Wed.Nov 13, 2024

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From Trends to Transformation: The AI-First Contact Center

CCNG

A convergence of technology, labor, business, and consumer trends is fundamentally reshaping customer service, demanding a new strategy for success. At the same time, rapid advances in Artificial Intelligence (AI) are transforming technology and redefining how we live, work, and communicate. Just as the internet of the 1990s evolved into today’s world of smartphones, social media, connected devices, and remote work, AI is now drawing a line between our pre-AI past and a future where it is as int

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Transcribe, translate, and summarize live streams in your browser with AWS AI and generative AI services

AWS Machine Learning

Live streaming has been gaining immense popularity in recent years, attracting an ever-growing number of viewers and content creators across various platforms. From gaming and entertainment to education and corporate events, live streams have become a powerful medium for real-time engagement and content consumption. However, as the reach of live streams expands globally, language barriers and accessibility challenges have emerged, limiting the ability of viewers to fully comprehend and participa

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Cisco and Our Partners: Moving Forward as One

Cisco - Contact Center

Celebrate the future of technology from Partner Summit 2024! Discover the Cisco 360 Partner Program and One Cisco initiative, empowering partners to drive AI transformation and deliver unparalleled customer outcomes.

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Build a reverse image search engine with Amazon Titan Multimodal Embeddings in Amazon Bedrock and AWS managed services

AWS Machine Learning

In ecommerce, visual search technology revolutionizes how customers find products by enabling them to search for products using images instead of text. Shoppers often have a clear visual idea of what they want but struggle to describe it in words, leading to inefficient and broad text-based search results. For example, searching for a specific red leather handbag with a gold chain using text alone can be cumbersome and imprecise, often yielding results that don’t directly match the user’s intent

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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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Why CCaaS is a Game-Changer for Small and Medium-Sized Businesses

SharpenCX

Boost your SMB's customer service with cloud-based, AI-driven tools to improve efficiency and seamless omnichannel support. Contact us today!

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3 Ways a Plumbing Answering Service Fixes Communication Leaks

Ambs Call Center

There are so many plumbers—especially one man shows and small firms—who rely on their cell phone and voicemail for all incoming calls. That means your cell phone is the only point of contact for every new, potential client as well as all of your existing clients. You could hire someone to answer your calls, sure, but that's not very cost-effective.

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Improve governance of models with Amazon SageMaker unified Model Cards and Model Registry

AWS Machine Learning

You can now register machine learning (ML) models in Amazon SageMaker Model Registry with Amazon SageMaker Model Cards , making it straightforward to manage governance information for specific model versions directly in SageMaker Model Registry in just a few clicks. Model cards are an essential component for registered ML models, providing a standardized way to document and communicate key model metadata, including intended use, performance, risks, and business information.

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Sustainability 101: What is e-waste?

Cisco - Contact Center

You have an electronic product that is no longer working and it has now become what is sometimes referred to as “e-waste.” Learn more about this topic from Cisco's Kelsi Doran.

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From Friction to Flow: How Digital Engagement Drives Efficiency and Customer Satisfaction

Zappix

Today, customers expect seamless, responsive, and efficient interactions across all touchpoints. From ordering a coffee to scheduling a doctor’s appointment, people look for experiences that are easy, fast, and accessible. For businesses, this means adapting to meet these high expectations or risking customer dissatisfaction and churn. That’s where digital engagement shines, transforming clunky, manual processes into streamlined experiences that drive both operational efficiency and customer sat

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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How to unlock the power of empathy to improve customer retention

AnswerConnect

Discover how to use the power of empathy in your customer service. Build trust and improve customer retention with empathetic customer service experiences. The post How to unlock the power of empathy to improve customer retention appeared first on AnswerConnect Blog.

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How Contact Centers Are Using LLMs to Get Better Insights—and a Bigger Seat at the Table

Balto

If you’re running a contact center today, you know that keeping a pulse on your customer is everything. But surveys and outdated speech analytics aren’t cutting it anymore. Large language models (LLMs)—advanced AI systems trained on vast amounts of text data—are changing the game, bringing a level of insight we’ve never seen before. Now, it’s not just about handling calls better; it’s about contact centers gaining a real voice and influence across the business.

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Is Ai Sexist?

Abby Connect

How Abby Connect is Tackling Bias in Our Ai Virtual Receptionist Artificial intelligence is changing the way we live and work. From Ai virtual receptionists to automated customer service, Ai systems are increasingly handling tasks that once required human interaction. But as Ai takes on more responsibilities, a pressing question arises: Is AI sexist?

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Overwhelmed with Writing Assignments? WritePapers.com Has Your Back

CSM Magazine

Picture this: You’re sitting at your desk, surrounded by a mountain of textbooks, notes scattered like confetti, and a to-do list that seems to be multiplying by the minute. Deadlines are looming, your brain is fried, and you’re starting to feel like you’re drowning in a sea of assignments. We’ve all been there, those moments when the weight of academic expectations feels like it’s crushing us.

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Your Roadmap to Successful AI Implementations in the Contact Center

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.

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Why Your Contact Center Needs Voice Analytics

TCN

Your contact center is nothing without its customers. So, shouldn’t you be doing everything you can to optimize customer satisfaction? TCN understands that it can be daunting to know exactly how to approach improving your customer experience – that’s why it’s so important to utilize solutions like Voice Analytics, which extract insights from conversations to […] The post Why Your Contact Center Needs Voice Analytics appeared first on TCN.

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Why Does Your Business Need Effective IP Management Software?

CSM Magazine

In an ever-dynamic world where technology is on the rise, intellectual property (IP) cannot be underestimated since it is an essential component in revising prospects and growth for companies. However, the management of IP assets–which includes patents, trademarks, trade secrets, and copyrights—necessitates utmost order and security measures. IP Management Software defines a centralised solution to track, safeguard, and maximise the value of these assets.

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How Dynamic Scripting Can Improve Your Agents’ Performance

Calltools

Contact center interactions tend to be, well, a little samey. Overused phrases like “Thanks for calling” and “I understand how frustrating that must be” can seem like agents are just going through the motions. That makes it difficult to establish genuine connections with customers. Imagine that you could tailor communications based on each contact.

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SOC 2 Compliance: How to Build Customer Trust and Build Confidence

CSM Magazine

The importance of trust in today’s digital environment cannot be overstated. In order for customers to want to do business with you, they need to be able to trust you and not have any doubt that their information will be protected. One key way that businesses can establish this trust is by demonstrating their commitment to security and becoming SOC 2 compliant.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Adaptive Email Security Best Practices

Concentrix

Safeguard against increasingly advanced email threats with best practices for a robust strategy that integrates AI with human insight.

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The Role of Artificial Intelligence in Zero Trust Security

CSM Magazine

As organizations move towards cloud-based environments and enable remote work, adopting a Zero Trust Security model has become a necessity. The core principle of Zero Trust is simple yet powerful: never trust, always verify. It assumes that no user, device, or system—whether inside or outside the network—should be trusted by default. Continuous verification and validation are key to ensuring security.

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October Wrap-Up: Every Month is Cybersecurity Month at 5CA

5CA

The post October Wrap-Up: Every Month is Cybersecurity Month at 5CA appeared first on 5CA.

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75% of Most Visited Websites in U.S. And Europe Are Not Compliant With Privacy Regulations

CSM Magazine

Privacy solution provider Privado.ai released its 2024 State of Website Privacy Report , which reveals that 75% of the 100 most visited websites in the U.S. and Europe are not compliant with current privacy regulations. Despite stricter privacy enforcement in Europe, Privado found a surprising 74% of top websites in Europe do not honor opt-in consent as required by Europe’s General Data Protection Regulation (GDPR).

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Multilingual content processing using Amazon Bedrock and Amazon A2I

AWS Machine Learning

The market size for multilingual content extraction and the gathering of relevant insights from unstructured documents (such as images, forms, and receipts) for information processing is rapidly increasing. The global intelligent document processing (IDP) market size was valued at $1,285 million in 2022 and is projected to reach $7,874 million by 2028 ( source ).

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The Psychology Behind TikTok’s Viral Algorithm

CSM Magazine

With its short, interesting movies that seem to grab consumers almost instantaneously, TikTok has gone global. Still, what drives this compulsive platform? The response is a mix of cutting-edge technology and thorough awareness of human psychology. Examining how TikTok attracts users and keeps them returning for more, this article explores the psychological processes behind the viral algorithm of the platform.

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Top 5 Tools to Optimize Workflow in Service-Based Industries: Streamline Efficiency

CSM Magazine

In today’s fast-paced world, service-based industries need tools that can help manage and optimize workflow efficiently. Whether it’s scheduling appointments, managing resources, or tracking projects, having the right tools can significantly improve productivity and customer satisfaction. For example, salons can benefit from [link] , which offers features like online booking and point-of-sale management, allowing them to streamline operations without extra costs.

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Transform Your Contact Centre: Join Business Systems and teneo.ai for a Webinar on ‘Going Digital-First’

CSM Magazine

Business Systems Ltd , an industry expert in digital communications solutions, and teneo.ai – the AI-driven contact centre platform – are joining forces to present a webinar that focuses on ‘Five Signs Your Contact Centre Needs to Go Digital-First.’ The webinar, scheduled for 19 November 2024, will explore how contact centres can embrace an AI-powered, agentless model to enhance customer satisfaction, reduce churn, and significantly scale operations.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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10 Tips for Better Customer Service in Real Estate

CSM Magazine

In the competitive world of real estate, exceptional customer service can be the key differentiator that sets you apart from the competition. From first-time buyers to seasoned investors, clients seek agents who are not only knowledgeable but also responsive, attentive, and approachable. Let’s explore ten valuable tips that can elevate your customer service game and help build lasting relationships with your clients according to Verde Trader.