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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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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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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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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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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Transparency in the Age of Cybercrime

ConvergeOne

The above quote has never been truer than it is in today’s security and privacy environments. There have been too many breaches to mention, but one common theme is that they affect all shareholders to varying degrees. Unfortunately, I’ve been the recipient of a few emails from establishments informing me that a breach occurred. They apologize and say that I will be receiving one—or, if I’m lucky (sarcasm laid on thick)—two years of free credit monitoring.

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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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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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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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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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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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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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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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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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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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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.

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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.