Sat.Apr 20, 2024 - Fri.Apr 26, 2024

article thumbnail

AI is Ready for Your Contact Center—But Maybe Not How You’d Expect

Vistio

The allure of AI in contact centers is undeniable. From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. With advancements in natural language processing (NLP), machine learning (ML), and automation technologies, the potential for AI-driven customer service solutions seems limitless.

article thumbnail

Find Your Path to Unmatched Security and Unified Experiences

Cisco - Contact Center

Imagine juggling multiple remotes for your entertainment system, each controlling a different device and requiring endless button presses to achieve a simple task.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

How to Improve Agent Productivity – Work Smarter, not Harder

Comm100

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effective

article thumbnail

The Future of Debt Collection Agencies: Contact Center Technology and Customer-Centric Strategies

NobelBiz

The debt collection industry is undergoing a major shift. Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements. Table of Contents What is a Debt Collection Agency and How does it Work?

article thumbnail

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.

article thumbnail

Auto Dialer vs Power Dialer: Understanding the Difference

JustCall

‘Auto dialer’ is a broad term for any dialer software that makes calls one at a time. A power dialer is one of two major types of auto dialers. If the auto dialer doesn’t need the salesperson to tell it to dial the next number, it’s a power dialer. If the dialer needs human input to move to the next number, it’s a preview dialer. But we get the confusion — different brands call their dialer products different names without being clear about what the product actually does, and you’re left clueles

B2B 52

More Trending

article thumbnail

5 Best Predictive Dialer Software in 2024 [In-Depth Review]

JustCall

Thinking of bringing in a predictive dialer for your business? Good call. Not sure what’s the best predictive dialer to invest in? We’ve got you covered! We’ve compiled a list of what we think are some of the top predictive dialers in the market today: in terms of both capabilities and ROI. We’ll also walk you through the most important features you should look for in a predictive dialer from a sales, support, and managerial standpoint.

article thumbnail

Adopting CX Innovation: How to Overcome the Challenge

TechSee

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents.

APIs 109
article thumbnail

Scaling Your Business with Outsourced Answering Solutions

A Better Answer

Outsourced answering solutions represent a strategic approach for businesses aiming to enhance customer service and manage operational costs effectively. By partnering with an external service provider, companies can efficiently handle high call volumes, guarantee 24/7 customer accessibility worldwide, and streamline communication processes. This method is particularly beneficial for entities ranging from small local businesses to expanding enterprises with a global customer base.

article thumbnail

#1 Intelligent Text Processing with Pega

Unymira

Pega offers various text processing options. This can be especially helpful in customer service. For example, to draw conclusions about the content of an email, the text must be analyzed. Pega provides text analytics tools to extract meaningful information from large volumes of data. Text can be analyzed and structured in multiple languages. For a detailed list, see the Pega documentation for the current release.

article thumbnail

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 automation to revolutionize outdated call review processes!

article thumbnail

Customer Experience Is Like Maintenance on Your Car

ShepHyken

I was talking to a friend the other day. He purchased an expensive new car just eight months ago. Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. The car has spent more time at the repair center than in his garage. If it were me, I’d ask the dealer to replace the car. Apparently, he has more patience than I do and was giving the dealer another chance to fix the car.

article thumbnail

How to Use Psychology to Build Customer Loyalty That Creates ROI

Beyond Philosophy

In this episode, Colin and Ryan tackle a listener’s question about the psychology of customer loyalty , delving into its emotional and relational aspects. Loyalty, they explain, goes beyond mere repetition of behavior; it is rooted in deep emotional attachment and often requires sacrifice. Drawing parallels to personal experiences, such as loyalty to sports teams (Lutown Town Football Club, recently reinstated in the Premiership) and brands like Apple (naturally), they highlight the import

article thumbnail

Consumer Duty – How can contact centres help to comply?

Callminer

Consumer Duty requirements were launched by the UK’s FCA in June 2023 and represent legally binding regulation for financial services. But what does this actually mean? Read this blog to learn more.

182
182
article thumbnail

Adopting CX Innovation: How to Overcome the Challenge

TechSee

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents.

APIs 109
article thumbnail

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.

article thumbnail

Top 5 Customer Service & CX Articles for Week of April 22, 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. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization.

article thumbnail

Crafting Compelling Stories: The Key to Unlocking True Customer Engagement

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: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we humans love, it’s stories. We love them in our news, in our dinner conversations, and even in our commercials.

article thumbnail

Improve LLM performance with human and AI feedback on Amazon SageMaker for Amazon Engineering

AWS Machine Learning

The Amazon EU Design and Construction (Amazon D&C) team is the engineering team designing and constructing Amazon warehouses. The team navigates a large volume of documents and locates the right information to make sure the warehouse design meets the highest standards. In the post A generative AI-powered solution on Amazon SageMaker to help Amazon EU Design and Construction , we presented a question answering bot solution using a Retrieval Augmented Generation (RAG) pipeline with a fine-tune

article thumbnail

Customers Praise the Surprising Longevity and Adaptability of Cisco UCS

Cisco - Contact Center

When we introduced our first compute platform in 2009 with Cisco UCS B-Series Blade Servers , there was a fair amount of snickering from industry watchers and established server vendors.

97
article thumbnail

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.

article thumbnail

How to Triumph Over Budget Cuts and Prove Your Marketing ROI

C3Centricity

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Chief Marketing Officers (CMOs) face the dual challenges of managing budget constraints while also demonstrating the return on investment (ROI) of their marketing initiatives.

article thumbnail

MiaRec (Literally) On Our Soapbox About AI

MiaRec

The MiaRec team was exhibiting at Enterprise Connect this spring, where we met onsite with customers, partners, and other industry professionals to discuss how we are revolutionizing Quality Assurance with the power of Generative AI.

article thumbnail

Integrate HyperPod clusters with Active Directory for seamless multi-user login

AWS Machine Learning

Amazon SageMaker HyperPod is purpose-built to accelerate foundation model (FM) training, removing the undifferentiated heavy lifting involved in managing and optimizing a large training compute cluster. With SageMaker HyperPod, you can train FMs for weeks and months without disruption. Typically, HyperPod clusters are used by multiple users: machine learning (ML) researchers, software engineers, data scientists, and cluster administrators.

Scripts 90
article thumbnail

CCNA in the Age of AI

Cisco - Contact Center

Believe it or not, it’s been over four years since Cisco last updated the CCNA certification. In the fast-paced world of networking, that is a long time.

98
article thumbnail

What Does it REALLY Mean to Put CX First?

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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

article thumbnail

The top 11 advantages of using a professional answering service for your business.

AnswerConnect

How can a professional answering service help your business? Read on for the top benefits and a real example of how a business used answering services to grow The post The top 11 advantages of using a professional answering service for your business. appeared first on AnswerConnect Blog.

article thumbnail

People, Process & Technology and the Intersection of AI: Part 3

The Northridge Group

In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. In Part 3 of our series, we hear from Leslie O’Flahaven, professional write, coach, and speaker.

article thumbnail

Effective Call Center Coaching Feedback: Tips and Examples

Tethr

Learn how to improve your call center coaching and give agents valuable feedback with these effective tips and real-life examples.

article thumbnail

Experience Eco-Friendly Data Center Efficiency with Cisco’s Unified Computing System (UCS)

Cisco - Contact Center

In the highly dynamic and ever-evolving world of enterprise computing, data centers serve as the backbones of operations, driving the need for powerful, scalable, and energy-efficient server… Read more on Cisco Blogs

article thumbnail

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!

article thumbnail

Top 9 Questions: ESG & the Contact Center RFP

BlueOcean

The concept of ESG has had its place in the business world for a couple of decades, but it is only recently that it has become mainstream. One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values.

article thumbnail

Top 10 Strategies to Build Effective Client Relationship Management

Helpware

Client relationship management (CRM) revolves around cultivating robust, enduring connections between clients and providers. Although small and medium-sized enterprises (SMEs) often prioritize acquiring new leads, nurturing meaningful partnerships with well-suited clients can prove to be a transformative element in their success journey.

article thumbnail

Crafting Memorable Moments: 5 Strategies for Elevating CX Interactions

Interactions

In today’s busy, crowded world, good experiences drive loyalty. And with an endless variety of choices and never enough time, consumers will quickly move on if a business doesn’t provide frictionless, memorable, respectful, and — above all — human-centered customer service experiences. Yet, it’s easy to negatively impact CX with technology solutions that promise good service for lower costs, but end up falling short.

Scripts 62