CCNG
NOVEMBER 20, 2024
Have you inquired as to why something was done the way it was only to hear “We’ve always done it that way?” Great organizations develop a culture where key processes are reviewed periodically and improved when needed. I had the opportunity to attend a college football game with a friend last week. On several occasions, there was a need for an official review of the play.
Callminer
NOVEMBER 16, 2024
CallMiner's, Bruce McMahon, shares key product updates from Q4 2024. New AI capabilities, including CallMiner AI Assist, add to the long list of AI advancements that CallMiner has delivered in 2024.
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ShepHyken
NOVEMBER 18, 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. ‘Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection.
Upstream Works
NOVEMBER 20, 2024
Discover how to reduce AI complexity while enhancing CX with a balanced approach in part two of our AI Revolution series. The post Reduce AI Complexity & Keep Humans in the Middle [Video] appeared first on Upstream Works.
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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.
Cisco - Contact Center
NOVEMBER 19, 2024
Explore how Cisco Catalyst SD-WAN and Microsoft's SSE integration enhance security, performance, and management for hybrid work. Discover seamless solutions for modern networking challenges and enjoy your first year free!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Call Design
NOVEMBER 19, 2024
The landscape of work has changed dramatically since the onset of the COVID-19 pandemic. As businesses begin to ask employees to return to the office full-time, many are overlooking a powerful shift in employee priorities—one that could cost them in terms of employee retention, engagement, and the ability to attract top talent. Companies that mandate a full return to the office may be at risk of increasing employee attrition and disengagement.
BlueOcean
NOVEMBER 19, 2024
By developing a custom Zendesk IVR integration for a global communications leader, Blue Ocean eliminated manual data entry, reducing average handle time by 53 seconds and boosting customer satisfaction ratings by 34%. This seamless connection between phone and ticketing systems demonstrates how strategic contact center technology can simultaneously improve operational efficiency and customer experience.
Cisco - Contact Center
NOVEMBER 18, 2024
In today’s fast-paced digital landscape, finding precise and relevant information is crucial. At DevNet, we continuously innovate to enhance the user experience and streamline how our users interact with our platform.
AWS Machine Learning
NOVEMBER 18, 2024
Today, we are happy to announce the availability of Binary Embeddings for Amazon Titan Text Embeddings V2 in Amazon Bedrock Knowledge Bases and Amazon OpenSearch Serverless. With support for binary embedding in Amazon Bedrock and a binary vector store in OpenSearch Serverless, you can use binary embeddings and binary vector store to build Retrieval Augmented Generation (RAG) applications in Amazon Bedrock Knowledge Bases, reducing memory usage and overall costs.
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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.
OctopusTech
NOVEMBER 19, 2024
Comments can be a great way to engage visitors on your website and build a community for your brand. However, not every page needs a comments section and sometimes comments can become a source of spam, offensive remarks, self-promotion, and even harmful links. With WordPress disable comments, you can limit such occurrences and make your website safe for everyone.
SQM Group
NOVEMBER 19, 2024
Equipping agents with the best assurance statements to help them navigate challenging conversations with confidence.
Cisco - Contact Center
NOVEMBER 18, 2024
Discover Cisco's exciting updates from WebexOne and Partner Summit! From AI-driven solutions to the new Cisco 360 Partner Program, explore how we're driving innovation and growth together. Watch event highlights now!
AWS Machine Learning
NOVEMBER 18, 2024
This post is co-written with Kaustubh Kambli from DXC Technology. DXC Technology is an IT services leader with more than 130,000 employees supporting 6,000 customers in over 70 countries. DXC builds offerings across industry verticals to deliver accelerated value to their customers. One of the sectors DXC has deep expertise in is energy. The oil and gas industry relies on discovering new drilling sites to drive growth.
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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.
Integrity Solutions
NOVEMBER 20, 2024
The road to success in sales is filled with challenges, highs and lows. Many variables come into play. As we note in our book, Listen to Sell , “It can be easy to feel that given the right factors—the market, the product, the tools, the data, the competition, a natural sales ability—selling would be easier, and success would be inevitable.” But this is a passive and, ultimately, self-defeating way to view and approach the profession of sales.
Win the Customer
NOVEMBER 20, 2024
In an era dominated by artificial intelligence and automation, it’s easy to overlook the power of human connection. As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.
Cisco - Contact Center
NOVEMBER 20, 2024
Take a look back at the key moments for Cisco Customer Experience during Cisco Live Melbourne this year. Learn about keynotes, sessions, awards and more. Replays are now available!
AWS Machine Learning
NOVEMBER 18, 2024
Recent enhancements in the field of generative AI , such as media generation technologies, are rapidly transforming the way businesses create and manipulate visual content. Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies such as AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, pr
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!
CSM Magazine
NOVEMBER 20, 2024
Slip and fall accidents can happen anywhere, often leading to unexpected injuries and challenges. Whether it’s a slippery floor in a grocery store or an icy sidewalk during winter, these incidents demand careful attention to safety, documentation, and legal rights. Understanding the steps to take after a slip and fall is essential for protecting your well-being and seeking appropriate compensation if needed.
FluentStream
NOVEMBER 20, 2024
Effective communication is crucial for the success of small businesses. One innovative solution that has emerged to meet this need is the softphone — a software application that allows users to make and receive calls over the internet using devices. Read More The post 5 Benefits of Softphones for Small Businesses appeared first on FluentStream.
VirtualPBX
NOVEMBER 20, 2024
As a property manager in charge of ensuring safety for tenants and residents, you’re well aware of the importance of elevator emergency communication systems. Whether you’re managing commercial properties, residential building communities, or overseeing an HOA, you need reliable elevator phone solutions to keep your elevators compliant and operational.
AWS Machine Learning
NOVEMBER 19, 2024
In this post, we demonstrate how to create an automated email response solution using Amazon Bedrock and its features, including Amazon Bedrock Agents , Amazon Bedrock Knowledge Bases , and Amazon Bedrock Guardrails. Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon Web Services available through an API, so you can choose from a wide range of FMs to find the model that is best suited for your use case.
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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.
CSM Magazine
NOVEMBER 20, 2024
Ethereum enjoyed a very good run at the beginning of 2024, as investors hoped that this was an unmissable chance for the market to rise above the troubles and stagnation of the past few years and achieve new all-time highs. But it turns out this is easier said than done, as the market ran into blunders again and has been struggling to consolidate its positions as a result.
TCN
NOVEMBER 20, 2024
Managing a contact center is a lot of responsibility, which is why it is important to provide resources to keep your business running smoothly while also keeping your agents happy. To lighten the load, here are six ways to boost agent efficiency, which will, in turn, support your contact center’s overall success. 1. Equip agents […] The post Six Ways to Boost Agent Efficiency appeared first on TCN.
AnswerConnect
NOVEMBER 20, 2024
Learn how to create a customer service philosophy that drives your business forward. Stand out, improve customer retention, and create better products and services. The post Master your customer service philosophy now. appeared first on AnswerConnect Blog.
AWS Machine Learning
NOVEMBER 19, 2024
In the rapidly evolving world of AI, the ability to customize language models for specific industries has become more important. Although large language models (LLMs) are adept at handling a wide range of tasks with natural language, they excel at general purpose tasks as compared with specialized tasks. This can create challenges when processing text data from highly specialized domains with their own distinct terminology or specialized tasks where intrinsic knowledge of the LLM is not well-sui
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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.
CSM Magazine
NOVEMBER 20, 2024
As the global payment system expands and businesses implement more and more revenue streams, today’s customer expectations and behavior consequently adjust. As per McKinsey reports, cash usage worldwide dropped by around 4% in 2022, and the trend continues, with tactile greenbacks, bucks, and so on, being increasingly neglected by users. The rising cashless trend doesn’t only mean that businesses must familiarize themselves with the thought of less cash coming or that they should sit complacent
Cisco - Contact Center
NOVEMBER 20, 2024
With the advent of agentic AI, assistance is moving to automation where systems act with agency to achieve specific goals. Agentic AI systems can make rapid decisions, manage complex tasks, and adapt to changing conditions.
Hodusoft
NOVEMBER 20, 2024
The Shift to Multi-Tenant IP PBX: A Game Changer for the Telecom Industry “An efficient telecommunications network is the foundation upon which an information society is built.” ~Talal Abar Ghazaleh Over the years, the telecom industry has evolved by leaps and bounds. From traditional landline services to wireless communication, broadband internet, and advanced technologies such as Voice over Internet Protocol (VoIP), 5G, and more, the sector is making huge strides in the adoption of
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