OrecX

MARCH 14, 2022

It's like the chicken and the egg - which came first: the call recorder or the recording engine? A recording engine is quite different, although you may not initially think so. Yes, a call recorder has a recording engine within it, but we aren't looking at it that way right now. Real time, automated QA - recording engine.

Engineering 127

Engineering Analytics Sales Management 127

ShepHyken

OCTOBER 20, 2020

Focus on the Customer, Not the Sale. Work to solve your customers’ business needs without trying to make a sale. Work to solve your customers’ business needs without trying to make a sale. Building a Customer Engagement Strategy That Lasts. Shep Hyken interviews Lou Gallagher , Consumer Engagement Specialist at Mitel.

Customer centricity 74

Customer centricity Engineering Consulting Consulting 74

Totango

OCTOBER 14, 2024

Key takeaways : Sales leaders should ask potential customers about the outcome they need to achieve to be successful. Starting with an outcome focus makes it easier for sales leads to kick off an entire customer lifecycle, rather than just a quick handoff. This blog shares a few key takeaways.

Sales 62

Sales Upselling Engineering Enterprise 62

AWS Machine Learning

AUGUST 2, 2024

Solution overview We apply two methods to generate the first draft of an earnings call script for the new quarter using LLMs: Prompt engineering with few-shot learning – We use examples of the past earnings scripts with Anthropic Claude 3 Sonnet on Amazon Bedrock to generate an earnings call script for a new quarter.

Engineering 134

Engineering Scripts Metrics APIs 134

Outsource Consultants

FEBRUARY 25, 2025

Are you leveraging call centers to turn support into a revenue engine? In this post, we’ll explore how to harness the power of call centers to increase your ecommerce sales and stay ahead in the competitive digital marketplace. They enhance customer experiences, streamline operations, and boost sales.

Call Center 67

Call Center Sales outsourcing Technical Support 67

AWS Machine Learning

FEBRUARY 14, 2024

It enables you to privately customize the FMs with your data using techniques such as fine-tuning, prompt engineering, and Retrieval Augmented Generation (RAG), and build agents that run tasks using your enterprise systems and data sources while complying with security and privacy requirements.

Engineering 141

Engineering Chatbots Accountability Enterprise 141

ShepHyken

MARCH 12, 2021

He writes about how businesses need to realign their sales and marketing strategies in order to survive a post-pandemic world. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Increasing online prospects, lead generation and sales. Aligning marketing and sales.

B2B 388

B2B Journey mapping B2C Telecommunications 388

CCNG

JULY 2, 2021

Our fully automated and adaptive language assessment engine provides accurate and immediate testing for speaking, writing and grammar in more than 10 global languages. Deken is a CCNG member working with Emmerision as Director of Enterprise Sales in Lehi, Utah.

CCNG 322

CCNG Contact Center Engineering Enterprise 322

AWS Machine Learning

DECEMBER 3, 2024

The risk and impact of outages increase during peak usage periods, which vary by industry—from ecommerce sales events to financial quarter-ends or major product launches. 45% of support engineers, application engineers, and SREs use five different monitoring tools on average.

Customer Experience 108

Customer Experience Engineering Enterprise Benchmark 108

Beyond Philosophy

OCTOBER 6, 2015

Even worse, according to the BBC, a German newspaper reported that they were told by one of their engineers at a part supplier in 2011 that this emissions test was a problem. The hope was the Clean Diesel would boost sales in the U.S., which accounts for only about 6% of global sales for the brand.

Banking 406

Banking Consulting Consulting Government 406

Connect

NOVEMBER 24, 2024

According to Cross, the industry at large realised that simply turning on GenAI engines can prove counterproductive, with numerous companies running into AI-induced trouble. “Yet, the role and relevance of AI in the contact centre has never been clearer with an ever-expanding list of applications for the technology in the environment.”

Engineering 104

Engineering Quality management Cloud contact Interactive Voice Response 104

CSM Magazine

MARCH 10, 2025

SmartBear ,a leading provider of software quality and visibility solutions,is the winner of two Stevie Awards in the 19 th annual Stevie Awards for Sales & Customer Service. Based in Galway, Ireland, Joe Joyce , Solutions Architect, earned a Gold Award for Sales Engineer of the Year.

Sales 52

Sales Customer Service APIs Engineering 52

ShepHyken

APRIL 26, 2021

ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. Shifting the Customer Experience from a Cost Center to a Profit Center by Brian Solis.

Customer Service 358

Customer Service First call resolution Contact Center Best practices 358

Cincom

FEBRUARY 21, 2025

Speed, accuracy, and the ability to meet customer demands efficiently are the pillars of success for the sales team. Configure, Price, and Quote (CPQ) software plays a vital role in automating product configuration, pricing, and quote generation helping sales teams to easily handle complex pricing scenarios.

Sales 40

Sales Gamification Finance Best practices 40

AWS Machine Learning

MAY 9, 2024

Verisk has embraced this technology and has developed their own Instant Insight Engine, or AI companion, that provides an enhanced self-service capability to their FAST platform. Coming from a software development and sales engineering background, the possibilities that the cloud can bring to the world excite him.

Engineering 133

Engineering Customer Support APIs Government 133

aircall

OCTOBER 17, 2022

As your start planning for the coming year, optimizing your sales win rate is probably a top priority. How to Define Your Sales Win Rate. As our partners at Richpanel share, “Win rate is not just a sales team’s metric. How is sales win rate calculated? . Why You Should Prioritize Your Sales Win Rate.

Sales 117

Sales Gamification Metrics Accountability 117

Beyond Philosophy

JANUARY 29, 2021

” People read books and watch TED talks that tell us how people changed this one small thing, and sales went up by 50 percent. Suppose you don’t understand where those boundaries are, and you try to apply the fundamental laws of Newtonian gravity to your engineering project.

Customer Experience 397

Customer Experience Journey mapping Engineering Feedback 397

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 130

Sales Accountability Feedback Metrics 130

AWS Machine Learning

MARCH 27, 2025

This requirement translates into time and effort investment of trained personnel, who could be support engineers or other technical staff, to review tens of thousands of support cases to arrive at an even distribution of 3,000 per category. Sonnet prediction accuracy through prompt engineering. We expect to release version 4.2.2

Education 113

Education Engineering APIs Enterprise 113

Beyond Philosophy

JANUARY 4, 2022

Tina works for an engineering company in Australia and recently joined the New Zealand office. She also explained the company has engineers and technicians serving in dual roles because “customers do not want a sales relationship.” The water company had promoted an engineering guy to running customer experience.

Engineering 221

Engineering Consulting Consulting Best practices 221

Beyond Philosophy

DECEMBER 22, 2015

As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Marketing 231

Marketing Engineering Consulting Consulting 231

JustCall

NOVEMBER 12, 2024

We’ve dreamt about this for weeks and spent sleepless nights building it: a smarter way to handle inbound sales calls around the clock. Today, it’s here — AI Voice Agent is ready to assist your sales team 24/7. For your sales leaders Scale without hiring :- Handle double the number of incoming calls without adding headcount.

Sales 52

Sales Inbound sales Scripts Interactive Voice Response 52

ShepHyken

MAY 4, 2018

They both are, because the reality is that there are three essential stages of customer experience: before, during and after the sale. Before the Sale. Moreover, when the prospect clicks on an ad or search engine result, that click had better take the prospect to a relevant page. You search for a product on a search engine.

Customer Experience 211

Customer Experience Advertising Engineering Sales 211

AWS Machine Learning

DECEMBER 13, 2024

As part of Amazon, Twitch advertising is handled by the ad sales organization at Amazon. New ad products across diverse markets involve a complex web of announcements, training, and documentation, making it difficult for sales teams to find precise information quickly.

Sales 102

Sales Advertising Engineering APIs 102

AWS Machine Learning

NOVEMBER 26, 2024

Curtis works closely with Datadog’s product, marketing, and sales teams to coordinate product launches and help customers observe and secure their cloud infrastructure. Jason Mimick is a Senior Partner Solutions Architect at AWS working closely with product, engineering, marketing, and sales teams daily.

Metrics 110

Metrics Engineering Sales Marketing 110

Kapta Customer Success

JANUARY 29, 2025

While most organizations struggle to retain and grow their strategic accounts, industry leaders are transforming their approach to account management into a powerful revenue engine.

Accountability 45

Accountability Management Sales Engineering 45

Cincom

FEBRUARY 14, 2025

Align CPQ with Your Sales Strategy A CPQ system that operates in isolation from the broader sales strategy leads to misaligned workflows, inconsistent pricing approvals, and disconnected customer interactions. Apply multi-tier approvals for large enterprise deals, ensuring senior sales leaders can intervene when necessary.

Best practices 40

Best practices Sales CRM Finance 40

Totango

JULY 17, 2024

You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Achieving higher retention and growth, however, requires effective collaboration and mutual support between customer success and sales teams. “Success is revenue.

Sales 100

Sales Metrics Accountability Benchmark 100

Beyond Philosophy

NOVEMBER 4, 2014

One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. A spa might have a seating arrangement that brings you closer to the spa products for sale, naturally encouraging the patrons to browse. Disney uses Popcorn and other smells to attract people to their services.

Customer Experience 370

Customer Experience Real estate Customer emotions Customer centricity 370

Beyond Philosophy

JANUARY 14, 2016

Before CleanDiesel Gate, you likely would have thought of VW as an affordable and reliable car brand proud of its German Engineering! And disappointment is not an emotion that leads to good things for Apple’s sales. But when a brand lies to Customers, those thoughts and feelings change, don’t they? We as consumers love brands.

Transportation 253

Transportation Consulting Consulting Engineering 253

Dialer 360

DECEMBER 4, 2024

Brevet) This proactive approach to sales involves contacting customers directly instead of waiting for prospects to approach you. If your call center has all the right components to make sales and increase your revenue: Some outbound call center sales tips you must know to close more deals. Outbound Calling: What is it?

Call Center 48

Call Center Sales Outbound sales Inbound sales 48

CCNG

NOVEMBER 9, 2021

In the same way it’s a faux pas for engineers to test their new software in production, it’s just as ill advised to train an AI in the wild with actual customers who need their issues solved. Owen McGrath is an active CCNG member based in Boulder Colorado and the Head of Sales for IV.AI.

Contact Center 259

Contact Center CCNG Contact center software Finance 259

Beyond Philosophy

MAY 28, 2020

However, sometimes the organization doesn’t see an increase in sales or whatever metric they are trying to move after they give customers what customers said they wanted. An engineer defines an overcrowded train as one that has people standing on it. Most marketers, when they want to know what customers want, ask them.

Metrics 371

Metrics Engineering Consulting Consulting 371

AWS Machine Learning

APRIL 3, 2025

By analyzing their data, organizations can identify patterns in sales cycles, optimize inventory management, or help tailor products or services to meet customer needs more effectively. About the Authors Emrah Kaya is Data Engineering Manager at Omron Europe and Platform Lead for ODAP Project.

Government 83

Government Analytics Engineering CRM 83

AWS Machine Learning

APRIL 6, 2023

For this engagement, they sought to generate monthly sales forecasts for new and existing products across different material groups and business lines. In this post, we demonstrate how the MLSL and NXP employed Amazon Forecast and other custom models for long-term sales predictions for various NXP products. “We

Sales 108

Sales Metrics APIs Marketing 108