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

AWS Machine Learning

APRIL 12, 2023

Globally, many organizations have critical business data dispersed among various content repositories, making it difficult to access this information in a streamlined and cohesive manner. Amazon Kendra is an intelligent enterprise search service that allows users to search across different content repositories.

Enterprise 88

Enterprise APIs Engineering Management 88

AWS Machine Learning

SEPTEMBER 19, 2023

Financial organizations generate, collect, and use this data to gain insights into financial operations, make better decisions, and improve performance. Multi-modal agents are AI systems that can understand and analyze data in multiple modalities using the right tools in their toolkit.

Marketing 100

Marketing APIs Engineering Analytics 100

AWS Machine Learning

SEPTEMBER 7, 2023

Efficient control policies enable industrial companies to increase their profitability by maximizing productivity while reducing unscheduled downtime and energy consumption. In offline reinforcement learning, one can train a policy on historical data before deploying it into production.

Metrics 93

Metrics Engineering Scripts Accountability 93

Expivia

FEBRUARY 14, 2024

Guide to Preparing Your Contact Center for AI Integration The integration of Artificial Intelligence (AI) in call centers represents a monumental shift in how customer experiences are delivered. companies tell you, to do AI properly, you need to put in the work to do it right. AI is not plug-and-play.

Contact Center 52

Contact Center Call Center Metrics Scripts 52

Callminer

AUGUST 1, 2017

Coping with unanticipated upticks in demand, staff turnover, and other common call center challenges only further complicate matters for managers working to create an efficient, productive, and effective team. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

AWS Machine Learning

MAY 23, 2023

This is a guest blog post co-written with Vik Pant and Kyle Bassett from PwC. A recent PwC CEO survey unveiled that 84% of Canadian CEOs agree that artificial intelligence (AI) will significantly change their business within the next 5 years, making this technology more critical than ever.

Engineering 74

Engineering Government Calibration Scripts 74

Lumoa

JULY 17, 2023

User interface feedback and qualitative surveys Digitizing Customer Experience: A Key Step to Make Your Company Competitive The Connection between Digital Transformation and Customer Experience The term digital transformation refers to integrating digital technology into all aspects of a business.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Fonolo

MAY 23, 2023

Contact center managers know this implicitly. This blog will explore the concept of hyper-personalization to understand its benefits, discuss strategies and consider examples. However, when implemented ethically and transparently, the benefits outweigh the risks. Customers want to feel seen. Let’s start with some definitions.

Contact Center 106

Contact Center Personalization Analytics Chatbots 106

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center? Why Are Call Center Campaigns Important?

Call Center 52

Call Center Interactive Voice Response Contact Center Inbound sales 52

AWS Machine Learning

JANUARY 6, 2023

Thomson Reuters provides market-leading products in the Tax, Legal and News campaign, which users can sign up to using a subscription licensing model. Prior to building this centralized platform, TR had a legacy rules-based engine to generate renewal recommendations. This post is co-written by Hesham Fahim from Thomson Reuters.

Personalization 66

Personalization APIs Engineering Enterprise 66

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. One critical step in doing this is to identify key performance indicators (KPIs) that you can track while tweaking elements of your CX.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

AWS Machine Learning

FEBRUARY 24, 2023

In this post, we describe our design and implementation of the solution, best practices, and the key components of the system architecture. For more information, refer to Preview: Use Amazon SageMaker to Build, Train, and Deploy ML Models Using Geospatial Data.

APIs 85

APIs Benchmark Government Analytics 85

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Want to fully maximize the value by implementing Customer Retention Software ?

Customer retention 52

Customer retention SaaS Calibration Analytics 52

Lumoa

FEBRUARY 2, 2023

Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. This guide will dig into everything you need to know about customer experience. Before the digital age, customer experience in retail was a completely different world. These elements, and others, are still significant today, of course.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

Nicereply

MARCH 30, 2022

The first step is always to value your customers’ time and preferences. More than 75% of companies have witnessed increased customer loyalty, sales, and revenue after implementing live chat. Agents can also help customers with picture guides for technical issues that customers cannot resolve with voice or text support alone.

Customer Service 96

Customer Service Scripts Call Center Customer Support 96

JustCall

AUGUST 8, 2023

But over time, thousands of customers shopping for billions of products can lead to data lakes that cannot be manually captured or analyzed. This is where the application of AI in ecommerce can turn out to be a game-changer. Use of AI in Ecommerce: An Overview Artificial intelligence is everywhere. How to Use AI in Ecommerce?

Sales 52

Sales Best practices industry standards Personalization 52

AWS Machine Learning

AUGUST 16, 2023

This is a guest blog post co-written with Ben Veasey, Jeremy Anderson, Jordan Knight, and June Li from Travelers. Travelers collaborated with the Amazon Machine Learning Solutions Lab (now known as the Generative AI Innovation Center ) to develop this framework to support and enhance aerial imagery model use cases.

Scripts 71

Scripts Analytics Technology Benchmark 71

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? Hyper efficiency is a term used to describe the streamlining of processes to increase productivity, reduce costs, and improve customer service. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Uniphore

JUNE 16, 2021

While this is an important metric for internal operating costs — shaving 10 or 20 seconds per call across thousands of interactions can add up to significant savings — managers often get in trouble by thinking of it as an end-all-be-all. You probably already think enough about Average Handle Time, or AHT for short. In fact, 67.4%

Average Handle Time 59

Average Handle Time Call Center Contact Center Metrics 59

PeopleMetrics

FEBRUARY 25, 2022

How do you design and manage a CX strategy? CX Management and High-Impact Customers. CX Management and High-Impact Customers. The Customer Experience Management Process. What is customer experience management? A CX process generates data and insights through customer feedback loops. How do you get started?

Customer Experience 71

Customer Experience Journey mapping Feedback Metrics 71

Creative Virtual

JANUARY 26, 2023

As a specialist within the conversational AI space, Creative Virtual is excited about what ChatGPT and the technology behind it bring to our industry. Using it as a generative tool means you can’t steer in detail what it’s going to say. What kind of AI is ChatGPT and how is that different from how V-Person works?

Virtual Agent 52

Virtual Agent Chatbots APIs Engineering 52

Nicereply

OCTOBER 24, 2023

It’s not just their products or services; it’s the memorable experiences they create. CX refers to the perceptions, emotions, and reactions that a customer has while interacting with a brand, product, or service across all touchpoints. Businesses recognized that simply delivering a product wasn’t enough.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

REVE Chat Blog

OCTOBER 10, 2019

From streamlining the activities and boosting productivity to increased customer engagement, the following use cases will prove to leverage chatbots worthy for your business. Along with impacting personal lives, AI powered chatbots are also transforming the way businesses communicate with their customers and prospects.

Chatbots 83

Chatbots Sales Personalization Customer Support 83

CrazyCall

SEPTEMBER 4, 2018

Personal blog. Social media are not just about little kittens and juicy gossip about movie stars. Social media are a great way to share knowledge and advice with others. Sales influencers adore doing this. And people follow them for that. This year HubSpot celebrated its twelves anniversary. million in total revenue in Q1 2018. Steli Efti.

Sales 129

Sales SaaS CRM B2B 129

SmartAction

MAY 23, 2019

Step 4>> . . This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. What does a best-of-breed CX team look like?

Self service 40

Self service Virtual Agent Contact Center Engineering 40

AWS Machine Learning

MAY 15, 2024

Multiple-choice questions require substantial time to generate quality distractors and ensure a single unambiguous answer, and composing effective true-false questions demands careful effort to avoid vagueness and assess deeper understanding. Crafting new questions for exams and quizzes can be tedious and time-consuming for educators.

Education 87

Education APIs Engineering Banking 87

CSM Practice

FEBRUARY 20, 2020

Prescriptive playbooks and CTAs are generated in line with the insights gained from the data. At early startup stages , customer success teams and other customer-facing teams are usually familiar with their customer base. This relationship-driven engagement model becomes difficult as the customer base becomes larger and more diversified.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

SmartKarrot

APRIL 20, 2023

This blog post will explore six highly-valuable resources to help you take your customer success strategy to the next level. Playbooks “Customer success is not just about solving problems, it’s about ensuring that your customers achieve their desired outcomes with your product or service.”

Chatbots 19

Chatbots Analytics Upselling CRM 19

AWS Machine Learning

APRIL 23, 2024

Each step requires waiting for remote compute resources to start up, which delays validating implementations and getting feedback on changes. This reduces the iteration cycle from minutes down to seconds, boosting developer productivity.

Scripts 95

Scripts APIs Engineering Feedback 95

Vistio

JULY 11, 2022

So I did a lot of traveling and the reason I bring it up is, technology back then was just starting to make a real impact on the general consciousness I suppose, in the context of globalization. Today we have on the pod with us, Stephen Loynd. Welcome Steven, can I record this call for quality assurance? Absolutely Hailey.

Technology 52

Technology Self service Contact Center Analytics 52

AWS Machine Learning

APRIL 30, 2024

As of April 30, 2024 Amazon Q Business is generally available. Amazon Q Business is a conversational assistant powered by generative artificial intelligence (AI) that enhances workforce productivity by answering questions and completing tasks based on information in your enterprise systems.

Enterprise 101

Enterprise Accountability APIs Management 101

Lumoa

MAY 16, 2024

We’re tackling a complex yet crucial topic in machine learning and AI development. It’s an innovative approach that’s changing the game in data science and AI development. Before we begin, we’d like to set the expectations for you dear readers. And our goal? So, let’s start this journey together.

Engineering 83

Engineering Banking Metrics Big data 83

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Many customer service departments are actively implementing strategies, enabling their companies to achieve healthy growth in the face of challenging market conditions and intense competition. According to the Customers 2020 Report, by 2020, customer experience will overtake price and product as the key brand differentiator.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

CallSource Insights

JUNE 7, 2019

Products or services cannot be sold solely on the internet or in brick-and-mortar stores. Appointment-based companies need to track incoming phone calls to determine what channels drive customers to call, and which ads generate qualified leads. The phones are a vital step in consumers’ buying journeys; they must not be ignored.

Management 40

Management Advertising Analytics Marketing 40

AWS Machine Learning

MARCH 14, 2024

Generative AI applications driven by foundational models (FMs) are enabling organizations with significant business value in customer experience, productivity, process optimization, and innovations. In this post, we explore different approaches you can take when building applications that use generative AI.

Best practices 104

Best practices Engineering Chatbots Enterprise 104

Lumoa

FEBRUARY 9, 2023

As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. How do you take action on customer experience?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178