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Great Tips on How to Run a Successful Workshop and Motivate Your Audience

Beyond Philosophy

One of the benefits of being in business and academia for years is that we have a lot of experience running workshops. This episode is a brain dump of all the stuff you won’t learn in a book but is critical to the successful outcome of your program. The first and perhaps most critical step is breaking the ice. By setting a relaxed and open tone, you ease participants into the session, ensuring they’re ready to engage.

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Avoiding Compliance Pitfalls: How Robust Contact Center QA Can Protect Your Business

CCNG

Discover how poorly managed contact center QA programs can lead to significant fines and legal actions. This article is the second in a series exploring the risks of substandard contact center QA practices. Avoiding Compliance Pitfalls: How Robust Contact Center QA Can Protect Your Business As a Contact Center Quality Leader in a regulated industry, I quickly learned to appreciate the extensive reach of the law.

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Customer Service Week 2024

ShepHyken

If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. This special week was created in the 1980s when the International Customer Service Association suggested that organizations should recognize the employees who create the experience that gets customers to say, “I’ll be back.

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Chatbots vs. Agentic AI: Key Differences and How to Spot Them

TechSee

At first glance, chatbots and Agentic AI may seem similar—both engage with users and provide automated responses. However, fundamental differences set Agentic AI apart from traditional chatbots, even those powered by large language models (LLMs). Let’s unpack these new technologies. If there were an MMA match, chatbots vs. agentic AI, where would each of them excel, or how would their approaches to your CX challenges differ?

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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GREAT Service is GREAT Theater. Don’t be just good. Be GREAT out there out there!

Bill Quiseng

In their book, The Experience Economy, Joseph Pine and James Gilmore define that “Work is theater and every business a stage.” If you were an actor delivering a great live theatrical performance, the audience becomes wrapped up in the experience and as they walk out of the theater, they are telling their friends that it was the best thing that they’ve enjoyed in a long time.

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Make Cybersecurity Awareness Month a Game-Changer for You and Your Career

Cisco - Contact Center

With cyber threats on the rise and the start of Cybersecurity Awareness Month, it couldn’t be a better time to elevate your skill set to meet attacks head-on—and defend, detect, and protect your data and networks.

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How Artificial Intelligence Can Supercharge Employee and Customer Experiences with Jim Payne

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences? Can AI be utilized effectively in smaller companies with limited budgets? How does AI improve efficiency and productivity for customer service teams? What is the impact of AI on employee retention?

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How Visual Service and AI Redefine CX Across Industries

TechSee

In today’s tech-savvy world, customer expectations for service efficiency are higher than ever. Traditional support methods are struggling to keep pace with rising demands, but visual service and artificial intelligence (AI) are stepping up to transform customer experiences (CX) across various industries. In this blog, we explore the role of generative AI in CX and how these cutting-edge technologies are redefining CX in the telecom, smart home, home security, and consumer electronics indu

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Product News – August 2024

Lumoa

content Lumoa Product News for August 2024 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! Actionable Insights have been overhauled! We originally offered lots of different Insights types, but we received long term feedback that customers were unsure of the differeneces between the Insights, and when one would be more applicable than the other

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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How To Stop Your Employees From Using Company Cars For Personal Journeys

Joe Rawlinson

You provide company cars to employees for a specific reason: they should use the vehicles to complete the required work tasks. For example, you run a delivery business, and you provide cars, vans, and trucks for drivers to load up and take orders to customers. You could also have some company cars for people to drive to meetings as a way of keeping up appearances.

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5 Reasons Why Developers Should Attend Security Conferences

Cisco - Contact Center

On the first night of BlackHat USA, I made conversation with a few friendly penetration testers who were perplexed when I told them I was a developer. Why would I be at a cybersecurity conference? …What was I hoping to get out of it?

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Top 5 Customer Service & CX Articles for Week of September 30, 2024

ShepHyken

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 comments about each article and would like to hear what you think too. CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes.

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4 ways data-driven insights create frictionless customer journeys.

Connect

By Charlene George, Sales Director at Connect SA Amid the intense competition of today’s market, delivering exceptional customer experience (CX) is mission-critical for companies that want to attract new customers and retain them throughout the customer lifecycle. Crafting a frictionless customer journey, characterised by ease of use, seamless interactions across channels, and memorable customer service that delights, is the cornerstone of customer satisfaction and loyalty.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Guatemala: Your Next Call Center Haven

Outsource Consultants

Nestled in Central America, Guatemala is a country rich in history, culture, and natural beauty. Bordering Mexico to the north and Belize to the east, Guatemala offers a unique blend of Mayan heritage and Spanish colonial influence. Beyond its cultural significance, Guatemala is emerging as a compelling destination for outsourcing. With a growing pool of skilled talent, competitive labor costs, and a favorable business environment, this Central American nation is attracting the attention of glob

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Maintain access and consider alternatives for Amazon Monitron

AWS Machine Learning

Amazon Monitron , the Amazon Web Services (AWS) machine learning (ML) service for industrial equipment condition monitoring, will no longer be available to new customers effective October 31, 2024. Existing customers of Amazon Monitron will be able to purchase devices and use the service as normal. We will continue to sell devices until July 2025 and will honor the 5-year device warranty, including service support.

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Stopping Attacks Early: The Power of Endpoint Telemetry in Cybersecurity

Cisco - Contact Center

With effective monitoring into endpoint activity, threats to the network can be detected and neutralized before causing extensive damage.

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How Artificial Intelligence Can Supercharge Employee and Customer Experiences with Jim Payne

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences? Can AI be utilized effectively in smaller companies with limited budgets? How does AI improve efficiency and productivity for customer service teams? What is the impact of AI on employee retention?

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Reimagine Your Communications With A Unified Platform

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.

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Case Study: Revolutionizing Online Review Responses at Scale Using Generative AI

24-7 InTouch

Engaging with online reviews holds immense value for brands to foster connections and establish a positive reputation with their customers. It is through these responses that trust is built, loyalty is nurtured, and authenticity is showcased. However, many brands struggle to keep up with the sheer volume of reviews while maintaining personalization and consistency—critical components of a strong online presence.

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7 Lessons on Customer Experience Excellence: Insights from a Personal Journey

C3Centricity

Inspiration for Customer Experience (CX) excellence can come from the most unexpected places. As business leaders, we know that keeping an open mind and learning from every occurrence is crucial to improving our own practices. Recently, I had an eye-opening experience that reinforced this lesson in a way I hadn’t anticipated. After the holiday season, I found myself grappling with severe lower back pain, which escalated into a medical ordeal that spanned hospital stays, emergency surgeries, and

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Using task-specific models from AI21 Labs on AWS

AWS Machine Learning

In this blog post, we will show you how to leverage AI21 Labs’ Task-Specific Models (TSMs) on AWS to enhance your business operations. You will learn the steps to subscribe to AI21 Labs in the AWS Marketplace, set up a domain in Amazon SageMaker, and utilize AI21 TSMs via SageMaker JumpStart. AI21 Labs is a foundation model (FM) provider focusing on building state-of-the-art language models.

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Password Advice for the Rest of Us

Cisco - Contact Center

Passwords are a problem and it’s hard to make a good one. So what can you do? Make them long, make them random, and maybe use a password manager.

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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.

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Help Scout Announces Partnership with TD SYNNEX

Help Scout

Help Scout to expand its reach through TD SYNNEX's extensive global reseller network, making it easier for more businesses to discover and adopt Help Scout's powerful customer communication platform.

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10 Must-Have Skills to Champion Your Account Management Team

Kapta Customer Success

The Role of Strategic Leadership in Driving Growth and Success Strategic leadership in account management is pivotal for ensuring sustained success and growth. It involves the ability to anticipate and navigate market trends, seize emerging opportunities, and proactively align account strategies accordingly. A strong strategic vision enables leaders to steer their teams towards achieving long-term objectives while maintaining a competitive edge.

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VirtualPBX October Feature Release: Empowering Your Communications

VirtualPBX

With our October feature release, VirtualPBX is thrilled to unveil the latest set of features designed to elevate your business communications by enhancing efficiency, customer satisfaction, and security. Whether you’re managing emergencies, optimizing call center operations, or streamlining team communication, these new features have you covered. Call Notifications AirDial AirDial plays a critical role in emergency communications, providing connectivity for everything from security panels to el

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Create your fashion assistant application using Amazon Titan models and Amazon Bedrock Agents

AWS Machine Learning

In the generative AI era, agents that simulate human actions and behaviors are emerging as a powerful tool for enterprises to create production-ready applications. Agents can interact with users, perform tasks, and exhibit decision-making abilities, mimicking humanlike intelligence. By combining agents with foundation models (FMs) from the Amazon Titan in Amazon Bedrock family, customers can develop multimodal, complex applications that enable the agent to understand and generate natural languag

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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UWA Innovates: Network Upgrade Transforms Student Experience, Boosts Security, and Drives Sustainability

Cisco - Contact Center

Discover how the University of Western Australia transformed its network infrastructure to enhance student experiences, secure research data, streamline operations, ensure cybersecurity compliance, and promote sustainability amidst unprecedented challenges.

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Understanding AI Ticket Routing: Benefits and Challenges

Help Scout

Learn all about AI ticket routing, the pros and cons of using it, and some suggestions on how to determine if it’s the right fit for your support team.

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Momentum Strengthens Bench to Elevate Microsoft Teams Deployments

Momentum Telecom

Momentum Taps Experienced Microsoft MVPs to Support Global Microsoft Teams Strategy ATLANTA —October 1 — Momentum , a leading global managed services provider, is pleased to announce the appointment of two recognized leaders in Microsoft technology. Mark Vale will serve as Momentum’s new Global Architect, while Satish Upadhyaya will act as Teams Enterprise Architect.