ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 166

Customer Service Contact Center Customer centricity Banking 166

Connect

APRIL 18, 2024

Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. However, Gen AI is not a plug-and-play solution. As such, the journey to Gen AI requires careful planning and implementation.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Best practices 120

Best practices Government Engineering Accountability 120

Vistio

APRIL 22, 2024

The allure of AI in contact centers is undeniable. From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. However, the rush to incorporate AI into customer-facing roles has led to some high-profile mishaps.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

Beyond Philosophy

MAY 7, 2022

The combination of AI, behavioral sciences, and data is a powerful way to gain insight into your customers behavior so you can provide a proactive and perfect experience for them. But how good is the data you are feeding it? And are you feeding ALL your data into the mix? Verint sponsors this episode.

Consulting 195

Consulting Consulting Enterprise Analytics 195

Interactions

APRIL 19, 2024

Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. We asked the participants to work through the development of a transformation strategy , and identify the priorities, challenges, and use cases for leveraging Generative AI (GenAI) in contact center transformation.

Customer Experience 62

Customer Experience Multichannel Contact Center Customer centricity 62

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. With the advent of generative AI (GenAI) and large language models (LLMs), we are in an era of exponential change. Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

TeamSupport

DECEMBER 20, 2023

In 2024, businesses should focus on proactive support strategies, such as predictive analytics and AI-driven insights, to identify potential issues and address them before customers even realize there's a problem. To get real value out of AI, the technology you implement needs to be trained on your processes, digest data, and more.

Customer Support 108

Customer Support Feedback Chatbots CRM 108

Calltools

MARCH 20, 2024

While not all contact centers utilize AI, learning how the technology can serve your employees and customers benefits growth. How Conversational AI Works Conversational AI uses several technologies to create human-like interactions. Each interaction teaches the AI how to improve and personalize customer experiences.

Contact Center 52

Contact Center Self service Best practices Wait times 52

Expivia

FEBRUARY 15, 2024

This release is not just an update; it’s a leap into the future of AI-driven customer service. Enlighten Actions: Beyond Analytics Enlighten Actions represents a significant advancement in AI-driven analytics, providing unprecedented insights into customer interactions and agent performance.

Virtual Agent 75

Virtual Agent APIs Analytics Chatbots 75

CSM Magazine

APRIL 26, 2024

Fortunately, strategies and best practices exist that can help reduce the time spent on LMS reporting. Simplify Data Integration To minimize the time devoted to optimizing LMS reporting efficiency , it is crucial to simplify the process of collecting and integrating data into your system.

APIs 52

APIs Analytics Metrics Education 52

Fonolo

JANUARY 12, 2023

You probably know at least a bit about AI and automation. They are also popular advancements in automation that employ varying degrees of AI. As data centers scale up to provide accessible and more affordable computing power, they also usher in a range of new capabilities. AI is Personalizing the Customer Experience .

Contact Center 138

Contact Center Interactive Voice Response First call resolution Contact center software 138

Playvox

FEBRUARY 27, 2024

The term “buyer’s market” is best known for describing the state of the real estate market, but it’s also applicable to contact centers. How do you keep your best employees engaged, motivated, and empowered? One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy.

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

CSM Magazine

FEBRUARY 7, 2024

Zenarate AI Coach is the first training platform that virtually improves itself from live call trends and intelligence delivered by the new Call Insights actionable data. It turns raw data into actionable intelligence, allowing businesses to stay ahead of emerging customer concerns and sentiment.

Coaching 52

Coaching Contact Center Best practices Analytics 52

Lumoa

JANUARY 24, 2024

And if you want to become a real change-maker in your organization, you need to learn how to extract insights from customer feedback. Thus, basic text analytics is just the first step toward transforming data into value: A better, more insightful text analytics tool to understand the most relevant drivers of customer experience improvement.

Analytics 83

Analytics Feedback Metrics Surveys 83

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

COPC

MARCH 11, 2024

Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. The Proof is in the Data Figure 1 provides a definitive snapshot of how job satisfaction influences employees’ intentions to stay with their current employers.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

NobelBiz

MARCH 26, 2024

In this article, we delve into the intricacies of CXA, explore its benefits, showcase examples, and outline best practices for implementation. Customer Experience Automation can encompass a range of technologies such as AI and Machine Learning, Chatbots and IVR Systems, Data Analytics and Insights.

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Playvox

FEBRUARY 6, 2024

Shewhart, when American companies began to adopt concepts from Japanese manufacturers, particularly those in the automotive industry, whose quality principles of Kanban and just-in-time (JIT) turned manufacturing, production practices, and distribution for product quality on its head. Automate recruiting, training, and onboarding.

Quality management 83

Quality management Customer centricity Management Contact Center 83

Fonolo

FEBRUARY 14, 2023

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! But in a world of possibilities, you may wonder which processes are best to automate. Sounds great, right? Or where you should even start.

Call Center 135

Call Center Contact Center Wait times Chatbots 135

TechSee

FEBRUARY 21, 2022

It seems like everywhere you look, AI is trending. Investors are throwing more money into AI startups than at any point in history. In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%. 10 Ways AI Can Transform Your Business.

Automotive 109

Automotive Transportation Telecommunications Self service 109

AWS Machine Learning

NOVEMBER 22, 2023

By using the Framework, you will learn operational and architectural best practices for designing and operating reliable, secure, efficient, cost-effective, and sustainable workloads in the cloud. The AWS Well-Architected Framework helps you understand the benefits and risks of decisions you make while building workloads on AWS.

Best practices 82

Best practices Metrics Feedback Enterprise 82

Global Response

FEBRUARY 28, 2024

Clinical data management : Managing and processing clinical trial data to ensure high-quality and reliable data. Healthcare information management : Managing patient records, entering data, and ensuring the security of health information. These services help reduce overhead costs and improve efficiency.

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

Vistio

FEBRUARY 20, 2024

Traditional sales training methods are often dull and provide limited opportunities for sales representatives to practice their skills, thus leaving them underprepared to deal with various prospective customers. Join us as we embrace the potential of AI-powered training solutions to revolutionize sales training.

Outbound sales 52

Outbound sales Sales Best practices Feedback 52

COPC

FEBRUARY 15, 2024

Its role is to maintain the best practices and requirements in the COPC CX Standard. In a recent meeting, the committee reviewed the impact of artificial intelligence (AI) on CX operations and end-user customer satisfaction. OBSERVATIONS AI is irrevocably altering customer service. 

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

SharpenCX

NOVEMBER 23, 2021

Discover how you can continue to deliver the best customer experience and how you can better lead your call center. Articles to Help you Deliver the Best Customer Experience: . Learn from the best in the customer service industry. Want to grow to be the best possible leader of your contact center?

Customer Service 128

Customer Service Morale Contact Center Call Center 128

AWS Machine Learning

NOVEMBER 22, 2023

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 sustainable workloads in the cloud. These advantages can enable you to optimize the usage and cost of underlying AI services.

APIs 91

APIs Metrics Enterprise Benchmark 91

Totango

NOVEMBER 27, 2023

It’s important to spend time analyzing your data to understand why your customers are making certain choices and determine what elements of the health score are most important to retaining and growing your customer base. Business reviews: Lean into virtual advantages Virtual business reviews (VBRs) are a great tool for supporting digital CS.

Enterprise 103

Enterprise Best practices Marketing Sales 103

AWS Machine Learning

OCTOBER 19, 2023

Content moderation in Amazon Rekognition Amazon Rekognition is a managed artificial intelligence (AI) service that offers pre-trained and customizable computer vision capabilities to extract information and insights from images and videos. You can train a custom adapter with as few as 20 annotated images in less than 1 hour.

APIs 105

APIs Best practices Advertising Accountability 105

AWS Machine Learning

JANUARY 5, 2024

This post was written in collaboration with Bhajandeep Singh and Ajay Vishwakarma from Wipro’s AWS AI/ML Practice. Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models.

Management 107

Management APIs Engineering Government 107

Expivia

FEBRUARY 26, 2024

Laying the Groundwork: Essential Preparations Before Technology Adoption Before diving into the world of AI and advanced contact center tools, it’s crucial to ensure your organization is ready. This preparation involves several key steps: Integration Readiness : Assess your current systems and data for integration capabilities.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

SmartAction

JUNE 27, 2023

So, why are some contact centers still hesitant to implement AI? Let’s address the common objections and show you how to overcome them with conversational AI and virtual agents. Gradient Text Breaking Down Obstacles: Embrace the Power of Conversational AI Budget Constraints? Don’t let limited finances hold you back!

Contact Center 80

Contact Center Virtual Agent Agent burnout Self service 80

AWS Machine Learning

NOVEMBER 16, 2023

One of the key drivers of Philips’ innovation strategy is artificial intelligence (AI), which enables the creation of smart and personalized products and services that can improve health outcomes, enhance customer experience, and optimize operational efficiency.

Healthcare 86

Healthcare Government Engineering APIs 86

Lumoa

FEBRUARY 14, 2024

How to Spot Gaps in Your CX Strateg y Tracking this data through CX management software gives companies the freedom to tinker with other aspects of CX, like the number of customer touchpoints or level of personalization, with measurable KPIs to judge the results. How customers experience your brand is more important than ever before.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83