Thu.Nov 30, 2023

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Why engaging HR, Finance, Legal, and IT to embrace the customer is vital!

Beyond Philosophy

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue. It is critical to mention that my client has done an excellent job prioritizing.

Finance 195
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Welcome to a New Era of Building in the Cloud with Generative AI on AWS

AWS Machine Learning

We believe generative AI has the potential over time to transform virtually every customer experience we know. The number of companies launching generative AI applications on AWS is substantial and building quickly, including adidas, Booking.com, Bridgewater Associates, Clariant, Cox Automotive, GoDaddy, and LexisNexis Legal & Professional, to name just a few.

APIs 123
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Trending Sources

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IoT Transportation Leadership Summit: Innovation on the Move

Cisco - Contact Center

Across the United States, local communities, transportation departments, and transit, port, and turnpike authorities are seeking new and better ways to deliver on their mission-critical objectives to… Read more on Cisco Blogs

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How to Optimize Customer Service With Omnichannel Support

TeamSupport

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction. Case management continues to play a critical role in preserving customer relationships while also feeding the product development process.

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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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Effortless API Management: Exploring Meraki’s New Dashboard Page for Developers

Cisco - Contact Center

A Dashboard Designed for Developers APIs serve as the bridges that enable different software systems to communicate, facilitating the flow of data and functionality.

APIs 98

More Trending

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Cisco expands support to Tribal Colleges and Universities

Cisco - Contact Center

This post was authored by Alice Sanchez, a Customer and Partner Experience software architect and global co-lead of Cisco’s Native American Network (NAN).

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Minimize real-time inference latency by using Amazon SageMaker routing strategies

AWS Machine Learning

Amazon SageMaker makes it straightforward to deploy machine learning (ML) models for real-time inference and offers a broad selection of ML instances spanning CPUs and accelerators such as AWS Inferentia. As a fully managed service, you can scale your model deployments, minimize inference costs, and manage your models more effectively in production with reduced operational burden.

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Emerging Software Testing Trends: What Contact Centers Can Expect In 2024

Cyara

The global contact center market is growing at an unprecedented pace. Already valued at $28.09 billion in 2022 , it’s expected to expand at a compound annual growth rate (CAGR) of 23.9% from 2023-2030.

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New Cisco and Microsoft Partnership is Redefining Hybrid Work and Learning in Universities

Cisco - Contact Center

The higher education sector has more to gain than most from a new global partnership between Cisco and Microsoft.

Education 105
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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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5 CX Trends For Your 2024 Healthcare Strategy

LiveVox

Uncover the top CX trends shaping healthcare strategy and elevating patient experience in 2024. The post 5 CX Trends For Your 2024 Healthcare Strategy appeared first on LiveVox.

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Healthy forests: Tribal forestry and science innovations for disaster reduction

Cisco - Contact Center

Cisco Foundation grant partner Vibrant Planet Data Commons harmonizes cutting-edge science, open-source data, and Tribal Forestry to reduce the risk and severity of wildfires while speeding the pace… Read more on Cisco Blogs

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A Guide to Call Abandonment Rate in Call Centers and Its Significance

Hodusoft

A Guide to Call Abandonment Rate in Call Centers and Its Significance Are you dealing with high call abandonment rates? Providing exceptional customer service is crucial in today’s call center environment, but what if your customers disconnect even before reaching an agent? In general, as per the industry standard, a call center abandonment rate is between 5% and 8%.

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AI-Driven Transformation: How CCaaS Benefits Are Reshaping the Customer Experience 

Concentrix

Find out how coupling CCaaS benefits with the power of generative AI can provide smarter self-service options and hyper-personalized CX.

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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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Cisco Co-Selling Acceleration Made Simple

Cisco - Contact Center

There is a major shift in the market that is hard to miss.

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Revolutionizing Call Center Efficiency: The Power of Visual IVR for Maximizing Agent Productivity

Zappix

Visual Interactive Voice Response (Visual IVR) not only elevates the customer experience but also serves as a game-changer in maximizing the productivity of call center agents. The post Revolutionizing Call Center Efficiency: The Power of Visual IVR for Maximizing Agent Productivity appeared first on Zappix.

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Top 10 Best Shipping Options for Small Businesses in 2024

CSM Magazine

The year 2024 marks a significant era for small businesses, especially in terms of logistics and shipping. With the expansion of global markets and the increasing need for efficient, cost-effective shipping solutions, small businesses are seeking options that can help them compete effectively in the global marketplace. This article highlights the top 10 shipping options that have become essential for small businesses in 2024, offering a range of services from local deliveries to international sh

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Unleashing the Value of Your In-House Experts: A Strategic Approach to Talent Development — Lisa Guzman

Vistio

Your customer support representatives are the front lines, engaging with customers day in and day out. Leveraging this firsthand can be a game-changer for your organization.

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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!

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Sharing the Cisco Networking Academy Vision

Cisco - Contact Center

December 3 marks the United Nations’ International Day of Persons with Disabilities (IDPwD). Treating all people equitably is about more than justice.

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AI + IA = Great CX

DMG Consulting

AI + IA = Great CX By Donna Fluss View this article on the publisher’s website. When it comes to contact center systems and applications, no topic is generating more buzz and excitement than artificial intelligence. Never mind the technology’s tremendous future potential, AI is enabling advancements now, and a great example is interaction analytics (IA), also known as speech and text analytics.

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Introducing Amazon SageMaker HyperPod to train foundation models at scale

AWS Machine Learning

Building foundation models (FMs) requires building, maintaining, and optimizing large clusters to train models with tens to hundreds of billions of parameters on vast amounts of data. Creating a resilient environment that can handle failures and environmental changes without losing days or weeks of model training progress is an operational challenge that requires you to implement cluster scaling, proactive health monitoring, job checkpointing, and capabilities to automatically resume training sh

Scripts 107
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Dodge the Pitfalls: How to Improve your Account Risk Management Playbook!

SmartKarrot

In a recent Kaffeine & Karrots conversation, I had the pleasure of sitting down with Pragya Mishra, Head of Customer Success and Operations at Courseplay, to delve into the intricacies of account risk management. Pragya’s wealth of experience in customer-facing roles and her current leadership in the realm of customer success provided invaluable insights into the strategies and nuances of building a robust account risk management playbook.

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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

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Evaluate large language models for quality and responsibility

AWS Machine Learning

The risks associated with generative AI have been well-publicized. Toxicity, bias, escaped PII, and hallucinations negatively impact an organization’s reputation and damage customer trust. Research shows that not only do risks for bias and toxicity transfer from pre-trained foundation models (FM) to task-specific generative AI services, but that tuning an FM for specific tasks, on incremental datasets, introduces new and possibly greater risks.

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Burry Sealants Expands with Mobile Workforce App Roll-out 

CSM Magazine

Construction sealant application company Burry Sealants has seen a 20 percent expansion of its mobile workforce following the deployment of a cloud-based job management system from BigChange. Burry has also opened a new regional office and completed nearly 13,000 jobs in the last twelve months. With real-time connected mobile app and back-office system, BigChange helped Burry improve both office and field efficiency, reduce paperwork, and improve customer service with better reporting and faster

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New – Code Editor, based on Code-OSS VS Code Open Source now available in Amazon SageMaker Studio

AWS Machine Learning

Today, we are excited to announce support for Code Editor, a new integrated development environment (IDE) option in Amazon SageMaker Studio. Code Editor is based on Code-OSS , Visual Studio Code Open Source, and provides access to the familiar environment and tools of the popular IDE that machine learning (ML) developers know and love, fully integrated with the broader SageMaker Studio feature set.

Scripts 97
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The Brands We Love by the Numbers

Concentrix

There’s no denying that the brands we love win the most wallet share. In this infographic, we break down insights on the most loved brands.

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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.

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Easily build semantic image search using Amazon Titan

AWS Machine Learning

Digital publishers are continuously looking for ways to streamline and automate their media workflows to generate and publish new content as rapidly as they can, but without foregoing quality. Adding images to capture the essence of text can improve the reading experience. Machine learning techniques can help you discover such images. “ A striking image is one of the most effective ways to capture audiences’ attention and create engagement with your story—but it also has to make sense.

Scripts 89
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Package and deploy classical ML and LLMs easily with Amazon SageMaker, part 2: Interactive User Experiences in SageMaker Studio

AWS Machine Learning

Amazon SageMaker is a fully managed service that enables developers and data scientists to quickly and easily build, train, and deploy machine learning (ML) models at scale. SageMaker makes it easy to deploy models into production directly through API calls to the service. Models are packaged into containers for robust and scalable deployments. SageMaker provides a variety of options to deploy models.

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Reduce model deployment costs by 50% on average using the latest features of Amazon SageMaker

AWS Machine Learning

As organizations deploy models to production, they are constantly looking for ways to optimize the performance of their foundation models (FMs) running on the latest accelerators, such as AWS Inferentia and GPUs, so they can reduce their costs and decrease response latency to provide the best experience to end-users. However, some FMs don’t fully utilize the accelerators available with the instances they’re deployed on, leading to an inefficient use of hardware resources.

APIs 83