Mon.Jun 20, 2022

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Workforce Engagement Management: Top 5 WEM Challenges & Tools for Agent Success

LiveVox

5 common reasons why your contact center agents feel disengaged and how workforce engagement management tools can help. The post Workforce Engagement Management: Top 5 WEM Challenges & Tools for Agent Success appeared first on Livevox.

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According to Steve #5 – A Little of This, A Little of That

Steve DiGioia

I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I know he was testing to see if you’d pick up the next piece. It was fun watching those new employees who didn’t know about his tactic. Now that masks are coming off, look for people who smile easily.

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How to Use Touchpoint Mapping to Optimize the Customer Journey

Nicereply

Optimizing the customer journey is one of the best ways to ensure your sales funnel converts well and maintains a high ROI. It also boosts customer satisfaction, increasing customer retention, loyalty, and overall brand affinity. So, how exactly can you optimize the customer journey? Touchpoint mapping is a great place to start. Touchpoint mapping involves tracing and outlining all touchpoints or interactions a customer has with your brand.

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testRTC – Testing, monitoring and support

Spearline

See why testRTC , is the world’s most powerful WebRTC testing and monitoring platform, for companies serious about WebRTC! WebRTC is an important focus for us today and how Spearline plans to future proof communications for our customers. About Us Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice and communications services.

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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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The Rise of Intelligent Automation Solutions to Improve Contact Centre Productivity

Call Design

Unlocking productivity within a contact centre through the utilisation of intelligent automation is key to quantifying how automation and artificial intelligence has provided an unprecedented return on investment. As contact centres strive to streamline operations, improve customer experience and create work environments conducive to success, the deployment of intelligent automation is reinforcing the optimal blend of human skills and technology.

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14 Best Java Courses

JivoChat

Making the best Java courses available online is a great opportunity to learn one of the main programming languages used around the world. If you are aiming to begin a career in the IT area as a developer, it’s essential to know Java. . If you already are a programmer, there are also Java courses focused on advanced levels, so you can enhance your skills and become an even better professional.

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Mitel Customers are Migrating to SharpenCX for their CCaaS/UCaaS Solution

SharpenCX

You don’t have to settle for RingCentral. If you’re a current Mitel MiCloud or ShoreTel Connect customer, you might be wondering what the path looks like for your business’s CCaaS/UCaaS future. MiCloud customers are limited in options with a forced move to RingCentral, while ShoreTel Connect customers are left with no choice to move forward at all – dealing with absolute legacy obsolescence.

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Leon Medical Centers targets clinical documentation excellence and life-changing care

Nuance

In healthcare, many advances in technology are designed to give clinicians two things: more time and more information. More time to spend connecting with patients and exploring their needs and more information to find the correct diagnosis and treatment plan. Patients who have a closer, more collaborative relationship with their clinician are more engaged and [.

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9 Tips for Surviving the Great Resignation

Injixo

Do you have lots of unfilled vacancies in your contact center? Are you constantly struggling with understaffing? If so, you are not alone. In the US, there are 5 million more vacancies than unemployed people. A similar situation exists in the UK for the first time since records began. Contact centers have always faced challenges in hiring and retaining staff, so it’s no surprise that they are front and center in this crisis.

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The Open CCaaS Advantage Report

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.

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Leon Medical Centers targets clinical documentation excellence and life-changing care

Nuance

In healthcare, many advances in technology are designed to give clinicians two things: more time and more information. More time to spend connecting with patients and exploring their needs and more information to find the correct diagnosis and treatment plan. Patients who have a closer, more collaborative relationship with their clinician are more engaged and [.].

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Infographic: 4 Cloud Technologies Essential for Today’s Workforce

Momentum Telecom

Today’s hybrid and remote teams rely on cloud technologies to stay productive and connected from anywhere, on any device. Momentum offers the key cloud technologies your clients are looking for. Find out more in this infographic: Download Infographic. The post Infographic: 4 Cloud Technologies Essential for Today’s Workforce appeared first on Momentum Telecom.

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9 Tips for Surviving the Great Resignation

Injixo

Do you have lots of unfilled vacancies in your contact center? Are you constantly struggling with understaffing? If so, you are not alone. In the US, there are 5 million more vacancies than unemployed people. A similar situation exists in the UK for the first time since records began. Contact centers have always faced challenges in hiring and retaining staff, so it’s no surprise that they are front and center in this crisis.

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How to turn Your Call Management Software into a Valuable Resource

Babelforce

In this post: What is call management software? How does call management software work? What are the benefits of call management software? How can call centers use call management software to improve their business? In an increasingly digital world, customers have more choices than ever when to interact with businesses. But despite the rise in the rate of communication through digital channels, phone systems remain a crucial part of customer 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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Everything you need to know about Customer Success Software.

CustomerSuccessBox

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. Let’s try to understand every aspect of Customer Success Software. What is a Customer Success Software?

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5 Top Customer Service Articles of the Week 6-20-2022

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. Eight Tips To Get Inactive Customers Excited About Your Business Again by Young Entrepreneur Council. (Forbes) Without customer loyalty, a business can struggle to succeed.

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The Importance of Post-Demo Surveys: A Guide for SaaS Sales Demo Teams

SmartKarrot

Demos play a significant role in attracting customers when it comes to SaaS businesses. Demos provide the first chance for SaaS business owners to show their ‘best face’ and attract customers. But is it enough to provide a demo to customers? Most probably no! All efforts to provide a demo can go in vain if we fail to identify buyers’ intentions and gauge the impact the demo has on a customer.

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AmplifAI Launches New Channel Partner Program

Amplifai Coaching Category

We are excited to announce the launch of a new channel partner program aimed at furthering our commitment to the channel and driving increased revenue

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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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Build an appointment scheduler interface integrated with Meta using Amazon Lex and Amazon Connect

AWS Machine Learning

This blog post is co-written with Nick Vargas and Anna Schreiber from Accenture. Scheduling customer appointments is often a manual and labor-intensive process. You can utilize advances in self-service technology to automate appointment scheduling. In this blog post, we show you how to build a self-service appointment scheduling solution built with Amazon Lex and Amazon Connect.

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Jun 20 – Customer Success Jobs

SmartKarrot

Role: Associate Director, Customer Success Location: Austin, Texas Metropolitan Area, US (Hybrid) Organization: Mesh Payments As an Associate Director of Customer Success, you will manage a team of Customer Success Managers while helping expand the department. Build relationships with customers; execs and colleagues to drive success and growth in US accounts.

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watchRTC – Understanding your users and interactions

Spearline

Most voice and video communications today take place using WebRTC. But how exactly do you monitor this traffic? watchRTC enables just that. By integrating our SDK or Chrome Extension with your application, watchRTC collects relevant telemetry and data points. Traffic is analyzed at scale, providing a bird’s eye view of your deployment, with the ability to drill down to the minute level of a single user on a session. watchRTC uses little CPU and network resources, safeguarding your application’

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