AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Best practices 126

Best practices Government Engineering Accountability 126

Hodusoft

NOVEMBER 30, 2023

Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? In general, as per the industry standard, a call center abandonment rate is between 5% and 8%. Also, a high call abandonment rate is 10% or more.

Abandon rate 59

Abandon rate Call Center Interactive Voice Response call center software 59

3CLogic

FEBRUARY 7, 2024

Consequently, your self-service channels don’t have access to the information needed to answer incoming inquiries, forcing customers to connect with a live agent to whom they need to restate their identity and reason for calling. It all comes down to implementing always-on, intelligent self-service.

Contact Center 59

Contact Center Cloud contact CRM Self service 59

Cisco - Contact Center

FEBRUARY 18, 2020

Many of our customers across the globe and from many industries have shared with us their struggle to balance the need for innovation with cloud-based capabilities powered by artificial intelligence (AI) to stay competitive while maximizing their valuable on-premises contact center investments in people, process, and technology.

Contact Center 114

Contact Center Enterprise Self service contact center solutions 114

Hodusoft

AUGUST 2, 2023

Technology costs Technology is the lifeblood of every business, especially contact centers. Modern contact centers can’t operate without a wide range of technology tools. So technology costs are among the major costs in contact centers. However, the cost per call varies from one industry to the other.

Contact Center 52

Contact Center Metrics Contact center software Interactive Voice Response 52

Global Response

MARCH 20, 2023

Implement ongoing and regular training to practice best practices for call handling. Implement advanced call routing and IVR systems Aside from agent training, there are other things you can do to reduce AHT as well—and making effective use of the technology available is an important one.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

TMP Direct

NOVEMBER 25, 2021

However, it has become the financial services industry standard for information security, and compliance is a prerequisite for working with global payment card brands. In the past decade’s worth of these annual reports, the best performance was reported in 2017, when 55 percent of organizations were found in full compliance.

industry standards 52

industry standards Government Self service Best practices 52

Balto

JANUARY 22, 2024

In fact, the earliest form of generative AI was introduced in the 60s, but of course, computers lacked the computational power needed to make the technology accessible to the masses. Create Voices for Customer Service and Client Calls Many customer queries are simple and repetitive — they typically don’t require direct agent involvement.

Contact Center 52

Contact Center Coaching Average Handle Time Scripts 52

Callminer

AUGUST 1, 2017

Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. Higher Ed Growth (HEG) is a full-service marketing agency specializing in post-secondary education. Customer service diminishes. Errors happen.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

NobelBiz

APRIL 18, 2023

Hyper efficiency refers to the ability of an organization or a team to perform at a level that is significantly higher than what is considered standard practice. Check our guide on what KPIs to follow if you want to have excellent customer service. Why is benchmarking important?

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Creative Virtual

JULY 18, 2019

Conversational AI is increasingly an important piece of these initiatives with chatbots and virtual agents becoming essential tools for providing 24/7 self-service to digital customers. Chatbots are more than customer self-service tools. Be realistic but plan for the future.

Interactive Voice Response 40

Interactive Voice Response Chatbots Virtual Agent Self service 40

aircall

JUNE 9, 2021

Phone calls are also an ideal customer support channel for less technologically adept customers, who may have difficulty with live chat and video chat options. Email is another customer service channel that is here to stay. Self-Service. Some of the most popular self-service tools are knowledge bases (e.g.,

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

JustCall

MARCH 9, 2023

You can create self-service menus, instant messaging-based self-services (like WhatsApp or SMS), a knowledge base, voice assistants, etc., Work on Service Quality Even if you get all the other aspects of your contact center right, if the service quality isn’t good, you are going to frustrate your customers.

Contact Center 40

Contact Center Interactive Voice Response Scripts Self service 40

AWS Machine Learning

NOVEMBER 16, 2023

Philips is a health technology company focused on improving people’s lives through meaningful innovation. Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care.

Healthcare 92

Healthcare Government Engineering APIs 92

Amity

NOVEMBER 27, 2017

” This is where best practice sharing can be so powerful. All companies, not just SaaS, should leverage technology. There is a great benefit to getting the right technologies in place to improve and scale support interactions, and this data can be used to proactively monitor the engagements that I spoke of above as well.

SaaS 71

SaaS industry standards Upselling Education 71

COPC

SEPTEMBER 3, 2019

“… the technology revolution (e.g., re-establishment of industry standards.”. Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial.

industry standards 40

industry standards Enterprise Technology Self service 40

AWS Machine Learning

NOVEMBER 22, 2023

Innovation Talks – Learn about the latest cloud technology from AWS technology leaders and discover how these advancements can help you push your business forward. In this session, learn how to build your first generative AI application with key services such as Amazon Bedrock. Reserve your seat now! Reserve your seat now!

Engineering 115

Engineering Best practices APIs Government 115

Tethr

OCTOBER 2, 2020

When you’re looking at the quality of a customer interaction over time, you’ll naturally see a rise in your customer’s expectations of your product, service or of doing business with you. 66% of 18-34-year-olds admit their customer service expectations have risen in the last year. Answer that question honestly.

Customer effort 105

Customer effort Customer Care Coaching Surveys 105