Sat.Oct 19, 2024 - Fri.Oct 25, 2024

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The Role of AI in Reducing Agent Handle Time: Revolutionizing Cloud-Based Contact Center Efficiency

Avoxi

The Role of AI in Reducing Agent Handle Time: Revolutionizing Cloud-Based Contact Center Efficiency Contact centers are constantly under pressure to improve efficiency while maintaining high levels of customer satisfaction. One key metric that significantly impacts operational costs and customer experience is agent handle time. As organizations strive to optimize this crucial performance indicator, artificial… The post The Role of AI in Reducing Agent Handle Time: Revolutionizing Cloud-Bas

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Agents or AI? Why the future of contact centers needs both to thrive

Balto

Big things are happening in AI right now. The drumbeat of agent automation keeps getting louder, and the pressure to automate is only picking up steam. But here’s the truth: automation can’t replace the magic human agents bring to the toughest, most emotionally charged conversations—the ones that drive the highest ROI. The future isn’t about replacing people.

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The State of the Retail Contact Center: Where It’s At — and Where it Can Go

Interactions

The recent whirlwind of new opportunities and use cases fueled by more readily accessible AI can feel like a maelstrom. How do you ensure you’re directing your IT investments into the right initiatives, avoiding low-value or infeasible projects that don’t move the needle on your retail company’s strategic goals? NVIDIA’s State of AI in Retail and CPG: 2024 Trends report analyzed 30 different AI use cases applicable to retail, while Gartner’s Generative AI Use-Case Comparison for Retail paper fr

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Multilingual Contact Centers: 5 Ways to Overcome Language Barriers

Enghouse Interactive

Discover the top 5 best practices for overcoming language barriers in multilingual contact centers. Learn how Enghouse Interactive's solutions enhance customer satisfaction, streamline operations, and improve communication across languages.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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Call Center Scripting Software: AI for Dynamic Customer Service

Balto

“To Script or Not to Script” For decades, call center scripting software has been at the heart of customer service operations, helping call center agents navigate complex conversations, ensure compliance, and provide a consistent customer experience. Scripts were a necessary tool for agent training, offering clear, pre-written responses to common customer queries.

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10 ways to transform your enterprise with conversation intelligence

Callminer

Conversation intelligence unlocks the hidden value within contact centers, transforming them from cost centers to essential drivers of business growth. Read this blog to learn more.

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Unlocking Service Tech Adoption: A People, Process, and Technology Approach

TechSee

In the ever-evolving landscape of customer experience (CX), businesses are constantly searching for innovative ways to enhance service operations. A key challenge lies in successfully integrating new technologies and ensuring tech adoption by service technicians. TechSee’s approach to optimizing service tech adoption is to focus on the people, processes, and technology involved.

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Super charge your LLMs with RAG at scale using AWS Glue for Apache Spark

AWS Machine Learning

Large language models (LLMs) are very large deep-learning models that are pre-trained on vast amounts of data. LLMs are incredibly flexible. One model can perform completely different tasks such as answering questions, summarizing documents, translating languages, and completing sentences. LLMs have the potential to revolutionize content creation and the way people use search engines and virtual assistants.

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The Secret to eBay’s Phenomenal Customer Experience with Derek Allgood

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a phenomenal customer service experience? How can businesses balance automated customer service solutions with human interactions? What strategies can support remote customer service employees in delivering consistent experiences?

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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From Uptime to Outcome: New Paths for Managed Services Success

Cisco - Contact Center

Cisco technology and partner managed services drive outcome-oriented solutions. Leverage networking, security, collaboration, and AI-ready platforms to enhance customer value and operational efficiency. Discover more at #CiscoPS24.

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The Best Customer Feedback Survey Incentives

Genroe

Sitting with management at the final review for your customer survey questionnaire someone is going to ask about the incentive for survey completions. It’s a good question but what is the right answer? It depends on a lot of factors. In this post we’ll examine the research and add it to our experience over 20 […] The post The Best Customer Feedback Survey Incentives appeared first on Genroe | Customer Experience | Net Promoter Score.

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Spotting Stars: Evaluating and Recruiting Top Creative Talent

Joe Rawlinson

In the competitive landscape of today’s business environment, having the right creative talent is essential for driving innovation and achieving success. From graphic designers who craft stunning visuals to content writers who create compelling narratives, the demand for skilled creative professionals spans various categories. As businesses navigate the complexities of modern markets, the need for flexibility and diversity in creative talent becomes increasingly important.

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Top 5 Customer Service & CX Articles for Week of October 21, 2024

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle?

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Living Our Purpose Through Pro Bono

Cisco - Contact Center

It’s remarkable what can be achieved when a motivated global team is aligned with a clear mission. At Cisco, our purpose is to power a more inclusive future for all. And within Cisco Legal, we live this purpose through pro bono.

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3 Things to Avoid When Using a Virtual Receptionist

Ambs Call Center

Most virtual receptionist services will answer your phone twenty-four hours-a-day, seven days-a-week. They often call this 24/7. Beware, not all 24/7 coverage is the same.

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Your Guide to Successful Contract Renegotiations | BPO Health Check

Outsource Consultants

What is the ‘BPO Health Check’ Series? In today’s CX world, businesses rely on BPO partners to deliver great customer experiences. But with AI evolving and customer expectations changing, it’s not always smooth sailing—especially as year-end contract negotiations approach. Our BPO Health Check Series dives into the key challenges businesses face with their BPOs.

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Deploy a serverless web application to edit images using Amazon Bedrock

AWS Machine Learning

Generative AI adoption among various industries is revolutionizing different types of applications, including image editing. Image editing is used in various sectors, such as graphic designing, marketing, and social media. Users rely on specialized tools for editing images. Building a custom solution for this task can be complex. However, by using various AWS services, you can quickly deploy a serverless solution to edit images.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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How AI Will Help Empower SMB Cybersecurity

Cisco - Contact Center

Since large language models like ChatGPT have become mainstream, Artificial Intelligence (AI) and its role in our day-to-day are on everyone’s mind. Much of the attention around AI has been about its potential negative impacts on security.

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Top 11 Features to Look for in a Contact Center Solution for Utility Companies

Enghouse Interactive

Discover why Enghouse Interactive’s Cloud Contact Center Solution for Utilities is the ultimate choice for utility companies. Learn about its comprehensive features, including omnichannel support, intelligent routing, proactive communication, and seamless third-party integrations designed to enhance customer service and operational efficiency.

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How Customer Service Software is Helping Brands Connect with Customers

SharpenCX

Get insight into how brands connect with their customers and explore the 5 capabilities call center software is improving to strengthen these connections.

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15 Best Live Chat Outsourcing Companies in India 2024

OctopusTech

1. OctopusTech One of the fastest-growing live chat outsourcing BPO companies in India is Octopus Tech. With years of experience at the highest level of the industry, they can help your customers with a variety of questions in real-time, make product decisions, and troubleshoot technical problems. In addition to chat assistance, the chat service provider specializes in nonvoice services like email support, telemarketing, lead creation, and inbound and outbound call center services.

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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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SOC Findings Report From RSA Conference 2024

Cisco - Contact Center

Discover key insights from the SOC Findings Report at RSA Conference 2024, co-released by Cisco and NetWitness for Cybersecurity Awareness Month.

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Boost post-call analytics with Amazon Q in QuickSight

AWS Machine Learning

In today’s customer-centric business world, providing exceptional customer service is crucial for success. Contact centers play a vital role in shaping customer experiences, and analyzing post-call interactions can provide valuable insights to improve agent performance, identify areas for improvement, and enhance overall customer satisfaction. Amazon Web Services (AWS) has AI and generative AI solutions that you can integrate into your existing contact centers to improve post-call analysis.

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10 Brands Nailing Personalized CX (and How They’re Doing It)

SharpenCX

Learn how well-known brands are nailing personalized CX and how you, too, can streamline your CX strategy with the Sharpen platform.

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iX Hello: AI Business Solutions

Concentrix

Discover the future of AI business solutions as Ryan Peterson, EVP & Chief Product Officer, discusses the iX Hello GenAI assistant product launch.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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How Cisco is Using Apple Vision Pro to Create the Next Evolution of Spatial Collaboration

Cisco - Contact Center

Cisco has always had an obsession of putting the user experience at the center of everything we do. Today marks another step in this evolution with Cisco Spatial Meetings for Apple Vision Pro. It takes a concept we call “Distance Zero” to the next level using spatial computing.

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Mastering the Sales to CSM Handoff

Kapta Customer Success

The Importance of a Seamless Sales to CS Handoff The handoff from the sales team to the customer success team is a critical juncture in the customer journey. It represents the transition from the initial courtship and deal closing to the long-term partnership and value realization. A seamless handoff sets the tone for the entire customer experience and can make or break the relationship.

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Customer Service That’s Always a Treat: A Halloween Lesson from Amazon and Target

Working Solutions

Customer service is the backbone of any thriving retail business, especially during high-pressure seasons like Halloween. Delivering an exceptional customer experience can be the difference between loyal customers and missed opportunities.