Mon.Jun 26, 2023

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18 Ways to Make Your Customers Feel Loved and Appreciated

Steve DiGioia

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

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Sentiment analysis & machine learning: 2023 guide

Callminer

Sentiment analysis and machine learning have become crucial tools for gauging the customer experience. Read this blog to learn how your business can leverage sentiment analysis.

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Trending Sources

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How to Never Lose an Employee Again with Joey Coleman

ShepHyken

Top Takeaways: You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experience are two different silos. The better way to look at it is that they are two sides of the same coin because we need to work on both. The first 100 days are the most important time in the entire relationship with an employee.

Surveys 156
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How EVE Detects Malicious Uses of Trustworthy Cloud Services

Cisco - Contact Center

To evade detection, attackers will often live-off-the-land by using pre-installed binaries like powershell.exe and communicating with legitimate cloud services like dl.dropbox[.]com.

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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 AI is Redefining the BPO Industry: Operational Insights, Efficiency Gains, & Actionable Tactics

LiveVox

Adopting AI technology offers compelling reasons for BPO companies to enhance their operations and decision-making processes. By leveraging AI-powered tools, BPOs can delve into vast amounts of data, extract valuable insights, and uncover trends that drive operational improvements. The post How AI is Redefining the BPO Industry: Operational Insights, Efficiency Gains, & Actionable Tactics appeared first on LiveVox.

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Leveraging the Power of Social Media for Exceptional Customer Service

Anexa BPO

In today’s digital age, social media has become an integral part of our lives, revolutionizing the way we connect, communicate, and consume information. It’s no surprise that brands have also recognized the potential of social media as a powerful tool for providing exceptional customer service. In this blog, we’ll explore how forward-thinking brands are utilizing social media platforms to enhance their customer service experience, foster meaningful relationships, and build a lo

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OpenAPI v3 Support for the Meraki Dashboard API

Cisco - Contact Center

Meraki’s API has transformed significantly starting with the adoption of Swagger, now known as OpenAPI v2.

APIs 85
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Employee satisfaction: What eSAT is and why you should track it

Nicereply

Employee satisfaction, or eSAT, is a measure of how happy employees are in their position. Here’s why you should track it. Businesses across industries have recognized employee satisfaction’s pivotal role in their overall success. And it makes sense , right? At its most basic, satisfied employees tend to exhibit higher levels of engagement, commitment, and enthusiasm when serving customers.

Surveys 52
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[Case Study] Transforming the Digital Frontier – CyberCX’s Successful Customer Experience Program

Genroe

Discover how CyberCX transformed their customer experience, boosting NPS and amplifying business growth with a comprehensive CX program. The post [Case Study] Transforming the Digital Frontier – CyberCX’s Successful Customer Experience Program appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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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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Lenders Should Not Expect Borrowers to Use Ad Hoc Interpreters to Interpret or Translate

Certified Languages International

“Lenders and servicers must be required, not merely encouraged, to respond to the needs of LEP consumers with concrete steps to increase access to written and oral assistance. Without action, LEP consumers will continue to face significant barriers in achieving homeownership and saving their homes when they face hardship.” – Nicole Cabañez, Skadden Fellow at the National Consumer Law Center A significant barrier for borrowers who don’t speak English in the U.S.

Finance 52
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Elevating the Gaming Experience: Best Practices to Prioritize Gamer Needs

24-7 InTouch

Gaming has evolved from a mere hobby to a global phenomenon, captivating millions of players worldwide. With an industry that generates billions in revenue each year, the focus on gamers’ experience has never been more crucial. As a thought leader in customer experience optimization, IntouchCX understands the significance of delivering exceptional gaming experiences.

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Top Questions to Ask Your Account Managers About At-Risk Customers

Kapta Customer Success

Today, more than ever, businesses need to be on the lookout for the signs of churn risk. This is especially true when it comes to key accounts since they represent a significant amount of your recurring revenue that you need to protect.

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CX and Women Leadership

Vistio

Watch the full podcast here:  Or click here to just listen to the audio.     Live from CCW in Las Vegas, we’ll be bringing back one of our “CX QA Live!” regulars for a very special topic. Serving as a director for ACEL, Co-Founder and COO of Support U, it’s our dear friend Dr. Hui Wu-Curtis speaking on the most important asset in your CX leadership teams.

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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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How to Use Generative AI to Make Your CX Feel More Human

CSM Magazine

Right now, generative artificial intelligence (AI) tools like ChatGPT are making headlines — and in some cases, being used to write those headlines — leading to excitement and speculation about what the future holds. Some articles focus on uncertainty and anxiety: that AI is not yet sophisticated enough to be trusted with important decisions or inputs, or that even a small human error in input could result in major harm.

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The Ultimate Guide to Lead Conversion in Today’s Competitive Real Estate Market

JustCall

The housing market is currently experiencing significant pressure due to the prevailing macroeconomic conditions. Factors such as high mortgage rates and soaring home prices , coupled with concerns about an impending recession, have deterred many potential home buyers. Consequently, this fear and lack of purchase intent have had a widespread impact on the livelihoods of real estate agents, who are now struggling to make ends meet due to the reduced demand in the market.

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How to Leverage Multiple Funding Sources for Broadband

Cisco - Contact Center

Funding the planning, deployment, and operation of a community broadband network takes a lot of capital.

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Efficiency at Your Fingertips: Why SMS is the Ultimate Tool for Real Estate Agents

JustCall

In today’s digital age, communication has become more critical than ever before, and it is no different when it comes to the real estate industry. Real estate agents require efficient communication methods to keep in touch with leads, manage appointments and stay up-to-date with clients. This is where real estate SMS marketing comes into play.

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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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Why Reducing No-Shows is Vital for Your Healthcare Practice

Zappix

Running a successful healthcare practice requires more than just medical expertise. It involves managing various administrative challenges, one of the most significant.

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Top 5 Customer Service & CX Articles for the Week of June 26, 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. Customer Experience Insights From Fast-food Chains by Brittany Hodak (Brittany Hodak) In today’s experience economy, customers are no longer comparing you to your direct competitors.

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The Challenges of Maintaining and Upgrading Call Center Infrastructure

NobelBiz

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. A well-designed infrastructure serves as the backbone of the call center, encompassing various components such as hardware, software, networks, and communication systems.

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Define customized permissions in minutes with Amazon SageMaker Role Manager via the AWS CDK

AWS Machine Learning

Machine learning (ML) administrators play a critical role in maintaining the security and integrity of ML workloads. Their primary focus is to ensure that users operate with the utmost security, adhering to the principle of least privilege. However, accommodating the diverse needs of different user personas and creating appropriate permission policies can sometimes impede agility.

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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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The Ultimate Guide on How to Follow Up with Leads as a Real Estate Agent

JustCall

In the competitive world of real estate, where success hinges on building strong relationships and closing deals, effective lead follow-up is a simple but often overlooked strategy to increase your chances of converting leads into net new customers. This is where a real estate follow up system comes into play. Lead follow up is usually done once or twice by many real estate agents, without a coherent strategy behind it, leading to low conversion rates.

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6 Ways to Improve Omnichannel Customer Experience

Lumoa

A marketing strategy with an 89% retention and an even better purchase rate – sounds unreal, right? But with an omnichannel marketing strategy, these numbers are quite achievable. In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. For example, Target, one of the top US retail chains, improved its pickup sales with an omnichannel campaign.