Sat.Aug 19, 2023 - Fri.Aug 25, 2023

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7 Predictions for Customer Service and Support in 2023

Help Scout

Here are 7 important trends that will affect your work in customer service and experience for 2023, from supply chain recovery to AI-driven productivity.

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How AI can drive call center cost reduction

Tethr

Learn how Tethr's conversation intelligence platform can drive call center cost reduction by uncovering cost-saving insights in customer interactions.

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Getting the most from email customer service

Eptica

Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers. In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel.

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How To Optimize Your Support Strategy for Messaging Channels

Help Scout

It’s easy to add a new messaging support channel, but can your business deliver high-quality service through that channel at sufficient scale? Here are some ways in which you can make it happen.

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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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Empowering Employees for Success: Fostering a Culture of Empowerment and Engagement

C3Centricity

Introduction: [Capture the reader’s attention by highlighting the importance of employee empowerment and engagement in driving organizational success. Explain how organizations that […] The post Empowering Employees for Success: Fostering a Culture of Empowerment and Engagement first appeared on c3centricity.

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Tackling Customer Experience Challenges in Education Lending and Debt Collection

LiveVox

Education is important for our society—it provides us with the tools we need to reach our goals and unlock new and exciting opportunities. But the cost of education has been rising fast, forcing many students to take out loans and leading to a huge amount of debt. That’s why education lenders and debt collection agencies […] The post Tackling Customer Experience Challenges in Education Lending and Debt Collection appeared first on LiveVox.

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Two People You Need for Building a Strong Analytics Team

ConvergeOne

Learn the importance of hiring a data engineer and a data scientist for building a strong analytics team.

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Customer Service vs. Customer Experience: Explained

Help Scout

The terms customer service and customer experience are often confused or used interchangeably. They’re not the same thing, but they are related.

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Apply fine-grained data access controls with AWS Lake Formation in Amazon SageMaker Data Wrangler

AWS Machine Learning

Amazon SageMaker Data Wrangler reduces the time it takes to collect and prepare data for machine learning (ML) from weeks to minutes. You can streamline the process of feature engineering and data preparation with SageMaker Data Wrangler and finish each stage of the data preparation workflow (including data selection, purification, exploration, visualization, and processing at scale) within a single visual interface.

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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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Transparent BPO Awarded Bronze in Brandon Hall Group’s 31st Annual HCM Excellence Awards

Transparent BPO

Transparent BPO Wins Bronze Under Learning and Development Awards. The 2023 Brandon Hall Group HCM Excellence Awards™ recognizes best practices for initiatives in Learning and Development, Talent Management, Leadership Development, Talent Acquisition, Human Resources, Sales Performance, Diversity, Equity & Inclusion, and the Future of Work. Transparent BPO, a leader in innovative BPO Solutions, is thrilled […] The post Transparent BPO Awarded Bronze in Brandon Hall Group’s 31st Annual

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How To Integrate Google Analytics With Your Chatbot

kommunicate

Last Updated on August 23, 2023 Below is a simple guide for users who have integrated a chatbot to their website and now want to track its performance. We are going to integrate Google Analytics with a chatbot built using Kommunicate’s Kompose chatbot builder. Before we dive in, let’s see why its important to integrate [.] The post How To Integrate Google Analytics With Your Chatbot appeared first on Kommunicate Blog.

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The Beginner’s Guide to Help Scout

Help Scout

This guide will walk you through how to get started with Help Scout. You’ll learn all the fundamentals of the platform, from managing your mailbox to creating self-service support with Docs, Beacon, and more.

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Cisco Networking Academy fostering founders, one learner at a time

Cisco - Contact Center

As we celebrate World Entrepreneurs’ Day on August 21, it is interesting to reflect on how an established company like Cisco—a Fortune 500 company with more than 80,000 employees —relates to entre… Read more on Cisco Blogs

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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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Momentum Acquires Asset Black

Momentum Telecom

Acquisition Expands Reach of Momentum’s Managed Network Offering ATLANTA – August 22, 2023 – Momentum , a leading global provider of managed cloud services and next-gen managed network solutions, today announced that it has completed its transaction to acquire Asset Black , a Savannah, Ga.-based managed network provider. “Today, Momentum and Asset Black unite, merging our strengths and teams into a powerful force for innovation and success,” said Todd Zittrouer, CEO at Momentum.

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What is AHT? Strategies to Improve Average Handle Time

Amplifai Coaching Category

Learn how AHT drives boosts productivity, improves agent morale, and drives customer satisfaction. Learn how to calculate average handle time, tips to improve your contact center's AHT, the pitfalls to avoid, and more.

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Using ChatGPT for Customer Service

Help Scout

How ChatGPT — or other generative AI tools — can be used to help answer customer service queries and deliver better service. How good is ChatGPT and in what other ways could it be used in customer service situations?

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Cisco Secure Access will enable MSSPs to provide comprehensive SSE capabilities

Cisco - Contact Center

At Cisco Live 2023 , Cisco announced Cisco Secure Access ; a cloud-delivered Security Service Edge (SSE) product that provides comprehensive security capabilities converged in one solution, providing … Read more on Cisco Blogs

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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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Product Adoption Demystified: Strategies For Customer Allure

kommunicate

Last Updated on August 25, 2023 Imagine you are the founder of a SaaS company that has just built the perfect product that will solve a very particular problem for the customer. But how do the customers know that it is YOUR product that they need? And why will they move away from the competition, [.] The post Product Adoption Demystified: Strategies For Customer Allure appeared first on Kommunicate Blog.

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Explain medical decisions in clinical settings using Amazon SageMaker Clarify

AWS Machine Learning

Explainability of machine learning (ML) models used in the medical domain is becoming increasingly important because models need to be explained from a number of perspectives in order to gain adoption. These perspectives range from medical, technological, legal, and the most important perspective—the patient’s. Models developed on text in the medical domain have become accurate statistically, yet clinicians are ethically required to evaluate areas of weakness related to these predictions in orde

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8 Best Practices for Designing a Helpful Contact Page

Help Scout

Your contact us page is the first place customers go for answers on your website. See contact us page examples from top companies for ideas on how to design yours right.

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ThousandEyes Pi4 Wireless Deployment at Black Hat USA

Cisco - Contact Center

A deployment guide for wireless ThousandEyes agents deployed to monitor the Black Hat 2023 conference by Adam Kilgore & Ryan MacLennan ThousandEyes (TE) Black Hat 2023 Deployment Guide This guide… 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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The Benefits of Being Customer-Centric for Gaming Studios

Helpware

Many gaming studios say they care about their customers, but do they? Gaming companies that build customer-centricity into their way of working can reap proven business benefits.

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Latest Twitter Changes Implemented in 2023

JivoChat

Twitter changes have been gradually implemented by Elon Musk since he became its owner. If you are among the 237.8 million daily active users who enjoy this social media network, you should know how these alterations can interfere with your user experience. Companies and digital influencers that use Twitter as a platform to promote their brand, engage with their audience, and conquer more visibility also must understand how it affects them.

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The Ultimate Guide to Knowledge Base Management

Help Scout

Learn what a knowledge base is and discover how to plan, create, and deliver effective help center content to create better customer experiences.

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Akira Ransomware Targeting VPNs without Multi-Factor Authentication

Cisco - Contact Center

Cisco is aware of reports that Akira ransomware threat actors have been targeting Cisco VPNs that are not configured for multi-factor authentication to infiltrate organizations, and we have observed… 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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The Future of VoIP: Trends to Watch in 2023 and Beyond

VirtualPBX

Voice over Internet Protocol (VoIP) has revolutionized communication, enabling voice calls over the internet and reshaping connectivity. As we ar journeying in 2023, the VoIP landscape is poised for remarkable advancements that promise to further transform how we communicate. This article explores key trends driving the future of VoIP, including the integration of AI and chatbots, the evolution of video conferencing, and the game-changing impact of 5G technology.

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Instagram Story Downloader: 5 Best Ones

JivoChat

Using an Instagram story downloader allows you to save stories from other profiles, and keep them on your computer or mobile devices. It’s a very useful resource when you see a recipe, or an interesting tip in stories and want to save it to watch later. Most Instagram story downloaders are available online. You don’t even need to install another software on your computer.

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These 13 Stories of Remarkable Customer Service Will Put a Smile on Your Face

Help Scout

In a world where support is often thought of as a cost center, these remarkable customer service stories will remind you of its true potential.