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 109

Coaching Call Center 109

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

Advertiser: ZoomInfo

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.

Sales

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 Interactive Voice Response Analytics 195

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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.

Cloud contact

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

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 145

Benchmark Finance Engineering Enterprise 145

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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.

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

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

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 110

Abandon rate Chatbots Upselling Sales 110

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 142

APIs Entertainment Construction Advertising 142

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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.

Contact Center

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

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

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 136

Feedback APIs Engineering Surveys 136

Advertiser: ZoomInfo

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!

Marketing

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

92

92

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 7, 2024

Discover how Project Gamma and AI validation is improving number testing with more accurate results, reduced resolution time and enhanced CX.

Chatbots 76

Chatbots 76

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 128

Scripts Biotechnology Healthcare Accountability 128

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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.

Wait times

Cisco - Contact Center

MARCH 8, 2024

Join us as we dive deeper into Cisco and Cisco partner technology deployed at the Cisco Store!

Technology 87

Technology Management 87

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

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