Wed.Feb 21, 2024

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Call scoring: Best practices for better agent coaching

Tethr

Here’s how contact center leaders can turn their call scoring and QA process from a check-the-box activity into a source of better customer experiences.

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Unlocking Next-Level Customer Service with Gen AI Technology

CCNG

Your customers already want AI Customer Service. Artificial intelligence (AI) and Generative AI (GenAI) have created a new era of automating the most vital aspects of customer service. The leaders of this space have already explored how AI can improve your organization’s customer service (or support center). The results have shown boosted employee productivity, enhanced accuracy, and improved self-service containment rate.

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Welcome to CX 102: Advanced CX.

Bill Quiseng

Welcome to CX 102 or Advanced CX. This course is a prerequisite for business professionals in the B2C or hospitality industry. It’s an elective for the B2B or the online/digital industry. English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” With that in mind, today’s lesson will be a future reminder for you.

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Network Resilience: Accelerating Efforts to Protect Critical Infrastructure

Cisco - Contact Center

As head of the Cisco Trust Office , Matt Fussa leads a global team that partners with government agencies, regulators, and customers to help shape cybersecurity regulation and manage cyber risk.

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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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The 4 Big Costs of Employee Call-Off Hotlines (2024)

Ambs Call Center

If you’re in charge of your company’s staffing needs and you say, “Okay, there’s got to be a better way to keep track of all our employees' call outs”, you’re in the right place.

More Trending

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Join Concentrix and Salesforce

Concentrix

Join Us In Nashville! How Does Next Generation Customer Experience + AI drive Loyalty? Salesforce and Concentrix will be decoding the challenges and opportunities of GEN AI and the future of customer experience.

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Organizations increasingly look to observability to solve critical challenges

Cisco - Contact Center

Enterprise observability practices: Opportunities, challenges, and the growing role of AIOps Observability is now firmly established in organizations with 78% of enterprises and large midmarket… Read more on Cisco Blogs

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Must-have tools for small business that every owner needs

AnswerConnect

Looking to streamline your business operations? Our latest blog shares the best tools for small businesses to help you enhance productivity and efficiency. The post Must-have tools for small business that every owner needs appeared first on AnswerConnect Blog.

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How LinkLive Enabled Banner Healthcare to Update and Automate Its Transfer Center

Revation Systems

Banner Health operates one of the largest healthcare systems in the United States. Based in Phoenix, Arizona, the non-profit Banner manages specialized facilities across six states and 30 major hospitals. Banner is devoted to delivering and supporting essential patient care through excellence in technology and connectivity for urgent care and Telehealth appointments.

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The 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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Must-have tools for small business that every owner needs

AnswerConnect

Looking to streamline your business operations? Our latest blog shares the best tools for small businesses to help you enhance productivity and efficiency. The post Must-have tools for small business that every owner needs appeared first on AnswerConnect Blog.

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The AI Threat Landscape: Tech Companies and Governments Must Unite Behind Cybersecurity in 2024

Cisco - Contact Center

Tech companies and governments will join forces to develop advanced AI detection systems, ensuring a safer online environment.

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How Product Intelligence Improves CX

SQM Group

By harnessing the power of data analysis and insights, product intelligence significantly improves the customer experience.

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The 4 Big Costs of Employee Call-Off Hotlines (2024)

Ambs Call Center

If you’re in charge of your company’s staffing needs and you say, “Okay, there’s got to be a better way to keep track of all our employees' call outs”, you’re in the right place.

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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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AI and Tech-Enabled Care for Enhanced Patient Experiences

24-7 InTouch

The integration of technology in health tech is changing the way medical professionals deliver care and reshaping the overall patient experience. Technology-driven solutions that improve interactions for both patients and healthcare workers remain top-of-mind in 2024. In this blog, we will delve into the key aspects that contribute to a positive patient experience, explore the role of generative AI and tech-enabled patient care, and examine how patients perceive interactions via digital platform

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Cisco Announces Availability of OpenCSMP

Cisco - Contact Center

Secure, Scalable Management for Constrained IoT Networks Introduction Millions of IoT devices are being deployed into a range of applications supporting Smart Cities, Smart Grids, Smart… Read more on Cisco Blogs

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5 Must-Have Elements for Customer Journey Maps — Dave Seaton

Vistio

A well-crafted customer journey map can show you where to invest your limited resources to create the greatest impact on customer experiences and business objectives. But if you’ve never created a customer journey map before, it’s hard to know what to include.

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6 Strategies to Improve Speed to Lead Conversion Time

Calltools

Contact centers operate in a fast-paced environment, so time is a limited commodity. Ideally, your agents are constantly busy. Even so, you need to take care of potential leads efficiently. When a potential lead signs up for a demo or requests more information, responding to them quickly is critical to converting them. If you are too slow, you will lose them to a competitor.

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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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Common Customer Service Complaints At Online Bingo Sites

CSM Magazine

We all know the importance of good customer service across all industries. When a business doesn’t know how to adequately serve its customers, it can be in big trouble. Some sectors struggle with this more than others. Online bingo sites are regularly regarded as some of the worst from a customer service standpoint. Many of these websites exist, though customers constantly make complaints about one thing or another.

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Driving Sustainability in Solutions: The Cisco-Computacenter Partnership

Cisco - Contact Center

Co-Authored by Julie Greene , Cisco Business Development Director, Computacenter Globally, we’re witnessing a surge in interest and initiatives focused on sustainability.

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Industry-Specific Web Development: HealthTech, FinTech and More

CSM Magazine

Modern web development is an important cornerstone of industry-specific importance with which companies design competitive advantages in their fields. Cutting-edge companies such as IT Craft are spearheading crafting bespoke web solutions custom-tailored to the unique demands that industries like HealthTech, FinTech, and far beyond the present. This article explores how specialized services in web development are changing the future for these industries by underlining the role an expert develope

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Building a More Sustainable Global Network for the Future – Cisco and BT

Cisco - Contact Center

Cisco’s relationships with our service provider partners have always been crucial. Together, we’ve innovated, solved challenges, and connected the world.

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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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It’s a Wrap: C3 2024 Event Recap

TCN

C3 2024 was one for the books! TCN’s annual event welcomed hundreds of TCN clients. The post It’s a Wrap: C3 2024 Event Recap appeared first on TCN.

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Your Work Makes a Difference

Brad Cleveland Blog

We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work … Continue reading → The post Your Work Makes a Difference appeared first on Brad Cleveland.

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Revolutionizing Guest Services with Chatbots in the Hospitality Industry

Netomi

Table of Contents Introduction Understanding Chatbots in Hospitality The Role of Chatbots in Enhancing Guest Experience Integrating Chatbots with Existing Hospitality Systems The Business Impact of Chatbots in Hospitality Guest Engagement and Feedback through Chatbots Challenges and Ethical Considerations in Chatbot Usage Conclusion Frequently Asked Questions Introduction The hospitality industry constantly seeks innovative ways to enhance customer service and efficiency.

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Your Work Makes a Difference

Brad Cleveland Blog

We all spend a high percentage of our waking hours working. For most of us, the primary reason is very practical: we require the means to buy the things we need and want. So, in a very real way, work … Continue reading → The post Your Work Makes a Difference appeared first on Brad Cleveland.

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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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Cincom

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4 Pillars of a Good IoT User Experience

Cyara

The Internet of Things (IoT) comprises systems of interconnected devices. This includes computers, mechanical and digital machines, to name but a few. These devices can transfer large volumes of data over a network through unique identifiers (UIDs) without requiring any human interaction. Home systems, such as lighting, electronic appliances, streaming services, and smart speakers, also fall under the umbrella of IoT.

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Cincom

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