Helpware
JUNE 25, 2024
An honest “thank you” coming from a client has never been harder to get. Rules of customer service are being redefined by the minute. Requests, queries, and expectations mutate so rapidly that some companies, especially small and medium-sized enterprises (SMEs), struggle to reach financial and branding goals while solving the needs of their customer base.
TCN
JUNE 26, 2024
Making decisions for your contact center without data is like trying to play chess blindfolded – you are making decisions in the dark with a limited understanding of your customer needs and agent performance. However, although the power of contact center data is undeniable, transforming massive amounts of it into actionable insights can be daunting. […] The post From Data to Decisions: How Contact Center Analytics Drive Strategic Planning appeared first on TCN.
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CCNG
JUNE 26, 2024
Imagine arriving at a picturesque resort by a serene lake, eager to explore nature in a canoe. Unfortunately, the resort doesn’t have enough life jackets, even though canoes are available. The difference between a disgruntled customer and a loyal advocate often boils down to how effectively a company anticipates and resolves these types of issues. To consistently win in business today, we have to be proactive.
Cisco - Contact Center
JUNE 25, 2024
As threats become more sophisticated and regulatory demands become stricter, the new Cisco Secure Cloud Access (SCAZT) Specialist Certification dives into the heart of cloud security, underscoring the importance of a security-first approach.
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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.
Cisco - Contact Center
JUNE 26, 2024
AI is changing the way we engage data in industrial operations, and choosing the right model for your desired result is critically important.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Hodusoft
JUNE 27, 2024
Omnichannel Strategies for BFSI: Enhancing Customer Experience with Contact Center Software Do you know the top priority of today’s customers? It is none other than a seamless and personalized experience. Especially when it comes to the BFSI (Banking, Financial Services, and Insurance) sector, offering seamless, personalized services is key to securing lasting customer relationships.
Zappix
JUNE 24, 2024
In the evolving landscape of customer care, outsourcing has long been a go-to strategy for businesses looking to streamline operations and reduce costs. However, as we dive into 2024, the role of outsourcing in customer care is undergoing a dramatic transformation. No longer just a means to cut expenses, outsourcing is emerging as a powerful source of innovation and skilled capacity.
SQM Group
JUNE 25, 2024
The terms ‘Customer Service’ and ‘Customer Experience’ are often used interchangeably in customer support. Customer service and customer experience are closely related but different.
CSM Magazine
JUNE 25, 2024
Customer Experience Automation Leader Humach today announced the launch of mAI Pilot, an artificial intelligence platform designed to improve the customer experience through digital agents and digital assist technology for live agents. This conversational intelligence platform is based on natural language understanding of rapidly deployed large language models (LLMs) customized for each enterprise.
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!
Beyond Philosophy
JUNE 28, 2024
This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decision-making processes.
Callminer
JUNE 27, 2024
Read this blog to learn about workforce engagement management, which is a set of tools that help organizations improve employee satisfaction, productivity, scheduling, and more while reducing churn.
ShepHyken
JUNE 23, 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. Customer Experience Gets Worse. Again. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.
Bill Quiseng
JUNE 26, 2024
The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.
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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.
Beyond Philosophy
JUNE 27, 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: When it comes to experiences and the influences psychology has on them, there is never one thing happening at any one time. There are typically several things happening. I mention this because, on the podcast, we have been doing a masterclass about Unlocking the Psychology of Customer Experience.
Lumoa
JUNE 28, 2024
Lumoa Product News for June 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Insights Summaries now show highlights We wanted you to feel like you could verify the parts of the summary that matter. if we claim that “fingerprint login” is something people are talking about, how much are they talking about it?
Cisco - Contact Center
JUNE 27, 2024
How should network engineers be thinking about and using AI right now, and what to could they expect for the future? Here, we focus on one surprising use case that I found to be a bit exciting: Using AI to peer review your work. Buckle up, and let's check it out.
Upstream Works
JUNE 24, 2024
Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post How AI Optimizes the Omnichannel CX Journey appeared first on Upstream Works.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
AWS Machine Learning
JUNE 24, 2024
This post is a continuation of Creating Natural Conversations with Amazon Lex QnAIntent and Amazon Bedrock Knowledge Base. In summary, we explored new capabilities available through Amazon Lex QnAIntent, powered by Amazon Bedrock , that enable you to harness natural language understanding and your own knowledge repositories to provide real-time, conversational experiences.
Help Scout
JUNE 27, 2024
When writing CSS, the most common formats we use for expressing a color are either a hex code or an RGB value. But are they the best way? Learn to see color as an artist with HSL.
Cisco - Contact Center
JUNE 25, 2024
Cisco, a leader in networking and cybersecurity solutions, introduced a range of new security incentives and promotions to maximize your profitability when selling Cisco Firewalls. Let's dive into our latest offerings.
VirtualPBX
JUNE 26, 2024
When deciding how to launch your small business, the conversation of LLC vs sole proprietor likely comes up in many arenas. From startup costs and taxes, to liability and access to capital, there are pros and cons to both avenues. Taxes as well as startup costs also vary by location. Business texting for LLCs vs sole proprietors is also a little different.
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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
AWS Machine Learning
JUNE 25, 2024
We are excited to announce the availability of the Jamba-Instruct large language model (LLM) in Amazon Bedrock. Jamba-Instruct is built by AI21 Labs, and most notably supports a 256,000-token context window, making it especially useful for processing large documents and complex Retrieval Augmented Generation (RAG) applications. What is Jamba-Instruct Jamba-Instruct is an instruction-tuned version of the Jamba base model, previously open sourced by AI21 Labs, which combines a production grade-mod
The Northridge Group
JUNE 28, 2024
Pros, Cons, and Considerations for Your Call Center In continuation from Part One, exploring the potential of voice biometrics in enhancing customer experiences, saving time, and mitigating fraud risks remains essential for contact centers. Real Savings: Recent studies highlight the significant time savings associated with voice biometrics. Manual authentication by agents in sectors like insurance or finance averages about 40 seconds per caller.
Cisco - Contact Center
JUNE 24, 2024
Announcing Cisco Workflows, which effortlessly scales across millions of endpoints worldwide while ensuring unmatched security and seamless integration with hybrid cloud environments. Leveraging our cloud connect technology, our platform automates operations across public cloud and on-premises assets, offering unparalleled flexibility and efficiency.
COPC
JUNE 24, 2024
Maintaining high customer experience (CX) standards determines survival in a competitive market, where customer loyalty is hard to earn and easy to lose. However, recent studies present a conflicting view of CX. Some research paints a grim picture of deteriorating service quality, while other studies found areas of significant improvement. This article explores these divergent findings, drawing comparisons to uncover the actual state of CX today.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
AWS Machine Learning
JUNE 25, 2024
Large language models (LLMs) enable remarkably human-like conversations, allowing builders to create novel applications. LLMs find use in chatbots for customer service , virtual assistants , content generation , and much more. However, the implementation of LLMs without proper caution can lead to the dissemination of misinformation , manipulation of individuals, and the generation of undesirable outputs such as harmful slurs or biased content.
Helpware
JUNE 26, 2024
The AI and Big Data Expo Conference, held annually in Santa Clara, California, has become a landmark event in the industry, drawing professionals from diverse sectors to explore the latest advancements in artificial intelligence and big data. This year's conference, which took place on June 05-06, 2024, was the second one I attended, and I was eager to witness the evolution and progress that had occurred since the 2023 edition.
Cisco - Contact Center
JUNE 24, 2024
Pelin Salem is a Radio Regulatory Technical Leader at Cisco who spearheaded an initiative that reduced testing time, improved energy efficiency, and reduced greenhouse gas (GHG) emissions. In our interview, she describes how collaboration is vital when developing new climate solutions.
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