Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. We recently had a guest on the podcast who has a solution for situations like these. Seeing the whatsit on screen might mean the expert can help the customer faster. Watch The Intuitive Customer YouTube Channel here.).

Customer Experience 221

Customer Experience Contact Center Engineering Scripts 221

AWS Machine Learning

MARCH 28, 2024

Large language models (LLMs) are generally trained on large publicly available datasets that are domain agnostic. For example, Meta’s Llama models are trained on datasets such as CommonCrawl , C4 , Wikipedia, and ArXiv. The resulting LLM outperforms LLMs trained on non-domain-specific datasets when tested on finance-specific tasks.

Finance 95

Finance Metrics Banking Engineering 95

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. That’s why it can pay to use a customer service vendor management expert. The result?

outsourcing 105

outsourcing Management Customer Service Contact Center 105

Vistio

FEBRUARY 5, 2024

In the fast-paced world of customer service, providing exceptional experiences for customers is essential. And at the heart of delivering excellent customer service lies well-trained call center agents. But training call center agents can be a daunting task.

Call Center 52

Call Center Healthcare Government Coaching 52

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. What is Call Center Training?

Call Center 141

Call Center Contact Center Coaching Gamification 141

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Next up: How will you tackle remote training? Align the plan with your organization’s values and culture.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

Customer Service Life

DECEMBER 6, 2021

As a customer service leader, there’s a certain balance I’ve struggled to find. Spending too much time interacting with customers can leave me feeling like our team is treading water and not making progress on key initiatives. I realize that this leadership style eventually got Custer killed.

Customer Service 104

Customer Service Engineering Customer Support Analytics 104

TechSee

FEBRUARY 7, 2023

For the first time, early technology adopters can now easily access the latest breakthroughs in Generative AI. In this post, we will examine the role and implications of Generative AI in service organizations, the practicality of this technology, and the strategies you should consider today and tomorrow. Can you tell which?

Chatbots 124

Chatbots Self service call center solutions Average Handle Time 124

Call Design

FEBRUARY 27, 2022

These are often the sentiments expressed as working from home employees reshuffle pandemic style and adapt. Managers looking to mitigate these added challenges can seek solutions to help staff adapt to the environment and increase engagement and motivation. Improve Employee Retention.

Gamification 78

Gamification Consulting Consulting Management 78

Netomi

JULY 13, 2022

As part of our new ‘AI for CX 101’ series, we will cover what to expect when you deploy an AI solution, including how to get started on your AI digital transformation journey. How to deploy an AI solution for your business. What does the customer intend to accomplish from the engagement? Analyze historical data.

Chatbots 105

Chatbots Airlines Best practices Personalization 105

AWS Machine Learning

OCTOBER 27, 2023

Organizations are using AI to improve data-driven decisions, enhance omnichannel experiences, and drive next-generation product development. However, generative AI alone isn’t enough to deliver engaging customer communication. According to McKinsey , “71% of consumers expect companies to deliver personalized interactions.”

Personalization 86

Personalization Marketing APIs Entertainment 86

Call Experts

APRIL 8, 2024

Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency. Performance Metrics in the Call Center Call center operations rely heavily on performance metrics to evaluate and improve efficiency. Higher CSAT scores indicate happier customers.

Call Center 52

Call Center Average Handle Time Coaching Metrics 52

Playvox

SEPTEMBER 6, 2022

Adapting to the work styles and learning preferences of your remote contact center agents is a smart place to start. Whether your customer service center is remote, hybrid, or moving back to the office full-time, agent engagement is critical to success—now and into the future. Communicate.

Contact Center 86

Contact Center Surveys Customer Support Feedback 86

Playvox

APRIL 4, 2023

They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. A big contributor to this burnout and the resulting avoidance is customer behavior.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

AWS Machine Learning

MAY 5, 2023

A retail company is building a mobile app to help customers buy clothes. You can use Ground Truth and FiftyOne to accelerate your data labeling project. Your prospective users are looking for an application that tells them which articles of clothing in their closet work well together. Or something else?

Engineering 76

Engineering Feedback Marketing Management 76

AWS Machine Learning

NOVEMBER 7, 2023

Large language models (LLMs) with their broad knowledge, can generate human-like text on almost any topic. However, their training on massive datasets also limits their usefulness for specialized tasks. Without continued learning, these models remain oblivious to new data and trends that emerge after their initial training.

Enterprise 93

Enterprise APIs Engineering Accountability 93

delighted

MAY 4, 2022

When your customers have questions, where do they turn? If they turn directly to your support team, then you’re missing out on an opportunity to ease customer pain and save your team time through customer self-service. What is customer self-service?

Self service 81

Self service Abandon rate Surveys Feedback 81

ProProfs Blog

DECEMBER 16, 2020

To make instant help possible, you’ll need live chat software to manage support during the holidays on your website besides offering phone and email platforms. But simply adding live chat to your website won’t be enough. How Can Live Chat Help During the Holidays? Let’s get started.

Management 147

Management Chatbots Sales Upselling 147

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Ben Winter.

Call Center 182

Call Center Management Scripts Coaching 182

TechSee

JUNE 4, 2019

Nowhere is that truer than in call center training – bringing new agents up to speed on products, processes and the productivity expected of them. Traditionally, contact centers have trained new agents using one-on-one coaching or classroom-style role-playing, where the focus is on imparting knowledge and customer service etiquette.

Call Center 117

Call Center Technology Gamification Coaching 117

CSM Magazine

OCTOBER 24, 2023

Have you been waiting for the day you can scale up your customer service operations without hassle? With the emergence of AI, your wait may be over. AI chatbots for customer service provide seamless customer support that businesses need to succeed. What is a Customer Service Chatbot?

Chatbots 52

Chatbots Customer Service Enterprise Customer Support 52

Hodusoft

SEPTEMBER 6, 2023

Some provide telemarketing services, some generate leads, some conduct market research, and some conduct telesales campaigns. Outbound lead generation is the process of targeting and contacting people who can be potential users of your product or service. What Is Outbound Lead Generation? They are cold leads.

Call Center 96

Call Center call center software Scripts Best practices 96

Hodusoft

DECEMBER 6, 2023

Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success.

call center software 59

call center software Scripts Call Center Personalization 59

Anexa BPO

APRIL 7, 2023

Here’s an alarming statistic for organizations that rely on a strong customer contact department – these businesses on average will lose approximately $600,000 annually because of “agent attrition”. How can brands and businesses ensure their customer contact agents are consistently fulfilled in their roles?

Bilingual agents 52

Bilingual agents outsourcing Surveys Customer Service 52

Cincom

JULY 18, 2023

Discover the Best Quote Software For Your Business Needs If your business is centered on selling complex products and solutions, then finding the right quote software can be a game-changing factor that not only enhances your customer experience, but also streamlines your entire quoting process.

CRM 52

CRM Sales Engineering Analytics 52

Cincom

JULY 18, 2023

If your business is centered on selling complex products and solutions, finding the right quote software can be a game-changing factor that not only enhances your customer experience, but also streamlines your entire quoting process. Your sales team will have the latest pricing at their fingertips.

CRM 52

CRM Engineering Analytics Sales 52

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. Invest in More Training and Coaching Opportunities.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

Balto

SEPTEMBER 12, 2023

With increased adoption of digital channels, competition from fintech services, and evolving customer expectations, the financial services industry has changed forever. For financial services providers, adapting to the fast-paced market shifts is crucial to thrive. Evolving customer expectations.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Global Response

APRIL 17, 2023

Are you looking to: boost productivity and efficiency among your team? improve customer satisfaction and results? streamline your processes and workflows? If so, a BPO call center partner can help. free up internal teams to focus on core business? So how do you find that perfect fit?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Blueship Call Center

NOVEMBER 28, 2023

Selecting an outsourcing partner that is both affordable and has highly skilled staff is essential for businesses looking to outsource to grow and enhance customer operations. But with so many BPO companies in the world, it may surely be difficult to choose one that offers customer-focused email service and a fast response time.

outsourcing 67

outsourcing Calibration Business Process Outsourcing Call Center 67

AWS Machine Learning

JUNE 15, 2023

In this post, we present a solution that D2L.ai used to address this challenge by using the Active Custom Translation (ACT) feature of Amazon Translate and building a multilingual automatic translation pipeline. In this post, we present a solution that D2L.ai Multiple translation sub-pipelines can be processed in parallel.

APIs 74

APIs Benchmark Best practices Engineering 74

NobelBiz

JULY 4, 2023

In today’s competitive business landscape, customer service plays a pivotal role. The efficiency and efficacy of your agents can significantly affect your company’s bottom line. These are instrumental in enhancing agent utilization, customer experiences and shaping business strategy.

Call Center 52

Call Center Contact Center First call resolution Construction 52

Mindtouch

JULY 13, 2020

A few years ago, Harvard Business Review predicted that by 2020, 85% of customers would choose self-service first. In retrospect, the surging demand for customer self-service was inevitable. The good news is that a viable self-service offering can be launched within a few weeks. No, that’s not a typo.

Self service 86

Self service Chatbots Contact Center Wait times 86

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. That’s why it can pay to use a customer service vendor management expert. The result?

outsourcing 52

outsourcing Management Customer Service Contact Center 52

Real Blue Sky

SEPTEMBER 12, 2023

Navigating the Complexities of Customer Service Outsourcing to Boost Efficiency, Customer Satisfaction, and Profitability Introduction Navigating the intricate maze of customer service is no small feat. That’s why it can pay to use a customer service vendor management expert. The result?

outsourcing 52

outsourcing Management Customer Service Contact Center 52

CSM Magazine

FEBRUARY 9, 2023

As a sub-section of customer services and support, field services plays a critical role in the service delivery ecosystem of many businesses. As such, it is important to understand that a company’s success in field services is directly linked to the quality of service they provide.

Customer Service 52

Customer Service Healthcare Chatbots Self service 52