CCNG
NOVEMBER 20, 2024
Have you inquired as to why something was done the way it was only to hear “We’ve always done it that way?” Great organizations develop a culture where key processes are reviewed periodically and improved when needed. I had the opportunity to attend a college football game with a friend last week. On several occasions, there was a need for an official review of the play.
AWS Machine Learning
NOVEMBER 20, 2024
Retrieval Augmented Generation (RAG) has become a crucial technique for improving the accuracy and relevance of AI-generated responses. The effectiveness of RAG heavily depends on the quality of context provided to the large language model (LLM), which is typically retrieved from vector stores based on user queries. The relevance of this context directly impacts the model’s ability to generate accurate and contextually appropriate responses.
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Win the Customer
NOVEMBER 20, 2024
In an era dominated by artificial intelligence and automation, it’s easy to overlook the power of human connection. As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.
CSM Magazine
NOVEMBER 20, 2024
As a customer service manager, you know just how crucial it is to take good care of your team. Employee wellbeing equates to happier and more productive representatives who provide better customer service, and it also means you can keep working with top talent for longer. That’s why it’s important to ensure they work in comfortable environments and stay in good physical health.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
VirtualPBX
NOVEMBER 20, 2024
As a property manager in charge of ensuring safety for tenants and residents, you’re well aware of the importance of elevator emergency communication systems. Whether you’re managing commercial properties, residential building communities, or overseeing an HOA, you need reliable elevator phone solutions to keep your elevators compliant and operational.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Upstream Works
NOVEMBER 20, 2024
Discover how to reduce AI complexity while enhancing CX with a balanced approach in part two of our AI Revolution series. The post Reduce AI Complexity & Keep Humans in the Middle [Video] appeared first on Upstream Works.
Cisco - Contact Center
NOVEMBER 20, 2024
Get ready to shop and save with Cisco U. Learning Deals, our biggest sales event to date, November 25 – December 3, 2024.
FluentStream
NOVEMBER 20, 2024
Effective communication is crucial for the success of small businesses. One innovative solution that has emerged to meet this need is the softphone a software application that allows users to make and receive calls over the internet using devices. Read More The post 5 Benefits of Softphones for Small Businesses appeared first on FluentStream.
Cisco - Contact Center
NOVEMBER 20, 2024
MSPs love how Cisco solved the complex challenges facing the MSP community. Exciting things are coming in 2025 to help MSPs streamline and simplify offerings.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Zappix
NOVEMBER 20, 2024
In this video testimonial, Sue Henry, Practice Administrator at Beth Israel Lahey Hospital in Beverly, discusses how Zappix Digital Patient Engagement has revolutionized their patient communication and operational efficiency. Sue highlights the seamless automation of pre-procedure instructions, automated appointment reminders, and post-visit surveys, all of which are integrated into their workflow.
Cisco - Contact Center
NOVEMBER 20, 2024
With the advent of agentic AI, assistance is moving to automation where systems act with agency to achieve specific goals. Agentic AI systems can make rapid decisions, manage complex tasks, and adapt to changing conditions.
FluentStream
NOVEMBER 20, 2024
Effective communication is crucial for the success of small businesses. One innovative solution that has emerged to meet this need is the softphone — a software application that allows users to make and receive calls over the internet using devices. Read More The post 5 Benefits of Softphones for Small Businesses appeared first on FluentStream.
Cisco - Contact Center
NOVEMBER 20, 2024
NIST developed new quantum-resistant cryptographic standards, but operationalizing these standards will require more work.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
AnswerConnect
NOVEMBER 20, 2024
Learn how to create a customer service philosophy that drives your business forward. Stand out, improve customer retention, and create better products and services. The post Master your customer service philosophy now. appeared first on AnswerConnect Blog.
Cisco - Contact Center
NOVEMBER 20, 2024
Take a look back at the key moments for Cisco Customer Experience during Cisco Live Melbourne this year. Learn about keynotes, sessions, awards and more. Replays are now available!
Concentrix
NOVEMBER 20, 2024
Defeat the sly wolves of today. Read our guide on identifying and addressing online fraud to learn how you can prevent revenue and reputation loss.
Cisco - Contact Center
NOVEMBER 20, 2024
Cisco and Capgemini empower 700 students in Gurugram, India, through mentorship and activities, fostering creativity and education. This collaborative event highlights our commitment to nurturing the next generation's potential and leadership.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
AWS Machine Learning
NOVEMBER 20, 2024
In today’s data-intensive business landscape, organizations face the challenge of extracting valuable insights from diverse data sources scattered across their infrastructure. Whether it’s structured data in databases or unstructured content in document repositories, enterprises often struggle to efficiently query and use this wealth of information.
Integrity Solutions
NOVEMBER 20, 2024
The road to success in sales is filled with challenges, highs and lows. Many variables come into play. As we note in our book, Listen to Sell , “It can be easy to feel that given the right factors—the market, the product, the tools, the data, the competition, a natural sales ability—selling would be easier, and success would be inevitable.” But this is a passive and, ultimately, self-defeating way to view and approach the profession of sales.
AWS Machine Learning
NOVEMBER 20, 2024
Email remains a vital communication channel for business customers, especially in HR, where responding to inquiries can use up staff resources and cause delays. The extensive knowledge required can make it overwhelming to respond to email inquiries manually. In the future, high automation will play a crucial role in this domain. Using generative AI allows businesses to improve accuracy and efficiency in email management and automation.
CSM Magazine
NOVEMBER 20, 2024
Slip and fall accidents can happen anywhere, often leading to unexpected injuries and challenges. Whether it’s a slippery floor in a grocery store or an icy sidewalk during winter, these incidents demand careful attention to safety, documentation, and legal rights. Understanding the steps to take after a slip and fall is essential for protecting your well-being and seeking appropriate compensation if needed.
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
AWS Machine Learning
NOVEMBER 20, 2024
Large language models (LLMs) are AI systems trained on vast amounts of text data, enabling them to understand, generate, and reason with natural language in highly capable and flexible ways. LLM training has seen remarkable advances in recent years, with organizations pushing the boundaries of what’s possible in terms of model size, performance, and efficiency.
CSM Magazine
NOVEMBER 20, 2024
Ethereum enjoyed a very good run at the beginning of 2024, as investors hoped that this was an unmissable chance for the market to rise above the troubles and stagnation of the past few years and achieve new all-time highs. But it turns out this is easier said than done, as the market ran into blunders again and has been struggling to consolidate its positions as a result.
AWS Machine Learning
NOVEMBER 20, 2024
This post is co-written with Lawrence Zorio III from Mark43. Public safety organizations face the challenge of accessing and analyzing vast amounts of data quickly while maintaining strict security protocols. First responders need immediate access to relevant data across multiple systems, while command staff require rapid insights for operational decisions.
CSM Magazine
NOVEMBER 20, 2024
As the global payment system expands and businesses implement more and more revenue streams, today’s customer expectations and behavior consequently adjust. As per McKinsey reports, cash usage worldwide dropped by around 4% in 2022, and the trend continues, with tactile greenbacks, bucks, and so on, being increasingly neglected by users. The rising cashless trend doesn’t only mean that businesses must familiarize themselves with the thought of less cash coming or that they should sit complacent
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Hodusoft
NOVEMBER 20, 2024
The Shift to Multi-Tenant IP PBX: A Game Changer for the Telecom Industry “An efficient telecommunications network is the foundation upon which an information society is built.” ~Talal Abar Ghazaleh Over the years, the telecom industry has evolved by leaps and bounds. From traditional landline services to wireless communication, broadband internet, and advanced technologies such as Voice over Internet Protocol (VoIP), 5G, and more, the sector is making huge strides in the adoption of
Dialer 360
NOVEMBER 20, 2024
Final expense insurance is more popular among different kinds of insurance sales. Unlike other forms of insurance, it is purchased with the peace of mind. Moreover, it will help loved ones navigate a difficult moment with less financial stress. National Funeral Directors Association research indicates that, In 2023, the national median cost of a funeral with a viewing and burial was approximately $8,300.
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