Tue.Jan 31, 2023

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Top Agent Experience (AX) Trends of 2023

Upstream Works

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX).

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Upgrade Your Customer Service to a First-Class Experience


Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience.


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How to Improve Customer Experience: A Step by Step Guide


Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition?

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Deploying A BPO Disaster Recovery Plan Built for Your Business

Transparent BPO

“Hope” is not a plan to mitigate inevitable risk! By Randy Rollins , VP of Information Technology, Transparent BPO A well-worn mantra circulates throughout information technology circles: “it’s not a matter of if something will go wrong, it’s a matter of when something will go wrong.”

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How to Build an AI-Powered Contact Center as a Service Platform

Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.

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San Diego Humane Society Selects Edify for Contact Center Communications


More Trending

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Why is building a powerful customer connection important?


Customer connection is often viewed as a more intangible thing than hard data like ROI since people’s feelings and emotions are harder to measure with exact numbers. However, studies show that businesses tend to look far beyond just cold sales rates. Digital CX

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The Ultimate Guide to Call Center Training


Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process.

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What Is Customer Service? A Guide To Improving Customer Satisfaction

Global Response

In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. Seem extreme? Think about it: customers have endless options to choose from, so if they have a negative customer experience, they don’t have to stick around.

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Contact Center Attrition and the RFP: You’re Asking the Wrong Questions


Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. In this article, we are making the case that it’s not always so straightforward.

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

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The CFPB Answers Key Questions on Texting in Debt Collections


On January 19, 2023, LiveVox welcomed the CFPB’s Debt Collections Sr. Program Manager, Gandhi Eswaramoorthy, to a roundtable discussion about the use of SMS in Collections. This discussion took place just over a year since the Bureau’s Reg. F rules went into effect.

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PhoneBurner Vs. FCC: Don’t let this happen to you!


All the operations of the well-known dialing platform, PhoneBurner, were halted for almost three days, affecting the operations of ALL their other law-abiding customers. The post PhoneBurner Vs. FCC: Don’t let this happen to you! appeared first on NobelBiz®.

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6 Online Data Analyst Courses


Data-driven decisions are essential in businesses to diminish the chances of errors, and online data analyst courses will teach you how to interpret data precisely. You will know how to read them, understand the context they are in, and how they affect the making decision process.

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Discovery Health Partners: Improving Customer Experiences Through A Modernized Cloud-Native Infrastructure


Cloud Software Modernization Information Technology Business Applications

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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Three Customer Success strategies to safeguard business stability and spur growth in a downturn


This article was originally published in Forbes. A turbulent economy feels like change is coming at you from all directions. Your most lucrative sales channels can dry up. Your best customers can become flight risks. Your top strategies can turn ineffective.

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Where Do Customer Service and Cybersecurity Intertwine?

CSM Magazine

A successful firm must have both customer service and cybersecurity. At first glance, they might appear unrelated, yet they are actually intertwined in several significant ways.

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Product News: Nicereply Website Pop-Up Surveys


What if you could read the thoughts of your customers? With Nicereply Pop-Up surveys you can! We are so excited to share with you our latest news. We’ve been working hard for months to introduce you to new website pop-up surveys by Nicereply.

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PCI Pal to Speak at CIO Watercooler Live London

CSM Magazine

Geoff Forsyth, Chief Information Security Officer, PCI Pal PCI Pal , the global SaaS provider of secure payment solutions for business communications, is attending the CIO Watercooler Live 2023 event in London, where Chief Information Security Officer, Geoff Forsyth, will be providing CIOs with an insight to security and compliance threats.

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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Top 8 Dialpad Alternatives & Competitors in 2023


Hunting for a new and robust phone system is no joke. In all your time of research, perhaps, Dialpad may have cropped up as a worthy alternative. Powered by AI, Dialpad doubles up as a unified communications platform that offers text messaging, VoIP calling, and video conferencing tools.

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Five reasons for upgrading your employee research

Maru Group

By Glyn Luckett Maru/Matchbox | January 2023 While many companies recognize the value of keeping essential business software up-to-date, employee research techniques and solutions are often overlooked.

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Boosting Call Center Agent Satisfaction: Proven Strategies


Enhance the job satisfaction of your call center agents with these effective tips and strategies. Learn how to create a supportive workplace culture and improve

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How To Measure the DSAT In a Small Call Center?


“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” — Steve Jobs

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The ABM Benchmark Survey

ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?

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January Writing Roundup

Jon Arnold

January ended up being more about video and podcasting than writing, so I only have one public article to share. I did, however, write four other articles last month, two of which are ghost-written, and two will run sometime this month.

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Preventing business calls from being labeled as spam


Preventing business calls from being labeled as spam is crucial in maintaining effective communication with customers. Here are some steps a business can take to avoid having their calls labeled as spam: 1.

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?Generation AI: Growing up side-by-side with our silicon-based contemporaries

Creative Virtual

By Olaf Voß, Lead Application Designer I was born in 1966. That means I’m usually sorted into Generation X. But these days, looking back at the past 57 years, I think we should really rename it to Generation AI.

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Top 5 Customer Service Articles of the Week 1-29-2023


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.

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Marketing-Led COVID-19 Growth Strategies: 2022 and Beyond

More than two years in, COVID-19 is far from over. Businesses are tasked with beating pre-COVID numbers, making marketing crucial. This is your time to create brand awareness, bring in the best leads, and play a vital role in new and existing profit.

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Give Your Online Shopping Business an Edge with Email chat outsourcing service

Back Office Centers

How can you get people to buy more of your products? Anything from lowering pricing to adding brand-new features might be the solution. What if, though, you only needed to make it simpler for visitors to buy from your website? Email chat outsourcing service does this. The effort required for clients to make judgements and purchase goods online is reduced thanks to the live chat customer care channel.

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Top 5 Posts in January

Contact Center Pipeline

Our top 5 posts for January are set to start us off on the right foot for 2023. Our Advisory Board offers their insights on trends we should expect to see for our centers throughout this new year.

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Call Center Outsourcing Infographic: How To Outsource Your Call Center in 5 Simple Steps

Global Response

A recent survey by McKinsey & Company found that 61% of customer support leaders report an increase in contact volume. At the same time, nearly half of those leaders also reported increased employee attrition. That means that customer service leaders need a better way to scale.