Tue.Aug 16, 2022

3 Steps to Getting Sales on Board with Your Customer Success Plan

Education Services Group

Customer Success Plans are key to starting your customer relationships off on the right foot.

New Data Shows Post Pandemic Impact of Customer Loyalty Resulting in Increased Likelihood to Churn from Poor Service

TechSee

TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry.

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Protecting Your Most Sensitive Data

Contact Center Pipeline

I admit it. I cannot get redaction off my mind. My company’s speech analytics clients are practically consumed by the topic, so I guess it shouldn’t be a surprise that I’m always thinking about it. I’ve been in the speech analytics business for 16 years and my team of analysts hear about redaction requirements all […]. Data security Speech analytics ASR automated speech recognition compliance cybersecurity data breaches data privacy data security redaction speech analytics transcription

Five Best Customer Retention Software Solutions for Customer Success

Totango

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

How biometric security can transform a fraud investigation

Nuance

Amidst the disruption of the pandemic, many fraudsters shifted their focus to identity theft—in fact, between 2019 and 2021 it was reported that true identity theft increased 81.8% across industries. This, in turn, greatly accelerated the adoption of biometric security.

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Who Has the Best (& Worst) Retail Customer Service?

Working Solutions

Today’s savvy consumers are quick to praise – or condemn – brands where they have impactful customer experiences (CX). If problems are solved quickly by professional, empathetic agents, they’ll happily share their encounter, either by word-of-mouth or on social media.

Email vs. Text Messaging: Which is Better For Business?

VirtualPBX

Finding a customer who doesn’t use either texting or email is pretty uncommon nowadays. But while using email is pretty traditional for businesses, using text messages for customer outreach is still a growing practice.

The Fight Against Ransomware

ConvergeOne

When ConvergeOne held a Ransomware Readiness event for public sector customers, it was well-attended, with a large number of representatives from our manufacturer partners and K-12, Higher Education, and City customers.

3 Trends Currently Shaping the Digital Health Industry

Helpware

The COVID-19 pandemic has arguably transformed healthcare, perhaps more than any other industry.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Revation Surpasses Milestone 600th Banking Customer on Its Digital-first Contact Center as a Service Platform

Revation Systems

Record growth and continued business development validate Revation’s position as the trusted CCaaS provider for the financial services industry. August 16, 2022 09:00 AM Eastern Daylight Time.

Amazing Business Radio: Seth Dobrin

Shep Hyken

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . Shep Hyken interviews Seth Dobrin, IBM ‘s first Global Chief AI Officer, leading the company’s corporate AI strategy.

New Job in Naples? Here’s What You Need to Know About Moving There

CSM Magazine

If you’ve recently got a new job in Naples and are planning to move there, you’re probably feeling excited and perhaps a little daunted at the prospect. It can be tough to start a new career in a brand new place but don’t worry too much, your future is brimming with opportunity.

Lead Generation: Where Compliance Meets Conversion in Your Call Center

LiveVox

LiveVox offers powerful lead generation and compliance tools that help businesses of all sizes capture and qualify leads. The post Lead Generation: Where Compliance Meets Conversion in Your Call Center appeared first on LiveVox. Compliance

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

6 Steps You Need to Take To Start a YouTube Channel

CSM Magazine

Creating and maintaining a YouTube channel can be time-consuming, but it can also lead to new opportunities and connections. If you have a subject that you’re passionate about and are willing to commit energy to, starting a YouTube channel might be the right move for you.

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Area Code 505 and 575: Albuquerque, New Mexico Local Phone Numbers

JustCall

Want to serve your customers based in Albuquerque? You may get 575 or 505 area code phone numbers for your business in Albuquerque. With JustCall’s cloud-based VoIP phone solutions, no matter where your firm is located, you can make and receive calls using your 575 and 505 area code numbers.

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National Express Improves Security and Flexibility With 8×8 and PCI Pal

CSM Magazine

The implementation includes 8×8 Secure Pay , an essential XCaaS component powered by PCI Pal , which provides an important layer of security and compliance for credit card payments over the phone.

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Area Code 313: Detroit, Michigan Local Phone Numbers

JustCall

Set up your local business in Detroit with local 313 phone numbers. Using local phone lines helps your business grow its reach and client base. A phone number with the 313 area code might give you the reach you need.

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Cloud-based medical imaging reconstruction using deep neural networks

AWS Machine Learning

Medical imaging techniques like computed tomography (CT), magnetic resonance imaging (MRI), medical x-ray imaging, ultrasound imaging, and others are commonly used by doctors for various reasons.

Area Code 412: Pittsburg, Pennsylvania Local Phone Numbers

JustCall

With a Pittsburgh area code, any company in Pennsylvania may thrive. Local business presence with a 412 area code allows you to connect you to your Pittsburgh customers easily. What Area Code is 412? . After Philadelphia, Pittsburgh is the state’s second-largest city.

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Announcing the launch of the model copy feature for Amazon Rekognition Custom Labels

AWS Machine Learning

Amazon Rekognition Custom Labels is a fully managed computer vision service that allows developers to build custom models to classify and identify objects in images that are specific and unique to your business.

Area Code 402: Lincoln, Nebraska Local Phone Numbers

JustCall

Are you thinking about expanding your business in the state of Nebraska? JustCall can offer you a phone number with the 402 area code.

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How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

How are contact centers and their systems using predictive analytics?

DMG Consulting

Question: How are contact centers and their systems using predictive analytics? Answer: Contact centers utilize predictive analytics in a number of ways to anticipate the probability of future behaviors or occurrences, and their potential impact on the customer and employee experience and bottom line. Predictive analytics is a flexible AI-based technology that is being leveraged by a growing number of contact center solutions (e.g.,

For the Fourth Year in a Row, Outsource Consultants Makes the Inc. 5000 List

Outsource Consultants

SAINT LOUIS PARK, MN, August 17, 2022 – Inc. magazine today named Outsource Consultants a member of its annual Inc. 5000 list, the most prestigious ranking of the nation’s fastest-growing private companies.

IVAs: Self-Service Solutions that Work

DMG Consulting

IVAs: Self-Service Solutions that Work. August 4, 2022 By Donna Fluss. View this article on the publisher’s website. Customers prefer the expediency of self-service, but they will not sacrifice a good experience for convenience. They hold self-service solutions to the same high standards as live agents, expecting accurate, fast, and knowledgeable service, when they want it, in their channel of choice.

How to Recover Deleted WhatsApp Messages

JivoChat

Do you want to know how to recover deleted WhatsApp messages?

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Better CX with AI and Empathy

Concentrix

Find the balance between automation and the human touch when implementing AI technology in your CX strategy. The post Better CX with AI and Empathy appeared first on Concentrix. Thought Leadership

How to perform excellent call center management?

Voiptime

Effective call center management is a goal for every call center leader, who is going on to who wants to achieve sustainable development, high sales figures, and optimize all processes to achieve the highest results. Different call center management practices exist, but only the wise smart selection and combination of them can lead to success. Overall call center performance depends on call center management techniques that are used and implemented by the contact center leader.

Better CX with AI and Empathy

Concentrix

Find the balance between automation and the human touch when implementing AI technology in your CX strategy. The post Better CX with AI and Empathy appeared first on Concentrix. Thought Leadership