Mon.Jan 27, 2025

article thumbnail

From Cost Center to Revenue-Driver: Rethinking the Call Center Paradigm

InMoment XI

In a world where value is defined relative to the bottom line, its easy for call centers to come under scrutiny when it comes time for budget allocation. Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn.

article thumbnail

How to Use Contact Center Speech Analytics

Calabrio

Customer Interaction Analytics How to Use Contact Center Speech Analytics Share Speech analytics solutions gather insights into the performance of contact centers and other operating areas within an enterprise.These solutions analyze recorded conversations, which means that they know what is happening in the contact center and can often identify what needs to be done to resolve the issues.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

AI Reasoning Explained: Smarter Interactions, Better Results

TechSee

Artificial Intelligence (AI) is more than just automation; it’s about making smart decisions. That’s where AI Reasoning comes into play. Reasoning enables machines to think, learn, and make decisions based on data, experience, and context. In this blog post, I’ll explain what Reasoning is, why it matters in customer service, and how it elevates customer experiences.

article thumbnail

How to Use Contact Center Speech Analytics

Calabrio

Customer Experience How to Use Contact Center Speech Analytics Share Speech analytics solutions gather insights into the performance of contact centers and other operating areas within an enterprise.These solutions analyze recorded conversations, which means that they know what is happening in the contact center and can often identify what needs to be done to resolve the issues.

article thumbnail

Campaigns that Click: Practical Personalization Strategies to Boost ROI

Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified

Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.

article thumbnail

Image and video prompt engineering for Amazon Nova Canvas and Amazon Nova Reel

AWS Machine Learning

Amazon has introduced two new creative content generation models on Amazon Bedrock : Amazon Nova Canvas for image generation and Amazon Nova Reel for video creation. These models transform text and image inputs into custom visuals, opening up creative opportunities for both professional and personal projects. Nova Canvas, a state-of-the-art image generation model, creates professional-grade images from text and image inputs, ideal for applications in advertising, marketing, and entertainment.

Video 90

More Trending

article thumbnail

Create a SageMaker inference endpoint with custom model & extended container

AWS Machine Learning

Amazon SageMake r provides a seamless experience for building, training, and deploying machine learning (ML) models at scale. Although SageMaker offers a wide range of built-in algorithms and pre-trained models through Amazon SageMaker JumpStart , there are scenarios where you might need to bring your own custom model or use specific software dependencies not available in SageMaker managed container images.

article thumbnail

How Online Wholesale Stores Can Deliver Outstanding Customer Service

CSM Magazine

Excellent customer service isnt just a nice-to-have for online wholesale storesits a necessity. But how do you deliver that level of care when transactions happen entirely online? Its simpler than you might think. Small shifts in communication, support, and responsiveness can create loyal customers who choose your store every time. Understanding Customer Needs in Online Wholesale Understanding your customers needs is the foundation of providing exceptional service.

article thumbnail

Text Analytics vs. Sentiment Analysis: Understanding the Key Differences

Thematic

If you've read our article on the benefits of text analytics , then you already have an idea of how businesses use this powerful tool to uncover patterns and insights from unstructured data. But what about sentiment analysis? How does it fit into the picture? While both techniques revolve around analyzing text, they serve unique purposes and often complement each other in surprising ways.

article thumbnail

Multilingual Surveys: Unlock Global Customer Insights Effortlessly

SurveySensum

The limits of my language mean the limits of my world. Ludwig Wittgenstein Just using Englishor any one languagefor your surveys isnt enough to open the door to true connection. 1.5 billion people may get English, but what about the billions who dont? With over 6,500 languages spoken worldwide, relying on a single language for your surveys means missing out on truly understanding your audience.

Survey 52
article thumbnail

Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

article thumbnail

Interview with Ron Dutta from FLIP

rethinkCX

Whois Ron Dutta? Ron is a seasoned BPO and customer experience (CX) sales leader with extensive global experience across industries such as retail, travel, healthcare, banking, technology, and gaming. Passionate about digital transformation, he focuses on leveraging AI to solve real-world problems and drive innovation, particularly in startup environments where scalability is key.

Roadmap 52
article thumbnail

Celebrating Community Manager Appreciation Day at Gainsight

Gainsight

Happy Community Manager Appreciation Day! Today, were taking a moment to celebrate the incredible work of Community Managers, who play an essential role in building strong relationships with customers and fostering engagement strategies. Their efforts not only enhance customer experiences, but also drive business outcomes in powerful ways. At Gainsight, we believe in recognizing and cherishing these dedicated individuals, and weve crafted a special day just for them.

article thumbnail

Applied Labs Raises $4.2m to Make It Easy to Build High Quality AI Support and Ops Digital Employees

CSM Magazine

Applied Labs founders Soham Waychal and Michael Woo As businesses struggle with unreliable AI solutions, Scale AI veterans secure seed funding to bring maximum reliability to AI agents in support and operations. Every company today faces mounting pressure to deploy AI, but most solutions fall short on reliability and cannot handle complex, critical workflows.

Roadmap 52
article thumbnail

Things to Know About YouTube Creator Studio: A Quick Beginner’s Guide

Brandwatch CX

Learn how to effectively navigate the YouTube Creator Studio with practical tips and insights. Enhance your channel's management read the guide now!

Tips 52
article thumbnail

The Evolving Retailers Fulfillment Strategy: Meeting Demands with Agility

Speaker: Becky Parisotto and John Vurdelja

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

article thumbnail

Inside Engagement AI and ChurnZero’s AI capabilities for customer teams

ChurnZero

Could you increase your customer teams productivity by 30 to 50 percent in the next 18 to 36 months? Or, to put it another way, could a CSM on your team, currently managing a $2m book of business, handle a $3m book of business with the same effectiveness by the end of 2027? You might hesitate to answer, but this is what your board and executives will expect, says You Mon Tsangand to meet those expectations, youll need to get on board with an AI-powered customer program.

article thumbnail

Advertising on Instagram: A Guide to Creating Instagram Ads

Brandwatch CX

Discover effective strategies for successful Instagram advertising in 2025. Learn how to boost engagement and drive results. Read the article now!

article thumbnail

The Product Model Solves for Tech Debt

Forrester's Customer Insights

Product management and technical debt are top of mind for many digital and IT organizations, but people are unclear on the relationship between them both. Did you know that one is a solution for the other? Let me explain. How Does Tech Debt Arise?

article thumbnail

January 2025 Product Release Notes

Upwave

AI Campaign Insights Reports for Google Slides You can now select whether to access an AI Campaign Insights Report in Google Slides or download it in PowerPoint. AI Campaign Insights Reports are 100% AI-generated slide decks that clearly summarize overall performance, surface insights into whats driving it, and make concrete recommendations that you can apply in-flight or on future campaigns.

Report 26
article thumbnail

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

article thumbnail

Forrester’s 2025 Customer Obsession Awards: Share Your Story Of Creating Your Customers’ Best Journey

Forrester's Customer Insights

Our nomination period is open for our annual Customer Obsession Awards. Tell us how you centered your leadership, strategy, and operations on your customers you may have the opportunity to share your story on stage at one of our CX Summits.

article thumbnail

TikTok SEO for Ecommerce Brands: Unlocking Organic Growth

Retently

Table of Contents Key Takeaways The Basics of TikTok SEO Step-by-Step Guide to Optimizing TikTok Content for SEO Advanced TikTok SEO Strategies Emerging Trends in TikTok SEO Final Thoughts Lets face it: TikTok isnt just about dance trends and catchy soundtracks anymore. Its become a powerhouse for brands looking to connect with customers in a fun, engaging, and organic way.

article thumbnail

Third-Party VMware Support: A New Alternative On The Table

Forrester's Customer Insights

Tech buyers scrambling to get VMware support in the wake of the Broadcom deal are happy to hear about new third-party support service providers. Learn some of the pitfalls to avoid in evaluating these new providers.

article thumbnail

Top Tips to Maximize Your Winnings on 1Win Vietnam

CSM Magazine

Vietnamese online casino players are always looking for the best strategies on maximizing their winnings. You could get it done on a platform like 1Win Vietnam. This guide will feature tips on how you can get it done. While there are no guarantees for a win, using these tips will give you a bit of a strategic advantage. Playing your favorite online casino games can be fun and exciting.

Tips 52
article thumbnail

4 HR Priorities for 2025 to Supercharge Your Employee Experience

Speaker: Carolyn Clark and Miriam Connaughton

Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.

article thumbnail

Product Lifecycle Management Evolves To Underpin Smart Manufacturing

Forrester's Customer Insights

Three Steps To Prepare For Your PLM Evolution This time last year we analyzed that more than half of manufacturers planned to replace or upgrade their PLM platforms. Why? Because massive changes in markets, regulations, and technology drive the need to develop distinctive competencesin product innovation.