CCNG

DECEMBER 20, 2023

Thanks to technological improvements and broader adoption, AI is beyond the "hype storm" and has demonstrated significant value across industries. First, to understand how AI and RPA can work with human agents to improve service delivery, let us clarify what we mean when referring to these technologies used in a call center context.

Call Center 195

Call Center Chatbots CCNG Technology 195

ShepHyken

AUGUST 4, 2023

She writes about how artificial intelligence and machine learning technology can help businesses automate processes and put more focus on delivering amazing customer experiences. This week, we feature an article by Srushti Shah, a digital marketer focused on effectively helping her clients and customers achieve their desired results.

Customer Experience 156

Customer Experience Technology Accountability Marketing 156

Anexa BPO

OCTOBER 15, 2021

The best example of this would be Alibaba’s Taobao Live annual event, involving an online livestream broadcast with their ecommerce store to allow viewers (and consumers) to watch and shop at the same time. Analysis indicates that live-commerce-initiated sales could account for 10-20% of all ecommerce by 2026. Reach out today.

outsourcing 52

outsourcing Entertainment Business Process Outsourcing Sales 52

AWS Machine Learning

APRIL 18, 2024

It’s straightforward to deploy in your AWS account. Prerequisites You need to have an AWS account and an AWS Identity and Access Management (IAM) role and user with permissions to create and manage the necessary resources and components for this application. Everything you need is provided as open source in our GitHub repo.

APIs 106

APIs Accountability Analytics Entertainment 106

CCNG

NOVEMBER 9, 2022

The warp-speed migration to work-from-home complicated things further—IT and operations management continue to augment processes and technologies to support an evolving landscape of remote and hybrid teams. Technology and data abound in contact centers but often aren't leveraged to their full extent.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. For more information on setting up your account, refer to the Genesys documentation. Save your configuration.

Chatbots 92

Chatbots APIs Self service Contact Center 92

TechSee

AUGUST 14, 2023

They are “the ones to watch” and we recommend you follow them on Linkedin, Twitter, or YouTube or try meeting them at key industry events. Skilled in leading high-performing teams and utilizing customer insights to drive improvements, Agnes works on unique ways to build customer loyalty through community programs and events.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

AWS Machine Learning

MARCH 10, 2023

Online fraud has a widespread impact on businesses and requires an effective end-to-end strategy to detect and prevent new account fraud and account takeovers, and stop suspicious payment transactions. Example use cases for this could be payment processing or high-volume account creation.

APIs 112

APIs Banking Accountability Analytics 112

CSM Magazine

JUNE 22, 2020

Advancements in technology have made a tremendous impact in every field. To keep pace in this industry, you’ll have to stay up to date and thoughtfully consider what technology your restaurant needs. To keep pace in this industry, you’ll have to stay up to date and thoughtfully consider what technology your restaurant needs.

Technology 52

Technology Wireless Wait times Chatbots 52

CSM Magazine

SEPTEMBER 18, 2018

A packed hall is a good sign for an event hosting provider, because spectators constitute a major revenue opportunity for them. According to Juniper Research , global mobile and wearable-device ticket sales are expected to reach $14 billion this year, making up 54% of total digital purchases for events and transportation.

Transportation 56

Transportation B2C Engineering outsourcing 56

Creative Virtual

NOVEMBER 6, 2019

By Maria Ward, Account Manager/Knowledgebase Engineer. On 31 October I joined my colleague Liam Ryan at the 2019 CXtech Conference & Technology Showcase, which was co-located with the AI & Robotics Conference, in London. He outlined Creative Virtual’s top tips for implementing chatbot, virtual agent and live chat technology.

Technology 40

Technology Virtual Agent Chatbots Employee engagement 40

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. Understanding Conversational AI Conversational AI refers to technologies that users interact with through a natural, conversational interface, like chatbots or virtual agents. What problem am I trying to solve?

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Hodusoft

SEPTEMBER 18, 2023

HoduSoft, an innovative provider of unified communications and BPO solutions, will be one of the prominent participants at this event. In this blog, we will explore what this exciting event holds and how HoduSoft is going to make an impact by participating in this event.

outsourcing 52

outsourcing Business Process Outsourcing Contact center software Finance 52

Influitive

MAY 12, 2016

That’s one reason why account-based marketing has become a popular strategy in recent years. Calling ABM a “B2B marketing must-have,” 58 percent of marketers plan to invest in ABM technology or services this year, according to SiriusDecisions. Learn how to make your account-based marketing more effective with advocacy.

Accountability 61

Accountability Marketing B2B Customer advocacy 61

Totango

JULY 31, 2020

Yesterday, Totango hosted our third CXO series event for Customer Success executives. In fact, 60% of the audience stated they’ve lost accounts because they were unaware that their key stakeholders and influencers were not aligned or left the organization. Lucid chose Totango to be its technology partner to drive customer success.

Best practices 104

Best practices Accountability Enterprise Sales 104

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 95

Personalization SaaS Upselling B2B 95

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

AWS Machine Learning

OCTOBER 10, 2022

GrabDefence (GD), Grab’s proprietary fraud detection and prevention technology, and AWS have launched GDxAFD, a fraud detection solution tailored for mobile apps that integrates GD’s device intelligence capabilities with Amazon Fraud Detector , AWS’s fully managed ML fraud detection solution.

APIs 69

APIs Accountability Metrics Government 69

CSM Magazine

FEBRUARY 13, 2024

This comprehensive platform not only provides a wide variety of sports and events to place bets on but also ensures that users can enjoy an engaging and dynamic betting experience anytime, anywhere. Each sport comes with a variety of markets, giving users the freedom to choose how they want to engage with their favorite events.

Marketing 52

Marketing Banking Accountability Technology 52

Call Design

AUGUST 9, 2021

Technology is always advancing so to remain competitive it is important for every organisation to regularly review the systems and processes in place to see how these can be improved. The IVR’s primary role is to automate some of the simpler tasks such as providing account details, transferring funds, or paying a bill.

Interactive Voice Response 78

Interactive Voice Response Chatbots Coaching Virtual Agent 78

Mindtouch

APRIL 3, 2019

The practice of Identity and Access Management (IAM) introduces many questions about an organization’s business processes and technology solutions. The decision to use a particular Single Sign-On (SSO) technology takes into account concerns such as: Is the technology secure? Choose Single Sign-On Technology Wisely.

Technology 48

Technology industry standards Government Accountability 48

AWS Machine Learning

JANUARY 5, 2024

Whenever drift is detected, an event is launched to notify the respective teams to take action or initiate model retraining. Event-driven architecture – The pipelines for model training, model deployment, and model monitoring are well integrated by use Amazon EventBridge , a serverless event bus.

Management 108

Management APIs Engineering Government 108

AWS Machine Learning

JANUARY 26, 2024

As your organization advances its use of emerging technologies such as generative AI and LLMs, overall organizational resiliency should be considered as a cornerstone of a layered defensive strategy to protect assets and lines of business from unintended consequences.

Best practices 120

Best practices Government Engineering Accountability 120

Jon Arnold

JUNE 29, 2022

Am back now from last week’s Future of Work Expo in Fort Lauderdale, and from all accounts, it was our best one to date. The first two days focused on workplace FOW themes, where we talked as much about HR, soft skills and culture as we did about how technology can support the hybrid work model.

Contact Center 83

Contact Center Accountability Technology 83

Totango

NOVEMBER 8, 2023

Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds. Check out our full list of technology partners or request a new integration. What is Mixpanel? It offers powerful real-time charts and visualizations of how users interact with digital products.

Enterprise 91

Enterprise Finance SaaS Analytics 91

VirtualPBX

OCTOBER 11, 2023

Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. This means accounting for hardware, software licenses, installation, and training expenses.

voip 104

voip Accountability Customer retention Technology 104

customer sure

JANUARY 10, 2024

You also need to ask for feedback at the times when customers are likely to want to give it – such as after a specific event. Failure to Adapt to Changing Customer Expectations Customer expectations evolve over time, influenced by technological advancements, industry trends, global events and other businesses.

Customer Experience 62

Customer Experience Feedback Metrics Healthcare 62

ChurnZero

SEPTEMBER 1, 2020

The reality is that virtual events will be the norm going forward, at least in the short term. Virtual events present uniquely flexible opportunities for Customer Success professionals to brush up on skills and to learn from peers, albeit from the safety of being behind a webcam. There is, however, a silver lining.

Journey mapping 98

Journey mapping SaaS Best practices Technology 98

Totango

SEPTEMBER 6, 2022

Then, we’ll look at the benefits of conducting QBRs, and finally, we’ll look at three keys to effective QBRs and how using the right technology can help you optimize your QBR strategy. With the right technology, you don’t necessarily have to wait until the end of a quarter to engage customers about performance progress. What Is a QBR?

SaaS 105

SaaS Technical Support Benchmark Accountability 105

pindrop

JUNE 23, 2020

As fraud tactics evolve to adapt to the changing landscape in which businesses are operating, sophisticated technology solutions can help contact centers proactively address fraud. Fraudsters exploit IVRs to surveil accounts and to operationalize their fraud and planning tactics. . At-risk accounts across communication channels.

Interactive Voice Response 117

Interactive Voice Response Contact Center Call flow Accountability 117

AWS Machine Learning

APRIL 17, 2023

Another option is to use an unsupervised anomaly detection model to monitor and surface unusual behavior among customer events. The challenge with this approach is that not all fraud events are anomalies, and not all anomalies are indeed fraud. Therefore, you can expect higher false positive rates.

APIs 71

APIs Government Metrics Engineering 71

AWS Machine Learning

JULY 29, 2022

With rapid technological advances in the past decade or so, it’s even more important to elevate customer focus in the following ways: Making your organization accessible to your customers across multiple modalities, including voice, text, social media, and more. Reviewing the Account Balance chatbot. Account Type. Phone Number.

Contact Center 95

Contact Center Interactive Voice Response Self service Accountability 95

pindrop

JULY 9, 2020

Remediating an account takeover is an investment in time, especially without intelligent case management tools to connect fraud events. The remediation on just a single account takeover can take up to 16hrs of work. 16 Hours Per Compromised Account x 100 Compromised Accounts = 1600 Work Hours To Remediate.

Accountability 100

Accountability Contact Center Engineering Technology 100

Quality Contact Solutions

MARCH 11, 2021

Our telemarketing services include: Event/Brand Awareness: Offering products and services is great; however, it doesn’t do you any good to have a fantastic product if no one knows about it. Having a major event and need your target audience to know about it? Try an event awareness campaign. Try an event awareness campaign.

Telemarketing 98

Telemarketing Sales Upselling outsourcing 98

AWS Machine Learning

MARCH 12, 2024

Leidos is a Fortune 500 science and technology solutions leader working to address some of the world’s toughest challenges in the defense, intelligence, homeland security, civil, and healthcare markets. This feature helps isolate the enclave and your software, and significantly reduces the surface area for unintended events.

Chatbots 88

Chatbots Healthcare Accountability Engineering 88

AWS Machine Learning

JUNE 24, 2022

Building an MLOps foundation that can cover the operations, people, and technology needs of enterprise customers is challenging. We split the environment into multiple AWS accounts: Data lake – Stores all the ingested data from on premises (or other systems) to the cloud. MLOps maturity model.

Enterprise 88

Enterprise Engineering Accountability APIs 88

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. number of daily logins) to the account level.

CRM 96

CRM Sales Analytics Accountability 96