded responses.

Benchmark 133

Benchmark Metrics Enterprise APIs 133