Wed.Jun 19, 2024

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How to Use Video Chat Effectively for Online Customer Service

CSM Magazine

Using video chat to provide customer support is a great way to increase customer satisfaction and build relationships with them because it allows you to provide a top-notch level of support which can help strengthen your relationship with them. However, when you consider using video chat to provide customer support, you should know how to do it in an effective way to maximize the benefits of video chat support.

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A Simple Fix to Employee Disengagement: Cut the Crap

CCNG

For too long, organizations have paid lip service to platitudes like “we’re all in this together” and “our employees are our greatest asset.” Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. Employees aren’t fooled by corporate-speak around shared missions when reality showcases a fundamentally misaligned relationship.

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How to uncover customer insights with data mining software

Callminer

Read this blog to learn how data mining software can help businesses learn more about their customers and gather insights to shape the future of their brand, products and services.

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Understanding AI Memory: A Deep Dive into the Cognitive Layers of Service Automation

TechSee

Introduction Artificial intelligence (AI) continues to evolve, becoming increasingly integral in various sectors, from automating customer service to picking stocks. One of the core technologies propelling this progression are advances in memory within AI systems. Robust AI systems employ different types of memory, each enhancing how these systems learn, remember, adapt and make decisions over 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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The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence.

Bill Quiseng

The Rule of Three Steps for CX Success: Select for passion. Educate with CARE. Empower for excellence. Select for passion. Serving customers because you HAVE TO is a job. Serving customers because you WANT TO is a passion. Find that passion. Don’t hire an employee. Soon, employees will see for themselves and tell each other that their “profits over people” bosses care about topline revenue, bottom-line profits, stock price, market share, and even their competitors more than they do the people, t

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2024 Contact Center Technology Award To VirtualPBX

VirtualPBX

At VirtualPBX, we are celebrating a tremendous accomplishment. Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. As a privately-held, US-based small business, we are honored to be included with the top call and contact center products on the market—competing against large-scale companies with decades in this market.

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Working with Community Corporate to reskill refugees through Cisco Networking Academy

Cisco - Contact Center

Empowering refugees with vital digital skills and meaningful job opportunities through Cisco Networking Academy, Community Corporate in Australia is getting results.

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How Answering Services Integrate with Your Software (using Zapier!)

Ambs Call Center

When you use an answering service, you don't have to worry about your phones anymore. But those leads that come in, the appointments, employee call off data — you still have to manually enter that data. right?

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The Right Sales Training is Essential to Educating and Motivating Sales Teams

Integrity Solutions

Why are some salespeople uniquely successful? Do they have some special sales skills that others don’t? If your sales force is somewhat normal, just 20% are high performers. Imagine what a difference it would make if motivating sales teams was tied directly to sales training and increasing their ability develop stronger customer relationships and sell more.

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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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2024 Contact Center Technology Award To VirtualPBX

VirtualPBX

At VirtualPBX, we are celebrating a tremendous accomplishment. Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as a Contact Center Technology Award recipient for 2024. As a privately-held, US-based small business, we are honored to be included with the top call and contact center products on the market—competing against large-scale companies with decades in this market.

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Beat Long Wait Times & Misdirected Calls: Skill-Based Routing in Insurance

Hodusoft

Beat Long Wait Times & Misdirected Calls: Skill-Based Routing in Insurance Just imagine yourself as a customer calling an insurance company for some work. After you’ve provided the inputs in the interactive voice response (IVR) system, the call goes to an agent who does not have the adequate skills and expertise to provide you with the solutions you are looking for.

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Employee Benefit Trends in Customer Service: What’s Changing and Why It Matters

CSM Magazine

Employee benefits have become an invaluable means of recruiting and retaining top talent. In fact, according to statistics, 73% of employees would remain in a company if they had adequate employee benefits. The customer service industry, long known for high turnover rates and taxing jobs, has recently witnessed a marked shift in its benefit packages for employees.

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Optimising Availability of Your Human Delivered Customer Service

Brainfood

Back Story I recently judged the L&D category for the CCMA’s national awards. In the process, I noticed quite a few submissions highlighting how they needed to recruit more front-line advisors in response to a significant increase in inbound volumes. This reconfirmed that human contact remains a growing priority for consumers. Moreover, I don’t see the kind of life challenges driving this need as ones likely to go away anytime soon.

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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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SoftBank Unveils AI Filter to Shield Workers from Customer Anger

CSM Magazine

Imagine a world where call center reps don’t have to deal with aggressive customers – SoftBank Corp is making that a reality. They’ve developed an ’emotion-cancelling’ AI filter that takes the sting out of irate customer calls. Whenever a frustrated caller gets on the line, this technology kicks in, gradually shifting their inflamed tone to a more level-headed pitch, helping to ease tensions.

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Juneteenth: A Day of Reflection, Celebration, and Commitment

Cisco - Contact Center

Celebrate Juneteenth with Cisco's commitment to diversity and inclusion, fostering a culture of equity and respect, and empowering communities for a future where every dream can become a reality.

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Verizon Utilizes GenAI to Enhance Customer Loyalty

CSM Magazine

With an eye on boosting customer retention, Verizon is harnessing the power of generative AI. By strategically using AI in real-time customer call analysis, the telecommunication giant aims to prevent 100,000 customers from severing ties. The technology has 1,500 individualized data points tied to your phone number and its accuracy in predicting the reason behind a customer’s call stands at an impressive 80%.

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Celebrating Juneteenth: A Call to Embrace Our Shared Humanity

Cisco - Contact Center

Juneteenth symbolizes freedom and resilience. Cisco's Chief DEI Officer, Gloria Goins, takes us on a journey through Juneteenth's history, her personal connection to the holiday, and into the heart of what this day means for us all.

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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 Analyze the Results of a Phishing Awareness Test?

CSM Magazine

Phishing attacks continue to be a significant threat to organizations worldwide. To tackle this issue and minimize the risk of falling victim to such attacks, many businesses conduct phishing awareness tests. These tests, such as Hook Security’s phishing test for employees , involve sending simulated phishing emails to employees, assessing their responses, and identifying potential vulnerabilities.

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SVC Honors 118 Super Dads With Tokens of Love and Gratitude This Father’s Day

Select VoiceCom Blog

At Select VoiceCom, Father’s Day is more than just another occasion this June. It’s a once-a-year event to honor all SVC fathers from different campaigns and departments for their hard work on and outside the production floor. We know the practical needs of Gen X and Millennial dads like them. So, on this special day, we surprised 118 super dads with a handy kit with custom-made tools they can use all the time, whether they’re at home, at work, or on the go.

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What Are the Benefits of Having a Backup Internet Connection

CSM Magazine

With the majority of businesses reliant on the Internet for their day-to-day business operations, an unexpected Internet outage can have dire consequences, and Internet outages are more common than you might think. Therefore, having a backup internet connection has become more important than ever in today’s world for any business. A backup internet connection ensures that in case your primary internet connection goes down, your backup connection is there to support business operations and preven

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Chatbots vs. Conversational AI: Understanding the Difference

Help Scout

Chatbots and conversational AI are terms that are sometimes used interchangeably, but they aren't the same thing. Learn the difference and find the right solution for you.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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6 Common Mistakes to Avoid While Automating Workflow Tasks

CSM Magazine

Workflow automation has changed the way businesses operate by automating various repetitive tasks and enabling the workforce to work on something more productive. Workflow automation solutions reduce manual efforts by taking over the tasks and ensuring that they are executed efficiently with fewer errors. As beneficial as workflow automation is, incorrect applications can lead to setbacks.

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Why Your BPO Business Deserves TCN as Your Contact Center Software Provider

TCN

Whether your clients’ platform lacks flexibility or locks you into long, expensive contracts, TCN has solutions tailor-made for outsourcing needs. TCN is the optimal choice for BPO businesses looking to enhance their operations and deliver exceptional service. Its all-in-one solution empowers you to be there for your customers 24/7, anywhere and on any device while […] The post Why Your BPO Business Deserves TCN as Your Contact Center Software Provider appeared first on TCN.

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How to Optimize Mobile Apps for Extended Battery Life

CSM Magazine

Smartphones have become an integral part of our daily lives, but one element that still remains a challenge is their limited battery life. Although the battery life of smartphones has improved drastically in the past few years, it is still not sufficient enough for most users. Smartphone manufacturers are doing their job of trying to improve the battery life of smartphones but as a mobile app developer, you can ensure that your app doesn’t drain the battery of a smartphone faster than necessary.

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Deploy a Slack gateway for Amazon Bedrock

AWS Machine Learning

In today’s fast-paced digital world, streamlining workflows and boosting productivity are paramount. That’s why we’re thrilled to share an exciting integration that will take your team’s collaboration to new heights. Get ready to unlock the power of generative artificial intelligence (AI) and bring it directly into your Slack workspace. Imagine the possibilities: Quick and efficient brainstorming sessions, real-time ideation, and even drafting documents or code snippets—all powered by the latest

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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 Stand Out in a Crowded Online Marketplace

CSM Magazine

In the past decade or so, digital technology has evolved drastically, which has led to a change in consumer behavior. For most people around the world, online shopping has become the go-to form of shopping because it is quicker, more comfortable, cheaper, and more convenient. Thanks to advancements in technology, the eCommerce industry has grown significantly in the past few years and it is expected to grow even more in upcoming years.

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Role of Quality of Service (QoS) in Networking

CSM Magazine

Quality of service (QoS) analyzes telephone service, computer network services, and the cloud, along with the tools and technologies that secure the network’s ability to perform high-priority operations. QoS prioritizes the delivery of specific types of data to maintain network resources. It plays an essential role in all Internet protocol networks, especially for video and voice streaming.

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Why Stock Traders Need High Speed Internet

CSM Magazine

Stock traders face high pressure to track daily stock movements, analyze financial data, and make quick decisions. High-speed internet is crucial for them, especially day traders, who buy and sell stocks within the same day. Fast internet minimizes delays, allowing them to trade quickly and access the latest data without interruption. Understanding the importance of both upload and download speeds helps traders stay efficient and competitive.