Trending Articles

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Key contact center metrics you should be tracking

CCNG

There are five key performance indicators you should track to make sure your contact center operations are aligned with customer expectations. There are myriad metrics and indicators that an organization can monitor to measure contact center performance. And while each has its place and can add more detail to a big picture view, the following five are the best for signaling if contact center operations are aligned with customer expectations and that the levels of service being provided by your

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Why engaging HR, Finance, Legal, and IT to embrace the customer is vital!

Beyond Philosophy

One of my clients has done an excellent job in the last couple of years improving their customer experience. However, much of it was the easy stuff and hasn’t had the breakthrough effect they hoped to get. I wasn’t surprised by this problem, and I will explain why in this issue. It is critical to mention that my client has done an excellent job prioritizing.

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Easy Is in the Eye of the B̶e̶h̶o̶l̶d̶e̶r̶ User

ShepHyken

I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.

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How do I get the whole organization to truly embrace the customer?

Beyond Philosophy

My client is disappointed with their results. Their experience improvement efforts have been successful, but not as wildly successful as they had hoped. When my client shared this with me on a recent call, I was neither surprised nor perplexed about what was going on with them. Getting the whole organization to embrace the customer requires more than most organizations think.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Challenges impacting the credit and collections industry

Callminer

Frank Sherlock, CallMiner's VP of International, explores how data and technology can help overcome challenges faced in the credit and collections industry.

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Driving Change: Fairways for Families 2023

Real Blue Sky

Just wrapped up the Fairways for Families golf tournament, presented by Real Blue Sky, and we’re still riding the high of what we’ve achieved. As a long-time supporter and board member of Embrace Texas , Bryant Richardson was inspired to see about 100 golfers come together for this cause. This event isn’t just about the love of the game; it’s Embrace’s main fundraiser, pivotal in supporting their mission.

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How a Simple Search Bar Creates a Better Customer Experience

ShepHyken

Top Takeaways: Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company’s website and use the search bar to find information, the technology behind it can provide relevant and helpful results, making it easier to get the answers they need. Searching on the internet used to be about using keywords, but now it’s smarter!

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How real-time agent guidance enhances customer experience

Callminer

Read this blog to learn how real-time guidance allows customer service agents to optimize the time they spend with customers by receiving in-the-moment suggestions to improve an interaction.

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Elevate your self-service assistants with new generative AI features in Amazon Lex

AWS Machine Learning

In this post, we talk about how generative AI is changing the conversational AI industry by providing new customer and bot builder experiences, and the new features in Amazon Lex that take advantage of these advances. As the demand for conversational AI continues to grow, developers are seeking ways to enhance their chatbots with human-like interactions and advanced capabilities such as FAQ handling.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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‘Start Here’ for Lifecycle Practice optimization

Cisco - Contact Center

Every business is looking to grow, but how they accomplish that, and differentiate themselves against competitors, depends on the journey that they create for their customers.

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Easy Is in the Eye of the B̶e̶h̶o̶l̶d̶e̶r̶ User

ShepHyken

I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.

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What’s a marketer’s most powerful tool? Surprisingly, it’s regret!

Beyond Philosophy

Every time I turn my television on, I regret it. Is it the programming? Is productivity wasted? Wistful feelings of stardom never pursued? No. I regret buying my Sony TV. The menu system is not very intuitive. It’s slow. The settings seem to change without warning. This bloody thing drives me around the bend. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

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How Pharmacies Get Medications from Distributors

Joe Rawlinson

The process of obtaining medications from distributors is a crucial but often overlooked aspect of pharmacy operations. Although patients only see the end result of receiving their prescription drugs, the journey those medications take from manufacturer to distributor to pharmacy is complex. Understanding how pharmacies acquire the medications they dispense can provide valuable insight for pharmacy owners and staff.

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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Drive hyper-personalized customer experiences with Amazon Personalize and generative AI

AWS Machine Learning

Today, we are excited to announce three launches that will help you enhance personalized customer experiences using Amazon Personalize and generative AI. Whether you’re looking for a managed solution or build your own, you can use these new capabilities to power your journey. Amazon Personalize is a fully managed machine learning (ML) service that makes it easy for developers to deliver personalized experiences to their users.

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Active Listening for Contact Center Agents: 5 Examples

Fonolo

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. They want answers to questions, speedy service, the opportunity to solve their own problems quickly using self-service, and the option to talk to an agent when the going gets tough. ( Call-backs are great for bridging the gap between self-service and live calls, by the way

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Top 5 Customer Service & CX Articles for Week of November 27, 2023

ShepHyken

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. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument.

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With appreciation and gratitude at Thanksgiving.

Bill Quiseng

Print Happy Thanksgiving to everyone! Today, for those of us in or from the United States, we celebrate Thanksgiving. So I want to take this opportunity to express my appreciation and gratitude for the many who helped me as I recover. Some of you may know that I suffered a stroke in April 2021. When I retired, I was planning to be a customer CARE speaker and then everything went south.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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Transforming career development through AI

Cisco - Contact Center

The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities.

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Boost inference performance for LLMs with new Amazon SageMaker containers

AWS Machine Learning

Today, Amazon SageMaker launches a new version (0.25.0) of Large Model Inference (LMI) Deep Learning Containers (DLCs) and adds support for NVIDIA’s TensorRT-LLM Library. With these upgrades, you can effortlessly access state-of-the-art tooling to optimize large language models (LLMs) on SageMaker and achieve price-performance benefits – Amazon SageMaker LMI TensorRT-LLM DLC reduces latency by 33% on average and improves throughput by 60% on average for Llama2-70B, Falcon-40B and CodeLlama-34B m

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How to Reduce Latency on Your VoIP Calls

Cyara

Unfortunately, poor quality voice over internet protocol (VoIP) calls are often a result of high-levels of latency, and even the slightest delay may be noticeable.

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Trends shaping The Forrester Wave™: Customer Success Platforms report

Totango

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion.

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AI in Contact Centers: Navigating the Future of CCaaS with AI that Matters

Experience the transformative power of AI in customer service! Discover how AI-driven contact centers revolutionize interactions, streamline operations, and deliver hyper-personalized experiences. We will explore three different ways that AI can optimize the operations of a contact center: The Role of Conversational AI in Self-Service Supporting Contact Center Agents with Agent Assist AI Empowering Contact Center Supervisors with Performance AI We will also look to the future of AI in the contac

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Total Experience Strategy: Everything in the Contact Center Altogether, All At Once

BlueOcean

The fact that silos are the enemy of business success is nothing new. That they happen anyway is one of the biggest business challenges a leader must navigate. At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

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Cisco Wins the AWS Global ISV Partner of the Year Award!

Cisco - Contact Center

I’m thrilled to announce that Cisco has been recognized as the AWS Global ISV Partner of the Year for 2023, a testament to our outstanding ability to collaborate and innovate.

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Learn how to assess the risk of AI systems

AWS Machine Learning

Artificial intelligence (AI) is a rapidly evolving field with the potential to improve and transform many aspects of society. In 2023, the pace of adoption of AI technologies has accelerated further with the development of powerful foundation models (FMs) and a resulting advancement in generative AI capabilities. At Amazon, we have launched multiple generative AI services, such as Amazon Bedrock and Amazon CodeWhisperer , and have made a range of highly capable generative models available throug

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Crafting Effective Customer-Centric Strategies in Financial Services

LiveVox

Customer-centricity is the cornerstone of any successful business strategy, especially in the financial services sector. The integration of AI and automation in financial services has revolutionized how institutions engage with and serve their customers. Let’s explore five key strategies that leverage AI and automation to enhance customer support in the financial services industry. 1.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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The next generation: Leveraging customer success to drive value

Totango

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango. In a recent episode of The Digital Customer Success Podcast , Totango’s SVP of Customer Success, Chris Dishman had an insightful conversation with host Alex Turkovic about digital customer success (CS) hot topics, including health sc

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7 Must-Haves When Choosing Your CX Monitoring Solution

Cyara

Choosing a reliable CX testing and monitoring solution for your communication infrastructure is absolutely essential. In fact, without monitoring and solutions that provide a clear picture, it's hard to imagine a functional system that constantly improves.

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Building a greener tomorrow: the power of partnerships

Cisco - Contact Center

Co-authored by Ilham Rahali, Head of Commercial Partnerships at Orange Business, and Pascal Allochon, Partner Sales Leader at Cisco in France.

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