ShepHyken
OCTOBER 28, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies effectively balance customer self-service with personal interactions in high-stakes situations? How does AI contribute to transforming contact center agents into brand ambassadors? Why is empathy important in customer service interactions, and how can AI complement this human trait?
TechSee
OCTOBER 28, 2024
Voice AI is rapidly becoming a powerful tool for scaling up and automating customer service, sales, and overall customer experience (CX). While this technology shows incredible promise, it should be integrated into a wider strategic conversation. Voice AI works best when combined with Visual AI and text-based AI, like large language models (LLMs), and action-oriented Agentic AI , as part of a broader multimodal AI automation strategy.
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Upstream Works
OCTOBER 28, 2024
Explore three key questions that leaders must address for successful implementation of AI in contact centers. The post Are You Ready for Contact Center AI? 3 Key Questions for AI Success appeared first on Upstream Works.
Cisco - Contact Center
OCTOBER 28, 2024
Explore AAA, an essential topic found on many Cisco Certification exams. Go from concept to configuration with Hank's step-by-step guide, complete with downloadable CML topologies to suit your learning needs.
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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.
AWS Machine Learning
OCTOBER 28, 2024
Real-world applications vary in inference requirements for their artificial intelligence and machine learning (AI/ML) solutions to optimize performance and reduce costs. Examples include financial systems processing transaction data streams, recommendation engines processing user activity data, and computer vision models processing video frames. In these scenarios, customized model monitoring for near real-time batch inference with Amazon SageMaker is essential, making sure the quality of predic
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
OCTOBER 28, 2024
Discover how Cisco's "Bridging the Customer AI Readiness Gap" study highlights opportunities for partners to drive AI adoption and revenue growth. Learn about our AI Specialization program and join the Early Access Community.
Zappix
OCTOBER 28, 2024
Reducing Average Handling Time (AHT) is a top priority for contact centers looking to improve efficiency and customer satisfaction. Digital engagement and self-service tools are key to achieving this by allowing customers to quickly resolve issues on their own or with minimal agent assistance. Here’s how these tools help lower AHT and enhance operations. 1.
Cisco - Contact Center
OCTOBER 28, 2024
Digital skill-building is how we will advance and architect the rapid evolution of our information and communications technology (ICT) industry, where 92% of roles are expected to transform due to AI. Digital skills are also our best line of defense to address the global gap in cyber readiness and the shortage of 4.6 million cyber professionals which puts our world's digital ecosystem at risk.
Vistio
OCTOBER 28, 2024
Implementing AI software in your contact center can either be the best decision you make or a costly misstep that drains resources without delivering real value. If you’ve felt the pressure to adopt AI but are wary of the hype, you’re not alone. AI isn’t a magic bullet—it’s a tool, and its effectiveness depends on your ability to select, deploy, and use it strategically.
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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.
24-7 InTouch
OCTOBER 28, 2024
Winnipeg, MB – October 28, 2024 – IntouchCX, a global leader in contact center and technology solutions, has been recognized as a Major Contender in Everest Group’s Customer Experience Management (CXM) Americas PEAK Matrix® Assessment 2024. This is the second consecutive year IntouchCX participated in the PEAK® Matrix Assessment, and the second time the Company was listed as a Major Contender.
AWS Machine Learning
OCTOBER 28, 2024
In the modern, cloud-centric business landscape, data is often scattered across numerous clouds and on-site systems. This fragmentation can complicate efforts by organizations to consolidate and analyze data for their machine learning (ML) initiatives. This post presents an architectural approach to extract data from different cloud environments, such as Google Cloud Platform (GCP) BigQuery, without the need for data movement.
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