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Mastering Escalation Management: Harnessing Tech in Modern Call Centers

NobelBiz

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? The secret lies in effective escalation management, a crucial aspect often overlooked. This is where escalation management comes into play.

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Credit Crunch 10 Years On – Four Seismic Changes in Customer Experience Management

Peter Lavers

This has been exacerbated by high-profile scandals in several sectors, principally financial services, automotive and retail. Giant leaps have been made in the disciplines of customer insight that businesses must embrace – Data Science, Big Data, Artificial Intelligence (AI), Cognitive Marketing, etc.

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Ebi.Ai Launches Free Coronabot

CSM Magazine

EBI.AI, one of the most advanced Artificial Intelligence (AI) labs in the UK, has launched a brand-new bot designed to help companies manage the increased and fluctuating number of customer calls caused by the current Coronavirus emergency. at info@ebi.ai Existing customers should contact their account manager for more details.

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What Came First COVID-19 or Poor Customer Service?

CSM Magazine

Improve and extend the service culture – organisations looking to improve and future-proof their customer service should focus on the natural ability of AI to capture customer data, interpret customer interactions and then use this information to anticipate their requirements now and in the future. About the Author.

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Talking Omnichannel But Organised Multi Channel?

Peter Lavers

The automotive sector, for example, is in an unprecedented period of market and legislation-driven disruption in its brands, products, markets, fuels, financing, taxation / charging – and channels & media. Don’t I need to get real and recognise the pressures that businesses and management are under to perform or perish?

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EBI.AI Launches Community AI with Cost-Effective AI Assistants for Local Councils

CSM Magazine

And since Lobster is a managed service, public sector workers don’t have to worry about managing the technology or fret about how they’ll keep it up to date with the many strict regulations for local government that they must follow. is among the most advanced UK labs to create fully managed, Enterprise-grade AI assistants.

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Predict football punt and kickoff return yards with fat-tailed distribution using GluonTS

AWS Machine Learning

The player data was used to derive features for model development: X – Player position along the long axis of the field Y – Player position along the short axis of the field S – Speed in yards/second; replaced by Dis*10 to make it more accurate (Dis is the distance in the past 0.1