Tue.Feb 06, 2024

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AI in CX Automation: It’s Not All or Nothing

TechSee

Customers expect a seamless and personalized experience from every business in today’s digital age. As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale.

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Rip the Band-Aid Off Communication

ShepHyken

It’s time to come back to a very important topic in customer service and customer experience. It also falls under leadership and management. The topic is communication and transparency. I was recently interviewed by Megan Jones, an editor for Call Centre Helper magazine. We were talking about how to turn Moments of Misery™ into Moments of Magic ™. Her story is an interesting one.

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Product News – January 2024

Lumoa

Lumoa Product News for January 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! GPT Summaries Improvements The AI that we use to create GPT summaries has been refined and improved, thanks to your feedback!

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Connect, Secure, Assure Every Digital Experience Everywhere

Cisco - Contact Center

Today at Cisco Live Amsterdam we’re excited to announce Cisco Secure Access Experience Insights, powered by ThousandEyes — an integrated solution to deliver unparalleled visibility into the digital ex… Read more on Cisco Blogs

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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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Accenture creates a regulatory document authoring solution using AWS generative AI services

AWS Machine Learning

This post is co-written with Ilan Geller, Shuyu Yang and Richa Gupta from Accenture. Bringing innovative new pharmaceuticals drugs to market is a long and stringent process. Companies face complex regulations and extensive approval requirements from governing bodies like the US Food and Drug Administration (FDA). A key part of the submission process is authoring regulatory documents like the Common Technical Document (CTD), a comprehensive standard formatted document for submitting applications,

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Evolution of Quality Management: From Compliance to Customer-Centric

Playvox

Ask people to name three companies known for their customer-centric approach to business, and there’s a good chance some common names will surface: Nordstrom, Apple, Trader Joe’s, Patagonia, and others frequently come to mind. What do they have in common? What’s their secret? They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement.

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Deploy large language models for a healthtech use case on Amazon SageMaker

AWS Machine Learning

In 2021, the pharmaceutical industry generated $550 billion in US revenue. Pharmaceutical companies sell a variety of different, often novel, drugs on the market, where sometimes unintended but serious adverse events can occur. These events can be reported anywhere, from hospitals or at home, and must be responsibly and efficiently monitored. Traditional manual processing of adverse events is made challenging by the increasing amount of health data and costs.

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The New Cisco Digital Experience Monitoring Application for Full-Stack Observability

Cisco - Contact Center

Your DEM = Your Business and Reputation! At one point, we all have been frustrated with a poor digital experience with the services that we use each day.

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Navigating the SMS Landscape: Compliance, Strategy, and Innovation

NobelBiz

SMS (Short Message Service ) has become a pivotal channel in the contact center industry. This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

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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.

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The Voice User Interface: Redefining Customer Interactions

Cyara

Voice user interfaces (VUIs), voice search, and other voice-based user experience (UX) technologies are reshaping our world and revolutionizing how we interact.

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How many customer support agents do I need on live chat?

Provide Support

To find out how many customer support agents you need for live chat you need to make thorough analysis of your customer service needs and audience.

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The Benefits of Having Human Customer Service Representatives in the Shipping Industry

CSM Magazine

AI-powered chatbots have made significant progress in customer service over the years. However, there is still a lot of room for improvement, especially in the shipping and logistics industry. This was highlighted by the recent DPD chatbot incident where a malfunctioning chatbot received a lot of negative media attention. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

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Celebrating the 2024 CX Customer Hero Award Winners 

Cisco - Contact Center

The time of year, when Cisco customers and partners converge for a week at Cisco Live, has come again!

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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.

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AI in Call Centers: Benefits, Trends, and Solutions

Helpware

Always quick to adopt new technologies, the call center industry rapidly accepted changes by using call center artificial intelligence solutions in their CS processes. This includes everything from managing simple inquiries to assisting agents in tackling complex issues, underlining the role of artificial intelligence for call centers.

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The Role of Video Thumbnails in Customer Engagement: Tips and Best Practices

CSM Magazine

In the digital age, where content is king, the gatekeeper to any kingdom of information is often a simple, yet powerful visual cue: the video thumbnail. This seemingly small element of your video content strategy influences viewer behavior, draws attention, and ultimately determines whether your content gets the engagement it deserves. In this exploration, we delve into the crucial role of video thumbnails in customer engagement, offering insights and practical advice on how to harness their pot

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Driving Business Outcomes for a Customer with the Power of Cisco Catalyst Center

Cisco - Contact Center

In today’s rapidly evolving financial services landscape, technology plays a crucial role in enabling business outcomes. Cisco is at the forefront of these technological advancements.

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Zappix Unveils Latest Iteration of Digital Outreach Solution to Elevate Customer Engagement

Zappix

BURLINGTON, MASS. (PRWEB) Feb 6, 2024 Zappix , a leading provider of AI-Powered Digital Engagement Platform, is delighted to announce the launch of the enhanced Zappix Digital Outreach product. This dynamic solution empowers enterprises to refine their customer engagement strategies, fostering increased success in their outreach campaigns. Continuing its commitment to innovation, Zappix has bolstered its Digital Outreach portfolio with robust features throughout the year.

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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!

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Boost Stadiums with Oracle EPM: Elevate Fan Experience and Ops

CSM Magazine

In the high-stakes world of sports and entertainment, the right technology can turn game day into an unforgettable experience. That’s where Oracle EPM comes in, transforming stadium operations with the precision and agility needed to score big with fans and stakeholders alike. Oracle’s integrated applications break down data silos, allowing finance and operational teams to collaborate like never before.

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Staying Connected and Protected in a Highly Distributed World with Cisco Secure Networking

Cisco - Contact Center

We live in an increasingly digital world where the number of connections—driven by a highly distributed and diverse web of applications, devices, and users—continues to grow exponentially.

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4 Tactics for Building a Culture of Improvement in Your Contact Center Team | AmplifAI

Amplifai Coaching Category

A daily gameplan has been created to help others lead like the best, based on the actions of top talent from the previous year. The plan includes activities such as coaching, recognition, sharing best practices, and having fun with the team, and aims to show that focused, consistent action creates results.

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The power of the platform: Observability takes a seat at the boardroom table

Cisco - Contact Center

Digital experience is the new boardroom KPI in a world where visibility and insight into application performance are now seen as critical to executives.

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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

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Gamification in Higher Education: Tapping into Student Motivation and Engagement

Comm100

Gamification is quickly becoming part of our everyday lives. From fitness apps that turn exercise into a game to work environments that use game-like rewards, this concept is everywhere and still spreading its wings. In fact, the global gamification market size is projected to surpass $116.68 billion by 2032. It’s also changing how we learn, especially in schools and colleges.

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Unlock Rapid, Trusted Delivery of Generative AI Applications

Cisco - Contact Center

Generative AI (GenAI) innovation continues to move at an unprecedented pace, bringing powerful new use cases and possibilities.

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Revolutionizing Customer Success in 2024: How AI is Changing the Game

SmartKarrot

Introduction Customer success evolves every day, and it is advantageous to stay ahead of the curve. As a Customer Success leader in 2024, navigating the dynamic realm of customer satisfaction requires embracing innovative technologies. Artificial Intelligence (AI) is reshaping the way businesses approach customer success. In this article, we’ll explore the transformative impact AI can have on customer success and how it is revolutionizing the industry. 1.

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Navigating the AI Frontier with Cisco

Cisco - Contact Center

Fresh from another impactful Cisco Live EMEA, the buzz around Artificial Intelligence (AI) is undeniable.

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Contact Center Dialers Demystified

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.

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Integrate QnABot on AWS with ServiceNow

AWS Machine Learning

Do your employees wait for hours on the telephone to open an IT ticket? Do they wait for an agent to triage an issue, which sometimes only requires restarting the computer? Providing excellent IT support is crucial for any organization, but legacy systems have relied heavily on human agents being available to intake reports and triage issues. Conversational AI (or chatbots) can help triage some of these common IT problems and create a ticket for the tasks when human assistance is needed.

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How GPL-1 Drug Success Transforms Healthcare Revenue – Is your Organization Ready?

Cisco - Contact Center

The huge revenue opportunity stemming from recent success of GLP-1 drugs is not just for the pharmaceutical companies.

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HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions

Hodusoft

HoduSoft Ready to Shine at IT EXPO 2024: Showcasing its Powerful Communication Solutions Over the past few years, the communication landscape has undergone major transformations, driven by advanced technologies, changing customer expectations, and an increase in digital platforms. It is important to choose the right strategy and technology options to navigate the changing communication landscape.