TechSee

OCTOBER 2, 2024

At first glance, chatbots and Agentic AI may seem similar—both engage with users and provide automated responses. However, fundamental differences set Agentic AI apart from traditional chatbots, even those powered by large language models (LLMs). Let’s unpack these new technologies. If there were an MMA match, chatbots vs. agentic AI, where would each of them excel, or how would their approaches to your CX challenges differ?

Chatbots 124

Chatbots Scripts Enterprise Technology 124

SQM Group

OCTOBER 2, 2024

7 actionable tips to boost the competency of your call center agents.

Call Center 92

Call Center 92

CCNG

OCTOBER 2, 2024

Discover how poorly managed contact center QA programs can lead to significant fines and legal actions. This article is the second in a series exploring the risks of substandard contact center QA practices. Avoiding Compliance Pitfalls: How Robust Contact Center QA Can Protect Your Business As a Contact Center Quality Leader in a regulated industry, I quickly learned to appreciate the extensive reach of the law.

Contact Center 195

Contact Center CCNG Healthcare Banking 195

Calltools

OCTOBER 2, 2024

Offering a great customer experience (CX) is a key for any successful business. But delivering excellent CX can be challenging and costly. For call centers, it takes ongoing tool evaluations, training programs, and fine-tuned processes to deliver a fantastic experience for customers while keeping expenses low and staff spirits high. So, how can you guarantee customer satisfaction at the end of every call?

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Call Center Customer Experience Interactive Voice Response Average Handle Time 52

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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

TCN

OCTOBER 2, 2024

With so many distractions in today’s contact center environment, the already-difficult challenge of maintaining agent engagement and efficiency has grown all the more difficult. But without engaged agents, both your customer satisfaction and your overall business success can suffer. But the good news is there are strategies to keep your contact center agents motivated, supported […] The post How to Keep Your Contact Center Agents Engaged and Efficient appeared first on TCN.

Contact Center 52

Contact Center Analytics 52

ShepHyken

OCTOBER 1, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences? Can AI be utilized effectively in smaller companies with limited budgets? How does AI improve efficiency and productivity for customer service teams? What is the impact of AI on employee retention?

Customer Experience 224

Customer Experience Chatbots Self service Contact Center 224

TechSee

SEPTEMBER 30, 2024

In today’s tech-savvy world, customer expectations for service efficiency are higher than ever. Traditional support methods are struggling to keep pace with rising demands, but visual service and artificial intelligence (AI) are stepping up to transform customer experiences (CX) across various industries. In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics indu

Automotive 109

Automotive First call resolution Healthcare Scripts 109

Bill Quiseng

OCTOBER 3, 2024

In their book, The Experience Economy, Joseph Pine and James Gilmore define that “Work is theater and every business a stage.” If you were an actor delivering a great live theatrical performance, the audience becomes wrapped up in the experience and as they walk out of the theater, they are telling their friends that it was the best thing that they’ve enjoyed in a long time.

Airlines 88

Airlines Scripts Customer Experience Personalization 88

Beyond Philosophy

OCTOBER 3, 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: One of our podcast listeners has a pickle. Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them.

Call Center 221

Call Center Technology CRM Management 221

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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

OCTOBER 1, 2024

If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. This special week was created in the 1980s when the International Customer Service Association suggested that organizations should recognize the employees who create the experience that gets customers to say, “I’ll be back.

Customer Service 219

Customer Service Customer Experience Personalization Management 219

Cisco - Contact Center

OCTOBER 3, 2024

With cyber threats on the rise and the start of Cybersecurity Awareness Month, it couldn’t be a better time to elevate your skill set to meet attacks head-on—and defend, detect, and protect your data and networks.

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Connect

SEPTEMBER 30, 2024

By Charlene George, Sales Director at Connect SA Amid the intense competition of today’s market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle. Crafting a frictionless customer journey, characterised by ease of use, seamless interactions across channels, and memorable customer service that delights, is the cornerstone of customer satisfaction and loyalty.

Cloud contact 102

Cloud contact Average Handle Time Analytics Customer centricity 102

Lumoa

OCTOBER 1, 2024

content Lumoa Product News for August 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! Actionable Insights have been overhauled! We originally offered lots of different Insights types, but we received long term feedback that customers were unsure of the differeneces between the Insights, and when one would be more applicable than the other

Feedback 83

Feedback Analytics Accountability Management 83

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

ShepHyken

SEPTEMBER 30, 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. CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes.

Customer Service 196

Customer Service Surveys Customer Experience Marketing 196

Cisco - Contact Center

OCTOBER 3, 2024

Discover how the University of Western Australia transformed its network infrastructure to enhance student experiences, secure research data, streamline operations, ensure cybersecurity compliance, and promote sustainability amidst unprecedented challenges.

Education 98

Education 98

Joe Rawlinson

OCTOBER 2, 2024

You provide company cars to employees for a specific reason: they should use the vehicles to complete the required work tasks. For example, you run a delivery business, and you provide cars, vans, and trucks for drivers to load up and take orders to customers. You could also have some company cars for people to drive to meetings as a way of keeping up appearances.

Personalization 78

Personalization Best practices Surveys Technology 78

delighted

OCTOBER 3, 2024

Ecommerce trends significantly influence online shopping, affecting everything from where potential customers discover your products or services to how they engage with your brand. Understanding these emerging trends can help you pinpoint areas of your strategy that may need updates to remain competitive. From artificial intelligence to augmented reality, social media shopping to subscriptions, here are the 10 trends shaping online retail right now: Artificial intelligence is transforming the on

Chatbots 85

Chatbots Advertising Surveys Personalization 85

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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.

ShepHyken

OCTOBER 1, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences? Can AI be utilized effectively in smaller companies with limited budgets? How does AI improve efficiency and productivity for customer service teams? What is the impact of AI on employee retention?

Customer Experience 162

Customer Experience Chatbots Self service Contact Center 162

Cisco - Contact Center

OCTOBER 3, 2024

Celebrate National Techies Day with Cisco! Discover how our Solution Engineers bridge the gap between cutting-edge technology and real-world needs, sharing their inspiring stories and innovative solutions.

Engineering 98

Engineering Technology 98

AWS Machine Learning

OCTOBER 4, 2024

In the generative AI era, agents that simulate human actions and behaviors are emerging as a powerful tool for enterprises to create production-ready applications. Agents can interact with users, perform tasks, and exhibit decision-making abilities, mimicking humanlike intelligence. By combining agents with foundation models (FMs) from the Amazon Titan in Amazon Bedrock family, customers can develop multimodal, complex applications that enable the agent to understand and generate natural languag

Engineering 87

Engineering APIs Accountability Personalization 87

Outsource Consultants

OCTOBER 3, 2024

Nestled in Central America, Guatemala is a country rich in history, culture, and natural beauty. Bordering Mexico to the north and Belize to the east, Guatemala offers a unique blend of Mayan heritage and Spanish colonial influence. Beyond its cultural significance, Guatemala is emerging as a compelling destination for outsourcing. With a growing pool of skilled talent, competitive labor costs, and a favorable business environment, this Central American nation is attracting the attention of glob

Call Center 67

Call Center Bilingual agents outsourcing Government 67

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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.

Customer Experience

24-7 InTouch

OCTOBER 3, 2024

Engaging with online reviews holds immense value for brands to foster connections and establish a positive reputation with their customers. It is through these responses that trust is built, loyalty is nurtured, and authenticity is showcased. However, many brands struggle to keep up with the sheer volume of reviews while maintaining personalization and consistency—critical components of a strong online presence.

Personalization 69

Personalization Metrics Customer Experience Customer Service 69

Cisco - Contact Center

SEPTEMBER 30, 2024

On the first night of BlackHat USA, I made conversation with a few friendly penetration testers who were perplexed when I told them I was a developer. Why would I be at a cybersecurity conference? …What was I hoping to get out of it?

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AWS Machine Learning

OCTOBER 1, 2024

Amazon Monitron , the Amazon Web Services (AWS) machine learning (ML) service for industrial equipment condition monitoring, will no longer be available to new customers effective October 31, 2024. Existing customers of Amazon Monitron will be able to purchase devices and use the service as normal. We will continue to sell devices until July 2025 and will honor the 5-year device warranty, including service support.

Engineering 86

Engineering Consulting Consulting Accountability 86

C3Centricity

OCTOBER 1, 2024

Inspiration for Customer Experience (CX) excellence can come from the most unexpected places. As business leaders, we know that keeping an open mind and learning from every occurrence is crucial to improving our own practices. Recently, I had an eye-opening experience that reinforced this lesson in a way I hadn’t anticipated. After the holiday season, I found myself grappling with severe lower back pain, which escalated into a medical ordeal that spanned hospital stays, emergency surgeries, and

Personalization 62

Personalization Customer Experience Healthcare CRM 62

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.

Customer Experience

24-7 InTouch

SEPTEMBER 30, 2024

Tegucigalpa, Honduras – September 30, 2024 – IntouchCX, a global leader in customer experience and technology solutions, hiring over 850 bilingual (English and Spanish) customer service positions in Honduras this year. This expansion includes team leaders and operations manager roles, fueling the company’s rapid growth. Founded in Canada in 2000, IntouchCX employs over 25,000 people across 24 campuses in 14 countries, with more than 1,200 team members in Tegucigalpa and 500 in San Pedro Sula.

Customer Service 64

Customer Service Education Technology Management 64

Cisco - Contact Center

OCTOBER 3, 2024

See how Cisco's efforts in EMEA are making changes for some people directly affected by the war in Ukraine. Learn more about The Opportunity Platform today!

Customer Experience 97

Customer Experience 97

AWS Machine Learning

OCTOBER 3, 2024

Generative AI models can produce information on a wide range of topics, but their application brings new challenges. These include maintaining relevance, avoiding toxic content, protecting sensitive information like personally identifiable information (PII), and mitigating hallucinations. Although foundation models (FMs) on Amazon Bedrock offer built-in protections, these are often model-specific and might not fully align with an organization’s use cases or responsible AI principles.

APIs 83

APIs Real estate Best practices Personalization 83