Wed.Dec 06, 2023

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Win the Customer, Not the Argument

ShepHyken

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.

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QUI QUOTES Reminders about Leadership and Employee Engagement.

Bill Quiseng

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.

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The Power of Purpose

Cisco - Contact Center

Today we released our annual Purpose Report , which reflects and celebrates the past year’s work towards Powering an Inclusive Future for All—the progress we’ve made against our goals, and the people a… Read more on Cisco Blogs

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CIOs: Align IT and Contact Center Strategy to Deliver Business Value

LiveVox

In the ever-evolving customer engagement landscape, contact center technology delivers the most value when it aligns seamlessly with a well-informed business vision. As CIOs and IT leaders define their strategies, they must invest in technology that provides tangible and measurable business benefits. According to the latest State of the CIO study by Foundry, CEOs have […] The post CIOs: Align IT and Contact Center Strategy to Deliver Business Value appeared first on LiveVox.

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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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Cisco Training Bootcamps: Get the Scoop from Subject Matter Experts

Cisco - Contact Center

Cisco Training Bootcamps have been on the scene for a couple years now. One of the things that makes them so popular is their intensity and real-world application.

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The Rise of Digital Customer Experience

Cisco - Contact Center

Digital customer experience (DCX) is a hot topic these days. As a digital team leader at Cisco, I was recently asked to speak about it at an industry conference.

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Dynamic Scripting: Crafting Personalized Conversations with Call Center Software

Hodusoft

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success. Dynamic scripting, an ultramodern approach to call center scripting, stands out as vital, enabling the creation of customized interactions.

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Marketing Trends Heading into 2024

Cisco - Contact Center

This is the season when marketers, just like everyone else, try to predict what lies ahead in the new year.

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How Generative AI Stands to Supercharge Customer Service and Support in 2024

CSM Magazine

Ryan Welsh, Founder and CEO of Kyndi , recently compiled a list of trends that he believes will help customer service professionals practically deploy GenAI and make it effective for users. Almost every organization is evaluating generative AI (GenAI) solutions and trying to figure out how to leverage the technology to drive business value today, rather than waiting for the future.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Webex Connect and a New Digital Experience

Cisco - Contact Center

Consumers are relying on digital channels for their retail needs now more than ever.

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Response Etiquette for Public Customer Comments — Jeremy Watkin

Vistio

Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do.

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Acquire BPO Expands Reach with Grand Opening of U.S. Headquarters in Irving, Texas

Acquire BPO

Irving, TX – Acquire BPO , a global leader in customer experience and business process outsourcing, today announced the opening of its U.S. headquarters in Irving, Texas, a key milestone in the company’s expansion strategy and commitment to creating a thriving global community. Positioned within the Dallas-Fort Worth metroplex, this new location expects to hire more than 130 employees in the near term with ability to expand its current location and signifies Acquire’s dedication to l

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Navigating Retail Disruption: Maximize Customer Centricity and Business Performance with Observability

Cisco - Contact Center

Cisco Full-Stack Observability solutions help optimize and secure the applications that underpin online and in-store experiences fro m the customer to the warehouse to economies of scale As retail … Read more on Cisco Blogs

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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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Why Investing in Customer Success Training Is a Smart Decision

CSM Magazine

For companies looking to stand out from competitive and crowded markets, it’s no longer enough to provide great products or services only. Today, a company’s success is also closely tied to its ability to provide exceptional customer service, which helps retain loyal customers and generate repeat business. However, delivering excellent customer service requires more than just hiring people and having the necessary tools.

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AI and the Gravity of Mediocrity

Help Scout

Generative AI can easily handle basic questions like “What does Customers Helped mean in my email report?”— but even then it often feels like something is … missing. Here's how to benefit from AI tools without lowering your quality bar.

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Pickleball: The Unexpected Cure For Workplace Disengagement

CCNG

I’m sure you’ve already heard…but there is a wonderful game called pickleball that is taking over the United States. “There is no blueprint for this type of growth,” says The Washington Post. It feels like every available slab of concrete is getting pickleball lines put down… from home driveways to tennis courts to highway underpasses. There are now over 35,000 courts across the country.

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Boosting RAG-based intelligent document assistants using entity extraction, SQL querying, and agents with Amazon Bedrock

AWS Machine Learning

Conversational AI has come a long way in recent years thanks to the rapid developments in generative AI, especially the performance improvements of large language models (LLMs) introduced by training techniques such as instruction fine-tuning and reinforcement learning from human feedback. When prompted correctly, these models can carry coherent conversations without any task-specific training data.

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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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Transform Your Business: Mastering Product-Led Customer Success

SmartKarrot

In a recent Kaffeine & Karrots conversation, I had the pleasure of discussing the intricacies of Product-Led Customer Success (CS) with Jolyn Isabelo, Head of Onboarding & Scaled Success APAC at MongoDB. As organizations increasingly recognize the pivotal role of customer outcomes, mastering Product-Led CS has become a fundamental strategy for leveraging usage insights, triggers, and product-centric onboarding to drive success.

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How Q4 Inc. used Amazon Bedrock, RAG, and SQLDatabaseChain to address numerical and structured dataset challenges building their Q&A chatbot

AWS Machine Learning

This post is co-written with Stanislav Yeshchenko from Q4 Inc. Enterprises turn to Retrieval Augmented Generation (RAG) as a mainstream approach to building Q&A chatbots. We continue to see emerging challenges stemming from the nature of the assortment of datasets available. These datasets are often a mix of numerical and text data, at times structured, unstructured, or semi-structured.

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Unlocking success in 2024 with a robust Customer Experience Programme

customer sure

In today’s complex and competitive business landscape, success is not just determined by the quality of products or services offered. Customer experience has increasingly become a key differentiator that can make or break a business. Don’t get us wrong, the notion of “customer experience” has always been an important factor for as long as goods and services have been traded in exchange for money, but as we head into 2024, we’re seeing more and more organisations investing in sophisticated, focus

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Mitigate hallucinations through Retrieval Augmented Generation using Pinecone vector database & Llama-2 from Amazon SageMaker JumpStart

AWS Machine Learning

Despite the seemingly unstoppable adoption of LLMs across industries, they are one component of a broader technology ecosystem that is powering the new AI wave. Many conversational AI use cases require LLMs like Llama 2, Flan T5, and Bloom to respond to user queries. These models rely on parametric knowledge to answer questions. The model learns this knowledge during training and encodes it into the model parameters.

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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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Commbox Launches Era AI to Enable Customer Service to Be Intelligently Automated and CX Costs to Be Cut by 40%

CSM Magazine

CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Designed for medium to large businesses across a range of industries including healthcare, banking, retail, telecommunications and insurance, Era AI is based on a winning combination of both proprietary technology developed by CommBox and commercial large language models.

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Techniques for automatic summarization of documents using language models

AWS Machine Learning

Summarization is the technique of condensing sizable information into a compact and meaningful form, and stands as a cornerstone of efficient communication in our information-rich age. In a world full of data, summarizing long texts into brief summaries saves time and helps make informed decisions. Summarization condenses content, saving time and improving clarity by presenting information concisely and coherently.