Wed.Apr 23, 2025

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From Cost to Catalyst: A Consultant’s View on Transforming Organizations Through Workforce Management

CCNG

Over my 20+ year career, I’ve gained extensive insights into the critical role of Workforce Management (WFM) in enhancing organizational efficiency and driving customer retention and loyalty. Transitioning from the corporate sphere to consulting in recent years has further reinforced my beliefs. I’ve observed numerous clients struggle with several key issues: Identifying Cost Inefficiencies : Many organizations fail to pinpoint where their staffing models and processes are lacking, w

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Protect sensitive data in RAG applications with Amazon Bedrock

AWS Machine Learning

Retrieval Augmented Generation (RAG) applications have become increasingly popular due to their ability to enhance generative AI tasks with contextually relevant information. Implementing RAG-based applications requires careful attention to security, particularly when handling sensitive data. The protection of personally identifiable information (PII), protected health information (PHI), and confidential business data is crucial because this information flows through RAG systems.

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Simple Measures That Prevent Big and Costly Workplace Incidents

Joe Rawlinson

In industrial settings where chemicals, liquids and other hazardous materials are routinely handled, workplace safety isnt just a legal requirementits a business necessity. A single incident involving spills, leaks or mishandling can result in severe injury, environmental harm and costly downtime. Fortunately, many of these risks can be significantly mitigated through simple, proactive measures that any organization can adopt, regardless of size or sector.

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Connect and BLOCKPHISH partner to deliver AI cyber advisory services

Connect

Artificial intelligence ( AI ) is permeating every sphere of business as companies integrate the technology into operations to drive efficiencies and achieve scale. While implementing technologies like generative AI ( GenAI ) and large language models (LLMs) in the business can create huge opportunities for organisations, they also come with risks as they introduce new attack vectors.

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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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Build an AI-powered document processing platform with open source NER model and LLM on Amazon SageMaker

AWS Machine Learning

Archival data in research institutions and national laboratories represents a vast repository of historical knowledge, yet much of it remains inaccessible due to factors like limited metadata and inconsistent labeling. Traditional keyword-based search mechanisms are often insufficient for locating relevant documents efficiently, requiring extensive manual review to extract meaningful insights.

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Instro AI Assistant Deployed by AMADA Creating Global Knowledge Base Saving Nearly 1,000 Field Engineer Hours to Date

CSM Magazine

AI Chat-like support for site engineers delivers snappy native language responses based on over ten thousand pages of documentation and 6,000 site visit reports. Instro AI Solutions has announced the deployment of the Instro AI Assistant at AMADA , a global leader in sheet metal machinery, giving the company a chat-based support system combining machine documentation and engineer service records.

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6 AI-driven digital tools to improve customer service

Connect

In todays fast-paced, digital-first consumer market, omnichannel contact centres have become the frontline for customer service. By Greg Jarvis , Head of Customer Success at Connect SA In the quest to deliver exceptional customer service and customer experiences (CX) that meet evolving expectations around digital engagement, operators must leverage digital transformation strategies to maintain a competitive edge.

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Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights 

Calabrio

Analytics Workforce Management Clarity in the Chaos: How Contact Centers Are Turning Data into Direction with Calabrio Insights Jump ahead Data Is Everywhere. Insight Is Rare. Insights: The Single Source of Truth for Contact Center Performance Purposeful Innovation Across a Fully Unified WEM Suite Sentiment Analysis Gets Smarter: The Shift to GenAI Agent Enablement: The Next Frontier Automation Where It Matters: Auto QM Staying Ahead in the Moment: WFM Notifications The Power of a Connected Suit

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C3 2025: Recapping TCN’s First In-Person User Conference

TCN

After years of planning and building on our previous virtual C3 conferences, the first in-person C3 User Conference was one to remember. TCN clients, partners and other professionals from around the world gathered at the new Black Desert Resort, near Zion National Park, for three days of exploring, adventure and learning. It goes without saying […] The post C3 2025: Recapping TCN’s First In-Person User Conference appeared first on TCN.

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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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Empowering Contact Centers with Intelligent Insights: The “Why” Behind Calabrio’s Conversation Intelligence Innovations 

Calabrio

Analytics Empowering Contact Centers with Intelligent Insights: The “Why” Behind Calabrios Conversation Intelligence Innovations Jump ahead With Customer Expectations at an All-Time High, Conversation Intelligence Matters More Than Ever The Future of Quality is Here Explore Our Latest Conversation Intelligence Features and Capabilities Enhanced, GenAI-powered Auto QM Interaction Summary Now Available for All Analytics Customers Rebuilt Sentiment Analysis Engine Powers Deeper Insights

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How to Write a Winning Sales Proposal that Closes Deals

Cincom

Introduction How important do you think sales proposals are? To put it in simple language- it is the deciding factor whether you win a deal or lose it to a competitor. It’s not just a document, but rather your chance to persuade prospective clients that your product or service is the optimum solution for their problem. It’s your opportunity to stand out, make a difference, and convince your customer to invest in your product or service.

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Workforce Innovation That Works for You: How Leading Contact Centers Are Staying Ahead in 2025

Calabrio

Workforce Management Workforce Innovation That Works for You: How Leading Contact Centers Are Staying Ahead in 2025 Jump ahead Rethinking Workforce Management: Innovation That Delivers Against Todays Biggest Challenges Explore Calabrios Latest Workforce Management Innovations Activity Request Sessions Notifications Vacation Planner Pro Real-Time Desktop Analytics Periodization The Bottom Line: It's About Outcomes Share Book a demo Lets get started The modern contact center is at a crossroad

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5CA People: A Bold New Chapter in Remote Talent Engagement

5CA

Discover how 5CA People is transforming remote hiring with a purpose-built, in-house talent marketplace. Designed to connect global professionals.

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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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Start in the Kitchen: Why Every Smart AI Strategy Begins with Back Office Automation

Balto

Picture your contact center as a bustling restaurant. Customers experience the attentive host and the crafted mealthe front of house. But the entire operation depends on what happens out of sight: the relentless, repetitive work in the kitchen. The dishwasher isnt glamorous, but if it breaks, the whole show falls apart. Thats where your AI journey should begin: not out in the open with high-stakes customer interactions, but in the back officewhere automation does its best work, quietly and relen