Cisco - Contact Center

SEPTEMBER 13, 2024

AIOps, powered by AI, transforms IT operations, revolutionizing industries and driving operational excellence. Are you ready to lead the charge?

Analytics 59

Analytics 59

Beyond Philosophy

SEPTEMBER 13, 2024

Fair Warning: this episode regarding excuses was prompted by recent experiences with tradespeople during Colin’s kitchen renovation. No one likes excuses, least of all your customers. Lately, Colin has been hearing many amazing excuses about why something can or cannot be done in his kitchen project. It got him thinking about excuses and why people make them.

Wait times 195

Wait times Call Center Accountability Personalization 195

AWS Machine Learning

SEPTEMBER 13, 2024

Intricate workflows that require dynamic and complex API orchestration can often be complex to manage. In industries like insurance, where unpredictable scenarios are the norm, traditional automation falls short, leading to inefficiencies and missed opportunities. With the power of intelligent agents, you can simplify these challenges. In this post, we explore how chaining domain-specific agents using Amazon Bedrock Agents can transform a system of complex API interactions into streamlined, adap

APIs 123

APIs Enterprise Best practices Accountability 123

Interactions

SEPTEMBER 13, 2024

In the ever-evolving world of customer experience (CX), Boston is home to some of the most innovative and transformative leaders in the industry. From financial services to retail, these leaders are pushing the boundaries of CX, driving customer satisfaction, and leading digital transformation efforts. If you’re in the CX space, here are the top 10 customer experience leaders you should follow to stay ahead of the curve. 1.

Customer Experience 62

Customer Experience Journey mapping Chief Customer Officer Banking 62

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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.

Contact Center

AWS Machine Learning

SEPTEMBER 13, 2024

Managing cloud costs and understanding resource usage can be a daunting task, especially for organizations with complex AWS deployments. AWS Cost and Usage Reports (AWS CUR) provides valuable data insights, but interpreting and querying the raw data can be challenging. In this post, we explore a solution that uses generative artificial intelligence (AI) to generate a SQL query from a user’s question in natural language.

APIs 83

APIs Chatbots Best practices Management 83

AWS Machine Learning

SEPTEMBER 13, 2024

Amazon SageMaker is a fully managed machine learning (ML) service. With SageMaker, data scientists and developers can quickly and confidently build, train, and deploy ML models into a production-ready hosted environment. SageMaker provides a broad selection of ML infrastructure and model deployment options to help meet your ML inference needs. It also helps scale your model deployment, manage models more effectively in production, and reduce operational burden.

APIs 81

APIs Engineering Chatbots Scripts 81

Cisco - Contact Center

SEPTEMBER 13, 2024

Cisco Defense Orchestrator Sandbox allows you to interact with the CDO dashboard and API. You can have access to Cisco AI Assistant UI as well as the AI Assistant API.

APIs 60

APIs 60

Certified Languages International

SEPTEMBER 13, 2024

International Translation Day: Celebrating an Art Worth Protecting International Translation Day is an opportunity to honor the work done by professional translators and language professionals to facilitate conversations, unite nations, and foster peace throughout the globe. It was officially recognized in 2017, when the United Nations General Assembly passed a resolution designating September 30 (which coincides with the feast day of Jerome, patron saint of translators, librarians, libraries, a

Scripts 52

Scripts Management Customer Service 52

ChurnZero

SEPTEMBER 13, 2024

In just a few short weeks, I’ll be taking the stage alongside Chief Listening Officer Bob London at ChurnZero’s ZERO-IN 2024 conference to talk about how to automate customer success without sacrificing customer intimacy. Bob is an expert in customer discovery and listening skills. My expertise, as you know from my articles here , lies in all things automation and digital customer experience.

B2B 52

B2B Surveys SaaS Sales 52

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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

Cisco - Contact Center

SEPTEMBER 13, 2024

As you might have already seen this quarter, we are committed to moving forward with the Artificial Intelligence (AI) movement that Cisco is prioritizing. A type of Evolution that is going to require each of us to leave a mark as we work together to stay relevant, innovative, and competitive.

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CSM Magazine

SEPTEMBER 13, 2024

In today’s ever changing business environment, the need for effective employee training and development programs has never been more critical. Companies across industries are realizing that their most valuable asset is their people, and investing in their growth not only enhances skills but also boosts morale, productivity, and retention. When done right, these programs can deliver measurable results that significantly contribute to a company’s bottom line.

Morale 52

Morale Metrics Feedback Coaching 52

CSM Magazine

SEPTEMBER 13, 2024

In the global economy, manufacturers are increasingly dependent on international supply chains to obtain raw materials and distribute their finished goods. However, navigating the intricate maze of customs regulations can often lead to unexpected delays and increased costs, threatening the efficiency of manufacturing operations. Understanding the importance of customs analysis can help manufacturers streamline their processes, reduce import/export delays, and maintain a competitive edge in the m

Wait times 52

Wait times Analytics Technology Marketing 52

CSM Magazine

SEPTEMBER 13, 2024

The role of a practice manager in the healthcare world is often overlooked, but it’s an essential position that ensures a clinic runs smoothly and patients are properly cared for. Practice managers do more than just book appointments and keep the office looking tidy and inviting—they also take on the responsibility of managing finances, hiring staff, and looking after quality of care in a clinic.

Management 52

Management Finance Healthcare Feedback 52

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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

CSM Magazine

SEPTEMBER 13, 2024

Casinos are increasingly harnessing technology to elevate customer service, revolutionizing their interactions and support for patrons. By adopting advanced technologies, casinos strive to deliver a more personalized, efficient, and engaging experience. These innovations streamline operations and greatly enhance the overall guest experience, ensuring that every interaction is smooth and tailored to individual preferences.

Technology 52

Technology Customer Service Analytics Benchmark 52