Beyond Philosophy

JULY 18, 2020

Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business. The goal is to mimic the human mind. The Big Mistake People Make with AI. Key Takeaways. There are many types of AI.

Customer emotions 286

Customer emotions Education Consulting Consulting 286

CCNG

JANUARY 31, 2024

According to a recent APQC Survey, 38% of leaders are now recognizing that managing knowledge is a strategic asset within the organization. The way a company manages knowledge is critical to the ability to pivot, drive, and sustain a growing company. It’s multi-faceted and takes a different mindset and approach. It can be overwhelming.

CCNG 195

CCNG Self service Best practices Chatbots 195

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. Not tying your efforts to a value is the downfall of many customer experience management programs. What brought this up was a podcast listener who had a pickle they wrote us about.

Customer emotions 195

Customer emotions Construction Surveys Finance 195

AWS Machine Learning

MAY 9, 2024

The rapid advancements in artificial intelligence and machine learning (AI/ML) have made these technologies a transformative force across industries. According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits.

Government 101

Government Best practices Benchmark Metrics 101

CSM Magazine

MAY 14, 2024

In this article, we aim to help you identify and understand the difference between harassment and bullying in the workplace. In this article, we aim to help you identify and understand the difference between harassment and bullying in the workplace. Both offences should be taken seriously. But is there a difference?

Enterprise 52

Enterprise Feedback Management Personalization 52

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Conversational AI leverages advances like Large Language Models to understand and respond to a wide range of user inputs.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Comm100

MARCH 14, 2024

The Bright Side: Chatbot Pros Immediate response, round-the-clock availability: Every list of the pros and cons of chatbots has to include the ability to provide immediate responses, 24/7. Chatbots have become a ubiquitous part of customer service and support.

Chatbots 91

Chatbots Customer Service Personalization Feedback 91

Connect

APRIL 18, 2024

In contact centres, the technology holds the potential to turn clunky chatbots into super-agents that deliver exceptional customer experiences 24×7, boost agent productivity, and drive business success by managing frontline engagement, offloading basic tasks from agents to boost contact centre capacity and first contact resolution (FCR) rates.

Virtual Agent 88

Virtual Agent Chatbots Average Handle Time Engineering 88

TechSee

JULY 17, 2023

Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. For more on IP risk management, see part 4 below.) Service leaders must strike a balance between automation and human intervention.

Best practices 109

Best practices Customer centricity Chatbots Education 109

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. Why should businesses lean into automation? Why should you lean into automation?

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. In this model, where you pay only for the contacts handled, the responsibility to manage efficiency and productivity lies with your outsourced partner. Realizing a reduction in FTE.

outsourcing 118

outsourcing Contact Center Call Center Customer Care 118

VirtualPBX

MAY 17, 2023

It is designed to understand and generate human-like responses, making it a valuable tool for automating customer support interactions. It is designed to understand and generate human-like responses, making it a valuable tool for automating customer support interactions.

Customer Support 98

Customer Support Best practices CRM Consulting 98

NobelBiz

APRIL 23, 2024

The debt collection industry is undergoing a major shift. Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Call Experts

OCTOBER 12, 2023

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. This simple statement underscores the importance of genuine human interaction, especially regarding customer service.

Interactive Voice Response 105

Interactive Voice Response Technical Support call center solutions Technology 105

NobelBiz

FEBRUARY 27, 2024

Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Achieving these goals requires a special balance between the human touch and technological innovation. Chatbots : AI-powered chatbots handle routine queries, providing quick and accurate responses.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

AWS Machine Learning

SEPTEMBER 22, 2023

Reinforcement Learning from Human Feedback (RLHF) is recognized as the industry standard technique for ensuring large language models (LLMs) produce content that is truthful, harmless, and helpful. RLHF has proven to be essential to produce LLMs such as OpenAI’s ChatGPT and Anthropic’s Claude that are aligned with human objectives.

Engineering 100

Engineering Feedback industry standards Benchmark 100

Global Response

MARCH 27, 2024

Understanding big data analytics in call centers First off, what is big data analytics? Advanced technologies like automatic call distribution (ACD) systems and interactive voice response (IVR) systems also contribute data. Call centers are increasingly turning to big data analytics as a pivotal tool for optimization.

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Call Experts

APRIL 8, 2024

Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance. This simple statement underscores the importance of genuine human interaction, especially regarding customer service.

Interactive Voice Response 52

Interactive Voice Response Technical Support Technology call center solutions 52

AWS Machine Learning

APRIL 16, 2024

Amazon Lex is a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in applications. Managing your Amazon Lex bots using AWS CloudFormation allows you to create templates defining the bot and all the AWS resources it depends on.

Management 89

Management Construction APIs Chatbots 89

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. Understanding and addressing LLM vulnerabilities, threats, and risks during the design and architecture phases helps teams focus on maximizing the economic and productivity benefits generative AI can bring.

Best practices 126

Best practices Government Engineering Accountability 126

Comm100

JANUARY 2, 2024

Imagine a world where customer service is not just responsive but anticipatory. Customized experiences: Generative AI in customer service goes beyond standard personalization; it crafts responses and solutions that adapt to the unique context of each customer, offering a level of customization that feels genuinely human.

Customer Service 73

Customer Service Chatbots Scripts Personalization 73

SmartAction

JUNE 9, 2023

Conversational AI has emerged as the bridge, enabling human-like conversations to help drive and solve customer queries. Conversational AI refers to the integration of artificial intelligence (AI) technologies into computer systems to enable human-like conversations between machine systems and humans.

Virtual Agent 74

Virtual Agent Chatbots Self service Feedback 74

AWS Machine Learning

SEPTEMBER 28, 2023

In either case, as knowledge management becomes more complex, generative AI presents a game-changing opportunity for enterprises to connect people to the information they need to perform and innovate. Generative AI understands context and relationships within the knowledge base to deliver personalized and accurate responses.

Enterprise 99

Enterprise Real estate Chatbots Construction 99

Comm100

MAY 7, 2024

So how can businesses rise to mee these expectations, while keeping a lid on budget and resources? Understanding the importance of streamlined customer service Streamlined customer service is more than just a buzzword—it’s a critical approach to meeting modern customer expectations.

Customer Service 52

Customer Service Chatbots Self service Analytics 52

AWS Machine Learning

NOVEMBER 22, 2023

Building a production-ready solution in the cloud involves a series of trade-offs between resources, time, customer expectation, and business outcome. Building a production-ready solution in the cloud involves a series of trade-offs between resources, time, customer expectation, and business outcome.

Best practices 87

Best practices Metrics Feedback Enterprise 87

BlueOcean

MARCH 19, 2024

Trusting in the process, and in your new partner’s ability to achieve that seamless switch, can be tough. In this blog post, we’ll explore how to effectively transition your outsourced customer care program and leverage the benefits of using a collaborative cloud-based project management platform along the way.

outsourcing 71

outsourcing Customer Care Best practices Management 71

Comm100

APRIL 2, 2024

Understanding CSAT and its importance Before we delve into how to improve CSAT score, it’s crucial to understand what CSAT is and why it matters. It involves teaching team members to genuinely understand and share the feelings of the customer. Now let’s explore how to improve CSAT score with a 6-step strategy.

Wait times 93

Wait times Feedback CRM Surveys 93

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

Call Center 105

Call Center Management Wait times Contact Center 105

AWS Machine Learning

MARCH 12, 2024

LLMs are designed to understand and generate human-like language, and are used in many industries, including government, healthcare, financial, and intellectual property. This can be accomplished with input data before being sent to a model or an LLM trained to redact their responses automatically.

Chatbots 93

Chatbots Healthcare Accountability Engineering 93

Nicereply

JANUARY 17, 2024

8 Regular Issues of Customer Complaints and How to Fix Them It’s essential to understand that most customer complaints arise from genuine concerns. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? That’s a remarkable ripple effect that no company can afford to ignore.

Complaint resolution 105

Complaint resolution Scripts Feedback Wait times 105

SmartAction

NOVEMBER 15, 2023

Underpinned by state-of-the-art technology, you can now have a conversation with virtual agents who will understand customer needs and address them quickly. Underpinned by state-of-the-art technology, you can now have a conversation with virtual agents who will understand customer needs and address them quickly.

Self service 99

Self service Virtual Agent Chatbots Analytics 99

Global Response

FEBRUARY 26, 2024

Understanding customer service excellence The first step is to truly understand what makes excellent customer service. To achieve this, several key factors need to be present in every interaction: Responsiveness : Customer service representatives quickly and efficiently respond to customer inquiries and concerns.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Global Response

MARCH 27, 2024

Include phrases agents can use to acknowledge they’re listening and understand the customer’s concerns. Flexibility for personalization: While providing a structured approach, your script should allow agents flexibility to personalize the conversation based on the customer’s responses and needs.

Scripts 62

Scripts Call Center Customer Service Coaching 62

Andrew Mcfarland

FEBRUARY 24, 2023

Resource managers are an essential part of any business. They manage resources such as time, money, and people to ensure that projects stay on track and objectives are met. We’ll also discuss some tips for resource managers to help them succeed. What is a resource manager?

Management 48

Management Education Finance Accountability 48

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? The most recent census reports that 21.4%

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Connect

DECEMBER 11, 2023

Expectations regarding human displacement by AI are not unfounded, with the World Economic Forum stating in its The Future of Jobs Report 2020 that AI will replace 85 million jobs worldwide by 2025. Training new agents has consistently demanded significant time and resources, impacting both operational efficiency and the bottom line.

Technology 92

Technology Average Handle Time Cloud contact First call resolution 92

COPC

MARCH 11, 2024

Early attrition poses a significant and costly challenge for contact centers. To address this issue, COPC Inc. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Having sales experience does not mean one excels at sales.)

Call Center 99

Call Center Gamification Coaching Employee engagement 99