Sat.Aug 26, 2023 - Fri.Sep 01, 2023

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Everything you need to know about an omnichannel contact center

Callminer

An omnichannel contact center syncs conversations across channels, including email, calls, and social media. Learn how an omnichannel strategy can ensure you meet your customers wherever they are.

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The Difference Between What Customers Want and What They Need

ShepHyken

Many years ago, I walked into an Ace Hardware store to find a new hinge for a swinging door. When I showed the salesperson my broken hinge, he asked if I was open to a suggestion. He sold me a better hinge that was less expensive. Who could argue with that? I had no idea that years later, I would write about this example in one of my books, Amaze Every Customer Every Time.

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Ten golden rules for live chat customer service

AnswerConnect

From prompt replies to staying grateful, learn how to provide exceptional live chat customer service with these ten golden rules. The post Ten golden rules for live chat customer service appeared first on AnswerConnect Blog.

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Maximizing the ROI of Call Center Voice Analytics

MiaRec

CX Today | MiaRec John Ortiz, MiaRec's Technology Sales Manager , joins Charlie Mitchell of CX Today for the CX Today discussion to talk about: * Definitions for topic and sentiment analysis * Contact center use cases and and benefits of both * Implementing topic and sentiment analysis solutions During the interview Charlie and John explore the benefits and real-life applications of these analytics techniques, showcasing their potential to transform customer experiences and agent performance.

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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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Contact Center Performance: Mastering the Art of Transformation

NobelBiz

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? Buckle up, because we’re about to embark on a journey that will take your operations from average to exceptional. In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

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What is Call Center Compliance and Why You Can’t Ignore It

Balto

Call center compliance involves meeting certain regional and international requirements and guidelines related to security and collecting and storing sensitive customer data. Many legislative bodies across the world have imposed restrictions on how call centers interact with their customers and handle their data for the purpose of controlling fraud and maintaining data privacy and security.

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When to Collect Feedback from Your Customers

Cyara

Any contact center that is committed to enhancing their customer experience (CX) and product or service offering relies on voice of the customer ( VoC ) feedback as an essential input to identifying challenges and subsequently prioritizing future improvements.

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What is Call Center Artificial Intelligence?

SQM Group

Call center Artificial Intelligence enhances agent productivity by equipping agents with tools for faster and more effective decision-making.

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7 Tips for Handling Customer Complaints with Ease

Nicereply

Handling customer complaints is always challenging for customer support managers. There is nothing sexy about business owners having to handle customer complaints but resolving complaints is an inevitable part of running a business. These ‘unwanted guests’ often arrive unannounced and a lot of time without mercy… If these service complaints are not addressed correctly, they can leave a lasting stain on your brand’s reputation.

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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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Guest Post: 7 Ways Improved Customer Journey Results in Business Growth

ShepHyken

This week, we feature an article by Sage , an international company that helps organizations of all sizes with accounting, payroll, and payment solutions. They write about how improving customer journeys increases business growth. When simply surviving in the saturated e-commerce market is a struggle, achieving business growth might just feel impossible.

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How BPOs can use AI to improve quality assurance

Callminer

Quality assurance (QA) should serve as the baseline for BPOs’ client services. Here’s how to use AI-based conversation intelligence to improve QA and drive revenue.

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How to Make the Time Your Customers Wait Seem Fair

Beyond Philosophy

Sometimes your customers have to wait. You would rather that wasn’t necessary, but it is reality. So, rather than ignoring this fact, I wanted to discuss how you can make waiting less terrible for your customers. Waiting is not ideal. But given that customers are waiting, what strategies can you deploy to make that waiting feel less terrible? Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!

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Resilience: Linchpin of Workplace Sustainability

CCNG

Leaders are facing a myriad of challenges today. Burned-out employees, retention and recruitment challenges, higher benefit, DE&I, and social responsibility expectations, in addition to market and supply chain concerns. How can a resilience strategy help leaders anchor their organizations for sustainable success? In a recent CCNG Town Hall, Kathleen Gramzay shared several key points that mental health is interconnected with physical and emotional health, and focusing on resilience can impro

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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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How Personalization Enhances Business Relationships and the Customer Experience with Patrick McCullough

ShepHyken

Top Takeaways: Authenticity and personalization can strengthen business relationships, build trust, and create emotional connections that lead to repeat business and loyalty. Personalized notes are a powerful tool in business. They break through the clutter of digital communication and create a meaningful connection with customers and clients. Greeting cards can be used strategically to strengthen business relationships.

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Automatically generate impressions from findings in radiology reports using generative AI on AWS

AWS Machine Learning

Radiology reports are comprehensive, lengthy documents that describe and interpret the results of a radiological imaging examination. In a typical workflow, the radiologist supervises, reads, and interprets the images, and then concisely summarizes the key findings. The summarization (or impression ) is the most important part of the report because it helps clinicians and patients focus on the critical contents of the report that contain information for clinical decision-making.

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8 tips to make the time your Customers wait seem acceptable

Beyond Philosophy

It stinks to wait around for something as a customer. Whether it’s in a waiting room or a hot sweaty line at a theme park, none of us are usually very excited about waiting around for something. However, it’s a fact of life that customers have accepted over time. It also stinks to know that your experience makes customers wait sometimes.

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Unlocking Business Potential: The Benefits of an Outsourced Phone Answering Service

AnomalySquared

In today's fast-paced business landscape, providing exceptional customer service is paramount to success. One crucial aspect of this is having an efficient and responsive answering service. While many companies consider maintaining an in-house team, outsourcing your answering service to a call center can offer a range of significant benefits. Let's delve into the advantages that outsourcing brings to the table.

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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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Top 5 Customer Service & CX Articles for the Week of August 28, 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. 5 Customer Experience Lessons You Can Learn From the Eras Tour by Brittany Hodak (Brittany Hodak) Beyond the spectacle of the show-stopping performances, the unique celebrations, and the staggering economic impact, the Eras Tour is a testament to Taylor’s fan-centric philos

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FMOps/LLMOps: Operationalize generative AI and differences with MLOps

AWS Machine Learning

Nowadays, the majority of our customers is excited about large language models (LLMs) and thinking how generative AI could transform their business. However, bringing such solutions and models to the business-as-usual operations is not an easy task. In this post, we discuss how to operationalize generative AI applications using MLOps principles leading to foundation model operations (FMOps).

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Simplifying Product Prioritization Through RICE: A Practical Handbook For PMs

kommunicate

Last Updated on August 30, 2023 We all know how chaotic product marketing can be. There is an ever-ending list of demands from sales teams that are time-sensitive. There are competitors to keep a tab on. Product marketing campaigns that must go out on time, like clockwork. People also pour over Tons of data to [.] The post Simplifying Product Prioritization Through RICE: A Practical Handbook For PMs appeared first on Kommunicate Blog.

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From frustration to clarity: Embracing Progressive Disclosure in security design

Cisco - Contact Center

This blog was written by Annika Mammen, former User Experience Engineer at Cisco There are so many areas to consider when dealing with protecting and detecting threats, unfortunately cognitive… Read more on Cisco Blogs

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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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Move over, post-call surveys: AI-powered CSAT is here

Tethr

Learn how AI-powered CSAT eliminates the need for post-call surveys while providing deeper insights into the customer experience.

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Deploy self-service question answering with the QnABot on AWS solution powered by Amazon Lex with Amazon Kendra and large language models

AWS Machine Learning

Powered by Amazon Lex , the QnABot on AWS solution is an open-source, multi-channel, multi-language conversational chatbot. QnABot allows you to quickly deploy self-service conversational AI into your contact center, websites, and social media channels, reducing costs, shortening hold times, and improving customer experience and brand sentiment. Customers now want to apply the power of large language models (LLMs) to further improve the customer experience with generative AI capabilities.

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Going the Extra Mile: Delivering Exceptional Customer Service

C3Centricity

Introduction: [Capture the reader’s attention by highlighting the significance of exceptional customer service in today’s competitive business landscape. Emphasize how going the […] The post Going the Extra Mile: Delivering Exceptional Customer Service first appeared on c3centricity.

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Introducing the VirtualPBX Learn Hub

VirtualPBX

The All-New Strategy Hub for VirtualPBX Customers If you’ve landed on our blog, you’re probably already aware that our biggest priority is our customers. We want to ensure that our products, features, integrations, and applications are top notch. But beyond that, we recognize the impact that these tools can have on the productivity, profitability, and overall experience of our customer’s customers.

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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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Exploring the Powerful Intersection of Large Language Models and CX

Advantage Communications

With technological advancements and changing customer demands, it's crucial for businesses to stay up-to-date with the latest trends in customer experience.

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QUI QUOTE: Think RELATIONSHIPS or Go Broke. Literally.

Bill Quiseng

The value to your customers is in their personal interactions, not your “cash or credit” business transactions. Your relationship with your customers, not their purchase of your product or service, is where true value flows. QUI QUOTE: Relationship capital is the only currency of value to grow your business. So, when it comes to customers and customer experience, think RELATIONSHIPS or go broke.

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AI Text Generators In The Contact Center: 7 Points of Productivity

LiveVox

In the realm of customer service, a groundbreaking tool is taking center stage: AI text generators. These ingenious solutions have the capability to significantly amplify agent productivity, optimize customer interactions, and revolutionize the landscape of contact center management. This article delves deep into the myriad ways AI text generators can be harnessed to propel your […] The post AI Text Generators In The Contact Center: 7 Points of Productivity appeared first on LiveVox.