How to Handle Vulnerable Customers in the Call Center
SQM Group
NOVEMBER 1, 2023
Learn to support vulnerable customers effectively. Understand their unique needs and provide compassionate assistance for a better customer experience.
Sat.Oct 28, 2023 - Fri.Nov 03, 2023
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What CTOs Should Know Before Implementing Conversational AI in the Contact Center
SmartAction
NOVEMBER 1, 2023
When used in business, conversational artificial intelligence (AI) supports overall call center operations by providing self-service options, 24/7 availability, and real-time data and analytics – while lowering costs and increasing profits. Plus, it’s infinitely scalable. For contact center supervisors, the question isn’t whether to implement conversational AI – the benefits are obvious.
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The 5 Essential Behaviors Before Concluding Customer Interactions
Customer Service Life
OCTOBER 28, 2023
Image by Gerd Altmann from Pixabay Early in my career as a contact center manager, I did many things that make me cringe nowadays. One such thing was requiring my team to end every call by asking customers, “Is there anything else I can help you with.” I rode that high horse for a long time — even marking team members down on their quality evaluations for failing to end calls with that simple question.
Exploring OpenAI’s ChatGPT: Uses For Customer Experience and Contact Center Operations
LiveVox
NOVEMBER 2, 2023
In the landscape of Artificial Intelligence (AI), ChatGPT emerged as a transformative force that is reshaping how businesses engage with customers and optimize their contact center operations. But what kind of AI is ChatGPT? In this comprehensive guide, we’ll dive into the specifics of ChatGPT, its capabilities, and how it can be harnessed to elevate […] The post Exploring OpenAI’s ChatGPT: Uses For Customer Experience and Contact Center Operations appeared first on LiveVox.
Reimagine Your Communications With A Unified Platform
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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.
Determining the 10 most critical vulnerabilities on your network
Cisco - Contact Center
OCTOBER 31, 2023
When it comes to staying on top of security events, a good application that alerts on security events is better than none. It stands to reason then that two would be better than one, and so on.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Customer Portals: The Future of Customer Service
CSM Magazine
OCTOBER 28, 2023
What is a Portal System? Online portal systems are used to provide users with services, information, and resources from a central location. These portals were created to streamline and simplify access to digital content which can make it more convenient for users to find the information they require. Purposes and Features of Online Portal Systems Online portal systems serve as a single point of entry for users to access a range of information, applications, and services.
The Beginner’s Guide to Voice Quality Testing
Cyara
OCTOBER 31, 2023
We’ve all experienced an interaction with a business's interactive voice response (IVR) system where poor voice quality makes it almost impossible to complete an automated task or get “self-help” when you need it. Listening to broken prompts, hearing jitter or noise on the line, along with any other audio quality issue makes it hard to understand the navigation options.
A Cohesive Framework for CX Reduces Cost to Serve
Concentrix
NOVEMBER 1, 2023
Read how an insurance leader navigated a world of risk to embrace new customer experience solutions to achieve its cost savings and customer experience goals.
Guide to Cell Phone Blacklist Compliance (2024 Update)
LiveVox
OCTOBER 31, 2023
Over the last few months, the apparent acceleration in the adoption of cell phone blacklist services and applications has caught the attention of contact center leaders. The concern over blacklists is understandable since a blacklisted number could make it more complicated to reach a customer. This, in combination with the fluid regulatory environment spanning the […] The post Guide to Cell Phone Blacklist Compliance (2024 Update) appeared first on LiveVox.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
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.
It’s Not Really Free Delivery!
ShepHyken
OCTOBER 31, 2023
My friend Norman Beck sends me interesting articles and newsworthy information regularly. This one is worth talking about here. A grocery store chain had a sign in front of its entrance that read: Free Delivery – $99 a Year! I had to smile – even laugh out loud – thinking of how many people would roll their eyes when they read that sign. It’s not free if you have to pay $99 for it!
Buyer's guide: Top customer experience software
Callminer
OCTOBER 29, 2023
Customers are the bedrock of any successful business, so providing excellent customer experience is crucial. Read this blog for important elements to consider when selecting the best CX software.
Customers say they want choice, but the evidence shows they don’t!
Beyond Philosophy
NOVEMBER 2, 2023
Stanford Professor Itamar Simonson is very clever. He brought snacks to class for his students. However, he wasn’t just being cool; he used them for research. Professor Simonson learned that sometimes, we don’t want to make a choice or at least not a new one. Once we settle on an option, we stick with it if we must make the same one again.
WFM: The Missing Link in Your Strategic Vision
CCNG
NOVEMBER 1, 2023
WFM teams can be, and should be, part of the strategic planning process. Unfortunately, though, Call Design has seen dozens of organizations that don’t understand why. Sometimes it’s the leadership above the WFM team that doesn’t get it, and other times it’s the leadership in the WFM team. Regardless of who doesn’t get it, we believe that WFM teams are critical to the success of every organization because of their added value to the strategic planning process.
The Open CCaaS Advantage Report
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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.
The “More Than Perfect” Business Model
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods. Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one.
Navigating the Customer Journey: Why Every Step is Important
Cyara
NOVEMBER 2, 2023
Our expectations for services and the customer journey we experience have changed a lot over the past number of years. We now expect these services much more quickly.
A surprising truth! Customers really don’t want choice and what to do about it
Beyond Philosophy
OCTOBER 28, 2023
When a Stanford professor brings snacks to class, it’s fun. But you can bet it’s also an experiment, and he’s probably testing how people make choices for today and for todays that will come in the future. It turns out, that timing matters a lot when it comes to the decisions we make. The professor we are referring to is Professor Itamar Simonson, marketing professor at Stanford University and his research surrounding customer decision-making.
Use AWS PrivateLink to set up private access to Amazon Bedrock
AWS Machine Learning
OCTOBER 30, 2023
Amazon Bedrock is a fully managed service provided by AWS that offers developers access to foundation models (FMs) and the tools to customize them for specific applications. It allows developers to build and scale generative AI applications using FMs through an API, without managing infrastructure. You can choose from various FMs from Amazon and leading AI startups such as AI21 Labs, Anthropic, Cohere, and Stability AI to find the model that’s best suited for your use case.
SME Relationships: Proven Solutions for Seamless Collaboration and Success
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!
The “More Than Perfect” Business Model
ShepHyken
OCTOBER 30, 2023
Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. We can all learn from their methods. Living with customers means managing their experience from the moment they start considering a purchase to the time they return for another one.
IntouchCX Names Mitul Kotecha and Shane Kozlowich Co-Chief Executive Officers
24-7 InTouch
NOVEMBER 2, 2023
Winnipeg, MB – November 2, 2023 – IntouchCX, a global leader in contact center and technology solutions, has announced the appointment of Mitul Kotecha and Shane Kozlowich as its new Co-Chief Executive Officers. Kotecha and Kozlowich, who have both been with the company for over a decade, bring a wealth of experience to the role. This leadership change follows Greg Fettes’ immediate transition from Chief Executive Officer to his new role as Executive Chairman of IntouchCX and Laivly,
This is our time for a CX Revolution!
Bill Quiseng
NOVEMBER 1, 2023
Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. But no more.This is our time for a CX Revolution! To paraphrase John DiJulius’ battle cry, it’s time for a CX Revolution!
6 attributes to look for in your CCaaS provider
Eptica
NOVEMBER 3, 2023
Date: Friday, November 3, 2023 Author: Pauline Ashenden - Demand Generation Manager 6 attributes to look for in your CCaaS provider Published on: November 03, 2023 Author: Pauline Ashenden - Demand Generation Manager Not all CCaaS solutions, or vendors, are the same. We examine what to look for when picking a partner to ensure long-term success. Read the full article on our parent company Enghouse Interactive’s site.
How to Stay Competitive in the Evolving State of Martech
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
Top 5 Customer Service & CX Articles for Week of October 30, 2023
ShepHyken
OCTOBER 29, 2023
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 comment about each article and would like to hear what you think too. Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers.
Superior Customer Support: Guiding Clients Through Their Toughest Moments
NobelBiz
OCTOBER 31, 2023
Business is more than just transactions. At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.
Develop generative AI applications to improve teaching and learning experiences
AWS Machine Learning
NOVEMBER 2, 2023
Recently, teachers and institutions have looked for different ways to incorporate artificial intelligence (AI) into their curriculums, whether it be teaching about machine learning (ML) or incorporating it into creating lesson plans, grading, or other educational applications. Generative AI models, in particular large language models (LLMs), have dramatically sped up AI’s impact on education.
Recap: Business Integration Basics Webinar
VirtualPBX
NOVEMBER 3, 2023
Yesterday afternoon, VirtualPBX hosted a “Connecting the Dots: Business Integration Basics Webinar” with CMO Rachel Anderson. In this engaging session, Rachel Anderson, a seasoned marketing professional who has helped build a library of business automations that facilitate task management, improved communications, and useful record-keeping, shared her insights with the audience.
Reimagining CX: How to Implement Effective AI-Driven Transformations
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Guest Post: How to Align Customer Service and Sales
ShepHyken
NOVEMBER 2, 2023
This week, we feature an article by Jessica Collier, VP of Growth Marketing at Assembly Software. She writes about how you can align customer service and sales in your organization. More often than not, when we think of customer service, we tend to picture post-purchase tasks and activities, such as returns, refunds, exchanges, delivery information, and the like.
Product News – October 2023
Lumoa
OCTOBER 31, 2023
Lumoa Product News for October 2023 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! New Custom Page now default page As you have hopefully noticed, the new Custom page in Lumoa has replaced our previous Impact.
Schneider Electric leverages Retrieval Augmented LLMs on SageMaker to ensure real-time updates in their ERP systems
AWS Machine Learning
OCTOBER 31, 2023
This post was co-written with Anthony Medeiros, Manager of Solutions Engineering and Architecture for North America Artificial Intelligence, and Blake Santschi, Business Intelligence Manager, from Schneider Electric. Additional Schneider Electric experts include Jesse Miller, Somik Chowdhury, Shaswat Babhulgaonkar, David Watkins, Mark Carlson and Barbara Sleczkowski.
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