Sat.May 25, 2024 - Fri.May 31, 2024

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What is Call Blending and how does it help your Call Center?

NobelBiz

Contact centers have consistently been early adopters of technologies that improve interactions between agents and customers. One of the most impactful advancements in recent years is call blending. But what exactly is call blending, and why is it becoming an essential tool in call centers? What is Call Blending? Call blending is a dynamic call center strategy that merges inbound and outbound call operations into a seamless workflow.

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Unlocking the Power of Empathy: Addressing Vulnerability in the Contact Centre

CSM Magazine

I hosted a really thought-provoking panel discussion recently at Sabio’s Disrupt event in London, joining executives from across sectors to explore the critical topic of vulnerability in the contact centre. The panel, featuring leaders from global tech, outsourcing, financial services, and nonprofit organisations, delved into the evolving definition of vulnerability, its impact on colleagues and customers, and the role that cutting-edge technology plays in creating a more empathetic an

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Benefits of Answering Machine Detection With Predictive Dialing

Calltools

Leaving a voicemail is often a waste of time for sales agents—who would rather connect with leads over the phone and move them through their sales funnels. When used with a predictive dialer , Answering Machine Detection (AMD) might solve this issue. It determines whether a human being or an answering machine picks up a call from your team members. By filtering out voicemails, agents can spend more time on calls answered by humans, improving productivity in your contact center.

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The Cost of Surprising the Customer

ShepHyken

Surprising customers with something they weren’t expecting doesn’t have to be expensive. In many cases, it can be very inexpensive or even free. For example, surprising a couple with a cake and candle when they are celebrating at a restaurant costs a tiny fraction of the meal but greatly impacts the evening. For years, I’ve shared the story of a cab driver who surprised his customers with a newspaper, a bottle of water and a side trip to see a famous local landmark.

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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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How Does Color Psychology Impact Customer Service?

CSM Magazine

Did you know that the colors used in your customer service environment can significantly impact how customers perceive and interact with your brand? So much so, that 80% of consumers believe that color increases brand perception during the customer experience. In this article, we’ll delve into the science of color psychology and examine how it can be leveraged to enhance customer service.

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How to unleash the power of Social Influence on Customer Buying behaviour

Beyond Philosophy

A Master Class Part 3: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Welcome to the third episode of our Master Class series on the Psychology of Customer Experience. This series is designed to explore the foundational concepts of the behavioral sciences.

Sales 195
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The Role of Advanced Analytics in Improving Customer Experience

Vistio

Advanced analytics, leveraging the power of AI and big data, have become crucial tools in understanding and enhancing customer interactions. Vistio harnesses this technology to not only decode customer needs but also to empower contact center agents, transforming them from novices to experts swiftly. This article explores the significant role that advanced analytics play in improving the quality of customer service, detailing how it enables personalized interactions, optimizes operational effici

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Deep Dive into Automated AI Modeling: Unlocking Visual AI in Customer Service

TechSee

In the dynamic realm of customer service, where time is of the essence and flawless interactions are a must, we are thrilled to introduce a major update and game-changing innovation: TechSee’s enhanced automated AI modeling. This cutting-edge feature is a significant stride in accuracy and speed, equipping businesses with the ability to provide unmatched service and support experiences to their customers.

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Transforming Customer Support with a User-Friendly Ticketing System

TeamSupport

In the fall of 2020, POMS Corp., a leader in the manufacturing industry, decided that enough was enough. For years, the POMS support team had battled a ticketing system that seemed to create more problems than it solved. Support requests were frequently buried and lost, only to resurface too late. Some tickets were even left unanswered, leading to unsatisfied customers and frustrated team members.

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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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The AI Race Is On! Get Ahead By Avoiding These Surprisingly Simple Mistakes

Beyond Philosophy

This has been created in partnership with NICE. AI is a significant development in experience management, but many organizations need help with its implementation. While experimenting with AI, like ChatGPT, offers a glimpse of its potential, it’s challenging to understand how AI fits into the broader tech stack and business systems. In today’s episode, Elizabeth Tobey , (Head of Marketing for Digital and AI for NICE ) NICE , an AI platform, shares insights on effectively using AI to enhanc

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The Essential Guide to WFM – Key Features to Look For

CCNG

Workforce management (WFM) can feel like a whirlwind of constant change. From trying to keep up with HR on training, to supporting operations with retention needs, and more, there’s often little time left to talk to IT about the features you need in your next WFM platform. …And that’s if you even know where to start! Dan Smitley put together his essential guide to WFM features – separating the core features from the nice-to-haves – to help you make a more informed choice when comparing WFM vendo

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Top 5 Customer Service & CX Articles for Week of May 27, 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. Is Your Net Promoter Score Biased? by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased?

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Interactions and Kyndryl Partner to Deliver Craveable IT Support Experiences

Interactions

Interactions and Kyndryl have a lot in common; we’re both technology leaders in our respective fields, work with the world’s most recognizable brands and are obsessed with the success of our customers. Naturally, a partnership makes sense. Today, that idea becomes a reality. Together, Interactions and Kyndryl, the world’s largest IT infrastructure services provider, are announcing the availability of Kyndryl Interactive AI for Service Desk , a dynamic IT support service that blends Artificial In

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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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Dynamic video content moderation and policy evaluation using AWS generative AI services

AWS Machine Learning

Organizations across media and entertainment, advertising, social media, education, and other sectors require efficient solutions to extract information from videos and apply flexible evaluations based on their policies. Generative artificial intelligence (AI) has unlocked fresh opportunities for these use cases. In this post, we introduce the Media Analysis and Policy Evaluation solution, which uses AWS AI and generative AI services to provide a framework to streamline video extraction and eval

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Momentum Receives 2024 Unified Communications Product of the Year Award

Momentum Telecom

Momentum’s Microsoft Teams Phone Recognized for Exceptional Innovation in Unified Communications ATLANTA, May 30 — Momentum announced today that TMC , a global, integrated media company helping clients build communities with in person and digital marketing campaigns, has named Momentum’s Microsoft Teams Phone as a 2024 Unified Communications Product of the Year Award winner. “We are incredibly honored to have Momentum’s Microsoft Teams Phone recognized as the 2024 Unified Communicati

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How to set up a customer education program from scratch 

ChurnZero

Customer education is essential for the success of your product. If your customers don’t understand your product, they will not use it. However, not all companies have roles dedicated to customer education, and when customer education does become a priority, it can feel overwhelming to build a customer education program from scratch. It doesn’t have to be.

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Revolutionizing Education in South Australia: Strong Networks, Strong Learning

Cisco - Contact Center

The South Australian Department for Education collaborates with Cisco Meraki to transform education statewide by implementing robust network solutions that enhance learning opportunities, especially in remote areas.

Education 104
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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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Vitech uses Amazon Bedrock to revolutionize information access with AI-powered chatbot

AWS Machine Learning

This post is co-written with Murthy Palla and Madesh Subbanna from Vitech. Vitech is a global provider of cloud-centered benefit and investment administration software. Vitech helps group insurance, pension fund administration, and investment clients expand their offerings and capabilities, streamline their operations, and gain analytical insights. To serve their customers, Vitech maintains a repository of information that includes product documentation (user guides, standard operating procedure

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Customer Service Coaching: How to Develop, Motivate and Retain Your Employees

CSM Magazine

Why do people leave their customer service jobs? Even if they are well paid and have good benefits, many will wave goodbye as they walk out the door, never to return. They don’t leave because they want more money or better benefits. They don’t leave because they don’t like their jobs or their coworkers. They leave because their managers and supervisors are not coaching, nurturing, recognizing, or motivating them.

Coaching 105
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5 Best CRMs for Property Management in 2024

Ambs Call Center

Property management CRM software is changing the game for property managers everywhere. By diving into this innovative world, you can revolutionize the way your real estate business operates. Streamlining tasks, boosting efficiency, and simplifying complex processes - what's not to gain?

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From Trend to Mainstay: The Unstoppable Force of Managed Services

Cisco - Contact Center

Get ready to go beyond and explore new paths to success with partner managed-ready solutions designed to enable greater efficiency, operational scale, innovation, and open new market opportunities!

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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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Pre-training genomic language models using AWS HealthOmics and Amazon SageMaker

AWS Machine Learning

Genomic language models are a new and exciting field in the application of large language models to challenges in genomics. In this blog post and open source project , we show you how you can pre-train a genomics language model, HyenaDNA , using your genomic data in the AWS Cloud. Here, we use AWS HealthOmics storage as a convenient and cost-effective omic data store and Amazon Sagemaker as a fully managed machine learning (ML) service to train and deploy the model.

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Mexico: A Call Center Powerhouse

Outsource Consultants

Call Centers in Mexico: A Thriving Industry with a Rich History The relationship between the United States and Mexico in the call center industry is a fascinating one, fueled by economic factors, government initiatives, and technological advancements. Let’s dive into how Mexico became a leader in outsourced customer service. NAFTA Opens the Door The North American Free Trade Agreement (NAFTA) in the 1990s paved the way for a more open economic environment between the US, Canada, and Mexico

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How to Measure Customer Satisfaction (CSAT)

Tethr

Learn how to measure CSAT effectively with traditional methods and discover innovative new approaches to boost your insights.

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Make Your Buildings Smarter with Cisco Spaces Cloud

Cisco - Contact Center

See how Cisco Spaces lets your existing network infrastructure become a sensor that allows you to extract network data to make your buildings smarter.

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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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Driving Digital Transformation with Generative AI

Concentrix

Webinar | July 25, 2024 11:00 AM EST Driving Digital Transformation with Generative AI Register Now Generative AI technology is revolutionizing how organizations operate, interact with their employees, and customers This evolving technology empowers creativity, automation, and efficiency through streamlining processes, removing mundane tasks from humans, and providing insights quickly for strategic decisions.

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 HOW TO EFFECTIVELY USE AI FOR SEO

OctopusTech

What is AI for SEO? Many organizations are incorporating artificial intelligence (AI) into their strategies, including search engine optimization (SEO). AI for SEO is a search engine optimization approach that employs artificial intelligence to optimize webpages (such as blog posts and landing pages ) so that they appear higher in search engine results pages.

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Why voice self-service is a crucial component of any successful CX and EX strategy

3CLogic

Voice self-service has been an integral part of contact center initiatives for years. Although the reason for using self-service options varies from use case to use case, the majority of us — customers, employees, and enterprise leaders alike — agree it's a convenient service channel. While the demand for automated service options is seen across all age groups, they’re particularly popular among younger generations.