AWS Machine Learning

NOVEMBER 30, 2023

Building foundation models (FMs) requires building, maintaining, and optimizing large clusters to train models with tens to hundreds of billions of parameters on vast amounts of data. Creating a resilient environment that can handle failures and environmental changes without losing days or weeks of model training progress is an operational challenge that requires you to implement cluster scaling, proactive health monitoring, job checkpointing, and capabilities to automatically resume training sh

Scripts 129

Scripts Engineering Government Management 129

Cisco - Contact Center

NOVEMBER 30, 2023

Across the United States, local communities, transportation departments, and transit, port, and turnpike authorities are seeking new and better ways to deliver on their mission-critical objectives to… Read more on Cisco Blogs

Transportation 119

Transportation 119

AWS Machine Learning

NOVEMBER 30, 2023

Amazon SageMaker is a fully managed service that enables developers and data scientists to quickly and easily build, train, and deploy machine learning (ML) models at scale. SageMaker makes it easy to deploy models into production directly through API calls to the service. Models are packaged into containers for robust and scalable deployments. SageMaker provides a variety of options to deploy models.

Benchmark 129

Benchmark APIs Scripts Engineering 129

TeamSupport

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

Customer Service 106

Customer Service B2B Customer Support Customer centricity 106

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Contact Center

AWS Machine Learning

NOVEMBER 30, 2023

Today, we are excited to announce support for Code Editor, a new integrated development environment (IDE) option in Amazon SageMaker Studio. Code Editor is based on Code-OSS , Visual Studio Code Open Source, and provides access to the familiar environment and tools of the popular IDE that machine learning (ML) developers know and love, fully integrated with the broader SageMaker Studio feature set.

Scripts 128

Scripts Engineering Management Accountability 128

AWS Machine Learning

NOVEMBER 30, 2023

Amazon SageMaker is a fully managed service that enables developers and data scientists to quickly and effortlessly build, train, and deploy machine learning (ML) models at any scale. SageMaker makes it straightforward to deploy models into production directly through API calls to the service. Models are packaged into containers for robust and scalable deployments.

Best practices 124

Best practices Engineering APIs Scripts 124

Cisco - Contact Center

NOVEMBER 30, 2023

This post was authored by Alice Sanchez, a Customer and Partner Experience software architect and global co-lead of Cisco’s Native American Network (NAN).

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AWS Machine Learning

NOVEMBER 30, 2023

Digital publishers are continuously looking for ways to streamline and automate their media workflows to generate and publish new content as rapidly as they can, but without foregoing quality. Adding images to capture the essence of text can improve the reading experience. Machine learning techniques can help you discover such images. “ A striking image is one of the most effective ways to capture audiences’ attention and create engagement with your story—but it also has to make sense.

Scripts 121

Scripts APIs Entertainment Accountability 121

Cyara

NOVEMBER 30, 2023

The global contact center market is growing at an unprecedented pace. Already valued at $28.09 billion in 2022 , it’s expected to expand at a compound annual growth rate (CAGR) of 23.9% from 2023-2030.

Contact Center 76

Contact Center Marketing Contact center software 76

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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.

Analytics

AWS Machine Learning

NOVEMBER 30, 2023

Amazon SageMaker makes it straightforward to deploy machine learning (ML) models for real-time inference and offers a broad selection of ML instances spanning CPUs and accelerators such as AWS Inferentia. As a fully managed service, you can scale your model deployments, minimize inference costs, and manage your models more effectively in production with reduced operational burden.

Engineering 116

Engineering Benchmark APIs Enterprise 116

Cisco - Contact Center

NOVEMBER 30, 2023

The higher education sector has more to gain than most from a new global partnership between Cisco and Microsoft.

Education 105

Education 105

AWS Machine Learning

NOVEMBER 30, 2023

The risks associated with generative AI have been well-publicized. Toxicity, bias, escaped PII, and hallucinations negatively impact an organization’s reputation and damage customer trust. Research shows that not only do risks for bias and toxicity transfer from pre-trained foundation models (FM) to task-specific generative AI services, but that tuning an FM for specific tasks, on incremental datasets, introduces new and possibly greater risks.

Construction 114

Construction Metrics industry standards Benchmark 114

LiveVox

NOVEMBER 30, 2023

Uncover the top CX trends shaping healthcare strategy and elevating patient experience in 2024. The post 5 CX Trends For Your 2024 Healthcare Strategy appeared first on LiveVox.

Healthcare 75

Healthcare Customer Experience 75

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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.

Contact Center

Hodusoft

NOVEMBER 30, 2023

A Guide to Call Abandonment Rate in Call Centers and Its Significance Are you dealing with high call abandonment rates? Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? In general, as per the industry standard, a call center abandonment rate is between 5% and 8%.

Abandon rate 59

Abandon rate Call Center Interactive Voice Response call center software 59

Cisco - Contact Center

NOVEMBER 30, 2023

Cisco Foundation grant partner Vibrant Planet Data Commons harmonizes cutting-edge science, open-source data, and Tribal Forestry to reduce the risk and severity of wildfires while speeding the pace… Read more on Cisco Blogs

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ChurnZero

NOVEMBER 30, 2023

Artificial intelligence (AI) has long sparked the human imagination, often in the form of science fiction. Movies about AI becoming sentient and moving to destroy its human makers are plentiful, and mostly follow a familiar storytelling format in which the humans fight back and win. Yet when OpenAI, the company behind ChatGPT, released its large language model (LLM) to the public, the tone changed.

Management 52

Management Chief Customer Officer Government Healthcare 52

Zappix

NOVEMBER 30, 2023

Visual Interactive Voice Response (Visual IVR) not only elevates the customer experience but also serves as a game-changer in maximizing the productivity of call center agents. The post Revolutionizing Call Center Efficiency: The Power of Visual IVR for Maximizing Agent Productivity appeared first on Zappix.

Interactive Voice Response 52

Interactive Voice Response Call Center Customer Experience 52

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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.

Customer Experience

CSM Magazine

NOVEMBER 30, 2023

The year 2024 marks a significant era for small businesses, especially in terms of logistics and shipping. With the expansion of global markets and the increasing need for efficient, cost-effective shipping solutions, small businesses are seeking options that can help them compete effectively in the global marketplace. This article highlights the top 10 shipping options that have become essential for small businesses in 2024, offering a range of services from local deliveries to international sh

Transportation 52

Transportation Enterprise Marketing Technology 52

Cisco - Contact Center

NOVEMBER 30, 2023

There is a major shift in the market that is hard to miss.

Marketing 98

Marketing Technology 98

CSM Magazine

NOVEMBER 30, 2023

Construction sealant application company Burry Sealants has seen a 20 percent expansion of its mobile workforce following the deployment of a cloud-based job management system from BigChange. Burry has also opened a new regional office and completed nearly 13,000 jobs in the last twelve months. With real-time connected mobile app and back-office system, BigChange helped Burry improve both office and field efficiency, reduce paperwork, and improve customer service with better reporting and faster

Construction 52

Construction CRM Finance Engineering 52

Vistio

NOVEMBER 30, 2023

Your customer support representatives are the front lines, engaging with customers day in and day out. Leveraging this firsthand can be a game-changer for your organization.

Customer Support 52

Customer Support 52

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!

Customer Experience

Cisco - Contact Center

NOVEMBER 30, 2023

December 3 marks the United Nations’ International Day of Persons with Disabilities (IDPwD). Treating all people equitably is about more than justice.

Personalization 52

Personalization 52

DMG Consulting

NOVEMBER 30, 2023

AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

SmartKarrot

NOVEMBER 30, 2023

In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. Pragya’s wealth of experience in customer-facing roles and her current leadership in the realm of customer success provided invaluable insights into the strategies and nuances of building a robust account risk management playbook.

Accountability 10

Accountability Management Customer advocacy Customer centricity 10

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue. It is critical to mention that my client has done an excellent job prioritizing.

Finance 195

Finance Customer centricity Accountability Technical Support 195

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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.

Customer Experience

AWS Machine Learning

NOVEMBER 30, 2023

We believe generative AI has the potential over time to transform virtually every customer experience we know. The number of companies launching generative AI applications on AWS is substantial and building quickly, including adidas, Booking.com, Bridgewater Associates, Clariant, Cox Automotive, GoDaddy, and LexisNexis Legal & Professional, to name just a few.

APIs 139

APIs Enterprise Best practices Technology 139

AWS Machine Learning

NOVEMBER 30, 2023

As democratization of foundation models (FMs) becomes more prevalent and demand for AI-augmented services increases, software as a service (SaaS) providers are looking to use machine learning (ML) platforms that support multiple tenants—for data scientists internal to their organization and external customers. More and more companies are realizing the value of using FMs to generate highly personalized and effective content for their customers.

Chatbots 109

Chatbots SaaS Engineering APIs 109

AWS Machine Learning

NOVEMBER 30, 2023

As organizations deploy models to production, they are constantly looking for ways to optimize the performance of their foundation models (FMs) running on the latest accelerators, such as AWS Inferentia and GPUs, so they can reduce their costs and decrease response latency to provide the best experience to end-users. However, some FMs don’t fully utilize the accelerators available with the instances they’re deployed on, leading to an inefficient use of hardware resources.

APIs 114

APIs Metrics Engineering Best practices 114