Sat.Nov 02, 2024 - Fri.Nov 08, 2024

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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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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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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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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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Contact Centers: The Perfect Place to Introduce AI to a Company?

Balto

When companies think about where to start implementing AI, the contact center often doesn’t get the spotlight it deserves. The contact center is a hidden gem—perfectly set up to pave the way for AI adoption across the entire organization. And here’s why. 1. High Volume Creates Massive Opportunity The first thing to understand is volume. Contact centers handle thousands—sometimes millions—of interactions daily.

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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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Demystifying Visual AI: Empowering CX with Sight and Intelligence

TechSee

In the realm of customer experience (CX), the fusion of visual technologies and artificial intelligence (AI) has given rise to a transformative force: Visual AI. But what exactly is it, and how does it redefine the way businesses interact with their customers? Let’s explore its capabilities and its profound impact on CX operations. What is Visual AI Visual AI , also known as computer vision, is a subfield of artificial intelligence that enables computers to interpret and understand the vis

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Amazon Bedrock Prompt Management is now available in GA

AWS Machine Learning

Today we are announcing the general availability of Amazon Bedrock Prompt Management , with new features that provide enhanced options for configuring your prompts and enabling seamless integration for invoking them in your generative AI applications. Amazon Bedrock Prompt Management simplifies the creation, evaluation, versioning, and sharing of prompts to help developers and prompt engineers get better responses from foundation models (FMs) for their use cases.

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What is speech analytics? Definition, benefits, and use cases

3CLogic

How did that conversation really go? Behind every engagement hides a mountain of data, simply waiting to be leveraged for an in-depth performance analysis. In today’s contact centers, the amount of data available isn’t a problem; the crux is to find the time and resources to efficiently gather, consolidate, and analyze the information for actionable insights and optimization opportunities.

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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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The Evolving Role of AI in Customer Service with Cisco’s Anurag Dhingra

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses bridge the gap between customer expectations and satisfaction? What role does artificial intelligence play in enhancing customer service interactions? What are the benefits of proactive communication in customer service? How can AI-driven tools support customer service agents in delivering better service?

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Stronger Together: Cisco and Splunk’s strategic push for digital resilience

Cisco - Contact Center

Cisco and Splunk are driving digital resilience with integrated solutions in security, assurance, and observability. Learn how partners can capitalize on this $100B opportunity.

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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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Live chat services: how to reduce cart abandonment & drive sales

AnswerConnect

Read our latest article to find out how live chat services can boost sales and reduce cart abandonment in your e-commerce store. Improve your checkout now! The post Live chat services: how to reduce cart abandonment & drive sales appeared first on AnswerConnect Blog.

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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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Top 5 Customer Service & CX Articles for Week of November 4, 2024

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences.

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Fast-Track Your AI Revenue: 4 Game-Changing Solutions Partners Need Now

Cisco - Contact Center

Explore Cisco's AI-Ready Infrastructure Specialization, the groundbreaking UCS C885A M8 Rack Server, and AI PODs. Empower your business with cutting-edge technology and seize the $159B GenAI opportunity.

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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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Product News – October 2024

Lumoa

content Lumoa Product News for October 2024 Hey everyone! Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you. Let’s get started! Introducing Netigate EX! We spoke recently about how Netigate CX can help you capture the entire feedback lifecycle, and now we can do the same for your Employee Experience data: Automated Survey creation and distribution Report and analysis on Employee

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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!

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Top OCR-Driven Customer Service Innovations for Modern Businesses

Joe Rawlinson

Customer service goes beyond responding to queries or concerns. It focuses on making each interaction impactful. Companies today are leveraging a range of technologies to streamline these interactions. This means shorter response times and improved resolution rates. Card scanning solutions not only make these processes more efficient but also significantly boost client satisfaction and loyalty.

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NetSecOPEN: Cisco Firewall Outperforms Competition in Real-World Testing

Cisco - Contact Center

TLS adoption has grown rapidly, with nearly 100% of website connections now delivered over HTTPS. Now, firewalls must do more than simply block threats—they need to provide advanced decryption capabilities to detect hidden dangers, while maintaining performance, all without compromising the speed of business operations.

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Unleashing Stability AI’s most advanced text-to-image models for media, marketing and advertising: Revolutionizing creative workflows

AWS Machine Learning

To stay competitive, media, advertising, and entertainment enterprises need to stay abreast of recent dramatic technological developments. Generative AI has emerged as a game-changer, offering unprecedented opportunities for creative professionals to push boundaries and unlock new realms of possibility. At the forefront of this revolution is Stability AI’s family of cutting-edge text-to-image AI models.

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5 Best Practices for Mass Texting—Dos and Don’ts and Benefits

Ambs Call Center

Mass texting is becoming an essential tool for modern business communication. Part of its mainstay is that it's so versatile. Whether it's keeping your customers informed or your employees informed, texting offers an immediate way to reach them. Plus, the high open rates (98%!) and ease-of-use make it a favorite for businesses.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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What You’ll Miss with an Off-the-shelf IVA

Interactions

When researching to find the right IVA platform to elevate customer experience and boost contact center efficiency, you’ll develop a list of wants, needs, and deal-breakers when it comes to IVA capabilities. But even with IVAs that meet most of your criteria, you may not realize what you’ll miss out on—or the challenges ahead—when you select an off-the-shelf solution rather than an end-to-end partner that can provide a bespoke, white-glove approach.

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It’s Time To Have A Real Conversation About The Quality Of Digital Life

Cisco - Contact Center

Cisco and the OECD have launched the Digital Well-being Hub to explore the relationship between technology and individual well-being. The hub aims to understand how digital transformation impacts life satisfaction, mental health, digital skills, and civic engagement and more. By crowdsourcing insights and using OECD data, it seeks to inform policies for an inclusive, secure, and sustainable digital future.

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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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Bigcommerce Pricing: Which Plan Is Best?

OctopusTech

When looking for the best eCommerce platform for your business, you are most likely to come across Bigcommerce. The highly recommended platform is great for starting an online business as it offers the necessary tools to make your store thrive. However, you will have to incur different fees to develop and maintain your site The Bigcommerce pricing is designed to ensure every type of business receives the best package.

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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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Insights Made Clear: Introducing Upgrades to MiaRec's Topic Analysis

MiaRec

Understanding your contact center customer interactions is now more crucial than ever. That’s why we’re thrilled to announce an exciting upgrade to MiaRec’s LLM-based Topic Analysis! Our latest features not only enhance the accuracy of topic identification but also provide deeper insights into the relevance of those topics. Here’s what you can expect from this game-changing update.

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Partnering for Purpose Winners: 7th Global Partner Innovation Challenge

Cisco - Contact Center

Celebrate the winners of Cisco's 7th Global Partner Innovation Challenge: Partnering for Purpose, showcasing impactful solutions in climate change, digital inclusion, and more. Discover their innovations and our shared commitment to a brighter future.

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Enhance customer support with Amazon Bedrock Agents by integrating enterprise data APIs

AWS Machine Learning

Generative AI has transformed customer support, offering businesses the ability to respond faster, more accurately, and with greater personalization. AI agents , powered by large language models (LLMs), can analyze complex customer inquiries, access multiple data sources, and deliver relevant, detailed responses. In this post, we guide you through integrating Amazon Bedrock Agents with enterprise data APIs to create more personalized and effective customer support experiences.

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