centers 
CIO
FEBRUARY 20, 2024
Imagine a world in which data centers were deployed in space. Why put data centers in space? How the Space Integrated Computing Network will work These space data centers will be powered with photonics, through Innovative Optical Wireless Network ( IOWN ) technology. Does this sound like something out of science fiction?
CIO
MARCH 26, 2024
Salesforce has announced new Contact Center updates to its Service Cloud — an offering targeted at bettering customer experience and boosting the productivity of service teams. The new updates to the Contact Center include features such as conversation mining and generative AI -driven survey summarization among other features.
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CIO
APRIL 17, 2024
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? I had the opportunity to speak with Mary Daniel, VP of Customer Solutions Center for Aflac, a long-time Avaya customer, at the Gartner Symposium last fall.
CIO
FEBRUARY 29, 2024
Captive centers are on the rise. You’d be forgiven if you’re wondering whether you’ve stumbled on an article from 2016 , but, in fact, the practice of launching an offshore IT center wholly owned and operated by the enterprise it serves is back in vogue with notable twists.
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What does the contact center of the future look like? Read this eBook to discover how to implement AI for the best results in your contact center. An Al solution with only the highly technical or difficult calls coming to a human agent is what your organization needs.
CIO
MARCH 25, 2024
Early in her career as a program management specialist at AT&T, Balaban became an active member with the Project Management Institute’s New Jersey chapter, which put her front and center at plenty of events. She considered her commitments to PMI as a way to give back to her professional community.
CIO
JANUARY 3, 2024
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.
Speaker: Scott Stephenson, Co-Founder, CEO Deepgram
Envision what the call center of the future would look like with real-time AI solutions. Learn about advances in Conversational AI/Voicebots to reduce agent load. See how sales can use real-time transcription to identify upsell opportunities and increase revenue.
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Regardless of whether you are evaluating Automatic Speech Recognition (ASR) solutions to get more value out of your call center data, build the next game-changing voice feature, or are just looking to save a lot of money on speech transcription, Deepgram is the platform to get you there.
Speaker: Robin Zaragoza, Product Coach and CEO of The Product Refinery
But what strategy do managers use to keep the customer and their key problems at the center of the product development process? Every product manager has heard, “Keep the customer at the heart of everything you do". How do product managers instill this knowledge of the customer across the rest of the organization?
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial.
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One of the most crucial tools for contact center solutions is automatic speech recognition (ASR). Learn how Sharpen elevates their CX by arming agents with Deepgram's fast, accurate and reliable speech transcription to improve productivity in real-time.
Speaker: Dr. Kate Wolin, Founder, Circea
She will also review how a patient-centered design strategy can be used to evaluate and refine onboarding processes. Application of patient-centered design to evaluate and refine onboarding strategies. In this webinar, you will learn: A model of health behavior change that can be applied to solution development.
Speaker: Jesse Walker, Product Manager at Canva
As product managers, our primary focus should always be on creating value for our users. While this may seem obvious, it can be easy to forget amidst the daily distractions of juggling everything from delivery management, team management, backlog grooming, and sprint planning.
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How to put DEI front and center throughout the process. In this guide, we provide seven strategies organizations can use to source and attract diverse tech talent. Download this guide to learn: Short and long term strategies to source diverse talent. Tips to cast a wider net and boost DEI in the tech world.
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