Fri.May 10, 2024

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Navigating the Storm: A Guide to Handling Customer Service Escalations

CSM Magazine

In the world of customer service, escalations are the stormy weather every manager knows they’ll have to face. Customer support crews face sudden challenges just like storms rolling in out of nowhere, putting their strengths and abilities to the test across different industries. In those stormy moments is where excellent customer care makes a difference; it flips potential problems into opportunities for closer relationships.

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6 Things We Learned from EMEA CX Experts at XI Club Forum in Cologne

InMoment XI

Practical AI Strategies to Implement Today for Future Success The XI Forum Club, which took place in Cologne, Germany, gathered industry experts to explore the future outlook for customer experience. Below are the top six insights extracted from the event that have the potential to transform your CX strategy: #1: AI Paves the Way for Future CX Programmes Integrating artificial intelligence (AI) into CX strategies isn’t just about future-proofing; it’s about seizing opportunities now.

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How Memories Build Lasting Customer Relationships

Beyond Philosophy

A Master Class Part 2: Unlocking the Psychology of Customer Experience In this episode, we continue exploring the psychology behind Customer Experience, focusing on the role of memory. Customer loyalty hinges on how memories are formed and retained. Therefore, understanding memory formation is crucial for designing impactful experiences. Memory formation begins with encoding, where new information is processed and stored in the mind.

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When Talking About Aftermarket, It’s Time to Show You the Money

Middlesex Consulting

The post When Talking About Aftermarket, It’s Time to Show You the Money appeared first on Middlesex Consulting.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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12 Best Call Center QA Software 2024 | AmplifAI

Amplifai Coaching Category

Explore the best Call Center QA Software of 2024 with our comprehensive guide. Find the perfect call center QA solution to elevate your contact center's quality, compliance, and customer satisfaction.

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Customer Service: An Investment in Loyalty – Insights from Stacy Sherman & Seth Godin

Doing CX Right

Is "Customer Service Free"? What does this mean and how can it transform your brand? Read Stacy Sherman and Seth Godin's conversation. The post Customer Service: An Investment in Loyalty – Insights from Stacy Sherman & Seth Godin appeared first on Doing CX Right.

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Verint Lands $7 Million Deal to Ramp up AI-Driven Results for Fortune 500 Company

CSM Magazine

A Fortune 500 company has picked Verint to lead the way in AI-driven business solutions through a cutting-edge hybrid cloud strategy. The client will retain its current on-premises solutions while incorporating four AI-powered bots in the cloud, leveraging the Verint Open Platform. With the Verint Open Platform, client’s can effortlessly merge into hybrid cloud environments.

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Uncover Solutions to the Latest Customer Service Technology Trends

SaleMove

Stay ahead in customer service! Explore the latest trends and solutions in Customer Service Technology. Discover how innovation is transforming customer support. The post Uncover Solutions to the Latest Customer Service Technology Trends appeared first on Glia Blog | Digital Customer Service Explained.

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12 Meaningful Ways to Say Thank You for Your Order

CSM Magazine

As a Customer Service Manager, you recognize the value of a happy customer. One of the best ways to ensure customer satisfaction is by saying thank you in meaningful ways. A genuine expression of gratitude can help build relationships with customers and encourage them to return. It may seem like a small gesture, but it can make a significant impact on customer loyalty.

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Manual Call Reviews? Theres a Better Way!

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Virtual Assistant for Airbnb: Elevate Your Hosting!

Magellan Solutions

The vacation rental industry is booming, with Airbnb leading the charge. As of February 2024, Airbnb boasts 7.7 million active listings worldwide, resulting in six remarkable new check-ins occurring every single second across the platform. However, this success comes with challenges for hosts, who often find themselves overwhelmed with tasks such as responding to inquiries, managing bookings, and ensuring seamless guest communication.

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RingCentral Automates Workflows with New Integrated AI and Video Features

CSM Magazine

RingCentral has upgraded its platform to allow easy integration of AI, video, and social messaging features into workflows without coding. The new RingSense AI APIs enable users to generate transcriptions, summaries, and speaker identification from audio and video content. A Video API and SDK have been introduced to seamlessly integrate live video interactions into applications with features like closed captioning and chat functionalities.

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GreenOps, FinOps, And The Sustainable Cloud

Forrester's Customer Insights

The consistent, high-usage profile of data centers may lead us to believe that cloud data centers are markedly more sustainable than private cloud data centers. But data shows that public cloud now has a greater carbon footprint than the airline industry – a notoriously carbon-intensive segment.

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Yellow.ai Unveils Orchestrator LLM for Enhanced, Natural Customer Interactions

CSM Magazine

Yellow.ai just rolled out Orchestrator LLM, a smart agent model that steps up customer chats by pinpointing questions right on target, remembering past talks, and flipping through topics smoothly across different platforms. Orchestrator LLM leverages Large Language Models (LLMs) to understand customer intent and trigger appropriate actions. It operates efficiently without the need for prior training, making real-time decisions on workflow activation or conversational flow based on user requests.

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What Does it REALLY Mean to Put CX First?

The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

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Transform customer engagement with no-code LLM fine-tuning using Amazon SageMaker Canvas and SageMaker JumpStart

AWS Machine Learning

Fine-tuning large language models (LLMs) creates tailored customer experiences that align with a brand’s unique voice. Amazon SageMaker Canvas and Amazon SageMaker JumpStart democratize this process, offering no-code solutions and pre-trained models that enable businesses to fine-tune LLMs without deep technical expertise, helping organizations move faster with fewer technical resources.

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Understanding Customer Expectations in Financial Services: Key Strategies for Satisfaction

CSM Magazine

Understanding customer expectations is paramount in the landscape of financial services, where consumer trust and satisfaction are key to retaining clientele and maintaining a competitive edge. In this sector, customer experience ties directly to the perception of the institution’s reliability and expertise. Financial entities must not only meet but strive to exceed the standards that customers anticipate.

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AWS DeepRacer enables builders of all skill levels to upskill and get started with machine learning

AWS Machine Learning

In today’s technological landscape, artificial intelligence (AI) and machine learning (ML) are becoming increasingly accessible, enabling builders of all skill levels to harness their power. As more companies adopt AI solutions, there’s a growing need to upskill both technical and non-technical teams in responsibly expanding AI usage. Getting hands-on experience is crucial for understanding and applying ML concepts to automate tasks like content generation, language translation, and image classi