Fri.Sep 22, 2023

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Guest Post: Trends of Customer Service in 2023

ShepHyken

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023. As we enter 2023, it’s clear that customer service remains a top priority for businesses across industries.

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Leaning into integration: The key to unlocking enterprise revenue growth

Totango

Announced during our flagship event, Totango Live! , we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. We believe these collaborations are cornerstones for enterprises to deliver seamless experiences for their customers and to create the interconnectedness with cross-functional partners and systems needed to drive long-term revenue growth. “Totango believes being an open

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Improving your LLMs with RLHF on Amazon SageMaker

AWS Machine Learning

Reinforcement Learning from Human Feedback (RLHF) is recognized as the industry standard technique for ensuring large language models (LLMs) produce content that is truthful, harmless, and helpful. The technique operates by training a “reward model” based on human feedback and uses this model as a reward function to optimize an agent’s policy through reinforcement learning (RL).

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The future of roadways and intersections. Coffee and Conversations podcast

Cisco - Contact Center

The need to connect, secure , and optimize our critical roadways and intersections infrastructure is now clearer than ever.

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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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The Ultimate Guide to International Number Porting

Avoxi

Just as your logo is synonymous with your brand, so are your phone numbers. International number porting helps you keep them, even when you're expanding markets.

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UIFN vs ITFS: Which Toll-Free Number is Right for Your Business?

Avoxi

Expanding your global presence? Find out here if a UIFN or ITFS number is right for your global business’s international voice needs.

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Maximizing ROI: The Business Case For Chatbot-CRM Integration

kommunicate

Last Updated on September 22, 2023 From providing real-time information to answering questions and even performing recurring tasks, chatbots help us with a myriad form of activities. If your business needs to communicate with customers and prospects with speed, convenience, and personalization, look no further than chatbots. Just like a chatbot, a CRM is also [.

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A CX Goal: Universal Participation in Product and Service Innovation

Brad Cleveland Blog

The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate? As the late management guru Peter Drucker asked, “You hire accountants for accounting and marketers for marketing and lawyers … Continue reading → The post A CX Goal: Universal Participation in Product and Service Innovation appeared first on Brad Cleveland.

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7 Ways to Elevate CX in Banking

CSM Magazine

In today’s competitive banking industry, providing a top-notch customer experience (CX) is essential for attracting and retaining customers. With so many options available, it’s important for banks to upgrade their services and stand out from the crowd. But how can banks elevate their CX and provide a truly exceptional experience for their customers?

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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

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A CX Goal: Universal Participation in Product and Service Innovation

Brad Cleveland Blog

The world is changing, customer expectations are evolving so innovation is the heartbeat of customer experience but how do you innovate? As the late management guru Peter Drucker asked, “You hire accountants for accounting and marketers for marketing and lawyers … Continue reading → The post A CX Goal: Universal Participation in Product and Service Innovation appeared first on Brad Cleveland.

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How to reduce agent burnout in your contact center

Babelforce

Burnout. According to a recent report by Gallup, 76% of workers will experience burnout at some point in their job. But for call centers, burnout is especially common. It contributes to the industry’s notoriously high agent attrition rates, which averaged around 38% in 2022. When questioned, 62% of call center agents identified burnout as one of their top workplace challenges.