CCNG
JULY 10, 2024
Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. Navigating through technological advancements and shifting customer expectations, staying updated with the latest trends is no longer a luxury—it’s a necessity. The past year alone has witnessed remarkable changes, from the rise of generative AI to innovative tools empowering both agents and supervisors.
TechSee
JULY 10, 2024
The initial promise of artificial intelligence was intriguing: machines capable of augmenting human tasks, enhancing productivity, and optimizing operations. As we stand on the cusp of a new era, the real breakthrough for AI lies not in merely augmenting our existing staff but in fully automated AI agents. AI agents will free valuable resources from mundane tasks.
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Bill Quiseng
JULY 10, 2024
QUI TAKEAWAY: Customers pay for their experience, not your product or service. The customer’s best value in their experience is one that is “just perfect.” Practice does not make perfect. Perfect practice makes perfect … for your customers. Don’t be just good. Be GREAT out there!
AWS Machine Learning
JULY 10, 2024
Today, we’re excited to introduce two powerful new features for Amazon Bedrock: Prompt Management and Prompt Flows, in public preview. These features are designed to accelerate the development, testing, and deployment of generative artificial intelligence (AI) applications, enabling developers and business users to create more efficient and effective solutions that are easier to maintain.
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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.
Cisco - Contact Center
JULY 10, 2024
Stay ahead of sophisticated cybersecurity threats with the trifecta effect of integrating XDR, SIEM, and SOAR. Learn how integrating these technologies can enhance your organization's security.
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
JULY 10, 2024
The refreshed Support Track content for FY24 is designed to provide Cisco partners with a structured, comprehensive learning path that addresses both foundational and advanced support needs.
SmartAction
JULY 10, 2024
ST. LOUIS, MO, July 10, 2024 Capacity , an AI-powered support automation platform relentlessly focused on improving the customer journey, has acquired CereProc and SmartAction, significantly expanding its voice and Contact Center offerings. Capacity empowers teams to do their best work and deliver valuable employee and customer experiences across channels.
Acquire BPO
JULY 10, 2024
Quezon City, PH – Mayor Joy Belmonte Leads Acquire BPO’s Participation in Commitment Ceremony Acquire BPO proudly joined Quezon City’s Commitment Ceremony, spearheaded by Honorable Mayor Joy Belmonte, to celebrate unity and love within the LGBTQIA+ community. The event, attended by 210 couples in a wedding-like setting, received strong support from local councilors and LGBTQIA+ advocates.
24-7 InTouch
JULY 10, 2024
MESA, ARIZONA – JULY 10, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, announced today it is hiring over 600 customer service positions, including team leaders and operations managers, for its Mesa, Arizona campus. The Company, which partners with some of the world’s largest and most recognizable brands, is creating new jobs for Mesa and the surrounding area over the next few weeks to support its growing client port
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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.
Acquire BPO
JULY 10, 2024
Quezon City, PH – Mayor Joy Belmonte Leads Acquire BPO’s Participation in Commitment Ceremony Acquire BPO proudly joined Quezon City’s Commitment Ceremony, spearheaded by Honorable Mayor Joy Belmonte, to celebrate unity and love within the LGBTQIA+ community. The event, attended by 210 couples in a wedding-like setting, received strong support from local councilors and LGBTQIA+ advocates.
Working Solutions
JULY 10, 2024
In today’s rapidly evolving business landscape, contact centers have shifted from being mere cost centers to becoming strategic assets vital for delivering exceptional customer experiences. The transition from traditional call centers to technology-driven contact centers has been marked by significant advancements in AI, automation, and analytics.
TCN
JULY 10, 2024
The short answer is yes. Contact center software will aid in scaling operations within your company. However, the right contact center software that empowers you to deliver exceptional customer experiences while seamlessly scaling to meet your growing needs will make or break your business’s future success. That’s where TCN, a contact center software platform with […] The post Does Contact Center Software Allow My Business to Scale Operations?
Calltools
JULY 10, 2024
Modern contact centers can play critical roles in making customers feel valued. They can also do a lot of harm and push customers away from your brand. That’s why successful contact centers need to focus on customer satisfaction scores (CSAT). If your contact center makes people feel appreciated, you’ve won them over as returning customers.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Concentrix
JULY 10, 2024
Choosing the right LLM for your business doesn’t have to be a struggle. Let Concentrix show you how Generative AI modeling can make it easy!
AWS Machine Learning
JULY 10, 2024
Knowledge Bases for Amazon Bedrock is a fully managed service that helps you implement the entire Retrieval Augmented Generation (RAG) workflow from ingestion to retrieval and prompt augmentation without having to build custom integrations to data sources and manage data flows, pushing the boundaries for what you can do in your RAG workflows. However, it’s important to note that in RAG-based applications, when dealing with large or complex input text documents, such as PDFs or.txt files, queryin
Concentrix
JULY 10, 2024
Learn how to strategically manage your AI solutions to drive key business outcomes.
AWS Machine Learning
JULY 10, 2024
Frontier large language models (LLMs) like Anthropic Claude on Amazon Bedrock are trained on vast amounts of data, allowing Anthropic Claude to understand and generate human-like text. Fine-tuning Anthropic Claude 3 Haiku on proprietary datasets can provide optimal performance on specific domains or tasks. The fine-tuning as a deep level of customization represents a key differentiating factor by using your own unique data.
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!
AWS Machine Learning
JULY 10, 2024
Responsible AI is a longstanding commitment at Amazon. From the outset, we have prioritized responsible AI innovation by embedding safety, fairness, robustness, security, and privacy into our development processes and educating our employees. We strive to make our customers’ lives better while also establishing and implementing the necessary safeguards to help protect them.
AWS Machine Learning
JULY 10, 2024
Imagine this—all employees relying on generative artificial intelligence (AI) to get their work done faster, every task becoming less mundane and more innovative, and every application providing a more useful, personal, and engaging experience. To realize this future, organizations need more than a single, powerful large language model (LLM) or chat assistant.
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