Mon.Feb 05, 2024

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Safeguard Your Network in a Post-Quantum World

Cisco - Contact Center

Security is critical when transmitting information over any untrusted medium, particularly with the internet.

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Reimagining Customer Loyalty Programs

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the latest trends in loyalty programs? How has the traditional concept of loyalty program evolved? How do loyalty programs impact a customer’s purchasing decision? How can companies effectively track and utilize customer data to drive loyalty?

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Cisco CX is Accelerating Outcomes Through Technology Innovation

Cisco - Contact Center

I am constantly amazed by the increasingly rapid pace of innovation in areas ranging from AI, security, automation, and sustainability to data privacy, workplace solutions, multi-cloud networking,… Read more on Cisco Blogs

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Join Concentrix and CCW at Germany

Concentrix

TREFFEN SIE UNS! CCW Berlin 2024 Erfahren Sie mehr über die neuesten CX-Trends und technischen Innovationen, präsentiert von führenden Experten auf der CCW 2024. Auch Concentrix + Webhelp freut sich darauf, Ihnen unsere neuesten Lösungen auf dem diesjährigen Event vorzustellen. Entwerfen, realisieren und setzen Sie gemeinsam mit uns die CX-Zukunft um!

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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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Congratulations to Cisco’s 2024 CRN Channel Chiefs!

Cisco - Contact Center

This is always an exciting time of year at Cisco. Today not only marks the start of Cisco Live EMEA, it’s also the release date of the 2024 CRN Channel Chiefs list.

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The Journey to CCDE, a Personal Story

Cisco - Contact Center

This guest post was authored by Cisco Designated VIP David Peñaloza Seijas. Background/Story Since I was a kid, I was fascinated by many things I found interesting.

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Staffing Plan Fundamentals: Forecasted Workload — Jeremy Hyde

Vistio

Most contact center leaders know that forecasting incoming call volume or transaction count is required to build a staffing model that aligns to demand. Do we simply look at historical volumes and assume it will carry forward?

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Join Concentrix and Google in Kansas

Concentrix

Join Us In Kansas City! Gen AI for Good We create game-changing customer journeys that help brands grow, across the world and into the future.

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Call Center Training: Empowering Agents for Success

Vistio

In the fast-paced world of customer service, providing exceptional experiences for customers is essential. And at the heart of delivering excellent customer service lies well-trained call center agents. These agents are the frontline representatives who interact with customers, address their concerns, and provide solutions. But training call center agents can be a daunting task.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Join Concentrix and Google in Kansas

Concentrix

Join Us In Kansas City! Gen AI for Good We create game-changing customer journeys that help brands grow, across the world and into the future.

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CRM for Key Account Management | Not the Right Tool

Kapta Customer Success

Ninety-nine percent of surveyed business leaders say trust is essential to build long-term client relationships, according to Mercuri’s report on The Future State of Trust.

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What Makes an Effective English to Spanish Interpreter Online?

Certified Languages International

Connecting with Spanish-speaking patients, customers, and clients is critical for organizations across industries. However, language differences can hinder effective communication and prevent people from accessing services confidently. This underscores the need for accurate and culturally sensitive Spanish interpretation. So, what defines an effective interpreter that meets the needs of both providers and Spanish speakers?

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Announcing support for Llama 2 and Mistral models and streaming responses in Amazon SageMaker Canvas

AWS Machine Learning

Launched in 2021, Amazon SageMaker Canvas is a visual, point-and-click service for building and deploying machine learning (ML) models without the need to write any code. Ready-to-use Foundation Models (FMs) available in SageMaker Canvas enable customers to use generative AI for tasks such as content generation and summarization. We are thrilled to announce the latest updates to Amazon SageMaker Canvas, which bring exciting new generative AI capabilities to the platform.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Hand-in-hand, not handoff: How a three-legged stool approach fuels growth

Totango

What’s on customer success’s in-and-out list for 2024? In: A hand-in-hand, three-team approach to customer success where Sales, CS, and Marketing work together to guide customers through the entire customer journey. Out: The old-school Sales-to-CS handoff. No more “Here’s your customer success manager, see you never!” emails from the sales rep. Totango Chief Marketing Officer Karen Budell refers to this cross-functional effort as the “three-legged stool” approach, and as she recently explained

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How HSR.health is limiting risks of disease spillover from animals to humans using Amazon SageMaker geospatial capabilities

AWS Machine Learning

This is a guest post co-authored by Ajay K Gupta, Jean Felipe Teotonio and Paul A Churchyard from HSR.health. HSR.health is a geospatial health risk analytics firm whose vision is that global health challenges are solvable through human ingenuity and the focused and accurate application of data analytics. In this post, we present one approach for zoonotic disease prevention that uses Amazon SageMaker geospatial capabilities to create a tool that provides more accurate disease spread information

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Why AI Practice Partners Outshine One-on-One Role Play in Call Center Training

Vistio

Call centers are hubs of customer interaction and service, where agents handle numerous calls, each with unique challenges. The need for effective communication, prompt problem-solving, and a positive attitude cannot be overemphasized. Therefore, it is vital for call centers to invest in proper training and rehearsals to ensure their agents are well-prepared for diverse customer issues.