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Unlocking Next-Level Customer Service with Gen AI Technology


Prior iterations of self-serve technology have been associated with decreased customer satisfaction, but LLMs have really changed the landscape. This technology is more than a complex web of pre-written prompts. Virtual agents can leverage GenAI to provide responses to a wide range of customer inquiries at any time during the day.

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As the contact center industry looks toward ChatGPT and other emerging technologies, the positive possibilities seem endless. Information from these new technologies, like ChatGPT, is dynamic. Leaders at all levels want technologies that help make their organizations more productive, save labor dollars, and reduce headcount.


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How To Engage & Ignite Your Organization For Exceptional CX Technology Execution


In a recent CCNG member Town Hall, Kelly Sigmond led this discussion on how to achieve successful employee engagement implementing Customer Experience technology. Key Points from Discussion Behind every great customer experience is a great employee enabled by great technology.

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Technology Worth Following

Contact Center Pipeline

We are interested in defining contact center technology that is worth following today. OK, let’s set the ground rules. That doesn’t mean we want things that customers expect you to have today (hello, text chat), nor are we going to comment on applications that you should have installed yesterday (yes, screen pops are a safe […].

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The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them.

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How technology can enhance customer communication and engagement


CallMiner's VP of Int'l, Frank Sherlock, talks about the value of customer communications ahead of his session at Credit Connect’s Online Collections Technology Think Tank. Read more in his blog.

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A Glimpse To The New Trends In Humanizing Technology

Beyond Philosophy

The post A Glimpse To The New Trends In Humanizing Technology appeared first on Customer Experience Consulting. To subscribe to The Intuitive Customer and never miss a podcast, please click here. This podcast is produced by Resonate Recordings. Click here to see how they can help you.

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8 Contact Center Trends to Watch in 2020

Over the last decade, many of the trend predictions for contact centers have revolved around AI, omnichannel technology, digital transformation, a growing focus on employee experience, and the evolution of analytics. What does 2020 look like for this industry?

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The Reciprocal Nature of ROI: Maximizing Value for the Customer

Speaker: Sarah Tarraf, Director of Customer Experience, Gongos & David Robbins, Account Strategist, Gongos

Despite increasing investment in tools and technologies, executives still struggle to demonstrate the impact to the bottom line – and perhaps more importantly, the value these bring to customers. But tools and technologies aren’t enough. Customer experience is at a tipping point.

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How to Leverage Quality Management to Transform the Customer Experience

Download this eBook and uncover how winning organizations are tapping into the right technology to improve Customer Satisfaction, NPS, and other key metrics.

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Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

How to leverage cutting edge technology to make your customers' lives easier. By the end of this webinar, you will know: How to reduce friction in your customer interactions. The benefits of self-service. How to use subscription models to provide convenience. November 20th, 2018 11:00 AM PST, 2:00 PM EST, 6:00 PM GMT

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How to Evaluate ASR Solution Brief

There is a fundamental difference between 1st generation, 2nd generation, and modern-day Automatic Speech Recognition (ASR) solutions that use 100% deep learning technology. Get the information you need to ensure your evaluation experience is efficient and yields the data you need to make your purchasing decision.

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Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Join Tony Medrano, CEO of

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Going to Market Smarter in the New Economy

Technology will continue to play a part in fostering buyer allegiance and building brands in the “new normal.” The fight to find new customers and retain existing ones is the biggest business challenge for many companies.

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Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

How these emerging technologies can improve engagement, reduce churn. Tune in for some practical tips for improving agent engagement, reducing attrition, and improving your overall customer experience. By the end of this webinar, you will know: If your organization is ready to implement AI.