CCNG
OCTOBER 26, 2024
Poorly managed contact center QA programs can lead to costly inefficiencies. This third article in our series reveals how robust quality assurance practices can support efficiency, engagement and profitability. The Efficiency Equation: Tackling Hidden Costs in Contact Centers Many contact centers today struggle with inefficiencies stemming from inconsistent processes and poorly defined performance standards.
ShepHyken
OCTOBER 28, 2024
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can companies effectively balance customer self-service with personal interactions in high-stakes situations? How does AI contribute to transforming contact center agents into brand ambassadors? Why is empathy important in customer service interactions, and how can AI complement this human trait?
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Upstream Works
OCTOBER 28, 2024
Explore three key questions that leaders must address for successful implementation of AI in contact centers. The post Are You Ready for Contact Center AI? 3 Key Questions for AI Success appeared first on Upstream Works.
Interactions
OCTOBER 29, 2024
Generative AI has swept the imaginations of both consumers and business leaders with remarkable speed. Nearly two years after the change that began with the public release of ChatGPT, businesses are still sorting out how to take advantage of Gen AI capabilities while limiting risk. Gen AI offers enormous potential for efficiency, knowledge sharing, and analytical insight in the contact center.
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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.
Cisco - Contact Center
OCTOBER 29, 2024
With generative AI poised to significantly boost global economic output, Cisco is helping to simplify the challenges of preparing your infrastructure for AI implementation. Learn how the UCS C885A M8 Server for AI model training, the Nexus 9364E-SG2 Switch for scalable AI connectivity, AI PODs for streamlined AI inference deployment, and Nexus Hyperfabric can accelerate AI initiatives and drive innovation.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CCNG
OCTOBER 30, 2024
The world of customer experience conferences has changed dramatically over the past few years. Since the pandemic, there’s been an undeniable shift in how we gather, share, and learn from one another. But despite the growing demand for connection and deeper learning, the industry is missing the mark. A growing number of CX professionals are starting to voice their concerns: the conference scene isn’t working like it used to, and something needs to change.
AWS Machine Learning
OCTOBER 31, 2024
AWS offers powerful generative AI services , including Amazon Bedrock , which allows organizations to create tailored use cases such as AI chat-based assistants that give answers based on knowledge contained in the customers’ documents, and much more. Many businesses want to integrate these cutting-edge AI capabilities with their existing collaboration tools, such as Google Chat, to enhance productivity and decision-making processes.
TechSee
OCTOBER 28, 2024
Voice AI is rapidly becoming a powerful tool for scaling up and automating customer service, sales, and overall customer experience (CX). While this technology shows incredible promise, it should be integrated into a wider strategic conversation. Voice AI works best when combined with Visual AI and text-based AI, like large language models (LLMs), and action-oriented Agentic AI , as part of a broader multimodal AI automation strategy.
ShepHyken
OCTOBER 27, 2024
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.
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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.
Cisco - Contact Center
OCTOBER 31, 2024
In today’s digital age, access to reliable broadband is no longer a luxury but a necessity for economic opportunity, educational advancement, and overall quality of life.
AWS Machine Learning
OCTOBER 29, 2024
Recently, we’ve been witnessing the rapid development and evolution of generative AI applications, with observability and evaluation emerging as critical aspects for developers, data scientists, and stakeholders. Observability refers to the ability to understand the internal state and behavior of a system by analyzing its outputs, logs, and metrics.
TechSee
OCTOBER 31, 2024
One of the most pressing challenges in today’s service and customer experience (CX) landscape is the Tribal Knowledge Gap—the loss of critical, undocumented knowledge held by experienced team members. This gap is growing due to factors like an aging workforce, increased reliance on contractors, and the mobility of modern labor. The impact on service efficiency, consistency, quality and scalability is profound, especially in industries that depend on field service expertise.
CSM Magazine
OCTOBER 29, 2024
Video games have become much more than just entertainment. With the growth of the gaming industry, they have evolved into complex forms of art, combining storytelling, music, design, and interactive experiences. Today, games also have the power to develop positive skills, educate, and inspire millions of players worldwide. From creating game environments to producing fan-made content, video games are transforming the boundaries of creativity in remarkable ways.
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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.
Cisco - Contact Center
OCTOBER 30, 2024
Celebrate the achievements of our partner ecosystem at Cisco Partner Summit 2024. Discover the outstanding performance of our global award winners and their impact on customers and communities.
AWS Machine Learning
OCTOBER 29, 2024
Professionals in a wide variety of industries have adopted digital video conferencing tools as part of their regular meetings with suppliers, colleagues, and customers. These meetings often involve exchanging information and discussing actions that one or more parties must take after the session. The traditional way to make sure information and actions aren’t forgotten is to take notes during the session; a manual and tedious process that can be error-prone, particularly in a high-activity or hi
Enghouse Interactive
OCTOBER 30, 2024
Discover the essential contact center software features for control rooms, including resilience, touchscreen interfaces, and advanced call management. Learn how Enghouse CXCR excels with its robust, flexible, and customizable system for high-pressure environments. With geo-redundancy, color-coded call indicators, and seamless integration, CXCR ensures reliable and efficient communication for critical operations.
SQM Group
OCTOBER 29, 2024
Positive affirmations and reminders can significantly impact an individual's mindset, enhancing performance and job satisfaction.
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!
Cisco - Contact Center
OCTOBER 31, 2024
In today’s digital age, access to reliable broadband is no longer a luxury but a necessity for economic opportunity, educational advancement, and overall quality of life.
AWS Machine Learning
OCTOBER 28, 2024
Real-world applications vary in inference requirements for their artificial intelligence and machine learning (AI/ML) solutions to optimize performance and reduce costs. Examples include financial systems processing transaction data streams, recommendation engines processing user activity data, and computer vision models processing video frames. In these scenarios, customized model monitoring for near real-time batch inference with Amazon SageMaker is essential, making sure the quality of predic
Ambs Call Center
OCTOBER 29, 2024
We’re thrilled to share that Ambs Call Center has won the CAM-X Award of Excellence for the 14th consecutive year!
Outsource Consultants
OCTOBER 28, 2024
If you’re exploring outsourcing options, call center services in Kenya should be on your radar. Located in East Africa, this country is gaining attention from global businesses for its growing infrastructure, competitive labor costs, and highly skilled workforce. Whether you’re looking for call centers in Nairobi or exploring options across the country, Kenya’s BPO landscape is becoming a strong contender for companies looking to elevate their customer service.
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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.
Cisco - Contact Center
NOVEMBER 1, 2024
If you’ve ever been to Cisco Live and seen the booth with a display for you to pick locks, then you know about the Cisco Advanced Security Initiatives Group (ASIG). We are chartered with security testing and ethical hacking for all Cisco products and services, whether in the cloud or on-premises.
AWS Machine Learning
NOVEMBER 1, 2024
Amazon Q Business is a generative AI-powered assistant designed to enhance enterprise operations. It’s a fully managed service that helps provide accurate answers to users’ questions while adhering to the security and access restrictions of the content. You can tailor Amazon Q Business to your specific business needs by connecting to your company’s information and enterprise systems using built-in connectors to a variety of enterprise data sources.
BlueOcean
OCTOBER 30, 2024
With global growth expected to remain flat and underwhelming in 2025, it’s clear that caution is in the air. Consumers are spending as hesitantly as businesses. That means customer expectations are high, and only companies that meet them will gain loyal buyers and thrive in the coming years. As your business grows and scales to meet the increasing weight of customer demands, decisions must be made – especially when it comes to your customer support operation.
CSM Magazine
OCTOBER 29, 2024
In the world of online casinos, it’s no longer just about offering the biggest bonuses or the most enticing games. Today, exceptional customer service has become a crucial factor in attracting and retaining players. Just as much as players seek thrilling gameplay and potential jackpots, they also desire an experience that feels supportive and seamless.
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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.
Cisco - Contact Center
OCTOBER 28, 2024
Explore AAA, an essential topic found on many Cisco Certification exams. Go from concept to configuration with Hank's step-by-step guide, complete with downloadable CML topologies to suit your learning needs.
AWS Machine Learning
OCTOBER 30, 2024
Global Resiliency is a new Amazon Lex capability that enables near real-time replication of your Amazon Lex V2 bots in a second AWS Region. When you activate this feature, all resources, versions, and aliases associated after activation will be synchronized across the chosen Regions. With Global Resiliency, the replicated bot resources and aliases in the second Region will have the same identifiers as those in the source Region.
Vistio
OCTOBER 28, 2024
Implementing AI software in your contact center can either be the best decision you make or a costly misstep that drains resources without delivering real value. If you’ve felt the pressure to adopt AI but are wary of the hype, you’re not alone. AI isn’t a magic bullet—it’s a tool, and its effectiveness depends on your ability to select, deploy, and use it strategically.
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