Sat.Nov 18, 2023 - Fri.Nov 24, 2023

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AI Overview: 10 Uses for AI in the Contact Center That Will Dramatically Improve Your Customer Experience (With Examples)

LiveVox

In the realm of contact centers, Artificial Intelligence (AI) is reshaping the game with its intelligent prowess. AI’s transformative capabilities are changing the contact center industry quickly, enabling businesses to elevate customer experiences to new and exciting heights. In this article, we present an AI overview and what’s changing in 2024.

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Balancing Automation and Personalization

ShepHyken

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Customers want a self-directed experience where they have control over how they are served and can resolve their issues in the way they want. The pandemic has accelerated the normalization of digital experiences and digital tools. The lockdown has changed our customers’ perspective on how they want to spend their time.

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Trending Sources

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Net Promoter Score (NPS): Pros & Cons

Interaction Metrics

The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies. But it’s also easy to misunderstand and misuse. Created in 2003 by Fred Reichheld of Bain & Company , the Net Promoter Score (NPS) asks: “How likely are you to recommend us to a friend or colleague?” Customers answer on a 0-10 scale.

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How emotion analytics can benefit your business

Callminer

Emotion analytics is just one tool that businesses can use to better understand their customers’ needs. Read this blog to learn the business benefits of detecting customer emotions, FAQs, and more.

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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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AI and Automation: Reshaping the Shopper Experience

24-7 InTouch

In the ever-changing world of digital commerce, the adoption of artificial intelligence (AI) and automation technologies are revolutionizing the way businesses interact with their customers by reshaping the shopper experience. From improving customer experience (CX) to streamlining processes and enhancing security, automation has become an indispensable tool for e-commerce brands.

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How AI Can Boost Help Desk Productivity (+ 7 Tools to Try)

Help Scout

Learn how AI features can transform a traditional help desk into a proactive, efficient, and highly responsive support system tailored completely toward helping your team (and your customers).

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The Call to Fuel Partner Success

Cisco - Contact Center

This year’s Cisco Partner Summit was filled with announcements, awards, and portfolio updates.

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Resolving Complex Financial Service Issues: A Customer Care Perspective

LiveVox

Financial services is already a complex industry, and delivering exceptional customer care while resolving complex issues isn’t just a goal—it’s an art. As contact center managers, you’re at the forefront of this endeavor, navigating the intricacies of financial service issues while upholding the highest customer support standards.

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Elevate Your Business Communication: The Ultimate Guide to Setting Up a Virtual Phone System

NobelBiz

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Welcome to the definitive guide on setting up a Virtual Phone System (VPS) – your ticket to seamless, efficient, and customer-centric communication. Whether you’re a startup, a growing enterprise, or an established business, understanding and implementing a VPS is a game-changer.

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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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What’s a marketer’s most powerful tool? Surprisingly, it’s regret!

Beyond Philosophy

Every time I turn my television on, I regret it. Is it the programming? Is productivity wasted? Wistful feelings of stardom never pursued? No. I regret buying my Sony TV. The menu system is not very intuitive. It’s slow. The settings seem to change without warning. This bloody thing drives me around the bend. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

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Unleash The Power of Your Employees and Watch Your Business Thrive on Your Path to Rock-Solid Employee Engagement & Development

CCNG

A Rock-Solid Recognition Program is key to fostering an infectious environment of consistent improvement and achievement. The core of any organization's success resides with its employees. They want to be in the know, understand how their contributions affect the bigger picture, and know that their leaders value them. Creating a Rock-Solid Recognition Program is the 1st step in showing employees that they are valued.

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Always Look for Improvement

ShepHyken

If it’s working fine, why mess with it? Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better. This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. United will continue doing this but make changes to some of the groups.

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How real-time agent guidance enhances customer experience

Callminer

Read this blog to learn how real-time guidance allows customer service agents to optimize the time they spend with customers by receiving in-the-moment suggestions to improve an interaction.

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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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How ‘Regret’ is The Most Powerful Tool in a Marketers Armory

Beyond Philosophy

Regret is a powerful emotion. One might not think it has a place in a marketer’s messaging toolbox. However, you might be surprised to learn that in addition to being a powerful emotion, it can also be a powerful tool. The reason we regret things depends on the situation. We can regret a purchase we made. We can regret a purchase we didn’t, too. What we regret and how we respond to it requires understanding how regret happens.

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Momentum Completes Acquisition of Premier Microsoft Teams Provider G12 Communications

Momentum Telecom

Acquisition Propels Momentum’s Growth and Position in Collaboration Market ATLANTA – November 21, 2023 – Momentum , a leading global provider of managed services and next-gen managed network solutions, today announced that it has completed its acquisition of G12 Communications , a Seattle area-based provider of voice-enabled and Operator Connect Microsoft Teams solutions. “This strategic acquisition marks a significant milestone for Momentum.

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NOW is the time for a CX Revolution! Part Four.

Bill Quiseng

Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences. And they’ve done it so often for so long that “CX” has been the traditional term of many business professionals to explain customer experience management.

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5 Dynamic Strategies to Elevate Your Brand Amid Economic Uncertainty

Real Blue Sky

Unlocking Growth: The Power of Adaptation and Innovation Introduction In the current economic climate, where unpredictability is the only constant, businesses are grappling with the reality of tightened budgets and a future that’s hard to forecast. It’s a time when growth strategies of the past may no longer bring the same results, and the quest for sustainability can seem like an uphill battle.

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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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Enhancing Citizen Engagement: AI in Government Communication

Comm100

Despite its ubiquity, AI has been underutilized in government affairs. While many lawmakers have weighed the antitrust implications of AI, not many in the public sector have sought out ways in which the technology can improve governance. This could be blamed on the median age of lawmakers (58 for the House of Representatives, 65 for the Senate) or a culture of technophobia.

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Detecting Obfuscated Command-lines with a Large Language Model

Cisco - Contact Center

In the security industry, there is a constant, undeniable fact that practitioners must contend with: criminals are working overtime to constantly change the threat landscape to their advantage.

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With appreciation and gratitude at Thanksgiving.

Bill Quiseng

Print Happy Thanksgiving to everyone! Today, for those of us in or from the United States, we celebrate Thanksgiving. So I want to take this opportunity to express my appreciation and gratitude for the many who helped me as I recover. Some of you may know that I suffered a stroke in April 2021. When I retired, I was planning to be a customer CARE speaker and then everything went south.

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Amazon EC2 DL2q instance for cost-efficient, high-performance AI inference is now generally available

AWS Machine Learning

This is a guest post by A.K Roy from Qualcomm AI. Amazon Elastic Compute Cloud (Amazon EC2) DL2q instances, powered by Qualcomm AI 100 Standard accelerators, can be used to cost-efficiently deploy deep learning (DL) workloads in the cloud. They can also be used to develop and validate performance and accuracy of DL workloads that will be deployed on Qualcomm devices.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Why Every Contact Center Manager Should Consider Voice-Driven AI

SmartAction

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience. The AI-powered voice assistants of today offer a seamless experience, reaching a virtual assistant, in seconds, that can answer customer intentions with just a few words.

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Cisco Learners: What’s in store for Cyber Monday 2023

Cisco - Contact Center

Each year, Cyber Monday has this amazing ability to sneak up on us. I’m willing to bet that I’m not the only one in the U.S. with that lingering summer-just-ended feeling.

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7 Must-Haves When Choosing Your CX Monitoring Solution

Cyara

Choosing a reliable CX testing and monitoring solution for your communication infrastructure is absolutely essential. In fact, without monitoring and solutions that provide a clear picture, it's hard to imagine a functional system that constantly improves.

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How Amazon Search M5 saved 30% for LLM training cost by using AWS Trainium

AWS Machine Learning

For decades, Amazon has pioneered and innovated machine learning (ML), bringing delightful experiences to its customers. From the earliest days, Amazon has used ML for various use cases such as book recommendations, search, and fraud detection. Similar to the rest of the industry, the advancements of accelerated hardware have allowed Amazon teams to pursue model architectures using neural networks and deep learning (DL).

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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How to Measure Customer Experience: 6 Key CX Metrics

Helpware

Are your customers happy with your products and your customer service levels? Learn more about how to monitor and measure your customer experience programs.

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Powering Observability at Scale with Telemetry

Cisco - Contact Center

Four telemetry pillars for clarity from a torrent of signals In this hyper-connected age of distributed applications, when users face poor digital experiences, they do not care much about what is… Read more on Cisco Blogs

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The Importance of WebRTC Monitoring for Business

Cyara

Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fueled, in part, by the growth in remote work and communications, the use of WebRTC solutions has significantly increased.

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