CCNG

AUGUST 9, 2023

Generative AI, a subset of artificial intelligence (think ChatGPT) that focuses on creating new content, is emerging as the trend of 2023. In this article, we are going to dive into some of the many ways generative AI can make life a little easier while elevating the customer experience. Because you are.

Contact Center 195

Contact Center Chatbots Education Technology 195

CCNG

SEPTEMBER 13, 2023

Alcon customer service leaders shared and led discussions that included sharing their core values, leadership development, their vision, digital discovery / investment / capabilities, lessons learned, associate engagement success. Alcon senior leadership requires a 4 x 1 work schedule with Friday being a flex day.

CCNG 195

CCNG Contact Center Interactive Voice Response Education 195

The Northridge Group

APRIL 15, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. Part 2: AI and Business Processes: How can it help?

Technology 122

Technology Brand ambassadors Contact Center Multichannel 122

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. A knowledge management system can be used with all agent channels and should have an AI component. In constant flux, the current business landscape seems to be rapidly evolving. It’s a vicious cycle.

Management 195

Management Average Handle Time Self service First call resolution 195

TechSee

FEBRUARY 12, 2024

Artificial intelligence (AI) can potentially revolutionize how businesses interact with their customers. However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success.

Enterprise 109

Enterprise Best practices Technology Customer Experience 109

ShepHyken

JULY 17, 2023

Real Marketing and Customer Experience Questions — and Microsoft Bing AI’s Answers by Raleigh Butler (CMSWire) Artificial intelligence (AI) chatbots have been a hot topic of conversation for months now and are only continuing to grow, both in popularity and capabilities. My Comment: How is AI impacting customer service?

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

CCNG

JANUARY 10, 2024

In considering potential pitfalls when thinking about ChatGPT and AI within your contact center environment, let’s break them down into three categories: mitigating risk, quality assurance and the supervisor, and the employee and gig worker experience. But are there potential operational pitfalls that leaders need to be thinking about?

Technology 195

Technology CCNG Coaching Contact Center 195

Inbenta

JUNE 14, 2023

DALLAS – [June 14, 2023] – Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Adam Rivera to Chief Legal Officer. Adam joins Inbenta at a time when efforts to expand Inbenta’s Conversational AI platform and footprint are fast underway.

Government 98

Government Chatbots Enterprise Marketing 98

SmartAction

NOVEMBER 7, 2018

Leading analysts name SmartAction as the top solution provider for contact center leaders looking for an AI-powered solution to automate voice and chat conversations handled by live agents. SmartAction’s CEO Tom Lewis said, “We are thrilled to be the recipient of the 2018 Product Leadership Award from Frost & Sullivan.

Self service 40

Self service Virtual Agent Contact Center Consulting 40

CCNG

OCTOBER 12, 2022

Leadership plays a big part in this. Even as companies are looking at engagement software, AI, process reengineering, and hybrid schedules, there is an additional area where companies can gain traction that can have an immediate impact on employee attraction and retention. CHANGE THE SIZE OF YOUR TEAMS BY UTILIZING MULTIPLE MANAGERS.

Coaching 195

Coaching CCNG Employee engagement Best practices 195

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CCNG

MARCH 23, 2021

Now, AI is shaping how contact centers operate. Autonomous contact centers use voice AI to speak with customers naturally, understand intent, and resolve their issues. Providing always-on, elastic capacity: Your customer service capacity becomes elastic because AI can answer as many calls as needed.

Contact Center 195

Contact Center Average Handle Time Interactive Voice Response outsourcing 195

TechSee

AUGUST 14, 2023

Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership. She is a 5-time Chief Customer Officer, a published author of four books, a keynote speaker, a thought leader, and an industry-leading expert on customer-centric leadership. ’s 9 Binge-Worthy Marketing Podcasts.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

TechSee

MARCH 28, 2023

A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? Is Generative AI practical? Generative AI is generating a lot of hype, and with good reason. Generative AI is generating a lot of hype, and with good reason. But it’s not yet fully baked or thoroughly tested, and not all AI is the same.

Chatbots 109

Chatbots Enterprise Interactive Voice Response Technology 109

CCNG

MARCH 16, 2022

We are currently in a season with a focus on Leadership. He loves his role at Slalom Consulting, as a leader in their Global Salesforce practice, focused on service and support opportunities across multiple clouds — Service Cloud, FLS, Community Cloud, AI Bots, and all-things contact centers.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

ShepHyken

MARCH 19, 2021

She introduces a few female customer service speakers and shares their advice for women pursuing leadership roles in CS/CX. In the wake of International Women’s Day, it’s beyond time to talk about a pivotal issue in customer service: the lack of representation of women in leadership roles. COO at ultimate.ai

Customer Service 212

Customer Service Customer centricity Self service Metrics 212

CCNG

MAY 27, 2021

Consultants understand industry best practices for performance improvement and can bring in best practice and train your leadership and staff on how to maximize performance. Leadership Development and Training Consultants are experts in many areas.

Consulting 195

Consulting Consulting Contact Center Gamification 195

Callminer

NOVEMBER 13, 2018

The winners were Quentin (Quinn) Burrell, Business Analyst at First Associates, Pulkit Jain, Manager of Business Information Analytics at Encore Capitol Group, Marvie Wright, Director of Leadership and Sales Training at Dialog Direct. L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche.

First call resolution 260

First call resolution Analytics Sales Metrics 260

ShepHyken

JUNE 13, 2022

Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. Harvard Business Review) Friction isn’t always a bad thing, especially when companies are looking for responsible ways to use AI. The answer has to do with AI (Artificial Intelligence). The short version is that too much AI is not a good thing.

Customer Service 167

Customer Service Government Customer Experience Sales 167

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. You may be able to train internally for these new leadership roles or bring in new talent.

Best practices 105

Best practices Customer Support Engineering Analytics 105

Callminer

SEPTEMBER 1, 2020

Downtime encouraged participants to check out virtual trivia, live artificial intelligence (AI) and analyst think tanks, an exhibit hall staffed by lively sponsors, a scavenger hunt and more — all from the comfort of home. CETX 2020: It was a cyber success.

Entertainment 182

Entertainment Analytics Contact Center Customer Service 182

Peter Lavers

FEBRUARY 21, 2019

here are the top 10: #AI - Artificial Intelligence. It was abundantly clear throughout Think 2019 that this is the year in which AI is going mainstream , with lots of use cases and lessons learned sessions. Yes, AI-driven tools can and will enable HR processes much more effectively, but it was about much more than this.

Customer centricity 167

Customer centricity Technology Marketing Customer Experience 167

ShepHyken

AUGUST 3, 2021

So we’ve gone from transactional systems like CRM to engagement systems that are really like social business to experiences, which is about using technology and AI to craft journeys that deliver mass personalization at scale. . – Mass personalization happens in places all around us.

Customer centricity 296

Customer centricity CRM Enterprise Personalization 296

Totango

JANUARY 22, 2024

Additionally, our CAB members are buzzing about AI. Half of them predict that the excitement and potential for AI usage within CS teams and application in CS software will continue to build. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Enterprise 94

Enterprise SaaS Engineering Technical Support 94

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Best practices 125

Best practices Government Engineering Accountability 125

ShepHyken

NOVEMBER 9, 2023

Leadership Skills We’ve put this in the first place because it is certainly the most vital skill any manager should have, regardless of their industry. Leadership might sound elusive, so we’ll break down what we mean. It is by no means an easy role – you have to manage both customer expectations and your team.

Customer Service 137

Customer Service Management Feedback Chatbots 137

LiveVox

MARCH 13, 2023

The technology that call centers depend on to provide customer support has come a long way thanks to AI. Call center leadership was also left with […] The post How Artificial Intelligence Software is Modernizing Customer Support appeared first on LiveVox.

Customer Support 88

Customer Support Call Center Technology Customer Experience 88

Amplifai Coaching Category

OCTOBER 20, 2023

Learn how modern contact centers are harnessing the dual strengths of AI and human-centric leadership to set the pace in an ever-evolving industry.

Contact Center 59

Contact Center 59

SmartAction

DECEMBER 8, 2023

However, the center faced challenges that seemed insurmountable – until Alex discovered the magic of conversational AI. The Beginning of a Transformation Alex’s journey began with a simple yet powerful idea: automating routine tasks with conversational AI virtual agents.

Virtual Agent 77

Virtual Agent Contact Center Upselling Interactive Voice Response 77

Inbenta

DECEMBER 21, 2023

DALLAS – December 14, 2023 –Inbenta, a conversational AI platform designed to optimize customer experience, today announced the appointment of Merlin Bise as Chief Technology Officer, effective January 1, 2024. ” The post Inbenta Appoints Merlin Bise as Chief Technology Officer appeared first on Inbenta.

Banking 52

Banking Enterprise Technology Customer Experience 52

ShepHyken

DECEMBER 3, 2023

Manuals have been created, processes have been approved, the collateral has been ordered, and the team may be weary – however, leadership is SO EXCITED for the culmination of this investment. My Comment: This article shows the power of generative AI (ChatGPT-type technologies). Does no one want to see change?

Customer Service 146

Customer Service Personalization Surveys Chatbots 146

AWS Machine Learning

FEBRUARY 1, 2024

Data is the foundation to capturing the maximum value from AI technology and solving business problems quickly. To unlock the potential of generative AI technologies, however, there’s a key prerequisite: your data needs to be appropriately prepared. In seconds, SageMaker Canvas has created the chart grouped by severity.

Technology 88

Technology Accountability Personalization Management 88

CSM Magazine

MAY 23, 2023

Expansion of Leadership Accelerates Development and Delivery of Products for Customer Success. Calabrio , the workforce performance company, today announced the appointment of Joel Martins as Chief Technology Officer (CTO), spearheading Calabrio ONE’s true-cloud Artificial Intelligence (AI)I solutions and customer-centric innovation.

Customer centricity 52

Customer centricity Engineering SaaS Contact Center 52

CSM Magazine

APRIL 17, 2024

In some cases, you may not even need a human to do certain tasks – which is where the integration of AI often comes into play. Tools powered by AI technology like ChatGPT can help speed case resolution by identifying familiar types of inquiries and responding with automated emails and/or scripts.

Customer Service 59

Customer Service Scripts Banking Analytics 59

Playvox

FEBRUARY 27, 2024

One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. Implemented correctly, AI allows companies to adapt and thrive in an increasingly competitive business landscape, maximizing productivity and driving growth. Attract new talent? What is Workforce Engagement?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

TechSee

DECEMBER 16, 2021

It’s no surprise then that remote assistance has hit a peak in 2021, driven mainly by customers’ rising expectations for self-service, the growing complexity of cases, and the emergence of new technologies such as cloud-based technologies, IoT diagnostics, video, AR, and computer vision AI. .

Call Center 124

Call Center Self service Gamification Contact Center 124

CSM Magazine

FEBRUARY 7, 2024

Here, we will emphasize a few of these trends, such as skills-based hiring, the ongoing power dynamics between employees and employers, and the undeniable impact of AI. As businesses strive to bridge various skills gaps, particularly in areas like generative AI, they will prioritize acquiring and developing the necessary skills.

Analytics 52

Analytics Education Marketing Technology 52