Thu.Feb 08, 2024

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Best Practices for Automated Conversational AI Testing in 2024


For some time now, contact centers have felt the pressure building to adopt or upgrade their existing conversational AI solutions. In 2023, the dam finally broke. After ChatGPT went mainstream, it quickly became clear that conversational AI would forever change the way brands interact with their customers.

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Master the Art of Language: How to Transform Other People’s Opinion of You

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Let’s begin this week’s issue with a test. I am going to share a British idiom, and you are going to determine what it means. It’s simple enough, yes? We will be on the honor system, so score yourself as you go along.

Scripts 195

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Maximizing customer experience in the omnichannel era


Uncovering channel-specific insights can ensure a seamless customer journey, as well as driving business improvements that make a difference in EX and CX. Read more in our blog.

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Cisco Joins U.S. Department of Commerce Consortium Dedicated to AI Safety

Cisco - Contact Center

Today, Cisco announced that it joined more than 200 of the nation’s leading artificial intelligence (AI) stakeholders to participate in a U.S.

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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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Navigating New FCC Regulations on AI-Generated Voices in Outbound Calls


The FCC's unanimous decision broadens the scope of the anti-robocall rules under the 1991 Telephone Consumer Protection Act (TCPA) to include unsolicited calls made with AI deepfake voices. This move comes in the wake of incidents like the fake robocall that mimicked President Joe Biden, which targeted voters in New Hampshire, illustrating the urgent need for regulatory action.

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How to Build an Effective Customer Feedback Loop


Have you ever wondered why some businesses just nail it when understanding their customers? It’s like they have a direct line to what we’re thinking. The key might be a little something called a customer [ … ] The post How to Build an Effective Customer Feedback Loop appeared first on The HelpCrunch blog.

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Cirrus Partners with Redcentric to Deliver Advanced AI-enabled Contact Centre Solutions

CSM Magazine

Cirrus, a pioneer in exceptional customer experience solutions, has partnered with Redcentric, the UK’s most comprehensive managed IT service provider. This collaboration is set to empower organisations with unparalleled IT and customer service solutions, driving significant advancements in customer experience and digital transformation. Kieran Brady, Group Sales and Marketing Director at Redcentric said “We are pleased to be partnering with Cirrus, to offer the market an omni-channel contact ce

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Job Interview Questions For Call Center Leaders | AmplifAI

Amplifai Coaching Category

Job interview questions for Call Center Manager, Call Center Team Leader, and VP of Operations roles with expert strategies to ace your interview and lead successfully.

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Localizing Online Casino Games for Different Cultures and the Crucial Role of Customer Service

CSM Magazine

Game localization is important to make sure that online gaming games are changed to fit the likes, rules, and cultural norms of different people. Putting together a fun game that anyone can play requires more than just translating words. On the other hand, customer service is very important for online games, especially when it comes to localization.

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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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AI is the Tailwind for 2024 Contact Center Technology Investments

DMG Consulting

AI is the Tailwind for 2024 Contact Center Technology Investments On an annual basis, DMG Consulting conducts a worldwide survey of enterprise, customer experience (CX), contact center, and customer service executives and managers to ask about their top business priorities and technology investment plans for the following year. The survey we conducted in December 2023 captured this information for 2024.

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Automate the insurance claim lifecycle using Agents and Knowledge Bases for Amazon Bedrock

AWS Machine Learning

Generative AI agents are a versatile and powerful tool for large enterprises. They can enhance operational efficiency, customer service, and decision-making while reducing costs and enabling innovation. These agents excel at automating a wide range of routine and repetitive tasks, such as data entry, customer support inquiries, and content generation.

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How to create steps of service (and why you need them)

Toister Performance Solutions

I love In-N-Out for its remarkable consistency. The service is the same every time I go. There's a warm and friendly greeting. The cashier takes my order and confirms it. They conclude the transaction by handing me my receipt, telling me my guest number, and thanking me. It always happens. Each step has a purpose. The greeting establishes rapport and makes me feel welcome.

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A Comprehensive Guide to Coordinating and Unifying Channels & Devices in the MSP Industry


A Comprehensive Guide to Coordinating and Unifying Channels & Devices in the MSP Industry Today, more and more enterprises are investing money in Managed Service Providers (MSPs) than ever before. Traditionally, the majority of clients of MSPs used to be small and midsize businesses (SMBs), government agencies, not-for-profit organizations, and other organizations that don’t have a dedicated in-house IT team.

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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.