Beyond Philosophy

MAY 17, 2024

Quality assurance is crucial in Customer Experience Management, and assessing call center operations provides valuable insights into an organization’s customer-centricity. The subject of today’s episode is the result of our None of Use is Clever as All of Us feature. One of our listeners, Jamie Scott of Evaluate Agent shared his thoughts on Quality Assurance and the problems organizations have regarding this area.

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ShepHyken

MAY 13, 2024

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 comments about each article and would like to hear what you think too. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have change

Customer Service 178

Customer Service Customer retention Metrics Advertising 178

Bill Quiseng

MAY 13, 2024

Your brand is not a result of your marketing actions. Your brand is the result of customers’ perceptions of your customer service actions. On social media, customers are talking about you whether you like it or not know it or not. World-class or no class. And if they’re not talking world-class or no class, they’re simply not talking about it all. So, when it comes to your customers and customer service, don’t be just good.

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AWS Machine Learning

MAY 15, 2024

ONNX is an open source machine learning (ML) framework that provides interoperability across a wide range of frameworks, operating systems, and hardware platforms. ONNX Runtime is the runtime engine used for model inference and training with ONNX. AWS Graviton3 processors are optimized for ML workloads, including support for bfloat16, Scalable Vector Extension (SVE), and Matrix Multiplication (MMLA) instructions.

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Cisco - Contact Center

MAY 16, 2024

Learn how Cisco and Nutanix deliver operational ease, adaptability, and robust infrastructure through complete simplicity, complete flexibility, and complete resiliency delivered in the Cisco Compute Hyperconverged with Nutanix solution.

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Select VoiceCom Blog

MAY 17, 2024

Select VoiceCom is celebrating Mother’s Day this whole month of May, honoring our hardworking moms from different campaigns and departments with more than just a day of appreciation. In this month-long celebration, SVC prepared a simple treat to bring smiles to the faces of our 220 mom employees. We pampered our supermoms with chic gift bags of custom beauty must-haves—brushes, mirrors, and scrunchies—so they can always look fabulous despite their hectic schedules.

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AWS Machine Learning

MAY 16, 2024

This post is co-written with HyeKyung Yang, Jieun Lim, and SeungBum Shim from LotteON. LotteON aims to be a platform that not only sells products, but also provides a personalized recommendation experience tailored to your preferred lifestyle. LotteON operates various specialty stores, including fashion, beauty, luxury, and kids, and strives to provide a personalized shopping experience across all aspects of customers’ lifestyles.

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Cisco - Contact Center

MAY 17, 2024

In the face of growing cybersecurity threats, UK policymakers have intensified efforts to protect the nation's digital infrastructure. This blog looks at insights from the UK McPartland review and the interdependence between cyber security and economic growth.

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Integrity Solutions

MAY 14, 2024

For many in sales, negotiation is one of the most challenging aspects of the job. More often than not, these salespeople approach negotiation as a win-or-lose endurance game, a contentious battle that pits two opposing sides against each other. “Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest.

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Call Design

MAY 14, 2024

There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. Unfortunately, during my time as a Scheduler, these interactions were often few and far between. Thankfully Workforce Planning has evolved over the years, with a greater focus now on employee engagement rather than just maximising performance.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

SQM Group

MAY 16, 2024

Effective communication is the cornerstone of excellent customer service. Specifically, the ability to offer a genuine apology when things go wrong plays a crucial role in managing customer relationships and upholding the company's reputation.

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Management Customer Service 87

Cisco - Contact Center

MAY 16, 2024

Step onto a campus reimagined—where Cisco's innovative digital integration meets modern educational needs, crafting an unparalleled on-campus experience for today's students and faculty.

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MiaRec

MAY 11, 2024

In my past life, I was a QA manager in a large contact center. One thing that frustrated me the most was the high agent turnover. Not only do you constantly have to train new agents, which often leads to less-than-ideal customer experiences, but you also see the personal toll it takes on an agent. The constant stress and lack of work-life balance can result in agent burnout.

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Morale Agent burnout Contact Center Personalization 88

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Call Design

MAY 14, 2024

There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. Unfortunately, during my time as a Scheduler, these interactions were often few and far between. Thankfully Workforce Planning has evolved over the years, with a greater focus now on employee engagement rather than just maximising performance.

Gamification 78

Gamification Employee engagement Coaching Accountability 78

VirtualPBX

MAY 16, 2024

Simply put, when you or someone from your company makes a call, this is an outbound call , meaning the call is going out of your office or team space. In contrast, if someone calls you or someone in your company, this is an inbound call , meaning that it is coming in for someone at your company to answer. Call and contact centers make inbound and outbound calls, and most businesses will deploy a mix of both to optimize efforts and maximize efficacy.

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Cisco - Contact Center

MAY 16, 2024

Assurance is top of mind for our customers, analysts, and the market at large. This blog covers four reasons why assurance is more critical than ever, and why it should be on your radar as well.

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AnswerConnect

MAY 14, 2024

Considering a live chat answering service for your business? Here’s everything you need to know, from implementation to best practices to measuring success. The post Should your business invest in live chat answering services? appeared first on AnswerConnect Blog.

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Answering services Best practices Customer Support Customer Experience 85

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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.

Tethr

MAY 15, 2024

Elevate your agent analytics with conversation intelligence! Learn how to measure, coach, and improve agent performance for exceptional CX.

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Analytics Customer Service Coaching 90

Helpware

MAY 14, 2024

Are you tired of juggling the demands of different IT projects and constantly trying to do more with less? You are not the only one. A Clutch study found that over 37% of small businesses currently outsource at least one business process, with IT services making the top of the list. This number grows even larger when we look at enterprises, about 90% of Fortune 500 companies outsourcing at least some portion of their IT needs.

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Cisco - Contact Center

MAY 15, 2024

Over the last 40 years, Cisco has built one of most sophisticated and extensive Go-to-Market (GTM) engines in the industry. Today, we are taking the next step in that mission.

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Marketing Engineering 98

A Better Answer

MAY 13, 2024

Customizing an answering service involves fine-tuning it to meet the unique demands of different industries, such as legal, real estate, and e-commerce. This process is crucial for businesses aiming to enhance customer satisfaction, improve operational efficiency, and stand out in a competitive market. By identifying specific needs, evaluating current services, and implementing targeted features, companies can create a more personalized and effective communication channel.

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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.

Customer Experience

Outsource Consultants

MAY 14, 2024

In the second episode of The Bald + The Beard , hosts Tom Luther and Andrew Griffiths continue their exploration of outsourcing in the customer experience (CX) sector, this time focusing on the pervasive myths about losing control when outsourcing and how strategic partnerships can actually enhance operational control and data security. Key Takeaways Choosing the Right Outsourcing Partner Matters: It’s not just about handing off tasks; it’s about finding a partner who aligns with you

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Interaction Metrics

MAY 16, 2024

Can you read your customers’ minds? I didn’t think so — which is why you’re reading about customer experience research firms. Pick the right firm, and you’ll understand your customers and get inside their heads! Over 100 years ago, Ford Motor Company founder Henry Ford advised, “If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from his angle.” This observation ignited the auto indu

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Customer Experience Surveys Consulting Consulting 62

Cisco - Contact Center

MAY 15, 2024

Cisco Hypershield places security enforcements exactly where and when it’s needed, seamlessly at cloud speed and in highly distributed environments. Check out more of its key benefits here.

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DMG Consulting

MAY 15, 2024

This is the first in a series of videos that will explore how AI in enhancing things in contact centers across the globe. The post 10 Topics in our A.I. Series appeared first on DMG Consulting.

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? With fewer and fewer differences between the products and services offered, many companies have realised that they can – and should – differentiate by improving their customer experience.

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Customer centricity Personalization Sales Customer Service 62

Call Design

MAY 15, 2024

SYDNEY, Australia, 16 May, 2024: Call Design, a leading provider of workforce optimisation solutions, has announced a new strategic partnership with ProHance, an enterprise-grade operations enablement and analytics platform that provides insights for smarter decisions in complex, distributed and hybrid workforces. Call Design has built an international business focused on workforce optimisation solutions and is excited to work with ProHance to offer more advanced optimisation technology to the b

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Cisco - Contact Center

MAY 15, 2024

Switching to a platform-based IT strategy can make growing a breeze, cutting through complexity and bolstering teamwork. It’s a smart, forward-thinking move that keeps things simple and sustainable.

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