Inside the high-stakes world of designing for 911 operators

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“No one ever calls us on their good days.” Anita Pitt sits at her desk, where she speaks with a melodious Texas drawl. She doesn’t convey any particular sense of urgency, and yet, over the past 37 years as program manager of Brazos County 911, her entire job has been about conveying urgency. She manages the staff and technology in her region as a small but vital part of the network of 6,100 emergency call centers scattered across the United States. These call centers field 200 million calls a year. Read Full Story

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How Natural Language Processing (NLP) is helping call centers get smart

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30-second summary: Natural Language Processing (NLP) are helping improve workplace efficiency and decrease human capital costs. They are used across a wide range of sectors for both inbound and outbound calls. A n auto attendant can rank and prioritize calls based on urgency. This will occur based around a set of rules established by the call center regarding how calls should be routed. Banks often use NLP’s abilities to answer FAQs for their phone calls – customers provide their questions and based on their response are given a set of canned answers. Once customers voice their concerns, NLP software is able to quickly provide a set of solutions. This cuts down time agents would have spent researching answers, and allows for faster and better service. To create a more personalized experience, NLP technology can be used for call record data analysis in relation to customers. Large numbers of telephone calls …

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Inside the campaign to push PR firms to fire fossil fuel clients

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The “clean creatives” campaign is calling on creative agencies to drop fossil fuel clients. Five years ago, Christine Arena, then an executive vice president at the elite PR firm Edelman, left her job because she felt she could no longer support the agency’s work with fossil fuel companies and industry front groups. Five of her colleagues did the same thing . Now a new campaign called Clean Creatives is encouraging other creatives in advertising and public relations to take a stand on climate change and pressure their employers to do the same. Read Full Story

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Ellen Kullman became CEO during the last recession. Here’s how it’s impacting her leadership now

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DuPont’s first female CEO, who served during the 2008 financial downturn, shares what it takes to stay resilient during unpredictable times. Ellen Kullman, CEO of 3D printing company Carbon, knows her way around a crisis. Kullman spent 27 years at chemical company DuPont, where she started as a marketing manager in 1988. She was named the company’s CEO and chairman in January 2009, just a few months after Lehman Brothers declared bankruptcy. Read Full Story

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Amy Klobuchar: Breaking up Facebook ‘has to be on the table’

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The Minnesota senator is tackling antitrust issues with a new law and a new book: “We’ve got to look at everything when it comes to putting rules in for tech.” Antitrust may become Senator Amy Klobuchar’s signature issue, and if things go right, the pinnacle achievement of her years in Congress. Not only does she now have the chair of the powerful Senate Judiciary antitrust committee, but she has a book called Antitrust coming out in the spring. Read Full Story

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Makers are rushing to fight coronavirus with 3D printed face shields and test swabs

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3D printing is having a moment as a vital source of emergency medical supply creation. When Madiha Choksi, a research and learning technologies librarian at Columbia University, received a call for help from a doctor last week, she didn’t hesitate. Part of her job entails managing the school library’s 3D printing program, so she often gets requests from researchers and faculty members to print out different prototypes. On March 19, Peirre Elias, a Columbia University cardiology fellow, had an urgent ask: With the severe absence of PPE at hospitals, would she be able to 3D-print face shields? Read Full Story

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How Monica Lewinsky became a leading cyberbullying advocate

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From her essential work helping to craft harrowing PSAs to her growing clout as a producer, Lewinsky has devoted herself to stopping this digital scourge. It’s not a distinction Monica Lewinsky is proud of, but in many ways, she was Patient Zero for cyberbullying. Today, she is a leading voice in the fight against online public shaming and its effects on young people. Working with the ad agency BBDO New York over the past three years, she has helped craft a series of searing public service announcements that bring to life some devastating statistics: that 59% of American teens have been harassed online, and a UNICEF poll found that one in three teens in 30 countries had been subjected to some form of cyberbullying. “The Epidemic,” which was launched in October 2019 and attracted national media such as The Today Show and Teen Vogue , follows an average American teen …

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To better track your productivity, focus on your bandwidth

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If you feel like your time and energy are slowly slipping away from you, you may be overloading on commitments. A newly promoted client of mine was struggling with managing time and tasks. She felt like she could never get on top of her task list. She had missed several important deadlines that weren’t client-critical but caused issues for the rest of her team. She felt dejected and was concerned that she wouldn’t be able to get her arms around the new job . Upon looking deeper, though, we discovered that it wasn’t really about time management ; it was her bandwidth. Read Full Story

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Best Call Center Software

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Disclosure: This content is reader-supported, which means if you click on some of our links that we may earn a commission. What would it be like for your business to never miss another call? Nothing scares away new business like hard-to-reach customer service or disorganized sales calls. Adopt the best call center software and you will outfit your teams with the tools they need to communicate effectively. Today, an affordable call center is within reach of any business with an internet connection. Forget about the requirements of a physical office space, infrastructure, or even a business phone system . Modern call center software is all you need to get up and running. You still have the hard work of engaging your customers and clients, but all the heavy lifting associated with maintaining a call center is off your plate. The Top 5 Options For Call Center Software Fi v e9 …

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