Wed.Jan 29, 2025

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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

Many organizations believe that a simple document holder or database with a search bar is a knowledge management system. Its a common misconception – those tools may store information, but they fall short in delivering the right answers, actionable processes, and feedback loops for multi-channel support for both employees and customer self-service.

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Generative AI operating models in enterprise organizations with Amazon Bedrock

AWS Machine Learning

Generative AI can revolutionize organizations by enabling the creation of innovative applications that offer enhanced customer and employee experiences. Intelligent document processing , translation and summarization, flexible and insightful responses for customer support agents, personalized marketing content, and image and code generation are a few use cases using generative AI that organizations are rolling out in production.

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The role of AI in automating quality monitoring

Callminer

AI is transforming the way call centers operate in numerous ways, including by automating quality monitoring and enabling companies to maintain rigorous quality standards. Learn how in this blog.

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Study Tips to Ace Your Teacher Certification Exam 

CSM Magazine

Indeed, becoming a certified teacher is a rewarding milestone. Nonetheless, getting there, ie. passing the teacher certification exam, can feel daunting. Whether youre fresh out of college or transitioning into teaching, this test is your gateway to the classroom. The good news? With the right strategies, you can tackle the teacher certification exam confidently and come out on top.

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Turn Your Contact Center Into a Profit Machine with AI

Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.

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DMG Consulting Releases 2024 – 2025 Knowledge Management for the AI-Enabled Enterprise

DMG Consulting

MEDIA ALERT DMG Consulting Releases 2024 2025 Knowledge Management for the AI-Enabled Enterprise AI driving strong momentum and accelerated expansion in this underappreciated sector Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services What: Releases 2024 2025 Knowledge Management for the AI-Enabled Enterprise Report When: Today, 14 January 2025 Where: Available at the DMG Consulting online store Background: DMG Consulting LLC, a

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How Does Contact Center Software Help in Managing High Call Volumes?

TCN

If your contact center and its agents arent equipped to handle high call volumes, your overall business operations could suffer including everything from your customer service to your revenue cycle. However, having dedicated, efficient agents isnt enough. Your contact center needs the right software foundation to handle surges in call traffic with ease.

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How AI Can Be Used in Customer Services

CSM Magazine

Artificial Intelligence (AI) is changing the way businesses interact with customers. Companies in various industries are using AI to improve efficiency, reduce costs, and provide better service. AI-powered tools, such as virtual receptionists and automated scripts with AI voices, are becoming common. These technologies help businesses handle customer queries quickly and accurately, improving customer satisfaction.

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The Revenue Revolution: Transforming Account Management Beyond Traditional Sales

Kapta Customer Success

What if your key accounts could generate twice the revenue they do today? It's not just possible it's happening for companies that have moved beyond traditional account management. While most organizations struggle to retain and grow their strategic accounts, industry leaders are transforming their approach to account management into a powerful revenue engine.

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AI in Customer Service: Huge Fail or Epic Win?

Abby Connect

Forbes recently published an article by Abby Connect’s own Lisa Snyder on how to harness AI for smarter operations and business growth. It’s clear that the rise of artificial intelligence (AI) is revolutionising industries across the globe, and customer service is no exception.

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State of AI in Sales & Marketing 2025

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

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Future of the Contact Center

Concentrix

RESEARCH REPORT Future of the Contact Center Are You Prepared for Whats Next in Customer Engagement? This is your ultimate guide for navigating the evolution of customer service, technology, and workforce management.

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You Might Need Call Management If…

VirtualPBX

Here’s a quick checklist to help determine if your business could benefit from incorporating call management software. 1. Your Customer Experience Is Lacking Maybe youve received negative feedback, or maybe you realize that your team is a little stretched and the customer experience for your business has taken a bit of a hit. Unanswered calls, long hold times, questions that arent answered quite right, or sentiments that dont reflect your brand can all negatively affect your customer exper

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Concentrix Positioned as Highest Leader in Everest Group’s B2B Sales Services PEAK Matrix® Assessment 2024

Concentrix

Company recognized for strategic integration of AI technologies, comprehensive partner ecosystem, and exceptional client flexibility and scalability in B2B sales services NEWARK, Calif., (Jan.

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The ultimate guide to Microsoft Teams Direct Routing

Momentum Telecom

Making the shift to a Microsoft Teams Phone system doesn’t have to be hard. Navigating the many licenses and bundles Microsoft offers to add Public Switched Telephone Network (PSTN) connectivity to Teams can be challenging. Thankfully, the decision comes down to three popular solutions: Microsoft Teams Direct Routing , Microsoft Calling Plans, and Operator Connect.

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How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook

In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

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Next-Gen Customer Care: Beyond the Contact Center

Concentrix

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FluentStream Welcomes Kerrin Parker as CEO, Unveils Exciting New Features

FluentStream

FluentStream is proud to announce the appointment of Kerrin Parker as its new CEO, with Cass Gilmore transitioning to the role of chairman. Since joining the company in 2022 as Chief Operating Officer, Kerrin has played a pivotal role in. Read More The post FluentStream Welcomes Kerrin Parker as CEO, Unveils Exciting New Features appeared first on FluentStream.

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How to Apply Erlang C in Call Center Planning with Excel

Injixo

All it takes is one glance at the Erlang C formula to wonder if theres a simpler way to send humans to Mars.I mean, to calculate staffing requirements.

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FluentStream Welcomes Kerrin Parker as CEO, Unveils Exciting New Features

FluentStream

FluentStream is proud to announce the appointment of Kerrin Parker as its new CEO, with Cass Gilmore transitioning to the role of chairman. Since joining the company in 2022 as Chief Operating Officer, Kerrin has played a pivotal role in. Read More The post FluentStream Welcomes Kerrin Parker as CEO, Unveils Exciting New Features appeared first on FluentStream.

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The GTM Intelligence Era: ZoomInfo 2025 Customer Impact Report

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

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Next-Gen Customer Care: Beyond the Contact Center

Concentrix

See how Concentrix and Salesforce use AI to transform CX. Explore use cases, improve performance with Agentforce, and deliver personalized customer care.

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Lesson #8 Revisited: The Convergence of VoC and Market Research in the Age of AI

PeopleMetrics

In Listen or Die , I highlighted the distinct purposes of Voice of Customer (VoC) programs and market research. While VoC focuses on real-time, operational feedback from all customers, market research traditionally delivers strategic insights based on a sample of customers. In 2017, these two disciplines were starting to converge. Today, thanks to AI, that convergence has accelerated in ways that I could never have imagined 8 years ago.

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Deploy DeepSeek-R1 Distilled Llama models in Amazon Bedrock

AWS Machine Learning

Open foundation models (FMs) have become a cornerstone of generative AI innovation, enabling organizations to build and customize AI applications while maintaining control over their costs and deployment strategies. By providing high-quality, openly available models, the AI community fosters rapid iteration, knowledge sharing, and cost-effective solutions that benefit both developers and end-users.

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You Might Need Call Management If…

VirtualPBX

Here’s a quick checklist to help determine if your business could benefit from incorporating call management software. 1. Your Customer Experience Is Lacking Maybe youve received negative feedback, or maybe you realize that your team is a little stretched and the customer experience for your business has taken a bit of a hit. Unanswered calls, long hold times, questions that arent answered quite right, or sentiments that dont reflect your brand can all negatively affect your customer exper

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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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Deploy DeepSeek-R1 distilled Llama models with Amazon Bedrock Custom Model Import

AWS Machine Learning

Open foundation models (FMs) have become a cornerstone of generative AI innovation, enabling organizations to build and customize AI applications while maintaining control over their costs and deployment strategies. By providing high-quality, openly available models, the AI community fosters rapid iteration, knowledge sharing, and cost-effective solutions that benefit both developers and end-users.

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Next-Level Patient and Member Engagement:

Concentrix

HIMSS 2025 LUNCH AND LEARN Next-Level Patient andMember Engagement: AI-Driven Insights and Seamless Omnichannel Solutions Register Now March 5, 2025 11:30am to 1:00pm PST Las Vegas, NV Join Concentrix and Genesys at HIMSS 2025 Explore how AI, analytics, and omnichannel strategies improve patient and member engagement.