Mon.May 22, 2023

article thumbnail

AI is the Future of Customer Service and CX with Mario Matulich

ShepHyken

Top Takeaways: There has been significant progress in artificial intelligence (AI), like chatbots and ChatGPT capabilities. This has always been seen as high-potential technology, but in the last few months, it has been used in a more demonstrative way to address challenges faced by contact centers, especially in the post-pandemic environment. Generative AI and other forms of self-service provide a win-win solution for organizations and customers.

article thumbnail

Instruction fine-tuning for FLAN T5 XL with Amazon SageMaker Jumpstart

AWS Machine Learning

Generative AI is in the midst of a period of stunning growth. Increasingly capable foundation models are being released continuously, with large language models (LLMs) being one of the most visible model classes. LLMs are models composed of billions of parameters trained on extensive corpora of text, up to hundreds of billions or even a trillion tokens.

APIs 97
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

Built on Cisco Security Cloud: XDR

Cisco - Contact Center

As we enter the age of Cisco Security Cloud, we have delivered on the first phase of our vision that aims to provide organizations with a comprehensive, open, and integrated platform for protecting… Read more on Cisco Blogs

93
article thumbnail

Contact Center Buyer’s Guide

Connect

Download the contact centre buyer’s guide to delve into a transformative world where the convergence of these capabilities enables elegant, simple, efficient, and agile contact centres. Understand the specific capabilities you need to create value for your employees, customers and business. Grounded in research this guide outlines these specific capabilities; technology that will enable enhanced employee experience, the advancement of innovation in automated business processes, sophisticated ana

article thumbnail

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.

article thumbnail

5 Top Reasons to Implement Cloud Call Center Software Today

SharpenCX

In today’s fast-paced business landscape, providing great customer service is more crucial than ever before. As businesses strive to provide exceptional customer experiences, the role of call centers becomes increasingly significant. However, traditional on-premises call center systems can be costly, inflexible, and challenging to manage. That’s where cloud call center software comes to the rescue.

More Trending

article thumbnail

Blended Call Centers: Finding The Right Mix

Global Response

If you currently use inbound or outbound call center services and are looking for ways to: expand your services improve service levels increase efficiency develop more flexible and scalable models support business growth …then a blended call center might be a better fit for your business. What is a blended call center, and how do you find the right mix for your needs and goals?

article thumbnail

Prioritize Consumers with Powerful Customer Journey Strategy

Topdown

Over the past couple of years there has been a massive acceleration into the digital era. With it, this acceleration brought about an immersive and comprehensive virtual economy. The transition into this digital era and largely virtual marketplace was long-coming, but initially it was on a slow trajectory. The global pandemic, however, created an unprecedented push into the digital marketplace as remote operations and remote services became a necessity.

article thumbnail

Digital Inclusion Demands Broadband Expansion and Government Service Transformation

Cisco - Contact Center

Technology continues to rapidly evolve, pushing state and local governments to innovate just as quickly to keep up with their resident’s evolving needs.

article thumbnail

Cloud Contact Center Migration 

Concentrix

Do you understand what moving to the cloud means for your business and the best way to implement it? Watch our webinar to learn more.

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

How Generative AI Will Revolutionize Agent Life In Contact Centers

LiveVox

As if being a contact center agent wasn’t already tough enough! They’re expected to be product experts, communication gurus, and multitasking maestros all rolled into one. But fear not, generative AI technology has arrived to save the day. While some people may be trembling in their boots at the thought of machines and algorithms taking […] The post How Generative AI Will Revolutionize Agent Life In Contact Centers appeared first on LiveVox.

article thumbnail

Doing More With Less is Actually a Good Thing for Your Contact Center

Balto

Guest post by Jeremy Watkin If you are a contact center or customer service leader and are reading this article, I have a hypothetical question for you. If your boss, or perhaps the company CFO, came to you and said, “Hey, I sense that your team or department needs additional resources. I’m adding $100,000 to your annual budget,” how would you spend that money?

article thumbnail

The COPC Standards Committee Welcomes Scott Horace

COPC

WINTERPARK, Fla., May 18, 2023 — COPC Inc. announces the addition of Scott Horace to the COPC Standards Committee. The COPC Standards Committee is a group of global leaders that oversees and maintains the COPC Customer Experience (CX) Standard , recognized as the industry standard for managing and improving CX operations since 1996. Scott Horace brings 25+ years of experience in the customer service industry to the COPC Standards Committee.

article thumbnail

How Generative AI Will Revolutionize Agent Life In Contact Centers

LiveVox

As if being a contact center agent wasn’t already tough enough! They’re expected to be product experts, communication gurus, and multitasking maestros all rolled into one. But fear not, generative AI technology has arrived to save the day. While some people may be trembling in their boots at the thought of machines and algorithms taking […] The post How Generative AI Will Revolutionize Agent Life In Contact Centers appeared first on LiveVox.

article thumbnail

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.

article thumbnail

Ideas to Improve Your Customer Service

CSM Magazine

If you are looking for action plans to improve customer service, congratulations! You have admitted that your business can improve. Currently, many companies need to serve their customers well personally and through their websites since, after the pandemic, this mode of purchase became much more popular. Supermarkets, pharmacies, and all establishments that provide essential products and services have a web page, and are in need of customer service strategies.

article thumbnail

How Hosted PBX Solutions are Failing Your Business

LiveVox

Hosted PBX solutions have become the primary way businesses connect with the outside world. A hosted PBX is a cloud-based phone network that uses the Internet to transmit and receive phone calls. Its numerous benefits have made it the more attractive choice compared to its on-premise counterpart. On-site setups require a long, extensive set up, […] The post How Hosted PBX Solutions are Failing Your Business appeared first on LiveVox.

52
article thumbnail

Strategies For Doing CX (and AX) Right!

Vistio

Watch to the full podcast here:  Or click here to just listen to the audio.                                  We are very excited to welcome Stacy Sherman with us back on the podcast to discuss how to do CX and AX right. Agents are working in the front lines just as much as your sales team, so it’s important that they are being treated right.

article thumbnail

Focus On Your Core Competency With The Best Outsourced Contact Center

Vcaretec

The best techniques for manpower optimisation occasionally originate from sources outside of your business. One great option to address client issues at a reasonable cost is to outsource customer assistance to omnichannel contact centers. The concept of hiring the best outsourced contact center service was previously unheard of. However, the business has evolved.

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

Create a Customer-Obsessed Growth Engine to Achieve 10% Higher Growth

Kapta Customer Success

As the B2B market becomes increasingly competitive and saturated to the point of commoditization, it’s more difficult for buyers to differentiate between competing solutions. This is making growth opportunities harder to come by.

article thumbnail

Zappix and ID-GO to Showcase an Integrated Secure Digital Self-Service Solutions at NECCF Event on June 13th

Zappix

Zappix, a leading provider of Visual Self-Service solutions, and ID-GO, a renowned pioneer in biometric authentication technology, are announcing their partnership as exhibitors at the.

article thumbnail

What is IVR and How to Benefit from Using It? The Ultimate Guide

Voiptime

Ever thought about how much value automation can bring to your business? Automation has already proven its worth in the customer service sphere. The right solution can increase your profits and make your organization more effective. One such system is IVR (Interactive Voice Response), which helps immensely with increasing the number of returning customers and your ROI.

article thumbnail

Top 5 Customer Service & CX Articles for the Week of May 22, 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. To Drive Customer Retention, Don’t Neglect Culture by David Ducharme and Nick Furman (Gallup) Neglecting culture affects your teams and your customers.

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

May 22 – Customer Success Jobs

SmartKarrot

Role: Customer Success Assistant Location: London, Ontario, Canada (Remote) Organization: Lumos Stratgy As a Customer Success Assistant, you’ll serve as our customers’ main point of contact, responding quickly and kindly to emails, chats, and phone conversations. Establish trusting connections with customers by getting to know their specific wants and objectives.

article thumbnail

A Guide to Upgrading Your Business Phone System in the Digital Era

NobelBiz

The business environment is transforming at an accelerated pace, with digital technology at its heart. Today’s enterprises cannot afford to be left behind with outdated technology, particularly when it comes to communication. Hence, upgrading your business phone system is not just an option; it’s an essential step toward operational efficiency.

voip 52
article thumbnail

The Importance of Customer Feedback

Global Response

Who first comes to mind when you consider the most valuable voices in your business? Perhaps you think of the CEO or COO, or other C-Suite leadership. Perhaps it’s a particularly effective visionary among your management staff. Perhaps you consider your on-the-ground employees the foundation of your vision. But what about your customers? How valuable are their voices to your business?

article thumbnail

5-Star Social Media Support: Your Brand’s Ultimate Weapon

Nicereply

Social media support is an essential part of customer satisfaction strategy for many companies. Having a presence on social media networks is essential for businesses in today’s world. The key to a successful social media strategy lies in providing customer support through all available channels. Offering top-notch customer service can set you apart from competitors and make it a preferred choice for customers.

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

article thumbnail

Choosing Top call center outsourcing vendors for small businesses

Vcaretec

Having trouble reaching your sales goals despite projecting a credible brand image? Do you feel overwhelmed by the increased need for omnichannel customer support? Thus, you are in the proper location. We provide adaptable services that are tailored to the demands of our clients as a multinational provider of call center services. Get solutions that are focused on meeting your specific company needs.