Wed.Dec 11, 2024

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7 Reasons ChatGPT Alone Can’t Deliver the Customer Service You Need

CCNG

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.

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Service Trends in 2024: Top Predictions and Lessons Learned

TechSee

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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How AWS sales uses Amazon Q Business for customer engagement

AWS Machine Learning

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

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12 Bad Habits for Call Center Supervisors

SQM Group

Let's explore how bad habits can be overcome to unlock the full potential of your call center team.

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Enterprise ABM Marketing Tools: A Marketers Guide

Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.

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How Self-Service Customer Service Options Cut Costs

Zappix

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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From Automation to Personalization: How AI is Shaping the Future of CX

Hodusoft

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.

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Get Compliant Fire Alarm Phones with AirDial POTS Replacement Solution

VirtualPBX

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.

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How Tealium built a chatbot evaluation platform with Ragas and Auto-Instruct using AWS generative AI services

AWS Machine Learning

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.

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The Competitive Advantage of Industry-Specific Contact Center Software

TCN

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.

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The Contact Center Manager’s Guide to AI

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.

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EBSCOlearning scales assessment generation for their online learning content with generative AI

AWS Machine Learning

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

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Mastering the Peaks: A Guide to Handling Customer Support Demand Spikes

5CA

Discover how to effectively manage customer support demand spikes during seasonal surges, product launches, and viral marketing campaigns.

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WFM and AI: How Artificial Intelligence Will Transform Workforce Planning in the Future

CSM Magazine

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.

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Discover insights from your Amazon Aurora PostgreSQL database using the Amazon Q Business connector

AWS Machine Learning

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

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4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.

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Which Lead Distribution Methods Work Best for Your Contact Center?

Calltools

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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On January 20, 2025, “We, the People of the United States” declare our independence from Day One dictator Donald Trump and his #MAGA oligarchy.

Bill Quiseng

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.