Sat.Nov 11, 2023 - Fri.Nov 17, 2023

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Call Center Attrition: Avoid the Dilemma of First-Day Ghosting

COPC

Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations can reduce early attrition. This first installment, “ Call Center Attrition: Avoid the Dilemma of First-day Ghosting ,” will cover how to create the job description and implement a successful preboarding prog

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How Generative AI is Disrupting the Call Center World

ShepHyken

Top Takeaways: The future of customer service is being transformed by AI-powered technologies that can automate and enhance customer interactions. Technologies, such as ChatGPT and generative AI, are revolutionizing how businesses interact with their customers. AI is redefining customer support. While there will still be a need for human agents in certain high-touch situations, the majority of customer interactions will be handled by AI-powered systems.

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How Do Chatbots Enhance CX?

Cyara

Conversational artificial intelligence (AI) and chatbots are quickly becoming one of the most revolutionary and powerful tools for enhancing customer experience (CX). Their rapid adoption can now be seen across almost all industries and businesses. In fact, Accenture predicts that the conversational AI market will grow to $14 billion by 2025, at a Compound Annual Growth Rate of 22%.

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The Employee Hierarchy of Needs

ShepHyken

Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. This week, we focus on our employees. Before you can have a strong customer experience, you must have a good employee experience. So, here are the five levels of the pyramid that make up The Employee Hierarchy of Needs. The Paycheck: At the base of the pyramid is an employee’s primary need: money.

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The Contact Center Manager’s Guide to AI

Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

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5 Reasons Why Automation is the Secret to Success for Call Centers

TCN

Automation is transforming businesses and organizations around the globe. Some call centers fear it will. The post 5 Reasons Why Automation is the Secret to Success for Call Centers appeared first on TCN.

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3 Reasons Travel Contact Centers Should Adopt Video CX

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 Reasons Travel Contact Centers Should Adopt Video CX appeared first on Upstream Works.

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CCaaS vs. Traditional Call Centers: Why Cloud-Based Contact Centers Are the Future

Global Response

Is your traditional call center still serving your business goals? Many businesses think that they are—until they consider other options. Traditional call centers are typically very dependent on in-person resources—both in-person agents as well as offices, hardware and physical tools that allow you to monitor and manage customer service calls. However, modern Contact-Center-as-a-Service models (CCaaS) allow teams to work remotely from anywhere and access all of their call center tools and softw

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Real-Time vs. Post-Call Analytics in Contact Centers: Benefits, Use Cases

MiaRec

Contact centers are at the forefront of customer interactions, making data analysis an essential part of improving customer service, agent performance, and overall efficiency. Two primary approaches to data analytics in contact centers are real-time analytics and post-call analytics. Each approach has its own set of benefits, use cases, and key differences.

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Call Center Compliance Builds Brand Trust

Calltools

Following federal regulations for call centers can be difficult, particularly when the rules continually evolve. Remaining compliant with regulations is essential to your company’s success because following the guidelines helps build trust and alleviate consumer skepticism. This diligence protects your business from fines and penalties and can boost your brand’s reputation.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Unlocking Success: 8 Powerful Strategies to Drive Sales Through Others

Beyond Philosophy

One of our listeners, John, is in a pickle. He is starting a new business, but that isn’t the problem, although I am sure we can all agree that starting a new business is fraught with pickles. John is up for it, though. He needs help with getting other people to help sell his product. Some of you have that same problem, so I decided to share eight ways he can make that happen here in the newsletter.

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24 tips for selecting the best text analytics software

Callminer

Read this blog for expert quotes and tips to help you find the best text analytics software and tools, and maximize their value at your organization.

Analytics 182
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Guest Post: Three Rules to Kick-start Your Voice of the Customer Program

ShepHyken

This week, we feature an article by Melanie Mingas, editor-in-chief at CX Network. She shares the research that confirms customers are being ignored – and explains how to listen better. What if you had a colleague who could tell you exactly what to prioritize in your next CX strategy? A colleague who knows which prompts your chatbot needs to address and how much personalization is too much?

Morale 163
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Principal Financial Group uses AWS Post Call Analytics solution to extract omnichannel customer insights

AWS Machine Learning

An established financial services firm with over 140 years in business, Principal is a global investment management leader and serves more than 62 million customers around the world. Principal is conducting enterprise-scale near-real-time analytics to deliver a seamless and hyper-personalized omnichannel customer experience on their mission to make financial security accessible for all.

Analytics 124
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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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Crucial success factor: 8 ways to get others to sell your product for you

Beyond Philosophy

It’s pickle time again here on the podcast. This time John has a pickle with his new business. He wants to know some ways that he can get other people to help him sell his products and services. We knew several ways, eight in fact, and they might help you, too. One thing to consider when you listen to this list is how each of the tactics gets you what you want.

Marketing 195
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Totango named 3x TrustRadius “Best of” award winner in customer success

Totango

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth.

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Top 5 Customer Service & CX Articles for Week of November 13, 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. The Pinnacle of CX: Community in Three Layers by Nate Brown (LinkedIn) You’ve likely already seen the new U.S. Surgeon General report.

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Unlocking the Value of Customer Experience: A Guide to Measuring CX ROI

NobelBiz

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive. This article serves as a comprehensive guide, navigating through the intricacies of measuring CX ROI, unraveling the layers of customer experience impact, and providing actionable insights for busines

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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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Improve LLM responses in RAG use cases by interacting with the user

AWS Machine Learning

One of the most common applications of generative AI and large language models (LLMs) is answering questions based on a specific external knowledge corpus. Retrieval-Augmented Generation (RAG) is a popular technique for building question answering systems that use an external knowledge base. To learn more, refer to Build a powerful question answering bot with Amazon SageMaker, Amazon OpenSearch Service, Streamlit, and LangChain.

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Supercharge customer success with Totango email and calendar integrations

Totango

Every customer interaction matters in today’s digital age. These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. But, oftentimes, managing and documenting these customer interactions—especially cross-functionally among global and remote teams—can be challenging and time-consuming.

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Calling Canada from the US Made Simple with VirtualPBX

VirtualPBX

In our modern and interconnected world, effective cross-border communication, particularly when calling Canada from the US, is pivotal for both personal and business interactions. When it comes to reaching out to Canada from the United States, the process should ideally be smooth and devoid of unnecessary complications. Unfortunately, traditional methods of international calling , especially when calling Canada from the US, often come with hefty charges and convoluted dialing procedures, causing

voip 105
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How to Know When It’s Time to Switch Receptionist Services

Abby Connect

Your call handling matters. How your phones are answered, and your calls are routed will impact your ability to capture new business, retain your clients, and build revenue. There’s nothing worse than a missed call, but a poorly handled one is pretty close.

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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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Retrieval-Augmented Generation with LangChain, Amazon SageMaker JumpStart, and MongoDB Atlas semantic search

AWS Machine Learning

Generative AI models have the potential to revolutionize enterprise operations, but businesses must carefully consider how to harness their power while overcoming challenges such as safeguarding data and ensuring the quality of AI-generated content. The Retrieval-Augmented Generation (RAG) framework augments prompts with external data from multiple sources, such as document repositories, databases, or APIs, to make foundation models effective for domain-specific tasks.

APIs 108
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Best Practices for Growing Your Customer Support Team

TeamSupport

These days, there are a number of ways for customers to get the answers they need without direct interaction with an agent, including knowledge bases, community forums, and AI-powered virtual assistants. To add a personal touch, or when virtual tools do not result in a resolution, companies must still provide the option for customers to talk to a human.

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The State of Customer Self-Service Today

SmartAction

In today’s fast-paced business landscape, customer self-service has become a pivotal aspect of delivering exceptional customer experiences. As we look towards 2024, the world of customer self-service is at a crossroads, with new challenges and opportunities on the horizon. Let’s explore the evolution of customer self-service, key trends for 2023, the benefits it offers, the challenges businesses face, and a glimpse into the future of this essential component of modern business operations.

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Cisco Learning Partners Recognized for Excellence at the 2023 Cisco Learning Partner Awards

Cisco - Contact Center

Last week, I had the pleasure of recognizing the accomplishments of our Learning Partner community and celebrating the 2023 Cisco Learning Partner Award winners.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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Best prompting practices for using the Llama 2 Chat LLM through Amazon SageMaker JumpStart

AWS Machine Learning

Llama 2 stands at the forefront of AI innovation, embodying an advanced auto-regressive language model developed on a sophisticated transformer foundation. It’s tailored to address a multitude of applications in both the commercial and research domains with English as the primary linguistic concentration. Its model parameters scale from an impressive 7 billion to a remarkable 70 billion.

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Strengthen customer connections through communities more easily with Higher Logic Vanilla and Totango

Totango

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. Higher Logic and Totango teamed up to empower businesses to do just that, combining one-to-one customer relationships with one-to-many community relationships. Get started today with the Drive Community Engagement SuccessBLOC The collaborative effort between Totango and Higher Logic has given rise to the Drive Community Engagement Su

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This is our time for a CX Revolution! Part Three.

Bill Quiseng

Three weeks ago, I introduced the Rule of Three QUI TAKEAWAYS which will be revolutionary now, but once discussed many times over, will be viewed as traditional by many business professionals. In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. In the next week, join me as we revolutionize the CX experience.