Sat.Jun 25, 2022 - Fri.Jul 01, 2022

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The One Where There is No One Ideal Customer

CCNG

On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience. A key point for Elaine is how companies are undervaluing the contact center and the rich opportunities that exist there to gain customer insights.

CCNG 369
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What are omnichannel contact center solutions?

Callminer

It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions.

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Trending Sources

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4 DOs and 3 DON’Ts for Chatbot Testing Strategies

Cyara

This article was originally published on Botium’s blog on February 9, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. A quick summary of 7 important DOs and DON’Ts when designing a chatbot testing strategy. We are continuously seeing teams ignoring those actually rather simple rules.

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The Difference Between Good and Great

ShepHyken

If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? . I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well. A great doctor makes you well and calls you the next day to see how you’re doing. . I thought about that all weekend.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Breakthrough thinking: Why do we believe things that are not true?

Beyond Philosophy

Breakthrough thinking: Why do we believe things that are not true? There was a car brand several decades ago in the UK called Å KODA. It was a terrible car, much like Yugo was in the US. However, they have changed their image and today, my son wants to buy one. I told him the jokes we all used to have about Å KODA and their low-quality construction (What do a Å KODA and a baby have in common?

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Work from Home… Are You Sure of the Future?

Contact Center Pipeline

In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years. My initial thought was that this was due to Work from Home (WFH). When I began to look into it, I found that in addition to increased cigarette sales, so were […].

Sales 147
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Amazing Business Radio: Adam Alfia

ShepHyken

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment. He shares how companies can utilize customer feedback to create a great experience. Top Takeaways: There is a slow death of customer service.

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How to Sell Customer Experience to Your Organisation

Lumoa

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. It’s a rather simple idea to understand, but not an easy thing to do in practice. And that’s why CX is an area of business that’s often underappreciated, undervalued, and overlooked.

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Aircall exceeds $100 million in annual recurring revenue, and reaches Centaur status

aircall

The connected business phone joins a rare breed of businesses, only 8 years after its creation. One year after reaching a $1bn valuation and six years after its 1st million dollar ARR, Aircall reaches centaur status with $100m ARR ( State of the cloud report 2022 – Bessemer Venture Partners ). Key success factors include: strengthened partnerships, global expansion, acceleration towards mid-market customers, and investing in R&D.

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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 Build a Top-Performing Sales Development Team?

JustCall

In this pandemic economy, more businesses are now left asking “how to build an SDR team that performs optimally” So, how do you do it? The business world has proven to be volatile and disruptive. Looking back just a few years ago, who could have imagined that remote work would become this popular? Fortunately, many businesses have proven to be ferociously adaptive and accommodating to the ongoing changes in the present economy.

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Bring visibility to WebRTC applications using monitoring – On-demand Webinar

Spearline

For the full live experience click here. Bring visibility to WebRTC applications using monitoring Watch a replay of our live webinar from Wednesday June 15 hosted by Tsahi Levent-Levi, Head of Product at testRTC , author of Bloggeek.me and Shóna O’ Donovan, Senior Customer Engagement Specialist at Spearline. This is part of our WebRTC webinar series.

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Case study: How Copper increased retention with community

inSided

When Ken Aponte first joined CRM software company Copper back in December 2020 as their VP of Customer Success, he noticed one thing: retention wasn’t where it needed to be. One year following the launch of the Copper Community , their community sees steady, linear growth, with retention following the same trend.

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Your First 100 Days as an Account Management Leader: Everything You Need to Know

Kapta Customer Success

As an account management leader, there are a wide variety of responsibilities to manage. Between improving client relationships, growing your business revenue, and prioritizing consumer retention, there is so much more to becoming a successful account manager, or key account manager.

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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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How WFM Tools Create Success for Omnichannel Contact Centers

Playvox

During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers. Customers now expect to do business with an omnichannel contact center that delivers consistent and seamless customer experiences regardless of the channel they use.

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Future of Work Expo - Quick Take and Photos

Jon Arnold

Am back now from last week’s Future of Work Expo in Fort Lauderdale, and from all accounts, it was our best one to date. I’ve been conference Chair for four years running, and we’ve got a really good mix now of familiar companies and ones you don’t know, and I think that reflects how broad the FOW moniker has become. The first two days focused on workplace FOW themes, where we talked as much about HR, soft skills and culture as we did about how technology can support the hybrid work model.

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Referral programs 101: Driving sales with your happiest customers

delighted

This post is a guest contribution by Emma Kimmerly, Partner Marketing Lead at Friendbuy. Every brand loves a happy customer, and knowing that you have recent buyers who love your product enough to give you positive feedback is a great feeling. But your happiest customers can do more than provide validation and direction – they can also become significant revenue drivers for your business through a referral program.

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Secure Amazon SageMaker Studio presigned URLs Part 2: Private API with JWT authentication

AWS Machine Learning

In part 1 of this series, we demonstrated how to resolve an Amazon SageMaker Studio presigned URL from a corporate network using Amazon private VPC endpoints without traversing the internet. In this post, we will continue to build on top of the previous solution to demonstrate how to build a private API Gateway via Amazon API Gateway as a proxy interface to generate and access Amazon SageMaker presigned URLs.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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3 Things CMOs Should Do During an Economic Downturn

Totango

The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide. But during an economic downturn , when companies are cutting costs and putting a halt on investing in new products, the CMO’s focus has to switch from facilitating growth through new customers to promoting growth via the company’s current customer base. .

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3 Cisco Live 2022 Key Takeaways

MiaRec

Last week, my team and I felt really blessed to be able to go to Cisco Live in Las Vegas for the first time in two years — a sentiment that was felt by many of the other conference participants and echoed by Cisco CEO, Chuck Robbins, when he came on stage for the keynote.

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6 ways of delivering excellent B2B customer service

Eptica

Date: Friday, July 1, 2022 Author: Pauline Ashenden - Demand Generation Manager 6 ways of delivering excellent B2B customer service. Published on: July 01, 2022. Author: Pauline Ashenden - Demand Generation Manager The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues.

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New built-in Amazon SageMaker algorithms for tabular data modeling: LightGBM, CatBoost, AutoGluon-Tabular, and TabTransformer

AWS Machine Learning

Amazon SageMaker provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started on training and deploying ML models quickly. You can use these algorithms and models for both supervised and unsupervised learning. They can process various types of input data, including tabular, image, and text.

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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6 Best C# Courses: Enhance your Programming Skills

JivoChat

By doing a C# course, you will be able to learn how to code using this programming language. If you are a developer, that’s the opportunity to expand your knowledge and master one more code, which can help boost your career and stand out in your area. . If you are looking to start your career as a developer, you will find C# courses created for beginners and don’t require experience.

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The Critical Role of Incident Management in Contact Centers

Cyara

Do You Have the Plan and Tools You Need? If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on?

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Concierge-Quality Outsourced Services Are Worth the Higher Price Tag

Helpware

In recent years, more companies have started looking to outsource than ever. As a result, the global outsourcing market has experienced a compound annual growth rate (CAGR) of 8.5% , with continued expansion on the horizon.

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Secure Amazon SageMaker Studio presigned URLs Part 1: Foundational infrastructure

AWS Machine Learning

You can access Amazon SageMaker Studio notebooks from the Amazon SageMaker console via AWS Identity and Access Management (IAM) authenticated federation from your identity provider (IdP), such as Okta. When a Studio user opens the notebook link, Studio validates the federated user’s IAM policy to authorize access, and generates and resolves the presigned URL for the user.

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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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7 Business Plan Courses: Invest in Your Ideas

JivoChat

Business Plan courses are an important tool for entrepreneurs who are in the process of creating a new company or expanding their businesses. Knowing how to make an effective business plan is a fundamental skill that can help you save time and money, and diminish the risks of failing. If you have an idea and don’t know where to start to develop your brand or release a new product or service, the business plan will serve as a very useful guide.

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Detecting Dead Ends in the Chatbot Conversation Flow

Cyara

This article was originally published on Botium’s blog on April 15, 2021, prior to Cyara’s acquisition of Botium. Learn more about Cyara + Botium. Rule-based chatbots are a good starting point to gain experience in designing chatbots. These decision-tree-based bots are following a set of rules and use a planned, guided dialog. Behind the apparent simplicity, there are plenty of operational-level difficulties for conversation designers in the maintenance.

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Three pieces of customer service advice we need to update

Toister Performance Solutions

We've all had a mentor give us customer service advice. Some advice has withstood the test of time. My first boss stressed the importance of greeting every customer. A warm, friendly greeting sets the tone for a positive interaction. That advice still rings true today. Other advice hasn't aged so well. Like the old idea that companies should respond to customer emails within one business day.