POLY HELPS EMPOWER CONTACT CENTER WORKERS

It’s a well-documented trend that the rise of digital channels such as webchat, apps, FAQs, etc., has led to a change in the way contact centers handle interactions. The routine, “easy” interactions are now handled by self-service channels. Deflecting these low-value interactions has enabled contact centers to improve productivity and efficiency. But if easy interactions are handled on self-service, then the calls that reach agents are becoming harder and more complex, and they’re likely to be problems not expected or encountered before. Customers also expect the resolutions or answers to be provided very quickly. If this doesn’t happen, an escalation to another channel happens swiftly. In fact, recent research indicates that over half (55%) of these self-service instances eventually escalate to voice interactions with contact center agents.

Spotlight

Age of Learning

Age of Learning is a leading education technology innovator based in Glendale, California, with a talented team of 500+ individuals comprised of nationally renowned educators, curriculum experts, designers, animators, engineers, and more. We develop engaging, effective digital learning technology and content to help children build a strong foundation for academic success.

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Online Education

What can early career researchers gain from External Examiner training?

Article | July 12, 2022

In early May 2020, Advance HE sent out a call for academics to participate in 'external examiner training' which is certificated as continued professional development. For me, it was astounding that within forty-five minutes of sending the initial call for participants the workshop sessions had all been filled, and a second email was issued advising that interested participants were now being wait-listed. This surge of interest was intriguing as it seemed to either suggest that academics in HE were quite eager for CPD opportunities, or that any training regarding the process and diligences of 'external examining' had much to be desired. I considered myself fortunate to make the cut and found the five-units of training spread over four-weeks of participation to be informative, though not quite what I had initially expected.

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Education Technology

A rural college launches a free in-home connectivity program

Article | August 4, 2022

Even before the pandemic, Dr. Kyle Wagner, Northeastern Technical College (NETC) president, was a strong proponent of distance learning. Many of the residents in the rural South Carolina communities the school serves, where incomes fall below the national poverty level, don’t pursue a college education due to factors including lack of access to transportation and childcare. He firmly believed that enabling off-campus learning could overcome these barriers, and was working to expand the school’s remote learning program when the pandemic hit.

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Continuing Education

Finding a New Passion Through Online Teaching

Article | November 15, 2022

Salsa steps to the side. Quick hip turns. Smile through the sweat. That’s Teacher Dashia’s routine as she leads another one of her high energy Zumba classes in Las Vegas. Naturally, Latin dance-inspired fitness was a great fit for Dashia as it tapped into her passion for health, dance, and her Dominican heritage. Being a mother of two young kids requires a lot of attention and many trips to the park. Helping others shake it up and slim down gave Teacher Dashia the creative outlet she needed for 8 years.

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Education Technology

3 AI Trends to Watch in K–12 Educational Technology for 2022

Article | December 15, 2021

There’s no question the COVID-19 pandemic has brought many challenges to everyday life. But it has also spurred rapid growth in technologies that aim to make everyday life simpler, such as artificial intelligence and machine learning. Many industries have been fueling this growth, automating processes through AI (the use of computers and machines to mimic human problem-solving and decision-making abilities). K–12 education is no exception. As schools rushed to accommodate remote learning with little notice — and maintain a secure online network for students and staff — many incorporated elements of AI and ML. Between digital assistants, endpoint security, chatbots and more, AI is gaining a foothold in U.S. classrooms. Here are three trends to look for in 2022: AI in Digital Assistants Helps K–12 Teachers Manage Classrooms “Alexa, read us a story.” That’s one way teachers are using digital assistants, such as the popular Amazon Echo device — technology that many parents of home-bound students used last year to aid in their children’s educational routines — in the classroom. One school district in California has integrated this technology even further with the Symphony Classroom device from Merlyn Mind, described as the world’s first digital assistant for education. The device is powered by Edge AI, combining artificial intelligence with edge computing technology. It’s a way of getting technology to kids where they’re at and when they need it, says Brian Fish, an English teacher at Rancho Verde High School in California. “Nothing can replace a teacher. However, technology can expand teaching,” Fish says. Elsewhere in the Val Verde Unified School District, first grade teacher Jennifer Thornton says it comes in handy in her classroom because she’s never at her desk for very long. Through voice commands, Merlyn — the name given to the AI — can navigate tabs on Thornton’s computer and play or pause a YouTube video for a lesson, for example. “It’s helped a lot with the classroom management,” she says. Darren Crist, an elementary special education teacher in the district, also uses it for videos in his classroom. But Merlyn’s best feature, at least for Crist’s students, is its visual timer, which helps them with time management and more. Crist also assigns students to be in charge of Merlyn as a classroom job, which helps them develop life skills. “As a special ed teacher I’m focused a lot on, not just the normal standards of academics, but making sure that my kids are able to get some of that executive functioning they might be lacking,” he says. "Nothing can replace a teacher. However, technology can expand teaching.” - Brian Fish English teacher, Rancho Verde High School Next-Generation Cybersecurity Solutions Integrate AI Technology The use of AI and ML is also shaping cybersecurity and the IT industry. For example, these technologies “can offer IT security professionals a way to enforce good cybersecurity practices and shrink the attack surface instead of constantly chasing after malicious activity,” BizTech reports. So, what does that mean for schools? Between January and May 2020, as the pandemic took root, the use of remote management and collaboration apps increased by 87 percent and 141 percent, respectively, in K–12 schools, according to an Absolute Software survey of more than 10,000 school and district representatives. Despite the rise in online applications for teaching and learning, “educational institutions are spending more on endpoint security yet gaining less visibility and control. Forty-one percent of schools say tracking devices is one of their most significant challenges,” Forbes reported. That’s where technology such as next-generation endpoint security comes into play. “This advanced protection leverages artificial intelligence to recognize potentially dangerous threats — both known and unknown — in real time without the need for signatures, increasing speed-to-action via a proactive, streamlined security protocol,” according to a CDW•G white paper. Cybersecurity solutions powered by AI and ML are becoming more popular in school districts because they give time back to small IT teams and allow them to scale security with the introduction of large device fleets. Chatbots Rely on AI to Improve Communication and Tutoring AI-powered chatbots have been shown to improve classroom efficiency and help teachers communicate with parents. Since the onset of the pandemic, even more uses for chatbots have started to gain steam. With tutoring seen as a solution to helping students overcome the COVID-19 learning disruption, chatbots could help bridge the equity gap between students who can’t afford private, traditional tutors and those who can. “To me, AI is just a set of simple tools that we can use, in this case, to figure out some problems that teachers and kids are persistently having,” researcher Neil Heffernan, a computer science professor at Worcester Polytechnic Institute, says. “The real magic is giving human tutors and teachers a little bit of information on what’s going on so they can be more efficient.” Google released a suite of programs for higher education that include virtual assistants and, as of November, an AI tutor. The applications in this software suite, called Student Success Services, can be customized for use in K–12 classrooms.

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Spotlight

Age of Learning

Age of Learning is a leading education technology innovator based in Glendale, California, with a talented team of 500+ individuals comprised of nationally renowned educators, curriculum experts, designers, animators, engineers, and more. We develop engaging, effective digital learning technology and content to help children build a strong foundation for academic success.

Related News

Poly Introduces the Next Generation of Savi Wireless Headsets

Poly | September 18, 2019

Plantronics, Inc. (“Poly” – formerly Plantronics and Polycom) (NYSE: PLT), a global communications company that powers meaningful human connection and collaboration, today announced the next generation of the company’s lineup of popular Savi wireless headsets. The enhanced Savi Office and UC Series will offer more wearing styles, plus features to help with working in noisy office environments. “People will always need the ability to focus,” said Tamara Lane, director of product marketing, personal solutions, of Poly. “Open offices facilitate collaboration which is great for group problem-solving, but we all have our moments when we need to focus independently. The challenge is staying in the zone despite the buzz around you. We’ve updated our Savi 8200 Office and UC Series headsets to better address these needs.”

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See What People are Saying about the Poly Studio USB Video Bar

Poly | November 13, 2019

“The Polycom Studio is fantastic because it gives organisations access to the flexible huddle room environments they need, without asking them to deal with complicated tools and technology. The Polycom Studio is a powerful piece of equipment, but it’s not complicated or daunting. Unlike other solutions on the market today, it’s designed to simply fade into the background, providing support you can rely on, without the complexity.” Polycom Studio offers several advanced features that set it apart from competing, similarly priced products, such as active speaker tracking and background noise suppression. Polycom Studio is, in fact, dead simple to install. Audio quality was outstanding. Video quality was equally good. It brings surprisingly powerful conferencing tools to any room that has a monitor/tv and a computer. Under $1000, it’s an excellent solution for any organization needing access to video conferencing

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Poly Introduces Poly Studio X Series for Microsoft Teams at Microsoft Ignite 2019

Poly | November 04, 2019

Plantronics, Inc. (“Poly” – formerly Plantronics and Polycom) (NYSE: PLT), a global communications company that powers meaningful human connection and collaboration, will introduce video conferencing devices with a built-in Microsoft Teams experience at Microsoft Ignite 2019. The Poly Studio X Series, purpose-built, all-in-one video bars for Microsoft teams, will offer a native Teams meeting and calling experience and are among a host of Poly solutions built for Teams that the company will demonstrate at the show. The Poly Studio X Series consists of two new video bars designed for small rooms, the Poly Studio X30 and Poly Studio X50. The Poly Studio X Series are purpose-built appliances that will run the Teams application natively. The Studio X Series supports 4K Ultra high definition (UHD), advanced noise suppression and unmatched video production rules to improve all aspects of the meeting experience. Users can choose to control the Studio X Series with the new Poly TC8 touch screen.

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Poly Introduces the Next Generation of Savi Wireless Headsets

Poly | September 18, 2019

Plantronics, Inc. (“Poly” – formerly Plantronics and Polycom) (NYSE: PLT), a global communications company that powers meaningful human connection and collaboration, today announced the next generation of the company’s lineup of popular Savi wireless headsets. The enhanced Savi Office and UC Series will offer more wearing styles, plus features to help with working in noisy office environments. “People will always need the ability to focus,” said Tamara Lane, director of product marketing, personal solutions, of Poly. “Open offices facilitate collaboration which is great for group problem-solving, but we all have our moments when we need to focus independently. The challenge is staying in the zone despite the buzz around you. We’ve updated our Savi 8200 Office and UC Series headsets to better address these needs.”

Read More

See What People are Saying about the Poly Studio USB Video Bar

Poly | November 13, 2019

“The Polycom Studio is fantastic because it gives organisations access to the flexible huddle room environments they need, without asking them to deal with complicated tools and technology. The Polycom Studio is a powerful piece of equipment, but it’s not complicated or daunting. Unlike other solutions on the market today, it’s designed to simply fade into the background, providing support you can rely on, without the complexity.” Polycom Studio offers several advanced features that set it apart from competing, similarly priced products, such as active speaker tracking and background noise suppression. Polycom Studio is, in fact, dead simple to install. Audio quality was outstanding. Video quality was equally good. It brings surprisingly powerful conferencing tools to any room that has a monitor/tv and a computer. Under $1000, it’s an excellent solution for any organization needing access to video conferencing

Read More

Poly Introduces Poly Studio X Series for Microsoft Teams at Microsoft Ignite 2019

Poly | November 04, 2019

Plantronics, Inc. (“Poly” – formerly Plantronics and Polycom) (NYSE: PLT), a global communications company that powers meaningful human connection and collaboration, will introduce video conferencing devices with a built-in Microsoft Teams experience at Microsoft Ignite 2019. The Poly Studio X Series, purpose-built, all-in-one video bars for Microsoft teams, will offer a native Teams meeting and calling experience and are among a host of Poly solutions built for Teams that the company will demonstrate at the show. The Poly Studio X Series consists of two new video bars designed for small rooms, the Poly Studio X30 and Poly Studio X50. The Poly Studio X Series are purpose-built appliances that will run the Teams application natively. The Studio X Series supports 4K Ultra high definition (UHD), advanced noise suppression and unmatched video production rules to improve all aspects of the meeting experience. Users can choose to control the Studio X Series with the new Poly TC8 touch screen.

Read More

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