OrecX

MARCH 14, 2022

It's like the chicken and the egg - which came first: the call recorder or the recording engine? A recording engine is quite different, although you may not initially think so. Yes, a call recorder has a recording engine within it, but we aren't looking at it that way right now. Real time, automated QA - recording engine.

Engineering 127

Engineering Analytics Sales Management 127

AWS Machine Learning

JUNE 21, 2022

Amazon Web Services and Udacity are partnering to offer free services to educate developers of all skill levels on machine learning (ML) concepts with the AWS Machine Learning Engineer Scholarship program. Phase 2: Full scholarship to the AWS Machine Learning Engineer Udacity Nanodegree ($2,000 USD value). December 6, 2022.

Engineering 115

Engineering Education Feedback Personalization 115

Cisco - Contact Center

APRIL 19, 2023

Building a strong cybersecurity system is like crafting a high-performance sports car. Just as a car designed for speed requires a specific configuration to achieve its goal, a top-tier security… Read more on Cisco Blogs

Engineering 96

Engineering 96

AWS Machine Learning

MAY 5, 2023

To address the problems associated with complex searches, this post describes in detail how you can achieve a search engine that is capable of searching for complex images by integrating Amazon Kendra and Amazon Rekognition. Users may have to manually filter out unsuitable image results when dealing with complex searches.

Engineering 111

Engineering APIs Metrics Scripts 111

Concentrix

NOVEMBER 22, 2021

The post Concentrix Announces Acquisition of PK, a Leading Global CX Design Engineering Company appeared first on Concentrix. This acquisition marks an evolutionary milestone for Concentrix, supporting the growth strategy of investing in digital transformation to deliver exceptional customer experiences.

Engineering 133

Engineering Customer Experience 133

CSM Magazine

MARCH 4, 2022

Intelligent self-service (ISS) experts, 4 Roads , has partnered with the Institution of Engineering and Technology (IET) to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint Community. ” About 4 Roads.

Engineering 98

Engineering Technology Self service Chatbots 98

aircall

JANUARY 14, 2022

Welcome to our series about the Aircall engineering journey. I went sailing with the rest of the engineering team. I was promoted from Tech Lead to Engineering Manager. We hope this series has given you a strong sense of what it’s like to work at Aircall’s engineering team. Team-building activities.

Engineering 62

Engineering Personalization Management 62

aircall

DECEMBER 27, 2021

Welcome to our series about the Aircall engineering journey. We’re hiring engineers in France, Spain, and the UK. ” So if you want to know what your life as an engineer at Aircall will look like from your very first day to the end of your first year, we created this series for you. See our current openings. .

Engineering 62

Engineering Technology Management 62

CSM Magazine

OCTOBER 14, 2022

A decision engine can help businesses meet these customer expectations by providing a way to automate decision-making. Decision engines use data and analytics to identify the best course of action in a situation. How Does a Decision Engine Work? A decision engine is a piece of software that makes decisions based on data.

Customer Service 52

Customer Service Service level Engineering Wait times 52

aircall

JANUARY 7, 2022

Welcome to our series about the Aircall engineering journey. From the perspective of the engineering team, you will need to know the Aircall architecture, components, and tools, so you’ll have to explore our onboarding guidelines and get to know how your team works. See our current openings. . Interactive courses. The ceremonies.

Engineering 62

Engineering Management 62

AWS Machine Learning

NOVEMBER 17, 2022

As data is growing at an exponential rate, organizations are looking to set up an integrated, cost-effective, and performant data platform in order to preprocess data, perform feature engineering, and build, train, and operationalize ML models at scale. A key component of the model building and development process is feature engineering.

Engineering 73

Engineering Accountability Big data Analytics 73

Nuance

FEBRUARY 10, 2022

The post How our engineers are creating an automation Center of Excellence appeared first on What’s next. If you’re not a Nuance customer, you may never have heard about our India-based Service Reliability Center (SRC)—but it’s the driving force behind exceptional customer experiences at organizations all over the globe. This is a summary.

Engineering 87

Engineering Customer Experience 87

aircall

JANUARY 3, 2022

Welcome to our series about the Aircall engineering journey. For the engineering team, we take this system a step further and set you up with a buddy on your squad who will help you set up your workspace, install tools and licenses, and more. See our current openings. . In this post, I’ll prep you for your first day in Aircall.

Engineering 62

Engineering Management Personalization 62

Eptica

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Published on: September 24, 2021. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre.

Engineering 124

Engineering Best practices Customer Service Management 124

Talkdesk

SEPTEMBER 10, 2020

The post Is social engineering damaging your contact center? By their nature, contact centers aim at keeping the customer engaged and satisfied at all times, which sometimes can cause dangerous breaches along the way. appeared first on Talkdesk.

Contact Center 109

Contact Center Engineering At home agents Call Center 109

Guru

MARCH 9, 2021

All engineering teams rely on some kind of documentation tool to communicate important product information with their colleagues. For small teams just getting started, this could be as simple as a Google Doc, and for larger teams with complex products, this could be a hierarchical wiki.

Engineering 62

Engineering Marketing 62

AWS Machine Learning

JULY 7, 2022

In a typical ML lifecycle, data engineers and scientists spend the majority of their time on the data preparation and feature engineering steps before even getting started with the process of model building and training. We have completed our data preparation, cleaning, and feature engineering. This step is optional.

Healthcare 90

Healthcare Engineering Management Finance 90

Contact Center Pipeline

MARCH 8, 2018

Imagine there is an angry customer calling your contact center. They threaten to cancel their service. They provide their name and mailing address, but cannot remember their account number or security password. However, they are shouting and threatening to complain on social media regarding supposedly unfair charges to their account.

Contact Center 268

Contact Center Engineering Accountability Call Center 268

OctopusTech

MAY 22, 2021

All about Bim Consulting — Building Services Engineers. The post All about Bim Consulting — Building Services Engineers appeared first on Octopus Tech. BIM for that reason covers more than just geometry. There have been efforts at developing details models for older, pre-existing centers.

Consulting 62

Consulting Consulting Engineering Construction 62

CSM Magazine

SEPTEMBER 1, 2020

engineering sector is estimated to generate in the region of $236.9 Although customer service may not be the main focus of an engineering concern, it does yield immense power. Although customer service may not be the main focus of an engineering concern, it does yield immense power. Bridge the communication gap.

Customer Service 52

Customer Service Engineering Customer Experience Feedback 52

CSM Magazine

SEPTEMBER 7, 2020

Following this link [link] , you can learn more about software engineering’s most popular practices that are widely used by programmers from all over the globe. Moreover, coding techniques are a common standard among the software engineering community. So if you are a newbie in this niche, you need to learn everything about them.

Engineering 52

Engineering Coaching 52

pindrop

APRIL 13, 2020

Last week, Sales Engineers Jay Hart & Dave Dalebroux facilitated an engaging discussion concerning the rise of social engineering, the how and why social engineers are targeting contact centers, and what you can do to address it. How social engineers are using the information they gather online to attack you .

Engineering 52

Engineering Call Center Contact Center Sales 52

Aria Solutions

JUNE 8, 2020

Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. Much like “save early and save often”, proactively keep tabs on how a re-engineered process is received by users. Demo early, demo often.

Engineering 62

Engineering APIs Feedback Consulting 62

Nextiva

FEBRUARY 26, 2019

A little dose of social engineering would do. The post What Your Business Needs to Know About Social Engineering Attacks appeared first on Business VoIP, Customer Experience, Sales & Marketing Content - Nextiva Blog. We learn this lesson from ancient history to the latest […].

Engineering 92

Engineering voip Customer Experience Sales 92

Stratifyd

DECEMBER 11, 2018

We are seeking a dynamic team player with an entrepreneurial spirit, curiosity and passion for engineering and the ability to excel in a fast-paced environment to help us build our brand and provide add value. As a Cloud Operations Engineer (Site Reliability Engineer) with Stratifyd, Inc. Required Skills & Experience.

Engineering 40

Engineering Scripts Analytics Enterprise 40

Aria Solutions

JUNE 8, 2020

Designing a process from scratch is already a task and a half for your Salesforce org, but re-engineering a process is even a bigger undertaking when the process has been in use for some time. Much like “save early and save often”, proactively keep tabs on how a re-engineered process is received by users. Demo early, demo often.

Engineering 62

Engineering APIs Feedback Consulting 62

Cyara

JUNE 27, 2022

This article was originally published on Botium’s blog on March 26, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. With Botium , we are currently defining the industry standard for testing chatbots.

Chatbots 67

Chatbots Engineering industry standards Customer Support 67

TRUSTID

OCTOBER 7, 2018

The threat of social engineering casts a wide net, as today’s professional attackers are online, on the phone, and are even standing directly across the counter from bank tellers. This is where social engineers attempt to gain the trust of an unsuspecting employee or telephone agent to get them to divulge sensitive customer information.

Engineering 50

Engineering Call Center Banking Customer Service 50

Inbenta

NOVEMBER 13, 2017

Even those of us old enough to remember a life pre-web struggle to recall how we did our homework, checked for correct spellings or even resisted the urge to ask those questions we wouldn’t dare ask aloud without the relative safety of a search engine like Google. But how did we reach this point?

Chatbots 109

Chatbots Engineering Self service Virtual Agent 109

Guru

SEPTEMBER 26, 2019

Giving First takes many forms , but one that we’re most proud of is creating an engineering apprentice program. Instead of giving back once or twice a year, we look at making positive changes to ourselves and our communities as something we should have as a regular part of our work here at Guru.

Engineering 66

Engineering 66

Contact Center Pipeline

MAY 10, 2018

In this installment of the Lost in the Labyrinth series, I position the contact center as the enterprise “fuel” for revenue engines and the singular source of raw currency and customer intelligence in the digital age. Yet customers are impacted by the resistance to operational investment in the contact center.

Contact Center 100

Contact Center Engineering Enterprise Call Center 100

Kapta Customer Success

MAY 22, 2023

As the B2B market becomes increasingly competitive and saturated to the point of commoditization, it’s more difficult for buyers to differentiate between competing solutions. This is making growth opportunities harder to come by.

Engineering 52

Engineering B2B Marketing Accountability 52

Call Design

NOVEMBER 18, 2019

The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. The role will also be responsible for end user training for telephony products.

Engineering 60

Engineering Customer Service Personalization Management 60

Call Design

NOVEMBER 18, 2019

The Aspect Telephony systems engineer is responsible for the installation, upgrading, testing of telephony products into customer environments and Call Design cloud environments in a timely manner to ensure a high standard of customer service. The role will also be responsible for end user training for telephony products.

Engineering 60

Engineering Customer Service Personalization Management 60

ShepHyken

SEPTEMBER 14, 2021

The Ultimate Marketing Engine. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. ” About: John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken ? Amazing Business Radio.

Consulting 408

Consulting Consulting Engineering Customer Service 408