Sat.Sep 14, 2024 - Fri.Sep 20, 2024

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Quality Assurance: Your Strategic Weapon Against Customer Service Disasters

CCNG

Poorly managed contact center quality controls can greatly impact your business, and the consequences are staggering. This article is the first in a series exploring the risks of substandard contact center QA practices. Quality Assurance: Your Strategic Weapon Against Customer Service Disasters In the fast-paced world of customer service, the quality of interactions between agents and customers is paramount.

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Potential Profit Killer: Making Assumptions About Customers

ShepHyken

My friend Norman Beck sends me interesting articles and stories on a regular basis. Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. The customer walked away, but before leaving the store, she visited the owner’s office, who also happened to be a close friend.

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3 Ways Contact Center AI is Redefining the Agent Experience

Upstream Works

Contact center AI can revolutionize the agent experience by automating tasks and process. This blog highlights three use cases. The post 3 Ways Contact Center AI is Redefining the Agent Experience appeared first on Upstream Works.

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The Hidden Meaning Behind Why People Make So Many Excuses

Beyond Philosophy

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: I have been dealing with a load of tradespeople on my kitchen renovation. The excuses they devise for why something can’t happen are amazing. Today, we will look closer at excuses regarding why people give them and what you can take away from that exchange.

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The State of Digital Customer Experience Report 2024

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

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How AI is reshaping the BPO business model

Callminer

For the BPO industry, there’s a seismic shift underway. Traditionally seen as cost centers, BPOs are now leveraging AI to transform into strategic value drivers. Read more in this blog.

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Revolutionizing Customer Service: The Blueprint for Partnership and Saving 60M+ Agent Minutes

Interactions

In an era where customer experience (CX) can make or break a brand, companies are increasingly turning to technology and strategic partnerships to stay ahead. A collaboration between a leading insurance provider and Interactions stands out as a prime example of how innovative approaches can transform customer engagement, drive significant cost savings, and empower customers.

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SVC Celebrates the Expansion of Its Office Space at Cebu IT Park

Select VoiceCom Blog

Select VoiceCom employees and company leaders came together last Wednesday to celebrate the blessing ceremony of the newly expanded office on the 5th floor of the i1 Building, Cebu IT Park, Apas, Cebu City. The 5th-floor office is another step forward for us to accommodate our growing team and clientele. With this additional space, we want to show how dedicated we are to supporting more employees and businesses as they thrive in what they do best, no matter their profession or industry.

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Hypergrowth Customer Service Software Provider Announces New Hires to Fuel UK Growth and US Expansion

CSM Magazine

CloudInteract announces new senior hires to support UK growth and US expansion, as it sets sights on supporting an industry predicted to grow to over USD 22 billion by 2030. CloudInteract , a rapidly growing, UK-based provider of customer experience (CX) platforms, announces a range of senior hires to support its UK growth plans and expansion into the US market.

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Enhancing Customer Experience: The Power of Seasonal Burst Services!

Advantage Communications

Understanding the Burst Imagine a scenario: your e-commerce store is gearing up for the holiday shopping season, or your travel agency is preparing for the summer rush. During these periods, your customer inquiries and demands skyrocket. This is where a burst in customer support requirements occurs. Instead of scrambling to hire and train a large in-house team for a temporary surge, businesses are increasingly turning to outsourced customer support burst services.

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Your Roadmap to Successful AI Implementations in the Contact Center

CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

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How Artificial Intelligence is Changing Customer Expectations with Laura Burgess

ShepHyken

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why are customer expectations rising in today’s market? How can AI enhance customer service experience? How can businesses effectively implement AI in customer service? Why is transparency when using AI in customer interaction? How can businesses balance between AI and human support?

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Revolutionize logo design creation with Amazon Bedrock: Embracing generative art, dynamic logos, and AI collaboration

AWS Machine Learning

In the field of technology and creative design, logo design and creation has adapted and evolved at a rapid pace. From the hieroglyphs of ancient Egypt to the sleek minimalism of today’s tech giants, the visual identities that define our favorite brands have undergone a remarkable transformation. Today, the world of creative design is once again being transformed by the emergence of generative AI.

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Routed Optical Networking Continues to Transform the Industry

Cisco - Contact Center

Learn why Cisco Routed Optical Networking has been deployed by more than 200 customers who have increased capacity, reduced energy consumption, and lowered network costs complexity, and footprint.

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10 Key Questions CPG Leaders Should Ask About Customer-First Strategies for Expanded Loyalty

C3Centricity

CPG leaders (Consumer Goods Companies) understand that delivering exceptional consumer experiences is crucial for distinguishing their brands. A customer-first strategy has emerged as a pivotal approach to business success in every industry, prioritizing customers’ needs, preferences, satisfaction and delight across all facets of an organisation.

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How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

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Top 5 Customer Service & CX Articles for Week of September 16, 2024

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 comments about each article and would like to hear what you think too. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

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Build a generative AI assistant to enhance employee experience using Amazon Q Business

AWS Machine Learning

In today’s fast-paced business environment, organizations are constantly seeking innovative ways to enhance employee experience and productivity. There are many challenges that can impact employee productivity, such as cumbersome search experiences or finding specific information across an organization’s vast knowledge bases. Additionally, with the rise of remote and hybrid work models, traditional support systems such as IT Helpdesks and HR might struggle to keep up with the increased demand fo

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U.S. Tax Reform Can Fuel AI and Cybersecurity Innovation

Cisco - Contact Center

As the U.S. Congress thinks about the parameters of a 2025 tax package, several areas could significantly shape innovation in AI and cybersecurity and serve as a catalyst for beneficial technology breakthroughs.

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Interactions Taking Over Nuance End of Life

Interactions

Seizing the Opportunity: Why Interactions is the Future of Conversational AI As the world leader in Conversational AI solutions for customer support, Interactions stands at the forefront of innovation and excellence. The recent announcement that Microsoft-owned Nuance will reach its end of life on December 31st, marks a significant shift in the landscape of Conversational AI.

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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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Optimizing Your Magento Store: A Guide to Superior Content Strategy

OctopusTech

Magento is one of the go-to options for eCommerce stores, as it is the 3rd most popular eCommerce platform after Shopify or WooCommerce. It provides many tools and convenient plugins that make it easy to create and manage an eCommerce store. That’s why Magento handles around $155 billion in sales every year through eCommerce stores, and it’s growing 33% every year.

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Support for AWS DeepComposer ending soon

AWS Machine Learning

AWS DeepComposer was first introduced during AWS re:Invent 2019 as a fun way for developers to compose music by using generative AI. AWS DeepComposer was the world’s first machine learning (ML)-enabled keyboard for developers to get hands-on—literally—with a musical keyboard and the latest ML techniques to compose their own music. After careful consideration, we have made the decision to end support for AWS DeepComposer, effective September 17, 2025.

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Europe’s Digital Decade Requires Audacious Connectivity Policies

Cisco - Contact Center

Cisco’s vision for the future of Europe’s digital infrastructures. Cisco’s vision for the future of Europe’s digital infrastructures.

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6 Tips to Thrive When New Sales Are Down

Kapta Customer Success

Let's Talk Retention If you are part of an account management team you are probably hyperaware of how important retention is. It’s one of those vital metrics that can be likened to a compass in the vast ocean of customer relations—it guides strategy, informs service improvements, and ultimately measures our success in maintaining fruitful relationships with clients.

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Building a Future in Support: The Demand for AI Skills

Help Scout

Explore how the rising demand for AI skills is transforming customer support teams. Learn about AI-powered tools, emerging roles, and how to future-proof your CS career.

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Introducing document-level sync reports: Enhanced data sync visibility in Amazon Kendra

AWS Machine Learning

Amazon Kendra is an intelligent search service powered by machine learning (ML). Amazon Kendra helps you aggregate content from a variety of content repositories into a centralized index that lets you quickly search all your enterprise data and find the most accurate answer. Amazon Kendra securely connects to over 40 data sources. When using your data source, you might want better visibility into the document processing lifecycle during data source sync jobs.

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Synergizing Cybersecurity: The Benefits of Technology Alliances

Cisco - Contact Center

There are many integrations made available by Cisco Security and their tech partners, improving cybersecurity posture and defenses of mutual customers.

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A Comprehensive Guide to Migrating from HubSpot to Salesforce Successfully

CSM Magazine

Transitioning from one customer relationship management (CRM) platform to another may feel overwhelming at first glance; however, with thorough preparation and implementation, the switch can be seamless and advantageous in the long run. This article offers a roadmap for individuals contemplating a move from HubSpot to Salesforce, aiming to guarantee a smooth migration journey.

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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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How to match your CSMs’ strengths and skills to your customer success model

ChurnZero

As a customer success leader, it’s your job to construct the best team model with the CSMs you have. This is a puzzle, because every CS team is made up of disparate, unique, and sometimes conflicting personalities. People bring a variety of experience and skillsets to the same positions. One way to solve this puzzle is to audit your CSMs’ strengths and skillsets.

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Preserve access and explore alternatives for Amazon Lookout for Equipment

AWS Machine Learning

Amazon Lookout for Equipment , the AWS machine learning (ML) service designed for industrial equipment predictive maintenance, will no longer be open to new customers effective October 17, 2024. Existing customers will be able to use the service (both using the AWS Management Console and API) as normal and AWS will continue to invest in security, availability, and performance improvements for Lookout for Equipment, but we do not plan to introduce new features for this service.

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Patient No-Shows In Healthcare With Sam Fay

Zappix

Sam Fay, our Healthcare Sales Manager, dives into why patient no-shows are more than just a hassle—they disrupt patient care, waste resources, and impact overall efficiency. Watch the video to learn more about the impact of patient no-shows and reach out to Sam or visit our website to learn how Zappix Digital Patient Engagement better prepares patients for appointments and reduces no-show rates by 72%.