Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. The subject of today’s episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluate Agent shared his thoughts on Quality Assurance and the problems organizations have regarding this area.

Customer centricity 221

Customer centricity Call Center Metrics Quality management 221

ShepHyken

MAY 13, 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. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have change

Customer Service 191

Customer Service Customer retention Metrics Advertising 191

Bill Quiseng

MAY 13, 2024

Your brand is not a result of your marketing actions. Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. World-class or no class. And if they’re not talking world-class or no class, they’re simply not talking about it all. So, when it comes to your customers and customer service, don’t be just good.

Marketing 148

Marketing Customer Service Customer Experience 148

AWS Machine Learning

MAY 17, 2024

Generative AI is a type of artificial intelligence (AI) that can be used to create new content, including conversations, stories, images, videos, and music. Like all AI, generative AI works by using machine learning models—very large models that are pretrained on vast amounts of data called foundation models (FMs). FMs are trained on a broad spectrum of generalized and unlabeled data.

APIs 134

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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

Beyond Philosophy

MAY 16, 2024

A Master Class Part 2: Unlocking the Psychology of Customer Experience 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: This issue is the second in an eight-part master class series unlocking the psychology of Customer Experience. In our last episode, you might recall that we covered some common cognitive shortcuts or heuristics that customers use in their decision-making.

Personalization 195

Personalization Customer Experience Management 195

MiaRec

MAY 11, 2024

In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover. Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes on an agent. The constant stress and lack of work-life balance can result in agent burnout.

Morale 105

Morale Contact Center Agent burnout Personalization 105

AWS Machine Learning

MAY 15, 2024

Crafting new questions for exams and quizzes can be tedious and time-consuming for educators. The time required varies based on factors like subject matter, question types, experience level, and class level. Multiple-choice questions require substantial time to generate quality distractors and ensure a single unambiguous answer, and composing effective true-false questions demands careful effort to avoid vagueness and assess deeper understanding.

Education 131

Education APIs Engineering Banking 131

Cisco - Contact Center

MAY 16, 2024

Learn how Cisco and Nutanix deliver operational ease, adaptability, and robust infrastructure through complete simplicity, complete flexibility, and complete resiliency delivered in the Cisco Compute Hyperconverged with Nutanix solution.

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Totango

MAY 17, 2024

Some believe AI is overhyped. Others think we are already in the midst of transformation. The reality is that most of us sit in the middle. A recent poll taken during the Higher Logic Super Forum SPARK conference in April says 61% of CS professionals sometimes use AI platforms alongside other systems, while 11% always leverage AI in various instances and workflows.

Accountability 98

Accountability Government Chatbots Engineering 98

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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

C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience.

Customer centricity 62

Customer centricity Personalization Sales Customer Service 62

AWS Machine Learning

MAY 15, 2024

ONNX is an open source machine learning (ML) framework that provides interoperability across a wide range of frameworks, operating systems, and hardware platforms. ONNX Runtime is the runtime engine used for model inference and training with ONNX. AWS Graviton3 processors are optimized for ML workloads, including support for bfloat16, Scalable Vector Extension (SVE), and Matrix Multiplication (MMLA) instructions.

Benchmark 131

Benchmark Scripts Engineering Management 131

Cisco - Contact Center

MAY 13, 2024

I am thrilled to see numerous talented and trailblazing Cisco colleagues featured in CRN's 2024 Women of the Channel List. These women are at the forefront of channel thought leadership, and their dedication to our partners' success is a testament to the exceptional caliber of our partner program.

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AnswerConnect

MAY 14, 2024

Considering a live chat answering service for your business? Here’s everything you need to know, from implementation to best practices to measuring success. The post Should your business invest in live chat answering services? appeared first on AnswerConnect Blog.

Answering services 98

Answering services Best practices Customer Support Customer Experience 98

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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

VirtualPBX

MAY 16, 2024

Simply put, when you or someone from your company makes a call, this is an outbound call , meaning the call is going out of your office or team space. In contrast, if someone calls you or someone in your company, this is an inbound call , meaning that it is coming in for someone at your company to answer. Call and contact centers make inbound and outbound calls, and most businesses will deploy a mix of both to optimize efforts and maximize efficacy.

Telemarketing 105

Telemarketing virtual call center call center professionals Technical Support 105

AWS Machine Learning

MAY 13, 2024

In part 1 of this blog series, we discussed how a large language model (LLM) available on Amazon SageMaker JumpStart can be fine-tuned for the task of radiology report impression generation. Since then, Amazon Web Services (AWS) has introduced new services such as Amazon Bedrock. This is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading artificial intelligence (AI) companies like AI21 Labs, Anthropic, Cohere, Meta, Stability AI, and Amazon throu

Healthcare 128

Healthcare Engineering APIs Benchmark 128

Cisco - Contact Center

MAY 15, 2024

Over the last 40 years, Cisco has built one of most sophisticated and extensive Go-to-Market (GTM) engines in the industry. Today, we are taking the next step in that mission.

Marketing 98

Marketing Engineering 98

Integrity Solutions

MAY 14, 2024

For many in sales, negotiation is one of the most challenging aspects of the job. More often than not, these salespeople approach negotiation as a win-or-lose endurance game, a contentious battle that pits two opposing sides against each other. “Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest.

Sales 97

Sales Construction Feedback Personalization 97

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

Lumoa

MAY 16, 2024

Before we begin, we’d like to set the expectations for you dear readers. We’re tackling a complex yet crucial topic in machine learning and AI development. And our goal? To make this intricate subject easy to understand for everyone, whether you’re an expert in the field or just starting to get curious. Here’s our promise: We’ll keep things as straightforward as possible.

Engineering 78

Engineering Banking Metrics Big data 78

AWS Machine Learning

MAY 15, 2024

Amazon Ads helps advertisers and brands achieve their business goals by developing innovative solutions that reach millions of Amazon customers at every stage of their journey. At Amazon Ads, we believe that what makes advertising effective is delivering relevant ads in the right context and at the right moment within the consumer buying journey. With that goal, Amazon Ads has used artificial intelligence (AI), applied science, and analytics to help its customers drive desired business outcomes

Advertising 127

Advertising APIs Engineering Benchmark 127

Cisco - Contact Center

MAY 15, 2024

Cisco Hypershield places security enforcements exactly where and when it’s needed, seamlessly at cloud speed and in highly distributed environments. Check out more of its key benefits here.

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Call Design

MAY 14, 2024

There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. Unfortunately, during my time as a Scheduler, these interactions were often few and far between. Thankfully Workforce Planning has evolved over the years, with a greater focus now on employee engagement rather than just maximising performance.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

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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.

Select VoiceCom Blog

MAY 17, 2024

Select VoiceCom is celebrating Mother’s Day this whole month of May, honoring our hardworking moms from different campaigns and departments with more than just a day of appreciation. In this month-long celebration, SVC prepared a simple treat to bring smiles to the faces of our 220 mom employees. We pampered our supermoms with chic gift bags of custom beauty must-haves—brushes, mirrors, and scrunchies—so they can always look fabulous despite their hectic schedules.

Call Center 85

Call Center Management 85

AWS Machine Learning

MAY 17, 2024

Today, we are excited to announce the Mixtral-8x22B large language model (LLM), developed by Mistral AI , is available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. You can try out this model with SageMaker JumpStart, a machine learning (ML) hub that provides access to algorithms and models so you can quickly get started with ML.

Benchmark 126

Benchmark APIs Personalization Enterprise 126

Cisco - Contact Center

MAY 15, 2024

Switching to a platform-based IT strategy can make growing a breeze, cutting through complexity and bolstering teamwork. It’s a smart, forward-thinking move that keeps things simple and sustainable.

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Call Design

MAY 14, 2024

There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. Unfortunately, during my time as a Scheduler, these interactions were often few and far between. Thankfully Workforce Planning has evolved over the years, with a greater focus now on employee engagement rather than just maximising performance.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

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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

SQM Group

MAY 16, 2024

Effective communication is the cornerstone of excellent customer service. Specifically, the ability to offer a genuine apology when things go wrong plays a crucial role in managing customer relationships and upholding the company's reputation.

Management 84

Management Customer Service 84

AWS Machine Learning

MAY 16, 2024

This post is co-written with HyeKyung Yang, Jieun Lim, and SeungBum Shim from LotteON. LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. LotteON operates various specialty stores, including fashion, beauty, luxury, and kids, and strives to provide a personalized shopping experience across all aspects of customers’ lifestyles.

Personalization 119

Personalization APIs Scripts Technical Support 119

Cisco - Contact Center

MAY 17, 2024

Secure Client Management capabilities aren’t going away with the SecureX EOL, the functionality is simply migrating to the Cisco Security Cloud Control service.

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Management 98