CCNG
DECEMBER 11, 2024
With ChatGPT making a huge splash in the news lately, people are asking what this means for Conversational AI. The short answer is ChatGPT will not replace Conversational AI, particularly for customer service and contact center use cases. When used stand-alone, it cannot deliver the basic must-have requirements for enterprise use and above all, is not even designed for them.
TechSee
DECEMBER 11, 2024
2024 promised groundbreaking shifts in customer service, with experts forecasting transformative technologies and strategies. Some of these predictions hit the bullseye, while others missed the mark. Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by i
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AWS Machine Learning
DECEMBER 11, 2024
Earlier this year, we published the first in a series of posts about how AWS is transforming our seller and customer journeys using generative AI. In addition to planning considerations when building an AI application from the ground up, it focused on our Account Summaries use case, which allows account teams to quickly understand the state of a customer account, including recent trends in service usage, opportunity pipeline, and recommendations to help customers maximize the value they receive
Zappix
DECEMBER 11, 2024
In todays fast-paced digital world, customer service is evolving rapidly to meet rising consumer expectations. Among the most impactful innovations is the adoption of self-service options, which empower customers to find solutions independently. Businesses not only enhance the customer experience by providing these tools but also realize significant cost savings.
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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.
Hodusoft
DECEMBER 11, 2024
From Automation to Personalization: How AI is Shaping the Future of CX Would you be surprised to know that one out of every two customers would switch brands following just one bad customer experience (CX)? This may sound too extreme to be true but it’s a fact. A study conducted by Emplifi found that almost 50 percent of American customers switched from one company to another after just one bad CX.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TCN
DECEMBER 11, 2024
Managing a contact center of any kind is challenging, which is why having a contact center software platform that can keep up with the ebbs and flows of a busy business is crucial. However, when your contact center software platform is specifically designed for your industry, your organization will be more reliable, secure and ready […] The post The Competitive Advantage of Industry-Specific Contact Center Software appeared first on TCN.
Concentrix
DECEMBER 11, 2024
Discover how the New South Wales Government revolutionized homeless support services through digital transformation with the Journey on Home mobile app.
VirtualPBX
DECEMBER 11, 2024
In todays ever-changing telecommunications landscape, ensuring reliable fire alarm phones has never been more critical for property managers. Traditional Plain Old Telephone Service (POTS) lines, long used for fire alarm communication with monitoring stations, are becoming a thing of the past. The FCC’s deregulation of POTS lines has caused prices to skyrocket, and many telecom providers are actively retiring their copper networks.
5CA
DECEMBER 11, 2024
Discover how to effectively manage customer support demand spikes during seasonal surges, product launches, and viral marketing campaigns.
Advertiser: ZoomInfo
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.
AWS Machine Learning
DECEMBER 11, 2024
Amazon Aurora PostgreSQL-Compatible Edition is a fully managed, PostgreSQL-compatible, ACID-aligned relational database engine that combines the speed, reliability, and manageability of Amazon Aurora with the simplicity and cost-effectiveness of open source databases. Aurora PostgreSQL-Compatible is a drop-in replacement for PostgreSQL and makes it simple and cost-effective to set up, operate, and scale your new and existing PostgreSQL deployments, freeing you to focus on your business and appli
CSM Magazine
DECEMBER 11, 2024
As the business landscape continues to evolve, workforce planning is becoming more complex and dynamic thanks to companies across all industries being tasked with managing increasingly global, diverse, and hybrid workforces. But while the workforce evolves, the methods required for effective workforce planning are still very much in the ‘traditional’ and ‘manual’ phase.
AWS Machine Learning
DECEMBER 11, 2024
EBSCOlearning offers corporate learning and educational and career development products and services for businesses, educational institutions, and workforce development organizations. As a division of EBSCO Information Services, EBSCOlearning is committed to enhancing professional development and educational skills. In this post, we illustrate how EBSCOlearning partnered with AWS Generative AI Innovation Center (GenAIIC) to use the power of generative AI in revolutionizing their learning assessm
Calltools
DECEMBER 11, 2024
Acquiring leads is one of the main challenges of contact centers. However, lead distribution strategies can allow your agents to have an even playing field or set up your leads to speak with your most qualified support staff. Selecting the right lead distribution method is essential to the success of your campaign. In this guide, we’ll explore the various lead distribution strategies your contact center can implement and the benefits of using automated lead distribution.
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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.
AWS Machine Learning
DECEMBER 11, 2024
This post was co-written with Varun Kumar from Tealium Retrieval Augmented Generation (RAG) pipelines are popular for generating domain-specific outputs based on external data thats fed in as part of the context. However, there are challenges with evaluating and improving such systems. Two open-source libraries, Ragas (a library for RAG evaluation) and Auto-Instruct, used Amazon Bedrock to power a framework that evaluates and improves upon RAG.
Bill Quiseng
DECEMBER 11, 2024
On January 20, 2025, “We, the People of the United States” declare our independence from Day One dictator Donald Trump and his #MAGA oligarchy. “No other country in the developed world as “for-profit” health insurance. And you know what, that’s why they have lower healthcare costs than we do. Their people aren’t burdened with the cost of supporting billionaire health insurance executives millionaires who work for them.” Dr.
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