Calltools

APRIL 3, 2024

Technology and customer expectations have changed a lot over the last few years. Take some time to learn about the contact center trends for 2024 that will put your team on the path to success. Focus on Customer Care All of the contact center trends you adopt should ultimately improve customer care. It’s very difficult to remain competitive until you have managers, agents, tools, and strategies working together to improve every customer’s experience.

Contact Center 52

Contact Center Interactive Voice Response Agent Empowerment Self service 52

Brad Cleveland Blog

APRIL 3, 2024

Understanding what customers want is essential to building an effective customer service strategy. In turn, effective strategy will help you meet or exceed those expectations. Customer expectations evolve and sometimes that happens very quickly. The experiences that customers have with … Continue reading → The post What Do Your Customers Want?

Customer Service 49

Customer Service Contact Center Call Center Customer Experience 49

NobelBiz

APRIL 2, 2024

Are customers becoming more and more demanding with time? With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Tethr

APRIL 3, 2024

Discover the power of speech analytics. Explore its significance and its potential to transform your business insights.

Analytics 91

Analytics Contact Center 91

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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

Vistio

APRIL 1, 2024

Delivering outstanding customer experiences requires highly skilled and well-trained agents who can navigate complex interactions. But when it comes to honing these essential skills, the conventional classroom-based training model may not be sufficient to prepare agents for the diverse and demanding challenges they face daily. Instead, companies must look to innovative contact center technology solutions like Vistio, which offers next-best-action guidance and automation, to prepare their custome

Accountability 52

Accountability Customer Service Contact Center Morale 52

NobelBiz

APRIL 1, 2024

We are overjoyed to inform that our business has just received G2 badges in the Fall report ! We are extremely proud of this recognition, which is a testament to our dedication to offering our clients top-notch goods and services. We would like to take this chance to thank each and every one of our clients who cast a vote for us in the G2 Fall report.

Call Center 52

Call Center Contact Center Marketing 52

Nuance

APRIL 2, 2024

Explore our perspective on OpenAI’s Voice Engine and its potential impact on voice biometric security. Learn how Nuance Gatekeeper’s anti-spoofing technology ensures robust authentication.

Engineering 97

Engineering Technology 97

Callminer

APRIL 3, 2024

Read this blog to learn what it takes to operationalize artificial intelligence (AI) in contact centers and beyond, focusing on the significance of workflows and how they can help drive ROI.

Contact Center 182

Contact Center 182

Beyond Philosophy

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. Organizations must uncover these hidden motivations to serve their customers better. The “Jobs to Be Done” framework, popularized by Clayton Christensen at Harvard Business School, provides a lens through which to view customer motivations.

Customer emotions 221

Customer emotions Marketing Customer Experience Management 221

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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

ShepHyken

MARCH 31, 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. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 223

Government Customer Service B2B B2C 223

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.

Self service 124

Self service Consulting Consulting Contact Center 124

AWS Machine Learning

APRIL 5, 2024

Amazon Rekognition makes it easy to add image and video analysis to your applications. It’s based on the same proven, highly scalable, deep learning technology developed by Amazon’s computer vision scientists to analyze billions of images and videos daily. It requires no machine learning (ML) expertise to use and we’re continually adding new computer vision features to the service.

APIs 130

APIs Advertising Enterprise Technology 130

Beyond Philosophy

APRIL 4, 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: I have been ghosted. I find this strange since I am married and have been for decades. However, ghosting happens in other arenas, too. It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return.

Personalization 150

Personalization Sales Feedback Technology 150

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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

ShepHyken

APRIL 1, 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. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 209

Government Customer Service B2B B2C 209

TechSee

APRIL 1, 2024

TechSee is off to a strong start in 2024, leveraging the latest AI advancements to significantly improve CX automation. Our exciting suite of self-service solutions, powered by MultiSensory and Conversational AI promises to revolutionize customer service. From simplifying support interactions to personalizing the experience, TechSee’s new offerings aim to elevate customer satisfaction while reducing costs to record lows.

Self service 109

Self service Consulting Consulting Contact Center 109

AWS Machine Learning

APRIL 1, 2024

This is a guest post co-written with Meta’s PyTorch team and is a continuation of Part 1 of this series, where we demonstrate the performance and ease of running PyTorch 2.0 on AWS. Machine learning (ML) research has proven that large language models (LLMs) trained with significantly large datasets result in better model quality. In the last few years, the size of current generation models has increased significantly, and they require modern tools and infrastructure to be trained efficiently and

Scripts 129

Scripts Engineering Metrics Management 129

MiaRec

MARCH 30, 2024

CX Today | MiaRec CX Today’s Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Ortiz, Technology Sales Manager at MiaRec , who put the demo together, to go through some of the video’s key talking points. What benefits can companies expect by implementing your solution? How long will it take businesses to set this up in their contact centers?

Analytics 105

Analytics Contact Center Sales Technology 105

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

delighted

APRIL 1, 2024

Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions. Without evidence of what worked and what didn’t at your event, it’s much more difficult to plan future events that your stakeholders want to attend.

Surveys 100

Surveys Feedback Best practices Construction 100

Cisco - Contact Center

APRIL 4, 2024

It’s time to expand your multicloud expertise. According to the Cisco 2022 Global Hybrid Cloud Trends Report , 93 percent of organizations already operate in multicloud environments.

98

98

AWS Machine Learning

APRIL 3, 2024

The rise of contextual and semantic search has made ecommerce and retail businesses search straightforward for its consumers. Search engines and recommendation systems powered by generative AI can improve the product search experience exponentially by understanding natural language queries and returning more accurate results. This enhances the overall user experience, helping customers find exactly what they’re looking for.

Engineering 124

Engineering Accountability Education Metrics 124

AnswerConnect

APRIL 2, 2024

Considering hiring an answering service for your small business? Check out our guide to learn how it works and make the best choice for your business. The post How to choose the best answering service for your small business [with checklist] appeared first on AnswerConnect Blog.

Answering services 98

Answering services Customer Service 98

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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.

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Would everyone have the same goal, or would it vary from team to team? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 91

Sales Upselling Accountability SaaS 91

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. A higher CSAT score not only reflects happier customers but also drives loyalty, positive word-of-mouth, and increased revenue potential.

Wait times 97

Wait times Feedback CRM Surveys 97

AWS Machine Learning

APRIL 2, 2024

This blog post is co-written with Hwalsuk Lee at Upstage. Today, we’re excited to announce that the Solar foundation model developed by Upstage is now available for customers using Amazon SageMaker JumpStart. Solar is a large language model (LLM) 100% pre-trained with Amazon SageMaker that outperforms and uses its compact size and powerful track records to specialize in purpose-training, making it versatile across languages, domains, and tasks.

Scripts 121

Scripts Education Engineering Technology 121

Cisco - Contact Center

APRIL 1, 2024

Blockchain technology has experienced remarkable adoption in recent years, driven by its use across a broad spectrum of institutions, governments, retail investors, and users.

Government 98

Government Technology 98

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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

ChurnZero

APRIL 1, 2024

This is a guest post by Todd Busler, CEO of Champify. When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Rarely are teams thinking about the impact on new logo pipeline. This is a missed opportunity. TrustRadius found that 72% of buyers use their past experiences to inform their buying decisions.

B2B 92

B2B SaaS Sales Accountability 92

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

AWS Machine Learning

APRIL 2, 2024

In 2023, AWS announced an expanded collaboration with Hugging Face to accelerate our customers’ generative artificial intelligence (AI) journey. Hugging Face, founded in 2016, is the premier AI platform with over 500,000 open source models and more than 100,000 datasets. Over the past year, we have partnered to make it effortless to train, fine-tune, and deploy Hugging Face models using Amazon SageMaker , AWS Trainium , and AWS Inferentia.

Accountability 108

Accountability Marketing Personalization Management 108