Beyond Philosophy
NOVEMBER 30, 2023
One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue. It is critical to mention that my client has done an excellent job prioritizing.
Cisco - Contact Center
NOVEMBER 30, 2023
Across the United States, local communities, transportation departments, and transit, port, and turnpike authorities are seeking new and better ways to deliver on their mission-critical objectives to… Read more on Cisco Blogs
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TeamSupport
NOVEMBER 30, 2023
Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.
Cisco - Contact Center
NOVEMBER 30, 2023
A Dashboard Designed for Developers APIs serve as the bridges that enable different software systems to communicate, facilitating the flow of data and functionality.
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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.
AWS Machine Learning
NOVEMBER 30, 2023
Amazon SageMaker is a fully managed service that enables developers and data scientists to quickly and effortlessly build, train, and deploy machine learning (ML) models at any scale. SageMaker makes it straightforward to deploy models into production directly through API calls to the service. Models are packaged into containers for robust and scalable deployments.
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 30, 2023
Amazon SageMaker makes it straightforward to deploy machine learning (ML) models for real-time inference and offers a broad selection of ML instances spanning CPUs and accelerators such as AWS Inferentia. As a fully managed service, you can scale your model deployments, minimize inference costs, and manage your models more effectively in production with reduced operational burden.
Cyara
NOVEMBER 30, 2023
The global contact center market is growing at an unprecedented pace. Already valued at $28.09 billion in 2022 , it’s expected to expand at a compound annual growth rate (CAGR) of 23.9% from 2023-2030.
Cisco - Contact Center
NOVEMBER 30, 2023
The higher education sector has more to gain than most from a new global partnership between Cisco and Microsoft.
LiveVox
NOVEMBER 30, 2023
Uncover the top CX trends shaping healthcare strategy and elevating patient experience in 2024. The post 5 CX Trends For Your 2024 Healthcare Strategy appeared first on LiveVox.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Hodusoft
NOVEMBER 30, 2023
A Guide to Call Abandonment Rate in Call Centers and Its Significance Are you dealing with high call abandonment rates? Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? In general, as per the industry standard, a call center abandonment rate is between 5% and 8%.
Concentrix
NOVEMBER 30, 2023
There’s no denying that the brands we love win the most wallet share. In this infographic, we break down insights on the most loved brands.
Cisco - Contact Center
NOVEMBER 30, 2023
Cisco Foundation grant partner Vibrant Planet Data Commons harmonizes cutting-edge science, open-source data, and Tribal Forestry to reduce the risk and severity of wildfires while speeding the pace… Read more on Cisco Blogs
Concentrix
NOVEMBER 30, 2023
Find out how coupling CCaaS benefits with the power of generative AI can provide smarter self-service options and hyper-personalized CX.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Cisco - Contact Center
NOVEMBER 30, 2023
There is a major shift in the market that is hard to miss.
ChurnZero
NOVEMBER 30, 2023
Artificial intelligence (AI) has long sparked the human imagination, often in the form of science fiction. Movies about AI becoming sentient and moving to destroy its human makers are plentiful, and mostly follow a familiar storytelling format in which the humans fight back and win. Yet when OpenAI, the company behind ChatGPT, released its large language model (LLM) to the public, the tone changed.
Zappix
NOVEMBER 30, 2023
Visual Interactive Voice Response (Visual IVR) not only elevates the customer experience but also serves as a game-changer in maximizing the productivity of call center agents. The post Revolutionizing Call Center Efficiency: The Power of Visual IVR for Maximizing Agent Productivity appeared first on Zappix.
CSM Magazine
NOVEMBER 30, 2023
The year 2024 marks a significant era for small businesses, especially in terms of logistics and shipping. With the expansion of global markets and the increasing need for efficient, cost-effective shipping solutions, small businesses are seeking options that can help them compete effectively in the global marketplace. This article highlights the top 10 shipping options that have become essential for small businesses in 2024, offering a range of services from local deliveries to international sh
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
Vistio
NOVEMBER 30, 2023
Your customer support representatives are the front lines, engaging with customers day in and day out. Leveraging this firsthand can be a game-changer for your organization.
CSM Magazine
NOVEMBER 30, 2023
Construction sealant application company Burry Sealants has seen a 20 percent expansion of its mobile workforce following the deployment of a cloud-based job management system from BigChange. Burry has also opened a new regional office and completed nearly 13,000 jobs in the last twelve months. With real-time connected mobile app and back-office system, BigChange helped Burry improve both office and field efficiency, reduce paperwork, and improve customer service with better reporting and faster
Cisco - Contact Center
NOVEMBER 30, 2023
December 3 marks the United Nations’ International Day of Persons with Disabilities (IDPwD). Treating all people equitably is about more than justice.
DMG Consulting
NOVEMBER 30, 2023
AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
AWS Machine Learning
NOVEMBER 30, 2023
Building foundation models (FMs) requires building, maintaining, and optimizing large clusters to train models with tens to hundreds of billions of parameters on vast amounts of data. Creating a resilient environment that can handle failures and environmental changes without losing days or weeks of model training progress is an operational challenge that requires you to implement cluster scaling, proactive health monitoring, job checkpointing, and capabilities to automatically resume training sh
SmartKarrot
NOVEMBER 30, 2023
In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. Pragya’s wealth of experience in customer-facing roles and her current leadership in the realm of customer success provided invaluable insights into the strategies and nuances of building a robust account risk management playbook.
AWS Machine Learning
NOVEMBER 30, 2023
The risks associated with generative AI have been well-publicized. Toxicity, bias, escaped PII, and hallucinations negatively impact an organization’s reputation and damage customer trust. Research shows that not only do risks for bias and toxicity transfer from pre-trained foundation models (FM) to task-specific generative AI services, but that tuning an FM for specific tasks, on incremental datasets, introduces new and possibly greater risks.
AWS Machine Learning
NOVEMBER 30, 2023
Today, we are excited to announce support for Code Editor, a new integrated development environment (IDE) option in Amazon SageMaker Studio. Code Editor is based on Code-OSS , Visual Studio Code Open Source, and provides access to the familiar environment and tools of the popular IDE that machine learning (ML) developers know and love, fully integrated with the broader SageMaker Studio feature set.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
AWS Machine Learning
NOVEMBER 30, 2023
Digital publishers are continuously looking for ways to streamline and automate their media workflows to generate and publish new content as rapidly as they can, but without foregoing quality. Adding images to capture the essence of text can improve the reading experience. Machine learning techniques can help you discover such images. “ A striking image is one of the most effective ways to capture audiences’ attention and create engagement with your story—but it also has to make sense.
AWS Machine Learning
NOVEMBER 30, 2023
Amazon SageMaker is a fully managed service that enables developers and data scientists to quickly and easily build, train, and deploy machine learning (ML) models at scale. SageMaker makes it easy to deploy models into production directly through API calls to the service. Models are packaged into containers for robust and scalable deployments. SageMaker provides a variety of options to deploy models.
AWS Machine Learning
NOVEMBER 30, 2023
We believe generative AI has the potential over time to transform virtually every customer experience we know. The number of companies launching generative AI applications on AWS is substantial and building quickly, including adidas, Booking.com, Bridgewater Associates, Clariant, Cox Automotive, GoDaddy, and LexisNexis Legal & Professional, to name just a few.
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