Sat.May 18, 2024 - Fri.May 24, 2024

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Sentiment Analysis in the Contact Center: Tethr’s Approach

Tethr

Learn how you can use Tethr’s sentiment analysis for contact centers to tap into customer conversation insights that drive CX improvements.

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Effective Meeting Planning in the Call Center: 5 Tips for Better Schedules and Employee Satisfaction

Injixo

In today's fast-paced work environment, it seems like every office worker's calendar is packed with appointments. Coordination is crucial, and as the world around us becomes increasingly complex, it requires even more attention. This holds true for customer service as well. Team meetings, one-on-one discussions, and training sessions all need to be integrated into an already hectic daily routine.

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Inbound vs. Outbound Call Centers – How Do They Work?

NobelBiz

While the role of call centers is crucial in customer service, companies often choose between inbound and outbound call centers. Each of these call centers come with unique functionalities, benefits, and challenges. This article explores the definitions, success KPIs, benefits, and considerations for both inbound and outbound call centers, helping you determine the best approach for your business needs.

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Call Center Analytics: What They are and How to Use Them Effectively | AmplifAI

Amplifai Coaching Category

Overwhelmed by call center analytics? Discover practical solutions to common challenges. Learn how to effectively analyze data, leverage AI, and implement targeted strategies to improve agent performance, customer satisfaction, and operational efficiency.

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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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How to Use Analytics to Maximize Your Contact Center Performance

TCN

In today’s digital landscape, contact centers are on the front line for addressing customer queries, The post How to Use Analytics to Maximize Your Contact Center Performance appeared first on TCN.

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5 Must-Have Features in Customer Support Dashboards

CSM Magazine

Navigating the labyrinth of customer support demands precision – like a captain steering through foggy waters with only the stars for guidance. A robust dashboard is your North Star, keeping your efforts aligned and efficient. It’s not a mere luxury; it’s an essential gear in today’s relentless customer service seas. Consider this: What makes a dashboard not just adequate, but outstanding?

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Digitizing Customer Experience: 10 Best Practices for Digitization

Helpware

In the ever-evolving landscape of customer service, the true competitive advantage lies in embracing the synergy between cutting-edge technologies and the irreplaceable human touch. Businesses that successfully navigate this balance not only drive digital transformation but also cultivate deeper, more meaningful connections with their customers. This is the impact of digitizing customer experience.

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Enhancing Customer Support in Software with Live Chat Integration

TeamSupport

In the digital age, where instant gratification is the norm, immediate responses to customer inquiries can make or break a brand's reputation. This rings especially true for software companies. Jackrabbit Technologies , an online class management software provider catering to children's activity centers, learned this firsthand. Before their partnership with TeamSupport began in 2011 , Jackrabbit relied solely on emails to handle customer support.

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Top 5 Customer Service & CX Articles for Week of May 20, 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. 99% of Consumers Rely on Online Reviews Before Making Purchases by Jon McDonald (CardRates) Reviews offer insight that an online description can’t and provide feedback from customers who have used or previously purchased the product of interest.

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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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Proven Strategies to Harness Social Influence for Increased Customer Sales

Beyond Philosophy

A Master Class Part 3: Unlocking the Psychology of Customer Experience In the third episode of our Master Class series on the Psychology of Customer Experience, we delve into how other people influence our behavior. Understanding these theoretical dynamics is practical, empowering you to design effective Customer Experiences. Robert Cialdini’s research on influence is a cornerstone of understanding social dynamics and persuasion techniques.

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Generating fashion product descriptions by fine-tuning a vision-language model with SageMaker and Amazon Bedrock

AWS Machine Learning

In the world of online retail, creating high-quality product descriptions for millions of products is a crucial, but time-consuming task. Using machine learning (ML) and natural language processing (NLP) to automate product description generation has the potential to save manual effort and transform the way ecommerce platforms operate. One of the main advantages of high-quality product descriptions is the improvement in searchability.

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TeamSupport Launches AI Assist, a Powerful Suite of Tools for Customer Support

TeamSupport

The Future of TeamSupport AI is Here. TeamSupport is thrilled to announce its latest suite of AI-powered tools, built to increase agent efficiency and help your team take customer support to the next level. TeamSupport’s AI Assist incorporates the latest conversational AI technology, acting as a seasoned copilot to help agents close tickets faster, bringing faster, more satisfying resolutions to customers with less tedious manual work for agents.

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Introducing the Delighted Surveys Web Widget: Set up a web survey in 5 minutes

delighted

When it comes to getting high survey response rates , nothing beats out a survey that meets your users right where they are, on your website or in your app. However, web surveys can be notoriously finicky to implement well, often requiring multiple rounds with designers and developers to get a survey that looks native and triggers seamlessly. Our new Web Widget for Surveys makes it unbelievably easy to set up a native pop-up survey.

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Gartner® Research: Boost Customer Service Performance with Smart Coaching Tools

Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more

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Strengthen Your Security Operations: MITRE ATT&CK Mapping in Cisco XDR

Cisco - Contact Center

Discover how Cisco XDR's MITRE ATT&CK mapping strengthens your security operations. Learn to identify security gaps and improve your cybersecurity posture.

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Accelerate Mixtral 8x7B pre-training with expert parallelism on Amazon SageMaker

AWS Machine Learning

Mixture of Experts (MoE) architectures for large language models (LLMs) have recently gained popularity due to their ability to increase model capacity and computational efficiency compared to fully dense models. By utilizing sparse expert subnetworks that process different subsets of tokens, MoE models can effectively increase the number of parameters while requiring less computation per token during training and inference.

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Cost Comparison: Virtual Receptionists vs. In-house Staff

A Better Answer

Choosing between a virtual receptionist service and employing in-house staff is a pivotal decision that impacts a business's operational costs, efficiency, and ability to scale. This comparison illuminates the financial nuances of each option, breaking down the components such as initial setup costs, ongoing expenses, and the potential for scalability.

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Level.ai vs. MiaRec: Features, Pricing, & More

MiaRec

Are you looking to automate your quality management by automatically scoring all of your calls and streamlining your QA processes? Then you probably came across both Level.ai and MiaRec and wondered how both solutions compare. Here at MiaRec, we have helped hundreds of organizations worldwide improve contact center efficiency and customer experiences.

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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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Why IT Leaders Are Evolving the Network into a High-Performance Digital Engine

Cisco - Contact Center

The new 2024 Global Networking Trends Report is a compelling look at networking readiness among global IT organizations. We heard from 2,050 IT professionals in 13 countries about their investment strategies and the advanced architectures and capabilities they believe will prove transformational within the next two years.

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How 20 Minutes empowers journalists and boosts audience engagement with generative AI on Amazon Bedrock

AWS Machine Learning

This post is co-written with Aurélien Capdecomme and Bertrand d’Aure from 20 Minutes. With 19 million monthly readers, 20 Minutes is a major player in the French media landscape. The media organization delivers useful, relevant, and accessible information to an audience that consists primarily of young and active urban readers. Every month, nearly 8.3 million 25–49-year-olds choose 20 Minutes to stay informed.

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Between Two Borgs

Help Scout

Two very different approaches to the application of technology in pursuit of a particular goal, the outer edges of the responses that individuals and companies have to every new technology. Between Bjorn Borg and The Borg.

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Level.ai vs. MiaRec: Features, Pricing, & More

MiaRec

Are you looking to automate your quality management by automatically scoring all of your calls and streamlining your QA processes? Then you probably came across both Level.ai and MiaRec and wondered how both solutions compare. Here at MiaRec, we have helped hundreds of organizations worldwide improve contact center efficiency and customer experiences.

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Mastering Remote Onboarding: Proven Strategies for Seamless New Hire Integration

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.

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Cisco Meraki Secures the Postman “Best API Award”

Cisco - Contact Center

Meraki APIs allow businesses to automate repetitive and time-consuming tasks, and configure and deploy networks quickly at a scale. Developrs can leverage API operations to retrieve performance metrics, monitor network health, analyze traffic data and create custom reports to gain insights into the network usage.

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Create a multimodal assistant with advanced RAG and Amazon Bedrock

AWS Machine Learning

Retrieval Augmented Generation (RAG) models have emerged as a promising approach to enhance the capabilities of language models by incorporating external knowledge from large text corpora. However, despite their impressive performance in various natural language processing tasks, RAG models still face several limitations that need to be addressed. Naive RAG models face limitations such as missing content, reasoning mismatch, and challenges in handling multimodal data.

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A Complete Guide To B2B SEO Strategy For 2024

OctopusTech

More than 80% of B2B businesses agree that SEO produces better quality leads than online advertising, and over 70% of B2B businesses claim that SEO boosts sales more than PPC. In order to close a deal, B2B companies must nurture leads and communicate with potential clients over several interactions. Because of this, B2B SEO is now more concerned with lead generation than with actual sales.

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Navigating the IVA Landscape with Opus Research & Interactions: A Conversational Recap

Interactions

If you missed the recent Interactions webinar with Opus Research , don’t worry – we’ve got you covered. Joe Kuhn, Solutions Architect at Interactions, dropped some serious knowledge bombs during the Q&A session, and we’ve rounded up his answers into a one stop guide. So, let’s dive right in! Authentication: The Gatekeeper of Secure Transactions Q.

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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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Harnessing Network and Application Performance Insights for Effective Automation

Cisco - Contact Center

Automation is a significant driving force behind speed and an enhanced user experience. Ultimately, what matters to users is the experience they have with the systems and applications being used. By removing manual bottlenecks, systems can operate at their optimal capacity, delivering the desired outcomes efficiently.

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Customer Driven: The Meaning Behind Customer-Centric Strategies

Help Scout

Customer-obsessed businesses grow faster and retain more customers. Check out this article for actionable steps to build a more customer-centric organization.

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Understanding Pet Industry Trends: The Impact of Spending and Customer Service

Working Solutions

In the dynamic and ever-growing pet industry, understanding spending habits and the pivotal role of exceptional customer service is essential for success. Annual spending on pets in the U.S. reached a staggering $147 billion in 2023, with both dog and cat owners investing an average of around $1500 per year.