Toister Performance Solutions

AUGUST 10, 2023

You want your team to grow their customer service skills. The challenge is finding the right skills to focus on. There seems to be a million different ideas out there. Which ones are the most essential? My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Each of them has endless permutations and combinations, so they can be adapted to any situation.

Customer Service 95

Customer Service Scripts Personalization Feedback 95

Beyond Philosophy

AUGUST 10, 2023

Damien is “In A Pickle.” His organization’s delivery stats tell them that they’re doing quite well. But when they do customer survey data, the customers don’t think they are. So, Damien wants to know why there is a discrepancy. The problem here is perception. The internal perception is shipping is going great, but the customers’ perception isn’t.

Surveys 195

Surveys Education Sales Personalization 195

TechSee

AUGUST 10, 2023

TechSee, Brings AI Visual Service Automation to AWS Omnichannel Customer Experience New York, NY, August 10, 2023 — TechSee, a global leader in Visual Service Automation, has announced today it is working with Amazon Web Services (AWS) to support Amazon Connect, an easy-to-use omnichannel cloud contact center that provides superior customer service at a lower cost through the integration of TechSee’s artificial intelligence and augmented reality platform.

Average Handle Time 206

Average Handle Time Interactive Voice Response First call resolution Cloud contact 206

Cyara

AUGUST 10, 2023

Usage of conversational AI (artificial intelligence) and chatbots has significantly grown in almost all sectors over recent years. The financial and banking industry, in particular, has been at the forefront. According to a recent study by Forbes, 78% of adults in the United States now prefer banking via a website or mobile application. The pandemic and the increasing tech-savviness of modern bankers may likely have accelerated this trend.

Chatbots 128

Chatbots Banking 128

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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.

VirtualPBX

AUGUST 10, 2023

In today’s fast-paced business landscape, effective communication is paramount. Among the myriad of communication channels available, text messaging has emerged as a powerful tool for businesses to engage with their customers, clients, and employees. As we explore the realm of free business text message templates, we unveil a treasure trove of possibilities that can streamline operations, enhance customer experiences, and foster strong relationships across various industries.

Healthcare 98

Healthcare Call Center Accountability Surveys 98

Cisco - Contact Center

AUGUST 10, 2023

The constant evolution of the digital world has not only presented an abundance of opportunities, but also raised an equal amount of security challenges, ransomware being one of the most sinister.

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JivoChat

AUGUST 10, 2023

Are you looking for solid ways to boost ecommerce sales without draining your time and budget? Then you can’t afford to ignore the power of an ecommerce affiliate marketing strategy. From generating brand awareness to converting leads, affiliate marketing can help ecommerce businesses scale their sales generation efforts without sacrificing company resources.

Sales 75

Sales Marketing SaaS Construction 75

Cisco - Contact Center

AUGUST 10, 2023

If the rapid growth of artificial intelligence (AI) and the increasing need for security have you wondering how to make the best use of technology in learning, you’re not alone.

Technology 81

Technology Education 81

JivoChat

AUGUST 10, 2023

You can put all your time and effort into the hustle of bustle of the world of business, networking and growth, but you will only find success with one key thing: excellent customer service. Unsurprisingly, 90% of Americans use customer service as a factor in deciding whether to do business with a company and 89% of consumers are more likely to buy again after a positive customer service experience.

Customer Service 75

Customer Service Chatbots Morale Feedback 75

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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

Surveys

Cisco - Contact Center

AUGUST 10, 2023

Cisco Modeling Labs (CML) 2.6, the latest version of our premier network virtualization platform, is finally here. CML 2.

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LiveVox

AUGUST 10, 2023

What do race car drivers and solution engineers have in common? Paula Morton, VP of Sales Engineering at LiveVox and vintage motorsport aficionado, can explain the overlap pretty eloquently. Like any race driver worth their salt, the people in the driver’s seat of a software company need the technical chops required to keep control at […] The post Scaling Product, People, and Potential with LiveVox VP of Sales Engineering Paula Morton appeared first on LiveVox.

Engineering 70

Engineering Sales Customer Experience 70

Revation Systems

AUGUST 10, 2023

In today’s “digital age,” there is a paradigm shift in patient expectations. Did you know a 2022 study revealed that 55% of patients are willing to switch providers based on their communications expectations? Or that before the pandemic, 96% of patient complaints were customer service related? Given this backdrop, there is a need for improvements in various areas within a healthcare organization, including optimizing efficiency, providing more personalized experiences, streamlining patient c

Healthcare 62

Healthcare Chatbots Personalization Customer Service 62

Tethr

AUGUST 10, 2023

Learn how to improve your sales conversion rate using insights from Tethr, a conversation intelligence platform.

Sales 77

Sales 77

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.

Customer Experience

Cisco - Contact Center

AUGUST 10, 2023

Telemetry data holds the key to flawless, secure, and performant digital experiences Organizations need to build complete customer-centric environments that deliver superb, secure, personalized… Read more on Cisco Blogs

Customer centricity 52

Customer centricity Personalization Metrics 52

CSM Magazine

AUGUST 10, 2023

Calabrio, the workforce performance company, has appointed Dillon Nugent as Chief Marketing Officer (CMO). With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies. She joins Calabrio’s executive leadership team and will report to CEO, Kevin Jones. “Dillon’s vision and prowess around engaging customers and fueling business

Marketing 52

Marketing Customer centricity SaaS Coaching 52

Nuance

AUGUST 10, 2023

… Q&A: How one health system helps radiologists get more done in less time with PowerScribe One Read More » The post Q&A: How one health system helps radiologists get more done in less time with PowerScribe One appeared first on What’s Next blog.

Healthcare 52

Healthcare 52

CSM Magazine

AUGUST 10, 2023

Sabio Group , the digital customer experience (CX) transformation specialist, has announced it has been named as a supplier on Crown Commercial Service’s Network Services 3 (NS3) framework. This year’s framework, with its enhanced emphasis on ‘cloud first’ connectivity solutions and emerging technologies, such as the Internet of Things (IoT) and Smart Cities, aligns with Sabio’s progressive approach to digital transformation – providing an accessible and effec

Wireless 52

Wireless Government Technology Customer Experience 52

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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.

Self service

Back Office Centers

AUGUST 10, 2023

Data management and back office support are essential to your company’s overall operations. However, managing ordinary back-office activities can be a time and resource waster if your goal is to expand your company. Furthermore, back-office operations frequently account for 50% or more of total operational expenditures. Your company may succeed or fail depending on how well you handle your data and provide back office support.

outsourcing 52

outsourcing Calibration Banking Accountability 52

DMG Consulting

AUGUST 10, 2023

Real-Time Guidance Is Key to a Great Service Experience View this article on the publisher’s website. Real-time guidance (RTG) solutions are designed to advise and guide agents in resolving and handling service inquiries or closing a sale or collection. An RTG solution can provide pop-up alerts, callouts, notifications, or scripts when an agent is mistaken and says something wrong or takes an incorrect action; it can deliver information relevant to an inquiry, such as the last steps taken

Upselling 48

Upselling Scripts Average Handle Time Coaching 48

Cisco - Contact Center

AUGUST 10, 2023

IoT has come of age.

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DMG Consulting

AUGUST 10, 2023

MEDIA ALERT DMG Consulting Releases 2023 – 2024 Interaction Analytics for the Enterprise Report Sector experiencing the strongest growth in its 20-year history Who: DMG Consulting LLC, a leading provider of contact center and back-office market research and consulting services What: Releases 2023 – 2024 Interaction Analytics for the Enterprise Report When: Today, 3 August 2023 Where: Available at the DMG Consulting online store Background: DMG Consulting LLC , a leading provider of cont

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Consulting Consulting Enterprise Analytics 48

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

AWS Machine Learning

AUGUST 10, 2023

Amazon SageMaker is a fully managed machine learning (ML) platform that offers a comprehensive set of services that serve end-to-end ML workloads. As recommended by AWS as a best practice , customers have used separate accounts to simplify policy management for users and isolate resources by workloads and account. However, when more users and teams are using the ML platform in the cloud, monitoring the large ML workloads in a scaling multi-account environment becomes more challenging.

Scripts 78

Scripts Accountability Metrics APIs 78

DMG Consulting

AUGUST 10, 2023

Question: How do interaction analytics solutions determine emotion or sentiment in conversations? Answer: Emotion detection and sentiment analysis in interaction analytics (IA) solutions examine events in live or recorded conversations and extract insights from the nuances in verbal and written communications. This is performed by analyzing linguistic, acoustic, or interaction events, or a combination of the three, occurring during the conversation.

Analytics 48

Analytics Consulting Consulting Metrics 48