Tue.Nov 28, 2023

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Top 5 Best Practices for Improving Call Center Customer Service

SQM Group

This blog delves into customer service best practices that not only elevate the quality of interactions but also contribute to the overall success of call centers.

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Easy Is in the Eye of the B?e?h?o?l?d?e?r? User

ShepHyken

I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.

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Learn how to assess the risk of AI systems

AWS Machine Learning

Artificial intelligence (AI) is a rapidly evolving field with the potential to improve and transform many aspects of society. In 2023, the pace of adoption of AI technologies has accelerated further with the development of powerful foundation models (FMs) and a resulting advancement in generative AI capabilities. At Amazon, we have launched multiple generative AI services, such as Amazon Bedrock and Amazon CodeWhisperer , and have made a range of highly capable generative models available throug

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Easy Is in the Eye of the B?e?h?o?l?d?e?r? User

ShepHyken

I recently bought a software solution. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. However, using it was a different story. The good news is that when I reached out to technical support, I had a response within minutes. Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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Powering up in harsh environments: Five questions to ask before selecting the right industrial PoE switch

Cisco - Contact Center

When it comes to cables, less is more. With power over ethernet (PoE) , ethernet cables do double duty, carrying DC power as well as data.

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‘Start Here’ for Lifecycle Practice optimization

Cisco - Contact Center

Every business is looking to grow, but how they accomplish that, and differentiate themselves against competitors, depends on the journey that they create for their customers.

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Crafting Effective Customer-Centric Strategies in Financial Services

LiveVox

Customer-centricity is the cornerstone of any successful business strategy, especially in the financial services sector. The integration of AI and automation in financial services has revolutionized how institutions engage with and serve their customers. Let’s explore five key strategies that leverage AI and automation to enhance customer support in the financial services industry. 1.

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Cisco Wins the AWS Global ISV Partner of the Year Award!

Cisco - Contact Center

I’m thrilled to announce that Cisco has been recognized as the AWS Global ISV Partner of the Year for 2023, a testament to our outstanding ability to collaborate and innovate.

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Green-Thinking BPOs: Crafting a Sustainable Future

Helpware

Today's world is increasingly environmentally conscious and it's important for industries across the board to prioritize sustainability and environmental stewardship. Business Process Outsourcing (BPO) companies, as integral players in the global economy, are no exception to this rule. With their extensive reach and impact, they have a unique opportunity—and responsibility—to lead by example in embracing eco-friendly practices.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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Delivering application performance to maximize business KPIs

Cisco - Contact Center

Helping our customers protect their brand and reputation with new business metrics insights and visibility for Cisco Cloud Observability, tied to the KPIs that matter the most.

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How to Reduce Latency on Your VoIP Calls

Cyara

Unfortunately, poor quality voice over internet protocol (VoIP) calls are often a result of high-levels of latency, and even the slightest delay may be noticeable.

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New Innovations to Deliver Enhanced Visibility to AWS-powered Application Experiences

Cisco - Contact Center

Today at AWS re:Invent, we’re excited to announce new innovations from the Cisco Network Assurance and Cisco Full-Stack Observability teams that empower our customers with end-to-end visibility into d… Read more on Cisco Blogs

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Detailed Guide about Email Support Outsourcing Services

Blueship Call Center

These days, outsourcing email assistance is a popular tactic used by e-commerce companies. Selecting an outsourcing partner that is both affordable and has highly skilled staff is essential for businesses looking to outsource to grow and enhance customer operations. But with so many BPO companies in the world, it may surely be difficult to choose one that offers customer-focused email service and a fast response time.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Global cloud-based call centre software provider TCN increases UK client base nine-fold in just nine months

TCN

TCN’s cloud-based call centre platform is fast becoming the software provider of choice for its. The post Global cloud-based call centre software provider TCN increases UK client base nine-fold in just nine months appeared first on TCN.

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Unveiling Age-Related Work Preference Myths

Anexa BPO

According to a recent McKinsey analysis of talent trends , age-related work preferences are nothing more than a myth. Instead, employees of all ages tend to lean towards the same needs when it comes to work experience – mostly. It is the few caveats that separate the age groups and help unveil age-related work preferences. By understanding what employees want, you can improve your employee value proposition (EVP) and attract top talent.

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Phil’s Food for Thought – Career Development

Cisco - Contact Center

I’ve never had the intention to join the technology industry, in fact, I had never even heard of Cisco up until a couple of months before I joined the company, and now it’s been 27 years since I fir… Read more on Cisco Blogs

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Revamping Talent Development for Overcoming Challenges

Anexa BPO

If you are experiencing a critical shortage of talent and skills, it could be time to revamp your talent development. By investing in your workforce, you can overcome challenges to build a virtuous cycle to attract, advance, and retain talent. The Importance of People Development In a world of very open employer ratings, building a reputation as a company with a people development culture is critical to attracting talent from an increasingly shallow pool.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Why Data Protection Tools and Training are Essential for Customer Service Professionals

CSM Magazine

One of the biggest reasons cyber attacks are so damaging to businesses is because of consumers. Customer service in 2023 doesn’t just mean supporting a customer with a purchase, or helping them navigate a website, it’s about protecting them. After recent notable data breaches – such as the Yahoo debacle and the breach of LinkedIn – consumers’ literacy in cybersecurity and data protection has grown.

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Challenges, Trends and Opportunities for Healthcare Cybersecurity Leaders

Cisco - Contact Center

When managing cybersecurity risk, healthcare has always had higher stakes.

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Pay-Per-Head Providers in the Online Sports Betting Industry Explained

CSM Magazine

In the dynamic realm of online sports betting, pay-per-head (PPH) service providers have emerged as pivotal facilitators, offering bookies and agents the infrastructure to manage betting operations efficiently. While these providers differ in their offerings, one critical factor has become a game-changer in this competitive arena – exceptional customer service.

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Help Scout Has Acquired SupportAgent.ai

Help Scout

Help Scout has acquired SupportAgent.ai, an AI-powered drafting tool for Help Scout conversations. Learn more about this acquisition and what it means for Help Scout customers.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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IT.COM Presents: Master Class on Domain Name Registration

CSM Magazine

How to register a domain name quickly, easily and securely? You will learn about this in detail in this article. Experts shared their main secrets get.it.com. The rules are universal, suitable for both beginners and professionals. A domain name is understood as an important and mandatory part of any website. It consists of a zone and the name itself.

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Navigating a Support Career in an AI-Powered World

Help Scout

This is not an article about how AI will change the world of customer service over the next decade. It’s about how AI might change your working life as a support pro this year — or next year — and what you can do about it.

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From Vacation to Volunteer: How Hawaii Has Our Hearts and Our Help

Cisco - Contact Center

What must it be like to lose everything? I mean everything.

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The 21 Best Instagram Tools for Business Growth (2023)

Help Scout

Learn how to use Instagram as a means of business growth and discover the different tools your business can use to get the most out of the platform.

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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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What are Robocalls, and How Are They Different from Spam Calls?

Select VoiceCom Blog

What are Robocalls? Robocalls are automated phone calls delivering pre-recorded messages to many recipients. It uses automatic dialling systems to contact numbers in a company’s database without human agents. But are all robocalls illegal? Not always. Not all robocalls are spam calls. The Australian government defines specific exceptions that are permitted.

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AI-Driven Excellence in Call Center Quality Management

Balto

Call center quality management can present numerous challenges for your business. More often than not, you’ll find yourself dealing with one of the following two issues: a lack of data for accurate quality management, or an abundance of data with limited ability to transform it into useful insights. Artificial intelligence (AI) has introduced a wide range of solutions that enable faster, more accurate, and more efficient call center quality management.