Fri.Oct 13, 2023

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Unlock Success: Master Adherence and Conformance in Your Call Center

Injixo

In a recent post , I wrote about the difference between intraday management and real-time management. These terms are often used interchangeably, but as you saw, there are some very important distinctions! Mastering the functions and metrics within workforce management can make the difference between a company that just does 'OK' and a company that delivers consistent service levels to its customers, a good experience for its employees, and added value for its shareholders and investors.

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AI: The Future Brain of Contact Centers

DMG Consulting

AI: The Future Brain of Contact Centers View this article on the publisher’s website. Debates about the power and danger of artificial intelligence (AI) abound, but both the issues and practical realities are nuanced. No person or government is going to stop the AI revolution, and regulating it is going to be very difficult. Trying to limit AI is akin to limiting human ingenuity, and that will not (and should not) happen.

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Securing the Modern Hyper-Distributed Network: Perspectives from the 2023 Gartner Magic Quadrant™ for SD-WAN

Cisco - Contact Center

A typical day’s tasks for today’s modern worker are frequently distributed across multiple devices, applications, and locations.

CRM 90
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Local Caller ID vs. CNAM

Avoxi

Your guide to local caller ID vs. CNAM. Discover differences, benefits, and how they impact caller recognition and trust. The post Local Caller ID vs. CNAM appeared first on AVOXI.

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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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Up, Up, and Away to the Clouds: Cisco Multicloud Specialist Certifications

Cisco - Contact Center

Is it a bird? Is it a plane? No, it’s the latest certifications from Cisco Learning and Certifications !

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Flying in Pairs

Cisco - Contact Center

The theme for DistiNext 2023 was Growing Together. This theme ties perfectly into our theme for Americas Distribution, Going Hypersonic to Fuel Partner Success.

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Providing AnyPaaS Reliability and Flexibility for a Crisis Helpline

Concentrix

Providing AnyPaaS Reliability and Flexibility for a Crisis Helpline Chimo Helpline provides a free compassionate and confidential support line for mental health crisis intervention, wellbeing support, and suicide prevention. Industry: Energy & Public Sector After completing the necessary back-end work, we were able to switch Chimo from its previous vendor to AnyPaaS in just 8.

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Unlock Success: Master Adherence and Conformance in Your Call Center

Injixo

In a recent post , I wrote about the difference between intraday management and real-time management. These terms are often used interchangeably, but as you saw, there are some very important distinctions! Mastering the functions and metrics within workforce management can make the difference between a company that just does 'OK' and a company that delivers consistent service levels to its customers, a good experience for its employees, and added value for its shareholders and investors.

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Kommunicate Product Updates From October 2023

kommunicate

Last Updated on October 13, 2023 Here are our major updates from the month of October: Features Improvements Bug Fixes The post Kommunicate Product Updates From October 2023 appeared first on Kommunicate Blog.

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The 2023 Verint Experience Index: Retail

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

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Embracing Heritage: A Journey of Resilience and Leadership

Cisco - Contact Center

Hispanic Heritage Month is a time for reflection. This year, I spent time thinking about what it truly means to be a Hispanic leader at Cisco.

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Achieving Compliance Success with Digital Playbooks: A Game-Changing Approach to Customer Success

SmartKarrot

In the world of customer success, achieving compliance is a critical goal for businesses across industries. Compliance ensures that organizations adhere to legal regulations and industry standards, protecting both themselves and their customers. However, with ever-changing requirements and complex processes, achieving compliance can be a daunting task.

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The First 90 Days: A Key Account Manager’s Playbook for Seamless Customer Onboarding

SmartKarrot

Onboarding is an underlying phase in the customer journey, setting the tone for the entire lifecycle of the customer-product relationship. Its importance cannot be overstated, as it directly influences long-term user adoption, satisfaction, and retention. Data from industry studies supports this- the Harvard Business Review underscores the financial implications of effective onboarding.

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Strategies to Increase Customer Retention: What Every Playbook Should Include

SmartKarrot

In today’s hyper-competitive business environment, customer acquisition is only half the battle. Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation.

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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.