Vistio
SEPTEMBER 25, 2024
When managing a contact center, one of the biggest challenges is training your agents effectively. You want them to learn quickly, but you also need them to retain the skills and knowledge that are directly relevant to their roles. Too often, training programs are broad, treating every agent the same and wasting precious time reviewing content that some agents already know.
CCNG
SEPTEMBER 25, 2024
A positive customer experience (CX) is deemed essential by approximately 80% of American consumers , who value speed, convenience, knowledgeable assistance, and friendly service. With advancements in AI technology, the future of AI in customer service is unfolding before our eyes, providing every company with the chance to enhance their CX swiftly. While there have been concerns about AI replacing humans in many jobs, the reality is that people will always be needed to get things done and create
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Cisco - Contact Center
SEPTEMBER 25, 2024
*Rev Up to Recert: Programming* is now available, September 25 to November 22, 2024, giving tech learners free access to 20+ hours of tech learning, labbing, and programming—eligible for up to 24 Cisco Continuing Education (CE) credits towards recertification.
AWS Machine Learning
SEPTEMBER 25, 2024
The Employee Productivity GenAI Assistant Example is a practical AI-powered solution designed to streamline writing tasks, allowing teams to focus on creativity rather than repetitive content creation. Built on AWS technologies like AWS Lambda , Amazon API Gateway , and Amazon DynamoDB , this tool automates the creation of customizable templates and supports both text and image inputs.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Cisco - Contact Center
SEPTEMBER 25, 2024
The Connected Conservation Foundation’s Sophie Maxwell shares how innovative technology is safeguarding biodiversity and natural ecosystems, helping to prevent the loss of threatened species, including rhinos, lions, pangolins and elephants.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Acquire BPO
SEPTEMBER 25, 2024
We are thrilled to announce that Kathryn Marshall, our Chief Commercial Officer, has been named a finalist for the prestigious ISG Women in Digital Awards 2024 in the Women’s Advocate category. The ISG Women in Digital Awards honor women who have demonstrated outstanding leadership and innovation in the digital space. Kathryn’s recognition highlights her exceptional work in advocating for the advancement of women, driving transformational business growth, and her inspiring leadership withi
Cisco - Contact Center
SEPTEMBER 25, 2024
In an era where artificial intelligence (AI) is rapidly transforming industry and society, collaboration between the public and private sectors has never been more critical. Trust and safety are ultimately on the line. Learn more from Dev Stahlkopf, Cisco EVP & Chief Legal Officer.
CSM Magazine
SEPTEMBER 25, 2024
Scaling AI workloads means integrating AI technologies across your business to increase efficiency, improve processes, and promote growth while also managing risks. According to TRGdatacenters.com , and several other sources, Hybrid cloud and colocation strategies are making this possible. This article will explain the role that Hybrid cloud and colocation strategies play in the scaling of AI workloads.
Cisco - Contact Center
SEPTEMBER 25, 2024
Read more about Kevin Donaghy's battle with cancer that led to 'Stories of Cancer and Hope,' a book uniting the community to support cancer patients through shared stories and raising funds for cancer charities.
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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.
CSM Magazine
SEPTEMBER 25, 2024
The digital revolution is in full swing, and nowhere is this more evident than in the rise of cryptocurrency payments. As businesses increasingly adopt digital currencies like Bitcoin, Ethereum, and the up-and-coming TON, the landscape of customer service is also evolving. For those looking to buy TON and other cryptocurrencies, the convenience and efficiency of digital payments are a breath of fresh air.
TCN
SEPTEMBER 25, 2024
At TCN, we are always striving to improve our Operator platform and find new ways to stay ahead of the curve. This quarter has been no exception, and we’re excited to share some of our latest enhancements. From new features to performance improvements, our TCN team has been hard at work making things even better […] The post What’s new in Operator: 2024 Q3 appeared first on TCN.
CSM Magazine
SEPTEMBER 25, 2024
One of the biggest challenges your business may face is providing customer service across different languages. Offering seamless, effective multilingual support is essential for maintaining customer satisfaction and loyalty. Without the right tools, however, this can feel overwhelming, especially when it comes to hiring staff fluent in multiple languages or handling real-time conversations efficiently.
TMP Direct
SEPTEMBER 25, 2024
Customer Experience (CX): At the Core of Our Commitment At the heart of TMP’s service is the commitment to unparalleled CX. Our approach is centered on comprehending and foreseeing the demands of our clients, making certain that each touchpoint—online or offline—is interrelated with constant quality and deliberate involvement. We use feedback systems and sophisticated analytics to keep improving the services we provide.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Cisco - Contact Center
SEPTEMBER 25, 2024
We believe Cisco is the only leader in the Forrester Wave that offers complete network security. Learn how Cisco microsegments everything.
Help Scout
SEPTEMBER 25, 2024
This blog post provides a structured approach to change management using the ADKAR method, guiding teams through a smooth transition to Help Scout's Inbox 2, focusing on communication, hands-on training, and support to ensure successful adoption.
Concentrix
SEPTEMBER 25, 2024
Explore the iX Hello fact sheet to discover how our out-of-the-box and no-code GenAI assistant is transforming business outcomes.
Help Scout
SEPTEMBER 25, 2024
Introducing Inbox 2 — our new, more focused workspace that helps you delight more customers in less time. Read on to learn what's new with Inbox 2.
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!
AWS Machine Learning
SEPTEMBER 25, 2024
In today’s digital age, social media has revolutionized the way brands interact with their consumers, creating a need for dynamic and engaging content that resonates with their target audience. There’s growing competition for consumer attention in this space; content creators and influencers face constant challenges to produce new, engaging, and brand-consistent content.
Hodusoft
SEPTEMBER 25, 2024
From Fragmented to Streamlined: How IP PBX Integration Enhances Hospital Management Systems? For hospitals and healthcare organizations, ensuring the right care for patients is at the heart of everything they do and every strategy they design. Hospitals not only need to focus on treating and curing patients but they also need to ensure that they provide the right patient service and communication to handle incoming calls and schedule appointments in a timely manner.
AWS Machine Learning
SEPTEMBER 25, 2024
Today, we are excited to announce the availability of Llama 3.2 in Amazon SageMaker JumpStart and Amazon Bedrock. The Llama 3.2 models are a collection of state-of-the-art pre-trained and instruct fine-tuned generative AI models that come in various sizes—in lightweight text-only 1B and 3B parameter models suitable for edge devices, to small and medium-sized 11B and 90B parameter models capable of sophisticated reasoning tasks, including multimodal support for high-resolution images.
AWS Machine Learning
SEPTEMBER 25, 2024
In the realm of generative artificial intelligence (AI) , Retrieval Augmented Generation (RAG) has emerged as a powerful technique, enabling foundation models (FMs) to use external knowledge sources for enhanced text generation. Amazon Bedrock is a fully managed service that offers a choice of high-performing FMs from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities to build generative
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
AWS Machine Learning
SEPTEMBER 25, 2024
Today, we are excited to announce the availability of Llama 3.2 models in Amazon SageMaker JumpStart. Llama 3.2 offers multi-modal vision and lightweight models representing Meta’s latest advancement in large language models (LLMs), providing enhanced capabilities and broader applicability across various use cases. With a focus on responsible innovation and system-level safety, these new models demonstrate state-of-the-art performance on a wide range of industry benchmarks and introduce features
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