SmartAction
NOVEMBER 8, 2023
Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. When it’s done wrong, callers are forced to endure labyrinthian menu options that provide no answers, just more questions.
AWS Machine Learning
NOVEMBER 8, 2023
This post explores how Amazon CodeWhisperer can help with code optimization for sustainability through increased resource efficiency. Computationally resource-efficient coding is one technique that aims to reduce the amount of energy required to process a line of code and, as a result, aid companies in consuming less energy overall. In this era of cloud computing, developers are now harnessing open source libraries and advanced processing power available to them to build out large-scale microser
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Bill Quiseng
NOVEMBER 8, 2023
For several weeks, starting last October, I offer each one of the Rule of Three QUI Takeaways to revolutionize CX. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?
AWS Machine Learning
NOVEMBER 8, 2023
This post is cowritten with Ming (Melvin) Qin, David Bericat and Brad Genereaux from NVIDIA. Medical imaging AI researchers and developers need a scalable, enterprise framework to build, deploy, and integrate their AI applications. AWS and NVIDIA have come together to make this vision a reality. AWS, NVIDIA, and other partners build applications and solutions to make healthcare more accessible, affordable, and efficient by accelerating cloud connectivity of enterprise imaging.
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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.
Totango
NOVEMBER 8, 2023
Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Pendo and Mixpanel, two leading solutions in the enterprise software market, give SaaS companies the power to track and analyze product usage across their customer base—creating a rich set of data and insights key to designing, iterating, and improving the customer experience.
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
NOVEMBER 8, 2023
As we wind down our annual Cisco Partner Summit 2023 event, I want to share some thoughts. As always, it’s been a jam packed few days spent with our amazing partners.
LiveVox
NOVEMBER 8, 2023
Large language models are an exciting, if mystifying and maybe even a little daunting, advancement in machine learning and natural language processing. These sophisticated models are transforming industries and paving the way for more efficient, effective, and personalized customer experiences. In this article, we will dive deep into the concept of large language models and […] The post Large Language Models for Customer Service Agents: Intelligent Real-Time Guidance appeared first on Liv
Cisco - Contact Center
NOVEMBER 8, 2023
In 2020, I joined Cisco fresh out of college, which just so happened to align with the inaugural year of the Cisco DevNet certification track.
Avoxi
NOVEMBER 8, 2023
Improve your outbound answer rate? Use these tips to ensure agents are getting connected to the local community in your newly expanded markets. The post Tips to Improve Your Outbound Call Answer Rate appeared first on AVOXI.
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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.
Cisco - Contact Center
NOVEMBER 8, 2023
Security Operations Centers (SOC) are responsible for detecting and responding to potential cyber threats in real-time.
DMG Consulting
NOVEMBER 8, 2023
There are two major ways AI is being used in applications for the contact center. The post Applying AI to the contact centers appeared first on DMG Consulting.
Cisco - Contact Center
NOVEMBER 8, 2023
We have an exciting summary of announcements for our partners this year at Cisco Partner Summit 2023.
TCN
NOVEMBER 8, 2023
Historically, inbound and outbound features were handled separately on desk phones and dialers. However, it. The post Blended Call Center Solutions: The Key to a Seamless Customer Experience appeared first on TCN.
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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.
Cisco - Contact Center
NOVEMBER 8, 2023
Co-authored by Roland Wagner , CODESYS. Virtualization is well accepted in enterprise IT.
Vistio
NOVEMBER 8, 2023
Heroes aren't solitary figures. They thrive in a culture that encourages and supports their success. I like the way my friends at IntouchCX say it - "Ironman Had the Avengers".
Cisco - Contact Center
NOVEMBER 8, 2023
We come together at Cisco Partner Summit not only to showcase the future but to reflect on the past year and laud the remarkable achievements of our partners.
Comm100
NOVEMBER 8, 2023
In the vibrant universe of the gaming and online gambling industries, VIP players aren’t just valued customers; they’re akin to brand ambassadors. Their experiences reverberate across communities, influencing perceptions and, ultimately, bottom lines. But with player preferences evolving at lightning speed, how can companies ensure their VIPs receive unparalleled support that keeps them coming back for more?
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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.
JustCall
NOVEMBER 8, 2023
We’ve got news – of the fast and fabulous type! SaaS Labs is one of Deloitte’s Technology Fast 500 companies in North America – for the second time in a row. And we’re grabbing our glory as number 224 on the list, which includes some of the brightest tech stars across North America. What Makes Deloitte Technology Fast 500 Awards So Remarkable?
LiveVox
NOVEMBER 8, 2023
Tracking healthcare KPIs (key performance indicators) has become paramount in gauging patient engagement and ensuring continuous improvement in service delivery. These vital metrics offer insights into areas that need attention, facilitating strategies for enhanced patient satisfaction and loyalty. By delving deep into the best metrics, healthcare providers can pinpoint shortcomings, celebrate successes, and drive their […] The post Healthcare KPIs: The Best Metrics For Improving Patient
CSM Magazine
NOVEMBER 8, 2023
The success of any business revolves around its customers. The more active your customers are, the more successful your business becomes. However, customers stick with you only if their experience with your brand is up to their expectations or beyond. But the fact is, building such a hooky experience does not come from doing big things but from rectifying small mistakes that might interfere with a positive customer experience.
DMG Consulting
NOVEMBER 8, 2023
2024: The Year for Contact Center AI November, 2023 2024 is fast approaching, and contact center executives and leaders are trying to figure out how to incorporate artificial intelligence (AI) into their operations. Decision-makers are considering many factors, including: Is it safe to use AI? What goals can AI help them achieve: Enhancing self-service?
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!
CSM Magazine
NOVEMBER 8, 2023
Sabio Group, the global digital experience transformation services specialist, today announced the launch of its new Sabio Salesforce Practice. The new Salesforce operation cements Sabio’s unique position as a customer experience (CX) expert equipped with deep knowledge across contact centres, artificial intelligence (AI), data analysis and customer relationship management (CRM).
Cisco - Contact Center
NOVEMBER 8, 2023
We hear you loud and clear!
SmartKarrot
NOVEMBER 8, 2023
In the ever-evolving landscape of the business world, customer success has become an essential component for sustainable growth of business and long-term prosperity. Today, we will dive into the Top 7 Must-Have Customer Success Playbooks , which are indispensable for business growth. These playbooks offer a comprehensive approach to nurturing customer relationships, ensuring their success, and your success.
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