Thu.May 18, 2023

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How To Strengthen Your Contact Center as a Relationship Hub

Cyara

Relationships have always been critical for contact centers. Even in the shortest and simplest calls, that momentary connection between agent and customer can determine the long-range trajectory of the relationship.

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Become a better leader by knowing yourself and managing your emotions

Beyond Philosophy

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Some of the best leaders have a higher EQ than IQ. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

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How partners drive growth through Visual Intelligence Studio

TechSee

Companies across all industries are searching for innovative ways to streamline operations and enhance the customer experience. In the realm of visual assistance, our partners are making a significant impact through TechSee’s Visual Intelligence Studio (VIS). With their VIS certification, these highly engaged partners are revolutionizing the way businesses engage with their customers.

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Boost clinician satisfaction and reduce burnout in neurology

Nuance

… Boost clinician satisfaction and reduce burnout in neurology Read More » The post Boost clinician satisfaction and reduce burnout in neurology appeared first on What’s Next blog.

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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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“Beam me up to the holodeck!” How holograms are becoming a reality for experiential learning

Cisco - Contact Center

The popular 1960s American TV show, Star Trek , featured a fictional device called a “holodeck,” that used holograms.

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Combating Ransomware with Security Service Edge

Cisco - Contact Center

Ever since the WannaCry attack in 2017, ransomware has remained one of the most significant cyber threats worldwide.

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New Kudo - Top UCaaS Influencer to Follow from 8x8

Jon Arnold

Been off the grid for a bit, and finally back to things here. Here’s a new kudo from earlier this month from 8x8. They do a top list of influencers for various spaces each year, and in March, I was on their influencer list for CCaaS. This time around, I’m on their UCaaS list as well , so am on a bit of a roll with them. Last year, I was also on both these lists, along with another one for CPaaS - let’s see how the rest of 2023 unfolds, and I may yet have another update on that front.

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Saudi Telecom Creates Cybersecurity Center of Excellence

Cisco - Contact Center

Preparing for the future and a 5G world Saudi Arabia announced “Saudi Vision 2030” in 2016, a bold pathway for the country’s future.

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Rethink Your CX Ecosystem

Concentrix

The future of customer service is here. Watch this webcast and learn how to envision an integrated CX strategy powered by AI technologies.

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The 2023 Verint Experience Index: Retail

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

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Giving back with Save The Redwoods League – Protecting ancient forests

AnswerConnect

This month, AnswerConnect partnered with Save The Redwoods League to help protect giant sequoias and support the planting of more than 53,000 saplings. The post Giving back with Save The Redwoods League – Protecting ancient forests appeared first on AnswerConnect Blog.

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ChurnZero product release notes: Q1 2023

ChurnZero

Here’s a list of ChurnZero’s major product releases in Q1 of 2023. Work faster with Customer Success AI (CS AI ) CS AI is the first generative artificial intelligence built into a Customer Success platform, and the first designed for the CS industry. CS teams have the option to use the tool’s pre-loaded AI prompts or create their own to instantly synthesize customer data, conduct research, draft communications and templates, and generate strategies.

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The increasing value of human communication in the impending age of AI

AnswerConnect

Artificial intelligence is changing the nature of how we communicate. Without careful consideration, however, AI can have a negative impact on relationships between business partners and clients. As businesses continue. The post The increasing value of human communication in the impending age of AI appeared first on AnswerConnect Blog.

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Tips to Make Your Workplace Environment Better for Employees

CSM Magazine

The workplace environment has a huge impact on employees. This includes factors such as: Engagement Loyalty Motivation When you successfully create a positive and thriving workplace environment, the sky is truly the limit. By now, you’ll know that millions of people now work remotely. This is something that your business might even allow some employees to do.

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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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Explore API-first Sessions and Hands-on Workshops at Cisco Live

Cisco - Contact Center

Seeing “ Let’s Go! ” in large letters, as the theme for Cisco Live US, reminds me of the soccer announcer’s “Gooooooooooaaaaaaaallllllllll” cry.

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SevenRooms Selected as a Marriott International Preferred Restaurant Technology Provider

CSM Magazine

The global technology platform will power personalised guest experiences to increase revenue while providing deeper guest insights for the global hospitality company. SevenRooms , a guest experience and retention platform for the hospitality industry, today announced its agreement with Marriott International to become a preferred restaurant technology provider.

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The Power of Meaningful Work in Customer Service

Brad Cleveland Blog

For years, a well-known company had high turnover in their customer service department. Customer ratings were low and employees jumped at any chance to move to other jobs. This department was second from the bottom in an annual company-wide survey of employee satisfaction. But a … Continue reading → The post The Power of Meaningful Work in Customer Service appeared first on Brad Cleveland.

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Call Center Agent Engagement vs Agent Experience: Best Tips

Voiptime

We have not been talking about the problems of motivating call center agents for a while, and that’s the issue we want to resolve with this article. Have you ever heard of call center agent engagement and employee experience? Each of these call center metrics deserves the entire article, but we decided to describe both these vital factors that influence call center agent performance and productivity in one post to avoid duplicating ourselves.

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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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A Comprehensive Guide for Mass Tort Marketing

Dialer 360

The field of mass tort client recruitment offers ample opportunities for law firms to expand their clientele and make a significant impact. However, the road to success is anxious with challenges, as some firms falter by misdirecting their efforts towards the wrong clients or failing to provide compelling incentives for victims to come forward and pursue their claims.

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Call Center Agent Engagement vs Agent Experience: Best Tips

Voiptime

We have not been talking about the problems of motivating call center agents for a while, and that’s the issue we want to resolve with this article. Have you ever heard of call center agent engagement and employee experience? Each of these call center metrics deserves the entire article, but we decided to describe both these vital factors that influence call center agent performance and productivity in one post to avoid duplicating ourselves.

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What is CCaaS

Enghouse Interactive

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The Power of Meaningful Work in Customer Service

Brad Cleveland Blog

For years, a well-known company had high turnover in their customer service department. Customer ratings were low and employees jumped at any chance to move to other jobs. This department was second from the bottom in an annual company-wide survey of employee satisfaction. But a … Continue reading → The post The Power of Meaningful Work in Customer Service appeared first on Brad Cleveland.

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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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May 18 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Berlin, Germany (Remote) Organization: Canonical As a Customer Success Manager, you’ll familiarise new Canonical customers to our products and customer support procedures. Work together with sales and support to create and deliver engagement plans that achieve the goals of the client. Aid sales in spotting expansion possibilities or renewal threats.

APIs 19
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Revealed: How Conversation AI and ChatGPT Solve Remote Work Challenges for IT Teams

SmartKarrot

Artificial intelligence (AI) and machine learning (ML) are two parts of one coin which is superficially everywhere, and the IT function is no exclusion. In fact, connoisseurs see AI in various forms becoming a significant element of IT support in the near future. “Artificial perception will, over the next three to five years, become undeniably indispensable for any form of operations or support,” says Shannon Kalvar, research manager for IT service management and client virtualization at researc

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Revealed: How Conversation AI and ChatGPT Solve Remote Work Challenges for IT Teams

SmartKarrot

Artificial intelligence (AI) and machine learning (ML) are two parts of one coin which is superficially everywhere, and the IT function is no exclusion. In fact, connoisseurs see AI in various forms becoming a significant element of IT support in the near future. “Artificial perception will, over the next three to five years, become undeniably indispensable for any form of operations or support,” says Shannon Kalvar, research manager for IT service management and client virtualization at researc