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How Contact Center Optimization Can Improve Your Bottom Line

InMoment XI

As you look to improve your business, consider contact center optimization. This will improve your business by enhancing operational efficiency, elevating customer satisfaction, and fostering a more agile and responsive customer service environment. What is Contact Center Optimization?

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A Deep Dive into Conversational Intelligence

InMoment XI

What is Conversation Intelligence Conversation intelligence refers to the ability to understand, analyze, and optimize human conversations, particularly in the context of business interactions. This optimization leads to increased customer satisfaction and loyalty.

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5 Top Customer Service Articles of the Week 8-16-2021

ShepHyken

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. is a multi-billion dollar industry, one that’s growing all the time.

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Deploy self-service question answering with the QnABot on AWS solution powered by Amazon Lex with Amazon Kendra and large language models

AWS Machine Learning

Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. Customers now want to apply the power of large language models (LLMs) to further improve the customer experience with generative AI capabilities. For example, when asked “What is Amazon Lex?”,

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WHAT IS CUSTOMER JOURNEY MANAGEMENT, AND IS IT IMPORTANT?

inQuba

More than ever, customers interact with organizations on journeys that cut across touchpoints, often managed by different functions. As such, their journeys are multi-touch, omni-channel and cross functional. Customers can be guided personally and contextually depending upon their behavior and goals. McKinsey & Co.

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10 Common Call Center Challenges

Magellan Solutions

million Filipinos are currently employed in the industry (Contact Center Association of the Philippines (CCAP)). No wonder the call center industry remains to be the ‘sunshine industry’ through the years. In some call center companies, they don’t regard contact center efficiency savings as a “nice to have”.

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Live Chat Best Practices

BlueOcean

In a world fueled by technology and a culture plagued by busy-ness, where many people turn to texting and instant messaging as their first and fastest route of communication, it makes sense why live chat is a growing channel for customer support. Understanding Where Live Chat Falls in the Customer Journey.