Mon.Feb 27, 2023

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Simplifying the Contact Center Agent Experience Starts with Observation

Balto

Guest post by Jeremy Watkin Over the course of my career leading teams in the contact center I’ve led in-house support teams that were 20 feet away, remote teams that were more like 20 miles away, and remote, outsourced teams that were 1,000 miles away. Regardless of location, I’ve grown keenly aware of a couple of universal truths about myself as a manager.

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Telling Your Brand Story Through the Customer Experience with Christoph Trappe

ShepHyken

Top Takeaways: Customer experience, including customer service, is marketing. Create an experience that gests people to say, “I’ll be back,” and makes them want to share it with others. Understand what your customers want and deliver consistently. Customers usually have many options. When your product is available in other places, customer experience becomes the differentiator that determines if your customers continue to do business with you or move on to your competitors.

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CX4Now: What Influencers Say About Self-Service in the Contact Center

Fonolo

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources.

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Cisco Virtual Mining Summit 2023

Cisco - Contact Center

Digital Mining for increased production, safety, and sustainability In this new era of digitized mining, the industry has repeatedly relied on Cisco to help increase production, improve safety, and… Read more on Cisco Blogs

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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 Much Does Call Recording & Voice Analytics Cost In 2023?

MiaRec

Are you trying to get an idea of the general cost of contact center software solutions in the market? Are you frustrated that you cannot find reliable pricing information anywhere?

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Salesforce Service Cloud and Playvox Workforce Management Collaboration Gives CX Leaders Best of Breed Salesforce WFM

Playvox

Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service. When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation.

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Snapchat Questions: How to Make Them

JivoChat

With more than 350 million daily active users , Snapchat remains one of the most popular social media platforms in the world. One trend that is a success on the app is Snapchat questions. This tool enables you to interact directly with your followers and get to know them better by asking the types of questions you wish. It works as a marketing strategy as well to drive users’ attention to your stories.

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The Definitive Guide: IVA vs IVR and What’s Right for Your Contact Center

SmartAction

When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle.

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Great Sales Managers Have to Be Great Coaches

Integrity Solutions

Great sales managers are required to become great coaches. Great sales managers know that everyone in their organization takes a cue from them. They use this position and influence to challenge the status quo, galvanize their team, act as role models for change, and demand results. It’s more true than ever that the best sales reps may not make the best sales leaders.

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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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My Next Webinar - Feb. 28 at 2ET - The UCaaS Opportunity with SkySwitch

Jon Arnold

Sorry for the short notice, but I’ll be presenting on webinar tomorrow about the value of white label UCaaS to help channels grow their business. I’ll be joined by speakers from sponsor SkySwitch , and the webinar is being presented by Channel Futures. Here’s the registration page , and hope you can join us.

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Bridge to Possible: A Cybersecurity Career Journey

Cisco - Contact Center

I have not always ‘felt’ like a security professional.

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Reasons for high agent turnover and steps to prevent it

Tethr

Contact center agents quit their jobs quite often. Learn the seven main reasons why and get a 4-step plan to prevent it.

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Do More with Less – Optimize Key Account Management Productivity with KAM Software

Kapta Customer Success

Are your key account managers (KAMs) being hampered by manual administrative tasks? It’s long been known that sales reps spend only a small percentage of their time selling because they are bogged down by routine clerical tasks. According to Salesforce’s State of Sales report, rep selling time is down to 28% from 34% of their week. That’s not a lot of time for your KAMs to engage in strategic planning and interact with customers.

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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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Save time and satisfy customers with call center outsourcing services

Blueship Call Center

Companies frequently cope with the unexpected surge in calls, questions, and complaints from their expanding client base, which is sometimes amplified by different business lines, channels, languages, and geographic locations. Incorrect or subpar handling of this might result in worse customer satisfaction ratings, reduced employee morale, and a stressful work environment, all of which would be detrimental to the brand as a whole.

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What Makes a Successful Contact Center? The Key Factors You Need to Know

NobelBiz

Success is a concept whose meaning varies from person to person. It is purely subjective and can mean a myriad of things, as what is considered successful for one person may not be the same for the other. On a broad scale, success is defined as achieving a desired goal or outcome, either on a personal or a professional level. In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-eff

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Tune ML models for additional objectives like fairness with SageMaker Automatic Model Tuning

AWS Machine Learning

Model tuning is the experimental process of finding the optimal parameters and configurations for a machine learning (ML) model that result in the best possible desired outcome with a validation dataset. Single objective optimization with a performance metric is the most common approach for tuning ML models. However, in addition to predictive performance, there may be multiple objectives which need to be considered for certain applications.

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Calling All Game Changers: Evolving the LiveVox Brand to Help You Transform Yours

LiveVox

Calling All Game Changers: Evolving the LiveVox Brand to Help You Transform Yours We’ve Been Doing a Lot of Thinking Lately A lot of thinking about you. A contact center leader doing everything you can to keep up with an industry that’s rapidly changing every single day. Customers expect to communicate on their time and […] The post Calling All Game Changers: Evolving the LiveVox Brand to Help You Transform Yours appeared first on LiveVox.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Tapping Into The Power of Employee Ideas with Will Read

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Sideways6 founder and CEO Will Read on the importance of employee ideas and how to generate and tap into them. A few reasons why he is awesome – he is the founder and CEO of Sideways 6 – a service to build better businesses through employee ideas. And he’s the host of The Ideas Show – a podcast about ideas that change the world, and the people that make them happen.