Thu.Jun 01, 2023

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Can ChatGPT Be Used for Customer Service?

CSM Magazine

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. Everyone is chatting about ChatGPT these days because it’s one of tech’s most intriguing new developments. Within five days of its November 2022 introduction, over a million people were using it. However, the fear, uncertainty and doubt about ChatGPT is rampant.

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It’s all about context stupid! Why most businesses fail to take this into account

Beyond Philosophy

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.

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Medical Device Support: Next Level Patient Assistance

TechSee

Cochlear is the world leader in implantable hearing solutions. With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. These devices are used by people of all ages, they serve kids, grandparents and connect them to the world around them through the miracle of hearing.

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Guest Post: The Future of The Customer Experience: Understanding the Impact of Data Analytics on Your Customers

ShepHyken

This week, we feature an article by Miika Makitalo, CEO of HappyOrNot , the company behind the Smiley Touch™ customer experience improvement solution and a leader in data analytics. He discusses how feedback and data analytics can make or break the customer experience. The customer experience has come a long way in the past decade. Ten years ago, customer interactions were often limited to in-person or phone calls, and businesses had limited means to track customer behavior and preferences.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post During Cisco Live 2023 – Upstream Works Supports Cisco’s Commitment to Deliver Exceptional Customer Engagements appeared first on Upstream Works.

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Get better security and business outcomes with Cisco Duo and Zero Trust, Cisco Secure

Cisco - Contact Center

Most of us access multiple applications and data every day in our personal lives: from online shopping, to making banking transactions, and accessing health services virtually.

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WellSpan Health expands access to care with Nuance DAX

Nuance

… WellSpan Health expands access to care with Nuance DAX Read More » The post WellSpan Health expands access to care with Nuance DAX appeared first on What’s Next blog.

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Nurturing the next generation of climate tech talent

Cisco - Contact Center

As with all 17 UN Sustainable Development Goals adopted in 2015, number 5— Achieve gender equality and empower all women and girls —is an objectively fair aspiration.

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Here’s What’s New From June 2023 || Kommunicate Product Release Notes

kommunicate

Last Updated on June 1, 2023 The month of May saw our engineers pull out a neat trick out of their hat, and our product is one step closer to becoming the perfect solution for all your chatbot needs. Let’s take a closer look at what our technical team has been up to. Easily import [.] The post Here’s What’s New From June 2023 || Kommunicate Product Release Notes appeared first on Kommunicate Blog.

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Manual Call Reviews? There's a Better Way!

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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2023 Cybersecurity Defender of the Year Nominees

Cisco - Contact Center

Cybersecurity professionals come from all walks of life – from every imaginable industry – with vastly different backgrounds and experiences, and yet, they share a few common traits.

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Chatbot Testing: A Beginner's Guide

Cyara

Chatbots have seen significant growth in recent years as more businesses look to utilize automation and artificial intelligence (AI) to improve the quality and availability of their service. They offer increased engagement opportunities for your customers and prospects and are available on a 24/7 basis. Chatbots also provide multilingual support with significantly reduced operational costs and lower labor resource requirements.

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AI and Flexible Hybrid Environments Key to Frictionless Engagement

Cisco - Contact Center

There is no getting away from it — this hybrid world we find ourselves in is rapidly changing the way we interact and share data, and all for the better.

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CallMiner, Verint, & NICE: Top 3 Voice Analytics Solutions To Consider

MiaRec

Every Voice Analytics solution will analyze your call data for data-driven insights, so what makes one Voice Analytics solution "better" than another?

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What Does it REALLY Mean to Put CX First?

The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

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Streamlining Global Cloud Experiences with Cisco SD-WAN and AWS Cloud WAN

Cisco - Contact Center

They say Rome wasn’t built in a day. Likewise, innovative products that simplify global deployments and add value for users take time.

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New Podcast - Talking Generative AI with Cresta's CMO

Jon Arnold

I told you I had a lot of new content to share, and am slowly getting all of it out now. This post is the first of a two-part podcast series with Cresta , a company that has been doing a lot in the contact center space with Generative AI. The series is being hosted by UK-based EM360 , where I’m a regular contributor. For Part 2, I’ll be in conversation with their CEO, Ping Wu, and that should be out in the next couple of weeks.

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Generative AI: State of Play, Part 1

Cisco - Contact Center

In the last few years, AI startups began testing new business models trying to find a niche for generative content. They did this by actively engaging users.

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Defining the Stages of the Customer Journey Map: Consideration

Education Services Group

The customer journey map is a wonderful tool that’s a critical component of operationalizing your Customer Success capabilities. Whether looking at it from the perspective of your organization’s general maturity level or CS operations maturity specifically, building comprehensive journey maps adds another dimension to your organization’s ability to effect change across the business.

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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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Cisco U. Theater Sessions at Cisco Live Las Vegas

Cisco - Contact Center

Hey You, yes You! Ready for Cisco Live Vegas? I know we are ready to host you, and boy, do we have so much waiting for you!

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The Best Workforce Management Software to Reclaim Control Over Your Team and Lead Like a BOSS

LiveVox

Ensuring that your contact center agents are managed efficiently is vital for a smooth operation. Without proper management, agents can’t reach their maximum potential. It can be difficult for contact center leadership to effectively track all their agents. Performance, scheduling, coaching, and communication are all important factors that contribute to the success of every agent. […] The post The Best Workforce Management Software to Reclaim Control Over Your Team and Lead Like a BOSS app

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Grounded by Cybersecurity: Protecting the Aviation Industry from Digital Threats

Cisco - Contact Center

I grew up surrounded by Aviators and their stories. My Dad’s career in aviation spanned 40+ years across military, commercial, management, and regulatory domains.

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HoduSoft Now Provides an AI Chatbot Feature with Its Contact Center Software

Hodusoft

HoduSoft Now Provides an AI Chatbot Feature with Its Contact Center Software In today’s swiftly evolving digital landscape, businesses are continuously striving to improve customer experiences and streamline their operations. HoduSoft, a leading provider of contact center solutions, has stepped up to the challenge by introducing an AI Chatbot feature in its Contact Center Software.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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Smiles and Jokes Help Good Managers Boost Hotel Staff Performance

CSM Magazine

Hotel managers who share a smile and a joke with their teams are more likely to see staff ‘going the extra mile’ when engaging with customers, a new study reveals. Using humour has the effect of raising team energy and prompting more positive staff behaviour towards guests – particularly among ‘less-traditional’ workers and employees who prefer to have different experiences.

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Join the Cisco SMB Team at Cisco Live

Cisco - Contact Center

Cisco Live is one of my favorite events , bringing customers, partners, Cisco experts and influ encers in the industry together to celebrate and culti vate innovation.

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What is the Difference Between Retail and Institutional Investor Customer Service?

CSM Magazine

The financial landscape is filled with various types of investors, each with their own unique needs and preferences when it comes to customer service and support. Among these customer, retail and institutional investors stand out as the two primary categories, reflecting very different profiles and objectives in the ever-changing market. Customer service plays a crucial role in catering to their distinct requirements, and understanding the differences between retail and institutional investor cu

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Automate with Cisco IOS XE at Cisco Live

Cisco - Contact Center

Explore the Cisco Catalyst programmability and automation sessions at Cisco Live AMEA scheduled for June 6 th through 8 th , 2023 in Las Vegas!

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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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PCI Security Standards Council Welcomes PCI Pal CISO, Geoff Forsyth, to Its Board of Advisors

CSM Magazine

Geoff Forsyth, CISO, PCI Pal PCI Pal the global SaaS provider of secure payment solutions for business communications, is pleased to announce that its Chief Information Security Officer (CISO), Geoff Forsyth, has been appointed to the 2023-2025 PCI Security Standards Council Board of Advisors. The Board of Advisors represents PCI SSC Participating Organizations worldwide to ensure global industry involvement in the development of PCI Security Standards and programs.

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Manufacturing, Transportation, Energy, Utilities, and Mining at Cisco Live 2023

Cisco - Contact Center

This blog was co-authored by Patricia Martinez. Let’s go and celebrate all your wins and achievements!

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How to Stop the Rivaling between the Brand vs Customer Experience in the Call Center?

Voiptime

In these jittery times, the competition for the brand experience emerged among the top call centers in the US, Western Europe, and all other call centers throughout the world. The truth is this: customers want to satisfy their needs, and there’s only one way to do it right.