3CLogic
JANUARY 9, 2024
You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." According to IDC research, most customers will not interact with businesses that aren’t contextually aware. To stay competitive, you need to meet your customers' expectations by addressing their specific concerns in a personalized way.
SharpenCX
JANUARY 9, 2024
Flip the script on bad customer experiences. Learn how Sharpen is driving better outcomes by creating contact centers people love.
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DMG Consulting
JANUARY 8, 2024
Why is there shrinkage in the contact center? Donna Fluss covers the unplanned reasons there is shrinkage in the contact center. The post Why is there shrinkage in the contact center? appeared first on DMG Consulting.
MiaRec
JANUARY 8, 2024
In 2023, contact center leaders caught the Artificial Intelligence (AI) bug, realizing the many benefits that Conversational and Generative AI can bring. According to Gartner , the "global conversational AI and virtual assistant market represents the fastest-growing segment in the contact center forecast, helping to spur 24% growth in 2024." Furthermore, the report explains that contact center decision makers are planning to invest heavily in conversational AI as they are trying to reduce the re
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Toister Performance Solutions
JANUARY 11, 2024
Your customer struggles to describe the problem over the phone. "The doohickey won't connect with the thingamajig," they stammer. Their words don't make sense. You try to walk them through some diagnostics. It's equally muddled. The customer can’t see something that should be right in front of them. Are you two even looking at the same thing? This would be so much easier if you were face-to-face.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Playvox
JANUARY 11, 2024
Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. We try different serums and potions, yet somehow wake up with new wrinkles. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).
Brad Cleveland Blog
JANUARY 11, 2024
Recently, Blake Morgan invited me to be a guest on her podcast. I’ve admired the work Blake has done for years and was excited to have the chance to sit down with her to discuss customer experience, contact centers, and the future. We discussed the … Continue reading → The post The Contact Center of the Future’s Role in Customer Experience appeared first on Brad Cleveland.
Beyond Philosophy
JANUARY 11, 2024
I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. It’s habitual, and breaking it would be difficult for anyone. But not impossible. Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level.
FluentStream
JANUARY 8, 2024
Organizations establish call centers for several reasons that all tie back to organizational growth and success. The motivation may be to improve customer satisfaction, resolve concerns faster, maximize sales opportunities, or gather feedback to enhance products or services. Oftentimes, it’s. Read More The post Did You Know: Accidental Call Centers are Available On-Demand appeared first on FluentStream.
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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.
ShepHyken
JANUARY 10, 2024
I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement. On the day of departure, I was dropped off at the airport and went directly to the ticket counter.
Lumoa
JANUARY 8, 2024
So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI).
Beyond Philosophy
JANUARY 12, 2024
Per Statista , the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it’s supposed to rise to $48 billion by the end of this year. But wait, there’s more. Messente , a dedicated business messaging platform, notes the surge in package delivery scams. TransUnion’s published a study that unveiled a staggering 1500% spike in shipping fraud between 2019 and 2021, likely spurred by the flourishing ecommerce landscape and th
AWS Machine Learning
JANUARY 11, 2024
The PGA TOUR continues to enhance the golf experience with real-time data that brings fans closer to the game. To deliver even richer experiences, they are pursuing the development of a next-generation ball position tracking system that automatically tracks the position of the ball on the green. The TOUR currently uses ShotLink powered by CDW, a premier scoring system that uses a complex camera system with on-site compute, to closely track the start and end position of every shot.
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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.
ShepHyken
JANUARY 8, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How does AI play a role in streamlining repetitive tasks? What types of customer support tickets can be automated with the help of AI? How are large companies incorporating AI into their customer support platforms? What is the impact of AI automating simpler customer support tasks?
Steve DiGioia
JANUARY 11, 2024
IRS Implements 1099-K Reporting Requirement for Payment Apps in 2024, Targeting More Accurate Financial Disclosures In 2024, the IRS is set to implement the long-expected 1099-K revealing prerequisite for outsider installment applications, like PayPal, Venmo, Money Application, or Zelle. At first scheduled for 2022, this standard orders detailing profit more than $600 to the IRS; notwithstanding, announcing will apply just to pay surpassing $5,000 for the impending year.
Momentum Telecom
JANUARY 9, 2024
Transaction Accelerates Momentum’s Strategy to Expand its Global Voice and Managed Network Footprint ATLANTA- January 09, 2024 – Momentum, a leading global managed services provider, today announced the successful close of its acquisition of Horizon Telecom , a Netherlands-based global next-gen managed service provider. This acquisition reinforces Momentum’s commitment to providing comprehensive global solutions and further establishes its position as a leader in the communications industry.
AWS Machine Learning
JANUARY 9, 2024
Amazon Q is a new generative AI-powered application that helps users get work done. Amazon Q can become your tailored business expert and let you discover content, brainstorm ideas, or create summaries using your company’s data safely and securely. You can use Amazon Q to have conversations, solve problems, generate content, gain insights, and take action by connecting to your company’s information repositories, code, data, and enterprise systems.
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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.
ShepHyken
JANUARY 7, 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. Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoi
ConvergeOne
JANUARY 9, 2024
We took this event seriously, and that’s a big reason why we made this a two-day session during the normal workweek. Taking off two full days of work is not the easiest thing to do, but it was important to us, so we made it happen. Here’s how it worked.
SQM Group
JANUARY 11, 2024
Agent Self-Service can reduce workforce management, which can be cumbersome and take up time that could otherwise be put towards agent training or team development.
AWS Machine Learning
JANUARY 9, 2024
With the rapid adoption of generative AI applications, there is a need for these applications to respond in time to reduce the perceived latency with higher throughput. Foundation models (FMs) are often pre-trained on vast corpora of data with parameters ranging in scale of millions to billions and beyond. Large language models (LLMs) are a type of FM that generate text as a response of the user inference.
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NobelBiz
JANUARY 9, 2024
Effective communication is pivotal for the business landscape. Companies compare Primary Rate Interface (PRI) and Session Initiation Protocol (SIP) to find technologies that enhance communication while ensuring cost-efficiency and scalability. Understanding the applicability of these technologies is crucial for informed decision-making. The choice between PRI and SIP should consider specific communication needs, infrastructure, and future goals.
Totango
JANUARY 10, 2024
Our leadership team embraces a culture of ‘listen and learn,’ redefining how we share and act on customer insights. We’re more inclined to work proactively together versus being reactive and defensive. Madhavi Bezwada, VP of Client Success at Waystar. What could your organization accomplish if your workplace embraced a culture of listening and learning from one another rather than being siloed off and defensive?
VirtualPBX
JANUARY 11, 2024
As we joyfully welcome the promising dawn of the 2024 New Year, we celebrate the remarkable strides VirtualPBX made in 2023, a year that witnessed our fastest growth yet! Our team expanded with the addition of passionate leaders in Product and Sales, while the integration of our Customer Service team fostered collaboration. These efforts led to significant milestones, notably the successful launch of VirtualText Forward.
AWS Machine Learning
JANUARY 10, 2024
This post is co-written with Jayadeep Pabbisetty, Sr. Specialist Data Engineering at Merck, and Prabakaran Mathaiyan, Sr. ML Engineer at Tiger Analytics. The large machine learning (ML) model development lifecycle requires a scalable model release process similar to that of software development. Model developers often work together in developing ML models and require a robust MLOps platform to work in.
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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.
SmartAction
JANUARY 11, 2024
FORT WORTH, Texas, January 10, 2024 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands , is proud to announce a comprehensive brand refresh and the launch of its innovative NOVA (Natural Omnichannel Virtual Agent) agent design platform. This significant development underscores the company’s renewed commitment to its mission, vision, and values, alongside a groundbreaking leap in technology upgrades aimed at revolutionizing customer experience.
Cyara
JANUARY 12, 2024
When it comes to customer experience (CX) in the contact center, performance is everything. Whether it’s a dropped call, an extended wait time, or a frustrating handoff across channels, customers will remember these bad experiences.
Cisco - Contact Center
JANUARY 9, 2024
As you drive across a bridge you might think of the impact it’s having on your commute, but have you ever considered the impact you’re having on the bridge itself?
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