CCNG
JULY 17, 2024
If you received a penny for every time you heard “automation” or “AI” in the contact center, you could pay off the national debt in about a month. These terms are thrown around and used interchangeably. However, understanding the differences between these technologies is crucial for any organization striving to optimize operations in its contact center.
Bill Quiseng
JULY 17, 2024
QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there!
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AWS Machine Learning
JULY 17, 2024
AWS announced the availability of the Cohere Command R fine-tuning model on Amazon SageMaker. This latest addition to the SageMaker suite of machine learning (ML) capabilities empowers enterprises to harness the power of large language models (LLMs) and unlock their full potential for a wide range of applications. Cohere Command R is a scalable, frontier LLM designed to handle enterprise-grade workloads with ease.
Totango
JULY 17, 2024
“Success is revenue. You get success right; your revenue is coming.” – Charlie Sonnenberg, VP Sales, Totango + Catalyst Customer-led growth is the only way to protect and sustain revenue growth. Bold statement? Perhaps, but industry data backs up this claim—SaaS companies are putting more resources and more strategic focus behind retaining and growing revenue from the existing customer base.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
AWS Machine Learning
JULY 17, 2024
As a customer, you rely on Amazon Web Services (AWS) expertise to be available and understand your specific environment and operations. Today, you might implement manual processes to summarize lessons learned, obtain recommendations, or expedite the resolution of an incident. This can be time consuming, inconsistent, and not readily accessible. This post shows how to use AWS generative artificial intelligence (AI) services , like Amazon Q Business , with AWS Support cases, AWS Trusted Advisor ,
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
JULY 17, 2024
Explore Cisco's efforts in Africa to promote digital equality, tech access, and gender equity. Then, join the learning community.
OctopusTech
JULY 17, 2024
Social media is an integral part of most businesses’ marketing strategies these days. Platforms like Facebook, Instagram, Twitter, LinkedIn, and more allow companies to engage with customers, build their brand, advertise products and services, and analyze metrics to determine what’s working. However, many businesses set up social media accounts without a clear strategy and randomly post content without tracking growth or results over time.
Cisco - Contact Center
JULY 17, 2024
Join Cisco's mission to empower young readers by registering for the Chapter One online reading volunteer program.
Concentrix
JULY 17, 2024
Explore how Voice of the Customer (VOC) can revolutionize insurance insights, address the industry's challenges, and drive transformation.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Cisco - Contact Center
JULY 17, 2024
The manufacturing industry is experiencing seismic shifts, from the departure of skilled workers creating a talent gap to rising interest rates prompting constant budget re-evaluations. These factors, coupled with constant pressure to drive outcomes demands that we are business first, and technology second.
Acquire BPO
JULY 17, 2024
Pasig City, PH — Just a week after the vibrant celebration of Pride March in Quezon City, Acquire BPO, in partnership with The Tagline Group and Red Button, proudly participated in the Pasig Pride March on 30 June 2024. Acquire BPO joined allies and members of the LGBTQIA+ community in Pasig, starting from Arcovia City and proceeding to the Pasig City Hall Complex.
IdeasUnlimited
JULY 17, 2024
In today’s cutthroat markets, having efficient communications with customers has become challenging for every business. Missing a call from customers sometimes leads to lost business opportunities, as those customers are more likely to be served by your competitors. Phone answering services ensure that no call goes unanswered by providing an effective way of communication.
Acquire BPO
JULY 17, 2024
Pasig City, PH – Acquire BPO Country Manager Dana Andel proudly presented the Advocacy for Your Cause Queen, Acquire Choice Award during the Mutya ng Pasig 2024. The former was joined by Amy Alegre, Recruitment Director, and Ira Austria, Brand and Talent Attraction Manager, in presenting the award. The special award recognises the candidate’s exceptional commitment to community service and advocacy, highlighting the importance of social responsibility and positive impact within the commu
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
TCN
JULY 17, 2024
Contact centers face many unique challenges, constantly striving to minimize wait times, prevent agent burnout and deliver top-notch customer satisfaction. It’s a demanding role and managing all these aspects can feel overwhelming. This is why utilizing automation in a contact center can be a game changer, acting as a key solution to these challenges by […] The post The Impact of Automation on Agent Efficiency: A Deep Dive into Contact Center Software Features appeared first on TCN.
Acquire BPO
JULY 17, 2024
Acquire BPO had the distinct pleasure of hosting members of the Young Presidents Organization (YPO) at our headquarters in the Philippines last March 22, 2024. This visit marked an exciting opportunity for us to showcase our operations, culture, and the innovative work we do. The YPO members were warmly welcomed by our team, setting a positive and engaging tone for the visit.
CSM Magazine
JULY 17, 2024
Assured Fire and Security, the Essex-based installer of electronic fire and security systems, is driving nationwide growth using the latest mobile working technology from BigChange. Assured, formerly Elan Fire and Security Systems, has already expanded its business by 60 percent since implementing the 6-in-1 cloud based solution. Using live linked mobile devices running the BigChange app, Assured has increased engineer productivity, reduced operational costs and improved management visibility o
Acquire BPO
JULY 17, 2024
Pasig City, PH – The Acquire BPO Learning and Development Team organised the Leaders Summit 2024 on 4 July 2024. The event featured esteemed guest speakers Francis Kong and Earl Estrera and included Team Leaders, Operations Managers, Senior Operations Managers, and Directors. Dana Andel, Acquire BPO’s Country Manager for the Philippines, delivered the opening remarks, setting a positive tone for the day.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
CSM Magazine
JULY 17, 2024
Kore.ai has announced the launch of GALE, it’s first-of-its-kind GenAI platform. Designed to accelerate AI application development, GALE could potentially reduce production time by up to 50%. For the first time, organizations can tap into the potential of AI agents without getting bogged down in code, thanks to GALE’s intuitive visual interface and no-code development platform.
Acquire BPO
JULY 17, 2024
Pasig City, PH — Just a week after the vibrant celebration of Pride March in Quezon City, Acquire BPO, in partnership with The Tagline Group and Red Button, proudly participated in the Pasig Pride March on 30 June 2024. Acquire BPO joined allies and members of the LGBTQIA+ community in Pasig, starting from Arcovia City and proceeding to the Pasig City Hall Complex.
Cisco - Contact Center
JULY 17, 2024
Through an interactive story map, learn more about Cisco’s commitment to address homelessness, progress made over the last six years, what’s next, and how you can help.
Help Scout
JULY 17, 2024
Testing code isn't just for developers! Designers, product managers, QA specialists, and support team members all benefit from the ability to test. Learn how one engineer used a "Learn Something Day" to make testing more accessible to the broader Help Scout team.
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!
Cisco - Contact Center
JULY 17, 2024
The Federal Operational Security Stack is a centralized framework offering efficiencies when deploying SaaS solutions and services to the U.S. Federal market.
The Petrova Experience
JULY 17, 2024
It’s no secret that even good CX programs fail. Back in 2018, Bob Thompson of CustomerThink shared the “inconvenient truth” that “93% of customer experience programs are failing.” Gartner echoed this two years ago. It found “most Customer Experience Programs are not delivering on the promise of improving differentiation and helping brands better compete.” The question becomes, why are CX Programs failing.
Hodusoft
JULY 17, 2024
15 CX Stats That’ll Change the Way You Look At Customer Service In the next few years, an organization’s Customer Experience (CX) will play a greater role in its success than its products or prices. To paraphrase author and keynote speaker Micah Solomon, CX is not a cost center, it’s a revenue generator. That’s why businesses must take all the possible steps to enhance CX.
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