Bill Quiseng
MAY 29, 2024
Corporate executives and CX influencers have traditionally advocated their business jargon, and their employees and customers have subserviently understood and followed them. For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service. The leaders then analyze their agents’ FCR metrics for First Contact Resolution.
ECXO
MAY 29, 2024
The Transformative Power of Cross-Functional Teams in Upgrading CX We all know the crazy and competitive landscape we are currently living in, right? This extremely challenging scenario of the modern business environment makes it essential for organizations to prioritize surpassing customer expectations. This involves delving deep into the nuances of customer needs and adopting an adaptable and responsive approach.
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IntouchInsight
MAY 29, 2024
Happy May! At Intouch Insight, we're dedicated to improving our software so you can provide great customer experiences. This month, we're excited to introduce a range of new features within the Intouch Insight Platform, aimed at further elevating your capabilities and efficiency.
AWS Machine Learning
MAY 29, 2024
Large multimodal models (LMMs) integrate multiple data types into a single model. By combining text data with images and other modalities during training, multimodal models such as Claude3, GPT-4V, and Gemini Pro Vision gain more comprehensive understanding and improved ability to process diverse data types. The multimodal approach allows models to handle a wider range of real-world tasks that involve both text and non-text inputs.
Speaker: Jason Cottrell and Gireesh Sahukar
Retailers know the clock is ticking–legacy SAP Commerce support ends in 2026. Legacy platforms are becoming a liability burdened by complexity, rigidity, and mounting operational costs. But modernization isn’t just about swapping out systems, it’s about preparing for a future shaped by real-time interactions, AI powered buying assistants, and flexible commerce architecture.
CSM Magazine
MAY 29, 2024
Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers. They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
BirdEye
MAY 29, 2024
Finding “The One” can be difficult. Some people use an app, some wait to run into the right person, and sometimes you can find them on Google. That’s right, we’re not discussing the romantic “One.” Instead, today, we’re exploring the quest for ideal local service providers using data from a recent research survey conducted by OnePoll on behalf of Birdeye.
West Monroe
MAY 29, 2024
In today’s changing business environment, firms are often challenged with designing and administering incentive compensation plans that are increasingly complex and support multiple organizational objectives—all while being fair, transparent, and compliant. Organizations that lack a properly designed incentive compensation plan face significant risks: demotivation, high turnover, and misalignment with strategic goals.
Brandwatch CX
MAY 29, 2024
Top tips for building an effective social media plan that's tied to your business objectives and delivers great results.
Circular Edge
MAY 29, 2024
MRB Process in RMA with Scrap and Material Destruction process in Pharma Industries Join live: Wednesday, July 3, 2pm Eastern The Material Review Board, or MRB, is a critical function in Pharmaceutical industry to improve quality. Join this webinar to learn how to carry out the MRB process in JD Edwards from RMA Authorization all the way through material dispositions.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
West Monroe
MAY 29, 2024
In today’s changing business environment, firms are often challenged with designing and administering incentive compensation plans that are increasingly complex and support multiple organizational objectives—all while being fair, transparent, and compliant. Organizations that lack a properly designed incentive compensation plan face significant risks: demotivation, high turnover, and misalignment with strategic goals.
Circular Edge
MAY 29, 2024
MRB Process in RMA with Scrap and Material Destruction process in Pharma Industries Join live: Wednesday, July 3, 2pm Eastern The Material Review Board, or MRB, is a critical function in Pharmaceutical industry to improve quality. Join this webinar to learn how to carry out the MRB process in JD Edwards from RMA Authorization all the way through material dispositions.
Gainsight
MAY 29, 2024
Much of the work we do on the community team is thought of as an investment. Build the foundation today and eventually your company will see results. Of course, online community grows exponentially in value over time, but there are immediate benefits that can’t be ignored. Veeam, a modern data protection solution founded in 2005, is proof that both the immediate and ongoing benefits of peer-to-peer community engagement are critical for today’s organizations.
Circular Edge
MAY 29, 2024
A Cross-Platform Approach to Mitigating Finance Risk Join live: Wednesday, June 12, 11am Eastern De-risking a key financial process in JD Edwards requires collaboration between IT & Finance. In this session, you’ll hear directly from JD Edwards customer ACCO Engineered Systems about how they identify and mitigate risks in their financial processes through comprehensive, collaborative deployments of their JD Edwards environment, Medius Accounts Payable solution, and ALLOut Security platform.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
SurveySparrow
MAY 29, 2024
Planning and executing an event can be nerve-wracking. And when we’re focused on our own little event tunnel, from strategy and venue to content, promotion and registration, it’s easy to lose sight of the people at the other end of it all – our audience. That’s why event feedback is crucial. So in this article, we will walk through the definition of event feedback, who can benefit from it, how to create an event feedback survey (plus report), best practices for creating one, an
CSM Magazine
MAY 29, 2024
I hosted a really thought-provoking panel discussion recently at Sabio’s Disrupt event in London, joining executives from across sectors to explore the critical topic of vulnerability in the contact centre. The panel, featuring leaders from global tech, outsourcing, financial services, and nonprofit organisations, delved into the evolving definition of vulnerability, its impact on colleagues and customers, and the role that cutting-edge technology plays in creating a more empathetic an
Amplifai Coaching Category
MAY 29, 2024
55+ Customer Service Statistics.
Team Support
MAY 29, 2024
In the fall of 2020, POMS Corp., a leader in the manufacturing industry, decided that enough was enough. For years, the POMS support team had battled a ticketing system that seemed to create more problems than it solved. Support requests were frequently buried and lost, only to resurface too late. Some tickets were even left unanswered, leading to unsatisfied customers and frustrated team members.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Forrester's Customer Insights
MAY 29, 2024
You soon may be able to build an algorithm that makes algorithms work for you. Introducing the digital double: a consumer-owned, algorithmically driven AI agent.
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