Wed.Nov 30, 2022

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Contact Center Terminology – Abbreviations & Key Terms Explained!

Babelforce

Do you know your DTMF IVRs from your ACDs? Or your conformance rates from your utilization rates? There’s a lot of terminology to get your head around in call centers and customer experience. (Working with contact centers around the world, we know that better than anyone!). That’s why we’ve put together a glossary covering some key CX terms, with some links to further resources so you can become your company’s CX expert in no time.

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Don’t Forget What Got You to the Dance?

ShepHyken

A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. . A company changed its invoicing terms. It wanted to tighten its terms to get paid sooner, with larger penalties for late payment. . A retail store changed its return policy.

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Stability AI builds foundation models on Amazon SageMaker

AWS Machine Learning

We’re thrilled to announce that Stability AI has selected AWS as its preferred cloud provider to power its state-of-the-art AI models for image, language, audio, video, and 3D content generation. Stability AI is a community-driven, open-source artificial intelligence (AI) company developing breakthrough technologies. With Amazon SageMaker , Stability AI will build AI models on compute clusters with thousands of GPU or AWS Trainium chips, reducing training time and cost by 58%.

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Amplify Customer Experience in Retail with Conversational AI

Lumoa

The Ecommerce industry has seen an impressive development in recent years. Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

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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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Improve Agent & Customer Experiences with AI-Powered Routing

Upstream Works

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In the early stages of the pandemic, business conditions became very fluid. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased.

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Improve Agent & Customer Experiences with AI-Powered Contact Routing

Upstream Works

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. In the early stages of the pandemic, business conditions became very fluid. In a 2020 survey by Gartner , 41% of respondents noted that contact volumes had increased.

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What Is UX and UI Design

JivoChat

Do you know what is UX and UI Design? If you work with marketing, design, or developing websites and apps, you probably have already heard of those terms. Short for user experience and user interface, respectively, there is a reason they are so popular. . It’s essential to understand and take into consideration how the user will interact with web pages and different types of software.

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AI21 Jurassic-1 foundation model is now available on Amazon SageMaker

AWS Machine Learning

Today we are excited to announce that AI21 Jurassic-1 (J1) foundation models are available for customers using Amazon SageMaker. Jurassic-1 models are highly versatile, capable of both human-like text generation, as well as solving complex tasks such as question answering, text classification, and many others. You can easily try out this model and use it with Amazon SageMaker JumpStart.

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Accelerate Your Digital Transformation Journey With These 4 Steps Gartner® Says Can’t Be Missed

LiveVox

Learn the 4 critical components IT leaders must address to accelerate their organization’s digital business initiatives. The post Accelerate Your Digital Transformation Journey With These 4 Steps Gartner® Says Can’t Be Missed appeared first on LiveVox.

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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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Call Barging: Benefits

Voiptime

Every contact center requires tools to control, monitor, and fix agents' activity during accomplishing work processes. As most contact center operations are about calls or other communication types, it is vital to bear an option to come up with assistance and support if agents can not solve customer issues on their own or the situation is going out of control.

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Meet Zoom Virtual Agent, the next Evolution of Solvvy

Solvvy

Since Zoom acquired Solvvy earlier this year, many people have asked me why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio. And conversely, what led Solvvy to join forces with Zoom? I’m pleased to share the first result of our shared vision, which centers around rapid innovation and a total focus on delivering happiness.

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What is Contact Center AI?

Advantage Communications

Contact center artificial intelligence (AI) is a type of software that enables customer service reps to automate tasks, including customer support. This can be used to create a self-service system where customers can find answers to their questions without needing to speak to a customer service representative, dramatically improving the customer experience and improving efficiencies for customer support teams.

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Analyzing Your Dialer Configuration with These 9 KPI Metrics 

Calltools

A properly configured dialer is a vital component to help support both call agents and customers. When a dialer works correctly, it helps to make calls easier for agents and provides a smoother experience for customers. The dialer configuration should take on the “heavy lifting” of calls, allowing agents to focus on converting leads and assisting customers more efficiently.

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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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Future of Payments Survey Finds Increasing Consumer Trust Towards Digital Payment Methods

CSM Magazine

PCI Pal partners with Worldpay from FIS and Savanta to explore behaviours, attitudes, and experiences of consumers towards today’s most popular payments methods. A survey of more than 2,200 people across the United Kingdom and United States has found that Digital Wallet payments, such as Apple Pay, Google Pay or PayPal, is increasing in popularity in both the UK and US, with at least 7 in 10 using the method regularly to pay for online purchases.

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What is an Outbound Calling Strategy?

Babelforce

VoIP technology has made outbound calling more affordable than ever. It’s no longer a type of contact used only for high-value sales calls. But, this doesn’t mean you no longer need to think about how you make outbound calls. An effective outbound calling strategy will ensure you maximize your agent’s efficiency and outbound budget. In this post: What is an Outbound Calling Strategy?

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Questions to ask before choosing outsource live chat support service

Blueship Call Center

Whether you are a first-time entrepreneur juggling many tasks at once or a seasoned executive managing a larger organization, you will need to increase your customer service efforts and hire more team members as your business expands. You might wonder if you should work with an outsourced firm or employ an in-house staff for customer assistance or lead generation on your website using outsource live chat support.

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Top 5 Posts in November

Contact Center Pipeline

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost importance for our remote workers–writing well. The pandemic has brought a surge in independent workers, and Kim helps our readers learn how best to navigate these contract arrangements. In his timeless […].

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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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Nov 30 – Customer Success Jobs

SmartKarrot

Role: Customer Success Director Location: Edmonton, AB, Canada (Hybrid) Organization: Drivewyze As a Customer Success Director, you will lead, coach, and mentor a high-performing team accountable to manage the deployment of software for the customer fleet organizations. Own the fleet customer segment customer journey from post-sale to implementation, identifying and recommending opportunities to improve processes, customer satisfaction rates, and other key performance indicators.

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New White Paper - AI for the Contact Center, with NICE

Jon Arnold

With the sub-title being “It’s so much more than chatbots”, you should get the gist pretty quickly. AI has become a must-have for contact centers, and while chatbots are often the entry point for getting on this path, the use cases are much richer. My analysis examines the drivers for embracing AI, but also for taking a practical approach that gets beyond the hype.

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Introducing AWS AI Service Cards: A new resource to enhance transparency and advance responsible AI

AWS Machine Learning

Artificial intelligence (AI) and machine learning (ML) are some of the most transformative technologies we will encounter in our generation—to tackle business and societal problems, improve customer experiences, and spur innovation. Along with the widespread use and growing scale of AI comes the recognition that we must all build responsibly. At AWS, we think responsible AI encompasses a number of core dimensions including: Fairness and bias – How a system impacts different subpopulations of use

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Top BigCommerce Apps To Boost Your Ecommerce Sales

OctopusTech

BigCommerce plays a significant role in the eCommerce industry as online retailers seek this platform due to its flexible and user-friendly interface. One of the major factors they prefer BigCommerce is that it allows a wide range of third-party BigCommerce apps integration. It is the best option to create a BigCommerce store as it offers easy-to-use features, 24/7 support service, affordable plans, and cross-channel marketing that will take your store to another level.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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Launch Amazon SageMaker Autopilot experiments directly from within Amazon SageMaker Pipelines to easily automate MLOps workflows

AWS Machine Learning

Amazon SageMaker Autopilot , a low-code machine learning (ML) service that automatically builds, trains, and tunes the best ML models based on tabular data, is now integrated with Amazon SageMaker Pipelines , the first purpose-built continuous integration and continuous delivery (CI/CD) service for ML. This enables the automation of an end-to-end flow of building ML models using Autopilot and integrating models into subsequent CI/CD steps.

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