Tag: CCaaS
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Empowering Agents: How Contact Center Technology can Boost Agent Productivity and Engagement
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In the highly competitive business world of today, delivering excellent customer service is more important than ever before. Customers are becoming increasingly demanding, expecting fast and efficient service across multiple channels. As a result, businesses are investing heavily in contact center technology to empower their agents to deliver exceptional customer…
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Unlocking the full potential of Amazon Connect
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It has been a pleasure to connect (pun intended), talk and eventually collaborate with Eliza Taylor to co-author this blog. We are both passionate about this topic pf org change management for large transformational projects, specially those that involve customer service. This topic is an area that I have also…
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Creating a Customer-Centric Culture
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In today’s business landscape, customer satisfaction has become a top priority for companies across all industries. Customers have more options than ever before, and their expectations are constantly evolving. In response, companies are increasingly adopting customer-centric approaches to drive customer satisfaction, retention, and loyalty. The contact center is often the…
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The Rise of Agential AI in Customer Service: A New Paradigm of Intelligent Support
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The landscape of customer service is experiencing a transformative revolution with the emergence of agential artificial intelligence – sophisticated AI systems that demonstrate agency, autonomy, and purposeful behavior. Moving beyond the capabilities of conventional AI that simply responds to prompts, agential AI systems actively engage in decision-making, maintain persistent memory,…
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Improving customer engagement with modern voice experiences
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Read my latest blog on transforming your contact center experience with Amazon Connect’s cutting-edge voice AI capabilities co-authored with varun tripathi and Kyle Moeller from TTEC Digital . From Custom Text-to-Speech to Voice Focus, discover how these modern features are creating more natural, personalized customer interactions while boosting operational efficiency.…
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Building a Seamless Omnichannel Experience: Why Customer Engagement Should Span Across All Channels
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In today’s fast-paced and interconnected world, customer engagement has become increasingly important for businesses to succeed. Customers expect a seamless experience across all channels, from browsing products on a website to receiving support via social media. They want to be able to connect with your business when they want using…
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The Power of Data-Driven Insights: Leveraging Analytics to Optimize Contact Center Performance
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In today’s digital age, customer service has become a key factor in the success of any business. With the rise of technology and the increasing expectations of customers, contact centers have become a vital aspect of delivering exceptional customer experiences. Companies that prioritize customer service are more likely to succeed…
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Revolutionize CX in your contact center through IVR modernization
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I recently co-authored a blog with Jack Godfrey, Global Sales Director of Client Management & Channel at Connect (a UK based SI, not to be confused with Amazon Connect) wherein we talked about Revolutionize CX in your contact center through IVR modernization. Sharing the same here… https://aws.amazon.com/blogs/contact-center/revolutionise-cx-in-your-contact-centre-through-ivr-modernisation