Vistio
APRIL 22, 2024
The allure of AI in contact centers is undeniable. From automating routine tasks to providing personalized recommendations, AI promises to revolutionize how businesses interact with their customers. With advancements in natural language processing (NLP), machine learning (ML), and automation technologies, the potential for AI-driven customer service solutions seems limitless.
ShepHyken
APRIL 22, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization.
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AWS Machine Learning
APRIL 22, 2024
Organizations are facing ever-increasing requirements for sustainability goals alongside environmental, social, and governance (ESG) practices. A Gartner, Inc. survey revealed that 87 percent of business leaders expect to increase their organization’s investment in sustainability over the next years. This post serves as a starting point for any executive seeking to navigate the intersection of generative artificial intelligence (generative AI) and sustainability.
TechSee
APRIL 22, 2024
In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). However, the true potential of investing in CX innovation often remains untapped due to barriers that hinder adoption. For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents.
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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.
AWS Machine Learning
APRIL 22, 2024
Amazon SageMaker HyperPod is purpose-built to accelerate foundation model (FM) training, removing the undifferentiated heavy lifting involved in managing and optimizing a large training compute cluster. With SageMaker HyperPod, you can train FMs for weeks and months without disruption. Typically, HyperPod clusters are used by multiple users: machine learning (ML) researchers, software engineers, data scientists, and cluster administrators.
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
APRIL 22, 2024
Imagine juggling multiple remotes for your entertainment system, each controlling a different device and requiring endless button presses to achieve a simple task.
A Better Answer
APRIL 22, 2024
Outsourced answering solutions represent a strategic approach for businesses aiming to enhance customer service and manage operational costs effectively. By partnering with an external service provider, companies can efficiently handle high call volumes, guarantee 24/7 customer accessibility worldwide, and streamline communication processes. This method is particularly beneficial for entities ranging from small local businesses to expanding enterprises with a global customer base.
The Northridge Group
APRIL 22, 2024
In our 3-part series: People, Process, & Technology — and the Intersection of AI, we have asked industry leaders in technology, people and process management to explain what AI is, what it isn’t, and how it can be a benefit (and a curse) in each area. In Part 3 of our series, we hear from Leslie O’Flahaven, professional write, coach, and speaker.
Cisco - Contact Center
APRIL 22, 2024
When we introduced our first compute platform in 2009 with Cisco UCS B-Series Blade Servers , there was a fair amount of snickering from industry watchers and established server vendors.
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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.
Kapta Customer Success
APRIL 22, 2024
Learn why doing more with less is a losing proposition and how your account management team can help your organization win big in economically challenging times.
Cisco - Contact Center
APRIL 22, 2024
As one of the largest technology companies in the world, it is critical for Cisco to operate in a way that helps to protect our planet.
Comm100
APRIL 22, 2024
The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effective
Cisco - Contact Center
APRIL 22, 2024
Cisco Defense Orchestrator (CDO) provides a powerful REST API to automate and simplify security management tasks. You can find CDO API Documentation on DevNet.
Advertiser: ZoomInfo
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.
Zappix
APRIL 22, 2024
In the rapidly evolving landscape of healthcare, patient satisfaction and access to care are paramount. With the advent of digital technology, healthcare providers are increasingly turning to innovative solutions to enhance customer service and improve patient experiences. According to the Kyruus 2023 Patient Access Journey Report , digital tools are playing a pivotal role in reshaping how patients interact with healthcare systems.
Cisco - Contact Center
APRIL 22, 2024
I often get brought into meetings when a customer starts talking “DevOps”.
CSM Magazine
APRIL 22, 2024
At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth. One of the key takeaways from the discussion I had with the group was the importance of finding the right balance between AI capabilities and human interaction.
Unymira
APRIL 22, 2024
Pega offers various text processing options. This can be especially helpful in customer service. For example, to draw conclusions about the content of an email, the text must be analyzed. Pega provides text analytics tools to extract meaningful information from large volumes of data. Text can be analyzed and structured in multiple languages. For a detailed list, see the Pega documentation for the current release.
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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.
CSM Magazine
APRIL 22, 2024
Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. The Future of Customer Service in Online Gambling: Trends to Watch The online gambling industry has experienced exponential growth over the last decade, driven by technological advancements and an increasing number of digital users.
Unymira
APRIL 22, 2024
To analyze and categorize the content of an email, Pega provides several text categorization capabilities. Using text categorization, large amounts of data can be efficiently analyzed and assigned to predefined categories.
Help Scout
APRIL 22, 2024
Discover how to boost customer satisfaction with tips on personalization, CSAT surveys, and proactive engagement.
Unymira
APRIL 22, 2024
Pega provides a powerful text extraction method for analyzing email content and categorizing text data. Text extraction allows you to identify named entities in text data and assign them to predefined categories, such as organizations, locations, people, quantities, or values. By leveraging the machine learning capabilities of the Pega platform, entity extraction models can be created that are capable of recognizing named entities.
Advertiser: ZoomInfo
Modern go-to-market teams know it takes more than one email to break through the noise. Multiple touchpoints means more ways to get your pitch right — and, potentially, more ways to be wrong. The good news? Once you know how to write compelling, one-off emails to entice prospective customers, you can easily do the same across a short sequence of emails.
CSM Magazine
APRIL 22, 2024
The music industry has witnessed a seismic shift with the advent of digital distribution. Gone are the days when record stores and physical albums were the primary channels for new releases. Today’s artists reach fans directly through streaming services and downloads, upending traditional models. This transformation isn’t just about convenience; it alters how customers engage with music, crafting experiences that are personal, immediate, and increasingly interactive.
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