Sat.May 13, 2023 - Fri.May 19, 2023

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Customer Service Is Like Dating

ShepHyken

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. This can include follow-up from the salesperson, dealing with customer service for a problem, or any interaction you have with the company or brand after the sale is made.

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ChatGPT – is it the answer to customer service?

CCNG

There is a lot of hype around ChatGPT now so I thought I would write to help address some of the excitable theories about how it might impact the Customer Experience environment. What is ChatGPT? ChatGPT is Chatbot. It is a super powered chatbot that can do many things earlier generation chatbots couldn’t do. Like all chatbots, it has been programmed to deliver an answer to a question.

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Guide to Interpreting Call Center Analytics

Fonolo

Correctly interpreting call center analytics and KPIs is key to improving your operations and your customer’s experience. Today, contact centers are increasingly viewed by businesses as the key to understanding customers. They’re valued by c-suites for providing insights gleaned from direct contact via customer service and support channels. But without proper data analysis and interpretation, contact centers – and the businesses they serve – may not reach their full potential.

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The AI Advantage: Generative AI From a Contact Center Manager’s Perspective (With Examples)

LiveVox

As a contact center manager, you’re well aware of the challenges that come with managing a team of customer service representatives. One of the biggest challenges is finding ways to keep costs down while still delivering high-quality customer service. Agent attrition, hiring and training costs, and the need for expensive technologies to manage large volumes […] The post The AI Advantage: Generative AI From a Contact Center Manager’s Perspective (With Examples) appeared first on LiveV

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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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The Power of Meaningful Work in Customer Service

Brad Cleveland Blog

For years, a well-known company had high turnover in their customer service department. Customer ratings were low and employees jumped at any chance to move to other jobs. This department was second from the bottom in an annual company-wide survey of employee satisfaction. But a … Continue reading → The post The Power of Meaningful Work in Customer Service appeared first on Brad Cleveland.

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The CXO dream team: ?Why marketing, sales, and CS should unite to drive growth

Totango

Three learnings from TSIA on why your go-to-market leaders have an opportunity to work better together to drive growth. When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. Last week at the TSIA World: Interact conference in Orlando, I spent time talking with several sales and CS leaders about the opportunity we have to lean into our C-suite partnerships and take the rei

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Enhance Contact Center Performance with Real-Time Analytics

Tethr

Discover how AI-driven, real-time call analytics assist contact center agents, improve supervisor monitoring, and boost overall business performance.

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The Psychology of Customer Service: The Secret to Happy Customers

CSM Magazine

Understanding the psychology of customer service can help businesses create customer experiences that not only meet expectations but also exceed them. This, in turn, fosters customer loyalty and positive word-of-mouth recommendations, ultimately driving profitability. The psychology of customer service delves deep into the human mind, examining how emotions, motivations, and perceptions influence consumer behavior.

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Top 15 Customer Support Statistics In 2023

Knowmax

The post Top 15 Customer Support Statistics In 2023 appeared first on Knowmax.

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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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Using AI to address five critical business challenges in healthcare

Callminer

From consumerization to bad debt to staffing shortages, here’s how healthcare organizations can address five of the most critical challenges in 2023 with AI.

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Become a better leader by knowing yourself and managing your emotions

Beyond Philosophy

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Some of the best leaders have a higher EQ than IQ. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago.

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Why Customer Satisfaction Looks at Management’s Every Move

Steve DiGioia

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. That’s right, your every move. They’re watching your every decision, every action, and every word. And if you’re not careful, they’ll have no qualms about letting you know when you’ve screwed up. Now, you might be thinking, “But I’m the boss!

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Top 5 Customer Service & CX Articles for the Week of May 15, 2023

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Ways to Create the Authentic Relationships Customers Crave by Ed Hallen (Fast Company) In a world of infinite choices, customers remember brands that provide genuine, trustworthy, and authentic experiences.

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Contact Center Dialers Demystified

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.

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How partners drive growth through Visual Intelligence Studio

TechSee

Companies across all industries are searching for innovative ways to streamline operations and enhance the customer experience. In the realm of visual assistance, our partners are making a significant impact through TechSee’s Visual Intelligence Studio (VIS). With their VIS certification, these highly engaged partners are revolutionizing the way businesses engage with their customers.

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In the Shadow of a Recession: How Confidence Can Make or Break Your Customer Experience

Beyond Philosophy

Every time I turn on the news, I hear about the potential of a recession. There seem to be so many conflicting opinions it reminds me of that old joke. ‘What happens when you put ten economists in a room? You’ll get 11 opinions.” Having lived through many recessions, I have seen time after time what happens. People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this lis

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Concentrix Carbon Challenge Portal recognized as a 2023 SEAL Business Sustainability Awards

Concentrix

oncentrix environmental awareness and education platform wins SEAL Environmental Initiative Award Location: Newark, CA Date: May 16, 2023 Concentrix is proud to be recognized by the 2023 SEAL Business Sustainability Awards for its environmental awareness and education platform, the Concentrix Carbon Challenge Portal.

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Putting Customers First is a Game Changer with Jesse Cole

ShepHyken

Top Takeaways: The Savannah Bananas sells out every game, with a waitlist of 550,000 for tickets. There are 3,000 people joining the waitlist every day. They have 4,000,000 more followers on social media than any Major League Baseball team. The best inspiration happens from what people are doing wrong. Ask what the biggest friction points in your customers’ experiences are.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Customers care about their metrics, not yours.

Bill Quiseng

Customers pay for their experience, not your product or service. They buy with emotion and justify their decision with reason. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.

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How will knowing yourself and managing your emotions make you a better leader

Beyond Philosophy

Having a high IQ isn’t the most important thing for leadership. It helps, but intelligence isn’t enough to make a great leader. It turns out that IQ without EQ, or emotional intelligence, doesn’t inspire teams to meet or exceed their goals. This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years.

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Deliver the Experience Your Customers Want with a Data-Informed Hybrid Work Strategy

Cisco - Contact Center

Introduction: The Evolution of Hybrid Work While hybrid work is not a new concept, it continues to evolve as we gather more information about employee work preferences and customers’ workplace and r… Read more on Cisco Blogs

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Navigating the Digital Frontier: The Pros and Cons of Symptom Checker Chatbots

kommunicate

Last Updated on May 19, 2023 Picture this. You have a patient who is sitting in the comfort of their home, getting answers to their most common queries. This without even talking to your hospital support staff. Your support staff are a happy bunch, since they don’t have to be on the phone or chat [.] The post Navigating the Digital Frontier: The Pros and Cons of Symptom Checker Chatbots appeared first on Kommunicate Blog.

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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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Maximising Customer Value: Answering Your Top Questions About Customer Centricity

C3Centricity

As a customer-first strategist, I am frequently asked about customer centricity and the value it brings to a business when they adopt the strategy. I, therefore, thought it would be useful to share the topics my clients ask me about most frequently and my responses to them. If you, too, have questions about customer centricity, I’m sure you will find the answers you’re looking for below.

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Introducing an image-to-speech Generative AI application using Amazon SageMaker and Hugging Face

AWS Machine Learning

Vision loss comes in various forms. For some, it’s from birth, for others, it’s a slow descent over time which comes with many expiration dates: The day you can’t see pictures, recognize yourself, or loved ones faces or even read your mail. In our previous blogpost Enable the Visually Impaired to Hear Documents using Amazon Textract and Amazon Polly , we showed you our Text to Speech application called “Read for Me”.

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How Cisco’s SaaS Solutions on AWS Deliver Unbeatable Value to Customers and Partners

Cisco - Contact Center

The cloud has become a vital tool for businesses of all sizes, providing flexibility, scalability, and cost-effectiveness that are necessary to compete in today’s fast-paced digital landscape.

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3 Ways AI Can Improve Agent Engagement

Upstream Works

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 3 Ways AI Can Improve Agent Engagement appeared first on Upstream Works.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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Tips for Starting a Business of Your Own

Joe Rawlinson

Starting your own business can be an exciting and fulfilling experience. There are many factors to consider and important decisions to make when embarking on this journey. In this article, we will provide essential tips to help set the stage for a successful endeavor. Keep reading to learn more about essential business concepts and strategies that will help propel your business forward.

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How to Overcome the Cyber Security Skills Shortage

ConvergeOne

Small- and medium-sized organizations face significant challenges when it comes to the evaluation and acquisition of the right technology in alignment with overall corporate goals. Proper training, deployment, and ongoing maintenance of next-generation security tools can be negatively impacted with potentially disastrous results. It is also difficult for companies to stay knowledgeable about the evolving cyber security landscape and up to date on new and evolving cyber threats.

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Cisco’s Comprehensive Security Portfolio Includes Cloud Native Application Security

Cisco - Contact Center

IT Security Isn’t Easy Providing IT security might be the one thing that’s more difficult than providing physical security – there’s more threat actors, the threat landscape is always increasing and t… Read more on Cisco Blogs

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