Sat.Apr 29, 2023 - Fri.May 05, 2023

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Personalized Customer Experience: 10 Tips for Positive Memorable Call Center Experience

SQM Group

In this blog, we discuss the benefits of personalized customer experience and explore 10 personalization tips to help resolve issues on the first contact.

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The Contact Center Training Evolution

CCNG

In a recent CCNG Town Hall event, members Amas Tenumah and Amayea Maat reviewed the evolution of training in the customer contact and experience delivery arena. Many things have evolved from in person to remote training, from static and fixed training to just in time, from cumbersome technology to sleek technology, and from a brick and mortar structure to remote workers all around the world.

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Guest Post: Unlock the Secret to Exceptional Customer Service Productivity

ShepHyken

This week, we feature an article by Clive Hanks from TextExpander , a communication and efficiency tool that helps individuals and companies become more productive. In today’s digital world, customer service productivity is more important than ever. With the rise of online shopping and e-commerce, consumers increasingly turn to chat and email-based tools to contact companies with questions, concerns, and complaints.

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Why A Digital Contact Center Is Essential for Meeting Today’s Customer Expectations

Playvox

When I lived in Colombia, it seemed as if there were fruit stands on every corner. Some fruit sellers would even balance bags of fruit on sticks, running between cars to hawk their harvest. Piña (pineapple)! Tomate de árbol (tree tomato)! And my favorite, maracuya (passionfruit)! There were so many choices, but I always went back to the same stand. Why?

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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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5 Ways to Enhance Your Contact Center Agents’ Experience

Calltools

Gone are the generations raised to believe the customer is always right. Employees today can have a tendency to take that frustration out on co-workers and even on customers — especially if they don’t feel appreciated, engaged, or otherwise happy in their roles. It can’t be said enough: the level of happiness your customers’ experience is directly linked to the experience and engagement of your call center agents.

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How to Overcome Contact Center Challenges

Concentrix

Join us as we discuss how our AnyPaaS solution can transform your CX and help you overcome business challenges.

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Manager’s Guide to Abandonment Rates in the Contact Center 

Fonolo

Lowering call abandonment rates in contact centers is one of the most powerful performance levers available to call center managers. It’s also what Fonolo Call-Backs do best. Reducing abandonment rates is a primary benefit of our call-back software and we’ve helped dozens of companies improve their KPIs by solving their abandonment rate problems.

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Call Center Quality Assurance: Why Is It Important in Call Centers

TeleDirect

Learn why call center quality assurance (QA) is essential for customer satisfaction. Our guide explores identifying improvements and overall benefits. Call Center Quality Assurance: Why Is It Important? Many companies focus intensely on quality assurance regarding their actual product or service. However, that focus often falls by the wayside when it comes to another important facet of their business — customer service and communication.

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Call Center vs Contact Center: Understanding the Key Differences

TeleDirect

Are you struggling to know the difference between a contact center and a call center? Let this article guide you through the key differences so that you can make an informed decision for your business needs. Contact Center vs. Call Center: Understanding the Key Differences If you want to up your customer service game, the key is keeping in contact with your customers.

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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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CallMiner Product Innovation Series: May 2023

Callminer

Bruce McMahon, VP of Product Management, shares key updates from CallMiner's 2023.05 release, including the rebrand of CallMiner Alert to CallMiner RealTime. Read this blog for more.

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What’s the secret? 10 rules for creating a incredibly successful consultancy

Beyond Philosophy

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy. So, let’s look at the rules first and then dive deeper into what I mean by them. 10 Rules for Building a Successful Consultancy Be brave and be committed.

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Building a People-First, Product-Second Culture with Bob Phibbs

ShepHyken

Top Takeaways: Brands sometimes invest more in products and in how their retail stores look without focusing on the experience. No matter how nice the brick-and-mortar store is, if your employees are not trained to properly welcome and pay attention to your customers, they will leave and buy from your competitors, go or online, where it is faster and more accessible.

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Be Magnificently Boring to CARE!

Bill Quiseng

Business leaders are happy because customers were satisfied with their product or service. But that’s not good enough. Satisfied customers feel that their experience was good, not better, just average. Nobody raves about average. And satisfied customers will not return as soon as they find an experience that is better or a price that is less expensive.

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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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Machine learning and AI for Field Service

TechSee

As we enter the next season of 2023, the field service industry is witnessing a significant shift towards the adoption of artificial intelligence (AI) technologies to address various customer-facing needs. The potential of AI is enormous, ranging from predicting equipment issues to optimizing technician scheduling, among other applications. One of the subsets of AI, machine learning, has lately emerged as a branch that goes beyond the core capabilities of AI.

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Considering a career change? Here are 10 rules for building a successful consultancy

Beyond Philosophy

If you have been listening to us for a while now, you probably know about our “I’m in a Pickle” podcasts and the “5 Rules” series. If so, and you’re a fan, today is your lucky day because this podcast is a mash-up of both series. Not only that, but we also added in 5 more bonus rules for 100% more rules. It seems that quite a few people in our audience have a pickle.

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Build an image search engine with Amazon Kendra and Amazon Rekognition

AWS Machine Learning

In this post, we discuss a machine learning (ML) solution for complex image searches using Amazon Kendra and Amazon Rekognition. Specifically, we use the example of architecture diagrams for complex images due to their incorporation of numerous different visual icons and text. With the internet, searching and obtaining an image has never been easier.

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5 Uncommon Tips for IT Career Success

Cisco - Contact Center

As an IT professional, I get requests for advice from individuals who want to break into the tech industry but who feel intimidated by the prospect. My response is always the same.

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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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Seven customer community building tips for SaaS CSMs

ChurnZero

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. Multiple relationships benefit clients and service providers since they get to know each other on a deeper business level.

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What Makes a Good Law Firm Receptionist?

Abby Connect

When you’re in court for your cases, meeting with a client, or providing legal counsel, who manages your law firm’s incoming calls? The importance of having a compassionate and capable legal receptionist or legal answering service is not to be underestimated.

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The Latest Trends and Development in Node.JS (2023 Edition)

kommunicate

Last Updated on May 5, 2023 About thirteen years after the launch of the first server-side JavaScript environment, Netscape’s LiveWire Pro Web, Ryan Dahl created Node.js. In the first edition, support was only given to Linux and Mac OS X. Dahl managed its development and maintenance, and Joyent later funded it. Node.js use JavaScript and [.] The post The Latest Trends and Development in Node.JS (2023 Edition) appeared first on Kommunicate Blog.

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New “Learning Map” Lets You Bring DevOps to Life at Cisco Live!

Cisco - Contact Center

Estimated read time: 4 minutes Learn how to optimize your approach to DevOps DevOps has revolutionized the way enterprise software is developed and deployed, enabling development and operations teams… Read more on Cisco Blogs

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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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Ticket Deflection: The Key To Increasing Customer Support Efficiency

TeamSupport

Ensuring that customers have a superior experience using a product or service is a top priority for most companies. Customers expect to have access to fast and easy customer support when and where they need it. As a matter of fact, research shows that 40% of customers stopped doing business with a company due to poor service. However the current economic climate is forcing more companies to make tough decisions regarding where to focus their resources.

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The Little Known Disadvantages of a Customer-first Strategy

C3Centricity

The business world has significantly shifted in recent years, and I, for one, am excited to see so many companies adopting a customer-first strategy. However, like any strategy, a customer-first approach has pros and cons. Therefore I thought it would be helpful to consider both the advantages and disadvantages of a customer-first plan. Advantages of a Customer-First Strategy If you regularly read my posts, you will know that I’m passionate about companies adopting and improving their cust

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9 Patient Retention Strategies For Your Healthcare Institute In 2023

kommunicate

Last Updated on May 1, 2023 “The art of medicine consists of amusing the patient while nature cures the disease.”— Voltaire A visit to a healthcare facility is not pleasant. You have to deal with the doctors, the financial aspects of it, the mental trauma of dealing with the disease, and, most importantly, the disease [.] The post 9 Patient Retention Strategies For Your Healthcare Institute In 2023 appeared first on Kommunicate Blog.

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The Future of Financial Services. Coffee and Conversations Podcast.

Cisco - Contact Center

For nearly 20 years, I’ve been fortunate to interact daily with Cisco’s account teams and financial services customers across different industry segments, institution sizes, and geographies.

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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Why Emotional Intelligence in Sales Creates Better Customer Relationships

Integrity Solutions

Many of our important decisions in life are influenced by both emotional and rational attributes, and often, the pull of the emotional is what rules the day. This simple truth goes a long way toward explaining why it takes more than just intellect and know-how to be a high-performing salesperson. As Daniel Goleman noted in his groundbreaking book , “Emotional Intelligence,” research shows that up to 90% of performance effectiveness is due to emotional savvy rather than technical know

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MiaRec vs Calabrio ONE: What Is The Difference?

MiaRec

While researching contact center solutions, you might be overwhelmed with all the options on the market. From pricing to integration, you realize there are several factors that you need to consider.

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Here’s What’s New From May 2023 || Kommunicate Product Release Notes

kommunicate

Last Updated on May 4, 2023 If you work at a bank or at a hospital, we have some news that will surely excite you. Our engineers have worked hard to bring you a feature-addition that has been asked by a lot of folks. So, here it goes. Banking and Healthcare chatbot templates : We [.] The post Here’s What’s New From May 2023 || Kommunicate Product Release Notes appeared first on Kommunicate Blog.

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