CSM Magazine
JUNE 1, 2023
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.
Beyond Philosophy
JUNE 1, 2023
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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TechSee
JUNE 1, 2023
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.
ShepHyken
JUNE 1, 2023
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.
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.
Upstream Works
JUNE 1, 2023
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.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Nuance
JUNE 1, 2023
… 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.
Cisco - Contact Center
JUNE 1, 2023
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.
AWS Machine Learning
JUNE 1, 2023
The demand for multi-object tracking (MOT) in video analysis has increased significantly in many industries, such as live sports, manufacturing, and traffic monitoring. For example, in live sports, MOT can track soccer players in real time to analyze physical performance such as real-time speed and moving distance. Since its introduction in 2021, ByteTrack remains to be one of best performing methods on various benchmark datasets, among the latest model developments in MOT application.
Cisco - Contact Center
JUNE 1, 2023
Cisco Live US 2023 is almost here and in case you didn’t have plans to stop by the DevNet Zone every single day ; here are 5 reasons that will more than likely help you change your mind.
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Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
VirtualPBX
JUNE 1, 2023
In today’s digital age, text messaging has become a ubiquitous form of communication, prompting businesses to explore its potential as a marketing tool. However, amidst this opportunity lies the important question: Can businesses send texts to customers without their permission while adhering to texting laws? In this blog, we will delve into the legal aspects surrounding business text messaging and shed light on the regulations that dictate its practice.
Cisco - Contact Center
JUNE 1, 2023
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.
Cyara
JUNE 1, 2023
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.
Cisco - Contact Center
JUNE 1, 2023
They say Rome wasn’t built in a day. Likewise, innovative products that simplify global deployments and add value for users take time.
Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.
MiaRec
JUNE 1, 2023
Every Voice Analytics solution will analyze your call data for data-driven insights, so what makes one Voice Analytics solution "better" than another?
Cisco - Contact Center
JUNE 1, 2023
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.
Jon Arnold
JUNE 1, 2023
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.
Cisco - Contact Center
JUNE 1, 2023
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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Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.
kommunicate
JUNE 1, 2023
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.
Cisco - Contact Center
JUNE 1, 2023
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.
Education Services Group
JUNE 1, 2023
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.
Cisco - Contact Center
JUNE 1, 2023
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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LiveVox
JUNE 1, 2023
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
Hodusoft
JUNE 1, 2023
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.
CSM Magazine
JUNE 1, 2023
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.
Cisco - Contact Center
JUNE 1, 2023
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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Longer sales cycles. Larger buying committees. Slow-moving compliance reviews. Every go-to-market team knows the frustrations that come from a drawn-out sales process. How can you speed it up? By building a modern GTM motion that uses data, automation, and proven best practices to unlock insights, engage customers, and win faster.
CSM Magazine
JUNE 1, 2023
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
Cisco - Contact Center
JUNE 1, 2023
Explore the Cisco Catalyst programmability and automation sessions at Cisco Live AMEA scheduled for June 6 th through 8 th , 2023 in Las Vegas!
CSM Magazine
JUNE 1, 2023
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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