Tue.Jun 21, 2022

Call center analytics software terms you should know


When you’re shopping around for a software solution that will help you understand your customer experience, you may find yourself introduced to a dictionary’s worth of new terms and see words used to mean different things.

Adjusting Headsets for the New Normal

Contact Center Pipeline

Headsets have become the universal symbol for contact centers, and contact center agents, and for good reason. For it is through these essential appliances they connect with customers, supervisors, and colleagues.


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Why You Should Never Underestimate The Value Of The Voice of the Customer


The Voice of the Customer (VOC) is one of the most obvious, yet underutilized tools organizations have at their disposal to create outstanding customer experiences, increase customer loyalty and retention, and boost profits. Call Recording Speech Analytics

Company Culture: 7 Ways to Maintain Values Within a Remote Team


How important is company culture? Is it just a matter of boosting employee morale so they can perform their work better? Is it setting up the workplace in such a way as to make it conducive to productivity and ideas generation?

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Cyara and Genesys Reach Another Milestone


An Invaluable Partnership for CX Assurance in the Cloud Migration Journey. At Cyara, partnerships have always been central to our business model. Customer experience (CX) assurance is multifaceted, and you need a whole lot of gears turning together in sync to deliver at the highest level.

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Accelerate your career with ML skills through the AWS Machine Learning Engineer Scholarship

AWS Machine Learning

Amazon Web Services and Udacity are partnering to offer free services to educate developers of all skill levels on machine learning (ML) concepts with the AWS Machine Learning Engineer Scholarship program.

Here’s Everything Guru Learned from Attending Support Driven Leadership Summit


With its classic gray sky and temperate weather, Portland welcomed customer support leaders from across the globe to Support Driven Leadership Summit 2022.

6 Steps to Empowering Agents with Workforce Engagement Management [Part 1]


What factors determine whether a contact center interaction produces a positive outcome? Often, it’s the agent that makes the difference, but this doesn’t tell the whole story. How was the “right agent” trained? Why was the call routed to that employee?

Amazing Business Radio: Christine Churchill

Shep Hyken

The Cost of Bad Customer Service. The Impact of Bad Customer Service on Your Customers, Employees, and ROI. Shep Hyken interviews Christine Churchill, Founder and CEO of the Customer Service Institute of America (CSIA).

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

How to Secure Buy-In for Cloud Migration


Cloud migration can feel daunting to many companies. Concentrix makes migrating your contact center to the cloud easy! The post How to Secure Buy-In for Cloud Migration appeared first on Concentrix. Thought Leadership Resources

Identify mangrove forests using satellite image features using Amazon SageMaker Studio and Amazon SageMaker Autopilot – Part 1

AWS Machine Learning

The increasing ubiquity of satellite data over the last two decades is helping scientists observe and monitor the health of our constantly changing planet. By tracking specific regions of the Earth’s surface, scientists can observe how regions like forests, water bodies, or glaciers change over time.

What Is Call Center Voice Analytics and How Does it Help My Business?

Advantage Communications

Call center voice analytics, also called speech analytics, reviews voice recordings and live conversations to provide quality assurance, compliance support - giving call centers and contact centers unique customer service insights that lead to a competitive advantage. Contact Center

Why Your Omnichannel Customer Experience Needs Omnichannel Analytics


Does your contact center have a single view of the customer journey? Use omnichannel analytics for actionable insight to help deliver seamless customer experiences. The post Why Your Omnichannel Customer Experience Needs Omnichannel Analytics appeared first on Livevox. Customer Experience

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

What is Customer Success enablement?


You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight.

How to Add Chatbot to React Native


Last Updated on June 21, 2022 Building a chatbot on a React Native app may have been a complicated affair in the past, but not so today, thanks to Kommunicate’s Kompose chatbot builder.

Customer friction points: How to identify and tackle them?


NobelBiz | Blog Customer friction points - How to identify and tackle them? Published on 21. June, 2022 For customers, making a phone call is the simplest and quickest way to obtain information or a resolution to a problem. However, from a customer service point [.].

Introducing Delighted’s Link platform revamp: New in-app survey link builder


No matter how you connect with your customers, link surveys allow you to capture feedback through any unique channel that exists along the customer journey – email signatures, social media posts, support chats, receipts, in-store posters, and more.

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

5 Best Google Analytics Courses to Improve your Website


The Google Analytics courses will enable you to know how to use one of the most important Google tools when it comes to digital marketing.

Identify mangrove forests using satellite image features using Amazon SageMaker Studio and Amazon SageMaker Autopilot – Part 2

AWS Machine Learning

Mangrove forests are an import part of a healthy ecosystem, and human activities are one of the major reasons for their gradual disappearance from coastlines around the world.

Colin Taylor recognized as top customer service influencer

Taylor Reach Group

Taylor Reach CEO and Chief Chaos Officer, Colin Taylor, has been recognized as one of TechSee’s “22 Influential Leaders to Watch in 2022.”

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Improve Contact Center Productivity with WFM Software


The requirement to provide a better customer experience while improving productivity and controlling costs is paramount in contact centers at the best of times. During a recession, it could be the difference between survival and failure.

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

Your help site has a huge SEO potential. ?Here’s how to take advantage of it.


Consumers use digital channels to find results and answers quickly. Approximately 84% of consumers search Google at least 3 times a day. And about half of all product searches are initiated through this search engine.

Top 8 strategies for Customer Onboarding at Scale!


The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Yet, it’s often easy said than actually done, especially, when you’re looking for Customer Onboarding at Scale.

Ensure SOP Adherence For The Troubleshooting Process With These 4 Ways


The post Ensure SOP Adherence For The Troubleshooting Process With These 4 Ways appeared first on Knowmax. Decision Trees customer service troubleshooting process troubleshooting process

Free Trial vs Product Demo: Which Is Right for Your SaaS Company?


A customer chooses to partner with a company because of the product. SaaS companies either choose freemium or product demos to sell the product to customers. But which one is better? Free trials are considered the best way to get the product sold. However, some consider paid product demos better.

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How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

Quality standards that align with customer experience

Brad Cleveland

Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to complex and intelligent behavior.

Jun 21 – Customer Success Jobs


Role: VP of Customer Success Location: Remote, United States Organization: Infogrid As a VP of Customer Success, you will ensure Infogrid’s customers achieve high rates of product adoption, realize significant value, thereby leading to high net dollar retention.

Blue Ocean Is Diving into the Deep Waters of Podcasting!

Blue Ocean

If you know me or any of my stellar Blue Ocean colleagues personally, you know we can talk for days about customer experience. And why wouldn’t we be excited to chat? We hold the keys to CX, one of the biggest differentiators brands have at their disposal today.

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