ShepHyken

NOVEMBER 26, 2024

I recently saw a picture of an old Steak ‘n Shake restaurant. It reminded me of when my grandparents used to take me to Steak ‘n Shake every Sunday for lunch. As a kid, I loved their slogan, which was a rhyme: “In Sight, It Must Be Right.” The slogan originated from the restaurant’s founder, Gus Belt, who would bring a barrel of steaks into the restaurant and grind them into burgers in front of the customers.

Enterprise 220

Enterprise Engineering Customer Service Customer Experience 220

AWS Machine Learning

NOVEMBER 26, 2024

In the field of generative AI , latency and cost pose significant challenges. The commonly used large language models (LLMs) often process text sequentially, predicting one token at a time in an autoregressive manner. This approach can introduce delays, resulting in less-than-ideal user experiences. Additionally, the growing demand for AI-powered applications has led to a high volume of calls to these LLMs, potentially exceeding budget constraints and creating financial pressures for organizatio

Healthcare 126

Healthcare Chatbots Automotive Engineering 126

C3Centricity

NOVEMBER 26, 2024

Many brands today claim to be consumer-first or consumer-led. However, their attempts often fall short of expectations, resulting in actions that lack the authenticity and depth consumers seek. Radical Consumer Centricity changes that. This approach involves embedding consumer insights into every part of a company, driving long-term success by anticipating and meeting consumer needs precisely.

Banking 84

Banking Feedback Customer retention Marketing 84

AWS Machine Learning

NOVEMBER 26, 2024

This post is co-written with Curtis Maher and Anjali Thatte from Datadog. This post walks you through Datadog’s new integration with AWS Neuron , which helps you monitor your AWS Trainium and AWS Inferentia instances by providing deep observability into resource utilization, model execution performance, latency, and real-time infrastructure health, enabling you to optimize machine learning (ML) workloads and achieve high-performance at scale.

Metrics 107

Metrics Engineering Sales Marketing 107

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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.

Contact Center

Cisco - Contact Center

NOVEMBER 26, 2024

Cisco's new SD-WAN Configuration Catalog simplifies industrial deployments - reducing setup time, errors, and enhancing security for Industrial IoT networks

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NobelBiz

NOVEMBER 26, 2024

Choosing a call center service provider is an important decision that affects customer satisfaction, ongoing efficiency, and brand reputation. Customer interactions can be improved, workflows can be streamlined, and cutting-edge technology solutions can be provided by the right provider, elevating your business. Inefficiencies, higher costs, and customer dissatisfaction can be led to by a mismatched provider—this can happen.

Call Center 52

Call Center Multi-channel support voip Technical Support 52

AWS Machine Learning

NOVEMBER 26, 2024

This post is co-written with Adarsh Kyadige and Salma Taoufiq from Sophos. As a leader in cutting-edge cybersecurity, Sophos is dedicated to safeguarding over 500,000 organizations and millions of customers across more than 150 countries. By harnessing the power of threat intelligence, machine learning (ML), and artificial intelligence (AI), Sophos delivers a comprehensive range of advanced products and services.

APIs 96

APIs Metrics SaaS Engineering 96

CSM Magazine

NOVEMBER 26, 2024

Meesho, the rapidly growing social eCommerce platform has introduced an AI-powered voicebot to enhance user experience and provide round-the-clock customer support. Key highlights from the launch include: 24/7 Availability: The voicebot allows customers to receive support at any time, addressing queries and issues without delays. Cost Reduction: Meesho reports that the implementation of agentic AI has led to a 90% reduction in customer support chat costs, demonstrating significant operational ef

Customer Support 52

Customer Support Technology Customer Service Management 52

AWS Machine Learning

NOVEMBER 26, 2024

Large language models (LLMs) have come a long way from being able to read only text to now being able to read and understand graphs, diagrams, tables, and images. In this post, we discuss how to use LLMs from Amazon Bedrock to not only extract text, but also understand information available in images. Amazon Bedrock is a fully managed service that offers a choice of high-performing foundation models (FMs) from leading AI companies like AI21 Labs, Anthropic, Cohere, Meta, Mistral AI, Stability AI

Real estate 101

Real estate Engineering APIs Government 101

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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.

Analytics

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices. As expectations rise, companies are increasingly turning to advanced platforms like MarketOwl to harness AI for customer engagement and deliver seamless, personalized interactions across various channels.

Finance 52

Finance Chatbots Banking Analytics 52

AWS Machine Learning

NOVEMBER 26, 2024

This post is co-written with Isaac Smothers and James Healy-Mirkovich from Crexi. With the current demand for AI and machine learning (AI/ML) solutions, the processes to train and deploy models and scale inference are crucial to business success. Even though AI/ML and especially generative AI progress is rapid, machine learning operations (MLOps) tooling is continuously evolving to keep pace.

Real estate 116

Real estate Engineering Self service SaaS 116

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Hiring the right talent for your company’s customer success team determines its success. A clear, detailed, and well-written customer success job description is essential to attract the right candidate while providing important information about th

SaaS 52

SaaS Upselling Enterprise industry standards 52

AWS Machine Learning

NOVEMBER 26, 2024

Stock technical analysis questions can be as unique as the individual stock analyst themselves. Queries often have multiple technical indicators like Simple Moving Average (SMA), Exponential Moving Average (EMA), Relative Strength Index (RSI), and others. Answering these varied questions would mean writing complex business logic to unpack the query into parts and fetching the necessary data.

APIs 101

APIs Finance Accountability Engineering 101

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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.

Contact Center

CSM Magazine

NOVEMBER 26, 2024

The mortgage industry has come a long way from piles of paperwork and lengthy approval processes. Thanks to advances in technology, getting a mortgage has never been more streamlined or customer-friendly. Today’s digital tools are transforming how mortgage lenders interact with clients, making the experience faster, more transparent, and less stressful.

Technology 52

Technology Customer Service Real estate Chatbots 52

AWS Machine Learning

NOVEMBER 26, 2024

With the rise of large language models (LLMs) like Meta Llama 3.1, there is an increasing need for scalable, reliable, and cost-effective solutions to deploy and serve these models. AWS Trainium and AWS Inferentia based instances, combined with Amazon Elastic Kubernetes Service (Amazon EKS), provide a performant and low cost framework to run LLMs efficiently in a containerized environment.

Accountability 100

Accountability Engineering Analytics Technology 100

Cisco - Contact Center

NOVEMBER 26, 2024

Cisco has integrated the Isovalent platform into our infrastructure to ensure our cloud workloads are protected without compromising on performance.

Best practices 59

Best practices Enterprise 59

AWS Machine Learning

NOVEMBER 26, 2024

This post is co-written with Ken Kao and Hasan Ali Demirci from Rad AI. Rad AI has reshaped radiology reporting, developing solutions that streamline the most tedious and repetitive tasks, and saving radiologists’ time. Since 2018, using state-of-the-art proprietary and open source large language models (LLMs), our flagship product— Rad AI Impressions — has significantly reduced the time radiologists spend dictating reports, by generating Impression sections.

Healthcare 110

Healthcare Engineering APIs Telecommunications 110

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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.

Customer Experience

Dialer 360

NOVEMBER 26, 2024

Have you ever think how companies make sure they don’t phone customers who are not interested? For this purpose, companies choose DNC scrubbing which is the method to give protection by eliminating phone numbers that are on federal do not call registers. It is necessary to comply with Federal laws and state regulations when you trying to maintain marketing compliance.

B2B 49

B2B Sales Telemarketing CRM 49

CSM Magazine

NOVEMBER 26, 2024

Technology – if harnessed effectively – can help companies improve customer experience by providing proactive support during today’s tough economic climate. Richard Farrell, CIO at Netcall , explains. Amid the ongoing cost of living crisis, people are struggling to afford the essentials. And when they reach out for help, often utility providers – including water, electricity, and gas, are failing to respond in a way that is frictionless and satisfactory due to a lack of digital capability, along

Customer centricity 52

Customer centricity Technology Interactive Voice Response Self service 52

Cisco - Contact Center

NOVEMBER 26, 2024

See how resilience and purpose led Hector C. from military service to a fulfilling career at Cisco, where he is empowering communities and driving innovation.

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CSM Magazine

NOVEMBER 26, 2024

Cirrus, the UK’s premier provider of contact centre solutions, has announced an exciting new partnership with NICE. The addition of NICE’s AI-powered platform to Cirrus’s portfolio marks a transformative moment for small-to-medium-sized enterprises (SMEs) in the UK, elevating customer engagement, streamlining operations, and driving business growth through cutting-edge technology, By adding NICE CXone Mpower into its comprehensive portfolio, Cirrus is enhancing its ability to deliver bespoke, AI

Marketing 52

Marketing Customer centricity Self service CRM 52

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!

Customer Experience

Concentrix

NOVEMBER 26, 2024

See how a financial services provider optimized customer engagement and boosted efficiency with AWS and iX Hello for seamless, round-the-clock operations.

Customer Service 48

Customer Service Banking 48

CSM Magazine

NOVEMBER 26, 2024

Marketplaces have transformed the shopping and selling landscape for consumers worldwide. The platform in question is recognized for its focus on fashion and lifestyle items. It includes a functionality known as Poshmark Offers. This particular tool has the potential to greatly augment sales figures if employed strategically. This article delves into ways in which sellers can make optimal use of this feature to elevate their business endeavors.

Sales 52

Sales Feedback Metrics Accountability 52

Totango

NOVEMBER 26, 2024

Key takeaways : It’s time to take action. Big or small, it’s time to put AI-enabled actions into workflows and empower individuals to learn with these new tools. Measure outcomes from AI-driven enhancements. To gain traction, leaders must translate how improvements or efficiencies gained from implementing AI solutions result in either more revenue in the door or less costs out the door.

Enterprise 62

Enterprise Marketing Feedback Engineering 62

AWS Machine Learning

NOVEMBER 26, 2024

This post serves as a step-by-step guide on how to set up lifecycle configurations for your Amazon SageMaker Studio domains. With lifecycle configurations, system administrators can apply automated controls to their SageMaker Studio domains and their users. We cover core concepts of SageMaker Studio and provide code examples of how to apply lifecycle configuration to your SageMaker Studio domain to automate behaviors such as preinstallation of libraries and automated shutdown of idle kernels.

Construction 86

Construction Scripts Engineering Government 86

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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.

Customer Experience

Cisco - Contact Center

NOVEMBER 26, 2024

Each year, it is our honor to celebrate our shared achievements with our ecosystem of Cisco Learning Partners. Our Learning Partners are at the forefront of upskilling individuals and teams, closing the IT skills gap, and driving business outcomes through top-tier training programs.

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AWS Machine Learning

NOVEMBER 26, 2024

The use of large language models (LLMs) and generative AI has exploded over the last year. With the release of powerful publicly available foundation models, tools for training, fine tuning and hosting your own LLM have also become democratized. Using vLLM on AWS Trainium and Inferentia makes it possible to host LLMs for high performance inference and scalability.

Scripts 99

Scripts Engineering Government Accountability 99

Joe Rawlinson

NOVEMBER 26, 2024

Employee recognition is an essential component of fostering a productive and motivated workforce. As highlighted by Forbes , recognition is pivotal to employee engagement, with its significance expected to grow in 2025. By celebrating achievements, recognising efforts, and rewarding contributions, businesses can enhance employee morale, boost retention rates, and improve overall performance.

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Morale Employee engagement industry standards Analytics 78