Sat.Feb 11, 2023 - Fri.Feb 17, 2023

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Successful Customer Service is Personal

CCNG

Before the end of the year, I was looking through my library of past business books and came across an oldie but goodie, The One to One Future: Building Relationships One Customer at a Time by Peppers and Rogers. Originally published in 1993, this book revolutionized marketing when it was first published. Considered a radical rethinking of marketing basics, this bestselling book has become today's bible for marketers.

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Our Top 6 Picks for Call Center Automation Software

Fonolo

Call centers have always relied on different forms of automation to provide swift service to their clientele. And in today’s market, there’s no shortage of solutions to choose from. As technology gets smarter and more intuitive, so does the contact center that benefits from it. But how do you know which solutions are best for your operation? To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

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12 Reasons To Choose Call Center Outsourcing Services

OctopusTech

Companies worldwide focus on customer service to fulfill their client’s needs. If you want to put focus on your core business, handling all office functions on your own will never give you a proper result. However, call center outsourcing services are one way that can help companies in business development carefully which leads to higher revenues and opportunities in new markets.

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Essential Call Center Phone System Features

LiveVox

Call center software helps organizations control costs, develop agents, monitor and enhance the customer experience, maintain compliance with laws and regulations, and more. In this article we’re going to explore essential call center phone system features. Call center agents often wear many hats. Businesses rely on call center agents to handle all of the incoming […] The post Essential Call Center Phone System Features appeared first on LiveVox.

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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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Automatic Speech Recognition – What it is? How does it work? Benefits for Call Centers

NobelBiz

By definition, automatic speech recognition (ASR) is a technology that enables call center software to recognize and analyze spoken words and phrases. The tool then transforms the audio recordings into text. In other words, when clients engage with your call center agent, the ASR analyzes what they say and takes action based on the conversation’s topic.

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Top 18 Chatbot Use Cases to Improve Your Business Performance

HelpCrunch

Chatbots become regular virtual assistant tools that businesses across a variety of industries adopt. And you can’t surprise your customers with a bot on your website or app anymore, but you surely can make them [ … ] The post Top 18 Chatbot Use Cases to Improve Your Business Performance appeared first on HelpCrunch blog.

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The Power of Empathy: How it Impacts Customer Success

ClientSuccess

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. But mistakes happen, and it’s essential to have a contingency plan for when they do. And one of the best ways to ensure ourselves and our teams are ready to respond to challenging situations is to have the proper attitudes.

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Call Center Automation: Best Processes to Automate

Fonolo

Call center automation is one of the best ways to improve your customer experience, increase agent happiness, and light up your KPI dashboard in the best possible way! Sounds great, right? But in a world of possibilities, you may wonder which processes are best to automate. Or where you should even start. Trust us; it’s worth the effort to review your operations and pinpoint the places where automation can offer the most significant payload.

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Hold Times, Hostility, and Hang-Ups

Contact Center Pipeline

Tense, uneasy, and overwhelming – are all words that can be used to describe the current customer support environment. A combination of several factors, including a labor shortage and dwindling customer patience, are creating the perfect storm for angry customer service.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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What Company Do You Admire Most??

ShepHyken

Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations.

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Manual QA in a conversation intelligence program

Callminer

In recent years, QA has evolved with the increased sophistication of conversation intelligence technology. Read this blog to learn how CallMiner supports every type of quality management journey.

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Bad Mistake! Is Too Much Choice Responsible for Destroying My Revenue?

Beyond Philosophy

Having a lot of choices is a blessing—until you have too many. Unfortunately, too many options can become a curse. Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. I have had this problem many times, but most recently regarding purchasing a heater for my home. I went to Amazon to pick one and was quickly overwhelmed by my options.

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You Don’t Need To Be On-Premise For Strong Corporate Culture

Contact Center Pipeline

One of the big myths about working remotely versus working remotely/on-premise, like in the contact center, is on corporate/company culture. That if you aren’t on-site and having someone physically looking over your shoulder that somehow you can’t be infused with your employers’ values. This on-premise argument has long been a head-shaker.

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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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Amazing Business Radio: Anita Toth

ShepHyken

Top Takeaways: The customer journey is like a romantic relationship. The marketing and sales phase is like dating. It is tactical and fun. When your prospect becomes a customer, you move them into the “marriage” stage, which is non-tactical and requires a different set of skills to maintain. Customer service must be built into every aspect of the journey.

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Everything you need to know about brand experience

Callminer

How consumers feel about your brand has a powerful influence on the success of your business. This blog provides best practices and insights into driving a positive brand experience.

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Top 9 Chatbot Features to Make Your Customer Support a Success

HelpCrunch

From beauty salons to software companies, numerous businesses rely now on chatbots. These virtual assistants bring solutions for customer service and boost the level of engagement. No matter what niche you are working in, a [ … ] The post Top 9 Chatbot Features to Make Your Customer Support a Success appeared first on HelpCrunch blog.

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Three ways to build better rapport with customers

Toister Performance Solutions

You've seen the half-hearted attempts at rapport. Employees say "welcome" with the enthusiasm of gray paint. They use your name like they're working through a checklist. (They are.) It feels so transactional. Rapport is essential to customer service. But here's the kicker—it has to be authentic. Asking a customer, "How's your day going so far?" with the sincerity of a robot can hurt the rapport you're trying to build.

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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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Campaign Messaging – A Brand New Way To Reach Your Customers

kommunicate

Last Updated on February 14, 2023 There are over 2.93 billion Monthly Active Users (MAU) on Facebook (owned by Meta). That’s more than the population of the United States, Germany, UK and France combined. Meta also owns Instagram, which has a record 4.25 billion total visits to its website every month. A whopping 70% of [.] The post Campaign Messaging – A Brand New Way To Reach Your Customers appeared first on Kommunicate Blog.

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Fascinating laser research projects you wish you thought of (Part 1 of 9): Cisco Optics Podcast Ep 35

Cisco - Contact Center

Episode 35 of the Cisco Optics Podcast is now posted! See below for episode notes. Cisco Optics Podcast Episode 35 Fascinating laser research projects you wish you thought of, with Juliet Gopinath.

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ChatGPT in Higher Ed: Maximizing Benefits and Managing Risks

Comm100

It’s an exciting time in artificial intelligence. The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT. While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT.

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What Is WiFi Calling & How Does It Work?

JustCall

Most of us have at least a few places where our phones don’t work, like a room or two at home, a favorite basement coffee shop, or some other area where the signal is blocked. Wi-Fi calling can save the day in these situations. Wi-Fi calling and texting use a Wi-Fi network instead of the cell phone network to make and receive calls over the Internet.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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How AI in Healthcare Is Reshaping the Workforce of Tomorrow

kommunicate

Last Updated on February 16, 2023 Doctors can now diagnose a stroke 60 minutes faster than with the AI-powered Brainomix e-Stroke system. Such a diagnosis can mean the difference between a full recovery or disability due to a stroke. Postdoctoral researchers trained the da Vinci surgical robot to execute suturing tasks quicker than an expert [.] The post How AI in Healthcare Is Reshaping the Workforce of Tomorrow appeared first on Kommunicate Blog.

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How The Week is shifting the cultural norm on climate engagement

Cisco - Contact Center

When faced with the realities of the climate crisis through severe weather events like flooding, hurricanes, and heat waves, we often shut down emotionally due to overwhelming feelings of fear and… Read more on Cisco Blogs

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The crucial nuance behind seven top Customer Success metrics for SaaS companies

ChurnZero

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang.

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How Gatekeeper biometric authentication detects and beats synthetic voices

Nuance

The rapid advancements in AI we’ve seen over the last few months are sending shockwaves through many industries, as leaders try to sift through the hype to understand the true future impact of emerging technologies. For many security professionals, the development of AI models that can generate synthetic voices using just three seconds of source [.] The post How Gatekeeper biometric authentication detects and beats synthetic voices appeared first on What’s next.

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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Top 5 Use Cases for Universities Using Chatbots

Comm100

As Gen Z enters higher education, support expectations are rising. Today’s students have grown up accustomed to the speed and convenience that technology brings, and they now expect their schools to provide this too. To meet these lofty expectations, many schools are introducing university chatbots. With cost-effective automation from chatbots, schools are improving access to services and providing students with faster and more satisfactory support.

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A love letter to planet Earth

Cisco - Contact Center

I grew up 228 miles northwest of New York City in a rural village dotted with small farms. It was in this environment that I felt closest to planet Earth.

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Reg F Workbook - New Debt Collection Practices

Provana

This how-to guide reviews practical guidance for implementing the necessary debt collection practices in compliance with Regulation F from the CFPB.

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