Tue.Oct 08, 2024

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Automate user on-boarding for financial services with a digital assistant powered by Amazon Bedrock

AWS Machine Learning

In this post, we present a solution that harnesses the power of generative AI to streamline the user onboarding process for financial services through a digital assistant. Onboarding new customers in the banking industry is a crucial step in the customer journey, involving a series of activities designed to fulfill know your customer (KYC) requirements, conduct necessary verifications, and introduce them to the bank’s products or services.

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When Should Agents NOT Call Customers by Name?

SQM Group

Explore when customer service agents should avoid using names.

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Trending Sources

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Building Rapport In Sales Is An Essential Selling Skill – Here’s Why

Integrity Solutions

Building rapport in sales is essential for establishing trust and fostering long-term relationships with clients. While technology has made it easier than ever for buyers to access information, B2B buyers in particular are looking for insights and advice from a salesperson they can trust and who they believe has their best interests in mind to help them make good decisions.

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Secure Organizations by Thinking Like a Hacker

Cisco - Contact Center

Introducing the Cisco Certificate in Ethical Hacking, a new program to recognize candidates who have completed a 2-part training requirement; a.) a training course on ethical hacking, penetration testing, red teaming tactics, and advanced threat response, and b.) demonstrated their practical skills by completing themed, domain-specific Capture the Flag (CTF) challenges.

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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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The Risks of Not Migrating to a Cloud-Based Unified Communications Solution

ConvergeOne

In this blog, we’ll explore the key risks associated with not migrating to a cloud-based unified communications solution and why sticking with on-premises systems could be detrimental to your business in the long run.

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Embracing AI in the contact centre starts with a top-down analysis

Connect

By Craig Smith , CX Automation Manager The adoption of artificial intelligence (AI) across the contact centre is rapidly accelerating, with a survey from unified communications & collaboration research firm Metrigy highlighting that over 70% of contact centre operators increased spending on AI in 2023 and 2024. According to Gartner Inc., the global conversational AI and virtual assistant market represents the fastest-growing segment in the contact centre space.

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Data Governance in the Age of AI: A Competitive Edge for Business Leaders

COPC

As information floods the business world, leaders strive to gain a competitive edge—seeking ways to make smarter choices, manage risk, and drive sustainable growth. But here’s the reality: none of that happens without reliable data governance. This task is far more than a back-office function. Proper oversight turns raw resources into a powerful asset, fueling innovation and success.

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Laying the foundation for Industry 4.0: crafting the ultimate industrial secure segmentation blueprint

Cisco - Contact Center

Designing a resilient network architecture to support growth, scale, AI, security, and segmentation.

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Modernize your communications infrastructure without the risk - Introducing RingCentral Powered By C1CX

ConvergeOne

Modernize your communications infrastructure with RingCentral Powered By C1CX, retaining your existing investments while leveraging advanced cloud capabilities without the risk and disruption of traditional migrations.

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The Latest C2Perform Index: Key Support Trends From 100M+ Data Points

The C²Perform Index (C2PI) is a free, quarterly research report built by support practitioners that analyzes over 100 million customer support and contact center interactions across more than 30 countries. The Q1 2025 edition reveals a 153 % year‑over‑year surge in coaching sessions, a 21 % rise in eLearning completions, and early indications of improved knowledge retention and faster internal communication.

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5 Things That Make Your Business Packaging Memorable

Joe Rawlinson

In today’s competitive market, having great products isn’t enough. Your packaging needs to stand out and leave a lasting impression on your customers. But memorable packaging isn’t just about looking good – it’s about functionality, sustainability, and branding consistency. Let’s break down five key elements that can make your business packaging truly unforgettable.

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Efficient Pre-training of Llama 3-like model architectures using torchtitan on Amazon SageMaker

AWS Machine Learning

This post is co-written with Less Wright and Wei Feng from Meta Pre-training large language models (LLMs) is the first step in developing powerful AI systems that can understand and generate human-like text. By exposing models to vast amounts of diverse data, pre-training lays the groundwork for LLMs to learn general language patterns, world knowledge, and reasoning capabilities.

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4 Effective Strategies to Market Your New Business the Right Way

Joe Rawlinson

Launching a new business is an exciting milestone but it does come with a lot of challenges. Putting your brand in front of the right people can be difficult. Effective marketing is essential for building awareness of your brand. Attracting customers and driving sales will be the result of great marketing. However, with so many options out there, finding out where to start can be a bit overwhelming.

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How IT Does IT for an IT Company

Cisco - Contact Center

Every minute an employee spends struggling with a system is a minute they are not doing the work they were hired to do and the work they are passionate about.

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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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Eight Effective Ways to Boost Customer Satisfaction

CSM Magazine

Customer satisfaction measures how well a business exceeds or meets customers’ expectations. Keeping customers happy and satisfied is critical for the growth and success of every business. Customer satisfaction fuels profits and high revenue, improves brand reputation, and increases customer loyalty and retention. However, people’s preferences and interests have drastically changed, making it difficult for businesses to keep up with the ever-changing customer preferences and expectat

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Partnering for Success in an Evolving Technology Ecosystem

Cisco - Contact Center

Embrace a new partnership paradigm with Rodney Clark's five principles: interdependence, collective success, diversity, program simplicity, and strong relationships. Together, we'll drive exponential growth and value in the digital age.

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Three 2024 Customer Success Leadership Study key findings and what they mean for CS leaders

ChurnZero

The big picture is clear. Customer success teams are critical to the health of SaaS organizations. Their top metrics are almost all revenue-driven. Companies with higher NRR are also more likely to invest in CS. But are CS teams’ goals, budgets, and tech stacks keeping up? Three of the 2024 Customer Success Leadership Study’s key findings suggest not. 2024 marks ChurnZero’s fifth annual report on the top trends in customer success; the largest and most definitive in the industry, with more

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Why Software Updates Are Important

Cisco - Contact Center

Keeping your devices secure is crucial, and one of the simplest yet most effective ways to ensure this is by regularly installing software updates.

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Next-Gen Cloud Contact Centers For Dummies®

What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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How to Create a Predictive Customer Service Strategy (and Why You Should)

Help Scout

Learn how predictive customer service leverages AI, machine learning, and data analytics to anticipate customer needs, improve satisfaction, and boost loyalty.

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Zappix Secures New Client in Healthcare Services, Elevating Customer Experience with Digital Self-Service Solutions

Zappix

Burlington, MA — October 9, 2024 — (EINPresswire) Zappix, a leader in AI-Powered Digital Engagement Platforms, is proud to announce the successful expansion of its services to a healthcare services provider. This agreement underscores Zappix’s commitment to delivering innovative automated digital customer service solutions. The provider, specializing in comprehensive wellness programs for employees across multiple organizations, has chosen Zappix to enhance their customer experience through adva

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Powerful Lessons in Innovation

Brad Cleveland Blog

Recently, I got to live out a lifelong dream of mine. The experience taught me some unexpected and powerful lessons on innovation and quality. The innovation that occurred in the life of the Spitfire was dramatic: over 24 variants produced in … Continue reading → The post Powerful Lessons in Innovation appeared first on Brad Cleveland.

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Customer Service Week: Britam’s Commitment to Service Exellence

CSM Magazine

Britam Insurance Company initiated Customer Service Week with a focus on the pivotal role of customer service in their business success. The week-long celebration, themed Above and Beyond, aims to recognize the exceptional efforts of the customer service team in ensuring client satisfaction and fostering strong relationships. Wales Meja, the company’s CEO, highlighted the centrality of customers in their operations, emphasizing the team’s commitment to providing outstanding service a

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The GTM Intelligence Era: ZoomInfo 2025 Customer Impact Report

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

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Transformation of Customer Experience in Financial Services | AmplifAI

Amplifai Coaching Category

Discover how AI is transforming customer experience in financial services for 2025. From tackling industry hurdles to delivering exceptional CX, learn how leading financial institutions are boosting their bottom line by building up their frontline.

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The Talk Awards Honors Businesses for Outstanding Customer Service

CSM Magazine

Three businesses were recently honored by The Talk Awards for their exceptional customer service and satisfaction. Cosmetic Laser and Beauty Spa in Louisville, KY, offers a range of skin care treatments and guarantees a safe and pleasant experience for clients. BR Racing in Los Gatos, CA, provides maintenance and performance upgrades for foreign cars, emphasizing customer service and decades of experience.

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Breaking New Ground in AI and Automation: A Conversation With Roy McLaughlin

24-7 InTouch

The world of AI and automation is moving faster than ever, and few understand this rapid transformation better than Roy McLaughlin, SVP of Artificial Intelligence at IntouchCX. With a keen eye on emerging trends and a hands-on approach to innovation, Roy shares his insights on how automation is reshaping industries at an unprecedented pace. From early experimentation to AI-agent collaboration, he dives deep into the future of customer experience and what brands need to know to stay ahead.

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Solving Job Search Challenges on Professional Networking Sites with AI

CSM Magazine

Professional networking sites have become integral to modern job searching. Platforms like LinkedIn allow job seekers to connect with recruiters, explore career opportunities, and showcase their skills. These digital spaces have opened doors to a vast number of vacancies that would have been difficult to discover otherwise. However, as the volume of job postings grows, finding the right match can be challenging.

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Case Study: Key Insights on Wait Times and Customer Service

Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

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Seven strategies to hit your outbound sales dialing targets with a hybrid dialer solution

NobelBiz

In outbound sales, success often comes down to one key element: making genuine connections. It’s not just about the number of calls on your to-do list; it’s about how those conversations turn into valuable leads and sales. Sales teams that take advantage of a hybrid dialer solution can see remarkable improvements in both speed and effectiveness. In this article, we’ll share seven proven strategies to help you reach your outbound sales dialing goals with the innovative tools and technologie

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National Customer Service Week: Leading the Way to Effective Service

CSM Magazine

Claire Church, Director of Service Delivery, Auto Windscreens, shares her views on Effective Service Leadership. We’ve just had the results from our Institute of Customer Service Business Benchmarking and ServCheck survey. I’m proud we’ve been given a score of 91.4/100 by our customers in the report, compared to the service sector average of 73.4 in the latest UK Customer Satisfaction Index (UKCSI).

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Everything Teams Phone Live – Episode 72 – Mark Vale

Momentum Telecom

Play Video Unlocking the Power of Teams Phone: Expert Insights with Mark Vale Check out the latest episode of Everything Teams Phone Live, where our Global Architect, Mark Vale, dives deep into the world of Teams Phone. In this episode, Mark covers key insights on optimizing Teams Phone deployments, addresses common challenges, and explores the latest updates in Microsoft Teams calling solutions.

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