Wed.Sep 25, 2024

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How Can You Personalize Training So Agents Focus on Content That They Don’t Know?

Vistio

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.

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Why AI is the Future of CX

CCNG

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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Llama 3.2 models from Meta are now available in Amazon SageMaker JumpStart

AWS Machine Learning

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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Rev up to Recert: Power up Your Programming Skills

Cisco - Contact Center

*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.

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The Contact Center Manager’s Guide to AI

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.

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Elevate RAG for numerical analysis using Amazon Bedrock Knowledge Bases

AWS Machine Learning

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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Vision use cases with Llama 3.2 11B and 90B models from Meta

AWS Machine Learning

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.

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Safe and trustworthy AI is a shared responsibility

Cisco - Contact Center

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.

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Improve employee productivity using generative AI with Amazon Bedrock

AWS Machine Learning

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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Forrester Named Cisco a Leader in the 2024 Microsegmentation Wave

Cisco - Contact Center

We believe Cisco is the only leader in the Forrester Wave that offers complete network security. Learn how Cisco microsegments everything.

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Frost Radar: Voice of Customer Analytics, 2024

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.

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Build a multimodal social media content generator using Amazon Bedrock

AWS Machine Learning

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.

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Empowered Together: A Story of Hope and Partnership

Cisco - Contact Center

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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New Look and Feel, Same Help Scout

Help Scout

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.

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From Fragmented to Streamlined: How IP PBX Integration Enhances Hospital Management Systems?

Hodusoft

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.

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Your Roadmap to Successful AI Implementations in the Contact Center

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.

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Customer Service With AI: Strategies for Multilingual Support

CSM Magazine

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.

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Why We Redesigned Inbox

Help Scout

Help Scout redesigned its Inbox to improve usability, integrate new AI tools, and address the evolving needs of support teams while maintaining simplicity and flexibility.

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What are VoIP codecs? (Bandwidth & comparisons)

Momentum Telecom

If you want a crystal-clear call that only requires an internet connection , think about Voice over Internet protocol (VoIP). With these codecs, you can have reliable and cost-effective calling for your business. Choosing the right codecs is vital for your enterprise. Here are a few things that you need to know about VoIP and these codecs. Are you searching for cloud-based communication solutions for your business or enterprise?

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Kathryn Marshall: Finalist for ISG Women in Digital Awards 2024

Acquire BPO

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

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

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.

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Scaling AI Workloads with Hybrid Cloud and Colocation Strategies

CSM Magazine

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.

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What’s new in Operator: 2024 Q3

TCN

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.

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The Rise of Cryptocurrency Payments: What It Means for Customer Service

CSM Magazine

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.

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TMP’s Omnichannel Technology: Bridging Customer Touchpoints for Seamless Experiences

TMP Direct

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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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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AmplifAI Recognized as a Gartner® Cool Vendor in Customer Service and Support Technology Report | AmplifAI

Amplifai Coaching Category

We're thrilled to announce that AmplifAI has been recognized as a Gartner Cool Vendor in Customer Service and Support Technology for 2024.

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Navigating Change Management: Transitioning to Inbox 2

Help Scout

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.