Tue.Jan 24, 2023

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Could ChatGPT Herald the Next Stage for CX AI Adoption?

CSM Magazine

Joe O’Brien, Global Corporate Communications Manager at Sabio Group , takes a close look at the conversational AI tool, ChatGPT. Over the last few weeks, you would have heard lots of noise about ChatGPT, the new model for conversational AI that was launched by OpenAI – the AI research and deployment company – at the end of November. What is particularly striking about ChatGPT is that it took just five days to reach one million signed-up users, and it’s estimated that figure may alrea

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Amazing Business Radio: Paulo Almeida


Faster Service Without Sacrificing Satisfaction Delivering Personalized Support with Technology Shep Hyken interviews Paulo Almeida, CEO & Co-Founder of Clientscape , a company that helps support agents seamlessly manage customer interactions across multiple channels. He talks about how companies can adapt to changing customer expectations by leveraging data and analytics.


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Apologies Are Great. But Actions Are Needed.

Contact Center Pipeline

When the customer experience (CX) fails, both the product and the service, but critically the customer service (see my recent blog No Excuses for Poor Disaster CX), there are essential steps to take to ensure an improved CX the next time. These are: Apologize to the customers.

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Optimizing AHT During a Visual Engagement Session


Visual engagement is a proven strategy to improve call center performance, especially as it relates to two key metrics: 1) First call resolution (FCR) : The percentage of customers that achieve resolution during their first contact, with no further action required and 2) Average handle time (AHT) : The amount of time it takes to resolve an issue from start to finish, including time on hold.

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The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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Webex Contact Center as a Service Available Through Technology Service Brokers

Cisco - Contact Center

I am extremely proud that over the past year, Cisco unlocked a new route to market to sell turnkey Software as a Service (SaaS) solutions. Forming partnerships with Technology Service Brokers Telarus and Intelisys has enabled thousands of agents and traditional Cisco partners to capture the opportunity offered by Cisco Unified Communications. As a result, we are delivering faster customer outcomes at a lower cost with solutions like Webex Meetings, Messaging, Calling and select devices.

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6 Online Marketing Courses


Whether you are a marketing professional who wants to enhance your skills or someone who doesn’t have any experience with marketing, there are several online marketing courses available for different needs. You can make them without leaving home, and still learn essential skills about how to promote brands and businesses online, for example. Nowadays, millions of people all around the world use the internet to find products and services, which turned digital marketing into a very popular

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Top Competitors of Tata Communications for Enterprise Voice


Top Competitors of Tata Communications for Enterprise Voice Your communications and connection reliability reflect upon your business as a whole. Poor voice quality has been found to lead to as much as a 27% increase in Average Handle Time (AHT) among contact center agents, which can negatively impact an enterprise business’s customer experience and revenue. … The post Top Competitors of Tata Communications for Enterprise Voice appeared first on AVOXI.

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Interaction Analytics Helps Companies Hear their Customers

DMG Consulting

Interaction Analytics Helps Companies Hear their Customers View this article on the publisher’s website. INTERACTION analytics (IA) is a must-have solution for enterprises that want to understand and enhance their customer experience. These solutions convert unstructured recorded and live-stream audio and digital customer conversations into transcripts and structured output files that can be categorized, searched, and analyzed.

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Is Customer Experience Changing the Healthcare Industry?


Through seemingly endless quarantine periods and citywide mandates, it’s all too easy to feel as if time has stood still for the past two years. On an individual level, perhaps that’s not entirely untrue. But, for the global health industry - as contagions spread and hospitals faced unprecedented demand - the coronavirus pandemic has been a period of forced, rapid transition.

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How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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How to measure the Efficiency of a CRM Strategy in Contact Centers


NobelBiz | Blog How to measure the Efficiency of a CRM Strategy in Contact Centers Published on 24. January 2023 Customer Relationship Management (CRM) is a strategy businesses use to manage interactions with existing and potential customers. CRM aims to improve customer satisfaction and loyalty [.] The post How to measure the Efficiency of a CRM Strategy in Contact Centers appeared first on NobelBiz®.

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Crisis Management – How to Prepare for the Worst

Anexa BPO

Businesses always face the possibility of experiencing a crisis that could significantly impact their operations and reputation. Crises could range from natural disasters and cyber-attacks to financial scandals and public relations mishaps. Therefore, it’s essential to have a crisis management plan in place to minimize the negative impact of any crisis.

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How CX Insights From Automated Tagging of Support Tickets Help Product Managers

CSM Magazine

In this article, Palak Dalal Bhatia, CEO and Founder of IrisAgent, explains how AI-powered automated tagging can provide a reliable source of customer feedback for Product Managers. Product Managers are primarily responsible for identifying customer needs and the larger business objectives that their product or feature will fulfill. They articulate what success looks like for their product, and lead cross-functional teams to turn that vision into a reality.

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Telemarketing Software: Features, Benefits, and Implementation


Telemarketing Software: Features, Benefits, and Implementation When the concept of telemarketing began in the 1950s, telephonists, or switchboard operators as they were known back then, used traditional phone systems to call prospects. Before speaking with any live person, they would usually waste around one minute dialing the number manually and waiting for the call to get connected.

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Improve Contact Center Outcomes with Key Insights

Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

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Crypto Slot Volatilities: The Necessities Gamers Must Know

CSM Magazine

Discussing online crypto casinos without reference to slot machines is difficult. This classic casino game has been taken to the internet in various innovative, creative, and entertaining ways players can imagine. Mobile slots, multi-pay line slots, megacasinos, and progressive slots are just a few of the many kinds available. Whatever sort of slot machine online casino participants select, one essential element that affects their selection is the game’s volatility.

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Call Recording: Definition, Purpose, and Tips


We always look for better ways to measure and control the performance of our workers, because they are the people who are responsible for the final result. Even though there are numerous customer service metrics to find out if everything is fine with your call center performance, or, vice versa, if something goes wrong, our industry strongly depends on the human factors - skills, knowledge, and energy of call center reps.

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Stirling Electrical Transforms with BigChange Mobile Working Tech

CSM Magazine

A BigChange job management system is helping electrical contractor Stirling Electrical Services improve efficiency and transform business performance. An electrical and security system company, carrying out domestic and commercial work across Scotland, Stirling Electrical replaced a number of disconnected systems with the all-in-one solution from BigChange.

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Building the “Frictionless” Organization—an Interview with Bill Price

Brad Cleveland Blog

Bill Price is a longtime friend and industry colleague in the customer service space. Bill was Amazon’s first global vice president of customer service and is the founder and president of the consulting firm Driva Solutions. He and David Jaffe … Continue reading → The post Building the “Frictionless” Organization—an Interview with Bill Price appeared first on Brad Cleveland.

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The Complete Guide to Conversational AI for Your Business

In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

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Easy Ways to Announce the Opening of a Second Business Location to Your Customers

CSM Magazine

If you’re in a position to open a new location for your established business, that’s a good sign for the long term prospects of your operations. Of course without the support of existing customers, getting the word out and gaining momentum will be harder. Here are some ways to bring them with you on this journey. Harness the Power of Social Media: Increase Your Reach With Strategic Posts Social media offers a great way to announce the opening of your new business location.

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It’s 2023 and we’re in 83 countries – Angola joins the Spearline network


Welcome Angola to Spearline! Spearline is proud to unveil Angola as the latest addition to our rapidly expanding mobile testing network. With the inclusion of Angola, our global coverage now reaches an impressive 83 countries. That’s right, you can now confidently test your mobile numbers on Unitel and Movicel, the top two operators in Angola with a combined market share of 73%.

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The Current State of Cyber Security: Are You Prepared?


Ransomware can spread in multiple ways, but most typically, through phishing emails or by unknowingly visiting an infected website. Ransomware can be catastrophic to your organization, preventing critical information and systems from being accessed.

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Edify Adds Trish Stone as VP of Sales Strategy & Operations


January 24, 2023—Santa Monica, CA —Edify Labs ( edify.cx ), the customer experience software company that makes business communications feel more like personal ones, today announced the appointment of its new Vice President of Sales Strategy and Operations, Trish Stone. Stone will lead all of the company’s sales operations and strategy efforts – from the prospect phase to customer success.

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Using AI to Empower Contact Center Agents and Improve CX and EX

For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.