ShepHyken
APRIL 22, 2024
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. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization.
TechSee
APRIL 22, 2024
In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents.
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The Northridge Group
APRIL 22, 2024
In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. In Part 3 of our series, we hear from Leslie O’Flahaven, professional write, coach, and speaker.
A Better Answer
APRIL 22, 2024
Outsourced answering solutions represent a strategic approach for businesses aiming to enhance customer service and manage operational costs effectively. By partnering with an external service provider, companies can efficiently handle high call volumes, guarantee 24/7 customer accessibility worldwide, and streamline communication processes. This method is particularly beneficial for entities ranging from small local businesses to expanding enterprises with a global customer base.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Kapta Customer Success
APRIL 22, 2024
Learn why doing more with less is a losing proposition and how your account management team can help your organization win big in economically challenging times.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Zappix
APRIL 22, 2024
In the rapidly evolving landscape of healthcare, patient satisfaction and access to care are paramount. With the advent of digital technology, healthcare providers are increasingly turning to innovative solutions to enhance customer service and improve patient experiences. According to the Kyruus 2023 Patient Access Journey Report , digital tools are playing a pivotal role in reshaping how patients interact with healthcare systems.
Vistio
APRIL 22, 2024
The allure of AI in contact centers is undeniable. From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. With advancements in natural language processing (NLP), machine learning (ML), and automation technologies, the potential for AI-driven customer service solutions seems limitless.
CSM Magazine
APRIL 22, 2024
At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth. One of the key takeaways from the discussion I had with the group was the importance of finding the right balance between AI capabilities and human interaction.
Cisco - Contact Center
APRIL 22, 2024
When we introduced our first compute platform in 2009 with Cisco UCS B-Series Blade Servers , there was a fair amount of snickering from industry watchers and established server vendors.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Unymira
APRIL 22, 2024
Pega offers various text processing options. This can be especially helpful in customer service. For example, to draw conclusions about the content of an email, the text must be analyzed. Pega provides text analytics tools to extract meaningful information from large volumes of data. Text can be analyzed and structured in multiple languages. For a detailed list, see the Pega documentation for the current release.
Concentrix
APRIL 22, 2024
Company’s rebranded identity solidifies its position as the global technology and services organization, powering the brands of the future.
CSM Magazine
APRIL 22, 2024
Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. The Future of Customer Service in Online Gambling: Trends to Watch The online gambling industry has experienced exponential growth over the last decade, driven by technological advancements and an increasing number of digital users.
Cisco - Contact Center
APRIL 22, 2024
Imagine juggling multiple remotes for your entertainment system, each controlling a different device and requiring endless button presses to achieve a simple task.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Unymira
APRIL 22, 2024
To analyze and categorize the content of an email, Pega provides several text categorization capabilities. Using text categorization, large amounts of data can be efficiently analyzed and assigned to predefined categories.
Help Scout
APRIL 22, 2024
Discover how to boost customer satisfaction with tips on personalization, CSAT surveys, and proactive engagement.
AWS Machine Learning
APRIL 22, 2024
Organizations are facing ever-increasing requirements for sustainability goals alongside environmental, social, and governance (ESG) practices. A Gartner, Inc. survey revealed that 87 percent of business leaders expect to increase their organization’s investment in sustainability over the next years. This post serves as a starting point for any executive seeking to navigate the intersection of generative artificial intelligence (generative AI) and sustainability.
Cisco - Contact Center
APRIL 22, 2024
As one of the largest technology companies in the world, it is critical for Cisco to operate in a way that helps to protect our planet.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Unymira
APRIL 22, 2024
Pega provides a powerful text extraction method for analyzing email content and categorizing text data. Text extraction allows you to identify named entities in text data and assign them to predefined categories, such as organizations, locations, people, quantities, or values. By leveraging the machine learning capabilities of the Pega platform, entity extraction models can be created that are capable of recognizing named entities.
CSM Magazine
APRIL 22, 2024
The music industry has witnessed a seismic shift with the advent of digital distribution. Gone are the days when record stores and physical albums were the primary channels for new releases. Today’s artists reach fans directly through streaming services and downloads, upending traditional models. This transformation isn’t just about convenience; it alters how customers engage with music, crafting experiences that are personal, immediate, and increasingly interactive.
Cisco - Contact Center
APRIL 22, 2024
I often get brought into meetings when a customer starts talking “DevOps”.
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