Wed.Jun 12, 2024

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Speech Analytics 101: Understanding the Basics


Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. Speech analytics emerges as an effective solution to automate this analysis process.

Analytics 195
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Build a custom UI for Amazon Q Business

AWS Machine Learning

Amazon Q is a new generative artificial intelligence (AI)-powered assistant designed for work that can be tailored to your business. Amazon Q can help you get fast, relevant answers to pressing questions, solve problems, generate content, and take actions using the data and expertise found in your company’s information repositories and enterprise systems.

APIs 113

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AI & Omnichannel for Contact Center Success

Upstream Works

Check out our blog for two compelling examples of how AI is revolutionizing omnichannel capabilities in enterprise contact centers. The post AI & Omnichannel for Contact Center Success appeared first on Upstream Works.

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Scalable intelligent document processing using Amazon Bedrock

AWS Machine Learning

In today’s data-driven business landscape, the ability to efficiently extract and process information from a wide range of documents is crucial for informed decision-making and maintaining a competitive edge. However, traditional document processing workflows often involve complex and time-consuming manual tasks, hindering productivity and scalability.

APIs 108
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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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Cisco Tees off at 2024 Championship Season

Cisco - Contact Center

Whether enabling the season’s biggest tournaments with top-tier technology or supporting the sport’s biggest stars like Nelly Korda, 2024 has seen Cisco continue to tee up opportunity across golf.

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Navigating the Summer Beat: Insights from Cisco Live and our Partners

Cisco - Contact Center

For Cisco, the first few weeks of summer often bring exciting new announcements delivered at Cisco Live. This year has been no different with the multiple investments made to integrate AI into our solutions, partnerships with Microsoft and Google, and simplification across the architectures.

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How to Improve the Omnichannel Customer Experience


See how CX leaders can improve the omnichannel customer experience by tapping into customer insights and sharing them with the right stakeholders.

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Awkward Situations in the Call Center

SQM Group

Welcome to the world of call centers, where the customer is always right, except when they're wrong, confused, or speaking in riddles.

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What Is Back Office Support? Examples & Benefits


“What is back office support?” you may ask. Just as performers rely on a dedicated crew behind the scenes to ensure a great show, companies depend on their back office teams to drive success. That said, small and midsize enterprises (SMEs) are discovering that outsourcing a crew of these unsung heroes can bring multiple perks to their organizations.

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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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Call Center Security Checklist: Safeguarding Your Operations


Call centers are the frontline of customer service and support, handling vast amounts of sensitive information daily. This makes them prime targets for various security threats, including data breaches, phishing attacks, and unauthorized access. Cybercriminals often aim to exploit vulnerabilities in call centers to gain access to valuable customer data, which can lead to severe financial and reputational damage.

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Five essential truths for customer success leaders in mid-2024


Will your customer success team see further cuts this year? How can CS leaders prove the viability of CS as a business function? And just how much more efficient are AI-equipped CSMs expected to be? Take a mid-2024 dive into these hot CS topics with ChurnZero CEO You Mon Tsang , who recently joined ESG’s Michael Harnum , and Melissa Langworthy for an in-depth discussion on how to retain and grow customers this year and beyond.

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Join Cisco at the SEAT Conference: A Hub for Sports Industry Innovation and Insights

Cisco - Contact Center

The SEAT Conference is fast approaching, and it promises to be an invaluable event for professionals in sports, media, and entertainment. We are excited to announce that Cisco will be in attendance, bringing our expertise and innovations to the forefront.

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How to Boost E-Commerce Sales with Contact Center Software


How to Boost E-Commerce Sales with Contact Center Software “What does the sales of an e-commerce company have to do with contact center software ?” If this question comes to your mind, then we would like to start the blog post with a famous real-life incident covered in a recent podcast. The guest, who is a highly skilled and experienced marketer and mentor of several successful content creators, asked the host, “There are hundreds of shoe companies in the world, why is Zappos one of the b

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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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The Impact of Omnichannel Contact Center Solutions on Customer Engagement


While providing good customer service is essential, true customer engagement goes much deeper. It’s about cultivating an ongoing relationship that transcends business transactions and fosters genuine loyalty. This loyalty, in turn, is the lifeblood of a thriving contact center. But how exactly can contact centers create this kind of relationship with their consumers?

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Improving Average Answer Speed (ASA) for Call Center Success


Optimizing agent performance and customer satisfaction is a must for your call center, and tracking performance metrics can help you do this. Average Speed of Answer is one measurement that highlights the areas that need improving in your customer journey, making it a valuable tool for both managers and agents. What Is Average Speed of Answer? Average Speed of Answer (ASA) is the average time it takes your contact center agents to answer incoming calls.

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Your Guide to Handling an Accident: What to Do Next

CSM Magazine

Accidents can be overwhelming and disorienting, but knowing the right steps to take immediately can make all the difference. This guide is going to walk you through essential actions to protect your safety, secure help, and gather necessary information. Stay calm and prepared to handle any unforeseen incident with confidence and clarity. Get Medical Attention Seeking medical attention after an accident is crucial, even if you feel fine initially.

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Cisco ISE 3.4 begins June with a bang

Cisco - Contact Center

Learn more about Cisco ISE 3.4 announcement and Common Policy.

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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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OUR PASSION STATEMENT: First, we will be best for our customers. Then, we will be first among our competitors.  

Bill Quiseng

Mission statements don’t enthuse people to engage and WOW customers. Passion statements do. In the spirit of paying it forward, I offer you this OUR PASSION STATEMENT First, we will be best for our customers. Then we will be first among our competitors. Let’s not serve to satisfy our customers. Satisfied customers feel that their experience is good, not better, just average.

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Use weather data to improve forecasts with Amazon SageMaker Canvas

AWS Machine Learning

Photo by Zbynek Burival on Unsplash Time series forecasting is a specific machine learning (ML) discipline that enables organizations to make informed planning decisions. The main idea is to supply historic data to an ML algorithm that can identify patterns from the past and then use those patterns to estimate likely values about unseen periods in the future.

APIs 101
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An Interview with CCHI Language Access Advocate Jorge Ungo, the One Who “Brings the People Together”

Certified Languages International

This year, Certification Commission for Healthcare Interpreters (CCHI) celebrates a special anniversary — their quinceañera. For 15 years, they’ve been certifying medical interpreters. To mark this milestone, we spoke with Jorge Ungo, CCHI’s language access advocate (and all-around swell individual). Our conversation covered CCHI’s evolution, including the introduction of the ETOE exam, their second annual summit, and their efforts to unite the language access community.

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From Complexity to Clarity: Navigating Customer Support with TeamSupport


Businesses often find themselves entangled in the web of complex customer interactions and inquiries. As companies scale, the intricacies of providing consistent, high-quality customer support can escalate swiftly. That's where TeamSupport steps in, turning complications into simplified processes. With a laser focus on efficiency and clarity, TeamSupport streamlines the customer service experience.

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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.