Thu.Apr 18, 2024

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How To Improve Customer Engagement In A Call Center?

OctopusTech

Learning how to improve customer engagement in a call center is significant in this competitive market. Talking to customers is not enough; it is about making those conversations beneficial and considering every customer’s requirements and expectations. This is critical as every call determines how people perceive your company, and you can lose a client even by making one small mistake.

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Privacy in the Age of Personalization: Striking the Right Balance

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: Personalization is a key element in doing business today. However, getting too personal can be off-putting in some situations. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out.

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Live Meeting Assistant with Amazon Transcribe, Amazon Bedrock, and Knowledge Bases for Amazon Bedrock

AWS Machine Learning

See CHANGELOG for latest features and fixes. You’ve likely experienced the challenge of taking notes during a meeting while trying to pay attention to the conversation. You’ve probably also experienced the need to quickly fact-check something that’s been said, or look up information to answer a question that’s just been asked in the call. Or maybe you have a team member that always joins meetings late, and expects you to send them a quick summary over chat to catch them up.

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Earth Day: How we’re helping our social and environmental systems heal and thrive

Cisco - Contact Center

Earth Day was founded in the United States on April 22, 1970, to mark the emergence of the modern environmental movement, and it inspired more than 20 million Americans to take action.

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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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Slack delivers native and secure generative AI powered by Amazon SageMaker JumpStart

AWS Machine Learning

This post is co-authored by Jackie Rocca, VP of Product, AI at Slack Slack is where work happens. It’s the AI-powered platform for work that connects people, conversations, apps, and systems together in one place. With the newly launched Slack AI —a trusted, native, generative artificial intelligence (AI) experience available directly in Slack—users can surface and prioritize information so they can find their focus and do their most productive work.

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Improving Customer Satisfaction with Professional Call Handling

A Better Answer

Professional call handling is a nuanced strategy that transforms every customer interaction into an opportunity to strengthen brand loyalty and enhance satisfaction. It operates on the premise that each call is not just a query or concern but a pivotal touchpoint with your brand. By prioritizing elements like empathetic communication, prompt issue resolution, and personalized service, businesses can significantly elevate the quality of their customer interactions.

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Don’t jump the Gen AI gun to realise returns on AI investments

Connect

By Martin Cross, CTO at Connect. Applying artificial intelligence (AI) in the contact centre has emerged as a prolific trend as the hype around Generative or Gen AI – the next iterative advancement in the technology – gathers pace. Gen AI is a trending topic because businesses and consumers are captivated by the potential applications the technology holds in how the world works and engages, with the AI arms race between OpenAI, Microsoft, Google, and Meta escalating with the public release of pl

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How to Enhance CX Metrics Strategically

Outsource Consultants

In a recent article for CXM Today, we gave our complete guide to call center tools and metrics to drive CX growth. We encourage you to check it out. But, for those ready to dive in now, we draw similar conclusions in our advice for how using CX metrics more strategically can best guide your labor and technology choices. The issue? KPI tunnel vision is holding your CX initiatives back.

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Cisco Hypershield: Security reimagined — hyper-distributed security for the AI-scale data center

Cisco - Contact Center

Today we introduced the most consequential security product in Cisco’s history: Cisco Hypershield.

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Manual Call Reviews? There's a Better Way!

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Will My Business Need An After Hours Answering Service?

Ambs Call Center

If you’ve found having to stay up late to answer work calls tiring, you're not alone. You've also likely heard of the solution: an after hours answering service.

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How to Set Net Promoter Score® Targets For Your Staff and Company

Genroe

In this post I provide a practical approach to setting Net Promoter targets for your organisation and staff. The post How to Set Net Promoter Score® Targets For Your Staff and Company appeared first on Genroe | Customer Experience | Net Promoter Score.

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How to break free from the SaaS cost trap with Software Asset Management

Unymira

In the last ten years, we've seen an explosion of SaaS applications and features hit the market. The current excitement about AI has only fueled this SaaS boom, as organizations rush to adopt the latest offerings from emerging vendors. The blog provides tips how you can avoid sprawl and streamline your SaaS costs effciently.

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What is CPaaS?

CSM Magazine

CPaaS stands for Communications Platform as a Service. It’s a cloud-based delivery model that allows businesses to add real-time communication features such as voice, video, and messaging to their own applications without needing to build back-end infrastructure and interfaces. The CPaaS market has been experiencing significant growth. The market size is valued at USD 8.73 billion and is projected to grow to USD 45.3 billion by 2029, according to Fortune Business Insights and Markets and Markets

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What Does it REALLY Mean to Put CX First?

The 5 Essentials of a CX-First Platform 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?

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Digital customer engagement: how to balance one-to-one and digital interaction

ChurnZero

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Make sure you’re still delivering high-touch, one-to-one engagement. Wait, say that again?

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How Data-Driven Customer Support Can Increase Nonprofit Donations

CSM Magazine

Envision the current terrain of nonprofit activities, where data underpins every facet of donor engagement. Proactive, informed customer support shifts from a luxury to a crucial element in bolstering donation levels. Enter CRM software – quietly revolutionizing how nonprofits nurture donor goodwill. Integrating such a system reshapes interactions with supporters, turning data points into personalized experiences that can amplify your mission’s impact.

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Innovation and Continuity: Cisco Meraki in the Education Sector

Cisco - Contact Center

This is the story of how the Juan Misael Saracho Autonomous University in Bolivia successfully overcame significant technological infrastructure challenges by adopting Cisco Meraki.

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What Are Large Language Models (LLMs)?

CSM Magazine

The landscape of customer service is dramatically changing with the introduction of artificial intelligence (AI), particularly large language models (LLMs) such as ChatGPT. One of the main benefits of LLMs in customer service is increased efficiency. With traditional customer service methods, human agents can only handle a limited number of interactions at once.

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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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Turning Cisco’s Tuition Reimbursement Green

Cisco - Contact Center

There are seasons in life when change is inevitable, and often, these moments propel personal transformation. For me, one such moment was the passing of my mother in 2021.

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How to Keep High-Maintenance Customers Happy

CSM Magazine

High-maintenance customers often have higher expectations, require more attention, and may take up a significant portion of your customer service resources. However, they also provide unparalleled opportunities to showcase the quality of your customer service and to build loyalty. Here we’ll explore strategies to effectively manage and satisfy high-maintenance customers, ensuring that both their needs and your company’s goals are met.

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Why Is It Getting Harder to Be a Good Customer Service Leader?

Brad Cleveland Blog

Many customer service leaders today are scratching their heads and wondering why it feels like it is harder than ever to be effective as a customer service leader. Why is that? What is making it more difficult to meet the … Continue reading → The post Why Is It Getting Harder to Be a Good Customer Service Leader? appeared first on Brad Cleveland.

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DSSL Rolls-Out BigChange Mobile Field Service Management System

CSM Magazine

DSSL Group, the security systems company, has rolled-out a new field service management system from BigChange. The cloud-based system incorporates vehicle tracking, mobile workforce app, intelligent job scheduling and an online customer booking portal. The system has already helped the Essex-based company offset more than 200 tonnes of CO2 and achieve net zero running for its fleet of vehicles, as well as reducing paper use by around 20,000 sheets a year.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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Cisco at Hannover Messe 2024: Know Before You Go

Cisco - Contact Center

Cisco will be back at HANNOVER MESSE 2024 , where we will showcase our industry-leading, secure solutions that enable manufacturers to focus on creating a sustainable supply chain.

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How to Develop a Fintech App in 2024: The Complete Guide

Helpware

Few industries compare to the world of financial technology (fintech) when it comes to the pace and speed of innovation. From mobile banking and peer-to-peer lending to AI-powered robo-advisors, fintech apps have revolutionized in just over a decade the way we manage our finances. Gone are the days when you had to spend hours waiting in line at banks.

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Generate customized, compliant application IaC scripts for AWS Landing Zone using Amazon Bedrock

AWS Machine Learning

Migrating to the cloud is an essential step for modern organizations aiming to capitalize on the flexibility and scale of cloud resources. Tools like Terraform and AWS CloudFormation are pivotal for such transitions, offering infrastructure as code (IaC) capabilities that define and manage complex cloud environments with precision. However, despite its benefits, IaC’s learning curve, and the complexity of adhering to your organization’s and industry-specific compliance and security standards, co

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