Sat.Jun 08, 2024 - Fri.Jun 14, 2024

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Speech Analytics 101: Understanding the Basics

CCNG

Customer calls provide invaluable insights into customer experience, call center processes, service quality, and emerging trends within the industry. However, due to the high call volume, manual analysis of these calls becomes impractical, which prevents revealing such insights. Speech analytics emerges as an effective solution to automate this analysis process.

Analytics 195
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AI & Omnichannel for Contact Center Success

Upstream Works

Check out our blog for two compelling examples of how AI is revolutionizing omnichannel capabilities in enterprise contact centers. The post AI & Omnichannel for Contact Center Success appeared first on Upstream Works.

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Call Center Security Checklist: Safeguarding Your Operations

VirtualPBX

Call centers are the frontline of customer service and support, handling vast amounts of sensitive information daily. This makes them prime targets for various security threats, including data breaches, phishing attacks, and unauthorized access. Cybercriminals often aim to exploit vulnerabilities in call centers to gain access to valuable customer data, which can lead to severe financial and reputational damage.

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Improving Average Answer Speed (ASA) for Call Center Success

Calltools

Optimizing agent performance and customer satisfaction is a must for your call center, and tracking performance metrics can help you do this. Average Speed of Answer is one measurement that highlights the areas that need improving in your customer journey, making it a valuable tool for both managers and agents. What Is Average Speed of Answer? Average Speed of Answer (ASA) is the average time it takes your contact center agents to answer incoming calls.

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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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Awkward Situations in the Call Center

SQM Group

Welcome to the world of call centers, where the customer is always right, except when they're wrong, confused, or speaking in riddles.

More Trending

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The Impact of Omnichannel Contact Center Solutions on Customer Engagement

TCN

While providing good customer service is essential, true customer engagement goes much deeper. It’s about cultivating an ongoing relationship that transcends business transactions and fosters genuine loyalty. This loyalty, in turn, is the lifeblood of a thriving contact center. But how exactly can contact centers create this kind of relationship with their consumers?

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How to Boost E-Commerce Sales with Contact Center Software

Hodusoft

How to Boost E-Commerce Sales with Contact Center Software “What does the sales of an e-commerce company have to do with contact center software ?” If this question comes to your mind, then we would like to start the blog post with a famous real-life incident covered in a recent podcast. The guest, who is a highly skilled and experienced marketer and mentor of several successful content creators, asked the host, “There are hundreds of shoe companies in the world, why is Zappos one of the b

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4 Ways To Improve Customer Experiences in Your Contact Center

SharpenCX

Find out why positive customer experiences are essential and how you can achieve it in your contact center.

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What Is Back Office Support? Examples & Benefits

Helpware

“What is back office support?” you may ask. Just as performers rely on a dedicated crew behind the scenes to ensure a great show, companies depend on their back office teams to drive success. That said, small and midsize enterprises (SMEs) are discovering that outsourcing a crew of these unsung heroes can bring multiple perks to their organizations.

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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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A Massive Effect On Decision-Making is the Mood You Are In, Here’s Why A Master Class: Unlocking The Psychology of Customer Experience

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: How you feel in a moment, or your overall mood significantly influences decision-making. Today, we dig into moods and motivational biases that influence experience outcomes. More than one thing happens in a customer experience , from individual heuristics (i.e., shortcuts in our thinking) to biases or other psychological concepts.

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Top 5 Customer Service & CX Articles for Week of June 10, 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. Customer Loyalty Stats in 2023: Loyal Customers Spend More! by Jeff Beckman (The Tech Report) Consumers do not usually just focus on the function and appearance of a product when purchasing products.

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How to set expectations with customer service reps

Toister Performance Solutions

I love the movie, Office Space. It's a comedy set in a soul-sucking office. There's a famous scene where an employee named Peter is scolded for not putting the new cover sheet on his TPS report. It’s hilariously awkward. It also highlights a problem with expectation setting. Bill, Peter’s boss, relied on a memo to set the new cover sheet expectation.

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Build a custom UI for Amazon Q Business

AWS Machine Learning

Amazon Q is a new generative artificial intelligence (AI)-powered assistant designed for work that can be tailored to your business. Amazon Q can help you get fast, relevant answers to pressing questions, solve problems, generate content, and take actions using the data and expertise found in your company’s information repositories and enterprise systems.

APIs 111
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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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Is Surge Pricing a Game-Changer or Deal-Breaker for Customers?

Beyond Philosophy

Surge pricing, a form of dynamic pricing, involves raising prices during spikes in demand to balance supply and demand. It is a rational economic solution to manage demand effectively, but it can generate negative emotions among consumers who feel they’re being unfairly charged. Surge pricing is a specific flavor of dynamic pricing or, depending on your perspective, price discrimination.

Airlines 221
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Forrester Names Cisco a Leader in OT Security

Cisco - Contact Center

Securing industrial networks is top of mind. Cisco’s comprehensive OT security solution and unified IT/OT security platform is a Leader according to Forrester. Learn what makes Cisco stand apart in this market.

Marketing 105
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How to Improve the Omnichannel Customer Experience

Tethr

See how CX leaders can improve the omnichannel customer experience by tapping into customer insights and sharing them with the right stakeholders.

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Scalable intelligent document processing using Amazon Bedrock

AWS Machine Learning

In today’s data-driven business landscape, the ability to efficiently extract and process information from a wide range of documents is crucial for informed decision-making and maintaining a competitive edge. However, traditional document processing workflows often involve complex and time-consuming manual tasks, hindering productivity and scalability.

APIs 106
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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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Pharmaceutical Marketing, Promotion, and Education Strategies

Concentrix

Unlock the full potential of your pharmaceutical marketing efforts and embark on a journey toward greater success and impact in the industry.

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Bolster SaaS Security Posture Management with Zero Trust Architecture

Cisco - Contact Center

According to AppOmni’s 2023 State of SaaS Security report, 79% of organizations reported a SaaS security incident during the preceding 12-month period. As enterprises incrementally store and process more sensitive data in SaaS applications, it is no surprise that the security of these applications has come into greater focus.

SaaS 98
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Dialing Into Success: The Power of High Connect Rates

ChaseData

Trending news and helpful information from the DialedIn Call Center Software team.

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Help Scout Works Best When

Help Scout

While you’re the only one who can decide if Help Scout is the right tool for you, here’s the advice our support team would give someone trying to make that decision for their business.

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What Does it REALLY Mean to Put CX First?

Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

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The Essential Customer-Centric Mission Statement for Achieving Success

C3Centricity

A customer-centric mission statement is a fundamental component for driving success in any organisation wanting to grow more profitably. It provides a clear direction and purpose, uniting the team towards shared objectives and fostering a sense of belonging. By guiding decision-making processes, it ensures that all actions align with the organization’s dedication to customer satisfaction, thereby setting expectations for employees and customers.

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Operationalizing our custom “SOC in a Box” at the RSA Conference 2024

Cisco - Contact Center

Cisco engineers often face the challenge of setting up a Security Operations Center in two days at global events. Aditya Sankar explains the process with our “SOC in a Box” in this blog.

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10 examples of greetings which should be added to your canned responses

Provide Support

Meticulously crafted canned responses open the door to effectiveness and efficiency in your customer service operations. Find out how to use them.

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What Is Total Experience?

Concentrix

What is total experience? Unlock the power of total experience with our expert insights and actionable strategies for enterprise success.

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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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Adding the Right Technology Instead of Just Adding More Technology

Vistio

While integrating new technological tools in customer service often sounds beneficial, it’s crucial to focus not just on adding more technology but on adding the right technology. The distinction between these two approaches can significantly affect both the efficiency of your contact center and the satisfaction of your agents and customers. At times, contact centers fall into the trap of accumulating excessive tech tools, aiming to cover all bases.

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Cisco Tees off at 2024 Championship Season

Cisco - Contact Center

Whether enabling the season’s biggest tournaments with top-tier technology or supporting the sport’s biggest stars like Nelly Korda, 2024 has seen Cisco continue to tee up opportunity across golf.

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How an IT Help Desk Can Increase Internal Customer Loyalty

CSM Magazine

The role of an IT help desk extends far beyond troubleshooting technical issues. It serves as the backbone of organizational efficiency and employee satisfaction. Yet the ultimate litmus test for an IT help desk’s effectiveness is its ability to cultivate internal customer loyalty. But how exactly can an IT help desk achieve this? Let’s delve into actionable strategies that can transform your IT help desk from a reactive support function to a proactive driver of employee loyalty.