Wed.Nov 27, 2024

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Return to Office (RTO) Mandates – Are We Focusing On the Wrong Solution?

CCNG

Are Today’s Remote Work Challenges New Issues or Magnified Versions of the Same Culture Issues from the Office? My recent LinkedIn Poll results are telling: Poll Results: Of the 75 people that responded, 68% agree remote work challenges are just magnified versions of the issues that existed in the office already. My Thoughts: These results support my working theory that it’s not necessarily WHERE we work that’s the underlying issue, as much as it is HOW we work together.

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Call center technology trends & best practices for 2025

Callminer

The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI. Read this blog for 2025 call center trends and best practices.

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17 Key Ways to Improve Customer Experience in 2025

TechSee

Customer experience, or CX, is a fundamental component that determines the success of a business. Companies thriving today recognize that finding ways to improve customer experience is not just an option but a strategic necessity for 2025, with all the opportunities and challenges that it entails, and beyond. With so many aspects of CX to consider, we think it’s important to break down our suggested improvements into four key concepts.

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Efficiently train models with large sequence lengths using Amazon SageMaker model parallel

AWS Machine Learning

Large language models (LLMs) have witnessed an unprecedented surge in popularity, with customers increasingly using publicly available models such as Llama, Stable Diffusion, and Mistral. Across diverse industries—including healthcare, finance, and marketing—organizations are now engaged in pre-training and fine-tuning these increasingly larger LLMs, which often boast billions of parameters and larger input sequence length.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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What is Sentiment Arc Analysis?

SQM Group

A deeper insight that highlights how agents can play a crucial role in shaping the emotional direction of a call.

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Navigating the Future of Cisco Distribution: Insights from the Black Belt Academy

Cisco - Contact Center

Explore Cisco Black Belt Distribution Academy's new updates! Enhance your skills with role-based enablement, new content, and a streamlined learning experience, empowering distributors to excel in supporting Cisco technologies.

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Search enterprise data assets using LLMs backed by knowledge graphs

AWS Machine Learning

Enterprises are facing challenges in accessing their data assets scattered across various sources because of increasing complexities in managing vast amount of data. Traditional search methods often fail to provide comprehensive and contextual results, particularly for unstructured data or complex queries. Search solutions in modern big data management must facilitate efficient and accurate search of enterprise data assets that can adapt to the arrival of new assets.

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How to Enhance Customer Service in Online Platforms

CSM Magazine

What do you think makes the difference between a loyal customer base and a one-time transaction? Yes, your product or service matters, and greatly so, but what matters equally (and sometimes even more) is the quality of your customer service. Think we’re exaggerating? According to a report by PwCm , 73% of consumers consider customer experience a crucial factor in their purchasing decisions, while 65% say that a positive brand experience has more impact than effective advertising.

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Getting started with Amazon Bedrock Agents custom orchestrator

AWS Machine Learning

Generative AI agents are designed to interact with their environment to achieve specific objectives, such as automating repetitive tasks and augmenting human capabilities. By orchestrating multistep workflows that adapt to evolving goals in real time, these agents increase productivity, reduce errors, and deliver more personalized experiences. To manage these complex workflows effectively, agents rely on an orchestration strategy that coordinates interactions with various tools, knowledge source

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Decoding the Tech Industry

Cisco - Contact Center

Transforming perceptions of tech careers, Cisco and Virgin Media O2 join forces to inspire UK youth, highlighting diverse opportunities and skills development through an impactful event.

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Create a generative AI assistant with Slack and Amazon Bedrock

AWS Machine Learning

Seamless integration of customer experience, collaboration tools, and relevant data is the foundation for delivering knowledge-based productivity gains. In this post, we show you how to integrate the popular Slack messaging service with AWS generative AI services to build a natural language assistant where business users can ask questions of an unstructured dataset.

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Securing Ireland’s Technology Future

Cisco - Contact Center

As Ireland gears up for the election, this blog looks at the pivotal role technology how tech policy can stimulate growth, investment and innovation. As Ireland gears up for the election, this blog looks at the pivotal role technology how tech policy can stimulate growth, investment and innovation.

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Use Amazon Bedrock Agents for code scanning, optimization, and remediation

AWS Machine Learning

Amazon Bedrock is a fully managed service that makes foundation models (FMs) from leading AI startups and Amazon available through an API, so you can choose from a wide range of FMs to find the model that best suits your use case. With the Amazon Bedrock serverless experience, you can get started quickly, privately customize FMs with your own data, integrate and deploy them into your application using Amazon Web Services (AWS) tools without having to manage any infrastructure.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Data Quality: Why It’s Key To AI Support

Help Scout

Enhance your AI support with better data quality. Learn key practices to improve accuracy, prevent errors, and deliver a customer-first support experience with AI.

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Why Pocket Pokies Casino Is the Real Deal for Online Pokies Real Money

CSM Magazine

If you’re searching for the ultimate online pokies real money experience, look no further than Pocket Pokies Casino. Tailored for players who crave thrilling spins, jaw-dropping bonuses, an unbeatable selection of games and excellent customer support, this casino has become a hotspot for pokies enthusiasts. Let’s dive into why Pocket Pokies stands out as a true paradise for real money players Generous Welcome Package That Sets the Stage Kicking things off with style, Pocket Pokies welcomes

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Call Center Outsourcing During Busy Season

ROI CX Solutions

Reading Time: 10 minutes Table of contents Understanding seasonal business demand Why seasonal demand can strain in-house call centers Benefits of call center outsourcing for busy seasons How outsourcing enhances customer experience Choosing the right outsourcing partner Implementing outsourcing strategies How ROI CX Solutions handles peak season demand Introduction Whether or not it takes place around the winter holidays or summer vacation, every business has a peak season, so it’s import

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Holiday Table Talk

VirtualPBX

As we approach the holiday season, the VirtualPBX team wanted to have a little fun. There’s nothing like an innocent staff survey to learn more about each other and discover the best kept family communication secrets. Check out some of our top responses for what to and NOT to talk about at the table this holiday. We don't talk about Bruno. Beyond the basics, what are some topics you don't bring up at Thanksgiving gatherings?

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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The Importance of Data Hygiene in Lead List Management

Calltools

Your contact center agents rely on effective lead lists that will connect them to interested consumers. High-quality lead lists, however, take time and maintenance. Data hygiene can make it much easier for contact center managers to clean, prune, and manage lists so their agents can engage leads successfully. Below, you’ll learn more about data hygiene, the role it plays in contact center success, and how live filters can help your contact center reach its goals.

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Building Customer Loyalty: Insights and Best Practices for Transforming Your Business

Hodusoft

Building Customer Loyalty: Insights and Best Practices for Transforming Your Business For every business, customer loyalty matters a lot. That’s because it’s just not viable for a business to start a venture, sell only one product once to every customer, and stay afloat for long. A business can only be successful when a large chunk of its customers return to it—not twice, not thrice, but repeatedly.

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The Top Challenges Customer Support Leaders Face Today

5CA

Balancing automation with human interaction, maintaining CSAT/PSAT scores, retaining VIP customers, managing peak periods, and effective vendor management.

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Sales Contact Centers: How AI Insights Can Help You Boost Revenue

MiaRec

Are you under a lot of pressure recently to increase revenue? Do you feel like you have to do more with less? As a former contact center manager, I have walked in your shoes and know firsthand what it is like. Not only do you have to run a super-tight ship with dozens of KPIs breathing down your neck, but you also have to keep finding new ways to boost revenue.

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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 innovative automation to revolutionize outdated call review processes!

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The 2025 Outlook on Language Access under Section 1557

Certified Languages International

3 Deadlines Healthcare Entities Must Meet under Section 1557 in 2025 On May 6, 2024, the U.S. Department of Health and Human Services (HHS) published its Final Rule implementing the antidiscrimination provisions under Section 1557 of the Affordable Care Act (ACA). Section 1557 prohibits discrimination on the basis of race, color, national origin, age, disability, or sex in covered health programs or activities.

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Embodied AI Chess with Amazon Bedrock

AWS Machine Learning

Generative AI continues to transform numerous industries and activities, with one such application being the enhancement of chess, a traditional human game, with sophisticated AI and large language models (LLMs). Using the Custom Model Import feature in Amazon Bedrock , you can now create engaging matches between foundation models (FMs) fine-tuned for chess gameplay, combining classical strategy with generative AI capabilities.

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Holiday Table Talk

VirtualPBX

As we approach the holiday season, the VirtualPBX team wanted to have a little fun. There’s nothing like an innocent staff survey to learn more about each other and discover the best kept family communication secrets. Check out some of our top responses for what to and NOT to talk about at the table this holiday. We don't talk about Bruno. Beyond the basics, what are some topics you don't bring up at Thanksgiving gatherings?

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How Server Colocation Supports Sustainability Goals in IT

CSM Magazine

Lately, businesses have been on the frontline in fighting for sustainability. To champion this goal, businesses have started to embrace server colocation. It has been among the business’s favourite tactics for minimising environmental effects and enhancing operation efficiency as companies work towards fulfilling sustainability goals. Businesses may reduce carbon emission rates, save on energy and promote green habits through centralising IT infrastructure in a shared building.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Plumbing & Gas Solutions Save Big with BigChange Fuel

CSM Magazine

Commercial heating and plumbing contractor Plumbing & Gas Solutions, is set to save hundreds of pounds a week using BigChange Fuel. Having switched to BigChange, Plumbing & Gas Solutions is now securing lower pence per litre prices every time it fills up its fleet of vehicles. Averaging more than 1,500 litres of fuel consumed each month will save the Milton Keynes-based operation in the region of £7,000 a year. “Looking at the cost effectiveness of our existing fuel card scheme ha