LiveVox

FEBRUARY 13, 2023

Call center software helps organizations control costs, develop agents, monitor and enhance the customer experience, maintain compliance with laws and regulations, and more. In this article we’re going to explore essential call center phone system features. Call center agents often wear many hats. Businesses rely on call center agents to handle all of the incoming […] The post Essential Call Center Phone System Features appeared first on LiveVox.

Call Center 52

Call Center call center software Customer Experience 52

Callminer

FEBRUARY 13, 2023

In recent years, QA has evolved with the increased sophistication of conversation intelligence technology. Read this blog to learn how CallMiner supports every type of quality management journey.

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Quality management Technology Management 333

ShepHyken

FEBRUARY 13, 2023

Top Takeaways: The customer journey is like a romantic relationship. The marketing and sales phase is like dating. It is tactical and fun. When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain. Customer service must be built into every aspect of the journey.

Customer retention 156

Customer retention Sales Customer Service Marketing 156

Cisco - Contact Center

FEBRUARY 13, 2023

Episode 35 of the Cisco Optics Podcast is now posted! See below for episode notes. Cisco Optics Podcast Episode 35 Fascinating laser research projects you wish you thought of, with Juliet Gopinath.

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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.

JustCall

FEBRUARY 13, 2023

Most of us have at least a few places where our phones don’t work, like a room or two at home, a favorite basement coffee shop, or some other area where the signal is blocked. Wi-Fi calling can save the day in these situations. Wi-Fi calling and texting use a Wi-Fi network instead of the cell phone network to make and receive calls over the Internet.

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voip Wireless Telecommunications Technology 94

Tethr

FEBRUARY 13, 2023

Discover why empathy statements can actually harm your customer service efforts. Learn more about 3 guiding principles to improve your agent performance here.

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Customer Service 85

Cisco - Contact Center

FEBRUARY 13, 2023

I grew up 228 miles northwest of New York City in a rural village dotted with small farms. It was in this environment that I felt closest to planet Earth.

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AWS Machine Learning

FEBRUARY 13, 2023

This post is co-written by Zdenko Estok, Cloud Architect at Accenture and Sakar Selimcan, DeepRacer SME at Accenture. With the increasing use of artificial intelligence (AI) and machine learning (ML) for a vast majority of industries (ranging from healthcare to insurance, from manufacturing to marketing), the primary focus shifts to efficiency when building and training models at scale.

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Scripts Best practices Transportation Construction 80

Comm100

FEBRUARY 13, 2023

It’s an exciting time in artificial intelligence. The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT. While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT.

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Management Education Chatbots Technology 78

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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

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Playvox

FEBRUARY 13, 2023

With corporate budgets tightening, contact center leaders might be tempted to cut into your quality management funding. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service. If they don’t get it, they’re likely to move on, costing your business money in the long run. A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% of their revenue due to bad experiences.

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Contact Center Quality management Calibration Coaching 78

ClearAction

FEBRUARY 13, 2023

Leading Customer Experience as a Team Sport Lynn Hunsaker Author Lynn Hunsaker at Super Bowl LVII stadium 2023 Leading customer experience as a team sport is essential because every player in your enterprise helps or hinders customer experience performance. In competitions like the Super Bowl and World Cup, every player knows how they contribute to winning.

Customer Experience 71

Customer Experience Journey mapping Entertainment Enterprise 71

JivoChat

FEBRUARY 13, 2023

4 billion is the number of e-global mail users, as the Statista Research reveals. Despite the growth of other alternatives to sending messages online, like WhatsApp, email continues to be used, and it’s possible to create high-performance marketing campaigns through it. That’s where the email marketing courses get in. There are several online courses available that aim at how to create campaigns that will help you convert leads into customers by creating attractive and compelling co

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Marketing B2B B2C Chatbots 75

Jon Arnold

FEBRUARY 13, 2023

I’ve got a new podcast to share, this time with NICE. Am back for another episode of CX Pulse , hosted by Amelia Earhart, and this time we’re talking about the bigger picture for how AI is - and can be - deployed in the contact center. There’s no direct link to specific episodes, so you have to scroll through their web page , but since mine is recent, it’s near the top - “AI in the Contact Center”.

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Contact Center 59

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

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success managers who do it all. Whereas, if you’re a fast-growing team, you’re likely ready to bring on more specialized roles such as operations and onboarding to drive greater productivity and efficiency.

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Chief Customer Officer Consulting Consulting Customer centricity 52

Vistio

FEBRUARY 13, 2023

Watch to the full podcast here:  Or click here to just listen to the audio.                     Despite attempting to accomplish the same goal, the West’s version of CX is quite different culturally than the East’s version of CX. In today’s podcast we will be addressing the differences between the two areas. Representing the East’s perspective we have today’s guest Vaishali Dialani , who will be discussing with us the cultural disconnect between the East and the West. [ 4:4

Marketing 52

Marketing Customer Experience Management 52

Nicereply

FEBRUARY 13, 2023

There are many different types of customers that a support manager may encounter. We looked at the most common personas in support and how to handle them. Customer support teams interact with a lot of customers. Support is the frontline for every company, which means they’re usually the first to hear about issues, feedback, and overall sentiment. As a support manager , you get to meet many of these different types of customers, both directly and indirectly.

Management 52

Management Best practices CRM Coaching 52

Advantage Communications

FEBRUARY 13, 2023

Advantage Communications, with over 25 years of experience, provides world-class customer experiences through state-of-the-art contact center solutions and innovative customer service strategies. In this blog, we will provide you with an overview of these three key terms, highlighting their roles in customer service and business operations.

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Contact Center Call Center contact center solutions Customer Service 52

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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.

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Vistio

FEBRUARY 13, 2023

Being a call center agent is demanding. It requires maintaining an understanding, patient, and caring nature while working with frustrated or angry customers and navigating surprise roadblocks. Despite their hard work, public perception of agents isn’t always favorable. And within the contact center, leaders don’t always consider agents to be the valuable assets they are.

Customer Experience 52

Customer Experience Scripts Contact Center Call Center 52

Spearline

FEBRUARY 13, 2023

Passing the test Call center KPI tracking often involves exhaustive call testing; voice call quality testing, call connection testing, remote agent connection testing , latency testing, and symmetrical and asymmetrical collaborative tool testing, to name but a handful. You have to ask yourself what time and resources you have available to devote to the collection and analysis of KPI metrics.

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Call Center Interactive Voice Response Average Handle Time Metrics 52

Kapta Customer Success

FEBRUARY 13, 2023

Effective customer onboarding is essential for long-term customer success and starts with a smooth handoff from sales to the customer success manager (CSM). It sets the tone for the relationship, influences time to ROI, and impacts trust.

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Sales Management Accountability 52

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success Managers who do it all. Whereas, if you’re a fast-growing team, you’re likely ready to bring on more specialized roles such as operations and onboarding to drive greater productivity and efficiency.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

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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CSM Magazine

FEBRUARY 13, 2023

When players search for information on the internet about a casino, one of the significant factors that help them in their decision-making process is the data they gather about how well the gambling platform treats its patrons. This is not directly related to the gaming or financial aspect of gambling. Yet, punters hold this factor in high esteem and do not think twice about platforms known to have bad customer service.

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Customer Service Customer Support Management 52

MiaRec

FEBRUARY 13, 2023

Are you looking to upgrade your contact center software but struggling to navigate all the different terms describing various market segments? Do you not fully understand the difference between WFO, WFM, and WEM and how Customer Engagement platforms fit into all this? If so, you are not alone. Here at MiaRec, we serve more than 1,000 companies, financial institutions, and government agencies worldwide, and the confusion is REAL!

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Contact center software Government Contact Center Marketing 53

Blueship Call Center

FEBRUARY 13, 2023

There often doesn’t appear to be enough time in the day while operating a business. Particularly in small organizations, employees must wear several hats; duties like taking phone calls can easily be neglected. While answering the phone could seem like a distraction from more crucial operational needs, providing excellent customer service is essential for gaining new clients and keeping existing ones.

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outsourcing Call Center Technology Interactive Voice Response 49

Enghouse Interactive

FEBRUARY 13, 2023

Customer Experience 84

Customer Experience 84

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

Journey mapping

Andrew Mcfarland

FEBRUARY 13, 2023

Risk management is a crucial aspect of project estimation and execution. It involves identifying, assessing, and prioritizing potential risks that may affect the success of a project. Effective risk management helps project managers to minimize negative impacts and maximize the chances of project success. In this blog post, we will explore the importance of risk management in project estimation and the steps involved in implementing a successful risk management plan.

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Management outsourcing Technology Marketing 12

CSM Magazine

FEBRUARY 13, 2023

Many people all over the world enjoy poker. The game has been famous among players for a long time, even when it was only available to play at physical gambling houses. Casinos have now gone online, and so has poker, yet the love for the pastime has remained strong. Many even argue that the love for the card game has increased since playing poker online means players can enjoy the game without leaving the comfort of their homes.

Customer Service 10

Customer Service Customer centricity Chatbots Feedback 10

Russel Lolacher

FEBRUARY 13, 2023

In this episode of Relationships at Work, Russel chats with personal branding strategist Ana Lokotkova on how defining who you are in the workplace will help you standout and improve your employee experience. A few reasons why she is awesome — she is an international career and LinkedIn branding advisor, interview coach and resume writer all through her consultancy CV Labs.

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