Wed.Sep 20, 2023

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Embracing Humanity in the Contact Center Space

CCNG

In a recent virtual member town hall discussion led by Dan Smitley (the Strategy and Optimization Czar at Call Design), the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength. The conversation revolved around the importance of maintaining this equilibrium while emphasizing the need to put people at the forefront of these numerical metrics. 1.

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Train and deploy ML models in a multicloud environment using Amazon SageMaker

AWS Machine Learning

As customers accelerate their migrations to the cloud and transform their business, some find themselves in situations where they have to manage IT operations in a multicloud environment. For example, you might have acquired a company that was already running on a different cloud provider, or you may have a workload that generates value from unique capabilities provided by AWS.

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Smart and Sustainable: The Future of Buildings

Cisco - Contact Center

Alas, we have reached the third and final part of our series. And here’s the big question: how do I make it all come together? Well, here’s where we come in !

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The Evolving Landscape of AI, Chatbots and LLMs

Cyara

In late July 2023, at the Unparsed Conference , Christoph Börner, Cyara’s Senior Director of Digital and renowned chatbot expert, met with Hans van Dam, founder of the Conversation Design Institute to discuss the present state of the chatbot industry, conversational chatbot design, large language models (LLMs) and the prospective developments within this field.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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How to Find a Career You Love

Cisco - Contact Center

Cecilia Correa joined Cisco as the Senior Director of Security Brand Marketing just over a year ago. How did she cultivate a career she loved?

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CCM and the Future of InsureTech: What Industry Leaders Have to Say

Cincom

Aite-Novarica discusses the next wave of digital transformation in InsureTech (from core systems to CCM). This article explores insights from leading life, health and property and casualty insurance executives of their priorities, challenges and outlook on the future of customer communications and the impact of digital transformation. As science fiction writer William Gibson once famously said, “The future is here—but it’s not evenly distributed.

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5 Benefits of Utilizing Comprehensive Lead Routing Strategies

Calltools

There’s no question that customers hate waiting in the queue. Even more frustrating than waiting in a queue is waiting in a second, third, or fourth queue after being transferred to an agent that can resolve their issues. With this in mind, contact centers can implement lead routing strategies to optimize first-call resolution and improve the customer experience.

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CCM and the Future of InsureTech: What Industry Leaders Have to Say

Cincom

Aite Novarica discusses the next wave of digital transformation in InsureTech (from core systems to CCM). This article explores insights from leading life, health and property and casualty insurance executives of their priorities, challenges and outlook on the future of customer communications and the impact of digital transformation. As science fiction writer William Gibson once famously said, “The future is here—but it’s not evenly distributed.

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LinkLive Leadership Transition

Revation Systems

Exciting News! Thrilled to announce John Lynch as the new CEO of LinkLive. As a Co-Founder and Board Member, I couldn’t be more excited about this next chapter. John’s exceptional leadership will take us to new heights. While I step into a new role as Chief Customer Officer, I’ll work alongside John to ensure our continued success.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

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Digitalising Europe’s Grids to Power the Energy Revolution

Cisco - Contact Center

The energy sector is facing greater challenges than ever before. Grids must now handle more distributed and variable energy sources from renewables.

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Navigating Multichannel Customer Service Journeys: The Power of Seamless Transitions

Zappix

In the digital age, customers have come to expect more from businesses than ever before. They seek convenience, speed.

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Risk Mitigation in Key Account Management: How Playbooks Can Help

SmartKarrot

Navigating the complex waters of Key Account Management (KAM) is difficult. It’s like trying to walk on a tightrope while juggling multiple balls. So, how do we ensure that we don’t lose balance, or more importantly, retain and grow our most valuable customers? Enter: Playbooks. The simple but effective way to create consistent results. Part 1: Understanding the Essence of Risk Mitigation in KAM Risk?

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What Is Call Queuing and Why It Is Important?

Hodusoft

What Is Call Queuing and Why It Is Important? If you are an owner of an inbound call center (or contact center) then you must know how important it is to answer all incoming calls as soon as possible. What’s even more important is to ensure the calls reach the right departments and agents. But when callers dial your customer service number, only a small fraction of them get to speak with a live agent instantly.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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5 Ways AI and Automation Can Improve Your QM Processes

Playvox

You can’t go a day (or maybe even an hour) without stumbling across the term “artificial intelligence” or “AI.” Across all industries and in our personal lives, AI is coming into its own as a tool to increase efficiency, automate tasks, and reduce costs. But how do AI and automation technologies actually help make your contact center more efficient?