Mon.Feb 19, 2024

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Is LLM-Powered CX Automation Ready for Prime Time?

TechSee

Customer experience automation is rapidly evolving, reshaping how companies engage with customers and clients. LLM-powered virtual assistants, chatbots, and virtual agents promise to become the new faces of customer experience automation. Are LLMs the right way approach to CX automation? What other infrastructure and investments are required? We will have to dive a bit deeper to understand if LLMs are truly capable of CX automation in your business.

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Cisco Secure Access Accelerates SSE Innovation with AI, User Experience Monitoring, and Identity Intelligence

Cisco - Contact Center

In a blog post last December, I said that the business and IT leaders with whom I meet always ask: How can I secure my highly distributed workforce, who gets more varied and decentralized all the… Read more on Cisco Blogs

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What Do Medical Answering Services Cost? The 2024 Comprehensive Guide

Ambs Call Center

Today’s medical practices are swamped with more calls than ever. Practice managers handle these callers, along with patients and doctors, while trying to ensure patients maintain their satisfaction and safety. This can get overwhelming.

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Donna Fluss talks about Digital Channels

DMG Consulting

Donna Fluss talks about Digital Channels Contact Centers need to meet their customers on the channel of their choice. The post Donna Fluss talks about Digital Channels appeared first on DMG Consulting.

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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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Cloud Communication Services: The Ultimate in Customization and Control

FluentStream

Aside from the prospect of growth and prosperity, many entrepreneurs start a business because they believe they can offer a product or service that is better, faster, or less expensive. To realize their vision, they assume a position that provides. Read More The post Cloud Communication Services: The Ultimate in Customization and Control appeared first on FluentStream.

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Time to Leverage the USDA’s Distance Learning and Telemedicine Program

Cisco - Contact Center

Have you heard about the USDA’s Distance Learning and Telemedicine (DLT) program? In 2023 the U.S.

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What Do Medical Answering Services Cost? The 2024 Comprehensive Guide

Ambs Call Center

Today’s medical practices are swamped with more calls than ever. Practice managers handle these callers, along with patients and doctors, while trying to ensure patients maintain their satisfaction and safety. This can get overwhelming.

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Unlocking Leadership and Empathy in Customer Experience | AmplifAI

Amplifai Coaching Category

In this exclusive interview, Adrian, VP of Sales at AmplifAI, shares his journey, highlighting the pivotal moments and challenges that have shaped his leadership style. Discover how his commitment to continuous learning and empathy serve as powerful tools for driving change in the customer experience (CX) industry.

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Cloud Communication Services: The Ultimate in Customization and Control

FluentStream

Aside from the prospect of growth and prosperity, many entrepreneurs start a business because they believe they can offer a product or service that is better, faster, or less expensive. To realize their vision, they assume a position that provides. Read More The post Cloud Communication Services: The Ultimate in Customization and Control appeared first on FluentStream.

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The Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Enhancing the Fan Experience through Sports Betting Customer Service

CSM Magazine

The popularity of sports betting has risen dramatically over the last five years in the USA. Ever since the Professional and Amateur Sports Protection Act of 1992 was judicially overturned in 2018, every US state were handed the right to develop their own laws on sports betting and gambling. In that time, thirty-eight states and Washington, D.C. have legal sports betting operations.

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Cultivating Employee Satisfaction and Engagement

DMG Consulting

Cultivating Employee Satisfaction and Engagement View this article on the publisher’s website Employee satisfaction/engagement has decreased tremendously in the past few years. Many recent employee job satisfaction studies reflect a growing level of unhappiness among the U.S. workforce. In general, the research shows that the “number of US workers who say they are angry, stressed, and disengaged is climbing, according to Gallup’s 2023 workplace report,” according to a report late last year

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Use Amazon Titan models for image generation, editing, and searching

AWS Machine Learning

Amazon Bedrock provides a broad range of high-performing foundation models from Amazon and other leading AI companies, including Anthropic , AI21 , Meta , Cohere , and Stability AI , and covers a wide range of use cases, including text and image generation, searching, chat, reasoning and acting agents, and more. The new Amazon Titan Image Generator model allows content creators to quickly generate high-quality, realistic images using simple English text prompts.

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The Economic Impact of Call Center Outsourcing

CSM Magazine

The landscape of global business has been irrevocably altered by the emergence of call center outsourcing, a phenomenon that has reshaped the way companies interact with their customers. Initially driven by the pursuit of cost reductions, this trend has evolved far beyond mere financial considerations. Businesses now recognize the value of accessing a global talent pool, tapping into specialized skills, and providing around-the-clock service to a global customer base.

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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 contextual chatbot application using Knowledge Bases for Amazon Bedrock

AWS Machine Learning

Modern chatbots can serve as digital agents, providing a new avenue for delivering 24/7 customer service and support across many industries. Their popularity stems from the ability to respond to customer inquiries in real time and handle multiple queries simultaneously in different languages. Chatbots also offer valuable data-driven insights into customer behavior while scaling effortlessly as the user base grows; therefore, they present a cost-effective solution for engaging customers.

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What Is a 360 Degree Customer View?

CSM Magazine

With competition fiercer than ever before, the ability to fully understand and cater to customer needs isn’t just ideal, it’s imperative. Enter the concept of a 360 Degree Customer View — a strategy that enables businesses to compile a comprehensive profile of their customers by gathering data from various touchpoints. Understanding the holistic journey of your customer has never been more critical.

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Run ML inference on unplanned and spiky traffic using Amazon SageMaker multi-model endpoints

AWS Machine Learning

Amazon SageMaker multi-model endpoints (MMEs) are a fully managed capability of SageMaker inference that allows you to deploy thousands of models on a single endpoint. Previously, MMEs pre-determinedly allocated CPU computing power to models statically regardless the model traffic load, using Multi Model Server (MMS) as its model server. In this post, we discuss a solution in which an MME can dynamically adjust the compute power assigned to each model based on the model’s traffic pattern.

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