CCNG
MARCH 1, 2023
When you strip a song down to its base, you end up with a simple acoustic version, free of overproduction or electronic distractions. The most striking example of this for me is Eric Clapton’s version of “ Layla ” from MTV Unplugged. When you strip a contact center down to its base, you end up with one-on-one human experiences: customers talking to agents.
Contact Center Pipeline
MARCH 1, 2023
As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access, and international delays made it tough to get products into customers’ hands promptly.
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HelpCrunch
MARCH 1, 2023
At a certain point in time, businesses start to think about ways to organize, manage, and retain the knowledge that has accumulated over years. Not only does it help to keep better control over the [ … ] The post Knowledge Base vs Wiki: How to Choose What’s Right for You? appeared first on HelpCrunch blog.
Cisco - Contact Center
MARCH 1, 2023
One intern who I met at the Women in Cybersecurity Conference (WiCyS) will always stand out to me because I had a front row seat to her career journey from Cisco intern to an amazing team member:… Read more on Cisco Blogs
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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.
kommunicate
MARCH 1, 2023
Last Updated on March 1, 2023 ChatGPT has created history by becoming the fastest-growing software in the world, with 100 million users in just two months. It took nine months for TikTok to gain 100 million users. So you know the scale at which ChatGPT grew. OpenAI, the creator of ChatGPT, is also famous for [.] The post How to Integrate Kommunicate + OpenAI (Makers of ChatGPT) appeared first on Kommunicate Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
JivoChat
MARCH 1, 2023
Learning how to change your Snapchat username is simple, it takes just a few actions in the app, and you can start using a new username. However, it’s essential to understand the difference between the username and the display name. Your Snapchat username is the one you use to access your account, it’s the name of your profile. On the other hand, the Snapchat display name, as it suggests, is the name you choose to show on your profile, it doesn’t need to be the same as your us
AWS Machine Learning
MARCH 1, 2023
Amazon Comprehend is a managed AI service that uses natural language processing (NLP) with ready-made intelligence to extract insights about the content of documents. It develops insights by recognizing the entities, key phrases, language, sentiments, and other common elements in a document. The ability to train custom models through the Custom classification and Custom entity recognition features of Comprehend has enabled customers to explore out-of-the-box NLP capabilities tied to their requir
Global Response
MARCH 1, 2023
Here at Global Response, we’re excited to announce that several of our clients have been recognized for their exceptional customer service in “Best Customer Service 2023” awards from both Newsweek and Forbes. Forbes’ Customer Service All-Stars awards were determined from 3.7 million ratings by over 121,000 respondents. Forbes’ respondents ranked brands in more than a dozen different categories, including customer service.
OctopusTech
MARCH 1, 2023
Most companies will set up or adopt a call center to field customer service requests and complaints. These call centers organize phone support queues and equally distribute calls to reps on the service team. While call centers are a common feature of most customer service teams, setting up one for your business is no easy task. Inbound calls are phone calls made to a company’s customer service or support team and are initiated by the customer.
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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
Avoxi
MARCH 1, 2023
Build Better Global Connectivity through SIP Trunking If you want to extend your connectivity beyond your country's borders, then you need to get behind global SIP. SIP trunking empowers you to grow your business across regions, so your outbound agent teams can connect with customers far and wide. It doesn’t matter where your offices are… The post Build Better Global Connectivity through SIP Trunking appeared first on AVOXI.
Cisco - Contact Center
MARCH 1, 2023
Cisco’s purpose is to Power an Inclusive Future for All, and this includes ensuring a sustainable and regenerative future for our planet.
Jon Arnold
MARCH 1, 2023
Got back to a more normal level of writing last month, and here’s a digest of my public writing: Why Service Providers Need Continuous Testing to Support Microsoft Teams , TekVizion blog, Jan. 31 (link wasn’t provided until a few days after) Managing Communications to Address Operating Challenges in 2023 , No Jitter, Feb. 7 2023 Outlook for the Business Market - Taking Care of Business , Ooma Office Blog, Feb. 9 Future of Work Expo Review - 5 Key Themes , EM360, Feb. 22 (registration may be requ
LiveVox
MARCH 1, 2023
The contact manager is a vital customer service function that helps companies retain their customers, increase loyalty, and build their brand. To do this, agents must be equipped with the right tools to make every interaction as easy and seamless as possible for the customer. But making the business case for an identity-driven contact management […] The post Contact Management Software – The Role & Importance in a Call Center appeared first on LiveVox.
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.
CSM Magazine
MARCH 1, 2023
Insight selling is a sales approach that focuses on providing customers with unique, valuable, and actionable insights about their business, industry, or market. The goal of insight selling is to move beyond traditional product-based selling by demonstrating a deep understanding of the customer’s needs and challenges, and offering customized solutions that deliver real value.
Cisco - Contact Center
MARCH 1, 2023
I’m excited to share that the Enterprise Agreement (EA) 3.0 is now generally available for Cisco partners. This means all eligible partners can enroll in the EA 3.
SmartKarrot
MARCH 1, 2023
Role: Director of Customer Success Location: Toronto, ON, Canada (Remote) Organization: Sales Talent Agency As a Director of Customer Success you’ll be directing a group of six (soon to be seven) account managers who now look after 600+ accounts ranging from mid-market to enterprise. Your team needs coaching in order to develop solid connections with the account stirring committees and win repeat business.
Maru Group
MARCH 1, 2023
By Neil Callaghan Maru/Matchbox | March 2023 January is traditionally when people commit to a healthy start to the New Year, whether giving up alcohol with dry January, joining a gym to get fit (for a few weeks anyway!), or perhaps altering their diet by giving up meat. We know there’s been a surge in plant-based meat alternatives (‘Plant‑based consumption is growing at record levels across Europe, and the market is expected to reach $16.70 billion by 2029, growing at a Compound Annual Growth Ra
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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.
AWS Machine Learning
MARCH 1, 2023
The world we live in is rapidly changing, and so are the data and features that companies and customers use to train their models. Retraining models to keep them in sync with these changes is critical to maintain accuracy. Therefore, you need an agile and dynamic approach to keep models up to date and adapt them to new inputs. This combination of great models and continuous adaptation is what will lead to a successful machine learning (ML) strategy.
Global Response
MARCH 1, 2023
When was your last terrible customer experience? If you’re like most people, you probably don’t have to think for long. Unfortunately, bad customer experiences are all too common—and difficult to forget. Whether it’s a canceled flight that left you stranded the day before Christmas or an item you purchased that you later realized wasn’t eligible for returns, even small experiences and interactions can radically shape our experiences with the brands we shop at.
AWS Machine Learning
MARCH 1, 2023
This post is co-written with Suhyoung Kim, General Manager at KakaoGames Data Analytics Lab. Kakao Games is a top video game publisher and developer headquartered in South Korea. It specializes in developing and publishing games on PC, mobile, and virtual reality (VR) serving globally. In order to maximize its players’ experience and improve the efficiency of operations and marketing, they are continuously adding new in-game items and providing promotions to their players.
Select VoiceCom Blog
MARCH 1, 2023
With customers worldwide becoming more and more tech-savvy every year, companies are looking for ways to become more reachable, ensuring that their market sees them as dependable brands that can keep up with their demands. Offering 24/7 customer support is one good customer service component and one of the first factors that will drive repeat buyers.
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!
AWS Machine Learning
MARCH 1, 2023
The fashion industry is a highly lucrative business , with an estimated value of $2.1 trillion by 2025, as reported by the World Bank. This field encompasses a diverse range of segments, such as the creation, manufacture, distribution, and sales of clothing, shoes, and accessories. The industry is in a constant state of change, with new styles and trends appearing frequently.
Comm100
MARCH 1, 2023
New AI tools like OpenAI’s ChatGPT and Microsoft’s Bing chatbot have taken over the popular imagination. These tools use AI language models to generate responses to user queries that can sound eerily human. Because they’re powered by huge amounts of data and can write using standard conventions, the implications for every industry are huge. Early stories on how this technology impacts higher education mostly focused on student cheating, but the dialogue has started to shift.
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