CCNG
MAY 24, 2023
CCNG member Dan Smitley shares his thoughts on what we’re going to do once the bots take over the world. A bit of a hyperbole but it’s a great starting point for a very timely conversation. Dan talks about how contact centers are changing and how technology is playing a major role in this transformation. He discussed the use of bots, artificial intelligence, and other technologies that are revolutionizing the industry.
ShepHyken
MAY 24, 2023
You’ve probably experienced this. No matter how hard you try to please some customers, they aren’t happy. It’s frustrating, but at the same time, it’s reality. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Their perception is their reality. I once went to an amazing restaurant – at least, I was told it was amazing.
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Bill Quiseng
MAY 24, 2023
A wife walks into the living room where her husband is reading. She leans over and whispers “I love you.” Nothing. She repeats louder, “I love you.” Complete silence. She stares at him and asks, “I say I love you a LOT to you. You NEVER say I love you back. Why is that?” Her husband turns to her and declares, “Look, I told you I loved you when we got married.
Tethr
MAY 24, 2023
In today’s episode, we're gonna be talking about the fourth behavior we discovered in our study on strategies for B2C sales: De-risk the purchase decision.
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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?
Cisco - Contact Center
MAY 24, 2023
Cloud computing has become wildly popular among IT organizations for a number of reasons, including its ability to enhance efficiency, security, agility, and cost-effectiveness.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
MAY 24, 2023
In the past, I have held many discussions on the critical value of the SAP application for businesses. Gartner estimates that 77% of all worldwide business transactions touch an SAP system.
Tethr
MAY 24, 2023
Tethr's experts discuss the 2021 CX trends that will come to shape the landscape of customer service interactions in 2021. and beyond.
Cisco - Contact Center
MAY 24, 2023
Network automation is now a “must-have” The whirlwind of tech innovation has had a major impact on hardware, software, and of course, network management.
Tethr
MAY 24, 2023
All the data you need to create a good customer service experience is right at your fingertips. Here’s how to get that information.
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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.
AWS Machine Learning
MAY 24, 2023
Today we are excited to announce that you can now perform batch transforms with Amazon SageMaker JumpStart large language models (LLMs) for Text2Text Generation. Batch transforms are useful in situations where the responses don’t need to be real time and therefore you can do inference in batch for large datasets in bulk. For batch transform, a batch job is run that takes batch input as a dataset and a pre-trained model, and outputs predictions for each data point in the dataset.
Tethr
MAY 24, 2023
We believe that data without context isn’t useful, and can cause problems. Check out our perspective on real-time call center guidance.
LiveVox
MAY 24, 2023
Providing top-quality customer service is the one of the primary focuses of any customer service system. Before the rise of social media, companies spent their marketing dollars on trying to figure out how to improve their products or services. Now, the customer experience from beginning to end has just as much of an impact as […] The post Unlock a Smoother Customer Service System: The Essential Optimizations You Need To Make right Now appeared first on LiveVox.
Tethr
MAY 24, 2023
Today, we'll unpack the third key behavior discovered in our study: Why high performers seize the opportunity to dig into sales objections.
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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.
AWS Machine Learning
MAY 24, 2023
In this three-part series, we present a solution that demonstrates how you can automate detecting document tampering and fraud at scale using AWS AI and machine learning (ML) services for a mortgage underwriting use case. This solution rides on a more significant global wave of increasing mortgage fraud, which is worsening as more people present fraudulent proofs to qualify for loans.
Tethr
MAY 24, 2023
Today, we'll discuss the second key behavior in our study: How high performers drive purchase decisions through prescription.
JivoChat
MAY 24, 2023
Choosing the best website templates is crucial to achieving your goals. It significantly impacts getting a high number of accesses to your pages, increasing the average time spent on your website, and providing good user experience. Some of the best website builders, like Wix, offer pre-made templates which already have a mobile-friendly version, meaning that your website will perform well on mobile devices too.
Tethr
MAY 24, 2023
Today, we’ll take you through our research on successful B2C sales behaviors, and the four lessons we learned about how to improve sales.
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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.
AWS Machine Learning
MAY 24, 2023
Intelligent document processing (IDP) is a technology that automates the processing of high volumes of unstructured data, including text, images, and videos. IDP offers a significant improvement over manual methods and legacy optical character recognition (OCR) systems by addressing challenges such as cost, errors, low accuracy, and limited scalability, ultimately leading to better outcomes for organizations and stakeholders.
Tethr
MAY 24, 2023
These four cutting-edge call center QA trends are set to revolutionize the way we think of QA in the coming months and years.
Concentrix
MAY 24, 2023
Discover the top strategies to overcome your biggest data science problems and unlock new insights. Don't miss out on these game-changing tips!
Tethr
MAY 24, 2023
Check out these three reasons to level-up your customer feedback survey with a Voice of the Customer (VoC) analytics solution.
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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.
Hodusoft
MAY 24, 2023
The Future of Call Centers: Predictions and Trends for Call Center Software The year 2023 is a crucial year for tech breakthroughs. The advancements in artificial intelligence (AI), 5G, and quantum computing have altered the digital landscape for good. The rapid digital transformation will revolutionize every possible industry. How can call centers be left behind?
Tethr
MAY 24, 2023
Let’s take a look at how the future of customer experience (CX) has remained unchanged—but accelerated—over the last year.
Nicereply
MAY 24, 2023
Customer Success Platforms are here to make your (work)life easier. Firstly, you need to know how to use them. Get some inspiration! You have many customers, across many segments , using your tool for many use cases. How do you manage that complexity to make sure they all are successful with your products? The Customer Success function has gained momentum over the past decade and is now, more often than not, an integral part of the customer journey within a SaaS company.
Tethr
MAY 24, 2023
These four strategies are the keys to building customer loyalty for any type of business here in the digital age. Read more.
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.
kommunicate
MAY 24, 2023
Last Updated on May 25, 2023 If you really look at it, telemedicine has existed for hundreds of years. In medieval Europe, for instance, doctors used smoke to transmit information about the bubonic plague. Fast forward a couple of centuries, and we had the advent of radio and telephone that were rapidly changing the way [.] The post Telemedicine Trends: Advancements Reshaping The Future Of Healthcare In 2023 appeared first on Kommunicate Blog.
Tethr
MAY 24, 2023
Discover how to improve quality assurance in a call center with our research-backed and AI-powered platform. Request a demo today to see Tethr in action.
Playvox
MAY 24, 2023
For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Metrics can outline whether the outcome had nothing to do with your preparation or whether you were woefully unprepared and undermined the requirements to fulfill the expected volume of the day.
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