Mon.Aug 28, 2023

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How Personalization Enhances Business Relationships and the Customer Experience with Patrick McCullough

ShepHyken

Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty. Personalized notes are a powerful tool in business. They break through the clutter of digital communication and create a meaningful connection with customers and clients. Greeting cards can be used strategically to strengthen business relationships.

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Black Hat USA 2023 NOC: Network Assurance

Cisco - Contact Center

The Black Hat Network Operations Center (NOC) provides a high security, high availability network in one of the most demanding environments in the world – the Black Hat event.

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Top 5 Customer Service & CX Articles for the Week of August 28, 2023

ShepHyken

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. 5 Customer Experience Lessons You Can Learn From the Eras Tour by Brittany Hodak (Brittany Hodak) Beyond the spectacle of the show-stopping performances, the unique celebrations, and the staggering economic impact, the Eras Tour is a testament to Taylor’s fan-centric philos

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How AI Is Transforming the Education Customer Experience

LiveVox

The rise of artificial intelligence (AI) in the higher education lending sector is completely transforming the way education lenders engage with customers, streamline operations, and enhance customer experience. Through AI virtual agents, chatbots, and self-service platforms, lenders can now capitalize on the power of AI to drive efficiency and provide their clients with personalized service. […] The post How AI Is Transforming the Education Customer Experience appeared first on LiveVox.

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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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How to Change Your TikTok Username

JivoChat

If you are among the more than 1.677 billion monthly TikTok active users in 2023, learning how to change your TikTok username can be very useful. It just takes a few minutes, and you can choose the username that suits you best. There are several reasons for changing a TikTok username. For example, if you misspelled your name when creating your account, or if you changed to a business account and wish to use a more professional username.

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ChatGPT vs. Human Writers: Comparing AI with Essay Writers

JivoChat

The emergence of artificial intelligence (AI) has greatly changed almost all sectors of our lives. These changes are because AI allows us to automate many routine and not-so-routine processes while maintaining quality. But, as AI is developing faster and faster every day, it poses a growing threat to traditional professions. There is growing tension in society that AI will completely replace humans and leave many people unemployed.

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New Cisco Services Help You Achieve Business Outcomes— Faster

Cisco - Contact Center

In my role, I have the incredible opportunity to meet trailblazing IT leaders just like you every day.

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Transforming Finance: Generative AI Use Cases in Financial Services

Concentrix

Explore transformative generative AI use cases in financial services. Discover AI-driven solutions for innovative financial advancements.

Finance 62
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Inspired People = Inspired Workers = Inspired Companies

Anexa BPO

Here’s a workplace rule of thumb: people are most productive when they feel motivated about what they do and how they live. Fact. So how does today’s employer approach the rapid shift in employee priorities and retain the cream-of-the-crop talent? Because it’s true…employee expectations have never been higher. They want to be authentically engaged in their jobs and feel passionate about their working life.

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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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Case Study: Expert Trust & Safety Support for Hyperscale Platforms

24-7 InTouch

IntouchCX provides emerging platforms with industry-leading trust and safety support with our Disrupt solution. Our extensive experience enables us to streamline new business processes for our partners, improving efficiency and elevating the customer experience. A global leader providing hotel accommodations, holiday rentals, homestays, and experiences to travelers across the globe needed our help building a support structure to mitigate fraud and reduce financial loss.

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Unlocking Digital Transformation in Higher Education – A Checklist for Success

Comm100

There is no doubt that digital transformation in higher education is essential – but there’s also no doubt that many schools are falling behind in this journey. Digital transformation in higher education isn’t just about introducing online courses or providing email support; it’s about creating a cohesive, digitally driven ecosystem that enhances every stage of the student experience.

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Mistakes Are Bound to Happen – Here’s How to Put Them to Work

Anexa BPO

Organizations are only as good as the humans that develop and operate them – and that introduces the possibility for mistakes to be made. Most leaders would agree that mistakes are not something to welcome, but there can be a silver lining to this cloud. Executing an initiative called the “service recovery paradox” can make the difference between losing a customer or – believe it or not – increasing their loyalty.

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Ensuring Compliance in the Education Sector’s Customer Experience

LiveVox

In today’s rapidly evolving world, the education sector is embracing technology and innovative solutions to enhance the learning experience for students and educators alike. With the rise of online learning platforms and digital tools, companies operating in the education industry must navigate a complex landscape of compliance regulations while striving to deliver exceptional customer experiences. […] The post Ensuring Compliance in the Education Sector’s Customer Experience a

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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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The Recipe for CX Success

Anexa BPO

Across all industries, the pandemic fundamentally changed how business is done. And the interesting thing is that while the lockdowns disappeared, the trends did not. Many new sales paradigms emerged and are here to stay, and today’s customers will never look back. Expectations have been set, and if anything, they are moving higher on the leaderboard.

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Unforgettable Labor Day Ideas 2023

Call Experts

Are you on the hunt for awesome Labor Day ideas 2023? As the summer breeze slowly transitions into the crispness of fall, the arrival of Labor Day offers the perfect opportunity for families to celebrate the contributions of the American workforce. Instead of the usual routine this year, why not make the most of this long weekend? Engage in exciting and memorable activities.

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KAMCon 2023: How Key Account Management Teams Drive Internal Collaboration

Kapta Customer Success

Account management is a social role that requires interdepartmental cooperation. Learn how account managers can collaborate with four teams for better outcomes.

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Which Department Should Handle Digital Interactions?

DMG Consulting

Which Department Should Handle Digital Interactions? View this article on the publisher’s website The short answer to the question posed above: All inquiries should be handled by the contact center (which can encompass customer service, inbound sales, or similar functions), regardless of the channel in which they arrive. An inquiry is an inquiry, and it should be managed by the employees best trained to meet each customer’s needs.

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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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How to Improve Ecommerce Customer Experience (11 Ways)

Help Scout

We’ll show you practical ways to improve the customer experience for your ecommerce store so you can get more repeat customers and word-of-mouth referrals.

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7 Tips for Handling Customer Complaints with Ease

Nicereply

Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. These ‘unwanted guests’ often arrive unannounced and a lot of time without mercy… If these service complaints are not addressed correctly, they can leave a lasting stain on your brand’s reputation.

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Contact Center Performance: Mastering the Art of Transformation

NobelBiz

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional. In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.