CCNG
NOVEMBER 20, 2024
Have you inquired as to why something was done the way it was only to hear “We’ve always done it that way?” Great organizations develop a culture where key processes are reviewed periodically and improved when needed. I had the opportunity to attend a college football game with a friend last week. On several occasions, there was a need for an official review of the play.
Upstream Works
NOVEMBER 20, 2024
Discover how to reduce AI complexity while enhancing CX with a balanced approach in part two of our AI Revolution series. The post Reduce AI Complexity & Keep Humans in the Middle [Video] appeared first on Upstream Works.
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AWS Machine Learning
NOVEMBER 20, 2024
Retrieval Augmented Generation (RAG) has become a crucial technique for improving the accuracy and relevance of AI-generated responses. The effectiveness of RAG heavily depends on the quality of context provided to the large language model (LLM), which is typically retrieved from vector stores based on user queries. The relevance of this context directly impacts the model’s ability to generate accurate and contextually appropriate responses.
Integrity Solutions
NOVEMBER 20, 2024
The road to success in sales is filled with challenges, highs and lows. Many variables come into play. As we note in our book, Listen to Sell , “It can be easy to feel that given the right factors—the market, the product, the tools, the data, the competition, a natural sales ability—selling would be easier, and success would be inevitable.” But this is a passive and, ultimately, self-defeating way to view and approach the profession of sales.
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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.
AWS Machine Learning
NOVEMBER 20, 2024
Large language models (LLMs) are AI systems trained on vast amounts of text data, enabling them to understand, generate, and reason with natural language in highly capable and flexible ways. LLM training has seen remarkable advances in recent years, with organizations pushing the boundaries of what’s possible in terms of model size, performance, and efficiency.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
NOVEMBER 20, 2024
Email remains a vital communication channel for business customers, especially in HR, where responding to inquiries can use up staff resources and cause delays. The extensive knowledge required can make it overwhelming to respond to email inquiries manually. In the future, high automation will play a crucial role in this domain. Using generative AI allows businesses to improve accuracy and efficiency in email management and automation.
Win the Customer
NOVEMBER 20, 2024
In an era dominated by artificial intelligence and automation, it’s easy to overlook the power of human connection. As businesses increasingly rely on digital channels to interact with customers, the importance of empathy in customer service has never been greater. By prioritizing empathy, companies can foster stronger relationships, improve customer satisfaction, and ultimately drive business growth.
AWS Machine Learning
NOVEMBER 20, 2024
In today’s data-intensive business landscape, organizations face the challenge of extracting valuable insights from diverse data sources scattered across their infrastructure. Whether it’s structured data in databases or unstructured content in document repositories, enterprises often struggle to efficiently query and use this wealth of information.
CSM Magazine
NOVEMBER 20, 2024
Slip and fall accidents can happen anywhere, often leading to unexpected injuries and challenges. Whether it’s a slippery floor in a grocery store or an icy sidewalk during winter, these incidents demand careful attention to safety, documentation, and legal rights. Understanding the steps to take after a slip and fall is essential for protecting your well-being and seeking appropriate compensation if needed.
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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.
FluentStream
NOVEMBER 20, 2024
Effective communication is crucial for the success of small businesses. One innovative solution that has emerged to meet this need is the softphone — a software application that allows users to make and receive calls over the internet using devices. Read More The post 5 Benefits of Softphones for Small Businesses appeared first on FluentStream.
CSM Magazine
NOVEMBER 20, 2024
Ethereum enjoyed a very good run at the beginning of 2024, as investors hoped that this was an unmissable chance for the market to rise above the troubles and stagnation of the past few years and achieve new all-time highs. But it turns out this is easier said than done, as the market ran into blunders again and has been struggling to consolidate its positions as a result.
VirtualPBX
NOVEMBER 20, 2024
As a property manager in charge of ensuring safety for tenants and residents, you’re well aware of the importance of elevator emergency communication systems. Whether you’re managing commercial properties, residential building communities, or overseeing an HOA, you need reliable elevator phone solutions to keep your elevators compliant and operational.
CSM Magazine
NOVEMBER 20, 2024
As the global payment system expands and businesses implement more and more revenue streams, today’s customer expectations and behavior consequently adjust. As per McKinsey reports, cash usage worldwide dropped by around 4% in 2022, and the trend continues, with tactile greenbacks, bucks, and so on, being increasingly neglected by users. The rising cashless trend doesn’t only mean that businesses must familiarize themselves with the thought of less cash coming or that they should sit complacent
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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.
TCN
NOVEMBER 20, 2024
Managing a contact center is a lot of responsibility, which is why it is important to provide resources to keep your business running smoothly while also keeping your agents happy. To lighten the load, here are six ways to boost agent efficiency, which will, in turn, support your contact center’s overall success. 1. Equip agents […] The post Six Ways to Boost Agent Efficiency appeared first on TCN.
CSM Magazine
NOVEMBER 20, 2024
As a customer service manager, you know just how crucial it is to take good care of your team. Employee wellbeing equates to happier and more productive representatives who provide better customer service, and it also means you can keep working with top talent for longer. That’s why it’s important to ensure they work in comfortable environments and stay in good physical health.
AnswerConnect
NOVEMBER 20, 2024
Learn how to create a customer service philosophy that drives your business forward. Stand out, improve customer retention, and create better products and services. The post Master your customer service philosophy now. appeared first on AnswerConnect Blog.
Cisco - Contact Center
NOVEMBER 20, 2024
With the advent of agentic AI, assistance is moving to automation where systems act with agency to achieve specific goals. Agentic AI systems can make rapid decisions, manage complex tasks, and adapt to changing conditions.
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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.
Hodusoft
NOVEMBER 20, 2024
The Shift to Multi-Tenant IP PBX: A Game Changer for the Telecom Industry “An efficient telecommunications network is the foundation upon which an information society is built.” ~Talal Abar Ghazaleh Over the years, the telecom industry has evolved by leaps and bounds. From traditional landline services to wireless communication, broadband internet, and advanced technologies such as Voice over Internet Protocol (VoIP), 5G, and more, the sector is making huge strides in the adoption of
Cisco - Contact Center
NOVEMBER 20, 2024
Cisco and Capgemini empower 700 students in Gurugram, India, through mentorship and activities, fostering creativity and education. This collaborative event highlights our commitment to nurturing the next generation's potential and leadership.
Concentrix
NOVEMBER 20, 2024
Defeat the sly wolves of today. Read our guide on identifying and addressing online fraud to learn how you can prevent revenue and reputation loss.
Cisco - Contact Center
NOVEMBER 20, 2024
MSPs love how Cisco solved the complex challenges facing the MSP community. Exciting things are coming in 2025 to help MSPs streamline and simplify offerings.
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!
Dialer 360
NOVEMBER 20, 2024
Final expense insurance is more popular among different kinds of insurance sales. Unlike other forms of insurance, it is purchased with the peace of mind. Moreover, it will help loved ones navigate a difficult moment with less financial stress. National Funeral Directors Association research indicates that, In 2023, the national median cost of a funeral with a viewing and burial was approximately $8,300.
Cisco - Contact Center
NOVEMBER 20, 2024
NIST developed new quantum-resistant cryptographic standards, but operationalizing these standards will require more work.
AWS Machine Learning
NOVEMBER 20, 2024
This post is co-written with Lawrence Zorio III from Mark43. Public safety organizations face the challenge of accessing and analyzing vast amounts of data quickly while maintaining strict security protocols. First responders need immediate access to relevant data across multiple systems, while command staff require rapid insights for operational decisions.
Cisco - Contact Center
NOVEMBER 20, 2024
Get ready to shop and save with Cisco U. Learning Deals, our biggest sales event to date, November 25 – December 3, 2024.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
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