Wed.Nov 06, 2024

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Employee Engagement – Are Leaders Assuming Employees Are Engaged?

CCNG

Successful employee engagement is subjective. True employee engagement is a moving target with an ebb and flow—it’s constantly changing. An employee’s view of employee engagement is based on their last interaction with their manager, hearing the CEO’s company address, or their interaction with HR or the benefits department. Surveying employees twice a year isn’t a dynamic way of measuring true employee engagement.

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What Will Your Customers Give Up for a More Convenient Experience?

ShepHyken

Imagine this … you’re running tight on time for a meeting and want to grab a cup of coffee. Do you choose to stop at the café that serves delicious coffee and has the friendliest barista but a long line, or do you use the office machine that serves an acceptable, decent cup in under a minute? If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service.

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Build and deploy a UI for your generative AI applications with AWS and Python

AWS Machine Learning

The emergence of generative AI has ushered in a new era of possibilities, enabling the creation of human-like text, images, code, and more. However, as exciting as these advancements are, data scientists often face challenges when it comes to developing UIs and to prototyping and interacting with their business users. Traditionally, building frontend and backend applications has required knowledge of web development frameworks and infrastructure management, which can be daunting for those with e

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The Truth About Call Center Outsourcing—Benefits, Disadvantages & Cost

Ambs Call Center

Choosing between an American and an offshore call center can be more complicated than it first appears. The simple fact that draws many businesses to offshore call centers is that they’ll save them money.

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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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Integrate foundation models into your code with Amazon Bedrock

AWS Machine Learning

The rise of large language models (LLMs) and foundation models (FMs) has revolutionized the field of natural language processing (NLP) and artificial intelligence (AI). These powerful models, trained on vast amounts of data, can generate human-like text, answer questions, and even engage in creative writing tasks. However, training and deploying such models from scratch is a complex and resource-intensive process, often requiring specialized expertise and significant computational resources.

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Unleash the power of generative AI with Amazon Q Business: How CCoEs can scale cloud governance best practices and drive innovation

AWS Machine Learning

This post is co-written with Steven Craig from Hearst. To maintain their competitive edge, organizations are constantly seeking ways to accelerate cloud adoption, streamline processes, and drive innovation. However, Cloud Center of Excellence (CCoE) teams often can be perceived as bottlenecks to organizational transformation due to limited resources and overwhelming demand for their support.

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Call Center Email Quality Monitoring: Essential Dos and Don’ts

OctopusTech

The call center plays an important role in ensuring that the needs of your customers are met. By communicating clearly and creating memorable interactions with customers, they help in presenting the company’s brand accurately. However, regular call center email quality monitoring is needed to make sure that the communications are within the set company standards.

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Unearth insights from audio transcripts generated by Amazon Transcribe using Amazon Bedrock

AWS Machine Learning

Generative AI continues to push the boundaries of what’s possible. One area garnering significant attention is the use of generative AI to analyze audio and video transcripts, increasing our ability to extract valuable insights from content stored in audio or video files. Speech data is unique and complex, which makes it difficult to analyze and extract insights.

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How to Avoid Showing up as “Spam Likely” on Your Cold Calls?

JustCall

Interested in a two-sentence horror story? You cold called a highly qualified sales lead. They saw your incoming call and promptly blocked it because it appeared as “spam likely” on the caller ID. Shudders, right? Sadly, this isn’t a work of fiction. This could be happening to you, your peers, or even your entire sales team–without any of you knowing.

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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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Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance

Hodusoft

Achieving Excellence: Best Practices for Contact Center Performance and Quality Assurance Whether you are an entrepreneur or a professional in the contact center industry or any other sector, you know that implementing best practices can enhance performance by leaps and bounds and drive success. That’s why it’s not surprising that well-known American businessman Millard S.

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Board Certified Behavior Analyst Exam Content Outline Breakdown: Key Areas to Master for Success

CSM Magazine

The Board Certified Behavior Analyst (BCBA) exam is a big step for anyone looking to become a certified behavior analyst. I’ve seen many people feel nervous about this test, but I’m here to break it down for you. Effective BCBA exam prep is crucial for success in this challenging assessment. The exam covers key areas like basic principles of behavior analysis, measurement, assessment, and behavior change systems.

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Ensuring Compliance with Privacy Regulations

TCN

Privacy regulations are not just a legal requirement but also an ethical commitment to safeguarding your customers’ information. However, as regulations grow stricter, maintaining compliance has become increasingly more difficult for organizations. In this blog, we’ll discuss best practices for compliance and highlight how businesses can adapt their strategies to protect sensitive data and avoid […] The post Ensuring Compliance with Privacy Regulations appeared first on TCN.

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10 Must-Have Features in a Productivity Browser for Busy Professionals

CSM Magazine

In today’s moving environment, time is valuable for working adults. Every moment matters, which places a high value on productivity. The selection of the correct tools can greatly influence how efficiently tasks are completed, and a web browser that prioritizes productivity is crucial. With numerous choices on the market, selecting a browser that includes key features can simplify work processes and enhance overall performance.

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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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Boosting Customer Satisfaction with Omni-Channel Backup Support: The Role of BPOs

TMP Direct

In today’s fast-paced, digitally connected world, customer expectations are at an all-time high. Customer satisfaction now hinges on seamless, reliable interactions across multiple channels. Whether through phone, email, chat, or social media, customers demand consistent, high-quality support. This is where omni-channel support becomes essential. Business Process Outsourcing (BPO) companies play a critical role in meeting these expectations by providing comprehensive omni-channel backup support,

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How To Write A Project Management Plan That Boosts Customer Satisfaction

CSM Magazine

Every successful project manager knows that a strong project management plan is the cornerstone of delivering exceptional results. Whether you’re seeking a free project plan template or investing in sophisticated project management software, your management plan must prioritize customer satisfaction from day one. This comprehensive guide will walk you through the project planning process while ensuring your project objectives align perfectly with customer needs.

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Go Beyond with Cisco Customer Experience at Cisco Live

Cisco - Contact Center

Cisco Live Melbourne starts next week, and I’m excited to spend time with Cisco customers and partners at this energizing event from November 11-14, 2024.

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Customer Service Essentials for Franchise Owners: A Guide to Success

CSM Magazine

Owning a franchise offers the chance to build on a popular brand’s success, but outstanding customer service is key to thriving. Great customer service helps franchise owners stand out, build trust, and keep customers coming back. Customers value a business where they feel appreciated, and this often depends on the service they receive, not just the product they buy.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Call Center Auto QA: Increase your ROI by Up To 600%

SQM Group

Learn about an innovative approach that leverages advanced technology to streamline and automate the QA process.

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GenAI is Transforming Conversation Analytics and Making it Better

DMG Consulting

GenAI is Transforming Conversation Analytics and Making it Better November 2024 As consumers, we’re bombarded with marketing declaring that products are “new and improved,” which is frequently reinforced with updated packaging and a different name. However, we often discover the product hasn’t really changed much – if at all. Is that the case with conversation analytics?

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Player Support Meetup Highlights: Insights and Connections from Amsterdam

5CA

On October 16th, 5CA hosted over 50 leaders in player and customer support at Amsterdam’s Volkshotel for a day filled with insights, networking, and fresh ideas.