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

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 98

Management 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 89

Metrics Best practices Enterprise Accountability 89

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

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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.

Customer Experience

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 87

Management Metrics Construction Sales 87

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

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

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

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

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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

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

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 86

Transportation APIs Personalization Enterprise 86

AWS Machine Learning

SEPTEMBER 11, 2024

Data contains information, and information can be used to predict future behaviors, from the buying habits of customers to securities returns. Businesses are seeking a competitive advantage by being able to use the data they hold, apply it to their unique understanding of their business domain, and then generate actionable insights from it. The financial services industry (FSI) is no exception to this, and is a well-established producer and consumer of data and analytics.

Benchmark 83

Benchmark Banking Analytics Big data 83

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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.

Customer Experience

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 71

Technology Engineering contact center solutions Scripts 71

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 73

APIs Accountability Metrics Management 73