Thu.Mar 28, 2024

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The Myth of the Silver Bullet: Unraveling Quick Fixes in Business

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do.

CRM 195
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3 Use Cases for Video CX in the Contact Center

Upstream Works

Our latest blog post explores three practical vertical use cases for video engagements in contact centers. The post 3 Use Cases for Video CX in the Contact Center appeared first on Upstream Works.

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Introducing AI Recommended Questions

delighted

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. As soon as you add at least two questions to your survey, Delighted’s AI Recommended Questions will suggest three other questions for you to consider. Powered by Qualtrics AI , AI Recommended Questions is the ultimate survey creation assistant.

Surveys 59
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Efficient continual pre-training LLMs for financial domains

AWS Machine Learning

Large language models (LLMs) are generally trained on large publicly available datasets that are domain agnostic. For example, Meta’s Llama models are trained on datasets such as CommonCrawl , C4 , Wikipedia, and ArXiv. These datasets encompass a broad range of topics and domains. Although the resulting models yield amazingly good results for general tasks, such as text generation and entity recognition, there is evidence that models trained with domain-specific datasets can further improve LLM

Finance 56
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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CX Roadmaps to Omnichannel Customer Engagement 

Concentrix

Discover how Concentrix can help improve your customer engagement strategy in our takeaways from Retail Omnichannel Futures Summit.

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10 Women in Customer Experience (CX) to Follow in 2024

Working Solutions

In the rapidly evolving field of customer experience (CX), staying ahead means continuously learning from the best. As we navigate through 2024, a year promising innovative CX strategies and heightened customer expectations, there are thought leaders whose insights and expertise can guide us toward success.

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The Enterprise Guide to Generative AI and Intelligent Virtual Assistants

ConvergeOne

In an era marked by rapid technological advancements, Generative Artificial Intelligence (GenAI) and Intelligent Virtual Assistants (IVAs) powered by GenAI stand out as two transformative forces. These technologies promise to revolutionize business models, accelerate operational efficiencies, and reimagine customer engagement strategies. We’ll dive deeper into these technologies, their significance for enterprises, and their potential impact across various industries.

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10 Ideas for Employee Well-being in Your Contact Center

CSM Magazine

In the busy and sometimes stressful environment of a contact center, maintaining employee well-being is both a challenge and a necessity. Industry research indicates: 74% of call center agents are at risk of burnout due to high emotional labor. 91% of call center agents experience anxiety and other mental health issues. Forty-three percent of contact center staff are unhappy in their roles , and 35 percent are considering leaving their jobs in the next 12 months.

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Making applications more sustainable with Cisco

Cisco - Contact Center

Global greenhouse gas emissions in the tech sector are significant as they are on par or larger than that of the aviation industry.

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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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Essential Software Solutions: Navigating the Digital Landscape of the Restaurant Industry

CSM Magazine

Restaurant owners operate under tight margins. Caterers, fast food, and food trucks often do better than full-service restaurants, while cafes typically have the best margins. However, regardless of which type of organization a restaurant owner runs, they want to save time and money. The right software program can help them achieve this goal. This program will automate repetitive tasks and free up employees for jobs that add value to the company.

Sales 52
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Partnering for Purpose: Bridging the Gender Gap in Leadership Development

Cisco - Contact Center

In the dynamic landscape of the technology sector, gender diversity remains a significant challenge.

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The Importance of Responsive Customer Support at Crypto Casinos

CSM Magazine

Crypto casinos have become a distinct category in the gaming industry, standing out for their use of cryptocurrencies like Bitcoin, Ethereum, and Litecoin. Notably, online casinos accepting cryptocurrency offer players a myriad of advantages over traditional platforms, including transparency, enhanced security, and the convenience of faster and cheaper transactions.

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Advanced RAG patterns on Amazon SageMaker

AWS Machine Learning

Today, customers of all industries—whether it’s financial services, healthcare and life sciences, travel and hospitality, media and entertainment, telecommunications, software as a service (SaaS), and even proprietary model providers—are using large language models (LLMs) to build applications like question and answering (QnA) chatbots, search engines, and knowledge bases.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Improving Customer Retention in Creative Industries: Strategies for Music Studios

CSM Magazine

As a music studio owner, you know that every melody has its rhythm, and the same goes for your business flow. But when it comes to students, the real art is not just attracting new faces—it’s about keeping them coming back for more. Crafting strategies for customer retention is like composing a hit song; it requires attention to detail, creativity, and some personal flair.

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The Organized Mailroom: Solutions for Smooth and Seamless Operations

CSM Magazine

The efficiency of a company’s mailroom operations can significantly contribute to its overall productivity and customer satisfaction. An organized and well-managed mailroom ensures timely distribution and dispatch of mail, preventing delays and miscommunications. This guide aims to provide comprehensive solutions that can be implemented to streamline mailroom operations, ensuring smooth and seamless workflows.