ShepHyken

JUNE 5, 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. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.

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Jon Arnold

JUNE 5, 2023

I had a heavier-than-normal travel schedule in May, so writing was on the light side. Still managed to get a few things out, and here’s the digest. Re-Thinking the On-Hold Experience , white paper for Aizan, May 31 3 Best Practices for a Successful UCaaS Migration , TechTarget, May 23 Are We Moving Too Fast with AI?

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AWS Machine Learning

JUNE 5, 2023

This post is co-written with Philipp Schmid and Jeff Boudier from Hugging Face. Today, as part of Amazon Web Services’ partnership with Hugging Face, we are excited to announce the release of a new Hugging Face Deep Learning Container (DLC) for inference with Large Language Models (LLMs). This new Hugging Face LLM DLC is powered by Text Generation Inference (TGI), an open source, purpose-built solution for deploying and serving Large Language Models.

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Abby Connect

JUNE 5, 2023

Download Call handling is the management of phone calls. It’s the technology you use, your templates and processes, how you talk to callers, how you perform intake, when you answer and don’t answer, and more. Missing calls can mean missing opportunities.

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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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AWS Machine Learning

JUNE 5, 2023

This post is co-written with Philipp Schmid from Hugging Face. We have all heard about the progress being made in the field of large language models (LLMs) and the ever-growing number of problem sets where LLMs are providing valuable insights. Large models, when trained over massive datasets and several tasks, are also able to generalize well over tasks that they aren’t trained specifically for.

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AWS Machine Learning

JUNE 5, 2023

Amazon SageMaker Automatic Model Tuning has introduced Autotune, a new feature to automatically choose hyperparameters on your behalf. This provides an accelerated and more efficient way to find hyperparameter ranges, and can provide significant optimized budget and time management for your automatic model tuning jobs. In this post, we discuss this new capability and some of the benefits it brings.

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Abby Connect

JUNE 5, 2023

Download You know better than anyone that these are uncertain times for business owners. Now more than ever, with inflation, economic uncertainty, and other challenges and changes in the economy, it’s important for small business owners to be mindful of efficiency and where you’re spending your money.

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AWS Machine Learning

JUNE 5, 2023

Data is the foundation for machine learning (ML) algorithms. One of the most common formats for storing large amounts of data is Apache Parquet due to its compact and highly efficient format. This means that business analysts who want to extract insights from the large volumes of data in their data warehouse must frequently use data stored in Parquet.

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Maru Group

JUNE 5, 2023

By Steve Brockway Maru/Matchbox | June 2023 Air travel has had its challenges over the last three years; airlines and airports need to entice their frequent flyers back to drive both volume and profitability, and one of the ways of doing this is through the airport lounge experience to ensure traveling is a pleasurable experience for premium and frequent flyers.

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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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Horizon CX

JUNE 5, 2023

Why Do Senior Leaders and Customers Differ in Assessing Customer Experience? Introduction: In today’s competitive business landscape, delivering a superior customer experience has become a top priority for organizations across industries. However, a perplexing disconnect exists between how senior leaders perceive their organizations’ customer experience and how customers themselves perceive it.

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Vistio

JUNE 5, 2023

Watch the full podcast here:   We are very excited to welcome Justin Robbins with us back on the podcast to discuss how what’s going on in the world of AI and contact centers. As always, thanks for tuning in! To listen to a recording of this and other episodes, visit vistio.io/podcasts. And to join our show live each week, go to vistio.io/cxlive.

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LiveVox

JUNE 5, 2023

As businesses continue to compete in the modern digital era, providing excellent customer service has become a crucial part of their success. Learning what is generative AI and how to use it in customer service can transform a business’s relationship with customers. With the rise of generative AI technology, the customer service landscape is evolving […] The post What is Generative AI and How to Use it in Customer Service?

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Cisco - Contact Center

JUNE 5, 2023

For World Environment Day we wanted to add to the global celebration by lifting up the stories of several of our Cisco Foundation Climate Impact and Regeneration Portfolio grantee partners working in… Read more on Cisco Blogs

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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

Contact Center

Hello Customer

JUNE 5, 2023

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.” "Customer experience is your customer's perception of all interactions throughout the customer journey and across all channels.

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SoliCall

JUNE 5, 2023

In call centers, noisy agents can have a significant impact on the quality of service provided to customers. Therefore, it is essential to identify and monitor them to ensure that they are meeting the standards set by the company. Here are some reasons why identifying and monitoring noisy agents is important: Customer experience (CX): The noise generated by noisy agents is heard by customers leading to a decrease in customer satisfaction.

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Cisco - Contact Center

JUNE 5, 2023

Black Belt Fire Jumper Training for Cisco Partners is the foundational Cisco security portfolio training program, identical to the Fire Jumper Academy for Cisco Employees.

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Concentrix

JUNE 5, 2023

Discover effective ways to optimize member experience and drive customer satisfaction.

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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

Contact Center

Hodusoft

JUNE 5, 2023

HoduSoft Shines Bright as Winner in the 18th Annual 2023 Globee® Awards for IT Achievement Winning an award is always a special moment for an organization for many reasons. It serves as a milestone and a symbol of distinction. It also gives a sense of pride to the employees who jointly contribute to the organization’s success. As noted French footballer N’Golo Kanté famously said “It’s good to win awards.

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Voiptime

JUNE 5, 2023

In this guide you’ll discover: The foundation of the business communication of the call center many call center managers overlook. Hint: Many managers think they understand the subject, yet little is happening in reality; How to tackle the issues of inward, upward, and lateral communication business communications in the call center? The impact of the improvement or negligent treatment of the call center’s business communication.

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SmartKarrot

JUNE 5, 2023

With great power comes great responsibility! Not just for Spiderman, the statement is also very suitable for someone in leadership. From taking business-altering decisions to monitoring the workflows, business leaders have to juggle a lot of things on a daily basis. Are you one and do you want to make your life (work) easier? A robust task management platform is your solution and this is where Asana Task Manager enters into the picture.

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SmartKarrot

JUNE 5, 2023

Role: Customer Success Lead Location: San Francisco, CA, United States (On-site) Organization: Vooma As a Customer Success Lead, you’ll take ownership of the entire customer relationship, including onboarding, implementation, training, adoption, retention, and satisfaction. Develop connections to serve as a reliable and strategic advisor to assist maintain the value of Vooma’s goods and services.

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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.

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