Wed.Sep 20, 2023

article thumbnail

Embracing Humanity in the Contact Center Space


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.

article thumbnail

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.

Scripts 104

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

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 !

article thumbnail

The Evolving Landscape of AI, Chatbots and LLMs


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.

article thumbnail

SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

article thumbnail

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?

More Trending

article thumbnail

5 Ways AI and Automation Can Improve Your QM Processes


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?

article thumbnail

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


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.

Surveys 52
article thumbnail

What Is Call Queuing and Why It Is Important?


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.

article thumbnail

5 Benefits of Utilizing Comprehensive Lead Routing Strategies


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.

article thumbnail

Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

article thumbnail

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.

article thumbnail

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.

article thumbnail

Navigating Multichannel Customer Service Journeys: The Power of Seamless Transitions


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

article thumbnail

Risk Mitigation in Key Account Management: How Playbooks Can Help


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?

article thumbnail

Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.