Fri.Aug 25, 2023

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Mastering the Tone-Of-Voice in Customer Service: A Complete Guide

CSM Magazine

When it comes down to nailing your customer service strategy, striking the right tone is essential to build the foundations of long-term success. But how can you be sure that you are correctly portraying the nuances of your brand through each communication channel? This guide will answer all of your questions. Let’s get started. Align to the Brand’s Mission, Values, and Voice Identity First up, it’s crucial to align your customer service tone with the overall mission and values of the bran

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Cisco Secure Access will enable MSSPs to provide comprehensive SSE capabilities

Cisco - Contact Center

At Cisco Live 2023 , Cisco announced Cisco Secure Access ; a cloud-delivered Security Service Edge (SSE) product that provides comprehensive security capabilities converged in one solution, providing … Read more on Cisco Blogs

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Product Adoption Demystified: Strategies For Customer Allure

kommunicate

Last Updated on August 25, 2023 Imagine you are the founder of a SaaS company that has just built the perfect product that will solve a very particular problem for the customer. But how do the customers know that it is YOUR product that they need? And why will they move away from the competition, [.] The post Product Adoption Demystified: Strategies For Customer Allure appeared first on Kommunicate Blog.

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EPSS and Its Role in Cisco Vulnerability Management Risk Scoring

Cisco - Contact Center

In our March 2023 blog, “What is EPSS and Why Does It Matter?

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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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Let’s Not Confuse ML With AI

Anexa BPO

The term “AI” – or artificial intelligence – is a huge buzzword in today’s marketplace and is being thrown around quite freely. The hype escalates continuously with the emergence of staggering new AI competencies. But there is also a tendency to include machine learning – or ML – under the AI umbrella, which can lead to grossly overselling ML initiatives and their abilities.

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The Power of Augmenting Humans with AI

Vistio

By Gregg Antenen , Vistio Executive Director It’s hard to overstate the impact that the latest wave of AI technology using large language models has had on the CX industry in just a few months, as seemingly every company races to explore the potential of AI and to incorporate it somehow into their processes and applications. The approach most contact centers and CX vendors are taking though, is to use AI to replace the human agents that have historically been the backbone of customer service.

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Next Webinar - Where to Invest for Long-Term Contact Center Success

Jon Arnold

Quiet month before summer ends, but September will be busy, and even more so for October. Got a new webinar here to pass along - I’ll be speaking with RingCentral , and it’s hosted by ICMI , so I’ll be in good company. There’s so much to talk about in the contact center space, and I hope you’ll join us for our take. The webinar is on Sept. 27 at 2pm ET, and here’s the registration page.

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Stories from the Field: Aligning Service and Mission

Brad Cleveland Blog

Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1 for this and 2 for that.” And I don’t get service policies that are immediately … Continue reading → The post Stories from the Field: Aligning Service and Mission appeared first on Brad Cleveland.

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Stories from the Field: Aligning Service and Mission

Brad Cleveland Blog

Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1 for this and 2 for that.” And I don’t get service policies that are immediately … Continue reading → The post Stories from the Field: Aligning Service and Mission appeared first on Brad Cleveland.

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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