Fri.Jun 19, 2020

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How to Build a Cost-Effective Remote Contact Center

Ameyo

Call centers have traditionally been perceived as cost centers due to a number of factors like – being labor-intensive, high cost of infrastructure, and the overall high cost per agent. Leading to the organizations looking down upon them for not generating high ROI. However, all this is turning around rather fast with contact centers going … How to Build a Cost-Effective Remote Contact Center Read More » The post How to Build a Cost-Effective Remote Contact Center appeared first

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How to Make a Chatbot for Your Website and Apps

kommunicate

In this guide on how to make a chatbot, we will be learning how to make a chatbot using Kompose bot builder. You will learn: Why are chatbots important? More so in 2020 How to create welcome messages and intents How to use rich media such as buttons, lists, and card carousels. Triggering chatbot to [.]. The post How to Make a Chatbot for Your Website and Apps appeared first on Kommunicate Blog.

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Customer Feedback 101 – 4 *Simple* Contact Center Management Tips

Babelforce

What would you learn if you could get inside your customers’ heads? If you knew what they love about your products and call center services …. and what they hate…. One way or another, every business is trying to understand their customers. Why? Well, partly because that’s how you keep the money coming in. But there’s a more important reason: “The customer’s perception is your reality.”.

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Guest Post: When You Need to Scale Up Customer Service… But Your AI Just Doesn’t Quite Cut it Yet

ShepHyken

This week we feature an article by Daniel Ramsey, founder and CEO of MyOutDesk. He discusses the pros and cons of AI customer service tools, as well as the benefits of utilizing a virtual assistant. There is no doubt that the presence of AI in today’s businesses has helped companies operate smoothly when teams cannot afford more customer service employees.

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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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How to Build your Own Transactional Chatbot

Inbenta

What is a transactional chatbot? “Transactional bots allow customers to make a transaction within the context of a conversation.”. (Source: Chatbot Magazine). A transactional chatbot acts as an agent on behalf of humans and interacts with external systems in order to accomplish a specific action. As such, a transactional chatbot is different from the most common bots, also called informative or conversational chatbots, in the sense that its goal is to automate a transaction and to simplify the u

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Use TEI to close the loop with frustrated customers

Tethr

Our previous two posts delivered a breakdown of the first two elements of the Tethr ABCs, introducing the Agent side of things and how a large Fortune 500 telecommunications company is using the Tethr Effort Index (TEI) to help agents improve handling of tough customer situations and to upgrade the overall customer experience, and the Business side concerning how businesses can be instantly alerted to instances of customer friction. .

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How Video KYC is Revolutionizing the Digital Payments Sector

Ameyo

Know your Customer or more commonly known as the KYC process is one of the pre-requisites when dealing with a financial sector organization. And the digital wallets (e-wallets) segment is no exception. With the recent advancements in technology and the world going digital, we have seen a significant jump in the number of people using … How Video KYC is Revolutionizing the Digital Payments Sector Read More » The post How Video KYC is Revolutionizing the Digital Payments Sector appeared

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Q&A: Understand the Growth and Retention Metrics of SaaS Companies from Recent Surveys and M&A Activity

ChurnZero

It is no secret that customer churn hits recurring revenue businesses hard, but what’s its real impact on their long-term health and valuation? To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. During the webinar, we discussed: How customer retention impacts the valuation of your company.

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How to win a hackathon: 7 lessons learned

Talkdesk

I started Talkdesk ® right after college. I was 24-years-old and had just completed my Master’s in Engineering. At that time, my life was much different than it is now; I was working from my parents’ house, trying to find a way to make money to support myself. One day, I heard of a hackathon set up by a cloud-based messaging company giving away Macbooks to people that built something – a new app or product – using telephony.

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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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COVID-19 Global Update June 19, 2020

Concentrix

As we continue our efforts to keep you informed of the COVID-19 situation across the globe, select governments have announced expansions to existing coronavirus measures. The following is a roundup of key events that have happened around the world in the last 24 hours. Global update: There have been 8,675,304 confirmed cases of COVID-19, 4,574,237 recoveries and 458,660 fatalities reported globally to.

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Not Another Word Cloud—Please!

Interaction Metrics

Geoff Colvin writes in ‘The Simple Metric That’s Taking Over Big Business’ (May 2020, Fortune magazine) the star of Net Promoter is its follow-up question, usually stated as something like ‘How could we improve? Or, ‘Why did you give that score?’. Colvin cites Marc Stein, Senior VP at Dell Technologies, who says, “The real gem and actionable insights (from the Net Promoter question) come from the verbatim transcripts.

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Voice Transcription Pipeline in PHP With Vonage

Nexmo

In this post, you’ll create a voice transcription pipeline. The objective is to use Amazon Transcribe to process an entire conversation into channels and then insert the results into an RDS MySQL database instance. To accomplish this will take two AWS Lambda functions: an HTTP application to retrieve an MP3 file and submit to Amazon Transcribe, and a callback function upon completion of the transcription to store the results into a MySQL database.

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Top 5 takeaways from Totango’s CXO: Series Virtual Event featuring SevenRooms

Totango

Yesterday we hosted the second event in our CXO Series for Customer Success executives. I didn’t think this one could be better than the last, but I laughed, I cried, and I learned a lot about overcoming adversity. If you didn’t get a chance to attend, I highly recommend watching the replay on our YouTube Channel, Everything Customer Success. . This week we were joined by Guy Nirpaz, CEO at Totango, as he kicked off the conversation about the role of businesses and where their focus should be du

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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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Co?mo acelerar la transformacio?n digital en tu empresa

Inbenta

La digitalización ha revelado ser de las respuestas más populares a la crisis sanitaria y económica actual. Con el fin de mantener el negocio en marcha, todos nos hemos adaptado a las nuevas políticas de teletrabajo, las reuniones en remoto y la tramitación a distancia de procesos internos. Incluso las empresas más conservadoras se han visto obligadas a evolucionar y modernizar sus flujos de trabajo para adecuarse a esta realidad.

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How to Build a Cost-Effective Remote Contact Center

Ameyo

Call centers have traditionally been perceived as cost centers due to a number of factors like – being labor-intensive, high cost of infrastructure, and the overall high cost per agent. Leading to the organizations looking down upon them for not generating high ROI. However, all this is turning around rather fast with contact centers going … How to Build a Cost-Effective Remote Contact Center Read More » The post How to Build a Cost-Effective Remote Contact Center appeared first

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A Free Virtual Education Tool

Working Solutions

In today’s episode Tamara talks to Stacy and they provide a free tool Stacy called Mentimeter at mentimeter.com that can help corporate trainers engage and motivate their learners.

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How Video KYC is Revolutionizing the Digital Payments Sector

Ameyo

Know your Customer or more commonly known as the KYC process is one of the pre-requisites when dealing with a financial sector organization. And the digital wallets (e-wallets) segment is no exception. With the recent advancements in technology and the world going digital, we have seen a significant jump in the number of people using … How Video KYC is Revolutionizing the Digital Payments Sector Read More » The post How Video KYC is Revolutionizing the Digital Payments Sector appeared

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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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Nine things that bug you about PCI DSS compliance

Eckoh

Compliance with the Payment Card Industry Data Security Standard (PCI DSS) helps companies to demonstrate they can process card payments securely and reduce card fraud. But the road to compliance can be fraught with wrong turns, unexpected risks and confusing myths. Even if your contact center is PCI DSS compliant, you are still at serious risk of a breach.

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Virtual Education – Wheel of Names

Working Solutions

In today’s episode, Tamara talks to Jennifer about Wheel of Names at wheelofnames.com.

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The Role of 5G & Challenges in 5G Adoption by Customers

Knowmax

The Role of 5G & Challenges in 5G Adoption by Customers.

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Jun 19 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: Continental U.S. or San Ramon, CA, US. Organization: Five9 This position reports to the Sr. Director of Enterprise Account Management. The Customer Success Manager is responsible for developing long-term relationships with the portfolio of assigned customers and connecting with key business executives and stakeholders.

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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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Knowledge base: How to create one for customer service?

Knowmax

Knowledge base: How to create one for customer service?

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What Is a Good Net Promoter Score

ProProfs Blog

Recommendations work like magic, especially when a customer recommends a company/brand to a friend, family & colleague. These customers tend to repeat their purchase and act as brand advocates at various events/situations. Positive word of mouth is an ideal situation for any business. Many studies have found that people are more likely to buy products and services recommended by their friends and family.

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How Customer Education Is Rapidly Changing Success Criteria for Product-Led Companies!

SmartKarrot

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SaaS vs PaaS vs IaaS: Comprehensive Explanation, Examples & Resources

SmartKarrot

Before you enter into the world of E-commerce vernacular, the three important acronyms that you will see a comparison around is SaaS vs. PaaS vs. IaaS. Statistics claim that SaaS accounts for almost 24% of the total enterprise workloads. While IaaS hovers around 11-12%. And PaaS is currently the new talk of the town with about 32% and is expected to grow in the coming years.

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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.