Tue.Sep 26, 2023

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A Strategic Guide to Choosing Call Center Outsourcing Vendors

Blueship Call Center

The call center sector has seen a significant transition in the commercial world. Call centers began as internal divisions devoted to sales and customer service. The use of call center outsourcing techniques increased corporate productivity in the latter half of the 20th century. As globalisation gained traction, technology allowed firms to grow. Due to this, the number of call center outsourcing vendors who offer services adapted to different businesses and demands significantly increased.

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Why You Shouldn’t Yell at Customer Service Agents – And More

ShepHyken

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. I try to be nice, but that doesn’t always work. What do you think if I yell at them? Here is my answer: A couple of old expressions come to mind. First, “The squeaky wheel gets the oil,” which means if you make enough noise, you might get some action.

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What is call forwarding and how can it help your business?

AnswerConnect

Discover the benefits of call forwarding services. How can it help you manage your calls, how does it work, and how do you set it up? The post What is call forwarding and how can it help your business? appeared first on AnswerConnect Blog.

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Using AI to Personalize the Customer Experience

ConvergeOne

Retailers can stay connected with customers by using augmented reality (AR). AR is the use of a device to superimpose a computer-generated image on a user’s view of the real world. This digital information can be used in various forms and contexts, such as labels and instructions.

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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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The Power of Creativity: How to Foster Innovation in Your Organization

C3Centricity

How important is innovation in your organisation? If it is not one of your top three objectives, you’re missing out on revenue […] The post The Power of Creativity: How to Foster Innovation in Your Organization first appeared on c3centricity.

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Journey to Excellence: Elevating Online Travel Customer Experience

Helpware

Changes in human psychology, specifically communication through messengers and online platforms, including the transition to complete digitization in various fields have significantly transformed the online travel customer experience (CX). In 2020, the global pandemic grounded both international and domestic travel, transforming jet-setters into armchair adventurers.

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Let’s be Greater Together at Cisco Partner Summit 2023

Cisco - Contact Center

Peanut butter and jelly. Baseball and hot dogs. IoT and security. Cisco and Cisco Partners. Some things are simply greater together.

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The Art of Customization – 6 Top Personalized Service Examples

Comm100

71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. research. 76% get frustrated when this doesn’t happen. In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

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Activating patients through the digital front door

Cisco - Contact Center

In today’s rapidly evolving healthcare landscape, a concept known as the digital front door has opened up new possibilities for patient activation.

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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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Revolutionizing Customer Experience: Addressing the 57% Decline in Consumer Satisfaction

Working Solutions

In today’s fast-paced business landscape, customer experience (CX) reigns supreme. Customer satisfaction is the linchpin upon which businesses thrive or falter. Unfortunately, over the past year, we’ve witnessed an alarming decline in consumer satisfaction.

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Premier BPO Receives Two Prestigious Awards At SOCAP Impact Awards Gala

CSM Magazine

Outsourcing firm receives recognition from the Society of Consumer Affairs Professionals. Premier BPO, a U.S.-based outsourcing and co-sourcing provider, is thrilled to announce its recognition at the Society of Consumer Affairs Professionals (SOCAP) Impact Awards Gala. Premier BPO’s team was honored with two awards: The SOCAP Customer Service Star and the SOCAP Supreme Trainer.

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3 Core Communication Skills to Better Understand Your Customer’s Desired Outcomes

Kapta Customer Success

Do your account managers clearly understand their client’s desired outcomes? This is essential if you want to help your customers achieve measurable results and have a six times longer lifespan.

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Enhancing Customer Experience through a Personalized Phone System

NobelBiz

In the rapidly evolving landscape of business communication, the significance of delivering an unparalleled customer experience is very important. According to helpscout.com , more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. Phone systems, a cornerstone of this communication realm, have been a steadfast method for facilitating interactions.

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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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Exploring the Benefits of Back Office Outsourcing Solutions

Back Office Centers

If you are a business owner or manager, you are aware of the numerous chores that must be completed every day. While it is necessary to execute these duties to maintain the seamless operation of your business, some of the burden is unrelated to your core capabilities, offerings, or services. Although these chores are vital, they may not always be what you like doing.

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What’s Wrong with Payment Integrity in Healthcare

Concentrix

Discover why it’s time for a change in payment integrity in healthcare—and how you can identify and stop more improper payments.

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Kanari helps organizations with capacity planning using Cisco FSO Platform insights

Cisco - Contact Center

The experience matters more than ever in the digital marketplace.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Using AI to Personalize the Customer Experience

ConvergeOne

Retailers can stay connected with customers by using augmented reality (AR). AR is the use of a device to superimpose a computer-generated image on a user’s view of the real world. This digital information can be used in various forms and contexts, such as labels and instructions.

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HoduSoft Joins CCA as Vendor Member: Revolutionizing Cloud Communication Innovation

Hodusoft

HoduSoft Joins CCA as Vendor Member: Revolutionizing Cloud Communication Innovation In today’s technology-driven world, unified communications and cloud technology are evolving at a rapid pace. Staying ahead of the competition and providing innovative solutions to customers requires not only a commitment to innovation but also active participation in industry associations and alliances.

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Sustainability 101: What is carbon accounting?

Cisco - Contact Center

Do you feel a bit lost when people refer to certain environmental sustainability topics and aren’t sure where to start when it comes to learning more?

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Customer Experience Management: Optimizing Your Strategy for Financial Success

Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts

In the world of business, connecting the dots from experience to financial impact is an essential skill. Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.

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Customer Story: Tattly

Help Scout

Tattly insists on delighting customers and uses Help Scout to make providing memorable support as easy and fun as it should be.

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How Technology Empowers Me To Break Barriers and Build Bridges

Cisco - Contact Center

Growing up in a resilient country healing from communism, I witnessed firsthand hardworking people breaking barriers.

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Inside Support: Q&A with Support Leader Brittany Ferguson

Help Scout

Learn from folks who are helping customers, building teams, and growing careers in ecommerce customer service.

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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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What is a Human Resources Playbook? Where can I Download a Free Template?

SmartKarrot

The business environment has never been less certain, more complex, more volatile, or more fraught with indistinctness than it is now. Heated labor markets, freelancing employees, socialized recruitment, and diminishing talent pipelines are the new normal. This means that you need to engage and empower your workforce in order to gain a competitive advantage over your rivals in the industry you operate in.

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Loop Insurance Triples Customer Self-Service Rate With Quiq’s Innovative Generative AI

CSM Magazine

Quiq debuts the first AI Large Language Model Powered Assistant, propelling LOOP Auto Insurance to the forefront of customer service innovation with more personalized and efficient interactions. Quiq, the trailblazing conversational customer experience (CCX) platform, is proud to announce that LOOP insurance is live with a customer-facing AI Assistant, built on Large Language Models (LLM), the same AI underlying ChatGPT.