TechSee

OCTOBER 9, 2018

The key to reaching this powerful demographic is by understanding that technology is central to their being. This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Government 121

Government Training Data Policies 121

Comm100

APRIL 21, 2022

While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members. This blog will look at the top 4 credit union technology trends in 2022 and how each can help to satisfy the needs of current members, as well as future ones.

Trends 138

Trends Technology Chatbots Financial 138

TechSee

AUGUST 10, 2023

As a visual platform, TechSee converts phone calls into live augmented reality sessions and enhances service automation by bringing computer vision AI to chat and automated workflows. TechSee’s visual automation platform uses computer artificial intelligence (AI) and augmented reality (AR) to enhance customer and contact center engagements.

Connections 206

Connections Contact Center Average Handle Time First Call Resolution 206

NobelBiz

FEBRUARY 20, 2024

Contact centers are the heartbeats of customer service, enabling seamless communication between businesses and their clientele across the globe. Play Video Table of Contents The Pitfalls of Conventional Voice Services For most clients, the difference between voice services is undetectable until significant issues arise.

Contact Center 105

Contact Center Call Center Self Service System 105

AWS Machine Learning

DECEMBER 19, 2023

This post was written in collaboration with Ankur Goyal and Karthikeyan Chokappa from PwC Australia’s Cloud & Digital business. Many businesses already have data scientists and ML engineers who can build state-of-the-art models, but taking models to production and maintaining the models at scale remains a challenge.

Analytics 102

Analytics Training Government System 102

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Forrester's Customer Insights

APRIL 1, 2024

Corporate cloud strategies that yesterday centered on the unglamorous transition of legacy apps from out of the data center, along with some new cloud-native apps, must now incorporate transformative technologies with radically different value propositions — all without breaking the IT budget.

Strategy 61

Strategy Technology Data Management 61

NobelBiz

OCTOBER 2, 2023

This aids in quicker issue resolution, minimizes response times, and ensures consistent service quality. Integrated ticketing systems provide valuable data for performance analysis, enabling continuous improvements in efficiency and customer satisfaction, which are paramount in today’s contact center landscape.

System 106

System Contact Center Contact Center Software Social Media 106

Magellan Solutions

JULY 21, 2023

Companies are becoming mindful of the potential of outsourcing services for small businesses in 2023. The market size for outsourcing services is witnessing significant growth. It will include insights on outsourcing services tailored to small businesses. Cloud technology optimizes operations and enhances flexibility.

Trends 94

Trends Healthcare Innovation Analytics 94

Circular Edge

FEBRUARY 29, 2024

Held in Chicago, Illinois, April 10-12 at the McCormick Place convention center, Modern Customer Experience 2018 will bring together thousands of marketing, commerce, sales and customer service professionals to share best practices and insights on meeting the expectations of today’s empowered customers.

Sales 52

Sales Conference Customer Relationship Management ROI 52

AWS Machine Learning

OCTOBER 30, 2023

Amazon Bedrock is a fully managed service provided by AWS that offers developers access to foundation models (FMs) and the tools to customize them for specific applications. Customers are building innovative generative AI applications using Amazon Bedrock APIs using their own proprietary data.

Policies 123

Policies Groups Resources Connections 123

Cyara

FEBRUARY 22, 2024

Stutters, jitter, echos and interruptions in service as agents work with callers to fulfill their needs. Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. Clients assume service and product quality. This article was originally posted at [link].

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

AWS Machine Learning

MARCH 1, 2024

Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics. To assist those who may be starting with a blank canvas, Amazon Lex provides the Amazon Lex automated chatbot designer.

Chatbots 92

Chatbots Self Service Omni-Channel Contact Center 92

BirdEye

DECEMBER 22, 2023

It’s not just about making calls; it’s about ensuring seamless communication, enhancing customer service, and supporting your business’s growth. Cloud-based and virtual systems generally offer more cost-effective and scalable options, with many providing customizable plans to fit specific business needs and budgets.

System 111

System Self Service Analytics Communication 111

AWS Machine Learning

DECEMBER 12, 2023

Vodafone is transitioning from a telecommunications company (telco) to a technology company (TechCo) by 2025, with objectives of innovating faster, reducing costs, improving security, and simplifying operations. Thousands of engineers are being onboarded to contribute to this transition.

Telecommunications 101

Telecommunications Training Chatbots CRM 101

VDS

SEPTEMBER 25, 2023

Customer service teams face the challenge of not only catering to the current needs of their clients but also preparing for future trends and challenges. One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations.

Customer Service 52

Customer Service Customer Service Strategies Trends Contact Center 52

CSM Magazine

FEBRUARY 13, 2024

Founded in 1905, Benenden Health provides affordable healthcare services to over 860,000 members across the UK. But as demand grew and its member base diversified, this nonprofit mutual realised it needed to upgrade its customer contact infrastructure to continue delivering exceptional service.

Healthcare 52

Healthcare Omni-Channel Hospitality Social Media 52

NobelBiz

DECEMBER 19, 2023

In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions. If you want to learn more about Customer Service De-Escalation , delve into our comprehensive guide! The secret lies in effective escalation management, a crucial aspect often overlooked.

Call Center 106

Call Center Management Contact Center Wait Times 106

ECXO

APRIL 24, 2024

gdcvte Simplifying CX Design: How Leading Enterprise Tech Firms Overcome Complex Challenges Part I The article was originally posted here: [link] Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

ROI 105

ROI Software B2B System 105

AWS Machine Learning

NOVEMBER 22, 2023

Amazon Elastic Compute Cloud (Amazon EC2) DL2q instances, powered by Qualcomm AI 100 Standard accelerators, can be used to cost-efficiently deploy deep learning (DL) workloads in the cloud. DL2q instances are the first instances to bring Qualcomm’s artificial intelligent (AI) technology to the cloud. Roy from Qualcomm AI.

Automotive 100

Automotive Technology Training Strategy 100

AWS Machine Learning

DECEMBER 5, 2023

Speed is of the essence, and adoption of LLM technologies can make or break a business’s competitive advantage. In their implementation of generative AI technology, enterprises have real concerns about data exposure and ownership of confidential information that may be sent to LLMs.

Data 94

Data Training Financial Examples 94

AWS Machine Learning

FEBRUARY 6, 2024

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. Because of the sensitive nature of the data and effort involved, pharmaceutical companies need a higher level of control, security, and auditability.

Government 100

Government Report System Guidelines 100

CSM Magazine

JANUARY 17, 2024

The Influence of Hyperscalers Will Persist Hyperscale cloud providers will continue to be a significant force in the contact centre industry, particularly in the realm of data. In 2024, there will be a continued focus on structuring and extracting valuable insights from the ever-expanding pool of unstructured data.

Industry 52

Industry Data Trends Exceptional Customer Service 52

CSM Magazine

FEBRUARY 2, 2024

Benenden Health, a not-for-profit healthcare mutual, has transformed its member experience through a cloud-based digital transformation project with Sabio Group. Goals included supporting multi-channel engagement, tapping member data for personalisation, and integrating systems across the business to smooth hand-offs.

Self Service 52

Self Service Multi-Channel Healthcare Case Study 52

Circular Edge

MARCH 4, 2024

JD Edwards & Oracle Cloud User Group Breakfasts: Circular Edge will host concurrent user group breakfasts at the Border Grill Mandalay Bay for JD Edwards customers who have also adopted CX, SCM, HCM & EPM Cloud applications. Click here to request an invitation.

ROI 40

ROI CRM Groups Sales 40

Blueshift

NOVEMBER 30, 2023

I’m thrilled to announce that Blueshift has achieved the Amazon Web Services (AWS) Advertising and Marketing Technology Competency in the category of Digital Customer Experience!

Advertising 64

Advertising Technology Marketing Analytics 64

Magellan Solutions

MARCH 27, 2024

Did you know that nearly 8 out of 10 businesses are outsourcing their information technology (IT) functions? Technology has become an integral part of our lives. It provides immediate assistance and expertise to ensure the smooth operation of technology and maximize its value. That’s a staggering number! Let’s get on it!

Call Center 52

Call Center Software Customer Satisfaction Self Service 52

AWS Machine Learning

AUGUST 4, 2023

We’re excited to announce Amazon SageMaker and Salesforce Data Cloud integration. With this capability, businesses can access their Salesforce data securely with a zero-copy approach using SageMaker and use SageMaker tools to build, train, and deploy AI models.

Data 73

Data Training Connections Innovation 73

NobelBiz

APRIL 2, 2024

With the growing customer expectations, enterprises are under great pressure to deliver exceptional service. Table of Contents Understanding Enterprise Contact Center Solutions: Enterprise Contact Center Solutions represent the backbone of modern customer service operations for large-scale organizations.

Contact Center 106

Contact Center Self Service Omni-Channel CRM 106

AWS Machine Learning

OCTOBER 26, 2023

Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.

Retail 98

Retail Innovation System Video 98

BirdEye

NOVEMBER 15, 2023

This blog summarizes a discussion between Dave Lehman, COO of Birdeye, Uday Ghatikar, Field CTO of Google Cloud, and Kiran Bellare, Head of Product Management for AI at Google Cloud, on how businesses can leverage Google to stay relevant in a competitive market. He is deeply involved in all things generative AI and data.

Brands 111

Brands Data Technology Consumers 111

CSM Magazine

FEBRUARY 21, 2024

VoiceAbility, a leading voice and rights charity supporting vulnerable people for over forty years, has partnered with customer experience experts Sabio Group to implement innovative Amazon Connect and Salesforce technologies.

Groups 52

Groups Communication Average Handle Time Case Study 52

CSM Magazine

MAY 12, 2023

In recent years, businesses have been increasingly turning to cloud technology to improve and streamline their customer service operations. In this article, we’ll look at some of the key benefits and strategies of moving to the cloud. This eliminates the need for expensive and labor-intensive hardware upgrades.

Omni-Channel 52

Omni-Channel Customer Service Chatbots Policies 52

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe is an AWS service that allows customers to convert speech to text in either batch or streaming mode. It uses machine learning–powered automatic speech recognition (ASR), automatic language identification, and post-processing technologies.

Guidelines 79

Guidelines Resources Connections Communication 79