BlueOcean

JULY 2, 2024

Let’s start with our obvious bias: we are a small player in the global outsourcing industry. So, while you’re thinking that this is just going to be a promo piece saying boutique is better than the big guy, hear us out. Our position is: one size does not fit all when it comes to customer care. There are scenarios where one of the Big Four multinational outsourcers is going to be the right choice AND there are scenarios where a smaller partner could be the best option.

Contact Center 156

Contact Center Customer Care Wait Times Leadership 156

IntouchInsight

JULY 2, 2024

Curious to learn how Intouch Insight's CX Platform and Mystery Shopping Services help High's achieve consistent customer experience goals year after year?

Case Study 156

Case Study Customer Experience Study Customers 156

Helpware

JULY 2, 2024

Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always the MVP of customer experience.

Examples 89

Examples Customer Service Fashion Communication 89

Kustomer

JULY 2, 2024

Earlier this year, we launched KIQ Agent Assist , an AI-powered agent copilot designed to empower agents with automated communication personalization capabilities, making them more efficient and effective. Today, we are thrilled to announce the addition of enhanced reporting capabilities as part of Agent Assist. In the realm of customer support, having detailed insights into your team’s performance and the tools they use is crucial.

Report 88

Report Exceptional Customer Service Customer Satisfaction Metrics 88

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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.

Customer Experience

ShepHyken

JULY 2, 2024

More and more, customers are open to using self-service solutions. Our customer experience research shows that while customers might prefer the human touch, some expect digital, self-service solutions. In certain cases, they even demand it. And it’s not just in customer service. Consider Amazon, the perfect example of a self-service retailer. From researching to purchasing a product, and even in most customer service situations, everything is a self-service experience.

Self Service 83

Self Service Training Contact Center Customer Service Training 83

Lithium

JULY 2, 2024

Hello Atlas members! If you still need to sign up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today ! Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access.

Self Service 52

Self Service Analytics Video NPS 52

CSM Magazine

JULY 2, 2024

In an era where customer expectations are skyrocketing, businesses are scrambling to find the secret sauce for meaningful engagement. Enter ContactBabel’s latest report, ‘ The Inner Circle Guide to Customer Engagement & Personalisation 2024-25 ‘ This report is a true ‘treasure trove’ of insights that promises to encourage new thinking when it comes to how organisations can connect with their customers.

Loyalty 52

Loyalty Effort Score Roadmap Groups 52

NobelBiz

JULY 2, 2024

What is a Telemarketing Call Center ? A telemarketing call center is a specialized contact center where trained agents make and receive calls to promote products or services, conduct market research, or provide customer support. These call centers are crucial for businesses aiming to boost sales, enhance customer engagement, and gather valuable feedback.

Call Center 52

Call Center Contact Center Contact Center Software Customer Satisfaction 52

SurveySparrow

JULY 2, 2024

91% of the customers listen to the voice of other customers before purchasing something. Therefore, keeping your customers happy and satisfied is crucial. One way to do this is through implementing proper customer feedback system. What is a customer feedback system, you ask? Well, that’s what we are here for. Read on to learn more about the concept, its importance, and how to create one for your business.

System 52

System Feedback Loyalty Programs Survey 52

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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Brad Cleveland Blog

JULY 2, 2024

What’s happening with contact center workload? Is the work handled by agents declining as AI capabilities become more robust and prevalent? Are calls being supplanted by digital channels and self-service? These are important questions—the answers will impact your budgets, hiring, … Continue reading → The post What’s Happening with Contact Center Workload?

Contact Center 47

Contact Center Self Service Multi-Channel Call Center 47

Forrester's Customer Insights

JULY 2, 2024

As retail media networks have grown and diversified, so have the problems in adtech. Ad fraud, made-for-arbitrage, and AI-Generated content farms are multiplying, riddling the once “easy” task of programmatic buying with brand-safety pitfalls.

Retail 32

Retail Brands Advertising B2C 32

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Widely adopted across industries, NPS has faced increasing scrutiny for its limitations in offering a complete view of the customer experience.

NPS 321

NPS Feedback Net Promoter Score B2C 321

AWS Machine Learning

JULY 2, 2024

In November 2023, we announced Knowledge Bases for Amazon Bedrock as generally available. Knowledge bases allow Amazon Bedrock users to unlock the full potential of Retrieval Augmented Generation (RAG) by seamlessly integrating their company data into the language model’s generation process. This feature allows organizations to harness the power of large language models (LLMs) while making sure that the generated responses are tailored to their specific domain knowledge, regulations, and busines

Knowledge Base 97

Knowledge Base Healthcare Interaction Government 97

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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? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

ChurnZero

JULY 2, 2024

Think fast – what’s the first thing that pops into your head when I say digital customer success? I’m willing to bet that you just conjured images of automated customer-facing communications. Regardless of any positive, negative, or indifferent emotions the term triggers for you, it’s likely where your thoughts jumped to first. That’s an absolutely fair and logical thought pattern.

Customer Success 52

Customer Success Case Study Financial Meeting 52

AWS Machine Learning

JULY 2, 2024

With the rise of generative artificial intelligence (AI), an increasing number of organizations use digital assistants to have their end-users ask domain-specific questions, using Retrieval Augmented Generation (RAG) over their enterprise data sources. As organizations transition from proofs of concept to production workloads, they establish objectives to run and scale their workloads with minimal operational overhead, while optimizing on costs.

Knowledge Base 87

Knowledge Base Resources Data Exercises 87

Alida

JULY 2, 2024

How will AI impact market research and insights teams? The research field has been slower than other industries to adopt AI due to security, transparency, and integration concerns. Yet, as demands for rapid results increase and research becomes more democratized across business functions, AI adoption is expected to grow.

Marketing 130

Marketing Industry Customer Insights Customers 130

AWS Machine Learning

JULY 2, 2024

Originally PyTorch used an eager mode where each PyTorch operation that forms the model is run independently as soon as it’s reached. PyTorch 2.0 introduced torch.compile to speed up PyTorch code over the default eager mode. In contrast to eager mode, the torch.compile pre-compiles the entire model into a single graph in a manner that’s optimal for running on a given hardware platform.

Metrics 93

Metrics Software How To Study 93

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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