BlueOcean

DECEMBER 18, 2018

And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. Here’s the short list of the best questions to ask about AI in the contact center. Looking for more contact center RFP questions? 3 How are you prepared for the future of AI?

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

AWS Machine Learning

JANUARY 26, 2024

Generative artificial intelligence (AI) applications built around large language models (LLMs) have demonstrated the potential to create and accelerate economic value for businesses. Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications.

Government 122

Government Training Data Policies 122

AWS Machine Learning

APRIL 18, 2024

See CHANGELOG for latest features and fixes. You’ve likely experienced the challenge of taking notes during a meeting while trying to pay attention to the conversation. You’ve probably also experienced the need to quickly fact-check something that’s been said, or look up information to answer a question that’s just been asked in the call.

Knowledge Base 108

Knowledge Base Meeting Resources Analytics 108

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

AWS Machine Learning

NOVEMBER 16, 2023

It partners with healthcare providers, startups, universities, and other companies to develop technology that helps doctors make more precise diagnoses and deliver more personalized treatment for millions of people worldwide.

Healthcare 88

Healthcare Government Innovation Training 88

AWS Machine Learning

DECEMBER 1, 2023

As a platform administrator, you can use the updated user interface (UI) and APIs to onboard users faster, with the right security settings and infrastructure. As a platform administrator, you can use the updated user interface (UI) and APIs to onboard users faster, with the right security settings and infrastructure.

Groups 94

Groups Resources Sports Government 94

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. The COPC Standards Committee meets semi-annually to update the Standard. OBSERVATIONS AI is irrevocably altering customer service. 

Contact Center 52

Contact Center Metrics Training Call Center 52

AWS Machine Learning

FEBRUARY 6, 2024

Accenture built a regulatory document authoring solution using automated generative AI that enables researchers and testers to produce CTDs efficiently. By extracting key data from testing reports, the system uses Amazon SageMaker JumpStart and other AWS AI services to generate CTDs in the proper format.

Government 102

Government Report System Guidelines 102

AWS Machine Learning

JANUARY 5, 2024

This post was written in collaboration with Bhajandeep Singh and Ajay Vishwakarma from Wipro’s AWS AI/ML Practice. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems. Integrating multiple tool stacks to build a compact solution might involve building custom connectors or workflows.

Data 110

Data Management Effort Score Training 110

Blake Morgan

OCTOBER 24, 2023

                           Customer service is a big part of the customer experience, and the contact center is a critical focal point for direct interaction with customers. One of the biggest things Brad has noticed in his career is that contact centers are often underfunded and under-appreciated.

Contact Center 52

Contact Center Customer Experience Comparison Resources 52

NobelBiz

OCTOBER 31, 2023

In the contact center world, every second counts, and a well-timed response can turn an inquiry into a loyal customer. Utilize the available resources efficiently to ensure that the client’s concerns are addressed promptly. Data analytics in call centers goes beyond merely collecting data.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

Magellan Solutions

JUNE 23, 2023

Small and medium enterprises aiming to stay competitive face opportunities and problems from the fast-paced implementation of artificial intelligence across the workplace. With its remarkable powers to automate tasks, crunch data, and imitate human intellect, AI has come full circle. It helps companies improve their operations.

Competitive Advantage 98

Competitive Advantage Analytics Innovation System 98

NobelBiz

APRIL 23, 2024

The debt collection industry is undergoing a major shift. Traditional collection methods, such as persistent phone calls and letters, are making way for more nuanced, technology-driven, and customer-oriented strategies. This evolution reflects broader trends in consumer behavior, regulatory environments, and technological advancements.

Omni-Channel 59

Omni-Channel Contact Center Customer Centricity Technology 59

Uniphore

JANUARY 25, 2022

However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier. Video-based AI software is the answer to that demand.

Healthcare 130

Healthcare Video Banking Contact Center 130

Comm100

JULY 9, 2019

How does your contact center handle new starter training and onboarding? Actual training – devoting resource (not just e-learning!) Option three is by far the best to develop happy, engaged staff, giving them what they need to become successful and confident before they get anywhere near customers.

Training 101

Training Contact Center Resources Chatbots 101

AWS Machine Learning

NOVEMBER 8, 2023

Medical imaging AI researchers and developers need a scalable, enterprise framework to build, deploy, and integrate their AI applications. MONAI Deploy is one of the key modules within MONAI (Medical Open Network for Artificial Intelligence) developed by a consortium of academic and industry leaders, including NVIDIA.

Healthcare 95

Healthcare How To Data Resources 95

AWS Machine Learning

MAY 25, 2023

This post was co-authored by Brian Curry (Founder and Head of Products at OCX Cognition) and Sandhya MN (Data Science Lead at InfoGain) OCX Cognition is a San Francisco Bay Area-based startup, offering a commercial B2B software as a service (SaaS) product called Spectrum AI.

Analytics 65

Analytics Training Travel Software 65

West Monroe

SEPTEMBER 17, 2023

Following previously hot consumer pushes in VR and crypto, it’s valid to be skeptical of the most recent fad in the business world: generative artificial intelligence (Gen AI). Seventy percent of organizations are in exploration mode on Gen AI , and that fervor has prompted executives to begin investing in AI for sales solutions.

Sales 52

Sales Marketing How To Effort Score 52

COPC

DECEMBER 23, 2022

We surveyed nearly 6,000 employees across industries at business processing outsourcing (BPO) organizations and in-house contact centers, including work-at-home staff. 2) Develop a Robust and Closed-Loop Employee Feedback System   An employee feedback system goes beyond a simple measurement of employee satisfaction.

Employee Engagement 87

Employee Engagement Engagement Company Contact Center 87

BlueOcean

FEBRUARY 14, 2018

We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. Greater complexity means allocating more agent time and resources to resolving complicated issues. How will AI translate into the social channel? Easier said than done.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

AWS Machine Learning

NOVEMBER 22, 2023

Building a production-ready solution in AWS involves a series of trade-offs between resources, time, customer expectation, and business outcome. Maintain traceability – AI services used in IDP are integrated with AWS CloudTrail , which enables you to monitor, alert on, and audit actions and changes to your IDP environment with low latency.

Policies 83

Policies Data Resources System 83

TechSee

FEBRUARY 21, 2022

It seems like everywhere you look, AI is trending. Investors are throwing more money into AI startups than at any point in history. In the first ten months of 2021, AI startups worldwide raised more than $50 billion across more than 2,000 deals — surpassing 2020 levels by 55%. 10 Ways AI Can Transform Your Business.

Innovation 109

Innovation Company Self Service Insurance 109

CSM Magazine

JUNE 12, 2023

In today’s digital age, contact centers play a critical role in customer support, sales, and overall communication between businesses and their clientele. Unfortunately, these centers have also become a target for fraudsters looking to exploit the vulnerabilities inherent in these systems.

Contact Center 52

Contact Center Multi-Channel Contact Center Software Policies 52

Magellan Solutions

NOVEMBER 7, 2023

By delegating non-core business functions to third-party service providers, they can free up their internal resources to focus on revenue-generating activities. Let’s explore the signs of when do you need to outsource a call center. Let’s explore the signs of when do you need to outsource a call center.

Call Center 52

Call Center Competitive Advantage Financial Software 52

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. What is Real-Time Monitoring?

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52

NobelBiz

JULY 4, 2023

AI in the context of the contact center world isn’t really a ‘wow’ feature anymore. AI in the context of the contact center world isn’t really a ‘wow’ feature anymore. According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8%

Interaction 52

Interaction Call Center Engagement Contact Center 52

Thematic

JUNE 28, 2023

And if you're looking for ways to upskill, I've shared a couple of learning resources at the end of this post. Integrating LLMs across multiple channels is complex and will require significant resources and expertise. The context: You can give the system instructions on how to answer your questions. Here are the answers: 1.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

AWS Machine Learning

MAY 23, 2023

Just recently, generative AI applications have captured everyone’s attention and imagination. We are truly at an exciting inflection point in the widespread adoption of ML, and we believe every customer experience and application will be reinvented with generative AI.

Training 91

Training Resources How To Examples 91

AWS Machine Learning

JUNE 8, 2023

But providing excellent customer service can be significantly challenging when the volume of inquiries outpaces the human resources employed to address them. Generative AI chatbots have gained notoriety for their ability to imitate human intellect. LangChain is a framework that lets developers create applications powered by LLMs.

Chatbots 73

Chatbots Contact Center Training Resources 73

GlowTouch

DECEMBER 12, 2022

Within customer support outsourcing industry, there are diverse opinions that range from AI and chatbots as indispensable parts of a customer service operation to an innovation that causes more problems than it solves. More recently, we have been looking at that and at other potential uses of AI within the contact center setting.

Self Service 52

Self Service Contact Center Multi-Channel Knowledge Base 52

NobelBiz

MARCH 12, 2024

Key Components of Unified CXM Unified CXM comprises several essential components: Holistic Customer View : Integrates data from marketing campaigns, sales, customer service interactions, social media, CRM systems, and feedback tools. Customers today expect seamless and personalized interactions across all touch points.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Call Center Management Gamification 52

Playvox

APRIL 12, 2022

There’s nothing more important than creating an optimal contact center schedule to ensure you and your agents have the structure you need to provide the best service possible. But have you taken the time to check that your contact center schedule isn’t doing more harm than good? What Is Contact Center Scheduling?

Contact Center 81

Contact Center Tips Software Tools 81

Magellan Solutions

MAY 19, 2023

These obstacles can lead to a loss of resources and time. LACK OF ARTIFICIAL INTELLIGENCE (AI) AND AUTOMATION Piled up workloads and time-consuming tasks can be challenging. Companies should take advantage of the rise of automation and AI. Updating processes can prevent companies from encountering issues in the future.

Management 52

Management Competitive Advantage Customer Satisfaction Analysis 52

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. Here are six trends we see, including strategic and practical ways to prepare and improve your company’s customer experience center for 2023 and beyond: 1.

Contact Center 52

Contact Center Self Service Loyalty Social Media 52

Magellan Solutions

FEBRUARY 5, 2024

Outsourcing offers flexibility in service selection: companies can outsource specific IT functions such as application management, software development, testing, system administration, or technical support. 24/7 Support and Virtual Teams An advanced technology call center enables 24/7 global support with virtual teams.

Competitive Advantage 52

Competitive Advantage Innovation Government Resources 52

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52