Tue.Oct 01, 2024

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How Generative AI Impacts Customer Support?

NobelBiz

The new face of customer support is changing rapidly, and right at the center of that evolution is Artificial Intelligence. Generative AI is increasingly proving a key differentiator in businesses for speedier, more personalized, and effective customer service. This is much more powerful than old chatbots because it can comprehend, generate, and learn from natural language information due to NLP and LLMs.

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Customer Service Week 2024

ShepHyken

If you’re reading this article the day it comes out, then next week – the first full week of October – is Customer Service Week. This special week was created in the 1980s when the International Customer Service Association suggested that organizations should recognize the employees who create the experience that gets customers to say, “I’ll be back.

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Product News – August 2024

Lumoa

content Lumoa Product News for August 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Actionable Insights have been overhauled! We originally offered lots of different Insights types, but we received long term feedback that customers were unsure of the differeneces between the Insights, and when one would be more applicable than the other

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How Artificial Intelligence Can Supercharge Employee and Customer Experiences with Jim Payne

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How is AI transforming both employee and customer experiences? Can AI be utilized effectively in smaller companies with limited budgets? How does AI improve efficiency and productivity for customer service teams? What is the impact of AI on employee retention?

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Password Advice for the Rest of Us

Cisco - Contact Center

Passwords are a problem and it’s hard to make a good one. So what can you do? Make them long, make them random, and maybe use a password manager.

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Maintain access and consider alternatives for Amazon Monitron

AWS Machine Learning

Amazon Monitron , the Amazon Web Services (AWS) machine learning (ML) service for industrial equipment condition monitoring, will no longer be available to new customers effective October 31, 2024. Existing customers of Amazon Monitron will be able to purchase devices and use the service as normal. We will continue to sell devices until July 2025 and will honor the 5-year device warranty, including service support.

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7 Lessons on Customer Experience Excellence: Insights from a Personal Journey

C3Centricity

Inspiration for Customer Experience (CX) excellence can come from the most unexpected places. As business leaders, we know that keeping an open mind and learning from every occurrence is crucial to improving our own practices. Recently, I had an eye-opening experience that reinforced this lesson in a way I hadn’t anticipated. After the holiday season, I found myself grappling with severe lower back pain, which escalated into a medical ordeal that spanned hospital stays, emergency surgeries, and

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AWS recognized as a first-time Leader in the 2024 Gartner Magic Quadrant for Data Science and Machine Learning Platforms

AWS Machine Learning

Over the last 18 months, AWS has announced more than twice as many machine learning (ML) and generative artificial intelligence (AI) features into general availability than the other major cloud providers combined. This accelerated innovation is enabling organizations of all sizes, from disruptive AI startups like Hugging Face, AI21 Labs, and Articul8 AI to industry leaders such as NASDAQ and United Airlines, to unlock the transformative potential of generative AI.

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The Art and Science of CX Success

Cisco - Contact Center

Review a few of the latest customer and partner success stories as part of CX Day!

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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10 Must-Have Skills to Champion Your Account Management Team

Kapta Customer Success

The Role of Strategic Leadership in Driving Growth and Success Strategic leadership in account management is pivotal for ensuring sustained success and growth. It involves the ability to anticipate and navigate market trends, seize emerging opportunities, and proactively align account strategies accordingly. A strong strategic vision enables leaders to steer their teams towards achieving long-term objectives while maintaining a competitive edge.

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VirtualPBX October Feature Release: Empowering Your Communications

VirtualPBX

With our October feature release, VirtualPBX is thrilled to unveil the latest set of features designed to elevate your business communications by enhancing efficiency, customer satisfaction, and security. Whether you’re managing emergencies, optimizing call center operations, or streamlining team communication, these new features have you covered. Call Notifications AirDial AirDial plays a critical role in emergency communications, providing connectivity for everything from security panels to el

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What is Digital Patient Engagement and How it Impacts Healthcare Systems

Zappix

Patient expectations are constantly changing. Patients now demand convenience, personalization, and quick access to healthcare services, prompting providers to rethink how they engage with patients. This is where digital patient engagement comes in. Digital patient engagement refers to the use of technology—such as mobile apps, web-based portals, SMS, emails, and automated systems—to communicate with, support, and engage patients across their care journey.

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AI for customer success operations: How to design a segmentation strategy with AI as your assistant

ChurnZero

From creating instant emails to summarizing customer accounts in seconds, AI is a dream tool for CSMs. Is it just as powerful for a customer success operations leader? As it turns out, using AI for customer success operations by leveraging its research and analytical capabilities can yield equally impressive results. ChurnZero’s You Mon Tsang says that while AI’s speed and “wow” factor are impressive, its real value in SaaS comes from applying it to existing workflows to solve ambitious ch

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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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5 Benefits of Integrating Your UCaaS Platform with CRM Systems

FluentStream

Imagine if the tools you rely on daily could seamlessly integrate, making tedious tasks more efficient. While large enterprises have enjoyed the benefits of communication platform integrations for years, small and midsized businesses (SMBs) have been limited, facing high costs for. Read More The post 5 Benefits of Integrating Your UCaaS Platform with CRM Systems appeared first on FluentStream.

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Evolving and Reimagining Cisco Marketing Velocity – introducing Jennifer Machgan

Cisco - Contact Center

On October 8th, Cisco will unveil a reimagined Cisco Marketing Velocity Central (MVC) platform, offering partners an enhanced, user-friendly experience. Join us for the live unveiling to see the new features.

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Pega Customer Service & Digital Messaging: Revolutionizing Customer Interaction

Unymira

Reaching customers efficiently and personally is more important today than ever. Pegasystems is one company that understands this need. With its Pega Customer Service and Pega Digital Messaging products, this software company delivers innovative solutions. These tools help companies create a seamless customer experience across multiple channels, boosting both satisfaction and efficiency.

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Concentrix’ Decision Tree Library Application Recognized for Its AI-Powered CX Enhancements

Concentrix

Concentrix’s Decision Tree Library Application has been recognized as a winner at the 2024 Merit Awards for Technology in the Software and Applications category.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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From security to AI: factors that are driving industrial networking investment

Cisco - Contact Center

An analyst report highlights a surge in industrial networking investment, driven by the need for better cybersecurity, IT/OT integration, and AI readiness.

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Concentrix’s Decision Tree Library Application Recognized for Its AI-Powered CX Enhancements

Concentrix

Concentrix’s Decision Tree Library Application has been recognized as a winner at the 2024 Merit Awards for Technology in the Software and Applications category.

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How Payment Solutions Can Help CFOs Overcome Economic Challenges

Cisco - Contact Center

IT payment solutions offer an alternative source of capital that will not impact a customer’s existing credit lines.

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Retail Software Solutions Enhance User Experience

Concentrix

Learn how a luxury fashion retailer reinvented its online shopping experience to enhance speed and scalability with a 50% reduction in infrastructure costs.

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What Does it REALLY Mean to Put CX First?

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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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Build a serverless voice-based contextual chatbot for people with disabilities using Amazon Bedrock

AWS Machine Learning

At Amazon and AWS, we are always finding innovative ways to build inclusive technology. With voice assistants like Amazon Alexa , we are enabling more people to ask questions and get answers on the spot without having to type. Whether you’re a person with a motor disability, juggling multiple tasks, or simply away from your computer, getting search results without typing is a valuable feature.

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Navigating Software End of Life: Key Considerations for Your Business

Concentrix

Understand the impact—and ensure your business keeps running efficiently—when your vendor announces software end of life.

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What Makes 1Win the Top Betting Choice in South Africa?

CSM Magazine

1Win has been gaining traction in South Africa as a go-to bookmaker for both sports betting and online casino enthusiasts. With its modern design and user-friendly interface, it aims to cater to a wide range of users, from novices to experienced bettors. The platform not only offers a vast array of betting options but also ensures a seamless customer experience across devices, thanks to its dedicated mobile application.

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How Generative AI Impacts Customer Support?

NobelBiz

The new face of customer support is changing rapidly, and right at the center of that evolution is Artificial Intelligence. Generative AI is increasingly proving a key differentiator in businesses for speedier, more personalized, and effective customer service. This is much more powerful than old chatbots because it can comprehend, generate, and learn from natural language information due to NLP and LLMs.

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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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Why You Should Choose Microsoft Operator Connect with Momentum

Momentum Telecom

In today’s fast-paced business environment, having a reliable and efficient communication system is crucial. Microsoft Operator Connect, integrated with Momentum’s expertise, offers businesses a powerful solution for enhancing their communication strategies. By leveraging operator connect for Microsoft, organizations can simplify telephony integration with Teams, enable quick deployment, and support new communication strategies while utilizing existing contracts with certified providers.