CCNG

JULY 31, 2024

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.

Healthcare 195

Healthcare Advertising Contact Center Feedback 195

AWS Machine Learning

JULY 31, 2024

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.

Benchmark 125

Benchmark Wireless Enterprise Chatbots 125

ChurnZero

JULY 31, 2024

“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!

Chatbots 105

Chatbots B2B Education Consulting 105

AWS Machine Learning

JULY 31, 2024

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.

APIs 124

APIs Banking Best practices Engineering 124

Advertisement

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.

Contact Center

Totango

JULY 31, 2024

“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.

Enterprise 98

Enterprise Sales SaaS Marketing 98

Cisco - Contact Center

JULY 31, 2024

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.

APIs 92

APIs Management 92

Integrity Solutions

JULY 31, 2024

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.

Sales 67

Sales Coaching Morale Surveys 67

Cisco - Contact Center

JULY 31, 2024

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

Engineering 97

Engineering 97

CSM Magazine

JULY 31, 2024

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

Customer Service 59

Customer Service Big data Accountability Personalization 59

Advertisement

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.

Analytics

Cisco - Contact Center

JULY 31, 2024

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.

Technology 77

Technology 77

Tethr

JULY 31, 2024

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

Contact Center 62

Contact Center 62

TMP Direct

JULY 31, 2024

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.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Analytics 52

Zappix

JULY 31, 2024

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.

Contact Center 52

Contact Center Technology Customer centricity Analytics 52

Advertisement

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.

Contact Center

Acquire BPO

JULY 31, 2024

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.

outsourcing 52

outsourcing 52

JustCall

JULY 31, 2024

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.

Customer Support 52

Customer Support Management Coaching Metrics 52

CSM Magazine

JULY 31, 2024

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.

B2B 52

B2B Sales CRM Accountability 52

TCN

JULY 31, 2024

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.

Analytics 52

Analytics Contact Center Technology 52

Advertisement

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.

Customer Experience

TMP Direct

JULY 31, 2024

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.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Analytics 52

Cisco - Contact Center

JULY 31, 2024

“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.

Technology 52

Technology 52

Cisco - Contact Center

JULY 31, 2024

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

Personalization 52

Personalization 52

Cisco - Contact Center

JULY 31, 2024

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

59

59

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!

Customer Experience