Mon.Sep 27, 2021

Automation-First + Human Agents = Successful CX

Lynn Charafeddine

There's often a misconception that CX automation replaces Human jobs


The Key Account Strategy Template for B2B Businesses


Creating an ironclad plan for key account management that guides individual account growth and gives you organization-wide insight isn't easy.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

What is the difference between quality control and quality assurance?


Quality is king. A high-quality product, service, or experience is the fundamental foundation of a low-effort experience for a customer—and the goal of customer experience leaders everywhere.

NLP Chatbot – All You Need to Know in 2021


Intro This is the era of the consumer. Everything a brand does or plans to do depends on what consumers wish to buy or see. Customization and personalized experiences are at their peak, and brands are competing with each other for consumer attention.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

The Book That Changed My Customer Service Career

Help Scout

This post is part of The Supportive, Mathew Patterson’s column for customer service professionals. Learn what The Supportive is , or browse through all of the posts from this series.

More Trending

Google Names Edify a Chrome Enterprise Recommended Partner for Contact Center


Contact: Liz Cahill for Edify Labs. PR Contact Center Edify Press Release Cloud Contact Center contact center solution Chrome OS Chrome Enterprise Recommended Google

ClariPi’s CT denoising solution uses AI to provide the best image quality possible, even from low-dose or ultra-low-dose CT scans


The fear of radiation exposure has plagued modern medicine for far too long. While CT scans can be vital to screen, diagnose, monitor and treat different conditions, patients and clinicians often question if this kind of imaging is deemed medically necessary due to radiation concerns.

Can Switching to VoIP Really Save You Money Every Month?


VoIP (Voice over Internet Protocol) phone systems aren’t exactly new, but thanks to the wider availability of high-speed internet they’ve become the go-to solution for businesses looking to save money. Wait… are traditional landline systems really that expensive? I’m glad. Read More.

voip 52

SelectVoice Com is Now a HIPAA Certified Agency

Select VoiceCom Blog

In this digital age, data is considered the most valuable resource in the world. Individuals and companies from varying industries now incorporate it as key drivers in their operations, with some even handling confidential information 24/7.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Chrome OS Offers Fully Integrated Solution for Contact Centers

CSM Magazine

Contact centers are getting new tools in their digital transformation toolbelt. Starting today, Chrome OS offers a fully integrated solution for contact centers.

How to Handle Dialogflow Errors (Es & CX)


If you’ve spent any time testing your Dialogflow ES or CX while creating agents, working with webhooks, and integrations with other platforms, you’ve probably seen various error messages. In this post, we cover some of the most common errors, and how to resolve those errors.

APIs 52

How to Show Yourself Better in a Job Interview

CSM Magazine

On every job interview, interviewers often speak to many applicants before narrowing their selection to the most desirable candidate. According to research by SHRM , companies take up to 42 days to fill a vacant position on average, and some companies still take a bit longer.

Product Strategist: The Roles and Responsibilities in B2B SaaS


Often, there seems to be an ambiguity between the two designations, product strategist and a product manager. Although they both need to work hand-in-hand, there still exists a thin line of difference.

SaaS 52

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Launching Language Operations (LangOps): A Unified Language Strategy to Unleash Growth

CSM Magazine

We’ve been working hard to change the future of language and its impact on your business. We’re now introducing a new technology category: LangOps.

APIs 52

Sep 27 – Customer Success Jobs


Role: Director of Customer Success (Nonprofit) Location: Remote, San Francisco, CA Organization: Windfall As a Director of Customer Success, you will train, develop, and mentor a team of Customer Success Managers.

5 Top Customer Service Articles of the Week 9-27-2021

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.

23 Email marketing best practices for great campaigns


Email marketing best practices can help you get the most out of a marketing tool that has one of the highest return on investment rates.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.