Beyond Philosophy

OCTOBER 1, 2022

When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form. The second part covered how memories are connected and the different types of memories we have.

Consulting 195

Consulting Consulting Surveys Customer Experience 195

VirtualPBX

OCTOBER 1, 2022

For many professionals and larger businesses, fielding over 20 business calls in a day is an easy task. However, this can quickly become a hassle for small businesses and ultimately hurt the bottom line. But do not worry! There is a solution to helping you field more calls. A phone menu for small business is your answer to routing calls efficiently and effectively.

voip 98

voip Wait times Customer Experience Personalization 98

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Organizations invest in MQL and SQL processes without fail. But they stop short of extending that same support to CS generate high-intent leads. Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

B2C 97

B2C Upselling B2B Accountability 97

AWS Machine Learning

OCTOBER 1, 2022

Be our guest as we celebrate 20 years of AI/ML innovation on October 25, 2022, 9:00 AM – 10:30 AM PT. The first 1,500 people to register will receive $50 of AWS credits. Register here. Over the past 20 years, Amazon has delivered many world firsts for artificial intelligence (AI) and machine learning (ML). ML is an integral part of Amazon and is used for everything from applying personalization models at checkout, to forecasting the demand for products globally, to creating autonomous flight for

Automotive 80

Automotive Healthcare Transportation Marketing 80

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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.

Jon Arnold

OCTOBER 1, 2022

Getting back to a more normal writing output this month. A lot of my work goes in waves - first doing the writing, then sometimes a gap until things get published. Here’s what I was writing about last month, and with event travel kicking off next week, there will be plenty to write about during October. NICE’s Brand Promise - Making Experiences Flow - A Bigger CX Vision , NICE blog, Sept. 21 Vonage AI Studio: Have They Cracked the Code with AI?

Contact Center 73

Contact Center Customer Service 73

TeleDirect

OCTOBER 1, 2022

What Is a Positive Call Center Environment? Whether your business’ call center is in-house or outsourced, one thing is clear: a positive, fair working environment is paramount to your success. But what is a call center environment? And what makes for a positive one? The term “contact center environment” refers to the atmosphere and culture present within your call center team.

Call Center 62

Call Center outsourcing Business Process Outsourcing Contact Center 62

AWS Machine Learning

OCTOBER 1, 2022

AWS Panorama is a collection of machine learning (ML) devices and a software development kit (SDK) that brings computer vision to on-premises internet protocol (IP) cameras. AWS Panorama device options include the AWS Panorama Appliance and the Lenovo ThinkEdge SE70, powered by AWS Panorama. These device options provide you choices in price and performance, depending on your unique use case.

APIs 72

APIs Accountability Management 72

TeleDirect

OCTOBER 1, 2022

Your customer service call back feature services are an important part of your sales process. Learn how call backs work and why they are a must for your business. Customer Call Back Service. Not using customer call back for your contact and support center? You might be missing out on better business. When you use a customer call back service , you are creating a better environment for your clients and support staff alike—and that leads to a better reputation and a bigger bottom line.

Business Process Outsourcing 62

Business Process Outsourcing outsourcing Call Center Healthcare 62

McorpCX

OCTOBER 1, 2022

The digital transformation trends that could make all the difference in how your customers experience you. You’re almost certainly hearing about digital transformation and customer experience trends—which means you’re aware of the importance of digital experience, and you have a handle on the basic building blocks of customer-centric experiences like personalization, relevance, effectiveness, enjoyment and ease.But beyond these, what are some of the trends that can help you truly differentiate i

Customer Experience 52

Customer Experience Customer centricity Personalization Technology 52

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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

Surveys

TeleDirect

OCTOBER 1, 2022

What Are Tiers in IT Support? It’s safe to assume that even if you don’t run a high-tech startup, your company still has substantial IT needs. Most companies run at least some facets of their business digitally (think apps, websites, etc.) That’s where your company’s IT support center comes in. However, IT service is a massive industry and can be as complex as tech itself.

outsourcing 62

outsourcing Scripts Call Center Engineering 62

Hodusoft

OCTOBER 1, 2022

HoduSoft, India-based Unified Communications products maker, announced its collaboration with ITWerks Pte Ltd, a global provider of end-to-end software and cloud technology solutions. The partnership aims at harnessing innovative UC technology for enabling businesses to modernize and reshape their communications. With this strategic alliance, ITWerks aims to serve the Singapore territory and existing global clients with world-class UC solutions.

Contact center software 52

Contact center software Marketing voip Contact Center 52

Dialer 360

OCTOBER 1, 2022

Call center performance evaluates the effectiveness of the customer service team. It is important to measure all factors that you employ in your business strategies and how to improve them to enlarge your business and generate high revenue. Call centers frequently receive a lot of data from platforms that control different business operations. Metrics help monitor this data and transform it into useful insights.

Call Center 26

Call Center First call resolution Average Handle Time Morale 26

ShepHyken

OCTOBER 1, 2022

This week, we feature an article by Dmitry Dragilev, Founder of the keyword and SEO tools, TopicRanker.com , JustReachOut , and Chief SEO Geek. He shares how to get your customer service, sales, and marketing teams in sync. One of the most overlooked struggles for any business’s customer experience is getting every team on the same page. . I saw this at my startup JustReachOut.

Sales 167

Sales Marketing Customer Service Upselling 167

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.

Customer Experience

AWS Machine Learning

OCTOBER 1, 2022

Depending on the quality and complexity of data, data scientists spend between 45–80% of their time on data preparation tasks. This implies that data preparation and cleansing take valuable time away from real data science work. After a machine learning (ML) model is trained with prepared data and readied for deployment, data scientists must often rewrite the data transformations used for preparing data for ML inference.

Engineering 76

Engineering Management 76

inSided

OCTOBER 1, 2022

When it comes to Community, there’s a common misconception that it's best for companies who have 500 or more customers per CSM. And it can offset support cases and help with ticket deflection. But the truth is: Community or a digital strategy is of value to ANY customer and ANY CSM, regardless of your touch style or size of the customer. In fact, Cognite's model shows that Community can solve a variety of problems like a fractured customer experience, low content adoption, and product-customer g

Upselling 52

Upselling Accountability Sales outsourcing 52

AWS Machine Learning

OCTOBER 1, 2022

Pressing or pressure in football is a process in which a team seeks to apply stress to the opponent player who possesses the ball. A team applies pressure to limit the time an opposition player has left to make a decision, reduce passing options, and ultimately attempt to turn over ball possession. Although nearly all teams seek to apply pressure to their opponents, their strategy to do so may vary.

Consulting 79

Consulting Consulting Telecommunications Big data 79

SmartKarrot

OCTOBER 1, 2022

Role: VP of Customer Success Location: Remote, Boston, MA, US Organization: Eleanor Health As a VP of Customer Success, you will lead, mentor and motivate a team of customer success professionals. Sustain ongoing, detail-oriented relationship management with client decision makers including C-suite executives. Hold accountability for overall customer delivery and execution against contractual obligations, growth and renewal.

B2B 3

B2B Revenue potential Accountability Coaching 3

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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.

Self service

CSM Magazine

OCTOBER 1, 2022

New integration enables Zapier customers to connect existing business apps and processes to messaging channels with Sinch’s Conversation API. Sinch , a global leader in cloud communications and mobile customer engagement, today announced its latest integration with Zapier , an automation platform, to bring the widest range of messaging channels to the 5000+ business apps that Zapier supports through Sinch’s Conversation AP I.

APIs 52

APIs Marketing Sales Technology 52

AWS Machine Learning

OCTOBER 1, 2022

In this post, we demonstrate how Kubeflow on AWS (an AWS-specific distribution of Kubeflow) used with AWS Deep Learning Containers and Amazon Elastic File System (Amazon EFS) simplifies collaboration and provides flexibility in training deep learning models at scale on both Amazon Elastic Kubernetes Service (Amazon EKS) and Amazon SageMaker utilizing a hybrid architecture approach.

Scripts 79

Scripts Engineering Accountability Management 79