The Cognitive Contact Center (CCC) provides interactions that deliver on these changing customer expectations based on the cognitive ability to understand, reason, and learn from every interaction. With the ability to speak using natural, freeform language, the CCC helps the customer by understanding and leveraging data from various sources. By learning from each interaction, the combination of Watson and Blueworx interactive voice response (IVR) continuously drives towards creating a truly incredible customer experience
Addressing the contact center opportunity, discuss five important contact center trends, and explain how companies can embrace these trends to create a smart strategy that can improve the top and bottom line.
Addressing the contact center opportunity, discuss five important contact center trends, and explain how companies can embrace these trends to create a smart strategy that can improve the top and bottom line.
Wim Rampen, chief marketing officer CX Company: emoties spelen een belangrijke rol in de ervaring van een klant met jouw merk. Hoe kun je daarop inspelen?
Many customer experience leaders are finding that intelligent assistance (IA) is the best way to introduce artificial intelligence (AI) into their contact center. How are they doing that? Download this slide share to understand practical use cases of IA in the contact center and get a roadmap template to get AI-ready.
You’ll learn:
- The current state (and stats) of contact center AI
- 5 applications of Intelligent Assistance tech in the contact center
- How IA can affect 4 different roles
- 3 common roadblocks for AI adoption and how to overcome them
Here is something cool we did. We’ve mapped out the entire HR life cycle and identified areas where chatbots can help increase productivity and decrease costs.
Check out our document to find more.
Engage and service customers through the channels of their choice with AI powered continuous service capabilities. Deliver speed and flexibility with minimum processing times, responsiveness, and needs-based service. Unify SMS, social media, live chat, email, messaging and chatbots into conversations with customers to give them what they need, when they need, delivered at their preferred channel.
Beyond Chat How To Boost Online Sales With Rich Media Customer EngagementToke Tangkjaer
E-Commerce shopping cart abandonment rates remain shockingly high as 62% of all potential purchasers abandoned their shopping carts in the first quarter of 2009. What’s behind the continued high attrition?
Top Chatbot Development Company in India |Chatbot Development Services in IndiaSnehaDas60
Looking for Chatbot development services? We provide custom Chatbot development solutions applying innovative technologies to enhance interactivity & engagement with your client to the next level. Also, our well-defined and manageable processes are balanced between cost, time and quality along with clear communication.
Our chatbot developers provide highly intelligent and sophisticated Chatbot solutions that can be implemented into diverse domains such as e-commerce, customer support, entertainment, delivery services or healthcare.
Contact us now!
The Emerging Customer Experience Platform TrendBackbase
In the past, organizations built websites, portals, and mobile apps, based on their internal silos. They did not realize how the web and customer expectations would evolve. In an effort to keep up, they created even more silos by complicating their channels further with disconnected and disparate tools.
Today, the goal is to create a comprehensive technology platform that provides a set of services that enable enterprises to quickly streamline their digital customer interactions, regardless of the legacy systems that have been holding them back in the past. We call this the Customer Experience Platform; a dynamic new layer that is deployed over existing systems to deliver a superior customer experience, anytime, anyplace, and on any device, while at the same time giving e-business teams control over the entire online customer journey.
In this webinar, Backbase CEO & Co-Founder Jouk Pleiter, together with Global Head of Marketing, Jelmer de Jong, discuss The Emerging Customer Experience Platform Trend. Introducing the ‘CXP’ which integrates a set of core features, including WCM, Portal, Mobile, Forms, Digital Marketing, Social, and Analytics.
Read more about our vision: http://blog.backbase.com/3816/backbase-vision-user-experience-platform/
Digital Customer Care in 2018 - best practices from 12 expertsJulien Rio
12 customer service international experts share their best tips for an optimal customer care strategy.
Omni-digital, customer experience, customer satisfaction, NPS, FCR, every aspect of the contact centre strategy reviewed by experts.
Digital Banking: Enhancing Customer Experience; Generating Long-Term Loyalty ...Cognizant
To stay profitable and grow in the new digital economy, banks need to adopt a customer-centric business model, diversify online delivery of products and services channels and begin making meaning from valuable trails of digital information.
Digital Marketing Strategies for Financial ServicesBackbase
Presentation by Jim Marous and Jay Dillemuth in the Backbase webinar on Digital Marketing Strategies for Financial Services.
The rise in digital technologies is transforming how bank marketers can reach, engage and deliver value to their customers. With a proliferation of media channels, financial marketers must understand these new digital tools and be in a position to implement digital strategies that add value to the marketing mix and integrate with already established marketing and business practices.
This webinar will discuss several digital marketing strategies that are being successfully used by financial organizations to reach digitally savvy audiences. Tools will be presented along with examples of ways to gain a competitive advantage online
REVOLUTIONIZE CUSTOMER INTERACTIONS WITH CONVERSATIONAL AIEnterprise Bot
Know how industry leaders are leveraging AI to improve
efficiencies, cut down costs and boost revenue.
With this whitepaper, we aim to help global enterprises recognize the power of cutting-edge conversational AI solutions in transforming their customer experience. Our next-gen digital assistant will help enterprises solve real business problems with greater ease and efficiency without losing the human touch.
Boost your NPS in 30 days. Share your use cases with us: https://hubs.ly/H0NXCxL0
10 Ways to Increase Agent Productivity Through Contact Center Automation.pptxNovelVox
Contact center automation refers to the process of letting technology take over repetitive and manual tasks. Ranging from RPA (Robotic Process Automation) to conversational (voice and chatbot) assistants, the whole landscape of contact center processes is getting transformed.
Here are ten ways why contact center automation merits our attention and has proven itself to be the future of contact center customer communication:
For more information:
Url: https://www.novelvox.com/
Email: marketing@novelvox.com
Phone No: +18885448081
Digital banking has witnessed unexpected growth, and it’s fast becoming the primary channel of interaction between customers and banking services providers.
Wim Rampen, chief marketing officer CX Company: emoties spelen een belangrijke rol in de ervaring van een klant met jouw merk. Hoe kun je daarop inspelen?
Many customer experience leaders are finding that intelligent assistance (IA) is the best way to introduce artificial intelligence (AI) into their contact center. How are they doing that? Download this slide share to understand practical use cases of IA in the contact center and get a roadmap template to get AI-ready.
You’ll learn:
- The current state (and stats) of contact center AI
- 5 applications of Intelligent Assistance tech in the contact center
- How IA can affect 4 different roles
- 3 common roadblocks for AI adoption and how to overcome them
Here is something cool we did. We’ve mapped out the entire HR life cycle and identified areas where chatbots can help increase productivity and decrease costs.
Check out our document to find more.
Engage and service customers through the channels of their choice with AI powered continuous service capabilities. Deliver speed and flexibility with minimum processing times, responsiveness, and needs-based service. Unify SMS, social media, live chat, email, messaging and chatbots into conversations with customers to give them what they need, when they need, delivered at their preferred channel.
Beyond Chat How To Boost Online Sales With Rich Media Customer EngagementToke Tangkjaer
E-Commerce shopping cart abandonment rates remain shockingly high as 62% of all potential purchasers abandoned their shopping carts in the first quarter of 2009. What’s behind the continued high attrition?
Top Chatbot Development Company in India |Chatbot Development Services in IndiaSnehaDas60
Looking for Chatbot development services? We provide custom Chatbot development solutions applying innovative technologies to enhance interactivity & engagement with your client to the next level. Also, our well-defined and manageable processes are balanced between cost, time and quality along with clear communication.
Our chatbot developers provide highly intelligent and sophisticated Chatbot solutions that can be implemented into diverse domains such as e-commerce, customer support, entertainment, delivery services or healthcare.
Contact us now!
The Emerging Customer Experience Platform TrendBackbase
In the past, organizations built websites, portals, and mobile apps, based on their internal silos. They did not realize how the web and customer expectations would evolve. In an effort to keep up, they created even more silos by complicating their channels further with disconnected and disparate tools.
Today, the goal is to create a comprehensive technology platform that provides a set of services that enable enterprises to quickly streamline their digital customer interactions, regardless of the legacy systems that have been holding them back in the past. We call this the Customer Experience Platform; a dynamic new layer that is deployed over existing systems to deliver a superior customer experience, anytime, anyplace, and on any device, while at the same time giving e-business teams control over the entire online customer journey.
In this webinar, Backbase CEO & Co-Founder Jouk Pleiter, together with Global Head of Marketing, Jelmer de Jong, discuss The Emerging Customer Experience Platform Trend. Introducing the ‘CXP’ which integrates a set of core features, including WCM, Portal, Mobile, Forms, Digital Marketing, Social, and Analytics.
Read more about our vision: http://blog.backbase.com/3816/backbase-vision-user-experience-platform/
Digital Customer Care in 2018 - best practices from 12 expertsJulien Rio
12 customer service international experts share their best tips for an optimal customer care strategy.
Omni-digital, customer experience, customer satisfaction, NPS, FCR, every aspect of the contact centre strategy reviewed by experts.
Digital Banking: Enhancing Customer Experience; Generating Long-Term Loyalty ...Cognizant
To stay profitable and grow in the new digital economy, banks need to adopt a customer-centric business model, diversify online delivery of products and services channels and begin making meaning from valuable trails of digital information.
Digital Marketing Strategies for Financial ServicesBackbase
Presentation by Jim Marous and Jay Dillemuth in the Backbase webinar on Digital Marketing Strategies for Financial Services.
The rise in digital technologies is transforming how bank marketers can reach, engage and deliver value to their customers. With a proliferation of media channels, financial marketers must understand these new digital tools and be in a position to implement digital strategies that add value to the marketing mix and integrate with already established marketing and business practices.
This webinar will discuss several digital marketing strategies that are being successfully used by financial organizations to reach digitally savvy audiences. Tools will be presented along with examples of ways to gain a competitive advantage online
REVOLUTIONIZE CUSTOMER INTERACTIONS WITH CONVERSATIONAL AIEnterprise Bot
Know how industry leaders are leveraging AI to improve
efficiencies, cut down costs and boost revenue.
With this whitepaper, we aim to help global enterprises recognize the power of cutting-edge conversational AI solutions in transforming their customer experience. Our next-gen digital assistant will help enterprises solve real business problems with greater ease and efficiency without losing the human touch.
Boost your NPS in 30 days. Share your use cases with us: https://hubs.ly/H0NXCxL0
10 Ways to Increase Agent Productivity Through Contact Center Automation.pptxNovelVox
Contact center automation refers to the process of letting technology take over repetitive and manual tasks. Ranging from RPA (Robotic Process Automation) to conversational (voice and chatbot) assistants, the whole landscape of contact center processes is getting transformed.
Here are ten ways why contact center automation merits our attention and has proven itself to be the future of contact center customer communication:
For more information:
Url: https://www.novelvox.com/
Email: marketing@novelvox.com
Phone No: +18885448081
Digital banking has witnessed unexpected growth, and it’s fast becoming the primary channel of interaction between customers and banking services providers.
The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.
The New Tech Experience: Innovation, Optimization, and CollaborationAggregage
Learn how to streamline productivity and efficiency with machine learning and artificial intelligence in this exclusive webinar with expert innovator Paul Weald. Embrace automation, collaborate with new technology, and watch how you can thrive!
Delivering excellent customer services also means that satisfied customers can turn into brand ambassadors.
Studies show that customers return if they are given consistently good customer services. And that they tend to give up on a purchase due to poor service. Or even switch to a competitor.
Advanced call centre outsourcing services,inbound call centre have already raised the bar with consistent, swift, AI-powered support
The Future of Contact Centers Artificial IntelligenceJim Iyoob
It is not possible to have your company everywhere all the time, right? But today’s customers want it fast, they want it good and they want it their way. Your customer will leave you if it’s not their way; you can expect up to 95% of them to tell their friends, family and co-workers about their bad experience. Matt Rocco and I have put in a lot of work together to write “The Future of Contact Centers”.
The Arts & Science of Delivering Exceptional Customer Experience Steve Chirokas
The words of wisdom written by famous artists and scientists truly transcend time and
place. They can be a catalyst for inspiring successful contact center best practices. With today’s cloud-based contact center technology, there are many ways to build meaningful relationships with customers. Both the “art” of cultivating the one to- one relationship with customers and the “science” of leveraging the technology to your advantage are the keys to achieving success.
5 Ways How AI Benefits Customer ExperienceNiharika Gupta
Customer Experience is an essential factor for any business, and merging Artificial Intelligence technology can benefit it in a lot of ways.
Let's see 5 ways how AI benefits the customer experience of any organization.
This becomes a crucial step in building a first-party database, as cookies are now being discontinued. You can use this information to calibrate brand communication, deliver targeted messages, and improve their experiences based on their preference.
Moreover, the machine learning abilities help you learn about your customers more as they interact and help build accurate buyers’ personas.
Considering the human factor
While implementing your chatbot, you must consider the human factor. Having a poorly configured chatbot can be detrimental to your strategy.
Further, customers become quite uncomfortable sharing their personal information with a robot, and you must inform them that they are conversing with a chatbot before delivering the solutions.
The solution to this dilemma is to build a chatbot according to your brand personality. It should act according to your brand’s values and maintain a human-like conversation.
You should consider their interests, needs, and preferences based on the customer data. Here, you should visualize and outline the actual process of having a conversation with the customer as a human.
You should also determine the conversation’s vocabulary, warning signs, and local slang and act appropriately.
The impact of humanizing your conversation has a far-reaching effect. It helps you deliver an engaging discussion and improve customer satisfaction as they grow comfortable using the chatbots.
Round the clock customer support
As consumer expectations grow, delivering high-quality customer support becomes necessary. A faster response system that answers customer queries around the clock can provide a seamless customer experience.
You can improve the chatbot performance by “teaching” the machine learning algorithms to take care of the primary issues of customers. Then, as customers receive immediate assistance, the experience improves.
Improving sales with Chatbots
Chatbots can be a valuable medium to reduce frictions in the customers’ purchase journey. As chatbots are capable of developing user personas from the first interaction itself, they can identify the customer pain points and bottlenecks quite effectively.
Consequently, they can offer them help, support, and relevant information to make the process more convenient. The chatbots can also be leveraged to develop a predictive path for the customers based on their previous activities or online behavior, increasing the buying intent.
As chatbots better understand the user persona, they can deliver an opportunity to convert the customers faster.
Eliminating the human-error factor
Chatbots are primarily used to deal with the most redundant tasks. These tasks were often prone to human errors due to manual interactions and data collection.
Eventually, these resulted in customer dissatisfaction due to the slow and erroneous response systems. Chatbots help reduces customer discontent and improves brand satisfaction by making the process error-free and smooth.
Moreover, the
How artificial intelligence works in call center softwareSindhav Bhageerath
Artificial Intelligence is changing call center software in different yet subtle ways. There is no doubt that today’s AI powered contact center solutions are miles ahead of the previous generation ones and deliver a delightful customer experience while making life easy for agents.
Accenture's Applied Customer Engagement (ACE) is a proven approach to re-thinking and revitalizing contact center operations for the digital era. Read more.
“Customers may forget what you said, but they will never forget how you made them feel.” – Carl W. Buehner
This timeless quote by Carl W. Buehner beautifully captures the essence of customer relationships in the business world. According to Forbes, customer-centric companies outperform their peers, boasting a remarkable 60% increase in profitability.
In this context, the role of Cognitive Process Automation (CPA) tools cannot be overstated. These tools are the linchpin of modern customer engagement, enabling businesses to consistently provide personalized, efficient, and value-driven experiences. With CPA tools, every customer interaction becomes an opportunity to create a positive and memorable connection. This subsequently translates to transforming the customer experience, crafting a tale of satisfaction and delight.
How to use conversational artificial intelligence (AI) to create happy customer experiences.
Why Happy?
Because customers & businesses aren’t happy today. 86% of customers would pay for a better experience, which compounds into a $1.6 Trillion problem globally for businesses.
Happiness is also a contagious business objective.
By improving, automating and scaling how businesses build relationships with people you can make both yout customers and your bottom line happy. Win-win! :)
RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
Premium MEAN Stack Development Solutions for Modern BusinessesSynapseIndia
Stay ahead of the curve with our premium MEAN Stack Development Solutions. Our expert developers utilize MongoDB, Express.js, AngularJS, and Node.js to create modern and responsive web applications. Trust us for cutting-edge solutions that drive your business growth and success.
Know more: https://www.synapseindia.com/technology/mean-stack-development-company.html
Memorandum Of Association Constitution of Company.pptseri bangash
www.seribangash.com
A Memorandum of Association (MOA) is a legal document that outlines the fundamental principles and objectives upon which a company operates. It serves as the company's charter or constitution and defines the scope of its activities. Here's a detailed note on the MOA:
Contents of Memorandum of Association:
Name Clause: This clause states the name of the company, which should end with words like "Limited" or "Ltd." for a public limited company and "Private Limited" or "Pvt. Ltd." for a private limited company.
https://seribangash.com/article-of-association-is-legal-doc-of-company/
Registered Office Clause: It specifies the location where the company's registered office is situated. This office is where all official communications and notices are sent.
Objective Clause: This clause delineates the main objectives for which the company is formed. It's important to define these objectives clearly, as the company cannot undertake activities beyond those mentioned in this clause.
www.seribangash.com
Liability Clause: It outlines the extent of liability of the company's members. In the case of companies limited by shares, the liability of members is limited to the amount unpaid on their shares. For companies limited by guarantee, members' liability is limited to the amount they undertake to contribute if the company is wound up.
https://seribangash.com/promotors-is-person-conceived-formation-company/
Capital Clause: This clause specifies the authorized capital of the company, i.e., the maximum amount of share capital the company is authorized to issue. It also mentions the division of this capital into shares and their respective nominal value.
Association Clause: It simply states that the subscribers wish to form a company and agree to become members of it, in accordance with the terms of the MOA.
Importance of Memorandum of Association:
Legal Requirement: The MOA is a legal requirement for the formation of a company. It must be filed with the Registrar of Companies during the incorporation process.
Constitutional Document: It serves as the company's constitutional document, defining its scope, powers, and limitations.
Protection of Members: It protects the interests of the company's members by clearly defining the objectives and limiting their liability.
External Communication: It provides clarity to external parties, such as investors, creditors, and regulatory authorities, regarding the company's objectives and powers.
https://seribangash.com/difference-public-and-private-company-law/
Binding Authority: The company and its members are bound by the provisions of the MOA. Any action taken beyond its scope may be considered ultra vires (beyond the powers) of the company and therefore void.
Amendment of MOA:
While the MOA lays down the company's fundamental principles, it is not entirely immutable. It can be amended, but only under specific circumstances and in compliance with legal procedures. Amendments typically require shareholder
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
Sports events - Golf competitions/billiards competitions/company sports events: dynamic and challenging
⭐ 𝐅𝐞𝐚𝐭𝐮𝐫𝐞𝐝 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬:
➢ 2024 BAEKHYUN [Lonsdaleite] IN HO CHI MINH
➢ SUPER JUNIOR-L.S.S. THE SHOW : Th3ee Guys in HO CHI MINH
➢FreenBecky 1st Fan Meeting in Vietnam
➢CHILDREN ART EXHIBITION 2024: BEYOND BARRIERS
➢ WOW K-Music Festival 2023
➢ Winner [CROSS] Tour in HCM
➢ Super Show 9 in HCM with Super Junior
➢ HCMC - Gyeongsangbuk-do Culture and Tourism Festival
➢ Korean Vietnam Partnership - Fair with LG
➢ Korean President visits Samsung Electronics R&D Center
➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
Enterprise Excellence is Inclusive Excellence.pdfKaiNexus
Enterprise excellence and inclusive excellence are closely linked, and real-world challenges have shown that both are essential to the success of any organization. To achieve enterprise excellence, organizations must focus on improving their operations and processes while creating an inclusive environment that engages everyone. In this interactive session, the facilitator will highlight commonly established business practices and how they limit our ability to engage everyone every day. More importantly, though, participants will likely gain increased awareness of what we can do differently to maximize enterprise excellence through deliberate inclusion.
What is Enterprise Excellence?
Enterprise Excellence is a holistic approach that's aimed at achieving world-class performance across all aspects of the organization.
What might I learn?
A way to engage all in creating Inclusive Excellence. Lessons from the US military and their parallels to the story of Harry Potter. How belt systems and CI teams can destroy inclusive practices. How leadership language invites people to the party. There are three things leaders can do to engage everyone every day: maximizing psychological safety to create environments where folks learn, contribute, and challenge the status quo.
Who might benefit? Anyone and everyone leading folks from the shop floor to top floor.
Dr. William Harvey is a seasoned Operations Leader with extensive experience in chemical processing, manufacturing, and operations management. At Michelman, he currently oversees multiple sites, leading teams in strategic planning and coaching/practicing continuous improvement. William is set to start his eighth year of teaching at the University of Cincinnati where he teaches marketing, finance, and management. William holds various certifications in change management, quality, leadership, operational excellence, team building, and DiSC, among others.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
2. 2b l u e w o r x . c o m
Everyone who manages a contact center knows the objective. However, very few are using all
the tools available to get the results that are needed. It is apparent that AI is making big moves in
customer experience and if you are not considering how to take hold of it within your own contact
center, you very well may be left behind. Creating a cognitive interaction with customers is driving real
results in customer loyalty and wallet share for companies across all industries. Are you one of them?
If not, your competition might be starting to market to your customers the benefits of their cognitive
contact center.
Imagine for a moment calling into a local business outfitted with an interactive voice response system
that is meant to automate the routing of your call and get you to the right person. You know right away
whether this experience will be good – or bad.
You are presented with generic routing options of which none address the reason you are calling. You
repeat the menu again, only to be frustrated that nothing matches what you are calling about. The
next, and seemingly only option, is to just press zero to get to a live agent. This process translates to
lost opportunity and lost money, not to mention a frustrated customer and agent.
What if that experience could be completely different – even
enjoyable? Imagine if, when you called, you were greeted with
a natural, free-form conversational manner – “How can I help
you today?”. A fluid conversation that lets you speak freely and
actually get what you need. Of course, you can still opt to speak
to a person, but it will be the right person, and actually you
quite like this self-service that you’ve become accustomed to
on websites and apps. In addition, the system understands and
learns from each interaction to improve and deliver more relevant
and personalized options.
This approach offers customers a more engaging experience.
We call this the “Cognitive Contact Center” and you can achieve
it by layering AI as a higher-level thinking process atop those
traditional IVR systems’ call routing. By leveraging the natural
language speech-to-text and applying intelligent applications,
your customer experience can deliver on the balancing act of
two conflicting agendas (the business and its customers) and
ultimately offer an amazing customer experience.
How can I help
you today?
AI
3. 3b l u e w o r x . c o m
What is the Cognitive Contact Center? A center that unlocks the customer experience opportunity by
leveraging data from external, internal, structured, unstructured, voice, and visual sources in order to
deliver a unique and enjoyable experience for customers.
The Cognitive Contact Center (CCC) provides interactions that deliver on these changing customer
expectations based on the cognitive ability to understand, reason, and learn from every interaction.
With the ability to speak using natural, freeform language, the CCC helps the customer by
understanding and leveraging data from various sources. By learning from each interaction, the
combination of Watson and Blueworx interactive voice response (IVR) continuously drives towards
creating a truly incredible customer experience.
So, how do you create this experience with Watson and implement Artificial Intelligence (AI) with
your interactive voice response to deliver a more efficient and natural interaction? How can you
continuously improve the quality of every customer interaction with confidence? It’s all about how
you take advantage of Watson and Blueworx IVR to deliver a natural, knowledgeable, and relevant
customer experience each and every time.
Cognitive Contact Center
4. 4b l u e w o r x . c o m
There are three tenets to the Cognitive Contact Center: Interaction, Knowledge, Learning. Individually,
they can improve the interaction with the caller, but together deliver an experience that rivals a human
agent.
INTERACTION
The IVR is the first touch your customer has with your business/brand when they contact you; each
and every call is a brand impression. Does your brand personality come through or are you simply
routing based on your own internal departments and silos?
A solution that engages with the customer with personalized, fluid speech, allows them to
communicate their needs in the most natural way possible. No repeating information or waiting on the
phone forever to speak to an agent.
By using AI conversation services with your IVR, the caller’s intents can be understood even if their
speech doesn’t fit into the programmed grammars. There’s less chance of a robotic request to repeat
themselves, and less time is required to develop the application as the keywords or grammars don’t
need to be exhaustive.
Artificial Intelligence can transform the interaction. The key is making that interaction customized,
relevant, and natural to the caller every time.
KNOWLEDGE
With a more intelligent interaction, customers feel engaged and understood. We now shift to using our
understanding of the caller’s intent along with AI to provide the caller or agent with the knowledge they
require. Gone are the days of massive knowledge bases that offered policies and procedure that an
agent had to wade through to get an answer or direction.
AI makes every interaction smarter, faster, and more productive for the customer and the agent. It
has the opportunity to significantly reduce the cost to serve customers by gathering and providing
information to the customer and offering a resolution or recommendation before they need to hit an
agent. This can include cross-selling new services or other benefits that the customer should consider
and an agent may never get too due to call resolution times.
The key is discovering the links between the massive quantity of unstructured data already held in the
company and leveraging that knowledge in a productive and efficient way.
Unlocking the Power of the Cognitive Contact Center
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LEARNING
Every customer interaction provides the opportunity to improve and this continuous learning is
key to building a truly autonomous self-service. To begin with, the AI engine can learn from human
interactions until sufficient knowledge has been assimilated such that the AI engine is able to offer
suggestions to agents. As the engine continues to learn, it is able handle many calls itself with fall-
back to a human agent.
With AI, gathering data from each customer interaction across channels enables you to exceed the
expectations of customers in terms of service quality and problem resolution. As more information is
available the more relevant and personalized and even proactive your business can be for customers.
Engaging in AI learning creates a closed loop process where all inputs are gathered, analyzed and
leveraged for future interactions. As this process increases so does the opportunity for more autonomy
within the contact center, enabling agents to focus on other higher value issues such as cross-selling
to customers.
A combination of the fluid AI Interaction with AI Knowledge and closed-loop, continuous learning
enables increasing automation that engages with customers in new ways, unlocking insights that
likely would be missed by standard research methods. It’s like having the power of thousands of data
analyst at your fingertips delivering actionable insights at the speed of light for each and every call.
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All of this intelligence in the contact center sounds great, right? However, many contact center leaders
stare blankly when it comes to actually developing a strategy to implement AI in their own contact
center. There are certainly many ways to develop and deploy a solution that best fits your business
without reconstructing everything you have already built.
We call this the 5 levels of Autonomy, each building upon the other in order to create the ultimate
customer experience. No one is interested in a rip and replace of any part of the contact center
ecosystem, yet we want the benefits of new technology. Our goal is to provide a roadmap that can
get you immediate benefits with low risk and that can help you meet the growing demands of your
customer’s expectations.
New speech
engines
Natural
Sounding
Speech
L E V E L 1 L E V E L 2 L E V E L 3
Levels of Contact Center Autonomy
L E V E L 4 L E V E L 5
Agent-assisted
Cognitive
Information
Highly automated
Virtual Agent
Fully autonomous
Cognitive
Interaction
Directed Dialog Directed Dialog Directed Dialog Directed Dialog
Natural
Language
Conversation
Cognitive
Conversation
Mapping Your Cognitive Strategy with 5 Building
Blocks to Intelligent Autonomy
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1. NATURAL SOUNDING SPEECH
A great first step is to implement advanced
speech within the Interactive Voice Response
(IVR) creating a more natural interaction for
customers. Replacing a standard DTMF
call flow that directs customers with various
prompts and menus with that of Watson
Speech-to-Text and Watson Text-to-Speech.
2. COGNITIVE CONVERSATION
Building on the base of a more natural
sounding speech application, the next step
is to add Natural Language Understanding
(NLU), creating a much more fluid conversation.
This guides a customer to the appropriate
application within the call flow in a seamless
process, that allows them to easily speak their
request and land in the appropriate application
for support.
3. COGNITIVE INFORMATION
Increasing in the levels of autonomy with
natural language and conversation provide
paths for intelligent routing and handling of
calls within the IVR, increasing overall call
containment and call resolution for customers.
The next step is to support agents in analyzing
information across channels in order to provide
customers with quick resolution to an issue.
Customers appreciate reaching a live agent
only if they are knowledgeable and can solve
their problem. The application attempts to
solve the problem, providing information to
the agent for call resolution. In addition, this
level of interaction and data analysis can
create opportunities for agents to cross-sell
and up-sell customers on services or products
that fit their profile (personalizing offers to
increase attachment rates). Watson Cognitive
reduces the time on the phone the agent
needs to spend researching or investigating
a customer’s issue and delivers a relevant
and valuable solution in a quick and efficient
manner. This is the new “knowledgebase” that
requires nothing on the part of the agent but to
review the recommendations for resolution.
4. VIRTUAL AGENT
At this stage, any directed dialog within
the application is minimal, setting up for a
complete autonomous self-service experience.
With Watson Cognitive, the application
attempts to solve the problem and provide
the information directly to the customers with
no agent interaction. This highly automated
interaction delivers information to the
customers using a Virtual Agent vs. a live
agent. This enables live agents to focus on
more high value or complicated issues with
customers.
5. COGNITIVE INTERACTION
This level of application is fully autonomous.
The customer uses freeform speech to request
information or report their need for support.
The system responds with a relevant answer
based on the mass amount of data analysis
and machine learning across thousands of
interactions. Each interaction enables the
system to become smarter and make decisions
with confidence. Ask Watson and get back
insights you can trust and are most relevant to
your customer’s specific request. Each call is
transformed into a more relevant and relational
experience.
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Ultimately, in order to stay competitive, businesses need to automatically route callers, reduce talk
time, and maximize agent hours, while at the same time customers simply need a quick resolution
and be delighted with the experience. These conflicting agendas are where we meet the tipping point
between customer satisfaction and costs. Customers are more demanding today with staggering
statistics that businesses must take note of in order to keep and strengthen customer loyalty and
satisfaction.
Access to information and data is at the click of a mouse or swipe of a finger and we collectively
spend much of our daily lives searching and reviewing everything online. This digital age brings with
it many challenges to keep up with the demands of customers that are now accustomed to getting
information and commodities quicker. Plus, many customers now prefer never to talk to an agent at
all—using a more intelligent, self-service approach to complete their task.
Are you ready for a Cognitive Contact Center?
Contextual Profile
recent calls, service requests
Unstructured Data
news, forums, blogs
Business Profile
products, business volume
Sentiment and Mood
angry, sad, joy
Demographic Profile
gender, geo, region, status
Social Media
tweets, Facebook updates
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This is why now is the time for businesses to be forward-thinking when working on customer
engagement strategies in order to deliver on the demands of the new consumer. No longer will a
generic IVR routing to departments that are not interlocked be acceptable to consumers.
The Cognitive Contact Center can unlock insights into the customer experience delivering a unique
and enjoyable experience for customers. It offers your business the opportunity to keep up in real time
with the changing needs and behaviors of customer’s expectations. The ability to understand, reason,
and learn from every interaction and deliver a response that is valued and trusted is why you should
be considering how to take the steps to create a cognitive experience for your customers.
Improving the quality of each and every conversation by leveraging mass amounts of data from a
number of sources and then continuing to learn and grow in knowledge is the key to creating an
autonomous self-service success story.
Our team of Cognitive experts are ready to help you start planning your strategy today. Learning
from each interaction, the combination of Watson and Blueworx interactive voice response (IVR)
continuously drives towards creating a truly amazing customer experience. Let us show you the path
forward to higher level customer satisfaction.
Contact us at www.blueworx.com.