Thu.May 16, 2024

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The Science of How to Build Outstanding Customer Memories

Beyond Philosophy

A Master Class Part 2: Unlocking the Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the second in an eight-part master class series unlocking the psychology of Customer Experience. In our last episode, you might recall that we covered some common cognitive shortcuts or heuristics that customers use in their decision-making.

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Cisco and Nutanix: Taking Hyperconverged Infrastructure to the.NEXT Level

Cisco - Contact Center

Learn how Cisco and Nutanix deliver operational ease, adaptability, and robust infrastructure through complete simplicity, complete flexibility, and complete resiliency delivered in the Cisco Compute Hyperconverged with Nutanix solution.

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What is an outbound call?

VirtualPBX

Simply put, when you or someone from your company makes a call, this is an outbound call , meaning the call is going out of your office or team space. In contrast, if someone calls you or someone in your company, this is an inbound call , meaning that it is coming in for someone at your company to answer. Call and contact centers make inbound and outbound calls, and most businesses will deploy a mix of both to optimize efforts and maximize efficacy.

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How LotteON built a personalized recommendation system using Amazon SageMaker and MLOps

AWS Machine Learning

This post is co-written with HyeKyung Yang, Jieun Lim, and SeungBum Shim from LotteON. LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. LotteON operates various specialty stores, including fashion, beauty, luxury, and kids, and strives to provide a personalized shopping experience across all aspects of customers’ lifestyles.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

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Integrating IT and Campus Facilities for Future-Ready Learning Space

Cisco - Contact Center

Step onto a campus reimagined—where Cisco's innovative digital integration meets modern educational needs, crafting an unparalleled on-campus experience for today's students and faculty.

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Four Reasons Why Assurance Is More Critical Than Ever

Cisco - Contact Center

Assurance is top of mind for our customers, analysts, and the market at large. This blog covers four reasons why assurance is more critical than ever, and why it should be on your radar as well.

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Customer Experience Research Firms: How to Get Inside Your Customer’s Head

Interaction Metrics

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto indu

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Partners, Let’s Go Beyond Customer Experience at Cisco Live!

Cisco - Contact Center

We will show up at Cisco Live armed with exclusive content, sessions, interactive demos, partner talks, games and several other opportunities to network, learn and celebrate. Here’s a sneak peek of what we’re preparing for you.

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Unlock the Secrets of Customer Service Excellence: Who’s Winning and What’s Broken?

CSM Magazine

We work in the most valuable industry in business. Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. Celebrating all this is something I love doing each year at the UK National Contact Centre Awards.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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Email Security Reinvented: How AI is Revolutionizing Digital Defense

Cisco - Contact Center

Explore the many ways that Secure Email Threat Defense leverages sophisticated AI and ML to protect against advanced threats.

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Hello Customer in action: join us for Demo Friday

Hello Customer

Join us every three weeks for ‘Demo Friday’ at Hello Customer, a free webinar event led by our Chief Technology Officer, Jonas Beullens. Discover how we turn customer murmurs into roars of insight that streamline feedback collection, sharpen analytics, and drive impactful changes to boost satisfaction and business growth. These sessions are open to everyone!

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Get Inspired and Go Beyond with Cisco Customer Experience at Cisco Live

Cisco - Contact Center

Cisco Live 2024 is right around the corner. Hear from James Turrell, Head of CX Marketing and Communications, on what CX-led sessions and demos will be available to you in Las Vegas this year.

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The Wrap-Up Time Trap: How Automation and Business Intelligence Boost Agent Efficiency

TCN

Long wrap-up times after calls are a critical pain point for many contact centers. Staffing. The post The Wrap-Up Time Trap: How Automation and Business Intelligence Boost Agent Efficiency appeared first on TCN.

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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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Ten Essential Ways to Upskill Customer Support Team Leaders

CSM Magazine

Customer support team leaders are pivotal figures who bridge the gap between frontline support staff and the strategic goals of a company, ensuring customer satisfaction while driving efficiency and innovation. Given their importance, investing in the upskilling of customer support team leaders can significantly impact your organization’s success.

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Help Scout Using Help Scout: Tags and Custom Fields

Help Scout

Let's take a look at how Help Scout's customer support team uses the tag and custom field Inbox features.

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Machine Learning Development: A Comprehensive Review of Booktest and Testing Tools

Lumoa

Before we begin, we’d like to set the expectations for you dear readers. We’re tackling a complex yet crucial topic in machine learning and AI development. And our goal? To make this intricate subject easy to understand for everyone, whether you’re an expert in the field or just starting to get curious. Here’s our promise: We’ll keep things as straightforward as possible.

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EnviroVent Boosts Productvity with BigChange Field Service Tech

CSM Magazine

EnviroVent, the manufacturer of domestic ventilation products, has transformed its installation and service operation using a BigChange job management system. Since implementing the 6-in-1 cloud based solution, EnviroVent has reduced the number of ‘no-access’ visits from 15 percent to below 5 percent and has reduced routine reporting tasks by more than 75 percent.

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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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Content Moderation Outsourcing: Advantages and Pitfalls

Helpware

All posts matter. Every single piece of communication shared across digital channels represents a unique opportunity to captivate our intended audience or risk forfeiting their allegiance. This underscores the growing importance and sensitivity of content moderation outsourcing in today's digital business development landscape.

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Exceeding Customer Retention Goals for a Major Media Corporation [Case Study]

BlueOcean

This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.

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Exceeding Customer Retention Goals for a Major Media Corporation [Case Study]

BlueOcean

This major Canadian media organization reaches over 6 million people every single week. A customer-first experience is nothing less than critical for them. As a pillar within an industry that has been rocked by shifts in technology and distribution as well as customer habits and expectations, they partnered with Blue Ocean to focus on customer wins and revenue retention.