MiaRec

NOVEMBER 26, 2023

CX Today | MiaRec Tatiana Polyakova, COO of MiaRec , joins Charlie Mitchell of CX Today for the CX Today discussion to talk about five contact center use cases for conversational intelligence solutions. These are: Use Case 1 – Capturing the true voice of the customer Use Case 2 – Monitoring customer AND agent sentiment Use Case 3 – Uncovering the root causes of customer issues Use Case 4 – Automating quality management processes Use Case 5 – Redacting sensitive customer data During their in-dept

Contact Center 58

Contact Center Quality management Customer Experience Management 58

CCNG

NOVEMBER 29, 2023

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. And while each has its place and can add more detail to a big picture view, the following five are the best for signaling if contact center operations are aligned with customer expectations and that the levels of service being provided by your

Contact Center 195

Contact Center Metrics Average Handle Time Service level 195

ShepHyken

NOVEMBER 27, 2023

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. Searching on the internet used to be about using keywords, but now it’s smarter!

Customer Experience 200

Customer Experience Self service Customer Support Chatbots 200

Beyond Philosophy

NOVEMBER 25, 2023

My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped. When my client shared this with me on a recent call, I was neither surprised nor perplexed about what was going on with them. Getting the whole organization to embrace the customer requires more than most organizations think.

Customer centricity 195

Customer centricity Customer Experience Finance Technology 195

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

Callminer

NOVEMBER 27, 2023

Frank Sherlock, CallMiner's VP of International, explores how data and technology can help overcome challenges faced in the credit and collections industry.

Technology 182

Technology 182

ShepHyken

NOVEMBER 28, 2023

I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.

Customer Service 186

Customer Service Technical Support Customer Experience Advertising 186

Real Blue Sky

NOVEMBER 27, 2023

Just wrapped up the Fairways for Families golf tournament, presented by Real Blue Sky, and we’re still riding the high of what we’ve achieved. As a long-time supporter and board member of Embrace Texas , Bryant Richardson was inspired to see about 100 golfers come together for this cause. This event isn’t just about the love of the game; it’s Embrace’s main fundraiser, pivotal in supporting their mission.

105

105

Cisco - Contact Center

NOVEMBER 28, 2023

Every business is looking to grow, but how they accomplish that, and differentiate themselves against competitors, depends on the journey that they create for their customers.

98

98

AWS Machine Learning

NOVEMBER 26, 2023

Today, we are excited to announce three launches that will help you enhance personalized customer experiences using Amazon Personalize and generative AI. Whether you’re looking for a managed solution or build your own, you can use these new capabilities to power your journey. Amazon Personalize is a fully managed machine learning (ML) service that makes it easy for developers to deliver personalized experiences to their users.

Personalization 110

Personalization Customer Experience APIs Marketing 110

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

ShepHyken

NOVEMBER 28, 2023

I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.

Customer Service 171

Customer Service Technical Support Customer Experience Advertising 171

Joe Rawlinson

NOVEMBER 29, 2023

The process of obtaining medications from distributors is a crucial but often overlooked aspect of pharmacy operations. Although patients only see the end result of receiving their prescription drugs, the journey those medications take from manufacturer to distributor to pharmacy is complex. Understanding how pharmacies acquire the medications they dispense can provide valuable insight for pharmacy owners and staff.

78

78

Cisco - Contact Center

NOVEMBER 27, 2023

The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities.

Technology 98

Technology 98

AWS Machine Learning

NOVEMBER 26, 2023

In this post, we talk about how generative AI is changing the conversational AI industry by providing new customer and bot builder experiences, and the new features in Amazon Lex that take advantage of these advances. As the demand for conversational AI continues to grow, developers are seeking ways to enhance their chatbots with human-like interactions and advanced capabilities such as FAQ handling.

Self service 104

Self service Interactive Voice Response Chatbots Contact Center 104

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

ShepHyken

NOVEMBER 27, 2023

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 comment about each article and would like to hear what you think too. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument.

Customer Service 177

Customer Service Customer Experience Morale Customer Support 177

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion.

CRM 77

CRM B2B Enterprise Customer centricity 77

Cisco - Contact Center

NOVEMBER 28, 2023

I’m thrilled to announce that Cisco has been recognized as the AWS Global ISV Partner of the Year for 2023, a testament to our outstanding ability to collaborate and innovate.

83

83

AWS Machine Learning

NOVEMBER 27, 2023

Today, Amazon SageMaker launches a new version (0.25.0) of Large Model Inference (LMI) Deep Learning Containers (DLCs) and adds support for NVIDIA’s TensorRT-LLM Library. With these upgrades, you can effortlessly access state-of-the-art tooling to optimize large language models (LLMs) on SageMaker and achieve price-performance benefits – Amazon SageMaker LMI TensorRT-LLM DLC reduces latency by 33% on average and improves throughput by 60% on average for Llama2-70B, Falcon-40B and CodeLlama-34B m

Engineering 94

Engineering Benchmark Scripts Advertising 94

Advertisement

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

Contact Center

BlueOcean

NOVEMBER 29, 2023

The fact that silos are the enemy of business success is nothing new. That they happen anyway is one of the biggest business challenges a leader must navigate. At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 62

Contact Center Customer Care Customer Experience Employee engagement 62

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. In a recent episode of The Digital Customer Success Podcast , Totango’s SVP of Customer Success, Chris Dishman had an insightful conversation with host Alex Turkovic about digital customer success (CS) hot topics, including health sc

Enterprise 71

Enterprise Best practices Marketing Sales 71

Cisco - Contact Center

NOVEMBER 27, 2023

Co-authored by Ilham Rahali, Head of Commercial Partnerships at Orange Business, and Pascal Allochon, Partner Sales Leader at Cisco in France.

Sales 98

Sales 98

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. At Amazon, we have launched multiple generative AI services, such as Amazon Bedrock and Amazon CodeWhisperer , and have made a range of highly capable generative models available throug

industry standards 89

industry standards Enterprise Management Engineering 89

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

Journey mapping

Cyara

NOVEMBER 28, 2023

Unfortunately, poor quality voice over internet protocol (VoIP) calls are often a result of high-levels of latency, and even the slightest delay may be noticeable.

voip 67

voip Best practices 67

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Totango’s SVP of Customer Success Chris Dishman recently sat down with the Customer Success Collective in an exclusive episode of the CS School Podcast where he offered some keen insights into how to create and foster a harmonious relationship between sales and CS.

Sales 71

Sales Enterprise Metrics Accountability 71

Cisco - Contact Center

NOVEMBER 28, 2023

Helping our customers protect their brand and reputation with new business metrics insights and visibility for Cisco Cloud Observability, tied to the KPIs that matter the most.

Metrics 75

Metrics 75

AWS Machine Learning

NOVEMBER 26, 2023

Amazon Transcribe is a fully managed automatic speech recognition (ASR) service that makes it straightforward for you to add speech-to-text capabilities to your applications. Today, we are happy to announce a next-generation multi-billion parameter speech foundation model-powered system that expands automatic speech recognition to over 100 languages.

APIs 93

APIs Contact Center contact center solutions Enterprise 93

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

LiveVox

NOVEMBER 28, 2023

Customer-centricity is the cornerstone of any successful business strategy, especially in the financial services sector. The integration of AI and automation in financial services has revolutionized how institutions engage with and serve their customers. Let’s explore five key strategies that leverage AI and automation to enhance customer support in the financial services industry. 1.

Customer centricity 71

Customer centricity Customer Support Personalization Customer Experience 71

ConvergeOne

NOVEMBER 28, 2023

The above quote has never been truer than it is in today’s security and privacy environments. There have been too many breaches to mention, but one common theme is that they affect all shareholders to varying degrees. Unfortunately, I’ve been the recipient of a few emails from establishments informing me that a breach occurred. They apologize and say that I will be receiving one—or, if I’m lucky (sarcasm laid on thick)—two years of free credit monitoring.

70

70

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. These awards, part of the ICS Annual Conference , recognise and celebrate the organisations delivering outstanding customer experience, whether it be through people, initiatives or software like ours.

Customer Service 62

Customer Service Feedback Customer Experience Healthcare 62