Wed.May 31, 2023

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Empower Your Business with Customer Journey Mapping

Real Blue Sky

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. It’s a powerful tool that lets us see things from the customer’s perspective, from the moment they first reach out to us to their post-purchase experience and throughout that customer’s relationship with the

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THE PHONE CALL IS A POWERFUL, FORGOTTEN LEADERSHIP TOOL

CCNG

One day, when my children were small, I picked them up from the daycare center and headed home to make dinner. Tired from a long day, we carried the backpacks into the house, and I hurried to the kitchen. Thirty minutes later, as we sat down to the dinner table, the phone rang. I got out of my chair and answered the phone. It was my boss. He said, “I know you are home with the kids, and I don’t want to keep you from them, but I just had to call and tell you what a great job you’re doing.

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The Three Principles to Build Customer Loyalty

Bill Quiseng

Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?

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Is Leadership Chronic Stress Poisoning Your Culture & Increasing Your Attrition?

CCNG

According to recent studies: 50.5 Million people in the U.S. quit their jobs in 2022 (federal govt. JOLTS report) 50% of US workers are stressed, 67% of global workforce is disengaged. Cost - $7.8 Trillion, 11% global GDP (Gallup 2022 SoW Report) 56% of women senior leaders are stressed, with 46% of women senior leaders burnout, 40% are looking for a new role (Deloitte Woman at Work 2022) Toxic Culture is the #1 rated predictor of attrition (MIT Sloan Review Jan 2022) The question is why?

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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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Furthering the AI-First Security Cloud: Cisco Announces Intent to Acquire Armorblox

Cisco - Contact Center

Keeping an organization secure has a few basic steps that haven’t changed over the years: identify threats, respond and neutralize them, and put measures in place to prevent them in the future.

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Transform and Optimize Your Network for the Cloud

Cisco - Contact Center

Co-authored by Pat Buemi, Partner Executive, Cisco and Jeff Gatz, VP Alliances, Kyndryl Over the past few years, we have seen a massive acceleration of cloud initiatives to support hybrid work… Read more on Cisco Blogs

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How Can Call Centers Retain Agents?

SharpenCX

In the evolving world of customer service, contact centers play a vital role in ensuring customer satisfaction. However, call center agent retention continues to be a challenge for many organizations. High turnover rates not only lead to increased recruitment costs but also impact the overall customer experience. To tackle this issue head-on, organizations must adopt strategies that prioritize agent satisfaction, growth, and well-being.

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What’s lurking in your email?

Cisco - Contact Center

Defending your organization against the number one threat vector Email remains today’s number one threat vector for launching cyberattacks.

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Translate documents in real time with Amazon Translate

AWS Machine Learning

A critical component of business success is the ability to connect with customers. Businesses today want to connect with their customers by offering their content across multiple languages in real time. For most customers, the content creation process is disconnected from the localization effort of translating content into multiple target languages.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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5 Marketing Strategies to Increase Enrollment (without blowing the budget)

Comm100

The competition for higher education students has potentially never been harder than it is today. Since 2017, postsecondary enrollment in the US has fallen by 9%. Worse yet, it doesn’t look like this trend is set to change any time soon. To tackle this competitive landscape, colleges and universities can’t rely on their current strategies to attract students.

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Configure and use defaults for Amazon SageMaker resources with the SageMaker Python SDK

AWS Machine Learning

The Amazon SageMaker Python SDK is an open-source library for training and deploying machine learning (ML) models on Amazon SageMaker. Enterprise customers in tightly controlled industries such as healthcare and finance set up security guardrails to ensure their data is encrypted and traffic doesn’t traverse the internet. To ensure the SageMaker training and deployment of ML models follow these guardrails, it’s a common practice to set restrictions at the account or AWS Organizations level throu

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Government, Education, and Healthcare Sessions at Cisco Live 2023

Cisco - Contact Center

This blog was co-authored by Patricia Martinez. We’re thrilled to welcome you to Cisco Live 2023!

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10 Ways Virtual Customer Service Can Help When You Can’t Find the Right Talent

LiveVox

If you’re having trouble getting the right people for your contact center, you’re not alone. One solution many businesses have implemented: virtual customer service. For many businesses, hiring the right people to provide quality customer service might seem difficult. It can be challenging to find someone with the right experience and work ethic to represent […] The post 10 Ways Virtual Customer Service Can Help When You Can’t Find the Right Talent appeared first on LiveVox.

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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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7 Best Customer Feedback Tools for Websites in 2023

Nicereply

Discover the 7 customer feedback tools for websites in 2023. Enhance user experiences and drive business growth. Customer feedback tools are essential in today’s competitive digital landscape for improving user experiences and driving business growth. These tools enable you to gather feedback directly from your website visitors, understand their needs, identify pain points, and make informed decisions to enhance your products or services.

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My Latest White Paper - Re-Thinking the On-Hold Experience

Jon Arnold

We all know what being put on-hold feels like, and it’s never good. While it may be a necessary evil for customer “service”, there’s also an opportunity for contact centers and brands to use that time in a more constructive, engaging fashion. Annoying music can certainly make the experience even worse, but imagine providing content that customers would actually want to hear while on-hold.

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FluentStream Starts Strategic Partnership with Tele-Dynamics

FluentStream

FluentStream, the preferred cloud communications provider by small and midsize organizations, today announced a strategic partnership with Tele-Dynamics (TDNYC), a provider of hosted voice services based in Secaucus, New Jersey. TDNYC’s hosted customers will be upgraded to the FluentStream unified. Read More The post FluentStream Starts Strategic Partnership with Tele-Dynamics appeared first on FluentStream.

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Empower Your Business with Customer Journey Mapping

Real Blue Sky

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. It’s a powerful tool that lets us see things from the customer’s perspective, from the moment they first reach out to us to their post-purchase experience and throughout that customer’s relationship with the

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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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FluentStream Starts Strategic Partnership with Tele-Dynamics

FluentStream

FluentStream, the preferred cloud communications provider by small and midsize organizations, today announced a strategic partnership with Tele-Dynamics (TDNYC), a provider of hosted voice services based in Secaucus, New Jersey. TDNYC’s hosted customers will be upgraded to the FluentStream unified. Read More The post FluentStream Starts Strategic Partnership with Tele-Dynamics appeared first on FluentStream.

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Empower Your Business with Customer Journey Mapping

Real Blue Sky

The Key to Unveiling Hidden Opportunities and Improving the Customer Experience Have you ever wondered what it’s like for a customer to do business with your brand? Quite simply, customer journey mapping is the journey our customers take when trying to do business with us. It’s a powerful tool that lets us see things from the customer’s perspective, from the moment they first reach out to us to their post-purchase experience and throughout that customer’s relationship with the

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7 Best Customer Feedback Tools for Websites in 2023

Nicereply

Discover the 7 customer feedback tools for websites in 2023. Enhance user experiences and drive business growth. Customer feedback tools are essential in today’s competitive digital landscape for improving user experiences and driving business growth. These tools enable you to gather feedback directly from your website visitors, understand their needs, identify pain points, and make informed decisions to enhance your products or services.

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Using A Predictive Dialer for Deep Canvassing Political Dialing Campaigns

Calltools

The 2024 elections cycle is almost here, and that means presidential, gubernatorial, state, and local office nominees are poised to start pressing those buttons — if they haven’t already — on the telephone. Importance of Political Dialing Campaigns While most constituents enjoy the opportunity to chat one-on-one with future potential leaders, these phone calls often catch them off-guard.

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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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4 Common Inventory Management Challenges – And How to Solve Them

CSM Magazine

Keeping on top of your inventory management responsibilities isn’t always smooth sailing, and so it pays to be prepared for small hiccups and larger scale catastrophes alike. The first step is arming yourself with info on what challenges you might face, and understanding how to address them promptly, so let’s do just that. Challenge: Maintaining Accurate Stock Levels to Avoid Overstocking and Stockouts One common inventory management challenge businesses face is maintaining the delicate balance

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Renewing our USGA Partnership to Further Drive Inclusion and Innovation

Cisco - Contact Center

Five short years ago, Cisco embarked on a partnership with the United States Golf Association (USGA) , marking our first official foray into the sport of golf.

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Call Center Recording: A Modern Tool for Customer Excellence

CSM Magazine

In the heart of every successful business, a strong commitment to customer satisfaction is always present. One innovative tool businesses are increasingly employing is call center recording. This technology captures customer interactions, providing valuable insights that can refine and enhance the customer experience. What is Call Center Recording? Call center recording is a state-of-the-art technology used to record and archive customer conversations during inbound and outbound calls.

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Concentrix Fast Start for Amazon Connect

Concentrix

Concentrix Fast Start for Amazon Connect gets your contact center running on Amazon Connect quickly.

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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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Why You Need Software Automation for Your Fashion Business

CSM Magazine

If you’re running a fashion ecommerce business, you likely know that there are countless moving parts to keep track of – from inventory management to order fulfillment and tracking, and beyond. As your business grows, these tasks can quickly become overwhelming and time-consuming Introduction to software automation and its benefits for fashion businesses If you’re in the fashion business, you know that things move quickly.

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The customer health score handbook

ChurnZero

Learn how to build health scores across your company to better predict customer health, stop surprise churn, and grow accounts.

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May 31 – Customer Success Jobs

SmartKarrot

Role: Customer Success Manager Location: San Francisco, CA, United States (Remote) Organization: Fieldguide As a Customer Success Manager, you’ll recommend best practises to increase usage, adoption, and income, you will have a book of business where you are personally accountable to renew and extend accounts. Be a champion for your product! Create best practises to help clients use Fieldguide’s capability to the fullest extent possible.