Sat.Apr 22, 2023 - Fri.Apr 28, 2023

article thumbnail

3 Reasons Contact Centers Should Adopt AI Today

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 3 Reasons Contact Centers Should Adopt AI Today appeared first on Upstream Works.

article thumbnail

The Top 4 Contact Center Trends To Boost Performance And CX

Playvox

Contact center trends can directly impact success. But in an industry — and world — evolving at lightning speed, it’s harder than ever to keep up and to know which ones matter most. For the greatest impact and a clear competitive edge, contact center leaders must choose wisely when making business decisions about the trends to prioritize and implement in their organizations — because all change, even positive change, costs time and resources.

Insiders

Sign Up for our Newsletter

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

article thumbnail

Improve Service Efficiency by Boosting Adoption

TechSee

Last week we hosted our quarterly Customer Advisory Board. One of the most common concerns raised by multiple enterprise executives was the impact of economic uncertainty on their service organizations. In this post, we will explore the impact of economic inflation, and five best practices for improving performance by driving adoption of the technology innovations leaders have already made in order to boost service efficiency.

article thumbnail

Managing Customer Support Across Multiple Marketplaces

Helpware

Marketplaces are quickly becoming the best way to sell your eCommerce goods online. Amazon, eBay, and Walmart have a combined user base of over three billion monthly visitors. Research shows that 89% of users are more likely to buy something on Amazon than on any other eCommerce site. So if your brand isn't selling on these marketplaces, you're missing out on a massive chunk of potential sales.

article thumbnail

The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

article thumbnail

Outsourcing Call Center vs. In-House Call Center: What to pick?

OctopusTech

In today’s competitive world of business, providing exceptional customer service is important for a company’s success. In the discussion of outsourcing call center vs. in-house call center, a key aspect is to have an effective contact center. A call center is a centralized place used for receiving and transmitting a large volume of phone inquiries from users.

More Trending

article thumbnail

Your Hybrid Work Environment is Causing Stress and Burnout

CCNG

As we continue to navigate the post-COVID waters, one aspect is clear, hybrid work models are not going away. Employers learned, that in many cases, working from home can be very cost effective for business. Benefits to the employer include: - Co-workers can work longer shifts - Less absenteeism - Not having to maintain brick and mortar overhead costs Hybrid conditions offer perks to co-workers as well: - Flexible schedule - No commuting - Cost savings due to elimination or reduction in childcar

CCNG 195
article thumbnail

Three ways customer success can support product management to everyone’s benefit

ChurnZero

The respective directors of the customer success team and the product team were really going at it. The meeting we were in was supposed to be a forum where the two teams could trade notes and collaborate on the product roadmap. Yet, there wasn’t a whole lot of teamwork going on—participants were simply talking past each other. Customer success would attest something like “If we don’t build this feature for this customer, they won’t renew.

article thumbnail

Customer Satisfaction Metrics and Tools to Improve Your Service

CSM Magazine

Customer satisfaction is one of the most important variables for any organization, and measuring it is essential for understanding how your consumers perceive your products, services, and brand. The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction. Businesses must utilize metrics and Key Performance Indicators (KPIs) to measure their performance in order to ensure that customer service meets their needs.

Metrics 52
article thumbnail

Integrate Amazon Lex Chatbot with Facebook

kommunicate

Last Updated on April 27, 2023 In today’s digital age, chatbots have become an integral part of customer service. With the rise of social media platforms like Facebook, integrating chatbots with these platforms has become crucial for businesses to provide efficient customer support. One of the most popular chatbot platforms is Amazon Web Services (AWS) [.

article thumbnail

How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

article thumbnail

Act Like an Owner – Revisited!

ShepHyken

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.

article thumbnail

25 examples of NLP & machine learning in everyday life

Callminer

NLP, ML and AI are everywhere in everyday life, and most people have encountered these technologies in action without even being aware of it. This blog shares 25 examples of NLP and ML.

article thumbnail

Visual Service for Medical Device Support

TechSee

Visual Support for Medical Devices Can be a Game-Changer As a Type-1 Diabetic, I have faced many medical challenges and obstacles in the past 20 years. About a year ago, I had an extremely frustrating experience with my insulin pump. Nobody proving the medical device support could seem to figure out what the issue was. I went weeks without having a consistently functioning device, which caused high blood sugar and daily illness.

article thumbnail

Deliver your first ML use case in 8–12 weeks

AWS Machine Learning

Do you need help to move your organization’s Machine Learning (ML) journey from pilot to production? You’re not alone. Most executives think ML can apply to any business decision, but on average only half of the ML projects make it to production. This post describes how to implement your first ML use case using Amazon SageMaker in just 8–12 weeks by leveraging a methodology called Experience-based Acceleration (EBA).

article thumbnail

Improve Contact Center Outcomes with Key Insights

Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

article thumbnail

Guest Post: Customer Service Standards – Meet the Ones That Matter Most

ShepHyken

This week, we feature an article by Marcelle Santos, a copywriter at TextExpander , a software that helps individuals and teams communicate efficiently and consistently with their customers. She shares why customer standards matter and how your organization can meet them. Want to stand out from the competition? Raise your customer service standards.

article thumbnail

How the FIT model gets your team to love SMART goals

Toister Performance Solutions

Do your customer service goals inspire the team? If not, the FIT model might be the cure. It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. The FIT goal model also makes costly incentives, prizes, and leaderboards completely unnecessary. In fact, the model works by getting rid of all that nonsense.

article thumbnail

Cisco and Microsoft Work Together to Deliver Zero Trust and SASE

Cisco - Contact Center

As businesses shift to running more applications in the cloud, the end-to-end control points that customers once owned have disappeared, making it challenging to securely deliver exceptional… Read more on Cisco Blogs

98
article thumbnail

Run your local machine learning code as Amazon SageMaker Training jobs with minimal code changes

AWS Machine Learning

We recently introduced a new capability in the Amazon SageMaker Python SDK that lets data scientists run their machine learning (ML) code authored in their preferred integrated developer environment (IDE) and notebooks along with the associated runtime dependencies as Amazon SageMaker training jobs with minimal code changes to the experimentation done locally.

Metrics 96
article thumbnail

The Complete Guide to Conversational AI for Your Business

In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

article thumbnail

The Positive Influence of Scarcity on Customer Experience with Mindy Weinstein

ShepHyken

Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. Our brains are wired in a certain way to react to scarcity. Businesses can use this in a positive way to emphasize value and communicate how working with them through their products or services is in their customers’ best interest.

article thumbnail

Remote Agent Training In Contact Centers: 5 Key Strategies

Playvox

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. 1.

article thumbnail

Cisco Nexus 9000 Intelligent Buffers in a VXLAN/EVPN Fabric

Cisco - Contact Center

As customers migrate to network fabrics based on Virtual Extensible Local Area Network/Ethernet Virtual Private Network (VXLAN/EVPN) technology, questions about the implications for application… Read more on Cisco Blogs

article thumbnail

How to extend the functionality of AWS Trainium with custom operators

AWS Machine Learning

Deep learning (DL) is a fast-evolving field, and practitioners are constantly innovating DL models and inventing ways to speed them up. Custom operators are one of the mechanisms developers use to push the boundaries of DL innovation by extending the functionality of existing machine learning (ML) frameworks such as PyTorch. In general, an operator describes the mathematical function of a layer in a deep learning model.

APIs 85
article thumbnail

Using AI to Empower Contact Center Agents and Improve CX and EX

For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.

article thumbnail

LiveVox Receives Perfect Scores Across Three Categories in DMG Consulting 2022-23 CBCCI Product & Market Research Report

LiveVox

Enterprises are getting the agility and versatility they need with cloud-based contact center infrastructure solutions and the value vendors like LiveVos are delivering only continues to increase. That’s what you’ll find out in DMG Consulting’s 2022-23 Cloud-Based Contact Center Infrastructure Product and Market Report which examines this high-demand industry, providing strategic insights into the changes […] The post LiveVox Receives Perfect Scores Across Three Categories in DMG Con

article thumbnail

COPC Standards Committee Meeting: Artificial Intelligence and Customer Experience

COPC

COPC Inc. and the COPC Standards Committee, a group of global customer experience (CX) experts overseeing the evolution of the COPC CX Standard , meet twice a year to ensure the Standard continues to adapt to the changing dynamics of the industry. On April 16 th , Mastercard hosted the bi – annual meeting in Dublin, where discussions centered around the impact of artificial intelligence (AI) on CX.

article thumbnail

Supporting the Sustainability Journey for the Transportation Industry

Cisco - Contact Center

As climate change and the potential to facilitate a transition to a low-carbon economy are becoming a centerstage conundrum across the globe, there is an important focus on decarbonizing the… Read more on Cisco Blogs

article thumbnail

Amazon SageMaker Data Wrangler for dimensionality reduction

AWS Machine Learning

In the world of machine learning (ML), the quality of the dataset is of significant importance to model predictability. Although more data is usually better, large datasets with a high number of features can sometimes lead to non-optimal model performance due to the curse of dimensionality. Analysts can spend a significant amount of time transforming data to improve model performance.

Metrics 78
article thumbnail

Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

article thumbnail

LiveVox’s Black In Tech Interview: CEO John DiLullo on Leadership, Career Growth, and Creating an Inclusive Workplace

LiveVox

Members from the LiveVox Black in Tech Community of Interest recently had a chance to sit down with CEO John DiLullo to discuss his views on leadership, career growth, and creating a more diverse and inclusive team. In this exclusive Q&A, John shares the importance of always pushing yourself to grow and expand your boundaries: […] The post LiveVox’s Black In Tech Interview: CEO John DiLullo on Leadership, Career Growth, and Creating an Inclusive Workplace appeared first on LiveVox.

82
article thumbnail

Where to Hire the Best Developers in Brazil?

JivoChat

Brazil is emerging as a technology powerhouse, with a vibrant tech ecosystem that’s attracting international attention. The country’s tech industry is booming, and Brazilian developers are becoming increasingly sought after for their exceptional skills and expertise. In this article, we will explore the benefits of hiring developers from Brazil, the top cities and companies to consider, and important factors to keep in mind when choosing a developer.

article thumbnail

Monitor critical assets with Edge Intelligence and IoT Operations Dashboard

Cisco - Contact Center

These days, many business-critical activities are happening at the edge, and without the ability to monitor critical assets you quickly lose track of the overall operational status.

98