Hodusoft
NOVEMBER 22, 2023
Increase ROI of BPO with Omnichannel Contact Center Software Excellent customer service is just as important as excellent marketing efforts. About 68% of consumers say they would pay more for a product or service from a company that has a reputation for great customer service. Therefore, it is vital to understand that customer service agents play an important role in increasing the ROI of a business.
CCNG
NOVEMBER 22, 2023
A Rock-Solid Recognition Program is key to fostering an infectious environment of consistent improvement and achievement. The core of any organization's success resides with its employees. They want to be in the know, understand how their contributions affect the bigger picture, and know that their leaders value them. Creating a Rock-Solid Recognition Program is the 1st step in showing employees that they are valued.
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Bill Quiseng
NOVEMBER 22, 2023
Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management.
AWS Machine Learning
NOVEMBER 22, 2023
This is a guest post by A.K Roy from Qualcomm AI. Amazon Elastic Compute Cloud (Amazon EC2) DL2q instances, powered by Qualcomm AI 100 Standard accelerators, can be used to cost-efficiently deploy deep learning (DL) workloads in the cloud. They can also be used to develop and validate performance and accuracy of DL workloads that will be deployed on Qualcomm devices.
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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.
Cisco - Contact Center
NOVEMBER 22, 2023
Each year, Cyber Monday has this amazing ability to sneak up on us. I’m willing to bet that I’m not the only one in the U.S. with that lingering summer-just-ended feeling.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SmartAction
NOVEMBER 22, 2023
Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience. The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words.
AWS Machine Learning
NOVEMBER 22, 2023
When a customer has a production-ready intelligent document processing (IDP) workload, we often receive requests for a Well-Architected review. To build an enterprise solution, developer resources, cost, time and user-experience have to be balanced to achieve the desired business outcome. The AWS Well-Architected Framework provides a systematic way for organizations to learn operational and architectural best practices for designing and operating reliable, secure, efficient, cost-effective, and
LiveVox
NOVEMBER 22, 2023
In 2023, the financial services industry witnessed a transformative shift in customer support technologies. As we step into 2024, it’s crucial for industry players to keep pace with these advancements. This guide delves into the latest trends and tools reshaping customer experiences in financial services. Generative AI found a place in customer support Generative AI […] The post Adapting Customer Support to the Latest Financial Services Trends: A Comprehensive Guide appeared first on
AWS Machine Learning
NOVEMBER 22, 2023
The IDP Well-Architected Lens is intended for all AWS customers who use AWS to run intelligent document processing (IDP) solutions and are searching for guidance on how to build secure, efficient, and reliable IDP solutions on AWS. Building a production-ready solution in the cloud involves a series of trade-offs between resources, time, customer expectation, and business outcome.
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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
Cisco - Contact Center
NOVEMBER 22, 2023
You’re about to close your day when you receive a call from your customer asking for an urgent meeting tomorrow.
AWS Machine Learning
NOVEMBER 22, 2023
Building a production-ready solution in AWS involves a series of trade-offs between resources, time, customer expectation, and business outcome. The AWS Well-Architected Framework helps you understand the benefits and risks of decisions you make while building workloads on AWS. By using the Framework, you will learn current operational and architectural recommendations for designing and operating reliable, secure, efficient, cost-effective, and sustainable workloads in AWS.
Cisco - Contact Center
NOVEMBER 22, 2023
Back in 2007, after months of intensive studying, I passed my first Cisco certification exam: the CCNA.
CSM Magazine
NOVEMBER 22, 2023
In today’s rapidly evolving business landscape, payment methods are crucial in shaping customer experiences and facilitating seamless transactions. One innovative solution that has gained significant traction is Paysafe cards. These versatile prepaid cards have emerged as a game-changer, bridging the gap between traditional payment methods and the digital era.
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.
AnswerConnect
NOVEMBER 22, 2023
Planning to create your first custom call script? This guide ensures your script responds to your business goals and gives callers a 5* experience. The post How to create your first custom call answering script appeared first on AnswerConnect Blog.
CSM Magazine
NOVEMBER 22, 2023
The BigChange job management system now allows payment for completed field service jobs to be taken whilst on site. After viewing an invoice summary on the engineers’ mobile device, a customer receives a payment app link. A ‘pay now’ screen then pops up on their phone for easy, one-click payment. BigChange Pay is a very easy add-on to BigChange and does not require any complicated bank or credit card set-up.
The Petrova Experience
NOVEMBER 22, 2023
Back in 2020, we predicted the rise of the Revenge Traveler and the impact it would have on travel and hospitality experience providers. As we approach 2024, we are spotting a new type of traveler on the horizon. And a set of trends that will challenge some of the ways you think about designing and delivering customer experiences. Post-pandemic, people have a new level of awareness and a more immediate sense of what they need and want.
AWS Machine Learning
NOVEMBER 22, 2023
Yes, the AWS re:Invent season is upon us and as always, the place to be is Las Vegas! You marked your calendars, you booked your hotel, and you even purchased the airfare. Now all you need is some guidance on generative AI and machine learning (ML) sessions to attend at this twelfth edition of re:Invent. And although generative AI has appeared in previous events, this year we’re taking it to the next level.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
CSM Magazine
NOVEMBER 22, 2023
In the swirling storm that is modern retail, with the high street being buffeted by economic, technological, and social changes, there emerges a beacon of opportunity for retailers: curating brilliant and memorable digital customer experiences. As we edge closer to yet another Black Friday, the pivot to online is no longer just an option; it’s the cornerstone of retail survival and differentiation.
AWS Machine Learning
NOVEMBER 22, 2023
The financial service (FinServ) industry has unique generative AI requirements related to domain-specific data, data security, regulatory controls, and industry compliance standards. In addition, customers are looking for choices to select the most performant and cost-effective machine learning (ML) model and the ability to perform necessary customization (fine-tuning) to fit their business use cases.
JustCall
NOVEMBER 22, 2023
A whopping 86% of CX executives rank agent experience (AX) as the #1 driver of better CX. Now, that’s more than just a big number. It’s a clear reflection of why businesses have started making sure that their customer service agents are performing at their best. And this isn’t just about being nice on the customer calls. It’s also about how they handle the tech tools that power their work.
AWS Machine Learning
NOVEMBER 22, 2023
The IDP Well-Architected Custom Lens is intended for all AWS customers who use AWS to run intelligent document processing (IDP) solutions and are searching for guidance on how to build a secure, efficient, and reliable IDP solution on AWS. Building a production-ready solution in the cloud involves a series of trade-offs between resources, time, customer expectation, and business outcome.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
AWS Machine Learning
NOVEMBER 22, 2023
An intelligent document processing (IDP) project typically combines optical character recognition (OCR) and natural language processing (NLP) to automatically read and understand documents. Customers across all industries run IDP workloads on AWS to deliver business value by automating use cases such as KYC forms, tax documents, invoices, insurance claims, delivery reports, inventory reports, and more.
AWS Machine Learning
NOVEMBER 22, 2023
Today, geospatial workflows typically consist of loading data, transforming it, and then producing visual insights like maps, text, or charts. Generative AI can automate these tasks through autonomous agents. In this post, we discuss how to use foundation models from Amazon Bedrock to power agents to complete geospatial tasks. These agents can perform various tasks and answer questions using location-based services like geocoding available through Amazon Location Service.
AWS Machine Learning
NOVEMBER 22, 2023
Building a production-ready solution in the cloud involves a series of trade-off between resources, time, customer expectation, and business outcome. The AWS Well-Architected Framework helps you understand the benefits and risks of decisions you make while building workloads on AWS. An intelligent document processing (IDP) project usually combines optical character recognition (OCR) and natural language processing (NLP) to read and understand a document and extract specific terms or words.
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