Tethr

MARCH 6, 2024

Learn how to improve call center agent performance using conversation intelligence to inform agent coaching strategies.

Call Center 88

Call Center Coaching 88

Amplifai Coaching Category

MARCH 5, 2024

Discover the best call center gamification software for 2024. Boost agent engagement, performance, and customer satisfaction with our expert guide.

Gamification 52

Gamification Call Center 52

SQM Group

MARCH 5, 2024

Coaching isn't just about identifying areas for improvement; it's about cultivating a culture of continuous learning and development.

Coaching 94

Coaching Call Center 94

TCN

MARCH 6, 2024

Remember the days when call center customer service consisted of endless hold times? Thankfully, those. The post The Evolution of Call Center Software appeared first on TCN.

call center software 52

call center software Call Center Customer Service 52

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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

Zappix

MARCH 6, 2024

In the dynamic landscape of customer service, where convenience reigns supreme, businesses are increasingly turning to digital self-service tools to meet the evolving needs of their clientele. According to Destination CRM , a staggering 55% of Gen Z and Millennial consumers would opt to use a product or service less if they couldn’t resolve their issues through self-service channels.

Self service 52

Self service CRM Wait times Chatbots 52

ShepHyken

MARCH 5, 2024

In the past few months, I’ve been to several concerts. I’d say the entertainers were legends in the industry. Two of them were Bob Dylan and Ringo Starr (of the Beatles). Both are talented beyond words. They both have successful careers. They have both been inducted into the Rock and Roll Hall of Fame. It’s important for you to know this, just in case you don’t know who they are.

Entertainment 219

Entertainment Personalization Customer Service Customer Experience 219

Beyond Philosophy

MARCH 7, 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: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. However, the cost of AI talent, AI training, tuning, and refinement, as well as LLM consumption-based tokens at scale, begs the question, is Generative AI in CX a financially sound endeavor?

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

CCNG

MARCH 6, 2024

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? You are not alone. A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. Like an outsider looking in. When we read the line “Some companies are already making the most of blockchain technologies for more robust security and efficiency within financial transactions and data

Contact Center 195

Contact Center Calibration Analytics Interactive Voice Response 195

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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 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? How can businesses foster strong connections between their employees and the communities they serve?

Wireless 219

Wireless Finance Accountability Customer Experience 219

Beyond Philosophy

MARCH 8, 2024

Have you ever come across the Abilene Paradox? It’s when everyone agrees to do something that no one really wants to do. Jerry B. Harvey coined “The Abilene Paradox” based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought everyone else wanted to go, so they reluctantly agreed.

Construction 221

Construction Management 221

Callminer

MARCH 6, 2024

ChatGPT and generative AI have captured the attention of individuals and organizations alike. This blog explores the use of AI in data analytics to process, analyze, and derive insights.

Analytics 182

Analytics 182

The Northridge Group

MARCH 8, 2024

Every woman has a story to tell. Some read like a Shakespearian tragedy, some a Nora Jones romcom, while others mirror something more like a Harvard Business Review whitepaper. Whatever the story, there’s lessons to be taken and to be learned. As we celebrate International Women’s Day, we shine a light on four women of The Northridge Group, along with our fearless founder, Therese Fauerbach.

Consulting 138

Consulting Consulting Telecommunications Advertising 138

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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

MARCH 4, 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. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!

B2C 158

B2C Customer Service B2B Marketing 158

AWS Machine Learning

MARCH 4, 2024

Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be.

Benchmark 143

Benchmark Finance Engineering Enterprise 143

TechSee

MARCH 4, 2024

Enterprise leaders are constantly seeking innovative ways to improve their customer experience (CX), ideally while improving their bottom line. Generative AI is more than the hot trend of the year; it has the potential to improve and automate CX. However, the cost of AI talent, AI training, tuning, and refinement, as well as LLM consumption-based tokens at scale, begs the question, is Generative AI in CX a financially sound endeavor?

Enterprise 109

Enterprise Automotive Average Handle Time Metrics 109

IdeasUnlimited

MARCH 6, 2024

In the ever-evolving world of business, customer service stands as a pivotal pillar in building brand loyalty and ensuring customer satisfaction. This is where IdeasUnlimited, a leading provider of call center support services, carves its niche. With a decade-long history of excellence, IdeasUnlimited has been instrumental in transforming the customer service landscape for businesses worldwide.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 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

Cisco - Contact Center

MARCH 6, 2024

Talking to your Network Embarking on my journey as a network engineer nearly two decades ago, I was among the early adopters who recognized the transformative potential of network automation.

Engineering 105

Engineering 105

AWS Machine Learning

MARCH 7, 2024

Many customers, including those in creative advertising, media and entertainment, ecommerce, and fashion, often need to change the background in a large number of images. Typically, this involves manually editing each image with photo software. This can take a lot of effort, especially for large batches of images. However, Amazon Bedrock and AWS Step Functions make it straightforward to automate this process at scale.

APIs 135

APIs Entertainment Construction Advertising 135

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time.

Abandon rate 98

Abandon rate Chatbots Upselling Sales 98

ChurnZero

MARCH 7, 2024

If you’re a customer success leader in 2024, you’ve probably spotted the signs of stress among your CSMs over the last 18 months. You might be feeling the pressure too, and wondering if you’re the only manager affected. The good news is that you’re almost certainly not alone, suggests stress management and productivity coach Ryan Johansen—and that the sooner you understand this and take action, the faster you’ll learn to help yourself and your team manage stress better.

Management 94

Management Coaching Personalization 94

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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.

Cisco - Contact Center

MARCH 8, 2024

Data is the new fuel for business growth Data is at the heart of seemingly everything these days, from the smart devices in our homes to the mobile apps we use on the go every day.

Management 98

Management 98

AWS Machine Learning

MARCH 4, 2024

This post is co-written with Sherwin Chu from Alida. Alida helps the world’s biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation. Alida’s customers receive tens of thousands of engaged responses for a single survey, therefore the Alida team opted to leverage machine learning (ML) to serve their customers at scale.

Feedback 121

Feedback APIs Engineering Surveys 121

Playvox

MARCH 7, 2024

March 8th is International Women’s Day and represents a day of reflection, recognition, and celebration for women. On this day, we discuss efforts and struggles to overcome cultural barriers, reflect on how to work for equality, support women in the workplace, and recall the importance of human rights. It is a date of historical significance that builds momentum in diverse social, political, and cultural conversations.

Best practices 87

Best practices Surveys Consulting Consulting 87

Cyara

MARCH 5, 2024

Contact centers and unified communications (UC) services often rely on dual tone multi frequency (DTMF) for customer communications. As such, they need to know their calls are connecting properly and that customers can reach the correct departments.

Contact Center 76

Contact Center Interactive Voice Response Call Center 76

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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

Cisco - Contact Center

MARCH 5, 2024

Today, I am thrilled to share exciting changes to Cisco’s Executive Leadership Team that are designed to accelerate our innovation, drive greater simplicity, and double-down on our growth e… Read more on Cisco Blogs

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98

AWS Machine Learning

MARCH 6, 2024

In this post, we demonstrate how to efficiently fine-tune a state-of-the-art protein language model (pLM) to predict protein subcellular localization using Amazon SageMaker. Proteins are the molecular machines of the body, responsible for everything from moving your muscles to responding to infections. Despite this variety, all proteins are made of repeating chains of molecules called amino acids.

Scripts 118

Scripts Biotechnology Healthcare Accountability 118

Playvox

MARCH 5, 2024

One thing that’s certain is change. This definitely applies to customer needs and preferences, and contact centers are constantly striving to stay one step ahead of evolving customer requirements. A desire for instant-access self-service options is shifting how customers want to engage. Yet, should they need help with more complex issues, a knowledgeable, responsive agent should be ready to assist.

Quality management 78

Quality management Management Contact Center Coaching 78