Tethr

JANUARY 26, 2024

Generative AI offers exciting opportunities for contact center leaders but also brings data privacy risks. Here's how we're addressing them.

Contact Center 83

Contact Center 83

Beyond Philosophy

JANUARY 26, 2024

This has been created in partnership with YouGov. Our listeners will enjoy $ 500 off their first survey from YouGov. Click here. Customer research has some big problems. You might think the big problem with customer research is not asking the right questions. But it isn’t. Then, surely it’s asking the wrong people the wrong way, right? But that’s not it either.

Surveys 221

Surveys Marketing 221

Cyara

JANUARY 26, 2024

The omnichannel customer experience (CX) is quickly becoming the norm, and consumer expectations are likely to continue rising. According to data from Retail Dive , 88% of Gen Zers expect a mix of digital and physical interactions with brands.

Customer Experience 76

Customer Experience Chatbots 76

Cisco - Contact Center

JANUARY 26, 2024

Understanding how to best serve customers is a primary focus for retailers. However, gaining this understanding can be complex.

Technology 65

Technology 65

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

Interaction Metrics

JANUARY 26, 2024

In this episode of the podcast Distribution Talk , Jason Bader has a far-reaching conversation with Martha Brooke. Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Martha explains that customer service is a subset of customer experience and discusses how to evaluate and elevate call center interactions based on four key dimensions : Efficiency, Information, Connection, and Differentiation; within each

Call Center 62

Call Center Coaching Metrics Surveys 62

Enghouse Interactive

JANUARY 26, 2024

As we move into 2024, momentum around deploying contact center AI is accelerating. Gartner predicts that by 2025, 80% of customer service.

Contact Center 52

Contact Center Customer Service Self service Interactive Voice Response 52

Cisco - Contact Center

JANUARY 26, 2024

Those thinking of some winter experiences may find Amsterdam in February to be the ideal trip to scratch that itch.

54

54

Connect

JANUARY 26, 2024

Unlock the power of intelligent CX. With many CX leaders reconsidering their entire customer journey, 2024 marks a year of significant transformation. In this report, Zendesk unveils ten trends that are propelling the customer experience towards a more intelligent future. AI + intelligent experiences Learn how AI is altering the role of chatbots to the point that 64% of CX leaders are increasing their investments in evolving chatbots.

Chatbots 52

Chatbots Customer Support Customer Experience Personalization 52

Cisco - Contact Center

JANUARY 26, 2024

This year we’ll see a movement for responsible, ethical use of AI that begins with clear AI governance frameworks that respect human rights and values.

Government 52

Government 52

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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center

CSM Magazine

JANUARY 26, 2024

Today, more and more online casinos are appearing on the internet. Thus, players are faced with a difficult choice. During the selection they have to analyse various qualities of the online casinos. But most gamblers fail to pay attention to customer service. It is the part of the website that makes gambling more seamless and successful. When you encounter any issue with transactions or while playing games, customer support can help in solving it.

Customer Service 52

Customer Service Multichannel Accountability Customer Support 52

Cisco - Contact Center

JANUARY 26, 2024

In her blog, Countdown to Cisco Live EMEA , Adele Trombetta, SVP, Cisco Customer Experience (CX) EMEA, mentioned how excited she is for Cisco Live EMEA in just a little more than a week, and I agree.

Customer Experience 52

Customer Experience 52

CSM Magazine

JANUARY 26, 2024

In the late 1980s, Jan Carlzon coined the term “Moments of Truth” to describe the interactions between customers and company employees that directly affect customer satisfaction. The concept is still going strong today. Introduced by Carlzon in his book, the term moments of truth refers to any instance when customers come into contact with any aspect of a business, however remote, and form an impression about its quality and service.

Airlines 52

Airlines Advertising Feedback Customer centricity 52

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Examples of applications include conversational search, customer support agent assistance , customer support analytics , self-service virtual assistants, chatbots , rich media generation , content moderation , coding companions to accelerate secure, high-performance software development , deeper insights from multim

Best practices 139

Best practices Government Engineering Accountability 139

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The guide for revolutionizing the customer experience and operational efficiency Explore how AI Agents are transforming customer service and delivering innovative solutions for your business now with our latest eBook. This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support.

Customer Service