Wed.May 15, 2024

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Agent analytics: The key to better customer service

Tethr

Elevate your agent analytics with conversation intelligence! Learn how to measure, coach, and improve agent performance for exceptional CX.

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Accelerate NLP inference with ONNX Runtime on AWS Graviton processors

AWS Machine Learning

ONNX is an open source machine learning (ML) framework that provides interoperability across a wide range of frameworks, operating systems, and hardware platforms. ONNX Runtime is the runtime engine used for model inference and training with ONNX. AWS Graviton3 processors are optimized for ML workloads, including support for bfloat16, Scalable Vector Extension (SVE), and Matrix Multiplication (MMLA) instructions.

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A New Day for Cisco’s Go-to-Market

Cisco - Contact Center

Over the last 40 years, Cisco has built one of most sophisticated and extensive Go-to-Market (GTM) engines in the industry. Today, we are taking the next step in that mission.

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10 Topics in our A.I. Series

DMG Consulting

This is the first in a series of videos that will explore how AI in enhancing things in contact centers across the globe. The post 10 Topics in our A.I. Series appeared first on DMG Consulting.

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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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Explore New Freedoms with Cisco Hypershield

Cisco - Contact Center

Cisco Hypershield places security enforcements exactly where and when it’s needed, seamlessly at cloud speed and in highly distributed environments. Check out more of its key benefits here.

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Embracing the Platform Approach for Smart Scaling and Sustainable Growth

Cisco - Contact Center

Switching to a platform-based IT strategy can make growing a breeze, cutting through complexity and bolstering teamwork. It’s a smart, forward-thinking move that keeps things simple and sustainable.

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Money 20/20 in Amsterdam

Concentrix

Money 20/20 Europe | 4 – 6 June 2024 Join Us in Amsterdam Where the world’s fintech leaders all come together to shape what’s next for the fintech industry. Connect with an Expert Join Concentrix at Money 20/20 Europe Concentrix will be at the Money 20/20 Europe event this June!

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Announcing the Build for Better Code Challenge Winners

Cisco - Contact Center

We invited the Cisco DevNet community to use automation and AI to demonstrate the significant role technology can play in addressing tech's ecological footprint. We were blown away by the community participation.

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Avaya and LivePerson Team Up to Set New Standards in CX

CSM Magazine

Avaya and LivePerson have partnered to integrate voice, digital, and AI capabilities into a unified omnichannel solution for enhanced customer experiences and accelerated digital transformation. The partnership allows enterprises to enhance their existing Avaya solutions with digital, automation, AI, and analytics capabilities without the need for migration, resulting in faster transformative outcomes with lower costs and reduced operational risks.

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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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Four ways DORA compliance is an opportunity for financial services organizations to accelerate digital transformation

Cisco - Contact Center

The Digital Operational Resilience Act (DORA) offers financial service institutions the chance to enhance operational resilience and competitive advantage through compliance, with Cisco providing a comprehensive suite of solutions to support FSIs in meeting these new regulatory requirements.

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How to Write an Essay About Customer Service?

CSM Magazine

Customer service is a crucial aspect of any business, and it’s a topic that can provide a wealth of material for an essay. Whether you’re writing for a class assignment or for a professional publication, understanding how to approach this subject is key to crafting a compelling and insightful piece. Academized essay writing service is a professional academic assistance company that can help students with essay writing on various topics, including customer service.

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Embracing Machine-as-a-Service: Transforming Manufacturing

Cisco - Contact Center

Get ready to ride the wave of the future with Machine-as-a-Service (MaaS) — a concept that's set to revolutionize the manufacturing landscape. At Cisco, we're all about staying ahead of the curve, and we're here to help you navigate this thrilling new frontier. Let’s talk about the current state of things, what to expect, and how technology will play a role in the Manufacturing revolution.

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Do customer success teams have an operational leadership gap?

ChurnZero

Most CSMs are struggling to hit their goals this year, according to new research. In a poll of CSMs conducted by ChurnZero and SuccessCOACHING , only 41% of CSMs said they could achieve their goals without working extra hours on evenings or weekends, and just 40% said their goals are realistic. Given the last two years of RIFs and pre-emptive job moves, and higher workloads for the CSMs who’ve stayed in place, that’s not entirely surprising.

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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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Chat GPT-4o Set to Revolutionize Customer Experience with Voice Engagement

CSM Magazine

OpenAI’s GPT-4omni (GPT-4o) takes the customer experience to new heights with tailor-made AI solutions. Picture being able to sift through conversations from around the globe, figuring out exactly how customers feel on-the-fly. For CX professionals searching insights far and wide – here comes your hidden advantage! Understanding context is a game changer with GPT-4o.

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Cisco Customer Advocate Awards: Americas 2024 Finalists

Cisco - Contact Center

Cisco's Customer Advocate Awards are back! Cisco Advocates are change makers and innovators, and we'll celebrate our winners at Cisco Live in Las Vegas. To start, we're recognizing our finalists.

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Inbound Solutions for Restaurant Call Centers

Calltools

Even years after the COVID-19 pandemic, many restaurants still see increased to-go orders. Despite customers wanting to return to dining in person, many people have become accustomed to ordering to-go more frequently. As a result, restaurants have turned to outsourcing incoming phone calls to help save costs and maximize time for restaurant employees.

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Customer First: Simplifying Ticket Management with TeamSupport

TeamSupport

In today's fast-paced world, every second counts. Enhancing the efficiency of support teams is not just a necessity but a mandatory strategy for businesses aiming to thrive. It's all about optimizing the customer experience and ensuring that interactions are as seamless as possible. This is where a stellar support ticket system becomes indispensable.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Sabio Group Recognised for CX Expertise with Series of Awards

CSM Magazine

Sabio Group , the digital customer experience (CX) transformation services specialist, has been named Avaya’s ‘Enterprise Cloud Partner of the Year – International’ at its annual Avaya Engage event, currently taking place in Denver, Colorado. The award – accepted at the event by Sabio Chief Revenue Officer, Ioan MacRae – recognises Sabio’s deep expertise in Avaya technologies and its recent success in supporting organisations transitioning to Avaya’s new Avaya

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Fixing WFM

DMG Consulting

Fixing WFM May 2024 The world and workforce have changed, and it’s time for companies to update their workforce management (WFM) solutions and best practices to better meet the expectations of today’s employees, especially Millennials and the rapidly up-and-coming Gen Z. The most significant issues confronting the world of WFM today are: Number 1: Companies need WFM solutions that are a good fit for the current workforce, because their needs have changed significantly.

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Generative AI 101

Concentrix

Learn how generative AI can help you orchestrate better experiences and manage your resources in this primer from Concentrix and Genesys.

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Black Hat Asia 2024 NOC: Cisco Security Cloud

Cisco - Contact Center

Protecting Black Hat Asia NOC with Cisco Security Cloud

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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Customer Experience Strategies Checklist

Concentrix

Build an AI-infused customer experience workforce your competition will envy with this strategy checklist from Concentrix and Genesys.

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Learn how Amazon Ads created a generative AI-powered image generation capability using Amazon SageMaker

AWS Machine Learning

Amazon Ads helps advertisers and brands achieve their business goals by developing innovative solutions that reach millions of Amazon customers at every stage of their journey. At Amazon Ads, we believe that what makes advertising effective is delivering relevant ads in the right context and at the right moment within the consumer buying journey. With that goal, Amazon Ads has used artificial intelligence (AI), applied science, and analytics to help its customers drive desired business outcomes

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How to Build Customer Loyalty

Concentrix

Discover how to build customer loyalty with seven best practices from Concentrix and Genesys.

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Totango + Catalyst customer success experts reveal top takeaways from TSIA INTERACT 2024

Totango

“AI may not replace me, but AI will definitely change the way I work.” This bold statement, shared during a keynote at the recent Technology Services Industry Association (TSIA) World INTERACT conference in Orlando, set the stage for a series of thought-provoking discussions and insights from industry leaders. As CS grapples with rapidly evolving AI opportunities, executives from top companies gathered to share their hot takes on the advancements that will shape the future of the industry.

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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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Build a serverless exam generator application from your own lecture content using Amazon Bedrock

AWS Machine Learning

Crafting new questions for exams and quizzes can be tedious and time-consuming for educators. The time required varies based on factors like subject matter, question types, experience level, and class level. Multiple-choice questions require substantial time to generate quality distractors and ensure a single unambiguous answer, and composing effective true-false questions demands careful effort to avoid vagueness and assess deeper understanding.

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Demystifying Online AI CV Builders: A Guide to Crafting Your Perfect Resume

CSM Magazine

In today’s rapidly evolving job market, a well-crafted resume is more important than ever. It’s your ticket to landing the job you desire, your first impression to potential employers, and a chance to showcase your skills and achievements. With the advancements in technology, creating a professional resume has become significantly simpler, thanks to online AI CV builders.

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Crafting Craveable Customer Experiences

Interactions

Did you know that 89% of customers switch to a competitor after a single instance of poor customer service(1)? That’s because no one wants to do business with an organization that treats customers poorly. In today’s dynamic landscape of customer service and contact center experience, where every interaction counts, businesses must strive to not just meet but exceed customer expectations.