ShepHyken

DECEMBER 20, 2019

This week we feature an article by Sabio who explains why developing a customer experience strategy is essential for your business to improve its bottom line. Developing a customer experience (CX) strategy for your business has never been more important. Every business can benefit. Whether you oversee a large contact center or teams in various locations, creating a CX strategy that works will improve your bottom line.

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Customer Experience Customer retention Analytics Contact Center 207

TeamSupport

DECEMBER 20, 2019

Automated phone technology, such as interactive voice response (IVR) menus, can save businesses time and money on customer support. These solutions route callers to the right people without the help of a human operator. Larger businesses should consider IVR menus to streamline the customer support experience. They should not replace account managers and instead are optimized for streamlining after hours and emergency support communication.

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Interactive Voice Response Customer Support Technology B2B 72

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough. Moreover, they also fail to recognize the intensity of that emotion. Understanding the significance and managing the power of customers’ emotions is essential to your Customer Experience outcome.

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Customer emotions Consulting Consulting Call Center 392

ProProfs Blog

DECEMBER 20, 2019

79% of businesses prefer to use live chat at their website instead of email (61%), phone (44%), and social media (48%) platforms to communicate with customers for instant support. Amazing isn’t it! . Businesses are using live chat increasingly because live chat instills confidence in the customers. When customers know that their concerns are being handled by expert humans, they get that assurance that they are trusting the right people with their money. .

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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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Beyond Philosophy

DECEMBER 20, 2019

What is Important in 2020? Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” Predictions can be difficult; it is true. However, they can also be helpful, especially if you are trying to plan for a new year. I have been in the Customer Experience industry since before there was such a thing.

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Coaching Customer retention Consulting Consulting 317

NICE inContact

DECEMBER 20, 2019

How will Artificial Intelligence (AI) affect your contact center? Whether you’re looking to impact operational costs, keep up with the competition, improve efficiencies, reduce the volume of agent interaction or improve the overall customer experience, AI is going to make a measurable impact.

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Contact Center Customer Experience Best practices Call Center 62

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . The year was 1909. Nikola Tesla predicts the development of Wi-Fi in a New York Times article. Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 billion people in the world connected to the internet and more than 3.499 billion active social media users. .

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Chief Customer Officer Sales Customer centricity SaaS 80

Nuance

DECEMBER 20, 2019

A crucial capability of automatic speech recognition (ASR) systems is to cope with variability in speech, caused by various accents, age groups, or other variations in speaking style, as well as noisy environments. Several years ago, Nuance’s Dragon dictation product line pioneered the usage of deep learning technology for speaker adaptation in professional dictation systems. [.

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Personalization Technology 52

LiveVox

DECEMBER 20, 2019

Customer Service Hacks for Every Stage of the Contact Center Journey So, you’re looking for customer service hacks for your customer service agents? Great, we can help with that. But first, storytime. It’s a familiar scene for all of us—especially around this time of year. Picture this: Your online order arrives after an excruciating 5-day. The post Service Hacks for Every Stage of the Contact Center Journey appeared first on Livevox.

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Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

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.

Contact Center

Nuance

DECEMBER 20, 2019

In early December, we held our first ever Nuance Cares Week, a time dedicated to celebrating the spirit of giving across Nuance. It was an empowering reinforcement of Nuance Cares, our corporate social responsibility program. In this program, all Nuance employees worldwide have 16 hours of volunteer time off per calendar year as well as $1,000 [.] The post Nuance Cares… and it shows!

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CSM Magazine

DECEMBER 20, 2019

Do you have a natural gift to start a conversation? Many of us in the customer service world are quite adept at it. But how good are you at ending conversations? . In customer service and hospitality, we devote time to make an excellent first impression. We make eye contact, smile, or lean in if we’re next to the person. Then, we move on to the heart of the conversation.

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Nuance

DECEMBER 20, 2019

In early December, we held our first ever Nuance Cares Week, a time dedicated to celebrating the spirit of giving across Nuance. It was an empowering reinforcement of Nuance Cares, our corporate social responsibility program. In this program, all Nuance employees worldwide have 16 hours of volunteer time off per calendar year as well as $1,000 […] The post Nuance Cares… and it shows!

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FluentStream

DECEMBER 20, 2019

2019 has been a delightful whirlwind of a year for all of us here at FluentStream. 48,162,000 Calls Wowzers… you all made nearly 50 million calls powered by FluentStream this year. If you’ve seen The Marvelous Mrs. Maisel, you know. Read More.

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Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

Nuance

DECEMBER 20, 2019

A crucial capability of automatic speech recognition (ASR) systems is to cope with variability in speech, caused by various accents, age groups, or other variations in speaking style, as well as noisy environments. Several years ago, Nuance’s Dragon dictation product line pioneered the usage of deep learning technology for speaker adaptation in professional dictation systems. […] The post Delivering personalized user experiences with speaker adapted end-to-end speech recognition appeared f

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Personalization Technology 52

ChaseData

DECEMBER 20, 2019

These days, most contact centers utilize a technology known as VoIP or ‘voice over internet protocol’. This technology is uniquely suited to the application of the call center because it allows voice data to be sent in “packets” over the internet rather than via traditional telephony methods. This is more cost-effective, more efficient, and makes mass calling and call receipt easier for a facility to handle.

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Call Center voip Contact Center Technology 52

Alorica

DECEMBER 20, 2019

Alorica, a global leader in customer experience solutions, today announced plans to expand its current operations in Charleston County. The $1.2 million investment will create more than 300 new jobs. With 20 years in business, the people-first company is known for its strength and success in managing customer experience processes, developing talent and fostering a unique culture of giving back.

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ChaseData

DECEMBER 20, 2019

In nearly every industry, the ideal way to help new hires and inexperienced team members grow and improve is to monitor their performance. Management team members count this as one of their most important tasks; to help newer employees achieve success is to help the company overall. However, this can be difficult in larger companies, especially those where the number of entry-level employees far outnumber management.

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Contact Center Management Call Center 52

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

Journey mapping

NICE inContact

DECEMBER 20, 2019

Inside sales teams investing in AI + CRM integrated cloud contact center technology are particularly poised to achieve the biggest ROI. Actually, they already ARE achieving big ROI!

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CRM Contact Center Sales Cloud contact 48

LiveChat

DECEMBER 20, 2019

Employee training can bring you countless benefits, some obvious and some welcome, yet surprising, side-effects. However, not all employee training programs bring the desired results. You could be using the best knowledge management software and still not get what you expected from it. The best way to improve your training program is by adopting a data-driven approach.

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Analytics Education Management Engineering 36

Robert Davis

DECEMBER 20, 2019

By Brad Baumunk , President and COO, Robert C. Davis and Associates. In the contact center, we expect our most important resources to follow a schedule, and we measure their schedule adherence. Start at 8am, go to break from 10-10:15am, go to lunch from 12-12:45pm, attend training from 2-3 pm, go to break from 3-3:15pm, and go home at 4:45pm. And when you are scheduled to handle customer interactions, make sure you are available!

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Coaching Contact Center Schedule adherence Personalization 12

LiveChat

DECEMBER 20, 2019

Employee training can bring you countless benefits, some obvious and some welcome, yet surprising, side-effects. However, not all employee training programs bring the desired results. You could be using the best knowledge management software and still not get what you expected from it. The best way to improve your training program is by adopting a data-driven approach.

Analytics 28

Analytics Education Management Engineering 28

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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