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 136

Chatbots Scripts Enterprise Technology 136

SQM Group

OCTOBER 2, 2024

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

Call Center 91

Call Center 91

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?

Call Center 52

Call Center Customer Experience Interactive Voice Response Average Handle Time 52

Advertiser: ZoomInfo

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

Enterprise

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 240

Customer Experience Chatbots Self service Contact Center 240

AWS Machine Learning

OCTOBER 2, 2024

Large enterprises are building strategies to harness the power of generative AI across their organizations. However, scaling up generative AI and making adoption easier for different lines of businesses (LOBs) comes with challenges around making sure data privacy and security, legal, compliance, and operational complexities are governed on an organizational level.

Government 127

Government APIs Enterprise Best practices 127

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

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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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

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 234

Customer Service Customer Experience Personalization Management 234

AWS Machine Learning

OCTOBER 2, 2024

Personalization can improve the user experience of shopping, entertainment, and news sites by using our past behavior to recommend the products and content that best match our interests. You can also apply personalization to conversational interactions with an AI-powered assistant. For example, an AI assistant for employee onboarding could use what it knows about an employee’s work location, department, or job title to provide information that is more relevant to the employee.

Personalization 119

Personalization APIs Enterprise Entertainment 119

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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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 93

Chatbots Advertising Surveys Personalization 93

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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

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 209

Customer Service Surveys Customer Experience Marketing 209

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 100

Engineering APIs Accountability Personalization 100

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 93

Cloud contact Average Handle Time Analytics Customer centricity 93

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

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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

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 166

Customer Experience Chatbots Self service Contact Center 166

AWS Machine Learning

OCTOBER 2, 2024

Building intelligent agents that can accurately understand and respond to user queries is a complex undertaking that requires careful planning and execution across multiple stages. Whether you are developing a customer service chatbot or a virtual assistant, there are numerous considerations to keep in mind, from defining the agent’s scope and capabilities to architecting a robust and scalable infrastructure.

Best practices 97

Best practices APIs Metrics Accountability 97

Cisco - Contact Center

OCTOBER 2, 2024

With effective monitoring into endpoint activity, threats to the network can be detected and neutralized before causing extensive damage.

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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

Advertiser: ZoomInfo

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

Sales

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 78

Feedback Analytics Accountability Management 78

AWS Machine Learning

OCTOBER 2, 2024

This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Adrian Boeh, Senior Data Scientist – NAM AI, from Schneider Electric. Schneider Electric is a global leader in the digital transformation of energy management and automation. The company specializes in providing integrated solutions that make energy safe, reliable, efficient, and sustainable.

Engineering 96

Engineering Sales APIs Technology 96

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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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

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

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

AWS Machine Learning

OCTOBER 1, 2024

Over the last 18 months, AWS has announced more than twice as many machine learning (ML) and generative artificial intelligence (AI) features into general availability than the other major cloud providers combined. This accelerated innovation is enabling organizations of all sizes, from disruptive AI startups like Hugging Face, AI21 Labs, and Articul8 AI to industry leaders such as NASDAQ and United Airlines, to unlock the transformative potential of generative AI.

Airlines 96

Airlines Engineering Marketing Enterprise 96

Cisco - Contact Center

OCTOBER 1, 2024

Passwords are a problem and it’s hard to make a good one. So what can you do? Make them long, make them random, and maybe use a password manager.

Management 80

Management 80