ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Connect with Shep on LinkedIn. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. If I need a shirt, there’s a store that will sell it to me.

Government 201

Government Customer Service B2B B2C 201

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. You might even feel connected to a brand you haven’t purchased from but are still interested in. 27 Helpful Customer Support Tools and Resources by Jesse Short. Here are my top five picks from last week. by Eric Krapf. (No

Customer Service 357

Customer Service Chatbots B2C Consulting 357

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. When customers know you care, you create an emotional connection that fosters trust and loyalty. When customers know you care, you create an emotional connection that fosters trust and loyalty.

Customer Service 155

Customer Service Construction Contact Center Scripts 155

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Connect with Shep on LinkedIn. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Do You Know Who Your Competition In Business Really Is?

Customer Service 196

Customer Service Government Customer centricity Customer Experience 196

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Connect with Shep on LinkedIn. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. If I need a shirt, there’s a store that will sell it to me.

Government 190

Government Customer Service B2B B2C 190

ShepHyken

NOVEMBER 6, 2023

Each week, I read many customer service and customer experience articles from various resources. These situations are relatively easy to defuse with a caring and competent human connection, but they require more patience and emotional intelligence from contact centre agents than ever before. Here are my top five picks from last week.

Customer Service 163

Customer Service Self service Surveys Contact Center 163

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. Thanks to Gen Z, Deeper Connections Will Become the Currency of the Future by AmberNechole Hart (Adweek) Empty ecommerce gets you to checkout fast but gives no reason to return. Why is connection important?

Customer Service 163

Customer Service Self service Personalization Marketing 163

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. A Great Way to Get Your Employees to Connect With Customers by John Dijulius ( The DiJulius Group) Most people believe the customer is the one who benefits when the employee makes a personal connection.

Customer Service 159

Customer Service Marketing Customer retention Customer Experience 159

AWS Machine Learning

MARCH 29, 2024

Amazon Lex integrates with state-of-the-art contact centers including Amazon Connect, Genesys Cloud , and Amazon Chime SDK to facilitate a seamless omnichannel experience. If the agent ends the conversation, the customer is notified and the WebSocket connection is closed. This is the second post of a two-part series.

Cloud contact 91

Cloud contact Chatbots Contact Center APIs 91

Connect

APRIL 18, 2024

By Martin Cross, CTO at Connect. 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. About ‘ Connect. However, Gen AI is not a plug-and-play solution.

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Engineering 86

AWS Machine Learning

MARCH 25, 2024

In streaming transcription mode, client applications open a bidirectional streaming connection over HTTP/2 or WebSockets. In streaming transcription mode, client applications open a bidirectional streaming connection over HTTP/2 or WebSockets. The use of strong cryptographic algorithms protects data while it is being transmitted.

Best practices 79

Best practices APIs Transportation Personalization 79

AWS Machine Learning

OCTOBER 30, 2023

The Amazon Bedrock VPC endpoint powered by AWS PrivateLink allows you to establish a private connection between the VPC in your account and the Amazon Bedrock service account. It enables VPC instances to communicate with service resources without the need for public IP addresses. Choose Create endpoint.

APIs 123

APIs Big data Accountability Enterprise 123

Toister Performance Solutions

APRIL 11, 2024

Here's what this guide covers: Resources Required Preparation Pre-work Week 1: Kick-off Week 2: Building Rapport Week 3: Exceeding Expectations Week 4: Solving Problems Resources Required You'll need these resources to use this training plan. This training plan is for customer service managers and trainers. Why is it important?

Customer Service 105

Customer Service Feedback Customer emotions Management 105

Steve DiGioia

MAY 1, 2023

Great Service Can Be Expensive Providing excellent service requires a significant investment of time and resources. This could include offering loyalty programs, providing personalized experiences, and creating emotional connections with customers through social media or other digital platforms. ” But is that really true?

Customer Service 162

Customer Service Marketing Personalization Management 162

Call Experts

OCTOBER 12, 2023

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105

360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Related Resources: [Guide] CX Mission Statement Workbook. Related Resources: [Guide] SMIRC Goals checklist. Imagine yourself a year from today. How did this happen?

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

Call Experts

APRIL 8, 2024

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. Call routing is pivotal in connecting individuals with the right human experts, as Fit Small Business explains.

Interactive Voice Response 52

Interactive Voice Response Technical Support Technology call center solutions 52

AWS Machine Learning

DECEMBER 13, 2023

AWS CodeStar connection – We use AWS CodeStar to establish a link with the GitHub repository and utilize it as code repo integration with AWS resources, like SageMaker Studio. Code repository – This creates a Git repository as a resource in your SageMaker account. all implemented via CloudFormation.

Construction 99

Construction Accountability Engineering Personalization 99

AWS Machine Learning

FEBRUARY 13, 2024

With this launch, account owners can grant access to select feature groups by other accounts using AWS Resource Access Manager (AWS RAM). Additionally, usage details of shared resources can be monitored with Amazon CloudWatch and AWS CloudTrail. For a deep dive, refer to Cross account feature group discoverability and access.

Accountability 103

Accountability Government Engineering Scripts 103

Momentum Telecom

MARCH 2, 2024

Managed SD-WAN services are especially useful for businesses without the internal IT resources to effectively manage an SD-WAN network. Businesses can simply pass the reins to their MSP to handle day-to-day network management, freeing internal resources to focus on other critical activities. What Is Managed SD-WAN?

Management 52

Management Analytics Technology 52

Connect

DECEMBER 11, 2023

By Martin Cross , Chief Strategy Officer at Connect. Training new agents has consistently demanded significant time and resources, impacting both operational efficiency and the bottom line. IAbout ‘ Connect. Connect with us: Connect UK , Connect South Africa , Connect India , Connect USA.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

AWS Machine Learning

APRIL 11, 2024

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019.

Entertainment 96

Entertainment Marketing Best practices Technology 96

NobelBiz

JANUARY 9, 2024

It leverages physical copper wires to connect your business with the public switched telephone network (PSTN). Key Features of PRI Multiple Channels: PRI consists of 23 B channels and one D channel in North America, offering simultaneous connections for multiple users. This streamlines communication and improves customer interaction.

Telecommunications 103

Telecommunications voip Contact Center contact center solutions 103

Outsource Consultants

APRIL 15, 2024

By focusing on targeted outreach, securing a partner early, and embracing technology, you can ensure your campaign connects with voters in a meaningful and impactful way. Don’t drop the call on this vital campaign resource! Look for partners with agents specifically trained for political campaigns.

Call Center 67

Call Center Telemarketing Self service Surveys 67

AWS Machine Learning

APRIL 22, 2024

In this solution, HyperPod cluster instances use the LDAPS protocol to connect to the AWS Managed Microsoft AD via an NLB. You will deploy a CloudFormation stack and create prerequisite resources such as VPC, subnets, security group, and FSx for Lustre volume. The following diagram illustrates the high-level solution architecture.

Scripts 85

Scripts Engineering Management Benchmark 85

VirtualPBX

FEBRUARY 1, 2024

Initially, telephone lines were simple, analog connections that transmitted voice signals over copper wires. Over time, these lines evolved into what we now recognize as the POTS line – a reliable, standardized system for connecting homes and businesses to the public switched telephone network (PSTN). What is a POTS Line?

Telecommunications 105

Telecommunications voip Technology Analytics 105

AWS Machine Learning

APRIL 16, 2024

Managing your Amazon Lex bots using AWS CloudFormation allows you to create templates defining the bot and all the AWS resources it depends on. AWS CloudFormation provides and configures those resources on your behalf, removing the risk of human error when deploying bots to new environments. Resources: # 1.

Management 83

Management Construction APIs Chatbots 83

AWS Machine Learning

APRIL 18, 2024

Prerequisites You need to have an AWS account and an AWS Identity and Access Management (IAM) role and user with permissions to create and manage the necessary resources and components for this application. All of this, and more, is now possible with our newest sample solution, Live Meeting Assistant (LMA).

APIs 107

APIs Accountability Analytics Entertainment 107

Fonolo

FEBRUARY 27, 2023

Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources. Self-Service is Now a Standard Expectation Today’s customers are more resourceful than ever. You may have already interacted with self-service tools as a customer. The difference with this latest trend? “But

Self service 142

Self service Contact Center Chatbots Consulting 142

Outsource Consultants

APRIL 18, 2024

Lastly, some metrics are synergistic with strongly correlated outcomes, where others can be distinct and have more opaque connection to each other. Call Volume: Total incoming calls for resource planning. In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth.

Metrics 67

Metrics Abandon rate Call Center Average Handle Time 67

Zappix

APRIL 11, 2024

Whether it’s providing energy-saving tips, notifying customers of service disruptions, or offering customized billing options, personalized support fosters stronger connections and builds trust between utility companies and their customers.

Self service 52

Self service Chatbots Accountability Analytics 52

CSM Magazine

APRIL 23, 2024

Therefore, the top intranet platforms have the primary objective to provide employees with access to company resources and information within a platform. The Distinct Benefits of Business Social Networks Business social networks significantly boost collaboration across departments by connecting employees with skills.

Enterprise 52

Enterprise Management 52

Call Design

DECEMBER 5, 2023

This position enables them to identify opportunities for driving efficiencies, reducing costs and optimising resources, making them invaluable in strategic planning discussions. By incorporating WFM insights, organisations can make more informed decisions about future forecasts, resource allocation, and performance measurement.

Management 78

Management Analytics Employee engagement Customer Experience 78

Lumoa

JANUARY 8, 2024

They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ ’ It’s a common goal, after all.

Feedback 157

Feedback Analytics Multichannel Surveys 157

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships.

Chief Customer Officer 94

Chief Customer Officer Best practices Feedback Enterprise 94

AWS Machine Learning

MARCH 7, 2024

Step Functions allows you to create an automated workflow that seamlessly connects with Amazon Bedrock and other AWS services. However, Amazon Bedrock and AWS Step Functions make it straightforward to automate this process at scale. The Step Functions workflow runs the following steps for each image: 5.1

APIs 116

APIs Entertainment Construction Advertising 116