Wed.Oct 30, 2024

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Conferences in Crisis: What’s Missing in the CX Event Experience?

CCNG

The world of customer experience conferences has changed dramatically over the past few years. Since the pandemic, there’s been an undeniable shift in how we gather, share, and learn from one another. But despite the growing demand for connection and deeper learning, the industry is missing the mark. A growing number of CX professionals are starting to voice their concerns: the conference scene isn’t working like it used to, and something needs to change.

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Achieve multi-Region resiliency for your conversational AI chatbots with Amazon Lex

AWS Machine Learning

Global Resiliency is a new Amazon Lex capability that enables near real-time replication of your Amazon Lex V2 bots in a second AWS Region. When you activate this feature, all resources, versions, and aliases associated after activation will be synchronized across the chosen Regions. With Global Resiliency, the replicated bot resources and aliases in the second Region will have the same identifiers as those in the source Region.

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10 Features To Look for in Contact Center Software for Control Rooms

Enghouse Interactive

Discover the essential contact center software features for control rooms, including resilience, touchscreen interfaces, and advanced call management. Learn how Enghouse CXCR excels with its robust, flexible, and customizable system for high-pressure environments. With geo-redundancy, color-coded call indicators, and seamless integration, CXCR ensures reliable and efficient communication for critical operations.

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Unlock organizational wisdom using voice-driven knowledge capture with Amazon Transcribe and Amazon Bedrock

AWS Machine Learning

Preserving and taking advantage of institutional knowledge is critical for organizational success and adaptability. This collective wisdom, comprising insights and experiences accumulated by employees over time, often exists as tacit knowledge passed down informally. Formalizing and documenting this invaluable resource can help organizations maintain institutional memory, drive innovation, enhance decision-making processes, and accelerate onboarding for new employees.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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Forward as One: Cisco Partner Summit 2024 Global Award Winners

Cisco - Contact Center

Celebrate the achievements of our partner ecosystem at Cisco Partner Summit 2024. Discover the outstanding performance of our global award winners and their impact on customers and communities.

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When to Outsource Customer Support: Is Now the Time for a Pilot Program?

BlueOcean

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. As your business grows and scales to meet the increasing weight of customer demands, decisions must be made – especially when it comes to your customer support operation.

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The 5 actions for revenue leaders to embrace customer-led growth

Totango

Key takeaways : 97% of corporate leaders believe customer expansion is the key to driving revenue growth in their organization. But many organizations focus too inward—on internal operational tactics, rather than prioritizing the customer outcomes that drive customer-led growth. To drive customer-led growth, organizations need to assign ownership for expansion, align tactics to value drivers, measure post-sales funnels precisely, streamline communication post-sale, and use automation to create

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Contact Center Case Study Highlight: The Center For Long Covid Research

VirtualPBX

Supporting Community Health with VirtualPBX Contact Center Solutions At VirtualPBX, we’re proud to support the impactful work done by organizations like The Center For Long Covid Research, which recently implemented our Contact Center solution to enhance its call center capabilities. In this featured Contact Center case study, we delve into how our platform helped the Center transform its operations, streamline call handling, and improve patient support for their peer-counseling hotline, T

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Help Scout Joins the Shopify Plus Certified App Program

Help Scout

Help Scout has officially joined the Shopify Plus Certified App Program! This milestone only deepens our commitment to being a go-to customer support solution for businesses running and growing on Shopify.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Trust Through Transparency: Regulation’s Role in Consumer Confidence

Cisco - Contact Center

The Cisco 2024 Consumer Privacy Survey highlights awareness and attitudes regarding personal data, legislation, Gen AI and data localization requirements.

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IA sécurisée : conformité, contrôle et renforcement de la confiance des clients

Inbenta

Voluntarily following e thical AI guidelines helps build customer trust. Implementing security controls, human oversight , and transparency is crucial , as is regulatory c ompliance. The keys to getting there are c ontinuous testing, authentication and enhanced security measures , along with an open, transparent approach. Voluntary ethical guidelines around the use of AI are important for many reasons — one of which is building customer trust.

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Security Officer Honored with Customer Service Excellence Award

CSM Magazine

Security officer Musa Dlamini from the Ministry of Commerce, Industry and Trade, Eswatini, was honored with the Customer Service Personality award at the Customer Service Excellence Awards. Dlamini, who has served as a security officer for 34 years, upon receiving the award said that he was simply carrying out his duties. As well as Dlamini, other individuals were recognized at the event, including Vusumutiwendvodza Matsebula, Nano Xavier, and Justice Jumbo’ Khumalo, for their outstanding contri

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Mind the Gap : ce que le regroupement sémantique signifie pour votre service à la clientèle

Inbenta

As the pace of business picks up, meeting customer expectations while delivering timely and accurate information can be a challenge. Semantic clustering, a patented machine learning technology offered by Inbenta , lets companies uncover content gaps and enrich their customer experience.   Here’s something obvious but worth repeating: Customers don’t like it when they can’t find something on your website.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Microsoft Introduces AI Agents for Enhanced Customer Service

CSM Magazine

Microsoft is launching autonomous AI agents to handle tasks like client queries and sales leads to boost AI adoption in businesses. Customers can create their own AI agents and access 10 pre-built bots for roles like supply chain management and customer service. The agents are powered by generative AI technology from Microsoft’s partnership with OpenAI, moving beyond chatbots that need human prompts.

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Libérer l'autonomie : L'essor des solutions numériques en libre-service

Inbenta

The digital age has ushered in a new era of autonomy, where internet users and employees increasingly prefer to find answers and complete tasks on their own. Digital self-service solutions have emerged as a powerful tool in this context, letting users navigate websites and intranets without needing direct assistance from customer support or HR departments.

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Starbucks Under New Leadership: Brian Niccol’s Vision for a Fresh Customer Experience

CSM Magazine

Brian Niccol, CEO, Starbucks Starbucks’ new CEO, Brian Niccol, has unveiled a plan to address declining sales and improve the customer experience, acknowledging past difficulties in customer interactions. The company reported a third consecutive quarter of declining sales, with North American same-store sales down by 6%. Niccol took the reins with “Back to Starbucks,” a sweepingly simpler menu, easier-to-digest pricing, straight-shooting communication, and a vow to eliminate op

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Des fiches à l'IA : l'évolution du moteur de recherche

Inbenta

Search engines have gone from rudimentary manual systems to sophisticated AI-powered chatbots. This article delves into the key milestones that have shaped the way we search and interact with information online. The search engine has come a long way. Before information went digital, people relied on manual systems like index cards and library catalogs.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Five9 Recognized as a Leader in the 2024 Gartner Magic Quadrant for CCaaS

CSM Magazine

Five9 has been recognized by Gartner as a Leader in the Magic Quadrant for CCaaS (Contact Center as a Service) due to its strong Completeness of Vision and Ability to Execute. The Five9 Intelligent CX Platform, powered by Five9 Genius AI, offers a range of solutions aimed at enhancing customer experiences through AI-driven interactions that lead to improved business outcomes.

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Les callbots et les voicebots rendent le support client conversationnel

Inbenta

At a time when immediate and efficient customer service is paramount, callbots and voicebots are emerging as game-changers. These Conversational AI tools offer round-the-clock service, manage high call volumes effortlessly, and provide personalized customer interactions, all while cutting down on operational costs. Customer service is always in demand.

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Small Business Satisfaction with Banking Services on the Rise

CSM Magazine

Small business banking customers in the U.S. are more satisfied with the service provided by banks, that’s according to the J.D. Power 2024 U.S. Small Business Banking Satisfaction Study. Banks gained a 20-point increase in overall satisfaction this year, reaching 705 points out of 1,000. Capital One secured the top rank nationally for small business banking customer satisfaction for the second consecutive year, with a score of 736.

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10 cas d'utilisation de la PNL parmi les plus populaires

Inbenta

Natural Language Processing (NLP) bridges the communication gap between humans and machines by interpreting natural language. This article discusses 11 powerful applications of NLP, including automated translation to accurately convey meaning, sentiment analysis for understanding customer intent, and virtual chatbots for better customer interactions.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Funding Options for Your Customer Service Operation

CSM Magazine

Providing top-notch customer service often requires significant resources and financial investment. Whether you’re looking to expand your team, improve training programs, or invest in new technologies, securing the right funding is crucial for scaling your customer service operations. In this article, we’ll explore several funding options to help you enhance your customer service capabilities and stay ahead of the competition.

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Tout ce qu'il faut savoir sur la gestion des connaissances 

Inbenta

Effective knowledge management can boost a company’s productivity by up to 40%. Implementing a knowledge management system (KMS) helps streamline information gathering, storage, and sharing across your business. Benefits include quicker access to information, fewer errors, reduced support costs, and happier customers. To choose the right KMS, look for user-friendly features, SEO capabilities, and strong reporting tools, such as those offered by Inbenta’s AI-powered technology.

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Meet Freddy AI: Freshworks’ Latest Innovation for Improved Service Efficiency

CSM Magazine

Freshworks has introduced the Freddy AI Agent, aimed at enhancing customer and employee experiences by resolving service requests. Freddy AI is an autonomous service agent that can be quickly deployed to assist customer support and IT teams in resolving a significant portion of service requests independently. The new product supports rapid deployment, autonomous assistance, multilingual personalized service, and robust security features, learning from existing documentation and websites to provi

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Inbenta lance une plateforme d'IA rebaptisée  

Inbenta

DALLAS, TX — October 16, 2024 — Inbenta is proud to announce a fresh overhaul of our industry-leading Conversational AI platform, featuring new branding and revamped product names that better reflect our mission: to pioneer the future of customer experience for both our clients and their customers. We are excited to introduce a more refined, representative, and easily recognizable look for our suite of AI-powered products: Chat: Human Touch with Superhuman Accuracy Previously known as Chatbo

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Top-Rated Mortgage Lenders of 2024: What Customers Are Saying

CSM Magazine

Mortgage lenders are receiving an average customer satisfaction score of 75 out of 100, placing them alongside industries like energy utilities, gas stations, and hospitals, according to the American Customer Satisfaction Index (ACSI). Lenders with fewer complaints tend to have higher customer satisfaction scores, with a 12-point difference between customers who reported complaints (66) and those who did not (78).

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Comment l'IA peut vous aider à améliorer l'expérience de vos clients pendant les périodes de pointe. 

Inbenta

As the holiday season approaches, businesses are starting to grapple with an overwhelming number of customer requests. Conversational AI solutions help businesses keep their customer service prompt, efficient and continuous, even at the busiest times. The following is an excerpt from our latest white paper, “ Peak Performance: Mastering Customer Service Spikes with AI. ” What makes a good customer experience?

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Leading the Pack: Amazon and DHL Top Customer Satisfaction, Yodel and Evri Struggle

CSM Magazine

Ofcom’s annual Post Monitoring Report revealed that while 78% of parcel recipients are satisfied with delivery firms, 67% have experienced issues in the past six months. Amazon and DHL lead in customer satisfaction for handling complaints, while Yodel and Evri rank at the bottom. Ofcom noted improvements in customer complaint handling, with a decrease in delayed parcel complaints, but concerns remain for disabled and vulnerable consumers facing delivery difficulties.