Mon.Oct 09, 2023

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What is Conversational AI and How is It Changing Customer Support?

ShepHyken

Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. This technology can understand customers’ queries, provide relevant answers, and guide them toward a resolution. Combining AI and human agents can create a seamless and effective customer experience.

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Prepare your data for Amazon Personalize with Amazon SageMaker Data Wrangler

AWS Machine Learning

A recommendation engine is only as good as the data used to prepare it. Transforming raw data into a format that is suitable for a model is key to getting better personalized recommendations for end-users. In this post, we walk through how to prepare and import the MovieLens dataset , a dataset prepared by GroupLens research at the University of Minnesota, which consists of a variety of user rankings of various movies, into Amazon Personalize using Amazon SageMaker Data Wrangler. [1] Solution ov

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Top 5 Customer Service & CX Articles for Week of October 9, 2023

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 5 Elements to Maintaining Consumer Trust in Today’s Experience Economy by Barbara Holzapfel (Fast Company) Earning customer trust does not require a complex strategy, but it needs a thorough understanding of the customer and a strong desire to deliver truly differentiated a

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ChatGPT Customer Service – Should My Team Be Using it?

Comm100

The sudden birth of ChatGPT into the mass market has created as many questions as it provides answers. Hailing from OpenAI’s cutting-edge technology, ChatGPT has rapidly risen to fame, offering an interactive experience that feels remarkably human. Its sophisticated ability to understand and generate human-like text has unlocked opportunities across sectors, one of the most intriguing being customer service.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Setting the Standard: Essential Healthcare Benchmarks for Evaluating Patient Engagement Strategies

LiveVox

In the ever-shifting landscape of patient care, one enduring goal stands tall—the pursuit of excellence. Amid this pursuit, patient engagement has evolved into a pivotal cornerstone of healthcare strategies. However, measuring the efficacy of these efforts requires more than intuition. This is where healthcare benchmarks come to the rescue, acting as a compass that can […] The post Setting the Standard: Essential Healthcare Benchmarks for Evaluating Patient Engagement Strategies appeared f

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5 Tips for Choosing a Dedicated Server in Europe

CSM Magazine

A dedicated server is a good choice for those websites that have really high traffic, in case you are planning to design a tech platform or host a huge online game for private reasons. The purposes for the dedicated server purchase can be various. Many users prefer a European dedicated server , to get access to an isolated resource with advanced customization.

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Implementing a Powerful Voice of Customer Program to Boost Advocacy

Kapta Customer Success

Are you developing and capturing the voice of your customers for customer advocacy? More than 75% of B2B buyers consult three or more sources of advocacy before making a purchase decision, according to Gartner.

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From Panic to Resolution: Crisis Handling Techniques for Financial Service Representatives

CSM Magazine

When an unexpected event occurs, financial service representatives need to be able to jump into action. From panic-stricken clients demanding answers to a sudden spike in market volatility, your team needs the ability to manage these chaotic situations with confidence and poise. In this article, we will discuss crisis-handling techniques — from client relations strategies to best practices for resolving issues quickly and effectively – that will help you guide customers through turmoil.

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Agent Communication, Collaboration and Connection in a Hybrid World: Part II

LiveVox

Part II: Key Systems to Consider Part I of this blog post discussed how organizations have responded to the three “Cs” of communication, collaboration, and connectedness needed for agents and supervisors. This post explains the opportunity to revitalize the contact center and examines the new technologies and tools that are on the horizon which can […] The post Agent Communication, Collaboration and Connection in a Hybrid World: Part II appeared first on LiveVox.

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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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Why You Should Build Brand Love

Concentrix

Uncover the reasons why you should build brand love with your customers, and the areas to focus your efforts for the biggest impact.

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Data-Driven Insights: Enhancing Customer Care Through Financial Services Analysis

LiveVox

In the ever-evolving landscape of customer care, one truth remains steadfast: data is the compass that guides exceptional experiences. As we journey through the realm of financial services, the power of data-driven insights takes center stage. At LiveVox, we’re committed to helping you unlock the potential of every customer interaction. Join us as we explore […] The post Data-Driven Insights: Enhancing Customer Care Through Financial Services Analysis appeared first on LiveVox.

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Telephobia: Overcoming Your Phone Anxiety

Abby Connect

What is Telephobia? Have you ever noticed how many people prefer texting over talking on the phone? Telephobia (also called phone phobia or phone anxiety) is an anxiety associated with making phone calls or answering the phone. It can get in the way of personal and professional relationships and increase stress in the workforce.

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Meet MERFi: Mobile, Easy, Reliable, Fast Interpreting?

Certified Languages International

Behind the scenes, we have been working on a new VRI platform that makes language access even better. We are so excited to finally introduce you to MERFi! A New VRI Platform that Puts Language Access First 22 Video Languages & ASL 230+ Audio Languages High-Quality Video Natural, Clear Audio Feast Your Eyes on These Features On-demand & scheduled c onnection to an interpreter in seconds Easy-to-use interface with clear, high-quality video and audio Fingertip access to your most fre

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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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Customer Success Metrics: 10 Key Indicators for SaaS Companies

Nicereply

Customer success metrics are essential to the growth of every SaaS company. With the increasing amount of intuitive software programs providing detailed data analytics to businesses, it’s no wonder that data-driven decision-making is now commonplace across almost all industries. Measuring key performance indicators (KPI) should be a standard business practice, ensuring organizations measure progress toward strategic objectives, and identifying strengths and areas for improvement.

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Practical B2B CX Use Cases for AI Chat That You Can Launch Today

Genroe

Explore the transformative power of AI chatbots in B2B settings. Discover practical use cases, benefits, and how to integrate them for enhanced customer experience. Dive in now! The post Practical B2B CX Use Cases for AI Chat That You Can Launch Today appeared first on Genroe | Customer Experience | Net Promoter Score.

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Common Customer Complaints: 8 Examples and Solutions

Help Scout

In this article, we’ll explore the three types of customer complaints, look at examples of common requests, and offer suggestions on how to resolve them, including some example responses you can use for your own support needs.

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Mistral 7B foundation models from Mistral AI are now available in Amazon SageMaker JumpStart

AWS Machine Learning

Today, we are excited to announce that the Mistral 7B foundation models, developed by Mistral AI, are available for customers through Amazon SageMaker JumpStart to deploy with one click for running inference. With 7 billion parameters, Mistral 7B can be easily customized and quickly deployed. You can try out this model with SageMaker JumpStart, a machine learning (ML) hub that provides access to algorithms and models so you can quickly get started with ML.

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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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Sowing the Seeds of Success: Guide to Account Farming using Playbooks

SmartKarrot

In the evolving landscape of account management, successful businesses are consistently on the lookout for innovative techniques to deepen customer relationships and increase revenue. This article explores potential ways to strategize and operationalize account farming at scale. Why Key Account Farming? ‘Account Farming’ or ‘Key Account Farming’ is an approach that focuses on nurturing and growing existing client relationships and revenue.

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Essential Pain Points in Call Center Management – Part 1

NobelBiz

In the dynamic and ever-evolving world of call center management, owners and operations managers face a myriad of challenges that demand their attention and expertise. From the constant quest to deliver exceptional customer service to the intricate balancing act of optimizing team performance, this realm is a labyrinth of complexities. Today we’ll delve deep into the pain points that frequently plague call center executives.

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Use no-code machine learning to derive insights from product reviews using Amazon SageMaker Canvas sentiment analysis and text analysis models

AWS Machine Learning

According to Gartner , 85% of software buyers trust online reviews as much as personal recommendations. Customers provide feedback and reviews about products they have purchased through many channels, including review websites, vendor websites, sales calls, social media, and many others. The problem with the increasing volume of customer reviews across multiple channels is that it can be challenging for companies to process and derive meaningful insights from the data using traditional methods.

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JustCall Recognized by GetApp For Exceptional Performance in Predictive Dialer Category

JustCall

We are thrilled to announce that GetApp has recognized JustCall as Category Leaders in the Predictive Dialer category, highlighting our exceptional performance. GetApp is a free online service that helps organizations find the right software , in multiple software categories, including Predictive Dialer. Category Leaders rankings highlight top-ranked North American software products based on ratings from end-users in five key areas: ease of use, value for money, functionality, customer support,

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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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From Strategic Planning to Execution: How Playbooks Empower Account Managers at All Levels

SmartKarrot

Account management, with its intricate dance of strategic planning and execution, is both a science and an art. From establishing strong customer relationships to navigating complex stakeholder dynamics, the role demands a unique blend of skills and knowledge. Yet, with the evolving dynamics of today’s business landscape, even seasoned account managers can benefit from structured guidance.

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SaaS Labs Honored Among Battery Ventures’ 2023 Highest-Rated Cloud Companies To Work For!

JustCall

We’re thrilled to share that SaaS Labs has secured the 21st spot on Battery Ventures’ prestigious list of Highest-Rated Cloud Computing Companies To Work For this year. This accolade underscores our dedication to cultivating a culture rooted in innovation and inclusivity. In 2023, SaaS Labs marked significant milestones with innovative product launches and global expansion.

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