ShepHyken

NOVEMBER 21, 2024

Top Takeaways: Companies spend $80 billion to $90 billion each year on marketing, but only $8 billion annually on customer service. How much can bad customer service cost your business? It could cost you your business. Only one out of every 26 customers who have a complaint will let you know. Instead, they will tell everybody else. The best marketing you can have involves your customer walking out the door after an amazing experience, and talking about you with everyone else.

Feedback 156

Feedback Marketing Customer Service Customer Experience 156

AWS Machine Learning

NOVEMBER 21, 2024

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative AI applications with security, privacy, and responsible AI. The recent announcement of batch inference in Amazon Bedrock enables organizations to process large volumes of data efficiently at 50% less cost comp

APIs 112

APIs Call Center Engineering Personalization 112

Interaction Metrics

NOVEMBER 21, 2024

Improving customer service is more crucial than ever in 2024. Research shows that customers are 2.4 times more likely to stick with a brand when their issues are resolved quickly, yet over half will abandon companies that fail to anticipate their needs. This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track.

Customer Service 62

Customer Service Metrics Journey mapping CRM 62

AWS Machine Learning

NOVEMBER 21, 2024

As generative AI models advance in creating multimedia content, the difference between good and great output often lies in the details that only human feedback can capture. Audio and video segmentation provides a structured way to gather this detailed feedback, allowing models to learn through reinforcement learning from human feedback (RLHF) and supervised fine-tuning (SFT).

APIs 103

APIs Feedback Telecommunications Management 103

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Imagine a tool that not only predicts customer churn with laser precision but also unlocks new avenues for growth, ensuring your business thrives in today’s competitive landscape.

Chief Customer Officer 62

Chief Customer Officer Enterprise Upselling Sales 62

Cisco - Contact Center

NOVEMBER 21, 2024

Security Engineering Technical Leader Alice S. shares her experience representing her Native culture while supporting IỊisaġvik College and the Iñupiaq Alaska Native Tribe in the Arctic.

Technology 79

Technology Engineering 79

CSM Magazine

NOVEMBER 21, 2024

TTEC Digital Named Major Contender in Everest Group’s 2024 PEAK Matrix for Mid-market Digital Transformation Services. TTEC Holdings Inc., a leading global CX (customer experience) technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital , announced today that TTEC Digital has been recognized as a Major Contender in the 2024 Everest Group PEAK Matrix ® Assessment for Digital Transformation Services for Mid-market Enterprises.

Enterprise 52

Enterprise Benchmark Customer centricity Analytics 52

Cisco - Contact Center

NOVEMBER 21, 2024

We are excited to announce that Cisco is now publishing life cycle assessments (LCAs) for some of our hardware products.

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Kapta Customer Success

NOVEMBER 21, 2024

Discover seven expert strategies to improve customer retention rates, enhance client satisfaction, and drive long-term growth with actionable insights and advanced tools.

Customer retention 52

Customer retention Accountability Technology Management 52

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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center

Amplifai Coaching Category

NOVEMBER 21, 2024

Learn all about customer insights. How they work, challenges, history and how AI is poised to turn customer insights into action in 2025.

Analytics 52

Analytics 52

Help Scout

NOVEMBER 21, 2024

If you have a Shopify store, then picking a Shopify-friendly help desk is a must. Here are eight Shopify customer service apps for providing great support.

Customer Service 40

Customer Service 40

AWS Machine Learning

NOVEMBER 21, 2024

Fine-tuning foundation models (FMs) is a process that involves exposing a pre-trained FM to task-specific data and fine-tuning its parameters. It can then develop a deeper understanding and produce more accurate and relevant outputs for that particular domain. In this post, we show how to use an Amazon SageMaker Autopilot training job with the AutoMLV2 SDK to fine-tune a Meta Llama2-7B model on question answering tasks.

Metrics 101

Metrics APIs Healthcare Scripts 101

Cisco - Contact Center

NOVEMBER 21, 2024

Cisco and Tele2 IoT are expanding their partnership to jointly develop new features for the IoT Control Center and other solutions within the Cisco Mobility Services Platform, aiming to empower businesses to maximize their IoT investments. This collaboration focuses on enhancing connectivity and driving digital transformation across industries, marking a significant advancement in IoT technology.

Technology 96

Technology 96

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The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp

Customer Experience

AWS Machine Learning

NOVEMBER 21, 2024

Today, we’re excited to share the journey of the VW —an innovator in the automotive industry and Europe’s largest car maker—to enhance knowledge management by using generative AI , Amazon Bedrock , and Amazon Kendra to devise a solution based on Retrieval Augmented Generation (RAG) that makes internal information more easily accessible by its users.

Management 83

Management APIs Engineering Construction 83

Cisco - Contact Center

NOVEMBER 21, 2024

As cyber threats evolve, defending workloads in today’s multi-cloud environments requires more than traditional security. Attackers are no longer simply at the perimeter; they may already be inside, waiting to exploit vulnerabilities. This reality demands a shift from just keeping threats out to minimizing their impact when they breach.

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MiaRec

NOVEMBER 21, 2024

Contact centers are increasingly turning to AI to enhance customer interactions and streamline operations. One of the key elements of successful AI implementation is effective prompt design. Crafting the right prompts can significantly influence the quality of responses generated by AI systems, making this process a critical focus for contact center managers.

Contact Center 59

Contact Center Management Quality management 59

Cisco - Contact Center

NOVEMBER 21, 2024

In today’s fast-paced, technology-driven world, the UK stands at a critical juncture. The Industrial Strategy presents an opportunity to weave digital technologies as the golden thread through the UK’s economic plan.

Technology 56

Technology 56

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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

CSM Magazine

NOVEMBER 21, 2024

ECO Providers, an award-winning company delivering energy saving schemes across the UK, has rolled-out BigChange job management software to support business growth. The system seamlessly connects field staff with back-office systems in real-time, so ECO Providers can efficiently schedule, track, and report on hundreds of energy-saving projects annually.

CRM 52

CRM Construction Engineering Finance 52

Brad Cleveland Blog

NOVEMBER 21, 2024

Epiphanies can come from the most unexpected sources. My wife Kirsten and I recently spent some time in the London area. It was to be a quick business trip, but seeing that it fell on my birthday, we decided we’d … Continue reading → The post A New Wave of Work Is Coming to Contact Centers appeared first on Brad Cleveland.

Contact Center 29

Contact Center Multi-channel support Call Center 29

CSM Magazine

NOVEMBER 21, 2024

Sabio Group , a global specialist in digital customer experience (CX) transformation, announced today that it is helping Grands Moulins De Paris strengthen CX and customer service through the deployment of a new contact centre solution. Grands Moulins de Paris, a key player in the milling market in France and internationally, has worked with Sabio to deliver a Genesys Cloud solution as a robust and scalable CX platform to enhance customer service, particularly in its telesales operations.

Marketing 52

Marketing Technology Customer Service Management 52