Wed.Sep 28, 2022

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Amazing Business Radio: Mita Bedi

ShepHyken

Customer Delight as a Survival Strategy. How Customer Experience Can Save Businesses in the Current Economy. Shep Hyken interviews Mita Bedi, CEO and Co-founder of Resonate Solutions , a customer experience management platform. She shares how customers are rethinking every relationship and how leaders can make a business valuable enough to remain profitable.

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How to Write an After-Call Survey Script

Fonolo

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. But what kind of questions should you include?

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10 Best Shopping Bots That Can Transform Your Business

kommunicate

Last Updated on September 27, 2022 The mention of shopping bots immediately brings up an image of a humanoid robot going about shopping for you while you wait at home for the “shop droid” to return. Same-day and one-hour deliveries by e-commerce giants such as Amazon, are helping us get closer to the “shop droid!” [.]. The post 10 Best Shopping Bots That Can Transform Your Business appeared first on Kommunicate Blog.

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Use These Steps to Gather Quality Telemarketing Data

Quality Contact Solutions

Telemarketing data can be a tricky thing. There are so many different ways to create, capture, and return the data that it can become a little complex at times. The important thing is to always be sure to give the client the best quality telemarketing data possible. Take pride in what you’re transmitting, because this is the one aspect of the program that you have control over.

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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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12 reasons Customer Success teams need training

ChurnZero

This is a guest article written by Todd Eby , founder and CEO of SuccessHACKER. In the business landscape today, Customer Success is a bit of an outlier. It’s newer when compared to more established departments like sales and marketing. It’s quickly growing and best practices are still emerging and changing. One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof.

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Index your Dropbox content using the Dropbox connector for Amazon Kendra

AWS Machine Learning

Amazon Kendra is a highly accurate and simple-to-use intelligent search service powered by machine learning (ML). Amazon Kendra offers a suite of data source connectors to simplify the process of ingesting and indexing your content, wherever it resides. Valuable data in organizations is stored in both structured and unstructured repositories. An enterprise search solution should be able to pull together data across several structured and unstructured repositories to index and search on.

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Giving Back with the Arbor Day Foundation: AnswerConnect’s September Tree-Planting Partner

AnswerConnect

This month, we partnered with the Arbor Day Foundation. So what does the organization do and how do they do it? The post Giving Back with the Arbor Day Foundation: AnswerConnect’s September Tree-Planting Partner appeared first on AnswerConnect Blog.

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How to Win at CX with a Customer Data Strategy

Concentrix

Read more about the latest episode of Born Digital, where we cover journey mapping, service blueprinting, developing a data strategy, and more. The post How to Win at CX with a Customer Data Strategy appeared first on Concentrix.

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How to Make a Reel on Instagram, reels, instagram reels

JivoChat

Do you know how to make a reel on Instagram? If you are investing in strategies to promote your business or grow as a digital influencer on Instagram, creating high-quality reels can help you to reach more people, and gain more visibility. Check out! What Are Instagram Reels? Instagram reels are short videos recorded on vertical, which are made with different types of content.

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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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Reduce the time taken to deploy your models to Amazon SageMaker for testing

AWS Machine Learning

Data scientists often train their models locally and look for a proper hosting service to deploy their models. Unfortunately, there’s no one set mechanism or guide to deploying pre-trained models to the cloud. In this post, we look at deploying trained models to Amazon SageMaker hosting to reduce your deployment time. SageMaker is a fully managed machine learning (ML) service.

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Nearshore Is Not Offshore. What Are the Differences?

CustomerServ

With the dramatic growth of global outsourcing, the distinction between nearshore and offshore should be quite clear. But too many people are still referring to all work outsourced outside of the U.S. as 'offshore,' which is incorrect. Outsourcing is often mislabeled as 'offshoring' even at the highest levels of business and government.

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New features for Amazon SageMaker Pipelines and the Amazon SageMaker SDK

AWS Machine Learning

Amazon SageMaker Pipelines allows data scientists and machine learning (ML) engineers to automate training workflows, which helps you create a repeatable process to orchestrate model development steps for rapid experimentation and model retraining. You can automate the entire model build workflow, including data preparation, feature engineering, model training, model tuning, and model validation, and catalog it in the model registry.

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UC Expo 2022, London - Speaking Shout-Out

Jon Arnold

My busy season for in-person industry events starts next Thursday, and after that, I’ll be on the road most of the time right through mid-November - yeow. Well, we’ve all been cooped up at home for so long, this is just part of the “revenge travel” surge where we want to be anywhere but at home - plus, I guess the vendors really miss seeing us! Still, this is a lot of travel in a short period of time.

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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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Email Support: Best Practices for Delivering Top Service

Helpware

For customers with less urgent concerns, email support offers a convenient, etched-in-digital-stone solution. This channel remains a popular choice among consumers despite the introduction of instant messaging and social media. In fact, a 2018 HubSpot research showed that 62% of consumers prefer using email to contact customer service.

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Microservices - Choreography vs Orchestration

Unymira

The following question reached me as a member of the architecture expert group at USU DSS: What do you think about choreography and orchestration in the context of microservices?

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What is the Best VoIP Provider for Call Centers?

LiveVox

VoIP, or Voice-Over Internet Protocol, is the most common phone system setup that businesses use. There are hundreds of VoIP providers, and it can be difficult to narrow down which one is the best fit for your company. Providers offer a wide variety of VoIP packages that differ through various factors such as pricing, contracts, […]. The post What is the Best VoIP Provider for Call Centers?

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IVR testing, the vanguard in automated call quality issue resolution

Spearline

What is it and how do you test it? Interactive voice response, or IVR, is an automated enterprise telephony system that uses pre-recorded messages and/or text-to-speech technology to interact with a combination of voice telephone inputs and touch-tone keypad selection. If you’ve ever had to ‘say or press one for English’ then you already have experience with IVR.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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The Benefits of Working with a Reliable Staffing Agency

CSM Magazine

When an organization does not have the resources, knowledge, or time to conduct the hiring process on its own, it may employ a staffing agency to handle it on its own. Staffing companies typically have access to both temporary workers and potential applicants for permanent roles in their pool of candidates. Staffing services are beneficial to businesses because they enable them to have access to talented individuals at rates that are competitive and because they assist firms in retaining importa

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How to Prevent Data Loss Within the Cloud

ConvergeOne

There are good reasons most large enterprises worldwide are quickly adopting the cloud for everything from sales contracts and product specs to videos and overall business operations. The cloud offers flexible, scalable, and cost-effective computing that cuts down IT costs, consolidates data centers, accelerates growth and enables digital transformation.

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Top 10 Questions to Ask Customers Using a Post-Call Survey

SQM Group

This blog is a comprehensive guide for conducting post-call surveys to measure, track, benchmark, and improve customer service.

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Sep 27 – Customer Success Jobs

SmartKarrot

Role: VP, Customer Success Location: San Francisco, CA, US (Remote) Organization: Panther As a VP of Customer Success, you will lead and mentor the Customer Success teams by investing in the people, processes, and technology. Define a comprehensive strategy that focuses on driving measurable results for the customers. Prioritize programs and investments that help customers increase their ROI from Panther.

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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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Do Your Live Chat Agents Measure Up? The 9 Best Key Performance Indicators and How To Use Them

Comm100

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. Key performance indicators, or KPIs, are performance measurements that show how effectively a company is achieving its goals. KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more.

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Auto-Dialer Australia 101: Everything You Need to Know

aircall

Auto-dialers are gaining popularity in Australia. But do current laws regarding cold calls reduce their effectiveness? An auto-dialer can prove beneficial based on your specific business objectives. But “good enough” rarely cuts it in the competitive sales world. . At Aircall, we value effectiveness over sheer volume, but that doesn’t mean we can’t appreciate the benefits of sales dialers. .

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3 Tips to Improve Internal Customer Service Through Technology

Kayako

In today’s world, many companies are focusing on improving customer relationship management, and rightly so. Getting customer service right isn’t easy. According to Chris Ward of MyCustomer, 32 percent of customer service agents said they lacked sufficient knowledge to solve customer issues, and 22 percent have experienced significant problems because the information they had access to was incorrect or conflicting.

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How a Cloud Contact Center Solution Improves ServiceNow's Healthcare and Life Sciences Platform

3CLogic

As healthcare providers look for ways to improve patient experiences in the post-pandemic era, giving high-quality healthcare support services is a top priority for providers. One of the best ways providers are increasing positive care and service outcomes while streamlining operations is by embracing digital transformation. Utilizing a platform that enables healthcare professionals and their support teams to quickly access patient data and provide excellent support or care, while at the same ti

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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testingRTC – Understanding your users and interactions

Spearline

WebRTC application development is challenging! It involves interactions between multiple people, not just a person and a machine. When testing such applications, how do you handle scenarios requiring multiple users connected through multiple devices over different networks and locations? If you conduct these tests manually, you won’t be able to scale your testing or validation, which could end up with your application breaking for your users in production.

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Customer Success Considerations: SaaS Average Session Duration

ClientSuccess

As a SaaS CSM, what metrics are you tracking to give you a sense of customer satisfaction? You’re probably looking at NPS, survey feedback, and engagement rates to understand better how a customer is feeling and what they are thinking about your team and your product. But what about how they’re using the product itself? Breaking down Average Session Duration.

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Provision and manage ML environments with Amazon SageMaker Canvas using AWS CDK and AWS Service Catalog

AWS Machine Learning

The proliferation of machine learning (ML) across a wide range of use cases is becoming prevalent in every industry. However, this outpaces the increase in the number of ML practitioners who have traditionally been responsible for implementing these technical solutions to realize business outcomes. In today’s enterprise, there is a need for machine learning to be used by non-ML practitioners who are proficient with data, which is the foundation of ML.