Thu.Sep 26, 2024

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The ROI of Agentic AI: Practical Strategy and KPIs

TechSee

In today’s competitive business landscape, enterprises constantly seek new ways to boost efficiency, improve customer satisfaction, and reduce operational costs. Enter Agentic AI , a game-changing technology that not only automates repetitive tasks but also has the cognitive intelligence to handle complex, context-driven interactions independently.

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How to Join the Personalisation Revolution to Move from Ordinary to Extraordinary

Beyond Philosophy

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Personalization is an exciting and developing area for Customer Experiences. On the podcast, we hosted Graham Hill, Ph.D., to talk about it, and I wanted to share Hill’s insight here, too.

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Navigating Change: The Power of Digital Resilience to Transform Networks

Cisco - Contact Center

Pioneering Cisco customers understand that digital resilience helps keep their networks and businesses humming; their customer, employee, and partner experiences consistently great; and their admins… Read more on Cisco Blogs

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Clearing and Processing Alerts to Drive ACPR Regulatory Compliance

Concentrix

Learn how tailored solutions and an experienced team allowed an insurance client to process alerts while ensuring ACPR regulatory and KYC compliance.

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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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Innovating Education: Cisco Philippines and Mapúa University Unveil AI-Led Digital Classrooms

Cisco - Contact Center

The Cisco Philippines and Mapúa University partnership to to launch the country's first-ever digital classrooms isn't just a step forward—it's a giant leap into the future of education

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Meet Sales Dialer, a New Way to Ace Sales Outreach

JustCall

At JustCall, we love building powerful, easy-to-use communication tools that help your business grow. Today, we’re thrilled to announce an evolution in our product lineup to help your sales teams actually connect with leads and book more meetings. Reimagining sales outreach for the AI era and beyond But first, what needs to change and why are we even switching things up?

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Call Center Quality Assurance: 8 Common Challenges and How to Overcome Them

Balto

In the fast-paced world of customer service and sales, call quality assurance plays a pivotal role in shaping the experiences that can make or break a company’s reputation. As businesses grapple with evolving customer expectations and technological advancements, the challenges in maintaining high-quality call conversations have never been more complex – or more critical.

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How to Enhance Customer Service with Video Chats

CSM Magazine

Traditional methods like phone calls and emails still play a role in today’s business communication, but they can lack the personal touch customers often desire. Video chat services have emerged as a powerful tool for enhancing customer service, allowing businesses to interact with customers face-to-face in real-time. These services can lead to higher customer satisfaction and loyalty, providing a more dynamic, personal experience.

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Overcoming the Skills Gap: Upskilling and Reskilling in the BPO Industry

Advantage Communications

upskilling and reskilling in the BPO industry, skill development, technological advancements and customer expectations, workforce and employee training

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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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Incheon International Airport Celebrates Top Customer Experience Accreditation for Third Year Running

CSM Magazine

Incheon International Airport, Seoul, has achieved a remarkable feat by being the first and only airport globally to secure the highest level of passenger experience accreditation for three consecutive years. The prestigious accreditation was awarded during the Airports Council International (ACI) Customer Experience Global Summit held in Atlanta, Georgia, where the airport operator made the announcement.

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Choosing the Right Enterprise Cybersecurity Solution: Platform or Best-of-Breed?

Concentrix

Keep your business cyber-safe by learning about the challenges and advantages of platform vs. best-of-breed cybersecurity solutions.

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Comparing Payroll Software for Mac vs. Windows

CSM Magazine

Businesses have various software options when it comes to managing payroll efficiently. One critical factor that affects the decision-making process is the operating system. With the prevalence of both Mac and Windows users in today’s workplace, it’s essential to understand how payroll software performs on these platforms. This post explores the pros and cons of using payroll software for Mac versus Windows, providing insights to help businesses make an informed choice.

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GenAI for Aerospace: Empowering the workforce with expert knowledge on Amazon Q and Amazon Bedrock

AWS Machine Learning

Aerospace companies face a generational workforce challenge today. With the strong post-COVID recovery, manufacturers are committing to record production rates, requiring the sharing of highly specialized domain knowledge across more workers. At the same time, maintaining the headcount and experience level of the workforce is increasingly challenging, as a generation of subject matter experts (SMEs) retires and increased fluidity characterizes the post-COVID labor market.

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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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The Role of Customer Service in Sports Betting: How Top Brands Build Loyalty

CSM Magazine

Customer support has become a critical component in the highly competitive sports betting industry. As the market grows, platforms are increasingly looking for ways to differentiate themselves, and top brands are using exceptional customer service as a key strategy to build loyalty. According to Smart Betting Guide , one of the most recognizable authorities when it comes to reviews of sportsbooks, the quality of the customer support could be very indicative of the overall future success of any b

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5 Must-Track AI KPIs for Your Contact Center’s Success

SmartAction

When you implement AI or automation into your contact center, it’s easy to get caught up in the excitement of new tech. But here’s the truth: if you’re not tracking the right AI KPIs, you’ll never really know if it’s working. Metrics are what give you the full picture, and without them, you can’t measure success or report ROI back to the business. Think of it like this—tracking the right AI KPIs is like checking the vital signs of your contact center.

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Maximizing Customer Satisfaction: Strategies for Handling Returns

CSM Magazine

In today’s competitive marketplace, customer satisfaction is the key to success for any business. Returns, a common yet often challenging aspect of retail, can greatly impact a customer’s overall experience. When handled adeptly, returns offer a valuable opportunity to reinforce customer trust and enhance brand reputation. Our guide explores effective strategies for managing returns, turning potential dissatisfaction into moments of delight, and ultimately maximizing customer satisfa

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Scalable training platform with Amazon SageMaker HyperPod for innovation: a video generation case study

AWS Machine Learning

Video generation has become the latest frontier in AI research, following the success of text-to-image models. Luma AI’s recently launched Dream Machine represents a significant advancement in this field. This text-to-video API generates high-quality, realistic videos quickly from text and images. Trained on the Amazon SageMaker HyperPod , Dream Machine excels in creating consistent characters, smooth motion, and dynamic camera movements.

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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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Energy and Broadband Customers Experience Rising Stress from Service Issues

CSM Magazine

A recent survey by Which? revealed that poor customer service from energy and broadband companies is costing customers millions of pounds and wasting hours of their time. Around 45% of respondents had contacted their broadband supplier and 42% had contacted their energy provider in the past year, with many facing issues related to long wait times for assistance and resolutions.

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Control data access to Amazon S3 from Amazon SageMaker Studio with Amazon S3 Access Grants

AWS Machine Learning

Amazon SageMaker Studio provides a single web-based visual interface where different personas like data scientists, machine learning (ML) engineers, and developers can build, train, debug, deploy, and monitor their ML models. These personas rely on access to data in Amazon Simple Storage Service (Amazon S3) for tasks such as extracting data for model training, logging model training metrics, and storing model artifacts after training.

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