Wed.May 17, 2023

article thumbnail

ChatGPT – is it the answer to customer service?

CCNG

There is a lot of hype around ChatGPT now so I thought I would write to help address some of the excitable theories about how it might impact the Customer Experience environment. What is ChatGPT? ChatGPT is Chatbot. It is a super powered chatbot that can do many things earlier generation chatbots couldn’t do. Like all chatbots, it has been programmed to deliver an answer to a question.

article thumbnail

What is call analytics? Measurement, reporting & more

Callminer

Companies that haven’t leveraged call center analytics are often unsure about how it works. Find out what call analytics are and the benefits they provide.

Analytics 182
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Concentrix Carbon Challenge Portal recognized as a 2023 SEAL Business Sustainability Awards

Concentrix

oncentrix environmental awareness and education platform wins SEAL Environmental Initiative Award Location: Newark, CA Date: May 16, 2023 Concentrix is proud to be recognized by the 2023 SEAL Business Sustainability Awards for its environmental awareness and education platform, the Concentrix Carbon Challenge Portal.

Education 115
article thumbnail

The CXO dream team: ?Why marketing, sales, and CS should unite to drive growth

Totango

Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the rei

Sales 107
article thumbnail

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

article thumbnail

Customers care about their metrics, not yours.

Bill Quiseng

Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.

Metrics 88

More Trending

article thumbnail

Rethinking the agent experience, part 2: Increase agent satisfaction

Nuance

… Rethinking the agent experience, part 2: Increase agent satisfaction Read More » The post Rethinking the agent experience, part 2: Increase agent satisfaction appeared first on What’s Next blog.

article thumbnail

Enhancing Customer Support: Harnessing ChatGPT for Auto Reply Messages

VirtualPBX

Customer support plays a vital role in maintaining a positive brand image and ensuring customer satisfaction. In today’s fast-paced world, businesses are increasingly turning to automated solutions to streamline their support processes. One such solution is harnessing the power of ChatGPT for auto reply messages. In this blog post, we will explore how businesses can leverage ChatGPT technology to enhance their customer support efforts.

article thumbnail

Build a serverless meeting summarization backend with large language models on Amazon SageMaker JumpStart

AWS Machine Learning

AWS delivers services that meet customers’ artificial intelligence (AI) and machine learning (ML) needs with services ranging from custom hardware like AWS Trainium and AWS Inferentia to generative AI foundation models (FMs) on Amazon Bedrock. In February 2022, AWS and Hugging Face announced a collaboration to make generative AI more accessible and cost efficient.

APIs 70
article thumbnail

How Canopy Planet is Empowering Brands to Protect the Planet’s Most Vital Resources

Cisco - Contact Center

Forests produce the oxygen we breathe, create rain, and shield us from climate change and disease. They are the homes and sources of livelihood for an estimated 1.

81
article thumbnail

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!

article thumbnail

A Prescription for Better Medicare Advantage Outcomes

Concentrix

Learn how you can realize increased revenue, cost savings, and CMS compliance through our Medicare Outcomes Acceleration framework.

62
article thumbnail

Get Started with Cloud Native at Cisco Live

Cisco - Contact Center

Design, develop, deploy, and manage applications in the cloud Cloud native represents a shift in how organizations design, develop, deploy, and manage applications in the cloud.

article thumbnail

Human Hallucinations

Creative Virtual

By Chris Ezekiel, Founder & CEO There are so many organisations having their say on ChatGPT, but not everything that is being said should be taken at face value. Companies wondering how they will be able to best leverage large language models (LLMs) – whether that be GPT, LaMDA, Galactica, Megatron-Turing or any other model – need to ensure they separate fact, fiction and fantasy.

article thumbnail

Why Voice Analytics Should be a Tool in Your Customer Experience Toolbox

TCN

Don’t spend your time manually analyzing your call center’s inbound and outbound calls to search. The post Why Voice Analytics Should be a Tool in Your Customer Experience Toolbox appeared first on TCN.

article thumbnail

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.

article thumbnail

Human Hallucinations

Creative Virtual

By Chris Ezekiel, Founder & CEO There are so many organisations having their say on ChatGPT, but not everything that is being said should be taken at face value. Companies wondering how they will be able to best leverage large language models (LLMs) – whether that be GPT, LaMDA, Galactica, Megatron-Turing or any other model – need to ensure they separate fact, fiction and fantasy.

article thumbnail

Empowering People: Interview with Leigh Hopwood, CEO, CCMA

CSM Magazine

At Disrupt 2023, Sabio interviewed Leigh Hopwood, Chief Executive Officer, CCMA, on the importance of providing contact centre advisors with the right tools to do the job. In this video, Leigh discusses getting CX ‘buy in’ from senior leaders, why organisations should be doing what they can for their people and the changing role of the advisor.

article thumbnail

Best Tools and Practices for a Healthcare Call Center

Calltools

Managing a successful healthcare contact center is essential to providing an optimal patient experience. If you own or manage a healthcare call center, you need to use the right tools and strategies to help your call center achieve success in the healthcare industry. Consider the vital healthcare call center features and best practices listed below to help your call center run smoothly and efficiently.

article thumbnail

The Psychology of Customer Service: The Secret to Happy Customers

CSM Magazine

Understanding the psychology of customer service can help businesses create customer experiences that not only meet expectations but also exceed them. This, in turn, fosters customer loyalty and positive word-of-mouth recommendations, ultimately driving profitability. The psychology of customer service delves deep into the human mind, examining how emotions, motivations, and perceptions influence consumer behavior.

article thumbnail

Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

article thumbnail

Running for Children with Cancer

Cisco - Contact Center

I joined Cisco in Feb 2022 as a Project Specialist with CX APJC, and the experience has been amazing so far.

article thumbnail

May 17 – Customer Success Jobs

SmartKarrot

Role: Customer Success Specialist Location: Illinois, United States (Hybrid) Organization: RedMane Technology LLC As a Customer Success Specialist, you’ll giving clients support and guidance using mCase. This includes conducting a root cause analysis on problems. Guiding clients through mCase’s features, benefits, and features. Delivering online mCase training.

article thumbnail

Nurturing The Skills To Sell With Confidence

Integrity Solutions

What does it take to break into the top echelon of sales — and stay there? There’s no magical formula or one-size-fits-all answer for how to do it. But there are some things we can all learn from the salespeople who consistently sell with confidence, perform at the top of their games and achieve more- for themselves, their companies and their customers.

article thumbnail

Revealed: How Conversation AI and ChatGPT solve Remote Work challenges for Compliance & Risk Teams

SmartKarrot

AI for compliance refers to the use of artificial intelligence (AI) technologies to improve compliance processes and ensure adherence to legal and regulatory requirements. AI can be used to automate compliance-related tasks, detect and prevent compliance violations, and provide insights into compliance risks and opportunities. AI helps to identify and evaluate unstructured data about risky behaviors in the organization’s day-to-day activities.

article thumbnail

Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

article thumbnail

Prepare training and validation dataset for facies classification using Snowflake integration and train using Amazon SageMaker Canvas

AWS Machine Learning

This post is co-written with Thatcher Thornberry from bpx energy. Facies classification is the process of segmenting lithologic formations from geologic data at the wellbore location. During drilling, wireline logs are obtained, which have depth-dependent geologic information. Geologists are deployed to analyze this log data and determine depth ranges for potential facies of interest from the different types of log data.

article thumbnail

Revealed: How Conversation AI and ChatGPT solve Remote Work challenges for Compliance & Risk Teams

SmartKarrot

AI for compliance refers to the use of artificial intelligence (AI) technologies to improve compliance processes and ensure adherence to legal and regulatory requirements. AI can be used to automate compliance-related tasks, detect and prevent compliance violations, and provide insights into compliance risks and opportunities. AI helps to identify and evaluate unstructured data about risky behaviors in the organization’s day-to-day activities.

article thumbnail

What Is the BCG Matrix and How Do I Use It?

CSM Magazine

The BCG Matrix, also known as the Boston Consulting Group Matrix, is a strategic tool used by businesses to evaluate their product lines and determine where to allocate resources. The BCG Matrix was first outlined by Alan Zakon and then developed by Bruce D. Henderson in 1968 while he was working at the Boston Consulting Group (BCG), a management consulting firm.

article thumbnail

20 Best CRM Tools in 2023

JivoChat

Getting to know the best CRM tools available in the market is a great opportunity to enhance the management processes in your company. On a single platform, you will be able to control customer interactions, sales, delegate tasks, and allow your team to quickly have access to the data they need. In the digital world, counting with efficient software that eliminates paperwork, is a valuable asset to optimize work, and increase productivity.

CRM 75
article thumbnail

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.

article thumbnail

Create An Intelligent Chatbot With ChatGPT And Flutter

kommunicate

Last Updated on May 18, 2023 Flutter by Google enables the creation of native Android and iOS apps using a single codebase. One of its notable features is its vast selection of pre-built and customizable widgets, making the process of designing user interfaces a breeze. To create a Flutter chatbot on Kommunicate and activate ChatGPT, [.] The post Create An Intelligent Chatbot With ChatGPT And Flutter appeared first on Kommunicate Blog.

article thumbnail

Powerful Mass Tort Campaign Scripts for Maximum Leads

Dialer 360

Mass tort campaigns have emerged as a powerful means to fight for justice and compensation on behalf of a large group of individuals who have suffered harm from the actions or negligence of corporations. These campaigns aim to consolidate individual claims into collective legal action, amplifying the strength of the cases and creating a unified voice to hold the responsible parties accountable.

Scripts 26
article thumbnail

5 Writing Tips for Positive Customer Communication in Live Chats

Nicereply

Read 5 writing tips that ensure a positive tone of voice and make your customers happy. Live chat support grows in popularity every year. No wonder. Customers are busy people who value time and don’t want to spend it holding on a phone line or waiting for an email response. Around 73% find live chat the best form of communication with a company because it allows them to get help within minutes.