Sat.Apr 06, 2024 - Fri.Apr 12, 2024

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3 Ways AI Improves Agent Experience

Upstream Works

Our latest blog post outlines three practical applications of AI that will improve the agent experience and, in turn, improve CX. The post 3 Ways AI Improves Agent Experience appeared first on Upstream Works.

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This Customer Could Ruin Your Business


What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. At least, it appears that way. Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.

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Crafting AI Prompts: 5 Expert Tips for Contact Centers


Ever since COVID, contact centers have increasingly invested in Artificial Intelligence (AI). In fact, according to a recent MarketsandMarkets report, the global contact center AI market is expected to grow at a CAGR of 21.3% from $1.6 billion (May 2022) to $4 billion by 2027. AI technologies like chatbots, virtual assistants, speech recognition, Interactive Voice Response (IVR), Natural Language Processing (NLP), predictive analytics, and sentiment analysis are quickly becoming integral to cont

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How Does Call Forwarding Work?

Ambs Call Center

Setting up call forwarding for the first time may appear intimidating, but fear not! Once you understand how it works, you'll find it surprisingly simple. So. how exactly does it work?

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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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How to improve customer satisfaction in 2024 & beyond


Today's companies face a variety of challenges in maintaining customer satisfaction. This blog why it's important, how to improve customer satisfaction in the current landscape, and more.


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Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide


Ensuring HIPAA Compliance in Contact Center Software: A Comprehensive Guide In today’s digitally-driven world, customer support is increasingly dependent on digital technologies. According to a report , about 59% of customers expect companies to deliver advanced digital experiences to keep their business. To keep up with customer’s expectations, contact center software plays an important role in helping businesses communicate with their clients efficiently.

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What is Call Center Compliance?


Call centers play a crucial role in customer service and sales operations. However, in the middle the hustle and bustle of daily operations, it’s essential for call centers to prioritize compliance with various laws and regulations. Failure to do so can lead to severe consequences, including serious fines, legal actions, and reputational damage.

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Plotting the journey to generative AI adoption in the contact centre


The application of artificial intelligence (AI) in the contact centre is a rapidly rising trend. However, AI is by no means new in the customer engagement sector as contact centre solution providers like Connect started introducing AI into technology stacks as far back as 2018. All the hype around AI today stems from the rapid developments and widespread adoption of the next iterative advancement in AI technology, namely generative or GenAI.

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What is a Contact Center?


Last week we announced the newest product to our lineup The VirtualPBX Contact Center. But what is a contact center? A contact center is a vital component of any organization’s operations. It serves as a central point where customers can reach out for assistance and support through various channels. The most notable channel being phone calls. Within these centers, dedicated customer service representatives work diligently to address customer inquiries.

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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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Privacy vs. Personalization: Striking the Right Balance to Drive Success

Beyond Philosophy

Personalization is an excellent tactic for your marketing efforts. However, only some people like this personalization; some feel they’re being watched. Therefore, it is important to remember that context and who’s doing the personalizing matter. Picture this: Colin’s at his go-to fishing store, Discount Tackle. The manager knows him, we chat, and he recommends a lure.

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Are Automation and AI the Same Thing in the Contact Center?


If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. These terms are thrown around and used interchangeably. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.

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Supercharge Your Service Experience with Visuals for Maximum Impact


In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Without visual assistance, customers struggle to describe technical problems or product statuses, and agents are left to navigate these challenges “blind” without seeing the actual issue.

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Knowledge Bases for Amazon Bedrock now supports custom prompts for the RetrieveAndGenerate API and configuration of the maximum number of retrieved results

AWS Machine Learning

With Knowledge Bases for Amazon Bedrock , you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for Retrieval Augmented Generation (RAG). Access to additional data helps the model generate more relevant, context-specific, and accurate responses without retraining the FMs. In this post, we discuss two new features of Knowledge Bases for Amazon Bedrock specific to the RetrieveAndGenerate API: configuring the maximum number of results and creating custom prompts wi

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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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How to Tap into Your Customers’ Hidden Motivations To Gain True Success

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: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act.

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Insider hot takes: CS & Sales synergize to unleash predictable growth


Is 2024 the year of customer success or sales? Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

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People, Process & Technology and the Intersection of AI: Part 1

The Northridge Group

Aside from elections, the British royal’s health, Beyonce going country, and the solar eclipse, everyone is talking about Artificial Intelligence these days. The question and answer of what AI is and what it can do largely depends upon where you work, how you live, how you want to communicate – and your control in all of it. For a business consulting firm like The Northridge Group, we see AI as an opportunity for our clients to improve processes, elevate employee careers, and increase

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Customer Service Foundations Training Plan

Toister Performance Solutions

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. Make sure everyone has access to LinkedIn Learning before you begin. Customer Service Foundations focuses on the three essential skills : Rapport Understanding (includes listening) Solving (includes serving upset customers) The course is ideal for people new to customer service.

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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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Knowledge Bases for Amazon Bedrock now supports metadata filtering to improve retrieval accuracy

AWS Machine Learning

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. For RAG-based applications, the accuracy of the generated responses from FMs depend on the context provided to the model.

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Cisco and Nutanix: A 360-Degree Partnership Where 1 + 1 = 3

Cisco - Contact Center

Cisco enters strategic partnerships like the one with Nutanix in order to leverage our strengths in data center infrastructure with the complementary strengths of industry leaders.

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Product News – March 2024


content Lumoa Product News for March 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! Lumoa joins Netigate Exciting news! Lumoa is now apart of Netigate. We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the v

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Survey fatigue: What it is, why it happens, and how to avoid it


Once you discover the power of surveying customers and implementing their feedback, it’s easy to want to scale your feedback program to send more surveys, more frequently. But if you see response rates drop and a lack of customer engagement with your surveys, your audience might be experiencing survey fatigue. Surveying at the right frequency, with the right survey design, is what keeps your customers responding and free of survey fatigue.

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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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AWS at NVIDIA GTC 2024: Accelerate innovation with generative AI on AWS

AWS Machine Learning

AWS was delighted to present to and connect with over 18,000 in-person and 267,000 virtual attendees at NVIDIA GTC, a global artificial intelligence (AI) conference that took place March 2024 in San Jose, California, returning to a hybrid, in-person experience for the first time since 2019. AWS has had a long-standing collaboration with NVIDIA for over 13 years.

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Maximize Managed Services: Cisco ThousandEyes Drives MSPs Towards Outstanding Client Experiences 

Cisco - Contact Center

IT related outages and performance issues can inflict significant financial and operational harm on businesses, especially in critical sectors such as finance, healthcare, and e-commerce.

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How to Power up Your B2C Marketing Strategies with Surprising B2B Secrets


As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). However, as companies continue to evolve in an increasingly digital landscape, these disparities, while significant, share the underlying goal of establishing meaningful connections with the people who buy their products and services.

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Predictive Customer Service: AI’s Role in Anticipating Needs


AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. Its main benefit is in allowing organizations to provide predictive support to their clients, catering to their needs 24/7 to address their concerns proactively. In this article, we will discuss how the combination of AI and human intuition can be applied to a range of sectors to help solve problems preemptively.

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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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Build knowledge-powered conversational applications using LlamaIndex and Llama 2-Chat

AWS Machine Learning

Unlocking accurate and insightful answers from vast amounts of text is an exciting capability enabled by large language models (LLMs). When building LLM applications, it is often necessary to connect and query external data sources to provide relevant context to the model. One popular approach is using Retrieval Augmented Generation (RAG) to create Q&A systems that comprehend complex information and provide natural responses to queries.

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Full-stack application and data security with business risk observability

Cisco - Contact Center

Cisco Full-Stack Observability brings application observability together with security intelligence and risk assessment for comprehensive business-focused oversight Businesses in all sectors and… Read more on Cisco Blogs

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What is Inbound Call Handling? Step By Step Breakdown [2024]


What is inbound call handling and is it the right solution for your business? Check out our step-by-step breakdown to discover everything you need to know. The post What is Inbound Call Handling? Step By Step Breakdown [2024] appeared first on AnswerConnect Blog.