Sat.May 06, 2023 - Fri.May 12, 2023

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Despite what industry experts may profess, customer service isn’t getting any better. While customers expect immediate answers to their inquiries, efficient order processing, and fast shipping, there’s no indication that fulfilling these expectations is improving customer service. What research do I have to prove my point, you may ask? None. But I do have my own experiences.

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Lets really understand what Customer Engagement is and how to improve it

Beyond Philosophy

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.

Marketing 368

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Call Center Dialer Software: Optimization Best Practices


Contact centers play a vital role in today’s business landscape, serving as a primary point of contact for customers to resolve issues, make inquiries, or provide feedback. However, running an efficient and effective contact center requires more than just hiring skilled agents and investing in advanced technologies. One critical aspect that companies must consider is the optimization of their dialer system, which can significantly impact call center operations’ productivity and perfo

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3 Technology Trends to Increase Customer Engagement

Working Solutions

Leveraging Technology to Increase Customer Engagement Increasing customer engagement is central to any effective sales and marketing plan. Engaged customers are more likely to expand their relationship with you to other transactions, and even bring new customers into the fold via positive word of mouth.

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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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Cost Per Call: A More Insightful Way to Calculate CPC?

SQM Group

The Cost Per Call is an essential metric for measuring the cost of handling a single call and indicates how efficient and effective your call center is.

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What is Automated Quality Management (AQM) for Contact Centers?


As customer expectations continue to rise, it’s become more challenging and costly for contact centers to maintain exceptional support quality for their customers. And while traditional quality management can have a positive impact on your customer satisfaction levels, it’s no longer enough. Not to mention, it can hinder your operational efficiency and make you incur hefty monthly expenses.

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How to use call center statistics for making the right management decisions?


We always mention that all vital decisions you make regarding call center management, call center operations optimization, workforce management, or scaling up strategy development have to be based on precise statistical data. What do we mean by it?

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How to measure customer service training

Toister Performance Solutions

You've sent your team through customer service training. People seemed to like the training. It even feels like the team has a bit more energy than before, though you can't quite say for sure. But you face a nagging question. Did the training really work? Those post-training surveys don't seem like enough. Kirkpatrick's four levels of evaluation sounds interesting, but your executives don’t care about levels.

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How Start-Ups Can Provide Superior Customer Service: Top Strategies Explained

CSM Magazine

In the competitive world of start-ups, one key factor that sets successful companies apart from the rest is their ability to provide superior customer service. As many businesses offer similar products and services, it is crucial for start-ups to differentiate themselves by prioritizing their customers’ needs and creating a positive, lasting impression.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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How to choose the best experience management software in 2023


Customer experience management is complex, but the right software can help. Find out how to choose the right experience management software for your business.

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How to Break the Rules and Delight Customers


There is a massive benefit to empowering employees to “break the rules” for their customers. And what I mean by “breaking the rules” is to consider what you can do for a customer outside of the norm that doesn’t cost the company money, isn’t illegal or immoral, and won’t hurt “business as usual.” In reality, employees aren’t breaking any rules. They are finding ways to take care of the customer while not breaking the “rules” mentioned above.

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The Machine is Out of Order [Again]


It’s almost a joke now, isn’t it? You go to a popular fast food chain or pharmacy, or something similar and find that whatever you were there to do, get a milkshake, or print some photos, can’t be done because “the [insert machine] is down” One reason could be that these machines are complex pieces of equipment that require regular maintenance and cleaning.

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11 Must Know Call Center Terminologies- A Guide!


11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. The growth rate of call centers can vary depending on several factors, including industry demand, technological advancements, and outsourcing trends.

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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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Forrester TEI™ Finds Cisco Vulnerability Management Delivers 125% ROI

Cisco - Contact Center

This blog explores the operational and financial impact of Cisco Vulnerability Management from a Forrester TEI study conducted by Forrester Consulting and commissioned by Cisco.

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Voice of the Customer-Driven Service with Evan Klein


Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Customers are more likely to recommend you after a great experience. A successful NPS program in your business ensures that all of your employees are aligned and understand their role in delivering an exceptional service experience.

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MiaRec vs Observe.AI: What Is The Difference?


There are several factors you need to consider when researching Voice Analytics solutions for your contact center. You might have questions such as, "What makes one solution different from another? How can I ensure I get the best ROI for my purchase?" While Voice Analytics solutions can look similar at first glance, they are not one-size-fits-all.

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Sentiment Analysis on Customer Feedback: A Guide to Enhance Customer Experience


In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. By leveraging sentiment analysis on customer feedback, businesses can understand and dig deep into the emotions of their customers, allowing them to identify and address pressing concerns, and fine-tune their products and services.

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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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Cisco Networking Academy: Partners powering teams

Cisco - Contact Center

Cisco Networking Academy is celebrating 25 years of educating the learners who connect the world. This is one story that illustrates the power of partnerships for an inclusive future for all.

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How to Integrate ChatGPT with WhatsApp for Seamless Conversations


Last Updated on May 11, 2023 In recent years, chatbots have become increasingly popular due to their ability to automate customer service and improve user experiences. With advancements in natural language processing (NLP), chatbots can now understand and respond to human queries more effectively than ever before. One of the most widely used messaging apps [.

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Jamaica – A keystone location for BPO in the Caribbean

Transparent BPO

The island paradise boasts a renowned reputation for affable and friendly residents – and this extends into the mentality of local agents. With a perfect location, as well as strong cultural and economic ties to the US – Jamacia has been positioned to be among the most important nearshore locations as early as the 1990s. […] The post Jamaica – A keystone location for BPO in the Caribbean appeared first on Transparent BPO.

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Leading Contact Center Conferences and Events


Attending contact center conferences and live events is an excellent way to keep up with technology and best practices in this rapidly changing industry. Consider attending an industry event if you’d like to sharpen your management and customer service skills. You’ll be glad you did! They’re fun, inspiring, and an excellent chance to learn something new while building new relationships.

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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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How World Possible is using technology to inclusively bridge the digital divide to help teachers and students

Cisco - Contact Center

The Transformational Tech series highlights Cisco’s grant recipients that use technology to help transform the lives of individuals and communities. An estimated 37% of the world’s population – or 2.

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Chatbot Personalization: How To Create A Tailored Experience For Your Users


Last Updated on May 12, 2023 Admit it, a majority of you love it when you get a correspondence with your name written on it. It is like receiving a handwritten letter in this era of Instagram DMs and cold emails. But what purpose does personalization serve? How do you effectively carry out personalization using [.] The post Chatbot Personalization: How To Create A Tailored Experience For Your Users appeared first on Kommunicate Blog.

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QUI QUOTES Reminders about Customers and Customer Service

Bill Quiseng

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. Then, you will be the first among your competitors.

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The Impact Of Remote Work On Workforce Management


As a result of the COVID-19 pandemic, many companies have opted for remote work. In the midst of “ quiet quitting ” and continued low unemployment, contact centers are leveraging remote work as a way to attract team members. The contact centers that offer this flexibility for their workforce realized that their remote workers could have the same performance and productivity they do in an office — if they implement practices for efficient work.

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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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Cisco Thanks Our Teachers Across the Globe

Cisco - Contact Center

This week is Teacher Appreciation Week, and we at Cisco want to send a big THANK YOU to teachers around the global who do so much for our students and our communities!

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Reduce Amazon SageMaker inference cost with AWS Graviton

AWS Machine Learning

Amazon SageMaker provides a broad selection of machine learning (ML) infrastructure and model deployment options to help meet your ML inference needs. It’s a fully-managed service and integrates with MLOps tools so you can work to scale your model deployment, reduce inference costs, manage models more effectively in production, and reduce operational burden.

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LiveVox CX Reflex Episode 5: What Is The Cost Per Experience In Your Contact Center?


What is the cost of bad customer experience in the contact center? The post LiveVox CX Reflex Episode 5: What Is The Cost Per Experience In Your Contact Center? appeared first on LiveVox.