TechSee

APRIL 8, 2022

Key Insights from Field Service Medical 2022. TechSee team members recently attended the Field Service Medical event, which highlighted a lot of insightful and actionable takeaways, A few themes stood out specifically: . Growing Need for Self Service. Outsourcing Customer Success Services. Onboarding Challenges.

outsourcing 109

outsourcing Self service Technology Customer Experience 109

Connect

APRIL 18, 2024

The technology can also boost agent productivity with automation, real-time guidance, and performance coaching and enhance operational efficiency by reducing costs, optimising resources, and enabling data-driven decisions. Connect with us: Connect UK , Connect South Africa , Connect India , Connect USA.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

SmartAction

DECEMBER 12, 2023

This isn’t merely a change in our logo or colors; it’s a reflection of our growth, our learning, and our renewed commitment to delivering outstanding AI-powered customer service solutions. We aim to revolutionize customer interactions, liberating brands from outdated service models and setting new standards of excellence.

industry standards 76

industry standards Customer Service Automotive Virtual Agent 76

Connect

JULY 5, 2023

A few of the performance highlights you’ll read about in the use cases include: A 25% increase in Customer interactions handled with AI & Automation. 15% improvement in service levels, creating a differentiated CX. 15-20% saved on technology and telco costs through seamless UC integrations.

Abandon rate 76

Abandon rate Service level Technology Customer Experience 76

JivoChat

FEBRUARY 22, 2023

This guide will provide you with a comprehensive step-by-step overview of everything you need to know about outsourcing your ecommerce in 2023 - from choosing the right partner and evaluating prospective services to implementing cost-effective strategies for maximum return on investment. We’ll tackle all of these one by one.

outsourcing 82

outsourcing SaaS Accountability Analytics 82

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

AWS Machine Learning

OCTOBER 2, 2023

It is architected to automate the entire machine learning (ML) process, from data labeling to model training and deployment at the edge. The focus on managed and serverless services reduces the need to operate infrastructure for your pipeline and allows you to get started quickly.

Scripts 90

Scripts Construction Engineering APIs 90

AWS Machine Learning

DECEMBER 19, 2023

This post was written in collaboration with Ankur Goyal and Karthikeyan Chokappa from PwC Australia’s Cloud & Digital business. PwC Machine Learning Ops Accelerator, built on top of AWS native services, delivers a fit-for-purpose solution that easily integrates into the ML use cases with ease for customers across all industries.

Analytics 101

Analytics Engineering Government Best practices 101

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation?

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

Win the Customer

OCTOBER 6, 2020

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. Writing customer service emails that feature a personal touch go a long way towards building a strong relationship with those customers.

Personalization 173

Personalization Customer Service Customer retention Feedback 173

AWS Machine Learning

DECEMBER 7, 2023

This is a guest post co-authored by Nafi Ahmet Turgut, Mehmet İkbal Özmen, Hasan Burak Yel, Fatma Nur Dumlupınar Keşir, Mutlu Polatcan and Emre Uzel from Getir. Amazon Forecast is a fully managed service that uses machine learning (ML) algorithms to deliver highly accurate time series forecasts.

Management 97

Management Engineering Analytics Construction 97

AWS Machine Learning

NOVEMBER 3, 2022

We discussed how we can use AWS AI services to accurately categorize claims documents along with supporting documents. We looked into the challenges in legacy document processes, which is time-consuming, error-prone, expensive, and difficult to process at scale, and how you can use AWS AI services to help implement your IDP pipeline.

Analytics 75

Analytics APIs Healthcare Big data 75

SharpenCX

JUNE 20, 2022

The Benefits of Agentless Automation. At SharpenCX, we already offer sophisticated pre, during, and post-interaction automations to make the customer and agent experience seamless. Beyond Customer Automation. The power behind any automation is quality data. This can lead to increased stress for your agents.

Call Center 76

Call Center APIs Chatbots Self service 76

Hodusoft

AUGUST 4, 2021

As things change in the post-vaccinated world, business leaders need to find a way of adapting to the ‘new normal. Majority of the call and contact center organizations in the past have focused on on-site workforce technologies, overlooking remote service as sizable workers reported to the office every day. Remote agent.

Technology 98

Technology Contact center software Interactive Voice Response Contact Center 98

VirtualPBX

SEPTEMBER 9, 2021

From the adoption of what became known as hosted phone services to distributed mobile collaboration applications. Embracing collaboration tools that include voice, video, sms and automation tools, will allow them to seamlessly form distributed teams that will propel their business. Collaboration Tools Power Remote Teams.

APIs 96

APIs Sales Marketing Management 96

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Customer education was designed with CSMs in mind to automate their repetitive processes and create a way for customers to self-serve their basic needs so that CSMs can do their jobs better. It doesn’t have to be this way.

Education 98

Education Benchmark Customer retention Metrics 98

Connect

OCTOBER 23, 2023

As operators embrace the Contact Centre as a Service (CCaaS) model, cloud computing will allow contact centres to access cutting-edge technologies that offer greater functionality on a more cost-effective pay-as-you-use consumption model that can scale according to their needs. Creating super agents.

Average Handle Time 72

Average Handle Time CRM Virtual Agent Metrics 72

Global Response

MARCH 27, 2024

By harnessing the power of vast data sets, businesses can uncover deep insight into customer behavior, preferences, and trends, enabling them to tailor their services for maximum impact. This comprehensive guide offers insight into how you can revolutionize your customer service through data-driven decision-making. Let’s take a look.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

AWS Machine Learning

OCTOBER 4, 2022

This post is a joint collaboration with Andries Engelbrecht and James Sun of Snowflake, Inc. Time series forecasting is a unique and essential science that allows companies to make surgical planning decisions to help balance customer service levels against often competing goals of optimal profitability. Import data into Forecast.

APIs 73

APIs Analytics Transportation Metrics 73

JustCall

APRIL 3, 2024

It shows more customers are interested in your product or service. When a call surge hits, your sales and customer service teams bear the brunt. This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most!

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

Call Design

AUGUST 9, 2021

The quality of service and efficiency of how a contact centre is run directly impacts its ability to be successful. The Genesis of Automation and IVR. Attempts to automate phone-based customer interactions have been around for decades. This type of automation allows agents to make better use of their time.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

CSM Magazine

AUGUST 23, 2023

As the technology behind mortgage CRMs continues to evolve, there are always new cutting-edge features and capabilities that companies can use to enhance their customer service and streamline their operations. This blog post will explore some of the latest and most innovative features of modern mortgage CRM software.

CRM 52

CRM Real estate Chatbots Construction 52

CafeX

OCTOBER 6, 2022

Incident Response solutions can help retailers orchestrate their response end to end, unifying necessary capabilities like collaboration, automation, and workflow to increase the effectiveness of their response and accelerate time to resolution.

Accountability 62

Accountability Technology Sales Management 62

CafeX

OCTOBER 6, 2022

Incident Management solutions can help retailers orchestrate their response end to end, unifying necessary capabilities like collaboration, automation, and workflow to increase the effectiveness of their response and accelerate time to resolution. Automate Plans and Respond in Real Time.

Management 62

Management Accountability Technology Sales 62

JustCall

MARCH 10, 2023

Help desks are platforms that store and organize communication details to improve support and service. While most help desks are external and customer-facing, you can also use help desk workflows for internal training and onboarding of staff. As such, a help desk workflow must be optimally designed to offer instant value.

Employee engagement 40

Employee engagement Self service Consulting Consulting 40

Method:CRM

MAY 1, 2023

What is customer service software? Customer service software is a system that allows you to manage customer support tasks and simplify your customer service process. Customer service software typically features things like: Contact management tools. Automated help desk options. Self-service portals.

CRM 93

CRM Customer Experience Self service Customer Support 93

AWS Machine Learning

NOVEMBER 7, 2023

RAG empowers LLMs by giving them the ability to retrieve and incorporate external knowledge. These demos can be seamlessly deployed in your AWS account, offering foundational insights and guidance on utilizing AWS services to create a state-of-the-art LLM generative AI question and answer bot and content generation. Python 3.6

Enterprise 92

Enterprise APIs Engineering Accountability 92

AWS Machine Learning

JUNE 16, 2023

In this post, we discuss how SambaSafety used AWS machine learning (ML) and continuous integration and continuous delivery (CI/CD) tools to deploy their existing data science application for batch inference. Their automated model deployment solution reduced time to delivery by up to 70%.

Scripts 75

Scripts Engineering Accountability Consulting 75

Education Services Group

AUGUST 9, 2022

And in Customer Success, we deal with change on two entirely unique fronts: internally, within our own organization and externally, helping our customers navigate the implementation and use of our products and services. We then consider how much time and effort automating this process will save our team. Reinforcement.

Management 52

Management Surveys Feedback Best practices 52

Kayako

APRIL 1, 2022

Good customer service is the number one quality customers seek from eCommerce companies. A PwC study found that 73% of consumers say customer service experiences are more important in purchasing decisions than price or product features. Social commerce (selling products and services on social media) will reach $604.5

Sales 90

Sales Personalization Upselling Chatbots 90

AWS Machine Learning

SEPTEMBER 7, 2023

In this post, we will build an end-to-end solution to find optimal control policies using only historical data on Amazon SageMaker using Ray’s RLlib library. Retuning can take weeks and may require injecting external excitations in the system to record its response in a trial-and-error approach.

Metrics 92

Metrics Engineering Scripts Accountability 92

AWS Machine Learning

NOVEMBER 22, 2023

This post focuses on the Performance Efficiency pillar of the IDP workload. To follow along with this post, you should be familiar with the previous posts in this series ( Part 1 and Part 2 ) and the guidelines in Guidance for Intelligent Document Processing on AWS. This means the system lacks visibility into logs and failures.

APIs 91

APIs Metrics Enterprise Benchmark 91

AWS Machine Learning

APRIL 24, 2024

In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning. The solution uses Amazon SageMaker JumpStart as the core service for model deployment, fine-tuning, and reinforcement learning.

Engineering 96

Engineering Feedback Construction Analytics 96

AWS Machine Learning

NOVEMBER 17, 2023

Amazon Bedrock is a fully managed service that offers a choice of high-performing FMs from leading AI companies such as AI21 Labs, Anthropic, Cohere, Meta, Stability AI, and Amazon. In this post, we provide a step-by-step guide with building blocks to create a customer service bot. Note: This is a one-time setup step.)

APIs 84

APIs Customer Service Construction Analytics 84

Nicereply

JUNE 20, 2023

Solutions and service orientation (but with an eye on revenue) is a really important skill. In the last question, I mentioned service-oriented. Does the candidate understand their customers, both internal and external, and how they service both groups? Kristina: I focus on how the candidate builds trust with clients.

Customer Experience 86

Customer Experience SaaS Construction Morale 86

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Here’s how: Take 1 prevailing CX issue: how much is it costing you in service (totality), remedies, escalations, churn, and trust? Is this fostering internal and external trust?

Customer Experience 118

Customer Experience Chief Customer Officer Enterprise Accountability 118