Sat.Jan 13, 2024 - Fri.Jan 19, 2024

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5 Ways to Fix Inefficiencies with Contact Center Testing in 2024

Cyara

In the world of customer service, you could argue that nothing matters more than efficiency. According to a survey by Genesys , 54% of customers say resolving their issue on the first try is the most important service outcome, while 50% say getting a fast response is their top priority. More respondents chose those two outcomes than any other, including friendly service, knowledgeable agents, and brand trustworthiness.

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A guide to automated quality management for contact centers

Tethr

Automated quality management frees up time for contact center managers and improves agent coaching.

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Maximizing Success in Call Center Campaigns

NobelBiz

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center? The key to achieving these goals lies in implementing strategic call center campaigns.

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Customer Complaints: A Guide to Resolving 8 Regular Issues

Nicereply

In today’s hyper-connected world, where customers wield more power than ever before, businesses face an unrelenting challenge: customer complaints. Did you know that, on average, dissatisfied customers will share their negative experiences with 9-15 people ? That’s a remarkable ripple effect that no company can afford to ignore. Handling customer complaints effectively is not merely customer service; it’s the foundation of building lasting customer relationships and fostering b

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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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Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony

Comm100

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. This transformation is rooted deeply in the integration of advanced automation and artificial intelligence.

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Elevating Customer Service Leadership in 2024: Start, Stop, and Keep Doing

Vistio

As we’ve entered 2024, let's analyze how starting, stopping, and keeping particular practices can reshape the customer service industry. It is a lens that we can use to understand how these principles are changing the customer service landscape.

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How to Elevate the Customer Experience with Conversational Commerce

Lumoa

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? If there is no one to answer their questions, there’s a good chance they’ll walk out of the store. The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience.

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Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software

Hodusoft

Revolutionizing Customer Engagement: The Power of UCaaS Contact Center Software The term ‘UCaaS’ has been in the modern telephony lexicon for quite some time now. It’s the acronym for Unified Communications as a Service. Even though it’s a recent technological innovation, its origins can be traced back to the late 1880s, i.e. the days of the telegraph.

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Should Contact Center Leaders Create a Customer Journey Map? — Dave Seaton

Vistio

While customer journey mapping is a strategic investment for contact center management, what factors should you consider before committing resources to the project?

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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 automation to revolutionize outdated call review processes!

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What Sport Teaches Us About How to Improve Your Customers’ Experience

Beyond Philosophy

We want to hear from you. Simply record a video with your thoughts, ideas, reactions, lists, or whatever else you have to offer, and we might discuss it on the podcast. It’s called None of Us Are As Clever As All Of Us. To learn more, click here. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience.

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The Best CX is Created by the Best EX

CCNG

“I hate my job. If they don’t care, why should I?” That was the response I received from my daughter’s friend, Jake, after I asked him how he liked his new job as a customer service representative for a large national retailer. I felt bad, as I had convinced him to try a career in Call Centers since he didn’t have a college degree and had asked me for career advice.

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How to Take Your Employees from Competent to Elite with Art Turock

ShepHyken

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people. If they are on the frontline, dealing with customers, you want an elite performer, not just a competent performer. I know you will enjoy this episode! Elite performance in business and sports involves an emphasis on mindset mastery and deliberate practice.

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Our CX Accelerator Board of Directors

CX Accelerator

We have big time news for CX Accelerator! We've been on the path to establish the organization as a non-profit to help amplify our mission of equipping CX professionals on every stage of their career journey. A HUGE piece in this puzzle is the creation of our Board of Directors. Please join me in welcoming Matt Lyles , Juanita Coley , Jim Rich , Sally Mildren and Justin Robbins who have graciously offered to serve in this way.

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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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The ultimate guide to understanding brand sentiment

Callminer

When you understand what’s affecting brand sentiment positively, you can work toward honing in on those features for continued improvement. Read more in this blog.

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11 Best WordPress Live Chat Plugins to Use in 2024

HelpCrunch

When you’re building a website, adding some catchy content might not be enough. Think about the most important asset your business has: customers. Every time they land on your website, they’ll have questions to ask. [ … ] The post 11 Best WordPress Live Chat Plugins to Use in 2024 appeared first on The HelpCrunch blog.

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Top 5 Customer Service & CX Articles for Week of January 15, 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. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline.

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Host the Whisper Model on Amazon SageMaker: exploring inference options

AWS Machine Learning

OpenAI Whisper is an advanced automatic speech recognition (ASR) model with an MIT license. ASR technology finds utility in transcription services, voice assistants, and enhancing accessibility for individuals with hearing impairments. This state-of-the-art model is trained on a vast and diverse dataset of multilingual and multitask supervised data collected from the web.

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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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Four financial services CX trends to watch for 2024

Callminer

Financial services teams must maintain sky-high CX and EX standards in 2024, despite major challenges. Explore the top four 2024 financial services CX trends.

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Explore the Power of VirtualText Forward Add-On

VirtualPBX

Over the holidays, we unveiled our latest game-changing feature — Add-Ons. These power-packed enhancements seamlessly integrate with the VirtualPBX platform, offering users unparalleled flexibility and convenience. With the Starter, Flex, Pro, and Premier plans, admins can enable Add-Ons directly from the dashboard, providing a hassle-free and user-friendly experience.

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Top 5 Customer Service & CX Articles for Week of January 12, 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. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline.

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My Journey with Cisco: A Decade of Growth, Opportunity, and Empowerment

Cisco - Contact Center

“Luck is what happens when preparation meets opportunity.” This quote, attributed to Roman philosopher Seneca, perfectly captures how I found myself here, in the extraordinary world of Cisco.

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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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A New Breakthrough Model of Customer Experience – Quantum Customer Centricity™

C3Centricity

The World Has Changed. Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Let me explain. Many people think that customer centricity is the same as customer experience. They’re wrong! At least if they are thinking about the traditional CX model. As we start a new year, I am celebrating the official launch of the New CX Model Quantum Customer Centricity™ (QC²) … Beyond CX.

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Santa’s Little Helper Respite Night by Embrace Texas was a Huge Success! 

Real Blue Sky

Kudos to Embrace Texas for hosting another fantastic “Santa’s Little Helper” event! The evening at Chase Oaks Church – Legacy Campus in Plano, TX, was a hit, bringing smiles to over 160 children from foster, adoptive, and kinship-care families. As supporters of Embrace Texas, we at Real Blue Sky were thrilled to see such joy and excitement.

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Building trust with your customers: Essential steps for small business success

AnswerConnect

Check out these actionable tips to earn customer loyalty, increase repeat purchases, and encourage long-term growth for your small business. The post Building trust with your customers: Essential steps for small business success appeared first on AnswerConnect Blog.

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Come Together Right Now, IT Operations Teams

Cisco - Contact Center

Part 6 of the six-part series –  The 2023 Global Networking Trends Report series If you have been reading our blog series around the 2023 Global Networking Trends Report, you may have noticed two rec… Read more on Cisco Blogs

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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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10 Steps to Improving Customer Self-Service

ConvergeOne

There’s nothing like a chatbot that can’t answer your questions or listening to endless on-hold music to wait for a customer service representative. These scenarios, however, are reflective of today’s customer service environment.

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Understanding Post Dial Delay for Seamless Calls

Cyara

Nobody likes delays, especially when they have a problem that requires urgent assistance. So what happens when a customer attempts to ring your organization, and they are impacted by post dial delay (PDD)?

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Call Types: Unlocking VOC Insights with AI-Driven Call Categorization

MiaRec

You receive hundreds if not thousands of calls every day. But do you know what your customers are calling about? Since the introduction of Voice Analytics in 2021, MiaRec has been at the forefront of using Artificial Intelligence, Large Language Models, and Machine Learning to turn the massive amounts of raw data a contact center produces every day into valuable insights.