CSM Magazine

JUNE 29, 2023

Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution. ” The partnership between Memo and Sabio will bring significant benefits to both organisations.

Consulting 52

Consulting Consulting Analytics Technology 52

Zappix

JANUARY 3, 2024

Come join Zappix in Burlington MA and be part of a group bringing amazing new technology to the market. The company utilizes cutting-edge cloud-based technology, including AI, Robotic Process Automation (RPA), IVA and bots, Actionable Analytics and reports leveraging Big Data, and more.

Engineering 52

Engineering Sales Self service Big data 52

TechSee

MARCH 16, 2023

Artificial intelligence (AI) is designed to automate manual tasks and processes. As the leader in computer vision solutions for the service industry, we at TechSee work with large organizations to help them utilize AI to automate service for their products. Computer vision is an AI that can automatically see and understand images.

APIs 109

APIs CRM Technology Sales 109

Nicereply

MAY 7, 2024

To drive sales, you need to make sure that the product or service you’re offering was not made for the sake of it: it addresses a real need. Or, to put it another way, you need to manage customer pain points to drive sales. Support pain points Support pain points arise from customer interactions with your sales and support teams.

Sales 52

Sales Management Surveys Wait times 52

DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. Debates about the power and danger of artificial intelligence (AI) abound, but both the issues and practical realities are nuanced. No person or government is going to stop the AI revolution, and regulating it is going to be very difficult.

Contact Center 77

Contact Center Government Transportation Engineering 77

Integrity Solutions

OCTOBER 23, 2023

One of the most common pathways into sales is… accidental. Many people find themselves taking a sales role almost as a layover en route to their “real” career. And then a funny thing happens: They realize they like doing sales. “To become successful in sales, you need a lo t of networking.

Sales 116

Sales Coaching Education Feedback 116

AWS Machine Learning

NOVEMBER 28, 2023

Artificial intelligence (AI) is a rapidly evolving field with the potential to improve and transform many aspects of society. In 2023, the pace of adoption of AI technologies has accelerated further with the development of powerful foundation models (FMs) and a resulting advancement in generative AI capabilities.

industry standards 108

industry standards Engineering Enterprise Government 108

JivoChat

MARCH 29, 2023

That’s the case when the subject is AI in ecommerce. Learning technologies may benefit the ecommerce industry, but it’s fundamental to understand how AI works to know how you can use it. 6 Ways AI in Ecommerce is Used AI in ecommerce can be implemented in multiple ways. Check out the article to know more.

Chatbots 75

Chatbots Sales CRM Personalization 75

DMG Consulting

NOVEMBER 30, 2023

AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Zenarate AI Coach delivers on average: 56% faster agent speed-to-proficiency vs. traditional training.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

AWS Machine Learning

APRIL 6, 2023

For this engagement, they sought to generate monthly sales forecasts for new and existing products across different material groups and business lines. In this post, we demonstrate how the MLSL and NXP employed Amazon Forecast and other custom models for long-term sales predictions for various NXP products. “We

Sales 78

Sales Metrics APIs Marketing 78

JustCall

NOVEMBER 23, 2022

Businesses should make all efforts to empower their sales team to live up to their potential and achieve their targets. It can be made possible through sales enablement. Here, we take a look at what sales enablement is, its importance, and what are the primary sales enablement KPIs to track. What is Sales Enablement?

Sales 52

Sales Upselling Revenue potential Coaching 52

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. In a recent meeting, the committee reviewed the impact of artificial intelligence (AI) on CX operations and end-user customer satisfaction.

Calibration 52

Calibration contact center workforce Metrics Contact Center 52

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. She is a force to be reckoned with as a writer and speaker on customer experience.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

CSM Magazine

AUGUST 24, 2023

SAP CPQ improves sales performance via smart automation of custom-tailored pricing for multi-aspect products. Running a profitable business nowadays requires not only a marketable product but also advanced technologies to streamline the sales process. Armed with the SAP Configure Price Quote software, sales experts can do wonders.

Sales 52

Sales SaaS Upselling Analytics 52

JivoChat

MARCH 29, 2023

That’s the case when the subject is AI in ecommerce. Learning technologies may benefit the ecommerce industry, but it’s fundamental to understand how AI works to know how you can use it. 6 Ways AI in Ecommerce is Used AI in ecommerce can be implemented in multiple ways. Check out the article to know more.

Chatbots 52

Chatbots Sales CRM Personalization 52

CSM Magazine

FEBRUARY 8, 2024

Kieran Brady, Group Sales and Marketing Director at Redcentric said “We are pleased to be partnering with Cirrus, to offer the market an omni-channel contact centre solution that will enable them to give their customers a tailored experience that really does meet their needs.”

Marketing 52

Marketing Customer Service Sales Customer Experience 52

JustCall

AUGUST 8, 2023

In fact, AI shopping is no longer a futuristic concept—for the uninitiated. This is just one example of AI shopping in action and there’s a lot to unpack. AI Powered Shopping in 2023: A Look at the Current Landscape Shopping today is as immersive as watching a movie on IMAX. Let’s dive in! billion in 2023 to $55.53

Chatbots 52

Chatbots Personalization Sales Engineering 52

ShepHyken

FEBRUARY 12, 2024

In the past, personalization was about grouping customers into groups. Typically, a company or brand would have four to six groups. Based on their needs, those groups would receive different messages. They expect a different experience in the sales, marketing, and service they experience.

Customer Service 166

Customer Service Self service Personalization Marketing 166

JustCall

JANUARY 29, 2024

is probably one of our most frequently asked questions on demo calls — and it’s a fair one to ask, given how similar JustCall and Kixie can appear at the outset, and how big an investment a sales dialer can be. Here, JustCall comes out on top, offering advanced AI-powered features that give your reps an edge. More on this later.

Sales 52

Sales APIs Analytics Abandon rate 52

AWS Machine Learning

JUNE 13, 2023

Organizations can maximize the value of their modern data architecture with generative AI solutions while innovating continuously. The AI and language models must identify the appropriate data sources, generate effective SQL queries, and produce coherent responses with embedded results at scale.

APIs 72

APIs Finance Engineering Analytics 72

JustCall

NOVEMBER 24, 2022

Do you know that many sales reps don’t like to follow imposed instructions, and 2/3rds of all salespeople don’t follow a s ales process ? Despite everything, you need a formal sales process to complete sales faster. What is a Sales Process ? Why Build a Sales Process ? Sales is a numbers game.

Sales 52

Sales B2B Surveys CRM 52

Beyond Philosophy

JANUARY 28, 2019

We have had clients like Ricoh Canada that improved their Customer Experience, which led to a rise in sales by 10%—and that was in a shrinking market. However, ROI isn’t always about more sales; there are other ways to measure your success in ROI. For example, a persona could be represented by Suzy, the epitome of the group.

Consulting 348

Consulting Consulting Benchmark Personalization 348

CSM Magazine

DECEMBER 7, 2022

You may have heard the term generative AI before, but what does it actually mean? In short, generative AI is a type of artificial intelligence that is used to create new things. According to Gartner, Generative AI is one of the top 5 impactful technologies in 2022. How does Generative AI work? Automated customer support.

Customer Experience 52

Customer Experience Customer retention Finance Surveys 52

Callminer

NOVEMBER 13, 2018

The winners were Quentin (Quinn) Burrell, Business Analyst at First Associates, Pulkit Jain, Manager of Business Information Analytics at Encore Capitol Group, Marvie Wright, Director of Leadership and Sales Training at Dialog Direct. L-R) Customer Service Director Michael Hull, First Associate’s Pulkit Jain, and Brian LaRoche.

First call resolution 260

First call resolution Analytics Sales Metrics 260

The Northridge Group

AUGUST 14, 2023

The Northridge Group needs the contact information you provide to us to contact you about our products and services. In the recent 2023 State of CX report by The Northridge Group, 92% of business leaders surveyed said they would like to provide additional training to their customer service representatives.

Contact Center 92

Contact Center Coaching Morale contact center associations 92

JustCall

NOVEMBER 25, 2022

The power of E-Commerce Intelligence in Boosting Sales. According to a Morgan Stanley report, global eCommerce has recently risen from 15% of total retail sales in 2019 to 21% in 2021. Clearly, this means that every retail business has to master the world of online sales. The figure looks set to rise even further in the future.

Sales 52

Sales Marketing Benchmark Metrics 52

Beyond Philosophy

JULY 7, 2022

Customer Science is the integration of artificial intelligence (AI), customer data, and behavioral science. However, it might also be a customer segmentation issue where different people want different things at different times, e.g., this group likes people, so they go to physical stores. The difference is the presence of people.

Technology 402

Technology Consulting Consulting Personalization 402

JustCall

MARCH 13, 2023

For many sales managers, sales coaching techniques are either too difficult to execute or too complicated to achieve. But if executed strategically, they can turn out to be the difference between an average sales manager and a high-performing one. Here are 5 sales coaching techniques worth a try.

Coaching 40

Coaching Sales Feedback Metrics 40

JustCall

MARCH 9, 2023

The impact of sales gamification is much lar ger than you think. In this blog, we will understand the benefits of using sales gamification the right way, the top-3 sales gamification software to consider, as well as some interesting sales gamification examples. The need of the hour? Let’s get going.

Gamification 52

Gamification Sales Morale CRM 52

CSM Magazine

MAY 9, 2024

In a recent panel discussion hosted at our Disrupt event in London , a group of industry experts explored how emerging tools and platforms are empowering companies to elevate their customer service to new heights. The AI itself can be tailored to match customers’ communication preferences.

Technology 52

Technology Customer Service CRM Best practices 52

DMG Consulting

JANUARY 7, 2022

IVAs: Using AI to Serve Customers and Contact Centers. There are dozens of artificial intelligence (AI) technologies available today, but the three that are core for IVAs are NLP/NLU/NLG, real-time analytics, and machine learning (ML). Real-time analytics encompasses a highly diverse group of technologies and applications.

Contact Center 48

Contact Center Self service Virtual Agent Analytics 48

Beyond Philosophy

MAY 8, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. One axis shows two groupings: other people or yourself. People lie. I have done it.

Customer Experience 259

Customer Experience Consulting Consulting Enterprise 259

TechSee

AUGUST 7, 2018

Yet, all this progress has created a new set of sales challenges. Understanding and addressing these e-commerce obstacles is the key towards improving sales processes, driving a better customer journey, delivering more consumer conversions, and ultimately garnering a greater level of success for your business.

Sales 95

Sales Automotive B2B Entertainment 95

Answer Dash

OCTOBER 8, 2018

AI is changing that. More than 75 percent of companies are firing up AI to accelerate business development, automate busy work and deliver a better customer experience. AI algorithms are powering massive amounts of calculations and decisions because they can find patterns in data, unseen to the naked eye.

Sales 74

Sales Outbound sales CRM Analytics 74

DMG Consulting

JUNE 11, 2019

Three Pillars of AI for Contact Centers. Artificial intelligence (AI) is a very broad concept and set of technologies, which must be targeted to a specific challenge in order to be effective. The first of the three AI pillars is a grouping of technologies that allow organizations to understand what customers are saying.

Contact Center 67

Contact Center Analytics Virtual Agent contact center solutions 67

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Colin Taylor, CEO at Taylor Reach Group.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251