ShepHyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience 353

Customer Experience Management Contact Center Engineering 353

Lumoa

APRIL 8, 2024

content Lumoa Product News for March 2024 Hey everyone! We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the voice of the customer! Contact your CS manager or email help@lumoa.me to learn more!

Surveys 83

Surveys Feedback Management Personalization 83

AWS Machine Learning

APRIL 8, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. Virginia) and US West (Oregon).

APIs 105

APIs Construction Chatbots Accountability 105

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. AI-powered chatbots are leading the charge in delivering a better customer experience.

Customer Service 151

Customer Service Chatbots Self service Customer Care 151

The Northridge Group

APRIL 22, 2024

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. But how will AI tools effect that? We find out.

Technology 76

Technology Coaching outsourcing Customer centricity 76

TechSee

JUNE 29, 2023

AI is rapidly becoming a critical tool in customer service. While initial conversations now focus on improving chatbots with large language models (LLMs) like ChatGPT, this is just the start of what AI can and will offer. AI will streamline, augment and, in many cases, automate the customer experience and improve customer satisfaction.

Chatbots 202

Chatbots Customer Service Wait times APIs 202

AWS Machine Learning

FEBRUARY 29, 2024

Amazon Bedrock provides a broad range of models from Amazon and third-party providers, including Anthropic, AI21, Meta, Cohere, and Stability AI, and covers a wide range of use cases, including text and image generation, embedding, chat, high-level agents with reasoning and orchestration, and more.

APIs 113

APIs Healthcare Scripts Enterprise 113

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Benefits .

Customer Support 313

Customer Support Employee engagement Call Center Scripts 313

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 74

Virtual Agent Chatbots Average Handle Time Engineering 74

ShepHyken

DECEMBER 24, 2023

Teeing up Employee Experience to Enhance Customer Experience by Dom Nicastro (CMSWire) This intimate knowledge, combined with his experience in various operational roles within the golf industry, equipped him with a unique perspective on what it takes to elevate a golf club’s overall experience. Jon Heaps makes a compelling argument.

Customer Service 155

Customer Service B2C B2B Customer Experience 155

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Instead, you can train, prompt, and fine-tune an LLM to direct the AI toward the correct answer. It is up to you to make them specialists in your brand voice and products. For more on IP risk management, see part 4 below.)

Best practices 109

Best practices Customer centricity Chatbots Education 109

ShepHyken

AUGUST 31, 2023

Enterprise resource management (ERP) systems centralize, automate, and manage core business data and processes, from inventory management to real-time sales information. When integrated with a CRM, you can unify all of your inventory and customer data to eliminate silos and increase data accessibility and management.

Journey mapping 318

Journey mapping Upselling CRM Feedback 318

ShepHyken

OCTOBER 1, 2021

Automated customer service systems like IVR, chatbots and even knowledge management systems can help you assist customers even when your agents aren’t online.? . Tools like a knowledge base and chatbot help you provide instant answers to customers and ensure they return to your brand the next time. . You save money, period.

Customer Service 391

Customer Service Chatbots Interactive Voice Response Customer Support 391

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. We were excited to see her leading the conversation at MCW23 last week.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. Internally, employees can often spend countless hours hunting down information they need to do their jobs, leading to frustration and reduced productivity.

Enterprise 96

Enterprise Real estate Chatbots Construction 96

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Artificial Intelligence (AI): AI revolutionizes call centers by enabling smarter interactions and predictive insights. Hold queues and smart call routing play a pivotal role.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

JustCall

MARCH 21, 2024

As a manager, you know the frustration all too well. – Your sales reps stumble over detailed product queries, derailing potential deals. FAQ repo accessibility: This feature ensures that all agents have access to the FAQ Hub FAQ hub gen with AI: AI powered feature dynamically builds and refreshes the FAQ knowledge hub.

Scripts 59

Scripts First call resolution Engineering Sales 59

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

TechSee

SEPTEMBER 21, 2023

Generative AI will be transformative for every enterprise. However, today’s early Generative AI solutions lack context, and deliver a poor user experience. These are the keys to unlocking mainstream adoption of Generative AI for service and CX. Using Generative AI should be as natural as chatting with a friend.

Engineering 109

Engineering Enterprise Chatbots Self service 109

TechSee

SEPTEMBER 7, 2021

Warranty management. Managing the end-to-end lifecycle of consumer product warranties – from product registration through warranty claim – is a costly endeavor. However, it enables brands to connect directly with consumers and engage with them throughout their product ownership. safety recalls . safety recalls .

Technical Support 191

Technical Support Sales Upselling Technology 191

TechSee

OCTOBER 9, 2018

Utilize robust self-service tools such as FAQs, AI-powered knowledge bases and virtual technicians to help them find answers by themselves quickly. Use AI-based virtual assistants – Millennials are very open to communication with virtual entities – chatbots – including voice-based assistants and visual virtual technician.

Customer Service 359

Customer Service Self service Virtual Agent Chatbots 359

delighted

MARCH 28, 2024

With tens of thousands of customers using Surveys after our October 2023 launch, we’re incredibly excited to announce a pivotal enhancement to the product: AI Recommended Questions. Powered by Qualtrics AI , AI Recommended Questions is the ultimate survey creation assistant.

Surveys 64

Surveys Feedback Personalization Management 64

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. Conversational AI technology over the phone goes beyond chatbots to leverage the power of voice and offer a more personal experience.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

TechSee

MAY 4, 2023

As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications.

Self service 109

Self service Consulting Consulting Technology 109

COPC

JANUARY 15, 2024

But before they become proficient and fully productive, there are activities to onboard, train, nest, and become operational, usually happening within their first 90 days.   The first 90 days set the tone for the new hire’s relationship with the company, manager, and team. 

Best practices 78

Best practices Employee engagement Coaching Feedback 78

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. Keeping workflows flexible and scalable helps maintain productivity even as business needs evolve.

Chatbots 52

Chatbots Feedback Customer centricity Wait times 52

Inbenta

DECEMBER 21, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. While many have embraced AI, others are struggling to find a place for automation to effectively lower customer support costs and increase sales.

Chatbots 52

Chatbots Enterprise Contact Center Sales 52

COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. With the advent of generative AI (GenAI) and large language models (LLMs), we are in an era of exponential change.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

CSM Magazine

APRIL 18, 2024

The landscape of customer service is dramatically changing with the introduction of artificial intelligence (AI), particularly large language models (LLMs) such as ChatGPT. LLMs, on the other hand, can manage a much higher volume of customer inquiries simultaneously without any delay or fatigue.

Chatbots 52

Chatbots Feedback Wait times Customer Service 52

TeamSupport

NOVEMBER 15, 2023

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand.

Best practices 105

Best practices Customer Support Engineering Analytics 105

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 123

Best practices Government Engineering Accountability 123

AWS Machine Learning

MARCH 1, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With a knowledge base, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG).

APIs 109

APIs Finance Chatbots Enterprise 109

Connect

DECEMBER 11, 2023

Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. Innovation in artificial intelligence (AI) presents an unprecedented opportunity to disrupt this prevailing norm.

Technology 93

Technology Average Handle Time Cloud contact First call resolution 93

AWS Machine Learning

APRIL 18, 2024

In this post, we show you how to use LMA with Amazon Transcribe , Amazon Bedrock , and Knowledge Bases for Amazon Bedrock. When you’re done, you’ll wonder how you ever managed without it! You also need an existing knowledge base in Amazon Bedrock. If you haven’t set one up yet, see Create a knowledge base.

APIs 93

APIs Accountability Analytics Entertainment 93

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. In this article, we’ll explore five innovative and creative ways to leverage AI for sentiment analysis.

Feedback 83

Feedback Banking Chatbots Automotive 83

Inbenta

OCTOBER 30, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. While many have embraced AI, others are struggling to find a place for automation to effectively lower customer support costs and increase sales.

Chatbots 52

Chatbots Enterprise Contact Center Sales 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 106

Call Center Management Wait times Contact Center 106