Mon.Jun 27, 2022

What Makes a Great Chatbot?

Cyara

This article was originally published on Botium’s blog on April 21, 2022, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. What makes a great chatbot?". The ultimate question that moves the chatbot industry, without having a clear answer.

How can artificial intelligence help shape the future of collections?

Callminer

AI can play a vital role in the collections strategy. CallMiner’s Rick Britt, VP of AI, explore how at Credit Connects Online Collections Technology Think Tank on 7th July at 11:55am BST

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Who Desperately Needs De-escalation Training?

Myra Golden Media

Like water is to a desert, my De-escalation Academy is to customer support teams who serve challenging customers. That’s right… you NEED DE-ESCALATION training like the Sahara Desert needs a rainstorm! Need I say more? . Head over to De-escalation Academy to learn more! Customer Experience Design

Case study: How Copper increased retention with community

inSided

When Ken Aponte first joined CRM software company Copper back in December 2020 as their VP of Customer Success, he noticed one thing: retention wasn’t where it needed to be.

CRM 83

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

3 Cisco Live 2022 Key Takeaways

MiaRec

Last week, my team and I felt really blessed to be able to go to Cisco Live in Las Vegas for the first time in two years — a sentiment that was felt by many of the other conference participants and echoed by Cisco CEO, Chuck Robbins, when he came on stage for the keynote.

More Trending

Aircall exceeds $100 million in annual recurring revenue, and reaches Centaur status

aircall

The connected business phone joins a rare breed of businesses, only 8 years after its creation. One year after reaching a $1bn valuation and six years after its 1st million dollar ARR, Aircall reaches centaur status with $100m ARR ( State of the cloud report 2022 – Bessemer Venture Partners ).

The Ultimate Guide to a Botium Proof of Concept (PoC)

Cyara

This article was originally published on Botium’s blog on September 11, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. Does Botium Box meet my requirements? Will it solve my biggest challenges and pain points? Is it worth upgrading my free Botium Box Mini ?

How Our Omnichannel Call Center Solutions Will Help You

Ansafone

An outsourced omnichannel call center is a great option when you have too many incoming and outgoing calls and not enough time. An omnichannel call center can answer your customers’ questions without interfering with your day-to-day operations.

Detecting Dead Ends in the Chatbot Conversation Flow

Cyara

This article was originally published on Botium’s blog on April 15, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. Rule-based chatbots are a good starting point to gain experience in designing chatbots.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Your First 100 Days as an Account Management Leader: Everything You Need to Know

Kapta

As an account management leader, there are a wide variety of responsibilities to manage. Between improving client relationships, growing your business revenue, and prioritizing consumer retention, there is so much more to becoming a successful account manager, or key account manager.

3 Steps: Register Oracle Digital Assistant in Botium

Cyara

This article was originally published on Botium’s blog on April 12, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. chatbots Botium Box Botium Oracle Digital Assistant

5 Top Customer Service Articles of the Week 6-27-2022

Shep Hyken

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. How to Create an Inviting Customer Experience by Andie Burjek.

Continuous Speech Recognition Testing

Cyara

This article was originally published on Botium’s blog on February 23, 2022, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

AI to Inflation-Proof Your Business?

Netomi

Globally, the cost of living is skyrocketing – in the US, inflation hovers near a 40-year high, topping Americans’ concerns for the country, while Canada’s official inflation rate rose at a 6.8% annual pace this past April, a new 31-year high.

Chatbot Testing: The Ultimate Business Benefit

Cyara

This article was originally published on Botium’s blog on March 24, 2022, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium.

Episode #23 – Solving Employee Retention With An On Fire Culture

Russel Lolacher

In this episode of Relationships at Work, Russel chats with multi-time best selling author, researcher and international Hall of Fame speaker Eric Chester on the ingredients to an on fire workplace culture that solves the employee retention problem.

Top 3 Chatbot Security Vulnerabilities in 2022

Cyara

This article was originally published on Botium’s blog on January 25, 2022, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Transferable Skills You Need

CSM Magazine

Jobs that complement each other are a crucial part of developing a career. It can help to learn skills and knowledge that you can transfer into different industries. In this article, we will explore some of the most common transferable skills and discuss how they can help you in your career.

Unveiling the Value of Chatbot Testing

Cyara

This article was originally published on Botium’s blog on February 2, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. What is the value of testing chatbots?” — A question that hits right in the heart of every passionate tester.

Community Summer Camp: Join our educational series on community-led growth

inSided

If you’re anything like us, you still have fond memories of being a youngster and going to Summer Camp. Sit 'rou nd the fire, crafting bracelets, raising the flag and making new friends!

Upskilling Test Engineers for Chatbot Projects

Cyara

This article was originally published on Botium’s blog on March 26, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. With Botium , we are currently defining the industry standard for testing chatbots.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

How to Empower Agents to Deliver a Patient-Centric Experience

LiveVox

Get the insights on how to deliver an enhanced patient experience through agent empowerment. The post How to Empower Agents to Deliver a Patient-Centric Experience appeared first on Livevox. Customer Experience

How to Automate Testing of your WhatsApp Chatbot

Cyara

This article was originally published on Botium’s blog on January 28, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. When it comes to testing WhatsApp chatbots up to now there have been mainly two approaches: Testing manually on a smartphone.

Five Things Utility Customers Care About Apart From Price 

CSM Magazine

The UK energy sector is hitting crisis point right now. We have already seen big names going out of business. Customers are enduring the pain of unprecedented price rises.And there is more to come this autumn when the Ofgem price cap will increase again.

Beginners Guide to Automated Voice App Testing

Cyara

This article was originally published on Botium’s blog on February 3, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. This guide suggests best practices, infrastructure, and tools to ensure your voice app continues to deliver outstanding user experience.

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

Can Digital Technology Really Deliver More Human Empathy? Dr. Natalie Petouhoff in Conversation with Andrew Keen

Natalie Petouhof

Original Article published on Lit Hub. Hosted by Andrew Keen, Keen On features conversations with some of the world’s leading thinkers and writers about the economic, political, and technological issues being discussed in the news, right now.

Making the Case for an Intelligent Virtual Agent

DMG Consulting

Making the Case for an Intelligent Virtual Agent. June 27, 2022 By Donna Fluss. View this article on the publisher’s website. Self-service has become the preferred form of customer support for many consumers, so long as it works. So it should be simple for enterprises to give customers what they want, particularly because it’s also highly beneficial for employees and the bottom line.

ITL TV Bookish: Meet the Author – host Ebony Haywood interviews Dr. Natalie Petrouhoff

Natalie Petouhof

In today’s episode, Ebony Haywood chats with Dr. Natalie Petrouhoff, author of: “Empathy In Action” Ebony Haywood is a writer, teacher, and energy healer who helps people unblock their creative flow and generate solutions for their personal and professional lives.