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Contact Center Trends 2021: The CX Watershed

Fonolo

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Contact Center Trends 2021. Increasing Empathy.

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Run machine learning enablement events at scale using AWS DeepRacer multi-user account mode

AWS Machine Learning

Until recently, organizations hosting private AWS DeepRacer events had to create and assign AWS accounts to every event participant. This often meant securing and monitoring usage across hundreds or even thousands of AWS accounts. Build a solution around AWS DeepRacer multi-user account management.

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International Women’s Day: A Closer Look at Some of the Women Who Drive NRG

The Northridge Group

Kelsey earned a degree in economics and later worked at a marketing agency before coming to NRG as a Consultant. She recalls the advertising world being extremely demanding and stressful – the fear of being one step away from losing your job based on your accounts and client happiness. And her son?

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Getir end-to-end workforce management: Amazon Forecast and AWS Step Functions

AWS Machine Learning

SARIMA extends ARIMA by incorporating additional parameters to account for seasonality in the time series. These additional variables are considered in the model to improve forecasting accuracy by accounting for external influences beyond the historical values of the time series.

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Top 10 Customer Success Certifications

CustomerSuccessBox

In this blog post, we will outline the top 10 best customer success certificates and training in 2021. Also, how to make sense of the data that you see, how to plan the day to manage your portfolio of accounts effectively, and increase the retention rate. How to track Product Adoption for Accounts and much more.

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Bundesliga Match Fact Pressure Handling: Evaluating players’ performances in high-pressure situations on AWS

AWS Machine Learning

In February 2021, the Bundesliga released the first insight into how teams apply pressure with the Most Pressed Player Match Fact powered by AWS. If the subsequent IBP accounts to a player of the same team, we count this as an escape. Tareq Haschemi is a consultant within AWS Professional Services.

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Reduce food waste to improve sustainability and financial results in retail with Amazon Forecast

AWS Machine Learning

In an interesting finding from this case, we used cross-COVID-19 data (from 2018–2021) to train the model and found that we didn’t need to add other COVID-19 features such as number of daily confirmed cases. The deep neural network models can learn directly from daily revenue.

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