CSM Magazine

APRIL 23, 2024

This article aims to elucidate these disparities by exploring the features of each platform and how businesses can effectively utilize them based on their requirements. It typically offers functionalities such as document management, employee directories, collaborative workspaces, and news updates.

Social Media 52

Social Media Innovation Communication Resources 52

BlueOcean

FEBRUARY 14, 2024

Dig into the results and data so you can clearly identify and articulate the impact and value of these managed services to your own internal stakeholders. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) Ill-defined KPIs. A lack of clarity spells doom. Locking your data behind closed doors.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Experience Investigators by 360Connext

APRIL 23, 2024

Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Understanding Customer Experience Management (CEM) Let’s start at the beginning. Is this the same as Customer Relationship Management, or CRM?

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

TechSee

MARCH 5, 2020

Managers will often focus on improving employee productivity to keep customers happy and costs down. A report by HDI shows that when call center agent utilization rates approach 60–70%, the contact center will experience high attrition because they are pushing the agents too hard. Call Center Agent Utilization vs. Occupancy.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

Comm100

AUGUST 8, 2022

These bots are “trained” from existing reference materials like a knowledge base or FAQ bank. With a well-established knowledge base integrated, the chatbot can follow a pre-defined conversation flow based on rules to serve up an answer. In this article, we’ll answer your questions like “what is a chatbot?” What is a chatbot?

Chatbots 194

Chatbots Customer Service Knowledge Base Social Media 194

TechSee

SEPTEMBER 29, 2020

Staffing – make sure agents are utilized as efficiently as possible. Improve AHT with knowledge bases. Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Techniques to reduce call volume.

Call Center 196

Call Center Self Service Strategy Contact Center 196

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. In this post, we demonstrate how to build a RAG workflow using Knowledge Bases for Amazon Bedrock for a drug discovery use case.

Knowledge Base 115

Knowledge Base Study Healthcare Travel 115

CSM Magazine

NOVEMBER 7, 2018

With the rise of challenger brands, this has become particularly important for the utilities industry over recent years. Findings of the UK customer satisfaction index (UKCSI) earlier this year revealed that the utilities industry found themselves with a customer satisfaction score of 74.4 Keep the customer informed.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

COPC

JUNE 9, 2023

By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc.

Industry 114

Industry Customer Experience Analytics Training 114

Clarivate

JULY 27, 2023

Citation analysis is a data-driven method that enhances library collection management – enhanced by new integrated tools. Why use citation analysis for collection management? Moreover, citation analysis also plays a crucial role in understanding the development and evolution of scientific knowledge within different disciplines.

Analysis 92

Analysis Tools Management Report 92

TechSee

JUNE 29, 2023

Practical service automation requires a management layer that oversees and optimizes the LLM and integrates with the broader ecosystem of backend platforms and customer interfaces. Training an LLM to Know and Write Standing up an LLM-powered chatbot requires training, tuning, testing, and validating the LLM’s knowledge and guidance.

Chatbots 202

Chatbots Customer Service Customer Service Representative Wait Times 202

CSM Magazine

APRIL 16, 2024

Knowledgeable Staff: Support agents should be well-trained, equipped with the nuances of the casino’s operations, and able to provide accurate solutions swiftly. It involves a combination of timely, knowledgeable, accessible, and personalized service. Superior customer service ensures that the user experience is exceptional.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52

Magellan Solutions

AUGUST 4, 2023

Using these online collaboration tools will enhance productivity and the management system. AI-powered assistants can handle these mundane and time-consuming activities: Data entry Data visualization Email management Scheduling Team members can save time by delegating specific jobs to AI.

Tools 98

Tools Analysis Meeting Knowledge Base 98

Call Experts

JUNE 15, 2023

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. Today, utilities play an undeniably vital role in our daily lives. In this blog, we’ll explore the topic of using a call center for utilities and how it can enhance the overall customer experience. When Did Call Centers Become the Standard?

Contact Center 52

Contact Center Self Service Multi-Channel Customer Service 52

CSM Magazine

OCTOBER 26, 2023

Traditionally, these reviews were conducted by managers or supervisors who assessed the performance of their reports. Managers may only observe employees in situations leading to an understanding of their overall performance. This software utilizes customized surveys tailored to each employee’s role and responsibilities.

Software 52

Software Feedback Employee Engagement Culture 52

ImprintCX Articles

MARCH 5, 2024

Picture a scenario where customers are well-versed in your cost structures and negotiate from a position of knowledge. The traditional salesperson role is to navigate the sales process from the manufacturer’s perspective, leveraging knowledge and pricing arbitrage. This is the new reality, and for many, it can be a daunting prospect.

Self Service 52

Self Service Sales Social Media Travel 52

CSM Magazine

OCTOBER 26, 2023

Skills assessment software enables organizations to assess their workforce’s skills, knowledge, and abilities in an unbiased manner. By conducting assessments, organizations can pinpoint areas where employees may lack the necessary skills or knowledge to perform their jobs effectively.

Software 52

Software Training Leadership Employee Engagement 52

AWS Machine Learning

NOVEMBER 7, 2023

Large language models (LLMs) with their broad knowledge, can generate human-like text on almost any topic. RAG empowers LLMs by giving them the ability to retrieve and incorporate external knowledge. Instead of relying solely on their pre-trained knowledge, RAG allows models to pull data from documents, databases, and more.

Data 96

Data Comparison Guidelines Training 96

BirdEye

MARCH 29, 2024

In a recent survey of our expansive network of over 150,000 customers, it was discovered that 81% of businesses manage their social media strategies at the corporate level. These platforms can transform how you connect with clients and improve your real estate reputation management.

Social Media 59

Social Media Tips Sales Advertising 59

COPC

JANUARY 15, 2024

The first 90 days set the tone for the new hire’s relationship with the company, manager, and team.   Microlearning and spaced repletion can do the trick when it comes to knowledge retention. Lack of Manager Support   Coaching is an integral part of an effective onboarding process. Training must be continuous.

Employee Engagement 78

Employee Engagement Contact Center Training Call Center 78

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. Although enterprise knowledge bases have, over time, improved the customer experience, they can still be cumbersome and difficult to use.

Knowledge Base 98

Knowledge Base Chatbots Self Service System 98

SurveySensum

JANUARY 5, 2024

Their insights revealed a surge in “workout plans” and “nutrition tips” queries on their knowledge base. But the challenge is – How do we gather these VoC insights from the knowledge base? A fitness app team was analyzing its user interactions. Let’s dive in!

Knowledge Base 52

Knowledge Base Strategy e-support User Experience 52

AWS Machine Learning

JUNE 13, 2023

is a pioneering partner in the field of data utilization, helping companies create business and improve their management through the use of data. BrainPad has the advantage of providing a one-stop service from formulating a data utilization strategy to proof of concept and implementation. This is the power of knowledge sharing.

Chatbots 78

Chatbots User Experience System Study 78

Circular Edge

MARCH 4, 2024

Apps & Tools, Lift & Shift migrations, Attended Automation, integrated ERP/CX digital experiences in distribution, construction and real estate industries and one of the first JD Edwards Apparel Management implementations in the United States. Read Customer Success Stories See what more of our customers have to say.

Transportation 52

Transportation Apparel Sports Ecommerce 52

Circular Edge

MARCH 4, 2024

Leo IS Manager, Electrical Manufacturer My overall experience with Circular edge has been very positive. Utilizing the Smart Help approach has been a very flexible and economical way for us to scale our CNC resources and the technical support they provide, has been critical to the success of our project to upgrade to E1 9.2.2.2

Sports 40

Sports Ecommerce Case Study Resources 40

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. Understanding this dynamic is crucial, especially when customers are facing their most challenging times.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

CSM Magazine

APRIL 18, 2024

LLMs, on the other hand, can manage a much higher volume of customer inquiries simultaneously without any delay or fatigue. LLMs, on the other hand, can manage a much higher volume of customer inquiries simultaneously without any delay or fatigue. Here are some of the ways LLMs are being utilized: 1.

Social Media 52

Social Media Chatbots Analysis Customer Service Representative 52

NobelBiz

MARCH 26, 2024

It’s the art of utilizing technology to deliver personalized and efficient customer service without losing the human touch that customers value. Automated customer support: Utilizing automation to handle routine customer inquiries and issue resolutions, freeing up human agents for more complex tasks.

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

Magellan Solutions

NOVEMBER 15, 2023

They may quickly change the amount of agents they utilize and the hours they work without compromising the consistency or quality of their service. Shared call center services, for instance, can let a seasonal firm manage more calls during peak business hours and fewer calls during off-peak hours.

Call Center 52

Call Center Call Center Solutions Poor Customer Service Social Media 52

Magellan Solutions

APRIL 2, 2024

Accenture This makes Accenture stand out in the BPO Service field because they approach it comprehensively and utilize advanced technologies, e.g., AI and machine learning, to the fullest, whereby the delivered output is at its best. The right BPO company can be a game-changer for an SME.

Data 52

Data Company Innovation Leadership 52

ShepHyken

OCTOBER 29, 2021

Managing a support team can be a major challenge, as well as time-consuming, and expensive. Using a call center software that’s backed by knowledge management adds to the advantage. As a result, many establishments are utilizing call center tools that are based on KM these days. Omnichannel? . Call routing .

Call Center 76

Call Center Software Contact Center Knowledge Base 76

CSM Magazine

MAY 31, 2023

Keeping on top of your inventory management responsibilities isn’t always smooth sailing, and so it pays to be prepared for small hiccups and larger scale catastrophes alike. Utilizing an Inventory Management System (IMS) can automate much of the labor-intensive monitoring process, enabling you to make informed stocking decisions swiftly.

Management 52

Management How To Customer Satisfaction Trends 52

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 60

Self Service Trends Customer Service Chatbots 60

NobelBiz

FEBRUARY 6, 2024

This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Innovation 98

Innovation Strategy Contact Center Multi-Channel 98

Team Support

DECEMBER 8, 2023

Outline the essential features you require, such as knowledge base capabilities, live chat, omnichannel support, and integrations. Choose a customer support solution that offers omnichannel support, allowing your team to manage and respond to customer inquiries consistently across all channels.

Software 105

Software Omni-Channel Social Media Analytics 105

2020 Research

APRIL 18, 2024

By learning from other industries and incorporating measures to ensure compliance, healthcare research can effectively utilize AI tools while making informed decisions and maintaining regulatory standards. Here’s what they had to say: Q: As you think about the future of healthcare research, what excites you most?

Healthcare 52

Healthcare Industry Trends Innovation 52

SurveySensum

MARCH 28, 2024

There’s an art to managing coursework, exams, and, let’s not forget, the all-important self-care. Leveraging productivity techniques is like unlocking a new level in the game of academia, where better time management equals more moments for relaxation and less academic stress. Mastering this delicate balance?

Strategy 52

Strategy Study Roadmap Exercises 52