Up Your Service

JANUARY 3, 2019

But Melbourne’s Chief Information Officer Colin Fairweather, and Manager of Technology Partnerships Daniela Mazzone, think about it – and work hard to improve it – every day. Australia has three levels of government; federal, state, and local. Federal manages policy of the nation. State addresses vital regional concerns.

Government 65

Government Connections Social Media Policies 65

CSM Magazine

MARCH 14, 2024

Environmental management company Green Spark is using the latest cloud and mobile technology to boost sustainable business growth. Green Spark introduced the BigChange job management system to improve the flow of information between field staff, using the mobile app, and the back-office.

Management 52

Management CRM e-support Customer Relationship Management 52

InMoment XI

MARCH 25, 2024

From a cost and ROI perspective, the impact and benefits of predictive analytics in customer experience management cannot be ignored. Benefits of Predictive Analytics in CX Predictive analytics is also making an impact on the way companies manage the customer experience. It’s an opportunity that your company can capitalize on today.

Analytics 260

Analytics Examples Customer Experience Effort Score 260

NobelBiz

MARCH 12, 2024

To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Introducing Unified Customer Experience Management (Unified CXM) Unified CXM is the practice of creating seamless and personalized experiences for customers across all support and marketing channels.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

AWS Machine Learning

JANUARY 5, 2024

Many organizations have been using a combination of on-premises and open source data science solutions to create and manage machine learning (ML) models. Data science and DevOps teams may face challenges managing these isolated tool stacks and systems. Wipro is an AWS Premier Tier Services Partner and Managed Service Provider (MSP).

Data 113

Data Management Effort Score Training 113

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . PLAY AND SUBSCRIBE. Google Podcasts.

Culture 98

Culture Connections Leadership Communication 98

Qualtrics

MARCH 31, 2020

Now more than ever, government IT departments are being asked to lead. In working with governments across the country, we’ve compiled a few best practices for how to ensure that IT remains a strategic partner in government operations - in or out of crisis. #1: 1: Understand the tools that employees need - and be flexible!

Government 34

Government Innovation Tools Employee Experience 34

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. Amazon Connect directs some incoming calls to the virtual agent (Max) by identifying the caller number.

Self Service 77

Self Service Virtual Agent Connections Contact Center 77

ECXO

MAY 14, 2024

This new perspective emphasizes the importance of human connections, emotions, and experiences in every transaction, whether it’s between businesses or directly with consumers. H2H fosters this connection, leading to stronger loyalty and long-term relationships.

B2C 52

B2C B2B Leadership Culture 52

Magellan Solutions

JULY 13, 2021

Government Tasks & Why E-services Are Needed For Them. E-service innovations during Covid-19 stemmed from the urgent need to share information about the virus. Governments and businesses not familiar with communicating a constantly changing message of this magnitude grappled with solutions.

Government 40

Government System e-support Social Media 40

AWS Machine Learning

FEBRUARY 6, 2024

Bringing innovative new pharmaceuticals drugs to market is a long and stringent process. Companies face complex regulations and extensive approval requirements from governing bodies like the US Food and Drug Administration (FDA). The record is a key-value mapping of the job ID (WebSocket) with the connection ID and message ID.

Government 105

Government Report System Guidelines 105

CSM Magazine

AUGUST 5, 2020

This is the question many local government organisations are asking as they strive to serve the community at reduced cost. Research suggests that the majority of calls coming into local government contact centres are about revenues and benefits, waste and recycling, planning and highways. Henry Jinman of EBI.AI

Government 52

Government Self Service Chatbots Automotive 52

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. With a career spanning over 20 years, Eric has an extensive amount of experience in Contact Center and 3rd party and onshore vendor management. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MARCH 18, 2024

2024 MarTech Predictions for a Better Customer Experience by MTC News Desk (MarTech Cube) Innovation is indeed the core of achievements, and 2024 became the symbol of the leap towards the discovery route, discovering the possibilities of the future of customer experience. Connect with Shep on LinkedIn.

Customer Service 79

Customer Service Government Employee Experience Video 79

AWS Machine Learning

NOVEMBER 16, 2023

Philips is a health technology company focused on improving people’s lives through meaningful innovation. With SageMaker MLOps tools, teams can easily train, test, troubleshoot, deploy, and govern ML models at scale to boost productivity of data scientists and ML engineers while maintaining model performance in production.

Healthcare 91

Healthcare Government Innovation Training 91

Think Customers

APRIL 6, 2020

And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. Contact centers and customer service organizations play a critical role in enabling those human connections. In these trying times, there is enormous value in human connections. And that’s ok.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

Avaya

JUNE 26, 2017

Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Brick and mortar stores and government agencies are giving way to a hyper-connected digital ecosystem. Innovative platform that easily delivers flexible customer experience environments.

Government 47

Government Omni-Channel Multi-Channel Contact Center 47

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

InMoment XI

JULY 12, 2023

Instead, your brand needs to have incredibly intentional customer experience management techniques in place. Implementing Effective Communication Channels When people connect with your brand, how do they contact you? You should also establish a strong data governance framework and train employees on data privacy best practices.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Lumoa

JUNE 23, 2021

To be more innovative, you need diversity of thought. If they’re able to get on the same page as customers with values and culture, the easier they’ll be able to connect with them on a human level. Promote people internally Hire people across different levels, from service to management.

Customer Experience 208

Customer Experience Culture Employee Experience Effort Score 208

West Monroe

OCTOBER 11, 2023

Beneath the surface of data-driven strategies and fast-paced innovations, however, lies a critical yet often overlooked factor: the people within the organization. Effectively managing organizational change requires a people-focused approach that acknowledges the importance of human behaviors, motivations, and resistance to change.

ROI 52

ROI Data Gamification Return on Investment 52

West Monroe

OCTOBER 11, 2023

Beneath the surface of data-driven strategies and fast-paced innovations, however, lies a critical yet often overlooked factor: the people within the organization. Effectively managing organizational change requires a people-focused approach that acknowledges the importance of human behaviors, motivations, and resistance to change.

ROI 52

ROI Data Gamification Return on Investment 52

AWS Machine Learning

FEBRUARY 13, 2024

Amazon SageMaker Feature Store is a fully managed, purpose-built repository to store, share, and manage features for machine learning (ML) models. With this launch, account owners can grant access to select feature groups by other accounts using AWS Resource Access Manager (AWS RAM).

Government 107

Government Groups Resources Consumers 107

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs.

Government 125

Government Training Data Policies 125

CSM Magazine

AUGUST 10, 2023

Its NS3 framework inclusion comes a few months after it was also included in the UK Government’s G-Cloud framework, strengthening its ability to serve the UK public sector as a recognised Cloud Software and Cloud Support supplier.

Groups 52

Groups Wireless Government Customer Journeys 52

Clarivate

APRIL 3, 2024

Entering sensitive information into tools like ChatGPT could present risks, requiring careful attention to policies governing use of AI tools. Cloud-based software like IP Management Systems and AI tools offer practical solutions for maintaining institutional knowledge. Embrace change.

Technology 59

Technology Strategy Analytics Government 59

Clarivate

MAY 24, 2022

Connecting SDGs to everything we do. These include SDG 3: Good health and well-being, SDG 4: Quality education, SDG 9: Industry, innovation and infrastructure, and SDG 12: Responsible consumption and production. We have committed to setting a Science-Based Target, which we will share later this year.

Government 98

Government Exercises Innovation Report 98

Calabrio

JULY 25, 2019

Beyond the inherent value our technology delivers every day, forward-thinking contact center leaders prove time and again there are no limits on the dramatic business change that can be ignited when Calabrio ONE is used in new and innovative ways. The Engager deploys innovative, fresh strategies to engage and retain customers.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

West Monroe

JANUARY 17, 2024

From innovative treatment modalities to data-driven decision-making, technology is not only enhancing patient care but is also becoming a key determinant in identifying viable investments. The intersection of healthcare and technology presents myriad opportunities for growth and innovation.

Healthcare 52

Healthcare Trends Innovation Technology 52

Clarivate

MAY 18, 2023

At Clarivate we put sustainability at the heart of our business goals and we want environment, social and governance issues to be the core of our global culture, serving as guiding principles for every decision we make. We are committed to providing purposeful opportunities for colleagues to connect in order to strengthen our ESG focus.

Report 98

Report Innovation Government Culture 98

AWS Machine Learning

MAY 23, 2023

Background An MLOps pipeline is a set of interrelated sequences of steps that are used to build, deploy, operate, and manage one or more ML models in production. The source code for these IaC templates is managed in AWS CodeCommit. After a request is approved, its details are used for parameterizing IaC templates.

Case Study 74

Case Study Government Training Return on Investment 74

Experience Investigators by 360Connext

AUGUST 22, 2023

It gets easier with time, and there are plenty of great feedback management tools to help. An executive invested in the customer experience will inspire innovation and motivate their team. your CX foundations. Focus on just a few feedback channels at first to get comfortable with the process.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Comm100

APRIL 26, 2022

There’s no way to sugarcoat this – government customer experience (CX) is miles behind the private sector. When calculating customer satisfaction across major industries in 6 countries, government is the bottom-performing industry in each country. There are many reasons for this, some of which excuse government underperformance.

Government 236

Government Omni-Channel Wait Times Software 236

AWS Machine Learning

DECEMBER 19, 2023

Data and model management provide a central capability that governs ML artifacts throughout their lifecycle. Integrations with CI/CD workflows and data versioning promote MLOps best practices such as governance and monitoring for iterative development and data versioning. It enables auditability, traceability, and compliance.

Analytics 107

Analytics Training Government System 107

CSM Magazine

APRIL 27, 2022

Following the launch of the new Odigo Connect Marketplace , which enables organisations to easily procure an extensive range of tailormade CCaaS-related solutions, customers can now access PCI Pal’s award-winning payment security solutions for voice, chat, social, email and contact centre interactions. About PCI Pal.

Omni-Channel 52

Omni-Channel Government Connections Innovation 52

CloudCherry

NOVEMBER 11, 2019

Janet is all about personal connections, and- according to her nominator, Sandy Michaels, has a “passion for service excellence” that “displays in her every interaction.” Murphy Fraser – Client Success Manager at Skillshare. Jenny Dempsey – CX Manager at NumberBarn, and our 1 st Place CX Influencer. Brava, Janet!

Leadership 170

Leadership Consulting Video Government 170