MiaRec

JANUARY 9, 2023

Call centers have long used manual call scoring to ensure quality assurance. But with advances in AI and Voice Analytics , automated call scoring is quickly becoming the preferred method for many contact center managers. In this blog post, we'll explore three main approaches to call scoring for quality assurance (manual, software-supported, and automatic call scoring), explore their pros and cons, and provide best practices when using any of the approaches so that you can make an informed decisi

Best practices 82

Best practices Analytics Contact Center Call Center 82

Callminer

JANUARY 9, 2023

Read this blog to better understand what real-time analytics is and how it works, as well as 25 real world examples of how organizations across a range of industries benefit from real-time analytics.

Analytics 341

Analytics 341

TechSee

JANUARY 9, 2023

Increasingly, field service leaders are looking at new visual engagement technologies to improve their operational efficiency and customer and agent satisfaction. At its core, these technologies have a simple premise – a picture is worth a thousand words. The proliferation of incredibly capable smartphones and IoT devices enables today’s field organizations to better support, guide, optimize and even virtualize their operations. .

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Technology Telecommunications Self service Consulting 109

CSM Magazine

JANUARY 9, 2023

Business managers and CEOs understand the importance of good customer satisfaction. Without proper customer relationship management, a company can attract lots of negative customer reviews. This guide covers some ways of improving customer relationship management with phone calls. Using Interactive Voice Response Systems. Interactive voice systems or IVRs are automated telephone systems that allow customers to interact with a company without being connected to an operator.

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Interactive Voice Response Management CRM Wait times 93

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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.

AWS Machine Learning

JANUARY 9, 2023

If you’ve had the opportunity to build a search application for unstructured data (i.e., wiki, informational web sites, self-service help pages, internal documentation, etc.) using open source or commercial-off-the-shelf search engines, then you’re probably familiar with the inherent accuracy challenges involved in getting relevant search results. The intended meaning of both query and document can be lost because the search is reduced to matching component keywords and terms.

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Global Response

JANUARY 9, 2023

The most important part of your business? Your customers. Although it sounds obvious, it’s a reality all too many businesses tend to forget from time to time. Amidst the daily focuses of product, sales, marketing and business strategy, the customer’s needs and experiences can get lost. However, recent research shows that companies who have excellent customer service and customer experiences—in short, have a customer focus—are more profitable than competitors, inspiring brand loyalty and driving

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Airlines Customer centricity Feedback Metrics 62

Nuance

JANUARY 9, 2023

… The three top priorities for retail customer engagement strategies in 2023 Read More » The post The three top priorities for retail customer engagement strategies in 2023 appeared first on What’s next blog.

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Global Response

JANUARY 9, 2023

68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? For many companies, the answer is clear. Outsourcing customer service allows your business to scale effectively, manage customer demand, save time and money, and improve customer trust, loyalty and retention.

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LiveVox

JANUARY 9, 2023

As customer service professionals we all know that first impressions are vitally important. But what we may not all realize is just how little time we actually have to make a good one. According to psychological research, we form opinions within the first seven seconds of meeting new people and encountering new situations. In less than the […] The post Your Guide to Building a Customer Service Call Flow Process appeared first on LiveVox.

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Call flow Customer Service Customer Experience 52

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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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Global Response

JANUARY 9, 2023

Good customer service skills among your brand representatives is a must—so why is it often so difficult to define exactly what skills make good customer service possible? One reason is that customer service is a multifaceted, complex job, involving both soft skills (such as empathy and patience) alongside hard skills (such as product knowledge and efficiency).

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Nicereply

JANUARY 9, 2023

Are you a B2B Business? Get the most out of your surveys and improve customer satisfaction. Your business relies on customer satisfaction for a lot of things. If your customers are unhappy, they leave. But if they’re satisfied, they become loyal, purchase repeatedly, and consequently increase your revenue. In the words of Chip Bell, “Loyal customers, they don’t just come back, they don’t simply recommend you, they insist their friends do business with you.

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Omni-channel support B2B Interactive Voice Response Feedback 52

Vistio

JANUARY 9, 2023

Watch to the full podcast here: . Or click here to just listen to the audio.               . We just witnessed the Southwest Airlines holiday meltdown of 2022. Due to winter storms, 60% of Southwest’s December flights were canceled, leaving over one million customers were affected. The debacle that ensued can be attributed primarily to Southwest’s Direct Route Model as opposed to the Hub and Spoke Model that most of the other airlines use.

Airlines 52

Airlines Technology Management Best practices 52

Nuance

JANUARY 9, 2023

As retailers head into 2023, they’re looking for new ways to meet growing customer experience expectations while increasing efficiency and boosting sales in an uncertain economic environment. In this article, we’ll look at the three biggest priorities for retail customer engagement leaders in 2023—and how a unified AI platform can help brands deliver in each [.].

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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

Balto

JANUARY 9, 2023

Share on Twitter. Share on Facebook. Share on LinkedIn. Share on Email. Proper contact center training methods show agents the ropes during their onboarding, and supports them as they grow in their role in the following years. The best kinds of training tools leave agents confident in their skills and energized to create value for your organization.

Contact Center 52

Contact Center Coaching Best practices Feedback 52

Kapta Customer Success

JANUARY 9, 2023

Customer Success Managers (CSMs) need to do more than support and serve their clients to help customers meet their goals. There is a certain amount of selling that CSMs need to be capable of if they are to be true trusted advisors to their customers.

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Voiptime

JANUARY 9, 2023

As every organization has the goal to achieve higher performance rates and a better level of service quality, there is an exact need to use defined scores to measure the performance of the business. This is also the main goal of call center performance metrics, and despite them, one of the main tools to control a unit’s productivity and efficiency is the call center service level.

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ShepHyken

JANUARY 9, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Experience Predictions for 2023 by Dan Gingiss. (Dan Gingiss) It’s a new year, so why not start it off right with some powerful customer experience predictions from the world’s foremost experts?

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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.

Self service

SmartKarrot

JANUARY 9, 2023

Role: Customer Success Manager Location: London, England, United Kingdom Organization: HiBob As a Customer Success Manager, you will build and execute an account-specific relationship framework inclusive of regularly scheduled status calls, quarterly business reviews, account documentation, reference management, and account planning sessions.

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Coaching Accountability Customer centricity Service level 19

Global Response

JANUARY 9, 2023

Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider. However, B2B customer service is a bit more complex than other types of customer service.

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aircall

JANUARY 9, 2023

Your search for the best Line2 alternative ends right here. Our latest article is a comprehensive guide to the nine best Line2 alternatives for your business. . When it comes to choosing the right cloud-based business phone system, there are many factors to consider. Although it’s not a simple process, this article will guide you through your options so you can make the best decision for your business.

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CSM Magazine

JANUARY 9, 2023

Customers can now access Playvox’s leading-edge workforce engagement solutions on Salesforce AppExchange. Playvox, one of the leading providers of workforce engagement solutions for digital-first and CRM-centric contact centers, today announced the launch of a global collaboration with Salesforce (NYSE: CRM). Playvox solutions deliver a powerfully simple way to achieve efficiency and effectiveness in the contact center.

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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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AWS Machine Learning

JANUARY 9, 2023

Machine learning (ML) applications are complex to deploy and often require the ability to hyper-scale, and have ultra-low latency requirements and stringent cost budgets. Use cases such as fraud detection, product recommendations, and traffic prediction are examples where milliseconds matter and are critical for business success. Strict service level agreements (SLAs) need to be met, and a typical request may require multiple steps such as preprocessing, data transformation, feature engineering,

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