Magellan Solutions

MARCH 22, 2024

Technology has become integral to business operations, enabling companies to expand their teams, reach broader customer bases, and streamline processes. However, managing IT systems can overwhelm business owners, particularly those without dedicated in-house IT departments, and this is where outsourced IT services come into play.

Software 52

Software System Resources Communication 52

Magellan Solutions

APRIL 1, 2024

Technology is the backbone of modern business, but keeping up with IT demands can be overwhelming. Managed IT support and services can be the solution to alleviate those technology headaches by handing them over to the experts. What is Managed IT Support? The big benefit? Predictable costs!

Management 52

Management Software System Training 52

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.

Financial 94

Financial Training Metrics Analysis 94

BlueOcean

FEBRUARY 21, 2017

Yes, they need to be great communicators and they need to have the chops to navigate call center systems and software in their sleep, but the best skills and personality traits differ from agent to agent, depending on the brand, the type of customer service, and the specific support channel.

Contact Center 225

Contact Center Multi-Channel Call Center Training 225

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?

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. What Is a Chatbot?

Chatbots 216

Chatbots Omni-Channel Analysis Interaction 216

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 Training Contact Center Software Strategy 79

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. After all, how will clients know about your business and its offerings? Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service.

Communication 97

Communication Social Media Self Service Touchpoint 97

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?

Innovation 124

Innovation Self Service Chatbots Call Center Solutions 124

Magellan Solutions

APRIL 16, 2024

Your website is often the first thing potential customers see when interacting with your business. Research indicates that 94% of users base their initial impression of your company on your website design, forming their opinion in just 50 milliseconds. Did you know? So, what are you waiting for? Pretty neat?

Company 52

Company Guidelines Tips Call Center 52

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 Average Handle Time Study Feedback 78

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 Net Promoter Score NPS Average Handle Time 52

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.”

Marketing 85

Marketing Travel e-support Entertainment 85

Magellan Solutions

NOVEMBER 20, 2023

According to 60% of business executives, superior customer service enhances customer retention. Customers are crucial to your business’s success in the ever-changing business world. Outsourced outbound call center services can capture and hold your audience’s attention. Read along!

Call Center 52

Call Center e-support Abandon Rate Sales 52

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. – Use social media as a key customer service channel. Everyone texts.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

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 Connections Engagement Video 86

Magellan Solutions

DECEMBER 12, 2023

Imagine this: You’ve availed yourself of a product or a service but still have a lot of questions in mind. On average, 51% of companies use at least eight channels to interact with customers, including emails, social media, websites, phones, live chat, and in-store. You’ve tried calling their hotline, but the wait time is too long.

Omni-Channel 52

Omni-Channel Customer Experience Social Media CRM 52

BirdEye

NOVEMBER 21, 2023

Running an interior design business presents unique challenges, from sourcing materials and managing client expectations to navigating the ebb and flow of design trends. Juggling creative expression with the practicalities of project management and client interactions adds complexity.

Marketing 111

Marketing Social Media Advertising Tips 111

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.

Data 93

Data Comparison Guidelines Training 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 Knowledge Base Abandon Rate Resources 81

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 Knowledge Base Exceptional Customer Service 52

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 Training Technology Gamification 117

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?

Fashion 75

Fashion Training Data Examples 75

Gainsight

FEBRUARY 2, 2024

The customer success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. As a result, it’s common for these customers to quickly abandon new platforms. In short, customer training leads to customer retention.

Training 52

Training Course Consulting Software 52

BirdEye

JANUARY 16, 2024

The chefs are your sales team, the servers are your customer service representatives, and the diners are your clients. Chaos would ensue, with dissatisfied customers and a disorganized staff. What are the benefits of CRM integration in your business? Imagine a bustling kitchen in a restaurant.

CRM 59

CRM Management Social Media System 59

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 Engagement Self Service Omni-Channel 148

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.

Policies 74

Policies Training Data Examples 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.

Interaction 52

Interaction Call Center Engagement Contact Center 52

SurveySensum

APRIL 1, 2024

Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand. Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust.

Brands 52

Brands Case Study Social Media Feedback 52

SurveySparrow

AUGUST 14, 2023

We’ve all been there—experienced a bad customer experience (CX) that leaves us feeling disappointed and even reluctant to return. Bad customer experiences can have far-reaching consequences, impacting customer loyalty, brand reputation, and ultimately your bottom line. What is Customer Experience?

Omni-Channel 52

Omni-Channel Examples Customer Experience Self Service 52

Magellan Solutions

OCTOBER 4, 2023

Despite the shift to online transactions in the business realm, many customers and businesses still want to close the deal personally. This means that if you want to boost your business, don’t cram on social media alone. It’s vital that you partner in customer support solutions too!

First Call Resolution 52

First Call Resolution Social Media Average Handle Time Customer Satisfaction 52

SurveySparrow

OCTOBER 1, 2023

Customer service is no longer a mere exchange of goods and services. Do you remember the last time you received truly exceptional customer service? If you do, the fact that you recall it is proof of high-touch customer service! Let’s make sure your customers do.

Customer Experience 52

Customer Experience Customer Service Self Service Chatbots 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Comm100

JUNE 26, 2018

Coaches are focused on improving performance during the moment, and the skills required for an excellent coach are very distinct. Many companies have now started to realize that excellent customer service is essential to the success of the business. This is where a coach comes into play. Coaching Skills. External Coach.

How To 106

How To Training Culture Customer Service Training 106

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 Self Service Training Healthcare 52

C3Centricity

JULY 20, 2020

He said: “Never give in, never, never, never, never” If you are interested, you can read his full speech – which is not a lot longer! Another recent post of mine concentrated on why companies fail in their adoption of a customer-first strategy. You can never learn from success” Sir James Dyson, British Designer.

Innovation 194

Innovation Leadership How To Marketing 194

CSM Magazine

FEBRUARY 12, 2024

Welcome to the dawn of a new era in customer service, where the metaverse is rapidly transforming how businesses interact with their customers. With 60% of internet users projected to engage in metaverse environments by 2030, the urgency to adapt customer support strategies has never been more critical.

Customer Service 52

Customer Service Apparel Chatbots Interaction 52