Callminer
NOVEMBER 29, 2023
Despite increased investments in AI, concerns about AI risks are also prominent. Read this blog to learn about examples of responsible AI, showcasing how to use the technology while minimizing risk.
AWS Machine Learning
NOVEMBER 29, 2023
The rapid growth of generative AI brings promising new innovation, and at the same time raises new challenges. These challenges include some that were common before generative AI, such as bias and explainability, and new ones unique to foundation models (FMs), including hallucination and toxicity. At AWS, we are committed to developing generative AI responsibly, taking a people-centric approach that prioritizes education, science, and our customers, to integrate responsible AI across the end-to-
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kommunicate
NOVEMBER 29, 2023
Last Updated on November 29, 2023 In a large enterprise, the role of a Product Manager emerges as a linchpin for success. A PM is someone who paves the path for the growth of the product and turning into a cash cow for the business. Marty Cagan, in his seminal work “Inspired,” succinctly captures the [.] The post How To Resolve Customer Experience Issues As A Large Company’s Product Manager appeared first on Kommunicate Blog.
AWS Machine Learning
NOVEMBER 29, 2023
Data preparation is a crucial step in any machine learning (ML) workflow, yet it often involves tedious and time-consuming tasks. Amazon SageMaker Canvas now supports comprehensive data preparation capabilities powered by Amazon SageMaker Data Wrangler. With this integration, SageMaker Canvas provides customers with an end-to-end no-code workspace to prepare data, build and use ML and foundations models to accelerate time from data to business insights.
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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.
Cisco - Contact Center
NOVEMBER 29, 2023
In my previous blog , The Rise and Rise of DevOps Adoption , I explored the remarkable rise in popularity of DevOps and the rapid adoption of DevOps practices across the tech industry.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
NOVEMBER 29, 2023
Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. ( Call-backs are great for bridging the gap between self-service and live calls, by the way
AWS Machine Learning
NOVEMBER 29, 2023
Amazon SageMaker Studio provides a fully managed solution for data scientists to interactively build, train, and deploy machine learning (ML) models. Amazon SageMaker notebook jobs allow data scientists to run their notebooks on demand or on a schedule with a few clicks in SageMaker Studio. With this launch, you can programmatically run notebooks as jobs using APIs provided by Amazon SageMaker Pipelines , the ML workflow orchestration feature of Amazon SageMaker.
VirtualPBX
NOVEMBER 29, 2023
Guest Blog From SayNine Business communication changes almost on a daily basis, and it is essential for businesses to try to keep up with the new trends in the sphere. One of the newly emerged game-changers in this sphere is the Voice over Internet Protocol (VoIP) for your business. It revolutionized the way organizations communicate both internally and with clients.
AWS Machine Learning
NOVEMBER 29, 2023
Since launching in June 2023, the AWS Generative AI Innovation Center team of strategists, data scientists, machine learning (ML) engineers, and solutions architects have worked with hundreds of customers worldwide, and helped them ideate, prioritize, and build bespoke solutions that harness the power of generative AI. Customers worked closely with us to prioritize use cases, select the right foundation models (FMs), incorporate responsible AI principles, develop proofs of concept, optimize solu
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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.
Joe Rawlinson
NOVEMBER 29, 2023
The process of obtaining medications from distributors is a crucial but often overlooked aspect of pharmacy operations. Although patients only see the end result of receiving their prescription drugs, the journey those medications take from manufacturer to distributor to pharmacy is complex. Understanding how pharmacies acquire the medications they dispense can provide valuable insight for pharmacy owners and staff.
LiveVox
NOVEMBER 29, 2023
Protecting customer and company data poses a growing challenge in today’s fast-evolving digital landscape. As remote work has become a norm, organizations encounter new obstacles in identifying and authenticating users beyond their firewalls. This heightened exposure can bring increased vulnerability to network and system weaknesses, as well as potential compromises for organizations with traditional approaches. […] The post Secure Your Contact Center Operations with a Zero-Trust Framework
Nuance
NOVEMBER 29, 2023
… How University of Michigan Health-West improved clinician wellbeing Read More » The post How University of Michigan Health-West improved clinician wellbeing appeared first on What’s Next blog.
Cisco - Contact Center
NOVEMBER 29, 2023
In the fast-paced digital age, electronic waste, commonly known as e-waste, has emerged as a formidable environmental challenge.
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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.
Tethr
NOVEMBER 29, 2023
See why businesses are shifting to digital customer service and how conversation intelligence improves the omnichannel service experience.
BlueOcean
NOVEMBER 29, 2023
The fact that silos are the enemy of business success is nothing new. That they happen anyway is one of the biggest business challenges a leader must navigate. At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.
Cisco - Contact Center
NOVEMBER 29, 2023
Imagine a world where AI not only complements but significantly transforms federal operations.
IdeasUnlimited
NOVEMBER 29, 2023
IdeasUnlimited, a distinguished player in the Business Process Outsourcing (BPO) and call center services sector, has consistently demonstrated excellence in delivering top-tier solutions to its clients. With a strong commitment to quality and client satisfaction, IdeasUnlimited has become a prominent name in an industry that demands precision, adaptability, and unmatched service delivery.
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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.
Cisco - Contact Center
NOVEMBER 29, 2023
Observability is high on the agenda of every C-Suite technology discussion, and for good reason.
Hodusoft
NOVEMBER 29, 2023
HoduSoft Shines Bright with Omnichannel Excellence Award at NXTGEN BPO CONFEX 2023 HoduSoft has been awarded the prestigious “ Omnichannel Excellence in Contact Center Solutions ” award at the NXTGEN BPO CONFEX & AWARDS 2023 in recognition of its outstanding service in the field of contact center solutions. This recognition highlights HoduSoft’s commitment to innovation and offering advanced contact center solutions to empower businesses to deliver exceptional customer expe
Cisco - Contact Center
NOVEMBER 29, 2023
On November 27, the European Council adopted the EU Data Act.
Amplifai Coaching Category
NOVEMBER 29, 2023
Understanding the Gartner® Hype Cycle™ and the role of Everyday AI in Contact Centers is crucial to pinpoint and choose the best AI-powered solutions that drive productivity, efficiency, and ultimately revenue.
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!
Cisco - Contact Center
NOVEMBER 29, 2023
As the world faces complex challenges, universities have emerged as vital institutions for innovation, talent and knowledge creation.
Babelforce
NOVEMBER 29, 2023
Call queues are a universally dreaded aspect of calling customer service. No one likes to wait in line, whether it’s at the grocery store or on the phone with customer support. But why do we hate waiting so much? What is it about being in a call queue that makes us feel irritated, frustrated, and downright angry? As it turns out, some scientists have gone out of their way to study the psychology behind our hatred of waiting – and we’ve got some answers for you.
CSM Magazine
NOVEMBER 29, 2023
In the changing landscape of business operations, it is crucial to find ways to streamline processes and increase efficiency. One area that often poses challenges for companies is payroll management. Keeping track of employee wages and generating paystubs can be time-consuming and prone to errors if done manually. However, by integrating generators with accounting software, businesses can simplify their payroll process, save time, and minimize the risk of discrepancies.
Cisco - Contact Center
NOVEMBER 29, 2023
Zero Trust Network Access (ZTNA) is a secure remote access service. It verifies remote users and grants them access to the right resources at the right times based on identity and context policies.
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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.
24-7 InTouch
NOVEMBER 29, 2023
IntouchCX’s sophisticated trust and safety solutions streamline customer support and case resolution processes for gig economy brands. Our expertise allows us to deliver exceptional customer experiences while strengthening rideshare marketplace safety. A leading North American ridesharing company in the gig economy industry needed our help resolving complaints quickly and accurately and improving their trust and safety processes.
Calltools
NOVEMBER 29, 2023
Interactive voice surveys (IVR surveys) are one easy and effective way for your call center to gather useful insight about the customer experience. This automated phone survey allows customers to respond to a series of questions by using their phone’s dialing pad. In most cases, contact centers will use IVR surveys at the end of the call, allowing customers to voice their opinions directly after working with a call center agent.
Cisco - Contact Center
NOVEMBER 29, 2023
This blog was guest authored by Sean Curtis , Director, Technology Experiences with Cisco.
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