Brad Cleveland Blog

JULY 27, 2023

Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and sometimes even dread. The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland.

Coaching 49

Coaching Customer Service Quality management Contact Center 49

Beyond Philosophy

JULY 27, 2023

Authenticity is an essential part of an experience. However, authenticity is more complicated than you might think at first. We are discussing authenticity here because one of our podcast listeners asked us to discuss it. They are struggling with it in their experience and want advice on authenticity. Now, it seems simple. If you want to be authentic, then…be authentic.

Customer centricity 195

Customer centricity Personalization 195

kommunicate

JULY 27, 2023

Last Updated on July 27, 2023 Google, Microsoft, OpenAI and Anthropic… 4 of the biggest names in the AI space. One alliance. The Frontier Model Forum. That’s right – the competitors have come together to create what Google is calling the Frontier Model Forum, in an announcement made yesterday. What is the forum about? Why [.] The post Frontier Model Forum – Hitting The Brakes On Building ‘Superintelligence’ appeared first on Kommunicate Blog.

Customer Support 97

Customer Support 97

SQM Group

JULY 27, 2023

Learn how you compare to industry peers, the call center industry average, and world-class performers for the top call center benchmarks and industry standards.

Benchmark 89

Benchmark Call Center industry standards 89

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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.

Comm100

JULY 27, 2023

Dyslexia should be a massive consideration in education, and making learning more accessible for those suffering from the disorder should be a priority for educational institutions. According to The Yale Center for Dyslexia, this condition impacts 20% of the American population and represents 80-90% of all learning disabilities in the country. But despite its prevalence, not enough has been done within education to facilitate successful academic careers.

Education 80

Education Technology Chatbots Personalization 80

Cisco - Contact Center

JULY 27, 2023

Earlier this year, we wrote about how Cisco Talos is seeing an increase in the rate of high-sophistication attacks on network infrastructure.

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SharpenCX

JULY 27, 2023

A blog post and message from Sharpen’s New Chief Executive Officer, Charlie Newark-French. At SharpenCX we believe that software exists to serve people. I joined Sharpen as CEO because of the mission oriented team and the cutting edge solution that team has been able to build. Our Logic+ platform allows our customers to build advanced self service solutions.

Self service 67

Self service Contact Center Abandon rate Average Handle Time 67

JivoChat

JULY 27, 2023

Any eCommerce site owner needs to have excellent images of the products they sell in order to entice customers to buy. Whether you’re taking the photos yourself or altering images provided by the manufacturer, editing them will be necessary before including them on product pages. Here’s how to do this successfully. Understanding the Importance of Quality Product Photos In the realm of eCommerce, quality product photos hold a pivotal place.

Marketing 75

Marketing Management 75

Cisco - Contact Center

JULY 27, 2023

Visiting Scandinavia and many of its institutions is like opening a window into the future, particularly when it relates to sustainability, energy, healthcare, digital innovation and start-ups.

Healthcare 75

Healthcare Education 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

Global Response

JULY 27, 2023

Maintaining brand consistency creates many benefits: strengthens customer loyalty and builds trust improves customer experiences and supports retention makes your brand more memorable increases positive brand perception and affinity builds authority and helps your brand stand out from competitors So how do you achieve these benefits for your team? Believe it or not, your call center plays a crucial role.

Call Center 62

Call Center Scripts Multi-channel support Feedback 62

Cyara

JULY 27, 2023

Find out how Lucy's experience with an airline's chatbot left a lot to be desired, and how testing could have averted this disappointing experience.

Chatbots 67

Chatbots Airlines Customer Experience 67

SharpenCX

JULY 27, 2023

Discover strategies for enhancing self-service options and optimizing agent effectiveness to build the contact center of tomorrow.

Self service 67

Self service Contact Center Contact center software Cloud contact 67

Concentrix

JULY 27, 2023

Learn how to make the shift from pushing products to deepening relationships to achieve customer primacy through customer loyalty in banking.

Banking 62

Banking 62

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

JULY 27, 2023

The momentum of the Cisco and Microsoft collaboration only continues to increase.

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Balto

JULY 27, 2023

Contact center AI solutions are certainly not new, but the recent boom in AI interest does have people talking. But while contact center leaders are considering AI and may be rushing to implement it now, it will take time to actually get it right. A few weeks ago, we talked with analyst and industry expert Blair Pleasant about the growth of artificial intelligence in contact centers.

Contact Center 52

Contact Center Call flow Interactive Voice Response Metrics 52

Cisco - Contact Center

JULY 27, 2023

Across Cisco, hundreds of teams host interns in every function of the business. Internships help attract early-in-career talent that brings new skills and diversity to the workforce.

Customer Experience 52

Customer Experience 52

Call Experts

JULY 27, 2023

A customer service call center serves as the backbone of a company’s customer service operations, providing a centralized hub where all customer inquiries, requests, and concerns are addressed efficiently and effectively. By leveraging the expertise of skilled customer service agents, businesses can elevate their customer service standards to new heights.

Call Center 52

Call Center Customer Service Multichannel Abandon rate 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

Cisco - Contact Center

JULY 27, 2023

Across Cisco, hundreds of teams host interns in every function of the business. Internships help attract early-in-career talent that bring new skills and diversity to the workforce.

Customer Experience 52

Customer Experience 52

CSM Magazine

JULY 27, 2023

If you are looking for good customer service at a casino in India it would provide prompt and helpful responses to customer inquiries, ensure that all transactions are secure and transparent, and offer a variety of convenient payment and withdrawal methods. Having chosen a platform, each user wants to be sure that they did not make a mistake with their choice of online casino.

Customer Service 52

Customer Service Accountability Banking Personalization 52

Cisco - Contact Center

JULY 27, 2023

This post was authored by Vaibhavi Chauhan, a recent technical intern in Engineering.

Engineering 52

Engineering 52

Brad Cleveland Blog

JULY 27, 2023

Athletes often describe their best coaches as mentors and supporters that pushed them to be their best. Unfortunately, that’s not always the case with customer service coaching. Many employees face coaching with nervousness and sometimes even dread. The good news is research shows that employees want to know … Continue reading → The post Building Trust and Empowerment with Customer-Focused Coaching appeared first on Brad Cleveland.

Coaching 26

Coaching Customer Service Quality management Contact Center 26

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

SmartKarrot

JULY 27, 2023

Customer success conversations are key for all businesses as they foster healthy customer relationships, drive customer satisfaction, provide valuable insights and uncover revenue opportunities, and facilitate continuous improvement. Prioritizing such conversations helps businesses walk towards long-term success. Considering the importance of these conversations, it is important to make them as impactful and as relevant as possible.

Entertainment 10

Entertainment Upselling Best practices Accountability 10