Sat.Jul 08, 2023 - Fri.Jul 14, 2023

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What Is a Customer Journey Contact Center?

Call Experts

A Customer Journey Contact Center supports clients and improves their experience. It refers to the interconnected set of experiences that a customer has with a company from their initial point of contact through to their ultimate departure. Unlike examining each interaction in isolation, adopting a Customer Journey perspective means documenting the entire experience from the customer’s point of view.

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Active Listening is Key to Great Customer Service


Active listening skills are the foundation of effective communication. In customer service, this means being totally focused on the words your customer is saying, understanding what those words mean and responding in a manner that makes them feel heard and validated. It’s just human nature. We are social creatures and the key to any healthy human relationship is effective communication.


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Trending Sources

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Top 10 Tips for Engaging Work-from-Home Call Center Agents

SQM Group

Engaging work-from-home call center agents is crucial for their productivity, motivation, and overall job satisfaction.

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Five ways tech companies can use customer insights to drive business transformation


Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.

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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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‘It’s Out of My Control’ Is a Bad Excuse


Last month I was in Las Vegas for a major convention. I stayed at a very nice hotel, and each night I tried to fall and stay asleep. I emphasize the word tried because, unfortunately, there was non-stop, 24-hour-a-day road construction outside the hotel, as the city of Las Vegas is preparing for the Formula One race later this year. All night, there was jackhammering and bulldozing on the streets where the cars will be racing.

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Money Down the Drain: Is It Worth Training These Employees?

Steve DiGioia

Imagine this: you work tirelessly for weeks on end to train a new employee, pouring all your knowledge and expertise into them. You watch them grow and learn, and finally, they’re ready to take on the world on their own. But before you know it, they’re handing in their resignation letter, moving on to greener pastures, and leaving you feeling frustrated and maybe even a little betrayed.

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3 ways to build better connections with remote coworkers

Toister Performance Solutions

Building relationships can take more effort when you aren't located in the same office. You don't have those natural moments to strike up a conversation in the break room, the hallway, or at lunch. It's not hopeless. Some remote customer service professionals have built great relationships with coworkers. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite.

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The Importance of Brand Consistency (and how the right call center partner can help!)

Global Response

When you think of your brand, what comes to mind? For most, you’ll think of your logo, your brand colors, or perhaps a slogan or jingle of your brand. Many elements of brand are visual in nature—but some of the most important elements are the ones you can’t see. Things like: your mission and vision your brand voice and tone the personality of your brand your key messaging your branded experience All of these elements of branding are invisible, and yet they affect the customers’ experience of you

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Ignite Your Public Cloud Transformation Journey with the Power of Three!

Cisco - Contact Center

Cloud transformation has become an imperative for organizations in today’s rapidly evolving digital landscape.

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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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Mrs Lincoln, other than that how did you like the play?


My flight was delayed for 3 hours, it wasn’t all bad I enjoyed airport sushi and interacted with several American airlines employees. It may not surprise you that the next day I got a survey, they wanted my feedback! They already know my feedback, they already know I missed my connection. Here is a disturbing new trend, machines in airport bathroom you get to touch AFTER using the bathroom.

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How to avoid this preventable mistake too many are making with AI

Beyond Philosophy

Many organizations are making a common mistake when it comes to AI. They fail to capitalize on the potential to enhance Customer Experiences through this powerful technology by building it incorrectly. By changing their strategic approach, they could gain a significant competitive advantage. Take, for instance, a telecom company that developed an AI system to detect customer churn.

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Guest Post: Personalizing Email Templates for Improved Customer Relationships


This week, we feature an article by Christopher Jan Benitez, a writer specializing in digital marketing and customer experience. He writes about building and maintaining strong customer relationships through effective email communication. Email communication is essential to building and maintaining strong customer relationships. However, many businesses still need help connecting with customers through this channel.

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Championing the Championship: Outsourced Customer Care for a National Sports Association [A Case Study]


Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.

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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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Use Call Center KPIs to Turn Consumers into Promoters

The Northridge Group

From the first “How may I help you?”, your call center can make or break your business. When you ensure your call center utilizes KPIs that align with your company culture, you can start to make a difference in how your customers view you. You can transform your call center into one that promotes loyalty and turns avid customers into brand promoters.

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What does ChatGPT mean for the contact centre?


Date: Friday, July 14, 2023 Author: Steve Nattress What does ChatGPT mean for the contact centre? Published on: July 14, 2023 Author: Steve Nattress Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service? Read the views of AI experts from our parent company Enghouse Interactive in our new blog post.

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The CX Impact of A Subscription Model: Switching From Ownership to Usership with Yann Toutant


Top Takeaways: Usership means using – not buying – what you need for the experience you want at a specific moment and location. For example, customers who enjoy windsurfing do not need to purchase, store, and maintain a windsurfing board. They can go to a good windsurfing shop and rent, lease, or subscribe to the “use” of the equipment for as long as they want.

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CRN Recognizes Cisco Inclusive Channel Leaders in Inaugural Awards

Cisco - Contact Center

Today CRN announced the winners of their inaugural Inclusive Channel Leaders Awards to honor people who bring a particular focus on inclusivity to their channel leadership roles.

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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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Momentum Announces Definitive Agreement to Acquire Asset Black

Momentum Telecom

Acquisition Enhances Momentum’s Geographic Reach and Expands Managed Network Business while Delivering New Opportunity in the Financial Technology Sector ATLANTA – July 13, 2023 – Momentum , a leading global provider of managed cloud services and next-gen managed network solutions, today announced that it has entered into a definitive agreement to acquire Asset Black , a Savannah, Ga.

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The Power of AI in B2B Customer Support: Maximize Efficiency


Who's the most famous bot of all time? Arguably, R2-D2 as the beloved, fictional Star Wars droid. But these days, there’s a very real, very talked about “bot” in our midst that people are eager to use: ChatGPT. With the advent of this solution, a massive wave of influence has sparked, prompting businesses everywhere to explore ways to leverage AI of this nature.

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We Asked an AI to Suggest Call Routing by Industry


In today’s fast-paced world, effective call routing is essential for providing excellent customer service. With advancements in artificial intelligence (AI), the process of creating streamlined call routing flows has been transformed. By harnessing the capabilities of AI technologies, businesses can create intelligent call routing flows that enhance efficiency, improve customer experience, and optimize internal communication.

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Embracing the Cloud Era with the New CCIE Collaboration Certification

Cisco - Contact Center

As we celebrate the 30-year anniversary of the Cisco Certified Internetwork Expert (CCIE) certification and 20 years of the CCIE Collaboration certification, we reflect not only on our past… Read more on Cisco Blogs

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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 to Train ChatGPT On Your Own Data: Enhancing Customization and Brand Alignment


Last Updated on July 14, 2023 A customer interacts with you in multiple ways in the age of the Internet. Brand strategy, therefore, is not just a logo, design or a name. It should rather take into consideration every aspect of your business. Brand alignment is the “practice of ensuring that all aspects of a [.] The post How to Train ChatGPT On Your Own Data: Enhancing Customization and Brand Alignment appeared first on Kommunicate Blog.

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Secure Business M&A With Software For Secure Business M&A


As mergers and acquisitions (M&As) increase all over the world, cybersecurity is more important than ever. The stakes are high, when confidential […] The post Secure Business M&A With Software For Secure Business M&A first appeared on c3centricity.

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How Much Customer Service Should Your Social Media Accounts Handle?

CSM Magazine

The ubiquitous nature of social media and its engagement potential has led companies to increasingly leverage these platforms for customer service purposes. However, it raises the question – how much customer service should your social media accounts handle? To address this, we delve into statistical insights and industry best practices. The Statistics: Social Media for Customer Service Recent data suggest an increasing trend of customers turning to social media for service-related inquiri

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Securing Identity as the New Perimeter: Cisco Announces Intent to Acquire Oort

Cisco - Contact Center

When an attacker sitting halfway around the world steals your employee’s credentials, tricks their way through Multi-Factor Authentication (MFA), and gains access to a SaaS application housing s… Read more on Cisco Blogs

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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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A leader in Customer Success: Our latest G2 community awards


G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software! We believe the flexibility and versatility of a composable CS platform is what sets Totango apart, making it easy for customers to get up and running quickly and pr

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LiveVox Executive Perspective: Overcoming Obstacles, Inspiring Teams, and Powering Up Customers with SVP of Sales David D’Antonio 


As a seasoned sales leader, David D’Antonio intuitively understands the importance of cultivating strong and meaningful customer relationships at LiveVox. Today, we share insights from a chat with D’Antonio in this Executive Perspective. In the interview, David sheds light on why one-dimensional, product-focused approaches fall flat with customers and suggests a more effective alternative, one […] The post LiveVox Executive Perspective: Overcoming Obstacles, Inspiring Teams, and Powering U

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Support Financial Services Contact Center Compliance & Customer Strategies With Voice Analytics


Contact centers in the Financial Services Industry (FSI) are responsible for their institution’s reputation. How can adopting a Voice Analytics solution help them meet customer expectations and compliance requirements?