Sat.Oct 26, 2024 - Fri.Nov 01, 2024

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The Efficiency Equation: Tackling Hidden Costs in Contact Centers

CCNG

Poorly managed contact center QA programs can lead to costly inefficiencies. This third article in our series reveals how robust quality assurance practices can support efficiency, engagement and profitability. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.

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Redefining the Contact Center with Jonathan Rosenberg

ShepHyken

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?

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Are You Ready for Contact Center AI? 3 Key Questions for AI Success

Upstream Works

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.

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6 Ways to Vet Gen AI Vendors for the Contact Center

Interactions

Generative AI has swept the imaginations of both consumers and business leaders with remarkable speed. Nearly two years after the change that began with the public release of ChatGPT, businesses are still sorting out how to take advantage of Gen AI capabilities while limiting risk. Gen AI offers enormous potential for efficiency, knowledge sharing, and analytical insight in the contact center.

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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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Power Your GenAI Ambitions with New Cisco AI-Ready Data Center Infrastructure

Cisco - Contact Center

With generative AI poised to significantly boost global economic output, Cisco is helping to simplify the challenges of preparing your infrastructure for AI implementation. Learn how the UCS C885A M8 Server for AI model training, the Nexus 9364E-SG2 Switch for scalable AI connectivity, AI PODs for streamlined AI inference deployment, and Nexus Hyperfabric can accelerate AI initiatives and drive innovation.

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This Halloween, 10 Ways to Scare Your Competition and Steal Their Customers

ShepHyken

Halloween brings up images of spooky costumes and haunted houses. So, here’s a question for you: Are you confident your customer service and CX won’t scare your customers away? That’s a rhetorical question. If you’ve been reading my weekly newsletters or watching my videos, it means you’ve been investing in yourselves and your company by creating an experience that doesn’t scare customers away … but it may scare your competition.

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Bridge the Tribal Knowledge Gap With Generative AI

TechSee

One of the most pressing challenges in today’s service and customer experience (CX) landscape is the Tribal Knowledge Gap—the loss of critical, undocumented knowledge held by experienced team members. This gap is growing due to factors like an aging workforce, increased reliance on contractors, and the mobility of modern labor. The impact on service efficiency, consistency, quality and scalability is profound, especially in industries that depend on field service expertise.

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Track, allocate, and manage your generative AI cost and usage with Amazon Bedrock

AWS Machine Learning

As enterprises increasingly embrace generative AI , they face challenges in managing the associated costs. With demand for generative AI applications surging across projects and multiple lines of business, accurately allocating and tracking spend becomes more complex. Organizations need to prioritize their generative AI spending based on business impact and criticality while maintaining cost transparency across customer and user segments.

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Unlocking Customer Loyalty and Trust with Supply Chain and Brand Transparency

C3Centricity

As consumers become more informed and discerning, the demand for brand transparency is intensifying, especially in the Consumer Packaged Goods (CPG) industry. People want to understand where their products come from, how they are made, and whether the practices behind them align with their personal values. This shift is pushing CPG companies to rethink how they manage and communicate their supply chains, transforming brand transparency into a strategic imperative.

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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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Top 5 Customer Service & CX Articles for Week of October 28, 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. Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.

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Voice AI: A Key Component of Agentic AI

TechSee

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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Automate Amazon Bedrock batch inference: Building a scalable and efficient pipeline

AWS Machine Learning

Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies such as AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI, and Amazon through a single API, along with a broad set of capabilities you need to build generative AI applications with security, privacy, and responsible AI.

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Revolutionizing Dairy Farming with Digital Solutions

Cisco - Contact Center

Cisco, in collaboration with its partners Rhône Élevage, NXO, and Ineso, has developed an innovative solution for dairy farmers to address the challenges posed by rising temperatures due to climate change. This solution has the potential to benefit not only French farmers but also farmers across Europe.

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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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Art in Games: How Video Games Inspire Creativity and Imagination

CSM Magazine

Video games have become much more than just entertainment. With the growth of the gaming industry, they have evolved into complex forms of art, combining storytelling, music, design, and interactive experiences. Today, games also have the power to develop positive skills, educate, and inspire millions of players worldwide. From creating game environments to producing fan-made content, video games are transforming the boundaries of creativity in remarkable ways.

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10 Features To Look for in Contact Center Software for Control Rooms

Enghouse Interactive

Discover the essential contact center software features for control rooms, including resilience, touchscreen interfaces, and advanced call management. Learn how Enghouse CXCR excels with its robust, flexible, and customizable system for high-pressure environments. With geo-redundancy, color-coded call indicators, and seamless integration, CXCR ensures reliable and efficient communication for critical operations.

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Create a generative AI–powered custom Google Chat application using Amazon Bedrock

AWS Machine Learning

AWS offers powerful generative AI services , including Amazon Bedrock , which allows organizations to create tailored use cases such as AI chat-based assistants that give answers based on knowledge contained in the customers’ documents, and much more. Many businesses want to integrate these cutting-edge AI capabilities with their existing collaboration tools, such as Google Chat, to enhance productivity and decision-making processes.

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Network Hacking Course Pairs with Cisco Modeling Labs

Cisco - Contact Center

If you’ve ever been to Cisco Live and seen the booth with a display for you to pick locks, then you know about the Cisco Advanced Security Initiatives Group (ASIG). We are chartered with security testing and ethical hacking for all Cisco products and services, whether in the cloud or on-premises.

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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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Kenya Call Center Services: The Best-Kept Secret in Africa Outsourcing?

Outsource Consultants

If you’re exploring outsourcing options, call center services in Kenya should be on your radar. Located in East Africa, this country is gaining attention from global businesses for its growing infrastructure, competitive labor costs, and highly skilled workforce. Whether you’re looking for call centers in Nairobi or exploring options across the country, Kenya’s BPO landscape is becoming a strong contender for companies looking to elevate their customer service.

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When to Outsource Customer Support: Is Now the Time for a Pilot Program?

BlueOcean

With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. As your business grows and scales to meet the increasing weight of customer demands, decisions must be made – especially when it comes to your customer support operation.

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Use Amazon Q to find answers on Google Drive in an enterprise

AWS Machine Learning

Amazon Q Business is a generative AI-powered assistant designed to enhance enterprise operations. It’s a fully managed service that helps provide accurate answers to users’ questions while adhering to the security and access restrictions of the content. You can tailor Amazon Q Business to your specific business needs by connecting to your company’s information and enterprise systems using built-in connectors to a variety of enterprise data sources.

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Changing the Game for our Customers and Partners with One Cisco

Cisco - Contact Center

In this new AI era, the technology landscape has forever changed how people and technology work across our physical and digital worlds. Learn how Cisco is strategically evolving how they do business – connecting the digital world to your most important asset, your people.

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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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The 5 actions for revenue leaders to embrace customer-led growth

Totango

Key takeaways : 97% of corporate leaders believe customer expansion is the key to driving revenue growth in their organization. But many organizations focus too inward—on internal operational tactics, rather than prioritizing the customer outcomes that drive customer-led growth. To drive customer-led growth, organizations need to assign ownership for expansion, align tactics to value drivers, measure post-sales funnels precisely, streamline communication post-sale, and use automation to create

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Understanding Total Cost of Ownership of Voice in a Cloud World

Avoxi

Understanding Total Cost of Ownership of Voice in a Cloud World As businesses embark on their cloud transformation journey, understanding your global voice solutions’s total cost of ownership (TCO) becomes crucial. While cyclical economic uncertainty may prompt conversations about cost management, most businesses focus on how cloud technology can enhance efficiency and deliver more value.… The post Understanding Total Cost of Ownership of Voice in a Cloud World appeared first on AVOXI.

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Empower your generative AI application with a comprehensive custom observability solution

AWS Machine Learning

Recently, we’ve been witnessing the rapid development and evolution of generative AI applications, with observability and evaluation emerging as critical aspects for developers, data scientists, and stakeholders. Observability refers to the ability to understand the internal state and behavior of a system by analyzing its outputs, logs, and metrics.

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Essential Open-Source Security Tools: From Vulnerability Scanning to AI Safety

Cisco - Contact Center

Following Cybersecurity Awareness Month aims, we want to share information about open-source projects that can help enhance the security of your apps and organization and improve LLM security.

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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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30 Inspirational Customer Service Quotes to Inspire Your Agents

SQM Group

Positive affirmations and reminders can significantly impact an individual's mindset, enhancing performance and job satisfaction.

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Using AI-Extracted Insights from Contact Center Call Recordings to Reduce Customer Churn

MiaRec

Are you frustrated by customers leaving, and you wish there was something you could do to engage them proactively? Or are you looking for ways to actively contribute to your organization's bottom line? Thanks to Generative AI-powered Conversation Intelligence, you can identify customers at risk early on and put processes in place to proactively improve customer experiences, enhance service quality, and reduce customer churn.

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Advance environmental sustainability in clinical trials using AWS

AWS Machine Learning

Traditionally, clinical trials not only place a significant burden on patients and participants due to the costs associated with transportation, lodging, meals, and dependent care, but also have an environmental impact. With the advancement of available technologies, decentralized clinical trials have become a widely popular topic of discussion and offer a more sustainable approach.

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