CCNG

SEPTEMBER 11, 2024

The technological advancements of recent years have paved the way for transformative trends that are reshaping how contact centers operate, deliver services, and engage with customers. Ranging from the intricacies of AI-driven personalization to the influential real-time analytical capabilities shaping proactive decision-making, these trends not only redefine operational structures but also signify a monumental shift in how contact centers engage with customers, aiming to provide unparalleled ex

Contact Center 195

Contact Center Technology CCNG First call resolution 195

AWS Machine Learning

SEPTEMBER 11, 2024

Time series data is a distinct category that incorporates time as a fundamental element in its structure. In a time series, data points are collected sequentially, often at regular intervals, and they typically exhibit certain patterns, such as trends, seasonal variations, or cyclical behaviors. Common examples of time series data include sales revenue, system performance data (such as CPU utilization and memory usage), credit card transactions, sensor readings, and user activity analytics.

Management 105

Management Metrics Construction Sales 105

Cisco - Contact Center

SEPTEMBER 11, 2024

Experience the learning, inspiration, and fun with Learning & Certifications at Cisco Connect LatAm in Cancùn, Mexico, September 10-12, 2024.

98

98

AWS Machine Learning

SEPTEMBER 11, 2024

Machine learning operations (MLOps) are a set of practices that automate and simplify machine learning (ML) workflows and deployments. What is MLOps provides a detailed description of this concept. As ML workloads become increasingly complex and consume more energy and resources, a growing number of companies are looking for ways to manage both the costs and the carbon footprint associated with these workloads.

Metrics 101

Metrics Best practices Enterprise Accountability 101

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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

Cisco - Contact Center

SEPTEMBER 11, 2024

Integrating ThousandEyes with Meraki MX revolutionizes managed services by enhancing network visibility, proactive monitoring, and seamless management, ensuring superior digital experiences and reduced downtime for clients.

Management 96

Management 96

CSM Magazine

SEPTEMBER 11, 2024

If women dominate one field, it’s arguably customer service. In the US alone, only 27.4% of customer service representatives are men—the other 72.6% are women. Why exactly is that? Front Logix Solutions explains that women are more likely to have the soft skills needed to engage customers and address their queries in a compassionate and empathetic manner.

Customer Service 52

Customer Service Personalization 52

AWS Machine Learning

SEPTEMBER 11, 2024

In June, I started a series of posts that highlight the key factors that are driving customers to choose Amazon Bedrock. The first covered building generative AI apps securely with Amazon Bedrock , while the second explored building custom generative AI applications with Amazon Bedrock. Now I’d like to take a closer look at Amazon Bedrock Agents , which empowers our customers to build intelligent and context-aware generative AI applications, streamlining complex workflows and delivering natural,

Transportation 94

Transportation APIs Personalization Enterprise 94

CSM Magazine

SEPTEMBER 11, 2024

Specialised Fire & Security is using BigChange job management software to improve customer service with engineers live-linked to back-office systems using a mobile app. Using the system, Specialised has already automated around 80 percent of its routine job management workflows allowing back-office staff and field engineers to focus on the customer experience.

Customer Service 52

Customer Service Engineering CRM Finance 52

24-7 InTouch

SEPTEMBER 11, 2024

The moment of interaction between an agent and a customer can make or break the relationship. As customers increasingly demand immediate, personalized, and seamless service, businesses are turning to artificial intelligence (AI) and automation to enhance these live interactions. Gone are the days when agents solely relied on their training and intuition—AI now plays a vital role in supporting agents and driving efficiency throughout the customer journey.

Customer Experience 52

Customer Experience Scripts Personalization Customer Support 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

CSM Magazine

SEPTEMBER 11, 2024

Achieving consistency in the kitchen is a skill every home cook aspires to master. From novice chefs to seasoned professionals, everyone benefits from proven techniques that lead to reliable, delicious results. Whether you’re experimenting with new recipes or perfecting classic dishes, there are key strategies you can adopt to ensure every meal turns out exactly how you want it.

Management 52

Management 52

Cisco - Contact Center

SEPTEMBER 11, 2024

Cisco's innovative network solutions played a crucial role in NBCUniversal's extensive and successful coverage of the Olympic and Paralympic Games Paris 2024, showcasing the power of a decade-long partnership in revolutionizing sports broadcasting.

Entertainment 52

Entertainment 52

TCN

SEPTEMBER 11, 2024

The Telephone Consumer Protection Act (TCPA) is a federal law in the United States designed to protect consumers from unwanted telemarketing calls, text messages and faxes. If contact centers do not comply with the rules set out by the TCPA, they are subject to consequences such as hefty fines and lawsuits. With SMS communication rising […] The post Avoiding TCPA Fines: Best Practices for SMS Marketing appeared first on TCN.

Best practices 52

Best practices Marketing Telemarketing Contact Center 52

Concentrix

SEPTEMBER 11, 2024

Discover key factors to effectively leverage advanced technology to drive sports fan loyalty in Major League Baseball (MLB).

Technology 48

Technology 48

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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

AWS Machine Learning

SEPTEMBER 11, 2024

We are thrilled to introduce Amazon Elastic Kubernetes Service (Amazon EKS) support in Amazon SageMaker HyperPod , a purpose-built infrastructure engineered with resilience at its core. This capability allows for the seamless addition of SageMaker HyperPod managed compute to EKS clusters, using automated node and job resiliency features for foundation model (FM) development.

APIs 82

APIs Accountability Metrics Management 82

AWS Machine Learning

SEPTEMBER 11, 2024

Technology operations (TechOps) refers to the set of processes and activities involved in managing and maintaining an organization’s IT infrastructure and services. There are several terminologies used with reference to managing information technology operations, including ITOps, SRE, AIOps, DevOps, and SysOps. For the context of this post, we refer to these terminologies as TechOps.

Technology 87

Technology Engineering contact center solutions Scripts 87