Tue.May 14, 2024

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What Is Conversational Analytics and how does it help your Call Center?

NobelBiz

Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics?

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Sales Negotiation Skills That Deliver Success

Integrity Solutions

For many in sales, negotiation is one of the most challenging aspects of the job. More often than not, these salespeople approach negotiation as a win-or-lose endurance game, a contentious battle that pits two opposing sides against each other. “Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest.

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Trending Sources

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10 Ways to Delight your Frontline Agents (Without Sacrificing Schedule Fit)

Call Design

There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. Unfortunately, during my time as a Scheduler, these interactions were often few and far between. Thankfully Workforce Planning has evolved over the years, with a greater focus now on employee engagement rather than just maximising performance.

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Using Cisco’s Benefits To Ease Difficult Times: The Bridge To Giving Yourself Grace

Cisco - Contact Center

When Strategy and Planning Manager Wendy S. joined Cisco full-time, she knew she had access to incredible benefits she now leans on for support and well-being.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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How to Create a Fail-Safe IT Project Outsourcing Strategy

Helpware

Are you tired of juggling the demands of different IT projects and constantly trying to do more with less? You are not the only one. A Clutch study found that over 37% of small businesses currently outsource at least one business process, with IT services making the top of the list. This number grows even larger when we look at enterprises, about 90% of Fortune 500 companies outsourcing at least some portion of their IT needs.

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The Bald + The Beard | Episode 2: Debunking MORE Outsourcing Myths

Outsource Consultants

In the second episode of The Bald + The Beard , hosts Tom Luther and Andrew Griffiths continue their exploration of outsourcing in the customer experience (CX) sector, this time focusing on the pervasive myths about losing control when outsourcing and how strategic partnerships can actually enhance operational control and data security. Key Takeaways Choosing the Right Outsourcing Partner Matters: It’s not just about handing off tasks; it’s about finding a partner who aligns with you

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What we learned over coffee at the year’s biggest healthcare event

Cisco - Contact Center

Webex powered our in-booth coffee bar experience at HIMSS 2024 with mobile ordering by Webex Connect. Discover how Webex Connect can power seamless end-to-end patient experiences with the tap of a finger.

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IntouchCX Wins Two Awards, Including Executive of the Year, at the 2024 Customer Experience Interaction Awards

24-7 InTouch

BOGOTÁ, COLOMBIA, MAY 14, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, won two major awards at the 2024 Customer Experience Interaction Awards presented by BPrO in Cartagena, Colombia. The company won Silver for Best Social Responsibility Initiative, while Marcela Ramírez, VP of LATAM Operations at IntouchCX, was named the Executive of the Year.

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Top Five9 Alternatives: Why Enghouse Leads in CCaaS

Enghouse Interactive

Explore the top Five9 alternatives in the CCaaS market. Discover why Enghouse stands out with its robust features, affordability, and exceptional support. This guide offers an in-depth comparison to help you choose the best CCaaS solution for your needs.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!

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Balto Named Automation Solution of the Year 2024  at CCW Excellence Awards

Balto

St. Louis, MO – Balto, the first company to provide real-time guidance to contact centers, was named Automation Solution of the Year at this year’s CCW Excellence Awards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies and top-performing executives for their outstanding contributions, innovative ideas, creativity, and excellence in all aspects of contact center operations.

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The Future of Customer Service: On-Demand GigCX vs. Traditional Models

Working Solutions

In the rapidly evolving landscape of customer service, the emergence of the On-Demand GigCX Model marks a significant shift away from conventional approaches. Offering unparalleled flexibility and scalability, this model allows businesses to adapt to fluctuating demands with ease—a stark contrast to the rigid, resource-intensive nature of traditional contact centers.

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Is There a Difference Between Workplace Harassment and Bullying?

CSM Magazine

Your work environment should be a professional place where you feel safe and enabled to perform to the best of your potential. When you experience any form of harassment or bullying in the workplace, it creates hostility. Both offences should be taken seriously. But is there a difference? In this article, we aim to help you identify and understand the difference between harassment and bullying in the workplace.

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Balto Named Automation Solution of the Year Finalist at 2024 CCW Excellence Awards

Balto

St. Louis, MO – Balto, the first company to provide real-time guidance to contact centers, has been named as a finalist in the Automation Solution of the Year category at this year’s CCW Excellence A wards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies and top-performing executives for their outstanding contributions, innovative ideas, creativity, and excellence in all aspects of contact center operations.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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Customer Service Training: A Quick Guide for Mastering Service Excellence

CSM Magazine

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

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How To Reduce Agent Training Time: Ways to Improve Retention in Contact Centers

JustCall

You’ve got a fantastic team, but they need some extra knowledge to truly shine. Training them is the key. But it takes time. Wouldn’t it be great if they could start helping customers quickly without sacrificing valuable time? The longer training takes, the more it can impact your bottom line. The solution? Efficient training systems. Whether you have an established remote team or are hiring new agents, streamlining the onboarding process can help reduce training.

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What’s New in Operator Q1 2024

TCN

We’re thrilled to announce some exciting new features we’ve rolled out in the first quarter. The post What’s New in Operator Q1 2024 appeared first on TCN.

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Three Ways Call Centers Can Reduce Average Wait Time

JustCall

Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. No one likes to wait more than a few minutes to connect with a support agent (unless there’s a grave issue that’s worth the wait). So why does AWT go up at call centers? Usually, because there aren’t enough agents to deal with the volume of calls, the IVR system isn’t optimal, agents are spending too much time on repetitive queries, or there are training and workflow bottlenecks.

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Reimagine Your Communications With A Unified Platform

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.

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CSAT vs NPS vs CES: Differences, Pros, and Cons

Tethr

Learn the differences between CSAT vs NPS vs CES and when to use these customer experience metrics.

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5 Best Progressive Dialer Software in 2024: Which One Is Right for You?

JustCall

Modern sales is quickly ditching physical phone systems in favor of smarter automated dialing solutions, including progressive dialer software. We’re glad you’re considering making this shift as well. Now, there are many outbound progressive dialer options to choose from, but your final decision should ultimately depend on one thing: ROI. “ROI” doesn’t just mean the product cost.

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8 Keys to Better VoC Methodology

ClearAction

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? Less pressure to show financial gains? Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI.

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Encouraging Empathy in Customer Service Teams

Help Scout

Empathy is a core component of every good customer experience. Learn why it’s important and ways to infuse empathy into your customer service interactions.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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Incorporate offline and online human – machine workflows into your generative AI applications on AWS

AWS Machine Learning

Recent advances in artificial intelligence have led to the emergence of generative AI that can produce human-like novel content such as images, text, and audio. These models are pre-trained on massive datasets and, to sometimes fine-tuned with smaller sets of more task specific data. An important aspect of developing effective generative AI application is Reinforcement Learning from Human Feedback (RLHF).

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New Enhancements to Avaya Experience Platform Elevate CX

CSM Magazine

Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption. Avaya’s robust and comprehensive CX platform, trusted by large Enterprises globally, empowers customers to maintain their core capabilities while evolving through flexible innovation paths, including on-premises, private cloud, public cloud, or hybrid deployment models.

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TikTok Recruiting Videos… Are You Missing Out?

Go Hire- ContactCenter

In our latest interview, we sat down with Jessica Miller-Merrell, also known as Jess, a leading voice in HR and talent acquisition and the Founder of Workology. Jess shared insights from her extensive experience and discussed the growing importance of TikTok recruiting videos. Jess runs the popular HR blog, Workology, which she started in 2007. Her blog reaches about a million people monthly.

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Commbox Launches Connect Partner Programme Offering Market-Leading Automation and AI Capabilities

CSM Magazine

CommBox, the leader in AI and automated customer communications, is today launching its new partner programme, CommBox Connect. This programme opens CommBox’s market-leading technology to the broader customer service ecosystem, offering new revenue streams, faster time-to-value, and a more diversified client portfolio. This extension of CommBox’s AI and automation capabilities equips partners with an all-in-one solution to automate and digitise customer communications, an increasing

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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.