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I’m obsessed with AI at the moment. Luckily, the rest of the world seems to be, also. One area that will feel the influence of AI keenly is customer market research. I thought we could discuss this here today since it likely affects many of you readers, too. A recent article by Qualtrics, “ AI Will Reinvent the Market Research Industry ,” had a couple of stats I wanted to share with you today, which include: 83% of researchers see AI as an industry opportunity, and 7% see it as a threat. 2
Creating an effective AI strategy for your contact center is essential for driving growth and fostering innovation. Artificial intelligence has the potential to improve service delivery, optimize agent performance, and streamline internal processes. However, navigating the rapidly evolving AI environment can be challenging. By Nick Morris, Senior Director of Data Analytics, LiveVox To ensure your […] The post Developing an Agile and Future-Proof AI Strategy for Your Contact Center appeared
Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity.
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.
In the dynamic landscape of customer success , navigating the evolving role of Customer Success Managers (CSMs) is both an art and a science. As a certified CS professional with over eight years of experience, I’ve witnessed the remarkable transformation of the CS function and the pivotal role of CSMs within various organizations. Today, I’m excited to share insights and perspectives on this ever-evolving journey through the CSM’s lens.
In today’s digital age, where automation and AI rapidly transform industries, the human touch remains irreplaceable. This is especially true in the realm of customer service, where call center agents play a pivotal role.
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In today’s digital age, where automation and AI rapidly transform industries, the human touch remains irreplaceable. This is especially true in the realm of customer service, where call center agents play a pivotal role.
If I asked 10 people who they thought could be planet Earth’s most customer-centric company, I bet a majority would have the same answer. I’ll share that company’s name at the end of this article. For now, you can guess. Cindy, from my office, had a customer service issue. Here are the steps she took to resolve the problem: She went to the company’s website and clicked on customer support.
Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an organization and what you stand for. Then, it is reinforced daily throughout the organization through empowerment and recognition. Creating an organization’s positive and supportive culture is key to delivering extraordinary experiences.
Today’s users have very high expectations regarding the quality they expect when they make a call, whether that be through voice or video. Unfortunately, however, there are a wide variety of issues that can occur and affect their experience. And this includes packet loss.
Generative AI is extremely powerful, but when it comes to TCO it’s important to understand the implications of building your own AI-powered conversation intelligence solution vs. licensing one.
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.
This year has undeniably been dominated by the rise of AI, bringing both positive and negative outcomes. We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. Mead envisions that AI will significantly reduce customer effort in their experiences.
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 Centricity: How to Always Put the Customer First by Fernanda Alvarez Pineiro (Startups.co.uk) If the words “customer is King” have recently graced your LinkedIn feed with their presence or starred in your recent business conversations, you are probably attuned to
Artificial intelligence (AI) is one of the most transformational technologies of our generation and provides opportunities to be a force for good and drive economic growth. The growth of large language models (LLMs), with hundreds of billions of parameters, has unlocked new generative AI use cases to improve customer experiences, boost employee productivity, and so much more.
The experience your customers have with your customer service center can have positive and negative impacts. Read this blog to learn how what customers expect our of their contact center experience.
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.
The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. One realm set for a profound AI makeover is customer market research—a topic worth diving into since it’s likely on many of your radars too. Exciting or nerve-wracking—depends on which way you look at it.
Customers are faced with increasing security threats and vulnerabilities across infrastructure and application resources as their digital footprint has expanded and the business impact of those digital assets has grown. A common cybersecurity challenge has been two-fold: Consuming logs from digital resources that come in different formats and schemas and automating the analysis of threat findings based on those logs.
We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These awards reflect superior engagement and commitment from our users, who continue to highlight and share the key aspects of Totango and our software they find most beneficial. The best of both worlds: unmatched enterprise-grade implementation and usability The G2 Winter 2024 reports ranked Totango as the number one customer success softwa
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.
As 2023 comes to a close, now is the time to reflect on wins and losses from throughout the year. Maybe you had a banner year—or maybe you’re celebrating just getting through turbulent times. Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd.
Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.
This post was written in collaboration with Ankur Goyal and Karthikeyan Chokappa from PwC Australia’s Cloud & Digital business. Artificial intelligence (AI) and machine learning (ML) are becoming an integral part of systems and processes, enabling decisions in real time, thereby driving top and bottom-line improvements across organizations. However, putting an ML model into production at scale is challenging and requires a set of best practices.
As we eagerly approach the climax of our countdown, the air is charged with anticipation. In these final days, we’re thrilled to unveil the countdown with game-changing features, particularly the revolutionary Advanced Call Reports. This culmination promises unmatched insights into call patterns, customer sentiments, and agent performance, empowering you to optimize your communication strategies like never before.
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!
It’s a balancing act to seamlessly navigate patient care alongside the demands of healthcare administration. On the one hand centering patient experience and delivering exceptional care is paramount, but the reality of integrating all of the tools necessary to be able to make those exceptional experiences a reality poses a not-so-small challenge. Here we delve […] The post Healthcare Analysis in 2024: Leveraging AI and Cloud Contact Centers for Optimized Patient Experience and Engagement a
Today we are excited to announce that the Llama Guard model is now available for customers using Amazon SageMaker JumpStart. Llama Guard provides input and output safeguards in large language model (LLM) deployment. It’s one of the components under Purple Llama, Meta’s initiative featuring open trust and safety tools and evaluations to help developers build responsibly with AI models.
When The CEO Views magazine honored Skybridge as one of the year’s most influential companies, they asked our CEO, Andrew Bosko , to describe how our people-first values and technology vision are winning over North America’s most CX-driven brands. Read What He Said Find out how Skybridge Americas can help you delight your customers and grow your business.
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.
So often, we listen to respond. We’re waiting for the other person to finish talking so we can tell them what we know. Effective sales conversations, however, are rooted in a mindset of listening to understand. Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches.
… Reducing clinicians’ cognitive load to focus on their well-being Read More » The post Reducing clinicians’ cognitive load to focus on their well-being appeared first on What’s Next blog.
Generative AI agents are capable of producing human-like responses and engaging in natural language conversations by orchestrating a chain of calls to foundation models (FMs) and other augmenting tools based on user input. Instead of only fulfilling predefined intents through a static decision tree, agents are autonomous within the context of their suite of available tools.
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