CCNG
OCTOBER 26, 2024
Poorly managed contact center QA programs can lead to costly inefficiencies. This third article in our series reveals how robust quality assurance practices can support efficiency, engagement and profitability. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.
ShepHyken
OCTOBER 28, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies effectively balance customer self-service with personal interactions in high-stakes situations? How does AI contribute to transforming contact center agents into brand ambassadors? Why is empathy important in customer service interactions, and how can AI complement this human trait?
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Upstream Works
OCTOBER 28, 2024
Explore three key questions that leaders must address for successful implementation of AI in contact centers. The post Are You Ready for Contact Center AI? 3 Key Questions for AI Success appeared first on Upstream Works.
Interactions
OCTOBER 29, 2024
Generative AI has swept the imaginations of both consumers and business leaders with remarkable speed. Nearly two years after the change that began with the public release of ChatGPT, businesses are still sorting out how to take advantage of Gen AI capabilities while limiting risk. Gen AI offers enormous potential for efficiency, knowledge sharing, and analytical insight in the contact center.
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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.
Cisco - Contact Center
OCTOBER 29, 2024
With generative AI poised to significantly boost global economic output, Cisco is helping to simplify the challenges of preparing your infrastructure for AI implementation. Learn how the UCS C885A M8 Server for AI model training, the Nexus 9364E-SG2 Switch for scalable AI connectivity, AI PODs for streamlined AI inference deployment, and Nexus Hyperfabric can accelerate AI initiatives and drive innovation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
OCTOBER 30, 2024
The world of customer experience conferences has changed dramatically over the past few years. Since the pandemic, there’s been an undeniable shift in how we gather, share, and learn from one another. But despite the growing demand for connection and deeper learning, the industry is missing the mark. A growing number of CX professionals are starting to voice their concerns: the conference scene isn’t working like it used to, and something needs to change.
AWS Machine Learning
OCTOBER 31, 2024
AWS offers powerful generative AI services , including Amazon Bedrock , which allows organizations to create tailored use cases such as AI chat-based assistants that give answers based on knowledge contained in the customers’ documents, and much more. Many businesses want to integrate these cutting-edge AI capabilities with their existing collaboration tools, such as Google Chat, to enhance productivity and decision-making processes.
Enghouse Interactive
OCTOBER 30, 2024
Discover the essential contact center software features for control rooms, including resilience, touchscreen interfaces, and advanced call management. Learn how Enghouse CXCR excels with its robust, flexible, and customizable system for high-pressure environments. With geo-redundancy, color-coded call indicators, and seamless integration, CXCR ensures reliable and efficient communication for critical operations.
ShepHyken
OCTOBER 27, 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. Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.
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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.
Outsource Consultants
OCTOBER 28, 2024
If you’re exploring outsourcing options, call center services in Kenya should be on your radar. Located in East Africa, this country is gaining attention from global businesses for its growing infrastructure, competitive labor costs, and highly skilled workforce. Whether you’re looking for call centers in Nairobi or exploring options across the country, Kenya’s BPO landscape is becoming a strong contender for companies looking to elevate their customer service.
AWS Machine Learning
OCTOBER 29, 2024
Recently, we’ve been witnessing the rapid development and evolution of generative AI applications, with observability and evaluation emerging as critical aspects for developers, data scientists, and stakeholders. Observability refers to the ability to understand the internal state and behavior of a system by analyzing its outputs, logs, and metrics.
BlueOcean
OCTOBER 30, 2024
With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. As your business grows and scales to meet the increasing weight of customer demands, decisions must be made – especially when it comes to your customer support operation.
CSM Magazine
OCTOBER 29, 2024
In the world of online casinos, it’s no longer just about offering the biggest bonuses or the most enticing games. Today, exceptional customer service has become a crucial factor in attracting and retaining players. Just as much as players seek thrilling gameplay and potential jackpots, they also desire an experience that feels supportive and seamless.
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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.
Vistio
OCTOBER 28, 2024
Implementing AI software in your contact center can either be the best decision you make or a costly misstep that drains resources without delivering real value. If you’ve felt the pressure to adopt AI but are wary of the hype, you’re not alone. AI isn’t a magic bullet—it’s a tool, and its effectiveness depends on your ability to select, deploy, and use it strategically.
AWS Machine Learning
OCTOBER 29, 2024
Professionals in a wide variety of industries have adopted digital video conferencing tools as part of their regular meetings with suppliers, colleagues, and customers. These meetings often involve exchanging information and discussing actions that one or more parties must take after the session. The traditional way to make sure information and actions aren’t forgotten is to take notes during the session; a manual and tedious process that can be error-prone, particularly in a high-activity or hi
Inbenta
OCTOBER 30, 2024
Natural Language Processing (NLP) bridges the communication gap between humans and machines by interpreting natural language. This article discusses 11 powerful applications of NLP, including automated translation to accurately convey meaning, sentiment analysis for understanding customer intent, and virtual chatbots for better customer interactions.
CSM Magazine
OCTOBER 31, 2024
Ramping up your customer service game is easy with training videos – they provide the perfect toolbox for your team to consistently impress customers. Need to drive home a key concept or skill? Training videos can be a real game-changer, offering an accessible and flexible way to reinforce your message. Customer service training videos offer several advantages: Consistency: Ensure consistent delivery of training material across all team members.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Zappix
OCTOBER 28, 2024
Reducing Average Handling Time (AHT) is a top priority for contact centers looking to improve efficiency and customer satisfaction. Digital engagement and self-service tools are key to achieving this by allowing customers to quickly resolve issues on their own or with minimal agent assistance. Here’s how these tools help lower AHT and enhance operations. 1.
AWS Machine Learning
OCTOBER 28, 2024
Real-world applications vary in inference requirements for their artificial intelligence and machine learning (AI/ML) solutions to optimize performance and reduce costs. Examples include financial systems processing transaction data streams, recommendation engines processing user activity data, and computer vision models processing video frames. In these scenarios, customized model monitoring for near real-time batch inference with Amazon SageMaker is essential, making sure the quality of predic
Inbenta
OCTOBER 30, 2024
At a time when immediate and efficient customer service is paramount, callbots and voicebots are emerging as game-changers. These Conversational AI tools offer round-the-clock service, manage high call volumes effortlessly, and provide personalized customer interactions, all while cutting down on operational costs. Customer service is always in demand.
CSM Magazine
OCTOBER 30, 2024
Providing top-notch customer service often requires significant resources and financial investment. Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. In this article, we’ll explore several funding options to help you enhance your customer service capabilities and stay ahead of the competition.
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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.
VirtualPBX
OCTOBER 30, 2024
Supporting Community Health with VirtualPBX Contact Center Solutions At VirtualPBX, we’re proud to support the impactful work done by organizations like The Center For Long Covid Research, which recently implemented our Contact Center solution to enhance its call center capabilities. In this featured Contact Center case study, we delve into how our platform helped the Center transform its operations, streamline call handling, and improve patient support for their peer-counseling hotline, T
AWS Machine Learning
OCTOBER 30, 2024
Global Resiliency is a new Amazon Lex capability that enables near real-time replication of your Amazon Lex V2 bots in a second AWS Region. When you activate this feature, all resources, versions, and aliases associated after activation will be synchronized across the chosen Regions. With Global Resiliency, the replicated bot resources and aliases in the second Region will have the same identifiers as those in the source Region.
Inbenta
OCTOBER 30, 2024
As the holiday season approaches, businesses are starting to grapple with an overwhelming number of customer requests. Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?
CSM Magazine
OCTOBER 29, 2024
Efficient mailroom management is more crucial than ever for businesses that prioritize exceptional customer service. A well-automated mailroom not only streamlines operations but also ensures that communication channels remain open, secure, and responsive. Let’s explore how automated mailroom solutions are transforming customer service excellence.
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The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp
NobelBiz
OCTOBER 29, 2024
Effective call handling is important for any business that wants to make sure it gives the best customer experience and does not let an opportunity slip by. Be it customer service, inquiry management, or for that matter any support, every call is another way of strengthening customers’ relationships and further building up their loyalty. This article is going to look at what call handling is, study a few major call handling techniques, and then delve deep into how NobelBiz’s Omni+ so
Cisco - Contact Center
OCTOBER 29, 2024
Cisco Partner Summit 2024 celebrated AI-driven innovation, awarding $900K USD in prizes. Discover the groundbreaking solutions that transform industries, enhance customer experiences, and drive business value.
Inbenta
OCTOBER 30, 2024
As the pace of business picks up, meeting customer expectations while delivering timely and accurate information can be a challenge. Semantic clustering, a patented machine learning technology offered by Inbenta , lets companies uncover content gaps and enrich their customer experience. Here’s something obvious but worth repeating: Customers don’t like it when they can’t find something on your website.
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