Beyond Philosophy

JULY 25, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: So, you know that friction in a Customer Experience is bad. But have you also considered what friction means to an Employee Experience? I’ll give you a hint: it’s also bad. Christophe Martel , founder and CEO of FOUNT , an organization that eliminates workplace friction, does think about it, and we had him as a guest on our podcast.

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Healthcare Management Call Center Customer Experience 195

Callminer

JULY 25, 2024

Read this blog to learn how call centers can invest in training to upskill agents in their communication and support skills, in turn improving the call center’s overall performance.

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Call Center 182

ShepHyken

JULY 21, 2024

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. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response.

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Bill Quiseng

JULY 24, 2024

In 1976, while I was a 20-year-old student at Santa Clara University, CA, I became a part-time charter associate of Marriott’s Great America Theme Park. After graduating from college two years later, I joined Marriott Hotels and until 2021, I’ve been in full-service and luxury hotels and resorts. There was no such thing as CX, but I was doing more than serving to satisfy guests.

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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.

Contact Center

Cisco - Contact Center

JULY 25, 2024

The need to support hyperscale data centers, pervasive cloud services, and AI workloads is changing the data center paradigm. Today’s data centers need to be scalable, energy efficient, and advance sustainability.

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Callminer

JULY 22, 2024

Read this blog to learn how real-time agent guidance, leveraging natural language processing and other AI technologies, can give agents customer-focused suggestions at the best opportunities.

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Contact Center Technology 182

Upstream Works

JULY 24, 2024

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post 3 Ways Contact Center AI Improves Operational Efficiency appeared first on Upstream Works.

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Contact Center 88

Enghouse Interactive

JULY 25, 2024

Discover the top contact center events and conferences in the USA for 2024. The events in the list are handpicked by Enghouse Interactive, a leading contact center solution provider, empowering businesses with cutting-edge technology for over 35 years.

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Contact Center contact center solutions Technology 92

Customer Service Life

JULY 22, 2024

Image by Vlad Vasnetsov from Pixabay Have you ever assisted a customer and you really, really wanted to find a solution for them? Yes, I know in customer support our goal is almost always to find solutions for customers. I’m talking about that customer that perhaps has a really cool use case or perhaps they have the odds stacked against them and you’re committed to making it work.

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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.

Customer Experience

AWS Machine Learning

JULY 24, 2024

Large language models (LLMs) have achieved remarkable success in various natural language processing (NLP) tasks, but they may not always generalize well to specific domains or tasks. You may need to customize an LLM to adapt to your unique use case, improving its performance on your specific dataset or task. You can customize the model using prompt engineering, Retrieval Augmented Generation (RAG), or fine-tuning.

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APIs Engineering Metrics Enterprise 86

Cisco - Contact Center

JULY 22, 2024

We have a shared responsibility to embed cybersecurity at the core of our digital strategies, and we look forward to the opportunity to enhance cyber resilience in Africa—a continent on the brink of a remarkable digital transformation.

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Joe Rawlinson

JULY 22, 2024

In today’s competitive business landscape, fostering a positive work environment isn’t just about salaries and perks—it’s about showing genuine appreciation for your employees’ hard work. One effective way to do this is through thoughtful, customized merchandise that not only acknowledges their contributions but also motivates them for continued success.

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Morale Advertising Personalization 78

Enghouse Interactive

JULY 23, 2024

Discover the must-attend contact center conferences in Europe for 2024. Join industry leaders and pioneers to explore AI-driven customer engagement solutions and network with professionals at events like the CX Summit, CCW Europe, and more.

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Contact Center 96

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!

Customer Experience

Integrity Solutions

JULY 24, 2024

In an increasingly complex and competitive business world, small businesses often face unique challenges that can hinder their growth and success. One of the most critical areas where small businesses can gain a competitive edge is by investing in their teams’ development, particularly through sales training. Small business sales training is not just about learning how to sell more products or services; it’s about transforming the mindset of your sales team, enhancing the value they

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AWS Machine Learning

JULY 23, 2024

In today’s digital landscape, the protection of personally identifiable information (PII) is not just a regulatory requirement, but a cornerstone of consumer trust and business integrity. Organizations use advanced natural language detection services like Amazon Lex for building conversational interfaces and Amazon CloudWatch for monitoring and analyzing operational data.

Accountability 89

Accountability Government Chatbots Best practices 89

Cisco - Contact Center

JULY 25, 2024

Go behind the scenes of the new CCNA 2.1 Learning Path, updated to align with the 200-301 CCNA v1.1 exam available for testing this August.

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Avoxi

JULY 25, 2024

Global Voice for Genesys: Everything You Need To Know Genesys is a regular in the Gartner Magic Quadrant for CCaaS, consistently earning recognition as a leader. Going head-to-head with giants like Amazon and cloud pureplay specialists like Five9 and NICE, presence in the top right-hand side of the quadrant is no mean feat. This alone,… The post Global Voice for Genesys: Everything You Need To Know appeared first on AVOXI.

Contact Center 62

Contact Center 62

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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.

Enghouse Interactive

JULY 22, 2024

Discover leading cloud-based CCaaS solutions. Learn why Enghouse stands out in terms of top-notch reliability, customization, and support. This guide compares the features, pricing, benefits, and limitations of the top 6 providers to help you choose the best for your business.

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Contact Center 87

OctopusTech

JULY 25, 2024

Videos are becoming an increasingly important part of SEO marketing strategies. Incorporating videos into your content strategy can help boost your site’s search rankings, increase user engagement, and add another dimension to your online marketing. Here are some of the key roles videos play in SEO. Driving Organic Traffic Videos help optimize your site content for relevant search queries.

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Marketing Real estate Engineering Analytics 62

AWS Machine Learning

JULY 25, 2024

Implementing hardware resiliency in your training infrastructure is crucial to mitigating risks and enabling uninterrupted model training. By implementing features such as proactive health monitoring and automated recovery mechanisms, organizations can create a fault-tolerant environment capable of handling hardware failures or other issues without compromising the integrity of the training process.

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Construction Metrics Scripts Engineering 72

Concentrix

JULY 24, 2024

On-Demand Webinar Unifying Tech to Create Connected CX Journeys In today’s digital age, delivering seamless and connected customer experiences across various touchpoints is critical to an organisation’s success. Join our panel of industry experts in this on-demand webinar as they explore strategies for unifying technology to create cohesive customer journeys that drive satisfaction and loyalty.

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Technology Customer Experience 62

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.

Customer Experience

C3Centricity

JULY 23, 2024

All CEOs face many challenges, perhaps those of small and mid-sized companies more so than others. However, the current data-rich environment offers an enormous untapped potential for SMEs. Let me explain. Today’s technically advanced and data-rich environment makes the strategic use of data a crucial element for success. While many companies recognise the importance of its leverage for marketing purposes, an often overlooked aspect holds immense potential: the comprehensive and superior u

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Customer centricity Marketing Customer Experience 62

Ambs Call Center

JULY 26, 2024

Discover 9 effective ways to reduce employee absenteeism in the workplace, from improving communication to implementing a call-off hotline. Learn more now!

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Abby Connect

JULY 26, 2024

In today’s fast-paced business world, efficiency is key. One tool that many companies are turning to for enhanced productivity and cost savings is a call handling service like Abby Connect. The right call handling service for your business can streamline operations and significantly impact your bottom line.

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AWS Machine Learning

JULY 25, 2024

Amazon Q Business is a fully managed, generative artificial intelligence (AI)-powered assistant that helps enterprises unlock the value of their data and knowledge. With Amazon Q, you can quickly find answers to questions, generate summaries and content, and complete tasks by using the information and expertise stored across your company’s various data sources and enterprise systems.

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Scripts APIs Engineering Enterprise 69

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!

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Ann Michaels and Associates

JULY 26, 2024

Creating a customer-centric business involves putting the needs and experiences of customers at the forefront of all business decisions. Here are ten ways to make your business more customer-centric: Understand Your Customers: Conduct regular market research and customer surveys to understand their needs, preferences, and pain points. Develop detailed customer personas to better tailor your products, services, and marketing efforts.

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Customer centricity Journey mapping Feedback Metrics 52

Cisco - Contact Center

JULY 23, 2024

Discover Talo’s first episode of Talos Threat Perspective and how Cisco’s User Protection Suite can provide a layered approach to security.

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CSM Magazine

JULY 25, 2024

For many businesses, daily operations can feel like a complex puzzle with ever-shifting pieces. Tasks pile up, communication gets bogged down, and valuable insights remain hidden. Fortunately, the answer to these challenges might lie right at your fingertips: technology. This article will explore the transformative power of technology in streamlining business operations, from automating repetitive tasks to improving customer experiences.

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