Callminer
AUGUST 20, 2024
Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritization of customer experience.
Beyond Philosophy
AUGUST 22, 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: Artificial Intelligence (AI) has some excellent applications in Customer Experience , applications that can transform the processes in customer interactions. However, after all the sci-fi we have grown up watching, it is natural to wonder what the entrance of AI will mean for the humans involved.
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SQM Group
AUGUST 20, 2024
Explore 20 essential habits that call center agents can integrate into their daily routines.
FluentStream
AUGUST 21, 2024
In today’s fast-paced business environment, effective communication is more crucial than ever. Companies need to connect with their customers quickly, clearly, and efficiently to stay competitive. Among the various communication channels available, texting has emerged as a powerful tool that. Read More The post The Benefits of Businesses Using Texting to Communicate with Their Customers appeared first on FluentStream.
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
IdeasUnlimited
AUGUST 21, 2024
Call centers are crucial in the business world, providing essential support and communication channels that handle customer inquiries, service issues, and feedback. In this context, USA call centers are particularly influential, setting high standards for the industry through their advanced technology, expert training, and commitment to quality. These US-based call center companies have become models of best practices, showcasing how superior service and innovative solutions can redefine custome
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
AUGUST 21, 2024
Today, we are excited to announce general availability of batch inference for Amazon Bedrock. This new feature enables organizations to process large volumes of data when interacting with foundation models (FMs), addressing a critical need in various industries, including call center operations. Call center transcript summarization has become an essential task for businesses seeking to extract valuable insights from customer interactions.
IdeasUnlimited
AUGUST 21, 2024
Customer retention is crucial for any business because it is often more cost-effective to keep existing customers than to attract new ones. Happy and loyal customers are likely to continue buying and recommending your products or services. Multilingual call centers play a key role in this by allowing businesses to communicate with customers in their native languages.
Concentrix
AUGUST 22, 2024
Dive into our research to discover how global enterprise executives are assessing the transformational impact of generative AI and what’s holding them back.
CCNG
AUGUST 21, 2024
The customer experience technology market has ballooned in the last ten years, but given the current economic climate sales are cooling for this once unstoppable industry. What does that tell us about how decision makers are buying customer experience software today? The last few years have seen an explosion CCaaS “Contact Center as a Service” in the customer experience technology stack.
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.
ShepHyken
AUGUST 20, 2024
Do you want to be better or different? That’s the question that Sally Hogshead, an amazing professional speaker who specializes in being fascinating, shared in a recent speech I had the pleasure of experiencing. While most of her work is about how to be fascinating, this speech came from a different place. She talked about the power of being different versus better than others.
Beyond Philosophy
AUGUST 23, 2024
In this episode, we challenge the conventional wisdom of customer-centricity and discuss why firing a customer is sometimes necessary. While it may seem counterintuitive, knowing when to let go of a customer can benefit your business in the long run. We outline five critical rules to help you determine when it’s time to part ways with a customer: Rule #1: Fire customers if they cost too much.
AWS Machine Learning
AUGUST 22, 2024
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, which each user is authorized to access. In an earlier post, we discussed how you can build private and secure enterprise generative AI applications with Amazon Q Business and AWS IAM Identity Center.
Ambs Call Center
AUGUST 22, 2024
Imagine a sudden power outage hitting your office, or a natural disaster like a flood affecting your operations. These situations can bring your business to a standstill, but they are not the same. Which is why, unlikely as they are, it's important to understand the differences between the two situations respectively: business continuity and disaster recovery.
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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.
VirtualPBX
AUGUST 23, 2024
As VirtualPBX proudly marks its 27th anniversary, we reflect on a journey that began in 1997 and continues to thrive today. From humble beginnings in a garage in San Francisco’s Haight-Ashbury district to becoming a leader in business communication solutions. Our story is one of innovation, resilience, and unwavering commitment to our customers. VirtualPBX: A Pioneer in Cloud Communications In a special video message , our Chief Operating Officer, Lon Baker, reflects on the origins of VirtualPBX
Cisco - Contact Center
AUGUST 22, 2024
Take a closer look at the 200-301 CCNA v1.1 exam update, get tips for exam success, and track down the latest learning resources.
AWS Machine Learning
AUGUST 22, 2024
This post is co-written with Matt Marzillo from Snowflake. Today, we are excited to announce that the Snowflake Arctic Instruct model is available through Amazon SageMaker JumpStart to deploy and run inference. Snowflake Arctic is a family of enterprise-grade large language models (LLMs) built by Snowflake to cater to the needs of enterprise users, exhibiting exceptional capabilities (as shown in the following benchmarks ) in SQL querying, coding, and accurately following instructions.
IdeasUnlimited
AUGUST 21, 2024
Effective communication is crucial for Law firms to maintain strong client relationships and manage cases efficiently. Call answering services, including live and phone answering services, play a vital role in handling client inquiries and managing calls professionally. By investing in a professional call answering service, Law firms can experience significant benefits, including improved client satisfaction, increased productivity, and reduced operational costs.
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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.
AnswerConnect
AUGUST 20, 2024
Everyone makes mistakes, but in business, those errors could cost you. Here are the top 11 customer service mistakes and tips to avoid them in your business. The post The top 11 customer service mistakes and how to overcome them appeared first on AnswerConnect Blog.
Helpware
AUGUST 22, 2024
As customers are expecting more than ever, the competition is getting tougher, whether you're running a physical store or an online business. Brands, therefore, need to pull out all the stops to find ways to improve customer loyalty and nurture each relationship.
AWS Machine Learning
AUGUST 22, 2024
Building a deployment pipeline for generative artificial intelligence (AI) applications at scale is a formidable challenge because of the complexities and unique requirements of these systems. Generative AI models are constantly evolving, with new versions and updates released frequently. This makes managing and deploying these updates across a large-scale deployment pipeline while providing consistency and minimizing downtime a significant undertaking.
Cisco - Contact Center
AUGUST 22, 2024
Adopting AI requires a measured approach. Gartner outlines 5 phases to avoid major pitfalls and maximize chances of successful AI implementation.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
MiaRec
AUGUST 19, 2024
Do you wish you had more insight into why your customers call your contact center? Or do you already have a Topical Analysis tool in place and wonder if upgrading to the new Generative AI-based tools is worth it? Here at MiaRec, we have helped hundreds of contact centers better understand the Voice of their Customers by offering Topical Analytics and other Voice Analytics solutions for years.
Outsource Consultants
AUGUST 20, 2024
In our recent webinar “From Sci-Fi to CX Reality,” hosts Tom Luther and Andrew Griffiths (The Bald and The Beard) delve into the transformative journey of artificial intelligence (AI) in the customer experience (CX) sector. Their expert guest Mark McKercher , an expert CX consultant, details how he’s delivered huge results for clients following the framework detailed during the session.
AWS Machine Learning
AUGUST 21, 2024
Customer reviews can reveal customer experiences with a product and serve as an invaluable source of information to the product teams. By continually monitoring these reviews over time, businesses can recognize changes in customer perceptions and uncover areas of improvement. Analyzing these reviews to extract actionable insights enables data-driven decisions that can enhance customer experience and reduce churn.
Cisco - Contact Center
AUGUST 19, 2024
For MSPs, choosing the right network platform is crucial for several notable reasons. The ideal solution should be operationally efficient, reducing the complexity and costs of managing multiple individualized networks.
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!
MiaRec
AUGUST 22, 2024
As a contact center manager, you know that manually creating agent schedules is tedious and time-consuming. The alternative is to automate using a Workforce Management (WFM) solution, which can be cost-prohibitive if you aren't using it to its full capacity. Having been a contact center manager myself in my previous career, I have spent countless hours pouring over Excel sheets to ensure that I not only accommodate all the scheduling restraints of the contact centers, but also give every agent f
Outsource Consultants
AUGUST 20, 2024
In our recent webinar “From Sci-Fi to CX Reality,” hosts Tom Luther and Andrew Griffiths (The Bald and The Beard) delve into the transformative journey of artificial intelligence (AI) in the customer experience (CX) sector. Their expert guest Mark McKercher , an expert CX consultant, details how he’s delivered huge results for clients following the framework detailed during the session.
AWS Machine Learning
AUGUST 21, 2024
Amazon DataZone is a data management service that makes it quick and convenient to catalog, discover, share, and govern data stored in AWS, on-premises, and third-party sources. Amazon DataZone allows you to create and manage data zones , which are virtual data lakes that store and process your data, without the need for extensive coding or infrastructure management.
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