CCNG

JULY 19, 2023

Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. Forecasting is the key to solving the puzzle of scheduling the right number of people. Pick 1 team and master their forecast! Blend where it makes sense.

Workload forecasts 195

Workload forecasts CCNG Consulting Consulting 195

CCNG

AUGUST 21, 2021

The discussion was intended to stimulate serious thought and action by contact center executives interested in better understanding and fulfilling the needs of their frontline leaders, their most vital human capital asset, and improving their organization’s stature, influence, and value to its customers, employees, and stakeholders.

CCNG 195

CCNG Contact Center Surveys Employee engagement 195

AWS Machine Learning

DECEMBER 19, 2023

Overall, ML use cases require a readily available integrated solution to industrialize and streamline the process that takes an ML model from development to production deployment at scale using MLOps. The solution takes advantage of AWS native features from Amazon SageMaker , building a flexible and extensible framework around this.

Analytics 103

Analytics Engineering Government Best practices 103

TeamSupport

APRIL 24, 2024

That's where the magic of simplified ticket management comes into play. Achieving this satisfaction begins and ends with how effectively a company can manage, respond to, and resolve support tickets. Simplified ticket management means quicker response times, more personalized support, and ultimately, happier customers.

Management 52

Management Customer Support Personalization Analytics 52

CSM Magazine

DECEMBER 18, 2023

In this article, we’ll explore how this innovation, accessible through RFID or NFC-equipped scanners, streamlines management, eliminating manual record-keeping and enhancing efficiency for businesses of all sizes. Enhanced Visibility of Assets: Implementing smart tagging equipment gives businesses real-time inventory visibility.

Transportation 52

Transportation Best practices Healthcare Technology 52

SmartAction

MAY 23, 2023

FORT WORTH, Texas, May 23, 2023 /PRNewswire/ — SmartAction , a top-tier AI platform provider specializing in advanced Intelligent Virtual Agents (IVA) and conversational AI solutions, is proud to announce the successful closing of a new round of funding. TVC is focused on investments in and acquisitions of business-critical software firms.

Real estate 82

Real estate Virtual Agent B2B Contact Center 82

ShepHyken

JUNE 14, 2019

When considering a company’s assets and liabilities, customers should be viewed as the greatest ‘asset’, and diligent work and time should be dedicated to making sure losing customers doesn’t hold much weight on the liability side of the balance sheet. Customer churn does not just mean the loss of revenue. Unfortunately, almost 2.5x

Customer retention 335

Customer retention contact center solutions Advertising Cloud contact 335

TechSee

AUGUST 14, 2023

Follow on LinkedIn Bob Thompson, Founder and CEO at CustomerThink Bob is the CEO of CustomerThink, a research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com , the world’s largest community dedicated to customer-centric business.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

CSM Magazine

APRIL 17, 2024

In today’s always on economy, customer experience managers face the challenge of meeting consumer expectations round-the-clock. Personalization A bot that remembers previous interactions and preferences can provide tailored suggestions and solutions, making the customer feel heard and valued, leading to increased customer loyalty.

Chatbots 52

Chatbots Analytics Accountability Feedback 52

TeamSupport

APRIL 17, 2024

As businesses scramble to keep up with growing demands, the right customer support solution becomes a pivotal asset. When looking at customer support solutions, it's essential to identify features that not only address current needs but are also scalable for future growth and challenges. This is where TeamSupport stands out.

Customer Support 52

Customer Support Analytics Upselling CRM 52

CSM Magazine

NOVEMBER 23, 2023

In today’s fast-paced business world, effective warehouse management is a critical component of success. Traditional warehouse management solutions are evolving to meet the demands of the digital age. With the advent of technology, warehouse management has undergone a significant transformation.

Transportation 52

Transportation Analytics Morale Customer centricity 52

Playvox

JANUARY 25, 2024

Are you taking the right steps to evolve toward workforce engagement management? Are you taking the right steps to evolve toward workforce engagement management? How Workforce Optimization Works in a Contact Center The most valuable asset in a customer service organization or contact center is your workforce.

Coaching 77

Coaching Contact Center Quality management Schedule adherence 77

Vistio

APRIL 22, 2024

With advancements in natural language processing (NLP), machine learning (ML), and automation technologies, the potential for AI-driven customer service solutions seems limitless. Their insights and expertise can inform the development of AI solutions that align with business goals and customer expectations.

Contact Center 52

Contact Center Agent Empowerment Best practices Chatbots 52

DMG Consulting

MAY 10, 2023

Why Knowledge Management is Essential for your Contact Center May 2023 Knowledge management is a process for authoring, collecting, organizing, presenting, maintaining, and storing information in a manner that is readily accessible and easily consumable by all organizational constituents. See Figure 1.

Contact Center 62

Contact Center Management Enterprise Self service 62

DMG Consulting

OCTOBER 6, 2023

Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. Training Data Is Key The underlying training data leveraged by the solutions is essential for the application’s success. and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

CSM Magazine

MARCH 18, 2024

For firms governed by the Financial Conduct Authority (FCA), this website is an asset. Their range of services and tailored assets has equipped over 350 organisations with the skills and tools required to effectively and compliantly support the diverse needs of these individuals.

Customer Support 52

Customer Support Government Consulting Consulting 52

CSM Magazine

FEBRUARY 7, 2024

Sabio Group , the digital customer experience transformation services specialist, has expanded its partner leadership with the appointment of two new Global Partner Account Managers. Tina will be responsible for managing key Sabio partnerships with Avaya, Verint, Microsoft and Google.

Accountability 52

Accountability Sales Technology Management 52

AWS Machine Learning

DECEMBER 20, 2022

The last few years have seen a tremendous paradigm shift in how institutional asset managers source and integrate multiple data sources into their investment process. Asset managers’ data engineering teams are overloaded with data acquisition and preprocessing, while data science teams are mining data for investment insights.

Engineering 95

Engineering Finance Marketing Metrics 95

VirtualPBX

SEPTEMBER 8, 2023

Voice over Internet Protocol (VoIP) communication has become a cornerstone of modern business operations, offering cost-effective and flexible solutions. We’ll also shed light on how our VoIP solutions, including VoIP encryption and AWS Secure file storage , can enhance your business’s security posture. Here’s why: 1.

voip 105

voip Best practices Technology Accountability 105

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

TechSee

JULY 17, 2023

To train the LLM, you must upload various knowledge assets (e.g., For more on IP risk management, see part 4 below.) Managing LLM Overhead – Tokens Don’t Grow on Trees Today’s LLMs are typically priced based on token usage, and tokens are not cheap. Now let’s explore how to manage these costs better.

Best practices 109

Best practices Customer centricity Chatbots Education 109

Nicereply

MARCH 2, 2022

James Millard , Vice President, Global Support and Community at D2L , has seen many ways to implement Knowledge Management. He started in Support in his late teens and for the past several years has been leading teams that drive Knowledge Management strategies. It really is the most honest reflection of required knowledge. James: Yes.

Management 97

Management Chatbots Metrics Technology 97

AWS Machine Learning

SEPTEMBER 19, 2023

VirtuSwap is a startup company developing innovative technology for decentralized exchange of assets on blockchains. VirtuSwap’s technology provides more efficient trading for assets that don’t have a direct pair between them. The following diagram illustrates the solution workflow.

APIs 117

APIs Accountability Engineering Technology 117

AWS Machine Learning

JUNE 24, 2022

In a previous post , we talked about analyzing and tagging assets stored in Veeva Vault PromoMats using Amazon AI services and the Veeva Vault Platform’s APIs. With a few clicks, you can easily set up a managed connection and choose the Veeva Vault documents and metadata to import. Moreover, you can import document metadata.

APIs 72

APIs Healthcare SaaS Engineering 72

Unymira

MARCH 30, 2023

To prevent this from happening, there are solutions such as USU Software Asset Management. Its SAP license management solution was recently rated as particularly powerful by The ITAM Review, the renowned industry body, and certified accordingly.

Engineering 52

Engineering Metrics Management SaaS 52

AWS Machine Learning

AUGUST 17, 2022

The AWS website is currently available in 16 languages (12 for the AWS Management Console and for technical documentation): Arabic, Chinese Simplified, Chinese Traditional, English, French, German, Indonesian, Italian, Japanese, Korean, Portuguese, Russian, Spanish, Thai, Turkish, and Vietnamese. Punctuation. Consistency. Literalness.

Engineering 78

Engineering Government Analytics Best practices 78

ConvergeOne

OCTOBER 12, 2021

ConvergeOne Managed Services, powered by OnGuard, allows IT staff to rest easy knowing that a highly-skilled team of engineers leveraging an industry-leading management platform are watching over their customer’s environment. With decades of Managed Services experience, ConvergeOne has proven success with OnGuard.

Engineering 93

Engineering Best practices Enterprise Technology 93

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs. Security is a shared responsibility between AWS and AWS customers.

Best practices 121

Best practices Government Engineering Accountability 121

NobelBiz

JANUARY 30, 2024

So, as a call center owner, manager or supervisor how do you tackle this difficult challenge and avoid your numbers getting blocked? Leveraging Caller ID Reputation Management Managing the reputation of your caller ID is another key step in preventing call blocks.

Call Center 104

Call Center Interactive Voice Response Telecommunications Contact Center 104

NobelBiz

FEBRUARY 13, 2024

The drastic changes of the past few decades have caused a complete shift to high-tech modern solutions, where software has become key in transforming day-to-day call center operations. Software solutions offer a world of features that cater to various aspects of call center operations. Among its standout features is the Preview Dialer.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

CSM Magazine

FEBRUARY 22, 2024

As a customer service professional, cultivating and exemplifying a customer service mindset is not just an asset but a necessity. Demonstrating patience is critical, as it helps to calm the situation and allows you to provide thoughtful and complete solutions to their issues. Be present in the conversation, and avoid distractions.

Customer Service 52

Customer Service Feedback Customer centricity Best practices 52

AWS Machine Learning

NOVEMBER 16, 2023

For many years, Philips has been pioneering the development of data-driven algorithms to fuel its innovative solutions across the healthcare continuum. In the diagnostic imaging domain, Philips developed a multitude of ML applications for medical image reconstruction and interpretation, workflow management, and treatment optimization.

Healthcare 88

Healthcare Government Engineering APIs 88

JustCall

OCTOBER 25, 2023

Multinational companies often struggle with international call management, especially when they’re working with limited means. Multinational companies often struggle with international call management, especially when they’re working with limited means. Even businesses serving multiple countries are just a call away.

Interactive Voice Response 52

Interactive Voice Response CRM Call Center Management 52

CSM Magazine

MARCH 14, 2023

To efficiently organize and secure this data, a procedure called data management is required. Data management involves ingesting, storing, organizing, and preserving an organization’s data. Most of the required work is performed by IT and data management teams. What is data management?

Management 52

Management Enterprise Analytics Big data 52

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience Customer centricity Metrics Feedback 176

AWS Machine Learning

NOVEMBER 22, 2023

Building a production-ready solution in AWS involves a series of trade-offs between resources, time, customer expectation, and business outcome. This post focuses on the Security pillar of the IDP solution. Centralize identity management, and aim to eliminate reliance on long-term static credentials.

APIs 82

APIs Accountability Enterprise Transportation 82