Beyond Philosophy
APRIL 25, 2024
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: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we humans love, it’s stories. We love them in our news, in our dinner conversations, and even in our commercials.
Callminer
APRIL 24, 2024
Consumer Duty requirements were launched by the UK’s FCA in June 2023 and represent legally binding regulation for financial services. But what does this actually mean? Read this blog to learn more.
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ShepHyken
APRIL 23, 2024
I was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. The car has spent more time at the repair center than in his garage. If it were me, I’d ask the dealer to replace the car. Apparently, he has more patience than I do and was giving the dealer another chance to fix the car.
TechSee
APRIL 22, 2024
In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
AWS Machine Learning
APRIL 24, 2024
The Amazon EU Design and Construction (Amazon D&C) team is the engineering team designing and constructing Amazon warehouses. The team navigates a large volume of documents and locates the right information to make sure the warehouse design meets the highest standards. In the post A generative AI-powered solution on Amazon SageMaker to help Amazon EU Design and Construction , we presented a question answering bot solution using a Retrieval Augmented Generation (RAG) pipeline with a fine-tune
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
APRIL 22, 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. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization.
C3Centricity
APRIL 23, 2024
As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.
Cisco - Contact Center
APRIL 23, 2024
Believe it or not, it’s been over four years since Cisco last updated the CCNA certification. In the fast-paced world of networking, that is a long time.
Tethr
APRIL 24, 2024
Learn how to improve your call center coaching and give agents valuable feedback with these effective tips and real-life examples.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
A Better Answer
APRIL 22, 2024
Outsourced answering solutions represent a strategic approach for businesses aiming to enhance customer service and manage operational costs effectively. By partnering with an external service provider, companies can efficiently handle high call volumes, guarantee 24/7 customer accessibility worldwide, and streamline communication processes. This method is particularly beneficial for entities ranging from small local businesses to expanding enterprises with a global customer base.
The Northridge Group
APRIL 22, 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. In Part 3 of our series, we hear from Leslie O’Flahaven, professional write, coach, and speaker.
BlueOcean
APRIL 24, 2024
The concept of ESG has had its place in the business world for a couple of decades, but it is only recently that it has become mainstream. One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values.
Cisco - Contact Center
APRIL 22, 2024
Imagine juggling multiple remotes for your entertainment system, each controlling a different device and requiring endless button presses to achieve a simple task.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
Interactions
APRIL 26, 2024
In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. Yet, it’s easy to negatively impact CX with technology solutions that promise good service for lower costs, but end up falling short.
AWS Machine Learning
APRIL 22, 2024
Amazon SageMaker HyperPod is purpose-built to accelerate foundation model (FM) training, removing the undifferentiated heavy lifting involved in managing and optimizing a large training compute cluster. With SageMaker HyperPod, you can train FMs for weeks and months without disruption. Typically, HyperPod clusters are used by multiple users: machine learning (ML) researchers, software engineers, data scientists, and cluster administrators.
OctopusTech
APRIL 24, 2024
Think of the Shopify platform as a virtual marketplace where you open your own “shop.” It is like having an e-commerce store at the center of an online mall with traffic from all corners of the world. For each organization or organization interested in going through the e-commerce route, it’s important to know how much Shopify costs. It is all about learning the terrain of financials.
Helpware
APRIL 23, 2024
Client relationship management (CRM) revolves around cultivating robust, enduring connections between clients and providers. Although small and medium-sized enterprises (SMEs) often prioritize acquiring new leads, nurturing meaningful partnerships with well-suited clients can prove to be a transformative element in their success journey.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Cisco - Contact Center
APRIL 22, 2024
When we introduced our first compute platform in 2009 with Cisco UCS B-Series Blade Servers , there was a fair amount of snickering from industry watchers and established server vendors.
SharpenCX
APRIL 24, 2024
Learn how contact centers can prepare their CX for the AI future by incorporating usable AI into their agent experience.
MiaRec
APRIL 26, 2024
The MiaRec team was exhibiting at Enterprise Connect this spring, where we met onsite with customers, partners, and other industry professionals to discuss how we are revolutionizing Quality Assurance with the power of Generative AI.
Quality Contact Solutions
APRIL 26, 2024
For businesses that depend on telesales for consumer sales and customer engagement, adhering to stringent compliance standards is essential for protecting the brand’s reputation and forming the basis of trust with prospective customers. DNC, TCPA, 10DLC, and PEWC are all acronyms that all consumer sales and marketing organizations have become intimately acquainted with thanks to the FCC (what?!
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Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
CSM Magazine
APRIL 26, 2024
In today’s era, Learning Management Systems (LMS) have become tools for organizations to provide effective training and education. However, a common issue users face is the significant time investment required to generate reports from their LMS. Fortunately, strategies and best practices exist that can help reduce the time spent on LMS reporting. 1.
Cisco - Contact Center
APRIL 22, 2024
As one of the largest technology companies in the world, it is critical for Cisco to operate in a way that helps to protect our planet.
24-7 InTouch
APRIL 26, 2024
Artificial intelligence (AI) stands as a monumental force reshaping the customer experience (CX). But businesses must navigate the delicate balance between leveraging AI for competitive advantage and ensuring safety and ethical integrity. This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment.
Integrity Solutions
APRIL 23, 2024
High-performing Sales organizations go beyond hiring for “measurables” and have well thought out plans, processes, coaching and salesperson development strategies in place. The annual NFL Draft is always full of intrigue for many reasons. The real-time drama unfolds as teams select what they consider to be the best 256 college football prospects over a three-day period.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.
FluentStream
APRIL 24, 2024
Businesses often rely on call centers to manage customer inquiries, support, and sales, especially when they are in growth mode. This was the case for Oakview Dermatology, which specializes in providing comprehensive medical and cosmetic dermatology services. With a strong. Read More The post Oakview Dermatology: Enhancing Customer Service and Scaling Operations with FluentStream’s Call Center Solutions appeared first on FluentStream.
CSM Magazine
APRIL 26, 2024
HubSpot is one of the top CRM platforms currently available on the market. Thousands of businesses around the world are adopting the system and supercharging their sales, marketing, and customer service. It’s a great way to get ahead of your competition. But HubSpot comes with a wide range of features. The problem is that the system is incredibly complex underneath the skin, so it’s not always easy to get it up and running.
Cisco - Contact Center
APRIL 22, 2024
Cisco Defense Orchestrator (CDO) provides a powerful REST API to automate and simplify security management tasks. You can find CDO API Documentation on DevNet.
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