Sat.Feb 25, 2023 - Fri.Mar 03, 2023

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5 Lessons Learned While Attempting to Boost Contact Center Productivity

Customer Service Life

Image by Gerd Altmann from Pixabay This article was originally published on CustomerThink and is being republished with the permission of the editor. I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. And I don’t think it’s the fault of the fine sales folks or even the software vendors they represent.

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How to help contact center agents avoid burnout

Toister Performance Solutions

This blog is a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Is burnout gripping your contact center? A worldwide survey of contact center agents revealed 59 percent are at risk of burnout, including 28 percent who face a severe burnout risk.

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What Makes a Successful Contact Center? The Key Factors You Need to Know

NobelBiz

Success is a concept whose meaning varies from person to person. It is purely subjective and can mean a myriad of things, as what is considered successful for one person may not be the same for the other. On a broad scale, success is defined as achieving a desired goal or outcome, either on a personal or a professional level. In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-eff

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The Battle For Customer Attention: How To Come Out On Top

Beyond Philosophy

Time is our most valuable resource. It’s a resource that you aren’t able to get any more of, no matter what you do, and you are losing more of it every second. When you look at it like that, asking people for their time a much bigger deal that you might have considered at first. Therefore, when you are spending it with them, you should make the most of it.

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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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Seven Questions to Ask When Selecting Your Service Team’s AI Provider

TechSee

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. Better chatbots, self-service flows, virtual assistants, and AI avatars are being developed worldwide, so how can you find the right AI solution for your organization?

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Customer Service Unplugged — Or Why Empathy Matters

CCNG

When you strip a song down to its base, you end up with a simple acoustic version, free of overproduction or electronic distractions. The most striking example of this for me is Eric Clapton’s version of “ Layla ” from MTV Unplugged. When you strip a contact center down to its base, you end up with one-on-one human experiences: customers talking to agents.

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Moving Your Contact Centre to the Cloud? What’s on Offer and What to Consider

CSM Magazine

While a number of innovators and early adopters have seized the initiative and embraced a rapid transformation to cloud contact centres, the reality remains that the vast majority of organisations are still trying to establish just exactly what their cloud contact centre journey might look like. That’s completely understandable. There are many difficult challenges to consider, like trying to define exactly what constitutes success for a cloud contact centre journey, how to set about actual

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Contact Center Automation: All You Have to Know

Voiptime

We all live in the era of automation of all processes, such as automatic tasks closing or robotic process automation. The only one of the automation trends that deserves attention is the question - which process or task will be automated in the nearest future? Nonetheless, out today’s topic isn’t that wide. We are going to discuss contact center automation - the totality of technologies, approaches, and automation ideas that drive the industry forward.

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Optimizing your customer feedback strategy in 2023

Lumoa

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.

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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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Eliminate the Trust Gap: Six Ways to Create Trust with Your Customers and Employees

ShepHyken

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? (This is opinion.) Do your customers trust you? (This is fact.) The difference between the two questions is the trust gap. If you think your customers trust you, that’s a 100% score.

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CallMiner Product Innovation Series: March 2023

Callminer

Bruce McMahon, CallMiner's VP of Product, shares updates from the 2023.03 release that continue to drive value for customers, including two new measures – agitation and message total by speaker.

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Contact Center Pipeline Magazine: Inside Our March 2023 Issue

Contact Center Pipeline

It’s March and you know what that means… Madness is in the air! We’ve picked our teams and are ready to party! But that’s not all, this month also marks the 14th anniversary of Contact Center Pipeline, and we couldn’t have done it without our amazing team.

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CX4Now: What Influencers Say About Self-Service in the Contact Center

Fonolo

Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources.

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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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Telling Your Brand Story Through the Customer Experience with Christoph Trappe

ShepHyken

Top Takeaways: Customer experience, including customer service, is marketing. Create an experience that gests people to say, “I’ll be back,” and makes them want to share it with others. Understand what your customers want and deliver consistently. Customers usually have many options. When your product is available in other places, customer experience becomes the differentiator that determines if your customers continue to do business with you or move on to your competitors.

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Outsource Consultants Ranks on Inc. Magazine’s List of the Midwest Region’s Fastest-Growing Private Companies

Outsource Consultants

SAINT LOUIS PARK, MN, February 28, 2023 – Outsource Consultants is excited to announce that we are a 2023 Inc. Regionals Midwest honoree. Inc. magazine today revealed that Outsource Consultants is ranked on its third annual Inc. 5000 Regionals: Midwest list, the most prestigious ranking of the fastest-growing Midwest private companies, based in Iowa, Illinois, Indiana, Kansas, Michigan, Minnesota, Missouri, North Dakota, Nebraska, Ohio, South Dakota, and Wisconsin.

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Four Ways to Turn Delivery Problems Into Good CXs

Contact Center Pipeline

As the COVID-19 pandemic brought the world to a halt, supply chains everywhere felt the pain. A shortage of truck drivers, decreased port access, and international delays made it tough to get products into customers’ hands promptly.

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Knowledge Base vs Wiki: How to Choose What’s Right for You?

HelpCrunch

At a certain point in time, businesses start to think about ways to organize, manage, and retain the knowledge that has accumulated over years. Not only does it help to keep better control over the [ … ] The post Knowledge Base vs Wiki: How to Choose What’s Right for You? appeared first on HelpCrunch blog.

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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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Top 5 Customer Service & CX Articles for the Week of February 27, 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. 8 Ways to Enhance Your Call Center Customer Experience by Eric Sims (CustomerThink) In today’s business landscape, providing an exceptional customer experience is essential to the success of any company.

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Top 5 Lead Generating Tools for Businesses in 2023

kommunicate

Last Updated on March 3, 2023 Lead generation is an essential part of any successful business strategy, and with the advent of new technology and software, generating leads has become easier than ever before. In 2023, businesses will have access to a wide range of powerful lead generating tools that can help them identify and [.] The post Top 5 Lead Generating Tools for Businesses in 2023 appeared first on Kommunicate Blog.

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Why are We Still Talking About CX in Financial Services?

Lumoa

The past few years have witnessed a substantial increase in attention and investment in customer experience (CX) across various industries, including the financial services sector. But some important questions arise: How relevant is CX to modern financial services? How does a company remain committed to providing first-rate customer service in an economic downturn?

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Customer Service Automation: VirtualPBX Webhooks & Zapier Integrations

VirtualPBX

Here at VirtualPBX, we understand the importance of customer service automation for businesses. Our very own Customer Success Coordinator, Kathy, needed to find a way to accurately track her teams activity in Pipedrive CRM and be able to follow up with received voicemails. With the VirtualPBX Webhooks and Zapier integrations , she was able to monitor and improve the efficiency of her team through automation and advanced reports.

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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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Cisco Virtual Mining Summit 2023

Cisco - Contact Center

Digital Mining for increased production, safety, and sustainability In this new era of digitized mining, the industry has repeatedly relied on Cisco to help increase production, improve safety, and… Read more on Cisco Blogs

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Here’s What’s New From March 2023 || Kommunicate Product Updates

kommunicate

Last Updated on March 3, 2023 When we wrapped up the shortest month of the year, we gave ourselves a pat on the back. This is because we saw some pretty impressive feature releases last month, things whose UI looked easy but are quite complex engineering problems to solve. We won’t keep you waiting, so [.] The post Here’s What’s New From March 2023 || Kommunicate Product Updates appeared first on Kommunicate Blog.

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The Customer Success Roadshow and You: Why CS Leaders Need to Go on Tour

Education Services Group

Customer Success leaders have a lot in common with rockstars. We’re all excellent storytellers. We are energetic about our work. We aim to deliver the absolute best experiences imaginable. We do well in front of crowds (i.e., customers). And we both go on tour. As a CS leader, you might not be as familiar with that last quality, but I can promise you that going on tour is an extremely valuable exercise that more of us can – and should – take advantage of.

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AI-Driven Transformation: Imagining the Future of Business

ConvergeOne

While the barrier to entry may be lowered for business use, many businesses continue to struggle in their adoption of AI capabilities for various reasons. One of the most common reasons is a lack of understanding and comfort with artificial intelligence. In addition, organizations struggle to fully understand the capabilities, limitations, and how to calculate their return on investment (ROI) of AI initiatives.

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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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Authenticity Paves the Way to an Inclusive Future at Women in Cybersecurity Conference

Cisco - Contact Center

One intern who I met at the Women in Cybersecurity Conference (WiCyS) will always stand out to me because I had a front row seat to her career journey from Cisco intern to an amazing team member:… Read more on Cisco Blogs

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Say hello to Dragon Professional v16, speech recognition that means business!

Nuance

Launched over a quarter of a century ago, Nuance Dragon software remains the gold standard for busy professionals who want or need to use their voice, rather than a keyboard, to complete documentation efficiently. Dragon Professional is designed for people who need Dragon locally installed on their devices—either because their work can take them to [.

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How to Integrate Kommunicate + OpenAI (Makers of ChatGPT)

kommunicate

Last Updated on March 1, 2023 ChatGPT has created history by becoming the fastest-growing software in the world, with 100 million users in just two months. It took nine months for TikTok to gain 100 million users. So you know the scale at which ChatGPT grew. OpenAI, the creator of ChatGPT, is also famous for [.] The post How to Integrate Kommunicate + OpenAI (Makers of ChatGPT) appeared first on Kommunicate Blog.

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