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How to Understand Your Customers Hidden Motivations to Gain ROI Sub Title: Master Class Part 7: Unlocking the Psychology of Customer Experience

Beyond Philosophy

Customers can tell you why they do something, But they might be wrong. It’s not that customers are stupid. No, it is quite the contrary. Customers’ thinking and decision-making are complicated; multiple things happen simultaneously. Sometimes, the reason customers do things is hidden, even from the customers themselves. In our penultimate masterclass episode, we explore how you can get at these hidden motivations when designing a Customer Experience that surprises and delights cust

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Celebrating Artificial Intelligence, Its History and Evolution

Cisco - Contact Center

Artificial Intelligence (AI) Appreciation Day, celebrated on July 16th every year, recognizes the positive contributions of AI technology to humanity and encourages discussions about its ethics. This event is an opportunity to celebrate AI's history and evolution, with Cisco playing a significant role.

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5 Contact Center Technical Trends

CCNG

Introduction Contact Centers are transforming rapidly to meet the demands of a digital age. Navigating through technological advancements and shifting customer expectations, staying updated with the latest trends is no longer a luxury—it’s a necessity. The past year alone has witnessed remarkable changes, from the rise of generative AI to innovative tools empowering both agents and supervisors.

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Extracting valuable insights with text analysis

Callminer

Text analytics is the process of extracting data from written texts to understand customer behavior and thoughts, aiming to improve customer experience. Read this blog to learn more.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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AI CoPilots Are Incremental, AI Agents Are The Real Breakthrough

TechSee

The initial promise of artificial intelligence was intriguing: machines capable of augmenting human tasks, enhancing productivity, and optimizing operations. As we stand on the cusp of a new era, the real breakthrough for AI lies not in merely augmenting our existing staff but in fully automated AI agents. AI agents will free valuable resources from mundane tasks.

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How Mixbook used generative AI to offer personalized photo book experiences

AWS Machine Learning

This post is co-written with Vlad Lebedev and DJ Charles from Mixbook. Mixbook is an award-winning design platform that gives users unrivaled creative freedom to design and share one-of-a-kind stories, transforming the lives of more than six million people. Today, Mixbook is the #1 rated photo book service in the US with 26 thousand five-star reviews.

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QUI TAKEAWAY: Practice does not make perfect. Perfect practice makes perfect … for your customers. Don’t be just good. Be GREAT out there!

Bill Quiseng

QUI TAKEAWAY: Customers pay for their experience, not your product or service. The customer’s best value in their experience is one that is “just perfect.” Practice does not make perfect. Perfect practice makes perfect … for your customers. Don’t be just good. Be GREAT out there!

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Meet Rojel Lunzaga: SVC’s First Titan of Excellence in Facilities and Safety

Select VoiceCom Blog

Select VoiceCom named Rojel Lunzaga the SVC Titan of the Month for June. He was the first-ever top performer to receive this prestigious award for his outstanding performance and dedication in the Facilities and Safety department. Rojel lived up to the title of the best among the rest, as he rose above the steep competition. This impressive mark only proved that he’s a talented and committed employee who contributed greatly to SVC’s success.

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8 AI Capabilities to Look for in a Contact Center Solution

Enghouse Interactive

Explore the top Talkdesk alternatives in the CCaaS market. Discover why Enghouse stands out with its robust features, affordability, and exceptional support. This guide offers an in-depth comparison to help you choose the best CCaaS solution for your needs.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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What is the Difference Between Hot Calls and Cold Calls?

SQM Group

Mastering the art of both hot calls and cold calls can significantly enhance the overall customer service within a call center.

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Streamline generative AI development in Amazon Bedrock with Prompt Management and Prompt Flows (preview)

AWS Machine Learning

Today, we’re excited to introduce two powerful new features for Amazon Bedrock: Prompt Management and Prompt Flows, in public preview. These features are designed to accelerate the development, testing, and deployment of generative artificial intelligence (AI) applications, enabling developers and business users to create more efficient and effective solutions that are easier to maintain.

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Maintaining Digital Compliance with the PCI DSS 4.0

Cisco - Contact Center

Cisco plays a pivotal role in the evolution and implementation of the PCI DSS 4.0.1 standards, offering a suite of compliant products and advisory expertise to assist customers in navigating the significant security updates and phased rollout through March 2025.

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How Many Answering Service Minutes Will My Business Need?

Ambs Call Center

So, you've probably been shopping for an answering service, and you keep seeing the term "minutes". Sure, you get that its referring to how many minutes you use monthly for when you answer a call. But, while the idea is simple, figuring out just how many minutes of service you'll need can be a bit trickier. And what are the other factors that would increase or decrease the number of minutes you use?

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Reimagine Your Communications With A Unified Platform

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.

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Shopify Vs Shopify Plus: Which One Is Right for You?

OctopusTech

Shopify and Shopify Plus are two robust ecommerce platforms that help businesses build and manage online stores. While they share some similarities in features and functionality, there are some key differences between the Standard Shopify platform and Shopify Plus tailored for high-volume merchants. Understanding these differences can help you determine which platform makes the most sense for your ecommerce business.

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5 Keys to a Successful Business

VirtualPBX

Starting a business is an exciting venture, but ensuring its success requires more than just a great idea. It involves strategic planning, effective communication, and a dedicated team. In this blog, we will explore the keys to a successful business. From choosing the right business phone number to developing a robust marketing plan, these foundational elements will help guide you on the path to business success.

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Activate a customer-led growth strategy to fuel expansion

Totango

“Traditionally, customers have focused on acquisition. When money was a little cheaper, it was easy to throw money at the problem and grow at all costs. But, what we’ve found over the last year – in a real painful way – is that it’s no longer working.” – Chris Dishman , Senior Vice President of Customer Success, Totango + Catalyst For years, SaaS leaders thought new customer acquisition was the fastest way to grow.

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The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

BlueOcean

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. But doing it all in-house also comes with its pain points, and, if customer care is looked at internally as just a necessary service function for your true core competency/offering, it is possible you’re selling your customers short, when it comes to service.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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AI and Call Centers—Everything You Need to Know

Ambs Call Center

You're probably aware that the customer service landscape is changing by the second. The need for a cheaper, more efficient, and consistent customer service solution grows greater every day, but what if that solution is already here ?

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Cisco Black Belt Academy Unveils Enhanced Support Tracks

Cisco - Contact Center

The refreshed Support Track content for FY24 is designed to provide Cisco partners with a structured, comprehensive learning path that addresses both foundational and advanced support needs.

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Could Better Planning Be the Key to Your Generative AI Implementation? 

Concentrix

Discover how planning can ensure your next generative AI implementation is a success. Learn strategies from our experts in this short video.

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Use customer interaction data for better CX

Tethr

Discover how to enhance the customer experience by using data from every customer interaction channel for actionable insights and better service.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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AVOXI’s Managed Porting Service: Streamlining Global Number Transfers for Large Porting Projects

Avoxi

AVOXI's Managed Porting Service: Streamlining Global Number Transfers for Large Porting Projects For companies that rely on phone-based customer service, sales, or support, their phone numbers are often tied to their brand identity and to delivering exceptional customer experience. As such, when a business switches voice providers, ensuring a smooth transition of these numbers is… The post AVOXI’s Managed Porting Service: Streamlining Global Number Transfers for Large Porting Project

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Amazon Introduces New AI Chatbot ‘Rufus’ for US Consumers

CSM Magazine

Amazon has rolled out Rufus, an AI chatbot now available to shoppers across the US, through the Amazon mobile app. Rufus’ proficiency is built upon Amazon’s extensive product catalog, customer feedback, and a range of public data available online. Amazon suggests you turn to Rufus when you’re got questions about a product, and he’ll provide you with the lowdown to make an informed purchase.

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How to Optimize Remote Work

Cisco - Contact Center

Simplify Your Remote Work Security and Systems with These 5 Tips If you frequent our blog, you know how often we talk about remote work and how it’s here to stay.

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7 Proven Strategies to Smash Your Outbound Sales Dialing Targets with Nobelbiz

NobelBiz

Outbound sales dialing can be challenging, but with the right strategies and tools, you can significantly improve your results. At NobelBiz, we provide a range of solutions designed to help contact centers optimize their operations and maximize their dialing effectiveness. In this article, we’ll explore 7 Proven Strategies to Smash Your Outbound Sales Dialing Targets with Nobelbiz 1.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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A-Team Celebrates Bestie Day with Magical Film Screening at Shangri-La Plaza 

Acquire BPO

Mandaluyong City, PH – The A-Team celebrated Bestie Day with a delightful film screening held at the Shangri-La Plaza in Mandaluyong City on May 18, 2024. The HR Business Partner (HRBP) team of Acquire BPO Philippines organised the event, featuring a screening of the heartwarming film “IF.” The movie tells the enchanting story of a girl who embarks on a magical adventure to reconnect forgotten imaginary friends with their kids after discovering she can see everyone’s imaginary companions.

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The Importance of Converting Referrals in Healthcare and the Role of Proper Engagement Strategies

Zappix

In the dynamic healthcare landscape, patient referrals play a critical role in maintaining the continuity of care and ensuring optimal patient outcomes. Referrals are essential for guiding patients to the appropriate specialists, services, and follow-up care necessary for their specific health needs. However, the effectiveness of a hospital’s referral conversion process significantly impacts patient health outcomes and the institution’s financial health.

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How to Ensure Your Contact Center Does Not Breach Privacy Rules

CSM Magazine

In the digital age, where data is a valuable currency, maintaining customers’ privacy has never been more critical. With increased scrutiny from regulatory bodies and the recent lawsuite against Talkdesk Customer Patagonia, businesses need to ensure that their contact centers are compliant with privacy laws. Here’s our guide on how to protect your contact center from breaching privacy rules.