Mon.Feb 13, 2023

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Essential Call Center Phone System Features

LiveVox

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.

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Manual QA in a conversation intelligence program

Callminer

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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Amazing Business Radio: Anita Toth

ShepHyken

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.

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The Benefits of Personal Branding at Work with Ana Lokotkova

Russel Lolacher

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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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 to Set Up and Install Small Business Phone System

JustCall

Looking to install a business phone system and level up your communication infra? While the process may look long and tedious, it isn’t, not really. Modern phone systems are quicker and easy to install. The entire process can be completed in as little as a day. We’ve included a checklist in this blog (and have covered various details) to help you lay the groundwork for your cloud phone system setup.

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What Is WiFi Calling & How Does It Work?

JustCall

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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How Gatekeeper biometric authentication detects and beats synthetic voices

Nuance

The rapid advancements in AI we’ve seen over the last few months are sending shockwaves through many industries, as leaders try to sift through the hype to understand the true future impact of emerging technologies. For many security professionals, the development of AI models that can generate synthetic voices using just three seconds of source [.] The post How Gatekeeper biometric authentication detects and beats synthetic voices appeared first on What’s next.

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Why empathy statements fail: Guidelines for agents

Tethr

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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ChatGPT in Higher Ed: Maximizing Benefits and Managing Risks

Comm100

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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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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A love letter to planet Earth

Cisco - Contact Center

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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How To Preserve Your Contact Center QM Budget

Playvox

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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Leading Customer Experience as a Team Sport

ClearAction

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.

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6 Email Marketing Courses

JivoChat

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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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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Configure an AWS DeepRacer environment for training and log analysis using the AWS CDK

AWS Machine Learning

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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New Podcast with NICE - AI in the Contact Center

Jon Arnold

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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How to structure a customer success team

ChurnZero

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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CX from East to West

Vistio

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

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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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6 Types of Customers You Meet as a Support Manager

Nicereply

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.

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Call Center, BPO & Contact Center - An Overview with Definitions

Advantage Communications

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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Are These Common Agent Misconceptions Ruining Your Customer Experience?

Vistio

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.

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Measuring KPIs to Improve Call Center Quality Assurance

Spearline

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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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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Improve Customer Onboarding with a Better Sales to Customer Success Handoff | Kapta

Kapta Customer Success

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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What Is a Sales Call Centre and How Is It Beneficial?

JustCall

The attention is on every sales call center! But how and why? Sales call centers have become essential to many businesses, serving as customers’ first point of contact and providing valuable support and assistance. These centers can play a significant role in helping companies to improve their bottom line, increase customer satisfaction, and expand their reach.

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What Does a Mature Customer Success Organization Look Like?

ChurnZero

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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33+ Essential Features of a Great Business Phone System

JustCall

Managing teams, whether big or small, has its own challenges. The biggest one, especially with remote work, is ensuring everyone is on the same page. This is especially true for sales and support teams. A cloud business phone system that brings together everything under the same roof can help streamline your operations. From business calls, SMS, data, analytics, and coaching, you need to be able to get an eagle-eye view of your sales and support to ensure your customers are not left in the lur

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

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

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How Good Customer Service Will Affect Your Online Casino Business

CSM Magazine

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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Top 10 Aircall Alternatives & Competitors in 2023

JustCall

The primary focus for every enterprise today is customer experience. An enterprise can increase revenue by 10% to 15% by improving CX. Open communication via call, email, and other channels is critical to delivering an excellent customer experience. The challenge today, however, is meeting customer expectations when it comes to communication. Customers expect to reach you through a channel of their choice, connect with the right agent, and resolve their queries faster.

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WFO vs. WFM vs. WEM vs. Conversation Intelligence & More

MiaRec

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!