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4 tips for championing contact center innovation from an award-winning customer experience leader

CIO Business Intelligence

Innovation is essential, especially in the contact center as the tip of the spear in customer experience, but how do you activate your modernization plan? Companies are quick to scale digital solutions, but to achieve value at scale there needs to be a healthy balance between humans and technology.”

Metrics 125
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How AI can boost customer satisfaction, retention, and loyalty in the contact center

CIO Business Intelligence

Customer communication is a vital aspect of any business, especially when it comes to the contact center. The contact center is where customers interact with companies through various channels, such as phone, email, chat, or social media. This helps customers to communicate with companies from different countries or regions.

B2B 124
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It’s Not Magic if it is Producing Real Global Benefits and Business Value

Rocket-Powered Data Science

He was a US Air Force officer. One of his responsibilities was to contact certain high-ranking officers and communicate with them about the situation (in this case, the simulated emergency). He told me that, in one case, he was able to make contact by phone with one of those top officers within 20 seconds of the start of the drill.

IT 183
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AWS adds machine learning capabilities to Amazon Connect

CIO Business Intelligence

In a bid to help enterprises offer better customer service and experience , Amazon Web Services (AWS) on Tuesday, at its annual re:Invent conference, said that it was adding new machine learning capabilities to its cloud-based contact center service, Amazon Connect. c (Sydney), and Europe (London) Regions.

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Journey Beyond transforms its contact center to deliver better customer journeys

CIO Business Intelligence

The company’s overall strategy is to “have a customer experience that’s second-to-none — from the moment they first engage with the company to plan their experience, to when they return home at the end of their travels — regardless of what Journey Beyond adventure you are booking.” The IVR was also not standardized across the company.

IT 117
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10 hottest IT jobs for salary growth in 2023

CIO Business Intelligence

As companies vie for talented tech workers to meet skills gaps in their organizations, the demand for certain tech roles has increased. There’s a strong need for workers with expertise in helping companies make sense of data, launch cloud strategies, build applications, and improve the overall user experience.

IT 139
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Accelerating digital transformation with sustainable solutions

CIO Business Intelligence

Equinix is one of 299 companies out of nearly 15,000 to be listed on the Climate Change A-List. Dell has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere® Institute4. Learn more about our joint offerings by contacting Equinix.Inquiry@dell.com or Dell@equinix.com.