Wed.Jul 31, 2024

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Human in the Loop: Ethical AI

CCNG

The Ethical Imperative of AI Design As artificial intelligence continues its rapid advance, it’s crucial that we grapple with ethical implications. AI systems are being deployed to make increasingly high-stakes decisions that impact human lives in fields like healthcare, criminal justice, and hiring. And even in fields like customer experience and marketing, which are not considered high-stakes, AI use is exploding and if not designed and monitored, can have unintended negative results.

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Use the ApplyGuardrail API with long-context inputs and streaming outputs in Amazon Bedrock

AWS Machine Learning

As generative artificial intelligence (AI) applications become more prevalent, maintaining responsible AI principles becomes essential. Without proper safeguards, large language models (LLMs) can potentially generate harmful, biased, or inappropriate content, posing risks to individuals and organizations. Applying guardrails helps mitigate these risks by enforcing policies and guidelines that align with ethical principles and legal requirements.

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Beyond email: four essential digital engagement channels for customer success teams

ChurnZero

“Meet your customers where they are.” If you’ve ever been in any type of customer-facing role during your career, I’m positive you’ve heard this phrase countless times. So, where are your customers? Are your customers living inside their email inboxes? Well, we hope they are, because we really want them to open and read and click all the emails we send them!

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Unlocking Japanese LLMs with AWS Trainium: Innovators Showcase from the AWS LLM Development Support Program

AWS Machine Learning

Amazon Web Services (AWS) is committed to supporting the development of cutting-edge generative artificial intelligence (AI) technologies by companies and organizations across the globe. As part of this commitment, AWS Japan announced the AWS LLM Development Support Program (LLM Program), through which we’ve had the privilege of working alongside some of Japan’s most innovative teams.

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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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Mastering the Shift: From Product-Led Growth to Enterprise Sales

Totango

“In a PLG motion… you’re helping people to use the product more effectively, and ultimately, to upgrade to a paid experience. [In] the enterprise sale, you start by signing on the dotted line, so different expectations and skills are needed.” – Karen Budell , Chief Marketing Officer, Totango + Catalyst Shifting from a product-led growth (PLG) model to an enterprise sales motion is a significant move for any SaaS company.

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An In-Depth Look at the Cisco CCDE-AI Infrastructure Certification

Cisco - Contact Center

Explore AI's impact on network engineering and the steps IT professionals can take to build the skills to support AI workloads.

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Sales Retention: Will You Be Able to Keep Your Superstars In The Future?

Integrity Solutions

Money and incentives matter, but they are only part of the sales retention story. The pace of transformation and continual shifting conditions in the business environment over the past few years have made us all feel like we’re on a roller coaster ride — and you can be sure there will be many more ups and downs and twists and turns ahead.

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Unlocking the Future of MSSP Operations with Cisco CDO APIs

Cisco - Contact Center

Cisco Defense Orchestrator is designed to simplify the management of secure firewalls. With the introduction of Cisco CDO APIs, we enable Managed Security Service Providers (MSSPs) to unlock unprecedented levels of operational efficiency.

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6 Tips to Reduce Churn Risk Using Conversation Intelligence

Tethr

Discover essential tips to defend your business against churn risk using conversation intelligence in your contact center.

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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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The Transformational Opportunity of AI on ICT Jobs

Cisco - Contact Center

“How can we make AI a force for good for our people, and not a threat?” Today, business leaders and the global information and communication technology (ICT) workforce now have practical suggestions for targeted training programs and skills for 47 different ICT roles.

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AI Is Changing Customer Service: Here’s A Five-Step Plan To Make It Work For Your Company

CSM Magazine

Artificial intelligence (AI) is changing every aspect of the economy and how we work. It will take time to become ubiquitous in specific industries, but it has already transformed customer service. Michiel Hulsbergen, CEO of DialogueTrainer , explains. Still, AI won’t replace humans in customer service soon (there are simply too many open jobs ). Most customer service businesses and departments already use AI to improve customer engagement , help customer service agents better access and cover k

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Building bridges, feeding people and empowering students: How new technologies are changing lives

Cisco - Contact Center

Cisco partnered with BBC StoryWorks’ Human Component series to showcase three of our nonprofit partners who are using technology to create human connections. Read—and watch—to be inspired by their impact.

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TMP’s Commitment to White Glove Service: Elevating Customer Experience for Over 34 Years

TMP Direct

For over 34 years, TMP has been synonymous with White Glove Service, embodying a commitment to excellence that has become the cornerstone of our business. TMP has grown into a global leader in Business Process Outsourcing (BPO), dedicated to advocating for your brand with the utmost care and precision. A Legacy of Excellence TMP’s longevity is a testament to our unwavering dedication to superior service.

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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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The Future of Contact Centers: Leveraging AI Technologies and the Human Touch

Zappix

Contact centers have been at the forefront of customer interactions and support for decades. With the advent of Artificial Intelligence (AI), the landscape of customer service has undergone a significant transformation. However, the key to success lies in striking the right balance between cutting-edge AI technologies and the irreplaceable human touch.

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A-Team Showcase Artistry in Poster Making Contest Organised by HRBP Team 

Acquire BPO

Pasig City, PH – The HR Business Partner team organised a Poster Making Contest on 12 July 2024, allowing some of the A-Team members to showcase their artistry and imagination. This exciting event centred on the theme of highlighting Acquire as a company that fosters diversity, equity, inclusion, and belonging, and its readiness to embrace the future of outsourcing.

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The Cisco Store Patching Station

Cisco - Contact Center

The Cisco Live debut of the all-new Patching Station, a memorable personalization experience powered by Webex Connect.

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Shared Inboxes: The Easiest Way to Manage Customer Support

JustCall

Email has always been a preferred way of business communication. In fact, 72% of customers still prefer if brands communicate with them via email. But most companies still only use labels and filters to personalize and manage their emails. Worse, they share the passwords among team members or forward emails via bcc or cc. This soon translates into communication that lacks transparency, is redundant, or has sluggish handling time.

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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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Sybill Secures Us$11M to Accelerate B2B Sales With AI-Powered Assistant That Transforms Every Rep Into a Super Seller

CSM Magazine

Sybill.ai Founders (L-R): Nishit Asnani, Mehak Aggarwal, Gorish Aggarwal, Soumyarka Mondal Sybill’s powerful home–grown AI-first assistant allows B2B sales reps to close more deals by automating the tedious manual work it takes to turn a lead into a closed customer, growing to US$1M in ARR within just 9 months. B2B sales is a fiercely competitive environment, often hindered by time-consuming administrative tasks that account executives spend over 65% of their week on.

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The Evolution of Contact Center Analytics: Trends and Innovations to Watch

TCN

Contact centers are businesses that continue to grow, especially with evolving technology. It is imperative to stay ahead of the game to ensure your business remains at the forefront of industry trends and innovations. The efficiency and effectiveness of the contact center hinges on leveraging advanced analytics to drive informed decisions and strategic improvements.

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TMP’s Commitment to White Glove Service: Elevating Customer Experience for Over 34 Years

TMP Direct

For over 34 years, TMP has been synonymous with White Glove Service, embodying a commitment to excellence that has become the cornerstone of our business. TMP has grown into a global leader in Business Process Outsourcing (BPO), dedicated to advocating for your brand with the utmost care and precision. A Legacy of Excellence TMP’s longevity is a testament to our unwavering dedication to superior service.

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Protect Against Adversary-in-the-Middle with Cisco’s User Protection Suite

Cisco - Contact Center

Learn about how the User Protection Suite uses secure protocols to stop Adversary-in-the-Middle (AiTM) attacks.

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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.