Vistio
JULY 24, 2023
Watch the full podcast here: Or click here to just listen to the audio. It seems everyone is hyper-focused on cutting costs in the call center, and the latest advancements in AI are tempting many to replace their agents completely. But what if there were a way where AI and agents could be trained together for the betterment of the agent and customer experience?
Callminer
JULY 24, 2023
Learn more about patient experience, and why it is a critical part of healthcare that allows providers to better understand how patients feel about their care.
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ShepHyken
JULY 24, 2023
Top Takeaways: Customers have so many options and want to get the best out of the money they spend. Since there are many options for companies offering more or less the same services, customer support becomes the differentiator. It comes down to how easy it is to communicate with a business and how delightful the experience is. In the 80s, the White House commissioned the Technical Assistant Research Program to conduct a study on customer experience.
TechSee
JULY 24, 2023
No More Hold Music If your world is the call center and customer service, every second counts. The moments customers spend on hold shouldn’t be wasted. They hold immense potential for you not only to capture crucial information but also to turn the dreaded hold time into a positive customer experience. Embracing this philosophy, TechSee’s Visual Journeys simple integration with your Interactive Voice Response (IVR) platform and Customer Relationship Management (CRM) system can revolu
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Cisco - Contact Center
JULY 24, 2023
July is Disability Pride Month, a time to celebrate and honor the diversity within the disability community, reflect on challenges that people with disabilities are facing, and inspire action to make… Read more on Cisco Blogs
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
LiveVox
JULY 24, 2023
Effective customer engagement is the key to success for any business process outsourcing (BPO) company. However, many BPOs unknowingly fall into common pitfalls that hinder their customer engagement efforts. In this article, we’ll explore the five signs that indicate your BPO strategy might be going wrong when it comes to customer engagement. By identifying and […] The post What’s The Problem With Your BPO Strategy?
AWS Machine Learning
JULY 24, 2023
When deploying Deep Learning models at scale, it is crucial to effectively utilize the underlying hardware to maximize performance and cost benefits. For production workloads requiring high throughput and low latency, the selection of the Amazon Elastic Compute Cloud (EC2) instance, model serving stack, and deployment architecture is very important.
Cisco - Contact Center
JULY 24, 2023
Starting down a sustainability path can seem daunting for public sector organizations, but this journey is imperative for the future success of their operations as well as the well-being of our… Read more on Cisco Blogs
AWS Machine Learning
JULY 24, 2023
This blog post was co-authored, and includes an introduction, by Zilong Bai, senior natural language processing engineer at Patsnap. You’re likely familiar with the autocomplete suggestion feature when you search for something on Google or Amazon. Although the search terms in these scenarios are pretty common keywords or expressions that we use in daily life, in some cases search terms are very specific to the scenario.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Nicereply
JULY 24, 2023
“What are partnerships and how do they tend to work in a customer experience context?” Customer expectations are high when contacting support. In many cases, an agent needs to understand the ecosystem their products are in and not just the product they support. If you integrate into a tool, or claim to have domain expertise in a given industry, expectations can rise rapidly.
Kapta Customer Success
JULY 24, 2023
Key accounts represent up to 70% of your company’s revenue. So, losing just one of these top-tier accounts can have a huge impact on your business and its ability to grow. You lose the revenue stability and growth potential of the key account, as well as a valued advocate, referral source, and market intelligence.
Abby Connect
JULY 24, 2023
The world has become increasingly technology-driven, with most businesses now using digital platforms, automation, business answering services, and other similar solutions to streamline their operations.
CSM Magazine
JULY 24, 2023
Creating a membership website can be a great way to generate recurring revenue and build a loyal audience for individuals and businesses alike. Whether you’re launching an online course, creating exclusive content for members only, or selling products and services, a membership website offers a wide range of benefits that could contribute to your long-term success.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Blueship Call Center
JULY 24, 2023
Email support is a vital component of customer service that requires correct management to maintain the quality of service. Email support outsourcing services have various advantages, including quick accessibility, better customer experience, respect and decorum. Email is a key means of communication that most people have access to. However, controlling it may be time-consuming.
CSM Magazine
JULY 24, 2023
Workers’ compensation insurance is vital for small businesses. Without coverage, owners face risks and liabilities. Workplace accidents can lead to financial burdens. In this blog post, we explore the rules and regulations of workers’ comp insurance, helping small business owners understand the importance of compliance and the benefits of providing adequate coverage for their employees.
ShepHyken
JULY 24, 2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Retailers’ Attempts To Dissuade Returns May Impact Brand Loyalty by Alicia Thorpe (RetailWire) The tension between retailers and shoppers is growing, and it’s because of returns.
SmartKarrot
JULY 24, 2023
Kanban and Scrum are both project management techniques that emphasize continuous improvement and completion of projects in small increments. They, however, employ different processes to achieve these goals. While the former is basically hinged on visualizing tasks to ensure a seamless workflow, the latter is more about assigning roles and managing deadlines for all delivery cycles.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
ChurnZero
JULY 24, 2023
Here’s a list of ChurnZero’s major product releases in Q2 of 2023. Sharpen your customer engagement with customizable templates The Launchpad is a library of pre-built, customizable templates that ChurnZero users can grab and use to build processes throughout the post-sales customer journey. Templates are curated by customer success experts and highlight data-driven best practices for customer engagement and collaboration.
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