Sat.Jun 22, 2024 - Fri.Jun 28, 2024

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10 Golden Rules of Customer Service in 2024

Helpware

An honest “thank you” coming from a client has never been harder to get. Rules of customer service are being redefined by the minute. Requests, queries, and expectations mutate so rapidly that some companies, especially small and medium-sized enterprises (SMEs), struggle to reach financial and branding goals while solving the needs of their customer base.

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From Data to Decisions: How Contact Center Analytics Drive Strategic Planning

TCN

Making decisions for your contact center without data is like trying to play chess blindfolded – you are making decisions in the dark with a limited understanding of your customer needs and agent performance. However, although the power of contact center data is undeniable, transforming massive amounts of it into actionable insights can be daunting. […] The post From Data to Decisions: How Contact Center Analytics Drive Strategic Planning appeared first on TCN.

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Turning Customer Disappointments Into Delight: Tips for Business Leaders

CCNG

Imagine arriving at a picturesque resort by a serene lake, eager to explore nature in a canoe. Unfortunately, the resort doesn’t have enough life jackets, even though canoes are available. The difference between a disgruntled customer and a loyal advocate often boils down to how effectively a company anticipates and resolves these types of issues. To consistently win in business today, we have to be proactive.

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Security Is Essential (Especially in the Cloud)

Cisco - Contact Center

As threats become more sophisticated and regulatory demands become stricter, the new Cisco Secure Cloud Access (SCAZT) Specialist Certification dives into the heart of cloud security, underscoring the importance of a security-first approach.

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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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The AI Revolution and Critical Infrastructure

Cisco - Contact Center

AI is changing the way we engage data in industrial operations, and choosing the right model for your desired result is critically important.

More Trending

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Omnichannel Strategies for BFSI: Enhancing Customer Experience with Contact Center Software

Hodusoft

Omnichannel Strategies for BFSI: Enhancing Customer Experience with Contact Center Software Do you know the top priority of today’s customers? It is none other than a seamless and personalized experience. Especially when it comes to the BFSI (Banking, Financial Services, and Insurance) sector, offering seamless, personalized services is key to securing lasting customer relationships.

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The New Face of Customer Care Outsourcing: From Cost-Cutting to Innovation Powerhouse

Zappix

In the evolving landscape of customer care, outsourcing has long been a go-to strategy for businesses looking to streamline operations and reduce costs. However, as we dive into 2024, the role of outsourcing in customer care is undergoing a dramatic transformation. No longer just a means to cut expenses, outsourcing is emerging as a powerful source of innovation and skilled capacity.

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Customer Service vs. Customer Experience

SQM Group

The terms ‘Customer Service’ and ‘Customer Experience’ are often used interchangeably in customer support. Customer service and customer experience are closely related but different.

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Humach Launches mAI Pilot a Real-Time Conversational Intelligence Platform to Improve Call Center CX

CSM Magazine

Customer Experience Automation Leader Humach today announced the launch of mAI Pilot, an artificial intelligence platform designed to improve the customer experience through digital agents and digital assist technology for live agents. This conversational intelligence platform is based on natural language understanding of rapidly deployed large language models (LLMs) customized for each enterprise.

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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 We Weigh Risk In Buying Decisions, The Answer Is Counter-Intuitive. Master Class Part 6: Unlocking the Psychology of Customer Experience

Beyond Philosophy

This episode is the sixth in an eight-part series on Unlocking the Psychology of Customer Experience. Here, we explore the psychology we have regarding how human beings deal with predicting unpredictable outcomes. The discussion focuses on biases that influence how people perceive and assess probability and risk, impacting their judgment and decision-making processes.

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Workforce engagement management: Strategies, tools & best practices

Callminer

Read this blog to learn about workforce engagement management, which is a set of tools that help organizations improve employee satisfaction, productivity, scheduling, and more while reducing churn.

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Top 5 Customer Service & CX Articles for Week of June 24, 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. Customer Experience Gets Worse. Again. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

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The Rule of Three QUI TAKEAWAYS to Deliver the World’s Best Customer Experience

Bill Quiseng

The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. And they seek the best value in their experience for the price you are asking them to pay. So, a person living in Detroit, MI who has a five-figure salary feels the best value isn’t a luxury plane to the Alps, but rather a four-hour drive UpNorth to Boyne Mountain.

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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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Economic Decision Making Revealed; It’s Not As Logical As You Think It Is A Master Class: Unlocking The Psychology of Customer Experience

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: When it comes to experiences and the influences psychology has on them, there is never one thing happening at any one time. There are typically several things happening. I mention this because, on the podcast, we have been doing a masterclass about Unlocking the Psychology of Customer Experience.

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Build safe and responsible generative AI applications with guardrails

AWS Machine Learning

Large language models (LLMs) enable remarkably human-like conversations, allowing builders to create novel applications. LLMs find use in chatbots for customer service , virtual assistants , content generation , and much more. However, the implementation of LLMs without proper caution can lead to the dissemination of misinformation , manipulation of individuals, and the generation of undesirable outputs such as harmful slurs or biased content.

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Product News – June 2024

Lumoa

Lumoa Product News for June 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! Insights Summaries now show highlights We wanted you to feel like you could verify the parts of the summary that matter. if we claim that “fingerprint login” is something people are talking about, how much are they talking about it?

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How AI Optimizes the Omnichannel CX Journey

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 How AI Optimizes the Omnichannel CX Journey appeared first on Upstream Works.

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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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Cisco Unveils Workflows in Cisco Networking Cloud for Secure Network Automation

Cisco - Contact Center

Announcing Cisco Workflows, which effortlessly scales across millions of endpoints worldwide while ensuring unmatched security and seamless integration with hybrid cloud environments. Leveraging our cloud connect technology, our platform automates operations across public cloud and on-premises assets, offering unparalleled flexibility and efficiency.

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AI21 Labs Jamba-Instruct model is now available in Amazon Bedrock

AWS Machine Learning

We are excited to announce the availability of the Jamba-Instruct large language model (LLM) in Amazon Bedrock. Jamba-Instruct is built by AI21 Labs, and most notably supports a 256,000-token context window, making it especially useful for processing large documents and complex Retrieval Augmented Generation (RAG) applications. What is Jamba-Instruct Jamba-Instruct is an instruction-tuned version of the Jamba base model, previously open sourced by AI21 Labs, which combines a production grade-mod

APIs 101
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Weighing the Benefits and Challenges of Voice Biometrics for Contact Centers: Part Two

The Northridge Group

Pros, Cons, and Considerations for Your Call Center In continuation from Part One, exploring the potential of voice biometrics in enhancing customer experiences, saving time, and mitigating fraud risks remains essential for contact centers. Real Savings: Recent studies highlight the significant time savings associated with voice biometrics. Manual authentication by agents in sectors like insurance or finance averages about 40 seconds per caller.

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HSL: An Intuitive Way to Represent Color in CSS

Help Scout

When writing CSS, the most common formats we use for expressing a color are either a hex code or an RGB value. But are they the best way? Learn to see color as an artist with HSL.

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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

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An Artificially Intelligent Peer Reviewer Arrives

Cisco - Contact Center

How should network engineers be thinking about and using AI right now, and what to could they expect for the future? Here, we focus on one surprising use case that I found to be a bit exciting: Using AI to peer review your work. Buckle up, and let's check it out.

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Implement exact match with Amazon Lex QnAIntent

AWS Machine Learning

This post is a continuation of Creating Natural Conversations with Amazon Lex QnAIntent and Amazon Bedrock Knowledge Base. In summary, we explored new capabilities available through Amazon Lex QnAIntent, powered by Amazon Bedrock , that enable you to harness natural language understanding and your own knowledge repositories to provide real-time, conversational experiences.

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Shaping the AI Future: Key Trends and Insights from the AI & Big Data Expo’24

Helpware

The AI and Big Data Expo Conference, held annually in Santa Clara, California, has become a landmark event in the industry, drawing professionals from diverse sectors to explore the latest advancements in artificial intelligence and big data. This year's conference, which took place on June 05-06, 2024, was the second one I attended, and I was eager to witness the evolution and progress that had occurred since the 2023 edition.

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Texting: LLC vs Sole Proprietor

VirtualPBX

When deciding how to launch your small business, the conversation of LLC vs sole proprietor likely comes up in many arenas. From startup costs and taxes, to liability and access to capital, there are pros and cons to both avenues. Taxes as well as startup costs also vary by location. Business texting for LLCs vs sole proprietors is also a little different.

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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 Your Network Security Growth: New Partner Offers

Cisco - Contact Center

Cisco, a leader in networking and cybersecurity solutions, introduced a range of new security incentives and promotions to maximize your profitability when selling Cisco Firewalls. Let's dive into our latest offerings.

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Automate derivative confirms processing using AWS AI services for the capital markets industry

AWS Machine Learning

Capital markets operation teams face numerous challenges throughout the post-trade lifecycle, including delays in trade settlements, booking errors, and inaccurate regulatory reporting. For derivative trades, it’s even more challenging. The timely settlement of derivative trades is an onerous task. This is because trades involve different counterparties and there is a high degree of variation among documents containing commercial terms (such as trade date, value date, and counterparties).

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MiaRec Platform Now Available in 98 Languages

MiaRec

Imagine, a world where language is no longer a barrier in customer service. Many contact centers already offer multiple language options to their customers. With MiaRec's AI-powered Conversation Intelligence and Auto QA solutions, contact centers are now able to analyze 100% of those calls in 98 languages. This groundbreaking development marks a monumental leap forward for global businesses striving to deliver exceptional customer experiences across diverse linguistic landscapes.