Sat.Apr 15, 2023 - Fri.Apr 21, 2023

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3 Reasons Some Contact Centers are Hesitant to Adopt AI

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 Some Contact Centers are Hesitant to Adopt AI appeared first on Upstream Works.

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THE ADDED VALUE OF TEAM EQUITY IN CONTACT CENTERS

CCNG

Does your contact center jokingly reference certain teams as “Bad News Bears”? I may be dating myself, but this 1976 movie depicts a little league baseball team of rejects and misfits that possess little work ethic and pride. They are a careless and lackluster team with a sarcastic coach who grows frustrated with the responsibility to produce a respectable team.

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Continuous Improvement in the Contact Center

Real Blue Sky

The contact center is the primary hub of contact between your organization and your customers. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.” It is critical that contact centers operate effectively to efficiently meet customer expectations. Continuous improvement is essential for customer operations to remain competitive in today’s fast-paced omnichannel environment, yet in practice, we see organizations are not applying a continuous i

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Call Center Technology Trends That Will Impact Customer Service

SQM Group

Learn about call center technologies that can help companies transform the way they deliver customer service more efficiently and effectively.

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What Does it REALLY Mean to Put CX First?

The 5 Essentials of a CX-First Platform 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?

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Customer Service Lessons From the Healthcare Industry Any Business Can Use with Jennifer FitzPatrick

ShepHyken

Top Takeaways: We go to healthcare providers to address a big problem; our health. Some healthcare practitioners know how to treat symptoms and illnesses; however, they are falling short of making the patients feel like they are human beings with respect and dignity. When patients receive great customer service from their healthcare providers, not only do they provide better reviews, fewer complaints, and malpractice claims, but they also have better clinical outcomes.

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Essential Automation Strategies for Contact Centers

Fonolo

Is your contact center staying on top of advancements in AI and automation ? There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways. New KPIs offer next-level insights into operations. Real-time agent assist helps agents understand customers’ emotions. Chatbots and call-backs create rewarding self-service experiences for customers.

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Creating a Win-Win-Win for Call Centers, Customers & Your Bottom Line

Working Solutions

Companies are becoming increasingly aware of the power of customer experience, particularly as it pertains to initial interactions with an organization. Typically these interactions occur via the call center, making this a focal point for continued improvement.

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Call Center Vendor Size: Does Big = Best?

CustomerServ

Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, especially in the call center outsourcing industry where the age-old debate of big vs. small vendor is a mainstay conversation.

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Effective Time Management Techniques for Contact Center Agents

Playvox

Excellent time management is crucial in a contact center. Being able to strategically plan and prioritize tasks not only ensures your customers get the service and support they need in a timely manner, but it also increases agent productivity, decreases overall stress, and improves job satisfaction. Contact center solutions can dramatically change the way your organization operates and functions.

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Manual Call Reviews? There's a Better Way!

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Vital for your careers: learn from the worst decisions we have made

Beyond Philosophy

I have made many mistakes in my life, I’ll admit. However, mistakes are not all bad. Sure, the mistake part is trouble, but you learn a lot from them. I have made a couple of good calls, too. Starting this newsletter, for one, if, for no other reason than I might share what I learned with all of you. So, let’s start at the bottom, my worst decisions, beginning with… Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

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You Too Can Be As Good As Amazon…Maybe!

ShepHyken

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. In many of my customer service and CX keynote speeches, I’ll ask the audience to shout out the companies they love doing business with.

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Why Don’t You Come to Me with Solutions Instead?

Steve DiGioia

An old boss said this to me once. He was pissed at my “continual complaining” about “so many issues”. That was his take on the matter. Mine was different. I was pissed off too. He refused to address the many nagging problems that my team had to deal with every day. Service suffered. Morale suffered. We were refunding money back to customers for mistakes that could have been avoided.

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LEVERAGING VISUAL AI TO MITIGATE THE ENVIRONMENTAL AND FINANCIAL IMPACT OF TRUCK ROLLS

TechSee

A truck roll is when a technician or service provider drives to a customer’s location to install or repair equipment. They are a necessary part of many customer and field service operations. And there will always be situations where a technician needs to be dispatched in-person to solve a problem with their special skills or equipment. However, a surprising number of visits end up being wasted on issues that could have been easily fixed by customers themselves had they have been given a li

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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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Learn from this! The best and worst decision made in our years of experience

Beyond Philosophy

We will admit it. We have made mistakes in our lives. It’s only natural that some of the calls you make in your journey are going to be bad ones. Believe it or not, we are thankful for them. One learns a lot from one’s mistakes or at least that is the hope. Some of the calls were good ones, though, and we are thankful for those, too. Perhaps, even we two, like the blind squirrel, can find a nut once in a while.

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Guest Post: Consistency in Customer Service – 3 Areas Where It’s a Must

ShepHyken

This week, we feature an article by Josh Centers, Business Journalist at TextExpander. It is a platform that helps teams save time and eliminate repetitive typing with just a few keystrokes. He writes about how successful brands have built consistency and reliability into their customer service. Consistency in customer service is key. Imagine pulling up to a McDonald’s drive-through, and instead of hearing, “Hi, welcome to McDonald’s, may I take your order,” you were greeted with a gruff: “McDon

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Let your employees work from anywhere with a web UI

Eptica

Date: Friday, April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Let your employees work from anywhere with a web UI Published on: April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs). Our latest blog post explains what a web UI is and the benefits it provides.

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Totango AI innovations set to boost customer success productivity

Totango

Welcome to the era of “do more with less.” That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. This is the moment for CS to shine. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it h

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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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Revolutionizing CX Management with Customer Experience Analytics

Lumoa

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Think about it. Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.

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Choosing Between a Predictive Dialer or Preview Dialer

Calltools

Predictive dialers and preview dialers have unique features that can meet your campaign’s needs. Which one should you choose for your next outbound dialing campaign? The answer depends on what you want to achieve. Make the right decision by learning more about the benefits of predictive dialers and preview dialers and which option companies in your industry usually choose.

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Threat Actors Exploiting SNMP Vulnerabilities in Cisco Routers

Cisco - Contact Center

On April 18, 2023, the UK National Cyber Security Centre (NCSC) along with the United States FBI, NSA and CISA published a joint advisory describing how state-sponsored cyber actors were able to… Read more on Cisco Blogs

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Call Volume: Effectively Manage Your Business

VirtualPBX

Managing call volume is a critical aspect of running any business that relies on phone communication. Whether you are a customer service representative, sales professional, or running a call center, you need to be equipped with the right strategies to handle incoming calls efficiently. An effective call volume management strategy can help ensure that your customers are satisfied, your agents are productive, and your business runs efficiently.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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How to Deliver An Outstanding Omnichannel Customer Experience

Playvox

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

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Mental Health Chatbots – Changing The Game In 2023

kommunicate

Last Updated on April 19, 2023 1 out of 5. That is the number of US adults who experience some form of mental illness every year, according to this research. Let that number sink in. Now, the number of US adults who have contemplated suicide is as high as 12.1 million. These numbers point to [.] The post Mental Health Chatbots – Changing The Game In 2023 appeared first on Kommunicate Blog.

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Automating Observability with AppDynamics Cloud APIs

Cisco - Contact Center

Turn cloud native chaos into business context Considering that more than 90% of organizations leveraging public clouds are moving to a multi cloud strategy, AppDynamics Cloud promises to “turn cloud n… Read more on Cisco Blogs

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Unlocking the Advantages of Remote Agents in Workforce Management: Exploring the benefits from a Workforce Management Perspective

Call Design

As the world becomes increasingly connected, remote working continues to be extremely popular and for contact centres this can offer significant advantages. Here are five reasons why remote agents can be of benefit: 1. Split-Shifts Remote work provides numerous options for scheduling, particularly with split-shifts. Commuting to the office is no longer a concern, making previously impractical schedules more feasible.

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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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It’s a Great Day at ABA for a BBQ!

A Better Answer

A Better Answer's annual spring cookout is a tradition that has been going on for decades, thanks to our boss, Dee Hawkins. We all look forward to this event and the opportunity to relax, socialize, and enjoy some delicious food!

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How to create a QR code survey: Gather feedback wherever your customers are

delighted

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. QR code surveys, available with our Link survey distribution method , extend those same benefits to feedback collection during real-world physical interactions.

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Connecting the grid: Rugged routers that connect your business anywhere

Cisco - Contact Center

Co-authored by Marcus Smith Utilities are facing greater challenges than ever before. Electricity grids need to handle more sustainable, distributed, and variable energy sources.

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