CSM Magazine

MAY 19, 2020

Documentation is extremely important in every aspect of customer service. At a help desk, a call center, or during a sale, documentation provides the foundation for that lead in the future. In addition, documentation allows managers to see what is working for customers and what isn’t working.

Tips 52

Tips Customer Service Customer Service Representative Call Center 52

Ecrion

MARCH 5, 2020

Managing customer service is one of the most involved and complex pieces of any business puzzle. Not only can great customer service make or break your success, but with so many moving parts, you need a seamless, user-friendly design. That’s where a document composition system can help. Let’s get into it!

System 77

System Fashion Guidelines Policies 77

Ecrion

FEBRUARY 28, 2019

The last thing your company needs, if it prints a ton of documents, are dynamic document production challenges. This is due largely because many document automation systems won’t allow you to do what your company requires. Your company needs a certain number of templates in order to create dynamic documents.

Software 62

Software Fashion eBook System 62

AWS Machine Learning

NOVEMBER 21, 2022

Organizations across industries such as retail, banking, finance, healthcare, manufacturing, and lending often have to deal with vast amounts of unstructured text documents coming from various sources, such as news, blogs, product reviews, customer support channels, and social media. Extract and analyze data from documents.

Metrics 78

Metrics Training Data Healthcare 78

Education Services Group

MARCH 30, 2022

When you build a customer journey map, you’re focused on the customer’s experience from their perspective. You chart every interaction with your customer, everywhere you engage with them and everywhere they engage with your product. Moments of connection: Cultivating relationships through commonality.

Customer Journeys 52

Customer Journeys Customer relationships Touchpoint e-support 52

Ecrion

APRIL 1, 2019

Creating high volumes of compliant customer-facing documents can be challenging in a regulation-heavy, fast-paced, customer-centric world. That’s what makes CRM document generation so important. The issue of customer data raises a challenge that CRM systems exist to address. What Is a CRM?

CRM 40

CRM Software Insurance Customer Relationship Management 40

Ecrion

APRIL 3, 2019

It doesn’t matter what industry your company is in, the one thing every business has in common across the board is document creation. There’s a lot that goes into great document creation software. The question is, do you understand what’s at stake for your company if you don’t have reliable document creation software?

Software 40

Software Customer Centricity Communication Interaction 40

Totango

NOVEMBER 16, 2023

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. billion active users worldwide.

Customer Success 107

Customer Success Touchpoint Meeting Interaction 107

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Sales 89

Sales Customer Success Customers Communication 89

AWS Machine Learning

JULY 8, 2022

OCR has been widely used in various scenarios, such as document electronization and identity authentication. Because OCR can greatly reduce the manual effort to register key information and serve as an entry step for understanding large volumes of documents, an accurate OCR system plays a crucial role in the era of digital transformation.

Training 86

Training Data System Management 86

Ecrion

NOVEMBER 12, 2019

Likewise, maintaining your customer base can be a challenge. McKinsey & Company describe the three C’s of customer satisfaction. They include customer-journey consistency, emotional consistency, and communication consistency. Studies show that document challenges account for a 21.3% loss in productivity.

Self Service 52

Self Service Tips Software Return on Investment 52

Ecrion

MARCH 7, 2019

It should come as no surprise to you that your customers are in the driver’s seat of change. Otherwise, your customers will look for another company. This is why automated document generation trends are important. It also means your company is doing what’s best for its customers. One of those ways is by using eDelivery.

Trends 40

Trends Social Media Insurance Software 40

NICE inContact

APRIL 24, 2019

In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience. In the digital age, much of the customer journey happens independently through tailored web experiences or applications. New Challenges. Last Mile CX. Last Mile CX Challenges.

Company 178

Company Contact Center Omni-Channel Insurance 178

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer. But what are they, really?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

TechSee

SEPTEMBER 21, 2023

Similarly, Generative AI must be multisensory, fusing text, voice, and vision to interact with and help users naturally. AI that can interact naturally with users has the potential to augment and automate every service interaction across every channel. This provides invaluable context to your conversation.

Meeting 109

Meeting Self Service Contact Center Virtual Agent 109

Gainsight

MARCH 26, 2024

As Customer Success enters its second decade, the industry has never been hotter. Organizations are seeing how the efforts of Customer Success professionals have a direct impact on a business’s bottom line. Filley’s first priority was understanding the health of the customers in her book of business.

Customer Success 52

Customer Success Metrics Touchpoint NPS 52

Ecrion

SEPTEMBER 19, 2019

So, have you considered a solution like legal document preparation software? If not, recognize that document preparation software can improve your law firm’s productivity and customer service. Investing in document automation software is a worthwhile investment for many reasons. Build Your Own Templates.

Case Study 52

Case Study Software Study Return on Investment 52

TechSee

JULY 24, 2023

No More Hold Music If your world is the call center and customer service, every second counts. The moments customers spend on hold shouldn’t be wasted. They hold immense potential for you not only to capture crucial information but also to turn the dreaded hold time into a positive customer experience.

Call Center 109

Call Center First Call Resolution Data CRM 109

AWS Machine Learning

APRIL 8, 2024

As we demonstrate in this post, LlamaIndex APIs make data access effortless and enables you to create powerful custom LLM applications and workflows. Choose Deploy and customize the deployment configuration. Whether you have data stored in databases or in PDFs, LlamaIndex makes it straightforward to bring that data into use for LLMs.

Knowledge Base 104

Knowledge Base Tools Data Training 104

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. This requires lower-tier customer service professionals to be enabled and empowered to step up when needed.

Customer Service 59

Customer Service Sports Banking Analytics 59

ECXO

APRIL 10, 2024

Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience This time we will explore the fascinating connection between Quantum Physics and Customer Experience. The state of a customer’s satisfaction or dissatisfaction can instantly influence the state of the business.

Connections 111

Connections Customer Experience Social Media Analysis 111

BirdEye

JULY 6, 2023

Staying in touch with customers helps businesses strengthen their relationships and build a stronger customer base. There are multiple avenues for businesses to reach out to their customers and make sure they notice every word. For these customers, direct mail can and does still work.

Connections 98

Connections Communication Video Customers 98

TechSee

FEBRUARY 19, 2024

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Increased Customer Convenience Customers appreciate swift and round-the-clock service.

Virtual Agent 124

Virtual Agent Chatbots Training Interaction 124

Ecrion

JULY 15, 2020

In 2020, people expect brand interactions to be focused on their needs. In fact, customers now value personalization more than price, so your company must treat your customers as individuals. With a CCM platform, you can leverage the key features required to humanize the interaction with your clients.

Infographics 97

Infographics Communication Self Service Interaction 97

AWS Machine Learning

NOVEMBER 22, 2023

Building a production-ready solution in AWS involves a series of trade-offs between resources, time, customer expectation, and business outcome. This IDP Well-Architected Custom Lens provides you the guidance to tackle the common challenges we see in the field. This post focuses on the Security pillar of the IDP solution.

Policies 89

Policies Data Resources System 89

Seaton CX

JANUARY 17, 2024

Before you invest in creating a customer journey map, there are a few questions you should ask yourself. You’re challenged to control or reduce costs while simultaneously improving agent retention and customer satisfaction—in an environment of rapid technology innovation and evolving customer expectations.

Customer Journeys 52

Customer Journeys Contact Center Comparison Exercises 52

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 96

Innovation Customer Success Customer Journeys How To 96

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. product documentation) and prompt the LLM to focus its answers on the information in the right documents.

Training 109

Training Interaction Chatbots Customer Centricity 109

eGain Blogs

FEBRUARY 13, 2024

Gen AI can extract questions from interaction history using best-practice, contextualized prompts in the knowledge platform. Create/curate: Gen AI can draft knowledge content, using long-form, complex documents, and other enterprise sources. It can adjust content for brand voice, interaction channel, and consumer persona.

Customer Service 40

Customer Service Knowledge Base Government Consumers 40

AWS Machine Learning

FEBRUARY 2, 2024

Overview of RAG The RAG pattern lets you retrieve knowledge from external sources, such as PDF documents, wiki articles, or call transcripts, and then use that knowledge to augment the instruction prompt sent to the LLM. Before you can start question and answering, embed the reference documents, as shown in the next section.

Analysis 97

Analysis Data System Examples 97

CSM Magazine

MAY 18, 2022

Improving your customer service can have a whole range of benefits to your business. Here are 5 key areas of customer service you should consider improving. Are your email addresses easy to find online or on customer documents? Then, consider how you might go about making your customer service calls better.

Chatbots 105

Chatbots Customer Service Customer Service Representative Social Media 105

AWS Machine Learning

JUNE 15, 2023

It features interactive Jupyter notebooks with self-contained code in PyTorch, JAX, TensorFlow, and MXNet, as well as real-world examples, exposition figures, and math. used to address this challenge by using the Active Custom Translation (ACT) feature of Amazon Translate and building a multilingual automatic translation pipeline.

Policies 80

Policies Training Data Examples 80

AWS Machine Learning

FEBRUARY 29, 2024

Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-party models. It then employs a language model to generate a response by considering both the retrieved documents and the original query.

Knowledge Base 119

Knowledge Base Study Healthcare Travel 119

Helpt

FEBRUARY 2, 2024

You had some issue with a product, you picked up the phone and dialed the customer support line, you explained your situation to the first agent, they didn’t know the answer so they sent you to another agent, you explain the situation again, rinse and repeat until eventually, someone gives you answer.

Analysis 97

Analysis Customer Satisfaction Interaction Culture 97

CSM Magazine

MARCH 25, 2024

“The customer is always right” is a timeless phrase. But if your customer is being unreasonable, or worse, abusive, should you simply hang up? Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. Here we explore this complex issue.

Policies 52

Policies Call Center Exercises Contact Center 52

AWS Machine Learning

MAY 16, 2023

Today we are excited to announce that Together Computer’s GPT-NeoXT-Chat-Base-20B language foundation model is available for customers using Amazon SageMaker JumpStart. In this post, we walk through how to deploy the GPT-NeoXT-Chat-Base-20B model and invoke the model within an OpenChatKit interactive shell.

Chatbots 91

Chatbots Training Interaction Analysis 91

AWS Machine Learning

JANUARY 8, 2024

AWS customers in healthcare, financial services, the public sector, and other industries store billions of documents as images or PDFs in Amazon Simple Storage Service (Amazon S3). In this post, we focus on processing a large collection of documents into raw text files and storing them in Amazon S3.

How To 92

How To Healthcare Data Policies 92