kommunicate
DECEMBER 13, 2023
One of the hallmarks of great customer experience (CX) is excellent customer service. Imagine buying a car, and then having to run from pillar to post to fix a minor issue such as a sticky steering wheel. It leaves a bad impression in the mind of the consumer, who, in turn, will turn into a [.] The post 13 ways chatbots are improving customer service appeared first on Kommunicate Blog.
AWS Machine Learning
DECEMBER 13, 2023
Machine learning (ML) models do not operate in isolation. To deliver value, they must integrate into existing production systems and infrastructure, which necessitates considering the entire ML lifecycle during design and development. ML operations, known as MLOps, focus on streamlining, automating, and monitoring ML models throughout their lifecycle.
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Cisco - Contact Center
DECEMBER 13, 2023
Technology continues to evolve at an unprecedented pace and predictions about coming trends are always a topic of debate – what’s real, what’s hype.
MiaRec
DECEMBER 13, 2023
While almost all insurance companies have adopted some form of "traditional" AI and have felt somewhat let down by the lack of transformative change that was promised in the past, there is no doubt that Generative AI has kicked off a tidal shift across the industry that will far surpass previous expectations.
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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.
Bill Quiseng
DECEMBER 13, 2023
In anticipation of celebrating the holidays with my family and friends, I will not be publishing my posts until after the New Year. So, for now, as you move onward and upward in the New Year, I wish all of you, your family, and your friends GREAT health, happiness, success, and prosperity. May your Holiday Celebration and New Year be GREAT out there!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Outsource Consultants
DECEMBER 13, 2023
The Caribbean is often synonymous with pristine beaches, mouthwatering cuisine, and warm hospitality. While these features certainly attract tourists, the Caribbean holds a plethora of undiscovered possibilities in the world of business process outsourcing. Here are a few of the region’s biggest draws for US companies. A Stone’s Throw from the US Even though Caribbean vacations seem like a world away when booking your flight, the region is pretty close to the United States in business term
Cisco - Contact Center
DECEMBER 13, 2023
This post was authored by Mary Fernandez, Cisco global lead for disability and neuro-inclusion.
Win the Customer
DECEMBER 13, 2023
In recent years, the integration of Artificial Intelligence (AI) in customer experience has revolutionized how businesses interact with their clientele. From personalized recommendations to predictive analytics, AI has reshaped the landscape, generating both winners and losers in this evolving domain. Today we discuss the winners and losers from the recent advancements in the capabilities of Artificial Intelligence as it continues to dramatically alter the customer experience approach of many or
Cisco - Contact Center
DECEMBER 13, 2023
As we wrap up 2023, it is a great time to reflect on the current state of technology in state and local governments and look ahead to the priorities for the coming year.
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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
Interaction Metrics
DECEMBER 13, 2023
Amazon CEO Jeff Bezos said, “It’s not only that diversity and inclusion are good for our business. It’s more fundamental than that — it’s simply right. ” DEI programs may be right, but it’s no secret that they are controversial in the workforce. Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish.
Hodusoft
DECEMBER 13, 2023
Unlocking the Potential of Hosted Telephony System Google’s co-founder Larry Page once said “Especially in technology, we need revolutionary change, not incremental change.” If we look around at the present world, the technological marvels that we enjoy today have undergone a radical transformation. Let’s take the example of one of the most widely used tech tools in our day-to-day lives—the telephony system.
Cisco - Contact Center
DECEMBER 13, 2023
Riccardo Nobili’s passion for cybersecurity career training is palpable.
TCN
DECEMBER 13, 2023
Holiday seasoned shoppers The holiday season snuck up on us all very quickly this year, The post What to Expect for the Holiday Season in 2023 appeared first on TCN.
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.
Zappix
DECEMBER 13, 2023
In the ever-evolving landscape of customer service, a significant shift has occurred in recent years – a transformation that has fundamentally changed how customers seek support. The traditional approach of starting a customer service journey with a call center agent gradually overshadows the growing preference for self-service options. The post The Rise of Self-Service: Redefining Customer Service Journeys appeared first on Zappix.
Balto
DECEMBER 13, 2023
Around 90% of contact centers are using AI tools today, compared to 59% last year. While early adopters were excited by this shiny new technology, AI is now table stakes, and the focus has shifted to ROI: how can your tools work harder for you? BaltoGPT runs on generative AI trained on your contact center’s unique context, which makes it the best tool to answer your most pressing questions.
VirtualPBX
DECEMBER 13, 2023
In the ever-evolving landscape of business communication, VirtualPBX continues to lead the way with innovative solutions that empower telephony administrators with more control of their phone systems. The latest present under the tree is the introduction of Add-Ons , a feature that offers unparalleled ease and convenience for VoIP administrators. VirtualPBX users can now enable powerful VoIP features with one click right from the Dashboard.
Calltools
DECEMBER 13, 2023
The FCC recently announced that it’s cracking down on consent farms. Those companies use misleading information to gather data for lead lists, such as promising a jobseeker an interview when no position exists. Purchasing these lists could land your contact center in trouble, so you should know what you can and can’t do when generating leads. Adopting ethical lead generation strategies can improve your funnel conversion and customer interactions.
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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
DECEMBER 13, 2023
In a competitive market, stellar customer service stands as the cornerstone of a thriving business. Failing in this aspect can jeopardize a company’s reputation. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.
ChaseData
DECEMBER 13, 2023
Trending news and helpful information from the DialedIn Call Center Software team.
CSM Magazine
DECEMBER 13, 2023
Customer service, often seen as the heart of a business, is the assistance and advice provided by a company to those people who buy or use its products or services. It operates as a key touchpoint between a business and its customers – a platform where relationships are built, trust is established, and loyalty is earned. The significance of efficient customer service strategies cannot be overstated.
ChaseData
DECEMBER 13, 2023
Trending news and helpful information from the DialedIn Call Center Software team.
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!
SmartKarrot
DECEMBER 13, 2023
In today’s fast-paced business landscape, achieving sustainable growth is more than just a goal – it’s a necessity. As a customer success expert, I’ve witnessed firsthand the transformative power of effective customer success strategies in driving business expansion. In this blog post, we’ll explore the pivotal role of customer success in building robust customer relationships and propelling your business towards new heights.
ChaseData
DECEMBER 13, 2023
Trending news and helpful information from the DialedIn Call Center Software team.
SmartKarrot
DECEMBER 13, 2023
In today’s fast-paced business landscape, achieving sustainable growth is more than just a goal – it’s a necessity. As a customer success expert, I’ve witnessed firsthand the transformative power of effective customer success strategies in driving business expansion. In this blog post, we’ll explore the pivotal role of customer success in building robust customer relationships and propelling your business towards new heights.
AWS Machine Learning
DECEMBER 13, 2023
In this post, we showcase fine-tuning a Llama 2 model using a Parameter-Efficient Fine-Tuning (PEFT) method and deploy the fine-tuned model on AWS Inferentia2. We use the AWS Neuron software development kit (SDK) to access the AWS Inferentia2 device and benefit from its high performance. We then use a large model inference container powered by Deep Java Library (DJLServing) as our model serving solution.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Cisco - Contact Center
DECEMBER 13, 2023
If there is a single precinct in Australia that embodies what’s possible with digital innovation, it’s the Tonsley Innovation District in Adelaide.
AWS Machine Learning
DECEMBER 13, 2023
Meeting notes are a crucial part of collaboration, yet they often fall through the cracks. Between leading discussions, listening closely, and typing notes, it’s easy for key information to slip away unrecorded. Even when notes are captured, they can be disorganized or illegible, rendering them useless. In this post, we explore how to use Amazon Transcribe and Amazon Bedrock to automatically generate clean, concise summaries of video or audio recordings.
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