Tue.Oct 24, 2023

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Harmonizing Customer and Employee Insights

Cyara

In 1909, London department store owner Harry Selfridge coined the term " The Customer is Always Right " to signify that his store would consistently deliver excellent service to customers. He also believed it would better inspire his employees to provide exceptional customer service.

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If I Don’t Do It, Who Will?

ShepHyken

Not long ago, I wrote an article and created a video on Doing More Than Expected – even when it’s not included in your job description. I used the example of the server at a restaurant who ran outside during a storm to move the outdoor furniture blowing across the patio to a safer, more secure spot. He returned to the restaurant, drenched from the rain, to applause from the guests.

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Intelligent document processing with Amazon Textract, Amazon Bedrock, and LangChain

AWS Machine Learning

In today’s information age, the vast volumes of data housed in countless documents present both a challenge and an opportunity for businesses. Traditional document processing methods often fall short in efficiency and accuracy, leaving room for innovation, cost-efficiency, and optimizations. Document processing has witnessed significant advancements with the advent of Intelligent Document Processing (IDP).

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Customer Experience Map Vs. Customer Journey Map: Diving Deep into the Intricacies

NobelBiz

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. While they often are used interchangeably, these maps serve distinct purposes, have unique elements, and offer varying insights. Let’s delve deep into the nuances of each to clarify their significance.

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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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Happiness in Customer Experience: A Competitive Advantage

Lumoa

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience. But in this pursuit of numbers, we mustn’t lose sight of what truly drives customer experience: Happiness.

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Telephone customer service: The top tips for 2024

AnswerConnect

Struggling with providing exceptional telephone customer service? Check out our ultimate guide packed with actionable tips. The post Telephone customer service: The top tips for 2024 appeared first on AnswerConnect Blog.

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The Game-Changer: Why Omnichannel Comms is Critical for Gaming

Comm100

In the fast-paced, high-stakes world of the gaming industry, the phrase “adapt or perish” couldn’t be more relevant. As player preferences evolve and competition intensifies, gaming companies must leverage every technological advantage at their disposal. One area where the industry has witnessed a dramatic transformation is in player support and communication.

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Predictive Analytics Examples Helping to Bridge the Gap in Business Leaders’ Belief

LiveVox

In the contact center, data is king, and predictive analytics is its crown jewel. A recent LinkedIn poll conducted on our LiveVox account has revealed an intriguing divide among CX business leaders. It appears that 50% of you believe in the quality of predictions generated by AI, while the other 50% remain skeptical, citing the […] The post Predictive Analytics Examples Helping to Bridge the Gap in Business Leaders’ Belief appeared first on LiveVox.

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The Science Behind Customer Satisfaction (CSAT) Improvement: Finding the Key Drivers 

COPC

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. This month, we will talk about what we should be doing instead, uncovering the key drivers of CSAT. CSAT as an Output Metric Something we need to align on first is that CSAT is an output metric in the contact center, not an input.

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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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T-Mobile US, Inc. uses artificial intelligence through Amazon Transcribe and Amazon Translate to deliver voicemail in the language of their customers’ choice

AWS Machine Learning

This post is co-authored by Dhurjati Brahma, Senior Systems Architect at T-Mobile US, Inc and Jim Chao, Principal Engineer/Architect at T-Mobile US, Inc and Nicholas Zellerhoff Associate Systems Architect at T-Mobile US, Inc. T-Mobile US, Inc. provides a Voicemail to Text service to its customers, which allows customers to quickly read through their voicemails and respond to and manage messages in any order without having to dial into their voicemailbox.

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Prioritizing sustainability can open doors to profitability

Cisco - Contact Center

Andrew: Cisco has made sustainability a priority for many years, and we recently launched Cisco’s next generation environmental sustainability strategy.

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Last Line of Defense: The Call Center

SQM Group

With call centers being the last line of defense, customer service over the phone is more important now than ever before.

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Cisco U.’s Live Learning Event: Join the Halloween Fun!

Cisco - Contact Center

Get ready for a spine-tingling adventure this Halloween season because we have a treat for you: Cisco U.

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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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What is CX (Customer Experience) and Why It’s So Crucial

Nicereply

What’s customer experience (CX)? It’s the heartbeat of your business success. Ever wondered what makes your favorite brands stand out in today’s competitive business arena? It’s not just their products or services; it’s the memorable experiences they create. Such experiences can truly touch the hearts of our customers and stay with them long after.

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Driving API Security Forward: Protecting Vehicle-to-Cloud Communications

Cisco - Contact Center

In the rapidly evolving automotive landscape, vehicles are no longer just machines that move us from point A to point B; they have transformed into complex, interconnected systems on wheels.

APIs 70
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5 Mistakes To Avoid When Choosing Your Cloud Voice Solution

Momentum Telecom

Cloud Voice has gained popularity as businesses seek more scalable, agile, and cost-effective solutions for their communication needs. Around 61% of CEOs say they plan to switch from traditional phone systems to cloud voice , adding to the 35% of companies already using this flexible technology. 1 While VaaS can help companies streamline communications and improve customer interactions, choosing the wrong solution can cause more problems for your business than it solves.

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Learn how to revolutionize your applications the Carhartt way

Cisco - Contact Center

What does revolutionizing applications really mean? Revolutionizing your applications means many things to different people.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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5 Mistakes To Avoid When Choosing Your Voice as a Service Solution

Momentum Telecom

Voice as a service (VaaS) has gained popularity as businesses seek more scalable, agile, and cost-effective solutions for their communication needs. Around 61% of CEOs say they plan to switch from traditional phone systems to cloud voice , adding to the 35% of companies already using this flexible technology. 1 While VaaS can help companies streamline communications and improve customer interactions, choosing the wrong solution can cause more problems for your business than it solves.

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What is customer satisfaction (CSat)? And how to measure it

Babelforce

Customer satisfaction, also known as CSat, is a measure of how satisfied customers are with the products or services offered by a company. It is a key metric businesses used to understand and improve customer experience. Customer satisfaction can be measured in various ways such as surveys, feedback forms, and online reviews. Generally, CSat will track factors such as: Product or service quality Timeliness of delivery or service Ease of use or convenience Customer support and responsiveness Valu

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6 Apps With Excellent Customer Service

CSM Magazine

There are a lot of great apps on the market, and they all offer amazing products and services. Researching the apps before using them is essential to ensure you’ll get help if anything happens. Excellent customer service is a big part of any business, yet some brands understand it’s value more than others. We did some research and gathered a few apps that offer great services and provide excellent customer support.

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Remote Scripts with Cisco Secure Endpoint: Defend your endpoint from attackers without business disruption

Cisco - Contact Center

Bad actors go to great lengths to evade detection and gain access to your network.

Scripts 72
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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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ONE Awards Winners Announced and Celebrated Onstage at Calabrio Customer Connect (C3)

CSM Magazine

Calabrio , the workforce performance company, has announced the winners of its annual ONE Awards. Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations. Since 2017, Calabrio has honoured nearly 70 companies for their dedication, innovation, and hard work in improving contact centre operations.

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The 11 Best HIPAA-Compliant Software for Small Business

Help Scout

This guide to HIPAA-compliant software for small businesses will help you choose a software platform that not only meets regulatory standards but also serves your specialized business needs.

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How to Improve Your Company’s Customer Experience: A Guide for Managers

CSM Magazine

Customers have higher expectations than ever, and their satisfaction directly impacts your company’s success. As a manager, it’s your responsibility to lead the charge in enhancing the customer experience. This guide explores the strategies, best practices, and tools you can use to improve your company’s customer experience and create lasting, positive relationships with your clients.

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Why access to timely and relevant health information is critical to patient engagement

Cisco - Contact Center

Telephony is a foundational capability for any healthcare organization.

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ABM Evolution: How Top Marketers Are Using Account-Based Strategies

In times of economic uncertainty, account-based strategies are essential. According to several business analysts and practitioners, ABM is a necessity for creating more predictable revenue. Research shows that nearly three-quarters of marketers (74%) already have the resources needed to build successful ABM programs.

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The Future of ATS and AI in Recruitment – What to Look For

CSM Magazine

In an era where technology is rapidly reshaping various industries, it’s no surprise that the world of recruitment is also undergoing a significant transformation. As we venture into the future, one of the most exciting developments to keep an eye on is the integration of Artificial Intelligence (AI) and Applicant Tracking Systems (ATS). These technologies are poised to revolutionize the way companies find and hire top talent.

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The Winning Strategy: Introducing Customer Success Managers in the Final Stretch of the Sales Process

SmartKarrot

In the dynamic landscape of modern business, the timing of decisions can be as crucial as the decisions themselves. One such strategic decision is introducing a Customer Success Manager (CSM) towards the conclusion of the sales process. This practice may seem unconventional to some, but its significance becomes clear when we delve into the ‘Why,’ ‘How,’ and the tangible benefits it brings to the table.

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AI Chatbots for Customer Service: Transforming Support with ChatInsight

CSM Magazine

Have you been waiting for the day you can scale up your customer service operations without hassle? With the emergence of AI, your wait may be over. AI chatbots for customer service provide seamless customer support that businesses need to succeed. Further, it routes basic tasks to AI, enabling your enterprise to address customer queries efficiently.