Concentrix
SEPTEMBER 22, 2022
Discover the benefits of conversational AI in the contact center and how to prepare your organization for digital transformation. The post 4 Benefits of Conversational AI for Better CX appeared first on Concentrix.
LiveVox
SEPTEMBER 22, 2022
Call centers involve many moving parts to be able to provide support for customers over the phone. From its phone system to qualified agents, call center operations rely on numerous factors to function efficiently. Enterprises should consider each aspect of the call center with the utmost care. Just one low-performing area has the potential to […].
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Beyond Philosophy
SEPTEMBER 22, 2022
Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed? This newsletter is the first of three I will publish on the subject of Memory. Memory is fascinating and a broad topic related to experiences. Therefore, one issue of the newsletter won’t be enough. In this issue, we explain why memories are essential to experiences, when we use them to decide sometimes, and how memories form.
CCNG
SEPTEMBER 22, 2022
Summer is typically a slower time of year for many organizations. It is time to recharge and prepare for the challenges and opportunities found in subsequent quarters. For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season. Yet here we are in late August and somehow this year feels different. Nothing is slowing down and everyone is struggling to find staff.
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
Callminer
SEPTEMBER 22, 2022
Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practices for adopting this innovative technology.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Fonolo
SEPTEMBER 22, 2022
Ritchie Bros. is a big deal. Literally! As the largest auctioneer of heavy equipment and trucks on the planet, the company has been helping people around the world buy and sell with confidence since 1958. The equipment they sell is big, too; the company’s online and onsite auctions deal in equipment used in the construction, farm, forestry, and mining industries.
Jon Arnold
SEPTEMBER 22, 2022
That’s the title of my latest article, running now on No Jitte r. This builds off of last week’s announcement of AI Studio from Vonage , and I think they’ve got the right approach here for connecting the dots among AI, CPaaS and CCaaS. You need all of these things to do CX right, and this move shows that you don’t have to have an army of developers to leverage CPaaS to make CX better.
AWS Machine Learning
SEPTEMBER 22, 2022
Amazon SageMaker Autopilot has added a new training mode that supports model ensembling powered by AutoGluon. Ensemble training mode in Autopilot trains several base models and combines their predictions using model stacking. For datasets less than 100 MB, ensemble training mode builds machine learning (ML) models with high accuracy quickly—up to eight times faster than hyperparameter optimization (HPO) training mode with 250 trials, and up to 5.8 times faster than HPO training mode with 100 tri
Totango
SEPTEMBER 22, 2022
SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients.
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.
MiaRec
SEPTEMBER 22, 2022
When it comes to customer sentiment, voice tonality (pitch and volume of a person's voice) is often used as an indicator of how a customer is feeling.
AWS Machine Learning
SEPTEMBER 22, 2022
Earlier this year, Amazon Comprehend , a natural language processing (NLP) service that uses machine learning (ML) to discover insights from text, launched the Targeted Sentiment feature. With Targeted Sentiment, you can identify groups of mentions (co-reference groups) corresponding to a single real-world entity or attribute, provide the sentiment associated with each entity mention, and offer the classification of the real-world entity based on a pre-determined list of entities.
Nicereply
SEPTEMBER 22, 2022
What is customer experience and what are its foundations? We will look at the key factors that will help you to achieve an excellent customer experience. A new episode is out and as usual, you’ll find here recommended articles and ebook tips that lead to achieving long-term customer satisfaction. This time we dedicated special attention to CX professionals and asked them about their opinion.
Concentrix
SEPTEMBER 22, 2022
Bring value to every step of the customer journey. Discover what it takes to implement and measure an effective customer success strategy. The post A Deep Dive on How to Measure Customer Success Performance appeared first on Concentrix.
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.
Interactions
SEPTEMBER 22, 2022
PHM: Hi, I’m P.H. Mullen , Chief Marketing Officer of Interactions. And I’m here today with Interactions President, Cathal McCarthy. We recently announced an exciting collaboration with NVIDIA, one of the driving forces in artificial intelligence, GPU hardware, and full stack computing. So Cathal, let’s dive in. We’re working with NVIDIA.
Toister Performance Solutions
SEPTEMBER 22, 2022
We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Customer service is hard. It requires a lot of focus, calm nerves, and the ability to work through multiple distractions. All of that gets a lot harder when you have ADHD.
HelpCrunch
SEPTEMBER 22, 2022
Shared mailbox vs distribution list – all businesses, especially customer-facing ones, have to deal with this question sooner or later. Oh, and don’t forget to add shared inboxes to that squad. The reason is obvious [ … ]. The post Distribution List vs Shared Mailbox vs Shared Inbox: What’s Your Best Pick? appeared first on HelpCrunch blog.
ClearAction
SEPTEMBER 22, 2022
CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience. Customer experience management typically revolves around touchpoints : service, personalized marketing, loyalty programs, voice of customer, design and digitalization of journey steps, and management of Detractors, Passives, and Promoters.
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.
Concentrix
SEPTEMBER 22, 2022
Discover the five tips to consider on your path to reimagining better CX with a personal touch. The post 5 Tips for Better CX appeared first on Concentrix.
inSided
SEPTEMBER 22, 2022
We’ve all been following the impact of the economic downturn we’re experiencing on SaaS companies, our own businesses, and others we use and love. So far, we’ve seen calls for more efficiency, down rounds, devaluation(s), freezes on hiring across the board, and unfortunately, even layoffs. So with all that happening around us, why do we still see companies and their Customer Success teams still invest in Community projects?
Quiq
SEPTEMBER 22, 2022
Ugh, surveys… Right? You talk to customers; your support team talks to customers. You feel like you have a pretty good idea of what’s working, what’s not, and what needs to improve. But are you sure ? We know collecting and analyzing surveys can be a pain. It’s time-consuming, produces lots of information to sift through, and it doesn’t always give you the results you were hoping for.
Call Experts
SEPTEMBER 22, 2022
If you’re planning to develop customer service FAQ questions for your customers, it’s essential to know the most common questions. . Common questions appear on a customer’s search bar or daily questions, while uncommon questions may overwhelm them. To determine the most common questions that your customers are asking, study your phone and email data, social media, and competitor websites.
Advertiser: ZoomInfo
Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.
CSM Magazine
SEPTEMBER 22, 2022
It is more important than ever to ensure customer satisfaction in a consumer environment where competition is high and disposable income low. To have the consumers speak of your company with high regard is the sure way to guarantee success and longevity in business. Ensuring customer satisfaction requires your team’s behaviour to be impeccable, as it is the human-to-human contact and the quality of the service or product which will bring customers back again and again.
Nuance
SEPTEMBER 22, 2022
This year, we celebrated the 25th anniversary of our speech recognition software, Dragon. When we debuted Dragon at the World Trade Center in NYC, speech recognition was just starting to take off, and people in every industry were beginning to realize its potential. Now, a quarter of a century later, speech recognition and dictation solutions [.]. The post Dragon Speech Recognition is moving to the cloud.
LiveVox
SEPTEMBER 22, 2022
Many automated tools and workflows exist to accomplish this. Automatic phone callers are one of these tools. The post How Do Automatic Phone Callers Work? appeared first on LiveVox.
CSM Magazine
SEPTEMBER 22, 2022
The new digitally-native payment product, powered by open banking technology, offers consumers the choice to instantly Pay By Bank, authorising payments via their mobile banking app or online banking portal. PCI Pal , the global SaaS provider of secure payment solutions for business communications, has announced the launch of its Pay By Bank open banking solution for contact centres.
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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.
Creative Virtual
SEPTEMBER 22, 2022
By Chris Ezekiel, Founder & CEO. Over the past several years businesses around the world have faced significant hardships and uncertainty. As these difficulties continue and new challenges arise, the IT sector will play a critical role in keeping companies connected and enabling them to adapt. SME News Magazine is recognising this with their newly established IT Awards programme.
CSM Magazine
SEPTEMBER 22, 2022
For new and developing companies, reputation is the ultimate goal. Budding firms must instill a sense of trust in their customers. The stakes have risen and to remain in the game, retaining and attracting new customers through the ability to deliver on a promise is crucial. Businesses must integrate authenticity and ensure their brand’s voice addresses customers directly.
JustCall
SEPTEMBER 22, 2022
Sales jobs come with a lot of pressures and challenges. A sales team has to be high-performing and efficient to achieve targets and gain new customers. In this process, there are several obstacles that they have to face regularly. Irrespective of what company you work for, if you are on a sales team, you have to face certain challenges for sales targets.
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