Sat.Dec 17, 2022 - Fri.Dec 23, 2022

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Customer Communication Management – 3 Key Integrations

LiveVox

One of the most important aspects of any company is its customer communication management. Although omnichannel platforms give customers more flexibility when it comes to how they choose to communicate, it’s critical for companies to know how to communicate with them.

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2023 Trends: AI for Better Agent & Customer Experiences

Upstream Works

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans.

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Why Call Center Quality Assurance Is So Important

Global Response

Whether your call center is in-house or outsourced, with 4 agents or 400, a thorough and repeatable quality assurance (QA) process is essential. A Quality Assurance (QA) process ensures that your team is performing at the standards expected by your team and brand.

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Guest Post: 2023 Top 5 Unified Communications Predictions

Shep Hyken

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Predictable.

Surveys 62
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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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Managing the New Normal Workforces

Contact Center Pipeline

Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times. But ensuring that critical task is accomplished successfully appears to be challenging in today’s new normal.

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Customer Service: The Importance of Software-as-a-Service

Helpware

Customer service is now even better with software-as-a-service tools. SaaS helps companies deliver better customer experiences at much lower overhead costs. Digital CX SaaS

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Transforming Talent Management at Home

Contact Center Pipeline

Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to devise sustainable workforce management (WFM) strategies.

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5 Proven Ways How Chatbots Can Help Enterprise Businesses Scale

kommunicate

Last Updated on December 21, 2022 Enterprises. Think behemoths. The big guns. The giants in the industry.

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Three ways conversation intelligence can improve brand experience and the bottom line

Callminer

From campaign strategy, to crisis management, to brand sentiment, read about three ways CMOs can leverage conversation intelligence to understand customers' brand experience

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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New Year’s Resolutions: Why Some People Win, But Most People Lose

Beyond Philosophy

Many of you are no doubt considering your New Year’s Resolutions. You have probably done this more than once. Unfortunately, like many of you, I have made and broken many New Year’s resolutions.

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Hire An SEO Company: How To Hire A Professional SEO Agency?

OctopusTech

Ok, now that you have decided that your website needs improvements, but that can be done properly when you hire an SEO company and take their help to grow your business. But you must be stuck here on one question i.e. how to find a good SEO consultant?

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“Spare Me”…

Contact Center Pipeline

“Spare me” is an idiom defined as, “Don’t bother continuing to tell me that; I don’t believe or care about whatever you’re saying.” This definition runs on a loop for many Contact Center agents these days when listening to feedback by those who think they are coaching.

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How To Ask A Client For A Referral [+ Templates]

Totango

ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you.

Surveys 87
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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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New Year’s Resolutions: Why some people win, but most people lose

Beyond Philosophy

Ah, yes! It’s the most wonderful time of the year. When we reflect upon the passing year and make plans for the New Year: what we want to keep, where we want to be, and how we need to change. Then, we make them, our New Year’s Resolutions. However, in just a few days’ time, we will have failed at keeping these resolutions (again) and forgotten all about it. There are a number of psychological reasons why change is hard, and much of it has to do with habits.

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Customers Don’t Know the Difference Between Customer Service and Customer Experience

Shep Hyken

As I talk to people about their experiences with the companies and brands they do business with, they often use the terms customer service and customer experience interchangeably. Are they confused? Do they not know the difference? Maybe, maybe not. And in the end, it doesn’t matter.

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3 New Year’s Traditions around the World

Certified Languages International

New Year’s celebrations are a time to commemorate new beginnings, personal growth, and the bonds we share with our fellow human beings. Each culture that recognizes a New Year holiday does things a little differently. Let’s take a look at a few! Nowruz — Iran.

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3 Customer Experience Strategy Lessons for 2023

The Petrova Experience

Customer experience strategy guides exceptional experience and bolsters growth. When executed well, it impacts not only your market share, but the entire industry in which you operate.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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6 Ways to Translate Company Values into Employee Engagement

COPC

High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. .

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2023 Trends: AI for Better Agent & Customer Experiences

Upstream Works

Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans.

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How to Create a Practical FAQ Page: Pro Tips & Examples

HelpCrunch

Pages of Frequently Asked Questions, or FAQ for short, are an immensely popular channel of customer self-support. If you somehow don’t have an FAQ page in 2022, it’s high time you get one. In this [ … ].

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How Vogo Saves 700 Hours A Month With Kommunicate’s Chatbot Solution

kommunicate

Last Updated on December 20, 2022 The world is moving towards a greener future, from biodegradable garbage bags to two-wheelers that promote micro-mobility.

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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Monitoring AI solutions in healthcare

Nuance

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26 Contact Center Analytics Software Terms You Should Know

MiaRec

If you work in a contact center or in customer service, or if you are responsible for the quality of customer interactions in any way, then it's essential to be familiar with the terminology used in contact center analytics software. Speech Analytics Agent Evaluation & Scorecards Quality Management

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Be Sure Your CSM Team Has These 5 Playbooks

ClientSuccess

Playbook Vectors by Vecteezy. For customer success teams, playbooks are invaluable tools to help them save time and be more efficient in their customer interactions.

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Identifier les bonnes performances des agents grâce à la technologie

Eptica

Date: Thursday, Décembre 22, 2022 Author: Laurianne Merour - Digital Marketing Manager Identifier les bonnes performances des agents grâce à la technologie. Publié le: 22 Décembre 2022.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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Switching from Closed to Cloud: Worth the Struggle (But Let’s Make It Easier)

Cyara

This article has been co-authored by Shalima Bhalla, Global Lead, Partner Development, AWS and Andriy Zakharchenko, Technical Partner Manager in Sales, Cyara. customer experience cloud migration Amazon Connect AWS

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Accelerate the investment process with AWS Low Code-No Code services

AWS Machine Learning

The last few years have seen a tremendous paradigm shift in how institutional asset managers source and integrate multiple data sources into their investment process.

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8 Work from Home Stats to Know

Helpware

Employee Management