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

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Quality Assurance in Your Call Center: 9 Ways to Get & Keep It


jump into ways to keep quality a priority in your call center. The post Quality Assurance in Your Call Center: 9 Ways to Get & Keep It appeared first on LiveVox.

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Top 9 Chatbot Templates to Launch on Your Website Today


Stats say that chatbots can now handle 68.9% of conversations from start to finish. Pretty cool, right? But such an ideal state of affairs is only possible if the bot flows you launch speak to [ … ]. The post Top 9 Chatbot Templates to Launch on Your Website Today appeared first on HelpCrunch blog.

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Keeping Your Experienced and Top-Performing Agents Engaged


In any industry with high rates of turnover, hanging on to high-performing agents with experience is challenging. Yet, the collective experience of your best agents is an invaluable resource that ultimately leads to stellar customer experiences and bottom-line impact. So keeping them is paramount. This requires proactive management. While our surveys continue to show that pay is the primary motivator for all agents, keeping your agents engaged also has positive effects — on attrition, productivi

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Benefits & best practices for adopting conversation intelligence


Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practices for adopting this innovative technology.

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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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What is Customer Enablement? A Quick Guide for B2B & SaaS


Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

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How to Teach Call Center Soft Skills


When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction. Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no

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Why Customer Success and customer education are your BFFs in uncertain times


This is a guest article by Andrew Brown , content marketing manager, Northpass. . Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Why? . The pandemic. Or, more specifically, the uncertainty it caused companies of all shapes and sizes. Unfortunately, there wasn’t a page in the playbook to turn to. .

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How to Increase Customer Satisfaction in Retail

CSM Magazine

It is more important than ever to ensure customer satisfaction in a consumer environment where competition is high and disposable income low. To have the consumers speak of your company with high regard is the sure way to guarantee success and longevity in business. Ensuring customer satisfaction requires your team’s behaviour to be impeccable, as it is the human-to-human contact and the quality of the service or product which will bring customers back again and again.

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Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed?

Beyond Philosophy

Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed? This newsletter is the first of three I will publish on the subject of Memory. Memory is fascinating and a broad topic related to experiences. Therefore, one issue of the newsletter won’t be enough. In this issue, we explain why memories are essential to experiences, when we use them to decide sometimes, and how memories form.

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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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The Great Re-Think


Summer is typically a slower time of year for many organizations. It is time to recharge and prepare for the challenges and opportunities found in subsequent quarters. For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season. Yet here we are in late August and somehow this year feels different. Nothing is slowing down and everyone is struggling to find staff.

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Guest Post: Five Ways to Create First-class Experiences for Customers


This week, we feature an article by Laura Bassett, Vice President of Product Marketing at NICE CXone , a complete platform for delivering an end-to-end customer experience. She shares five key tips for creating an exceptional experience for customers. Customer experience is constantly changing and evolving. Processes that worked a year ago might not be suitable for a business today.

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Troubleshooting VoIP’s Most Common SIP Problems


Troubleshooting VoIP's Most Common SIP Problems Failover routing for business continuity, reduced telephony costs, boosted agent productivity, and smoother communications with international customers… There are a multitude of reasons you switched over to a cloud-based system. But like any new technology endeavor – there is a learning curve with plenty of hiccups along the way.… The post Troubleshooting VoIP’s Most Common SIP Problems appeared first on AVOXI.

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Our behavior is motivated by what we recall, so how are memories formed? (Memory Mini series 1/3)

Beyond Philosophy

Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust. In other words, understanding people requires understanding their memories. Further, it requires knowing what they remember and why, and also, what they don’t remember at all.

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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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Inside Imposter Syndrome at Work with Amber Naslund

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Senior Manager for Marketing Solutions at Linkedin Amber Naslund on Imposter Syndrome. As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. A few reasons she is awesome – Keynote speaker and writer through her Brass Tack Thinking brand, she’s got 20+ years of marketing under her belt, she co-authored the book The NOW Re

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Three Powerful and Easy Ways to Gain Employee Trust


Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. And while that is obviously important, creating trust with employees may be even more so. A company that is trusted by customers is first trusted by employees. . With that in mind, here are my top three ways to create employee trust: .

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Building a Better Brand with Customer Service


Communicating with your customers directly is one of the most effective ways a business can improve their brand and global outlook. Marketing efforts can only get you so far. Once a customer makes, or is close to making, a purchase, it is time to put extra effort in satisfying them in order to build a customer base that keeps returning for more. This is where customer service enters the picture.

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How to Add Chatbot to Android App


Last Updated on September 16, 2022 It is never too late to learn a new stack and begin developing skills in it. And if you’re seeking guidance on how to add a chatbot to your Android app, you’ve come to the right place. Chatbots have become indispensable for everything from ordering food to checking your [.]. The post How to Add Chatbot to Android App appeared first on Kommunicate Blog.

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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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What Is Outbound Call Center Software And How Can I Improve My Outbound Call Center?


What Is Outbound Call Center Software And How Can I Improve My Outbound Call Center? Outbound calling has been an effective strategy for businesses to expand their customer base. A research study has shown that businesses that use cold calling tactics have experienced 42% more business growth than those that don’t. Therefore, outbound calling is not an obsolete marketing technique.

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Amazing Business Radio: Laura Bassett


How to Deliver an Amazing (Versus Unamazing) Customer Experience. How to Use Proactive Communication to Manage Increasing Customer Expectations. Shep Hyken interviews Laura Bassett, Vice President of Product Marketing at NICE , a complete platform for delivering an end-to-end customer experience. Bassett shares how customer expectations have changed over the years and how companies can provide amazing customer experiences through proactive communication.

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Auction House Giant Improves Call Center CX by Sweating the Details 


Ritchie Bros. is a big deal. Literally! As the largest auctioneer of heavy equipment and trucks on the planet, the company has been helping people around the world buy and sell with confidence since 1958. The equipment they sell is big, too; the company’s online and onsite auctions deal in equipment used in the construction, farm, forestry, and mining industries.

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Transforming Quality Management with AI


Playvox Announces AutoQA. Whether you work in what is called a contact center, customer support center, or customer experience center, you likely always need to figure out how to do more with less. This need persists, even though we can easily point to research that shows: Companies that lead in customer experience outperform laggards by nearly 80%. 84% of companies that work to improve their customer experience report an increase in their revenue. 73% of companies with above-average customer ex

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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Vonage AI Studio - Have They Cracked the Code with AI?

Jon Arnold

That’s the title of my latest article, running now on No Jitte r. This builds off of last week’s announcement of AI Studio from Vonage , and I think they’ve got the right approach here for connecting the dots among AI, CPaaS and CCaaS. You need all of these things to do CX right, and this move shows that you don’t have to have an army of developers to leverage CPaaS to make CX better.

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4 Benefits of Conversational AI for Better CX


Discover the benefits of conversational AI in the contact center and how to prepare your organization for digital transformation. The post 4 Benefits of Conversational AI for Better CX appeared first on Concentrix.

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Use RStudio on Amazon SageMaker to create regulatory submissions for the life sciences industry

AWS Machine Learning

Pharmaceutical companies seeking approval from regulatory agencies such as the US Food & Drug Administration (FDA) or Japanese Pharmaceuticals and Medical Devices Agency (PMDA) to sell their drugs on the market must submit evidence to prove that their drug is safe and effective for its intended use. A team of physicians, statisticians, chemists, pharmacologists, and other clinical scientists review the clinical trial submission data and proposed labeling.

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Guest blog: The Top 3 Chatbot Features your Business Needs to Succeed


Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. The primary reason for implementing chatbots into customer service is to improve communication with customers and help them get answers to their queries in real-time.

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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Why Customer Experience Is Even More Essential During a Recession


When I was a kid, we played a game called“the floor is lava”. If you’re not familiar, the basics are this: The floor is lava (as the name suggests), and there are various safe areas (usually furniture) that you try to make your way across to get from one place to another to find permanent safety. After our initial runs through the course, we’d usually take away different safe areas, making the journey a bit more treacherous each time.

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What Is A Super Chat On YouTube


What Is A Super Chat On YouTube. If you are a content creator and make live streams, it’s important to know what is a Super Chat on YouTube. The video platform offers several features that enable companies and people who post videos in it to monetize from it. . Super Chat is another way you can make money with YouTube videos that are recorded live.

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Avoid the Open Enrollment Headache: Get Your Call Centers Ready

Outsource Consultants

Open Enrollment, a time to apply for new health insurance coverage or make changes to existing plans through federal and state government programs, is fast approaching. Each year, recruiting healthcare call center agents to support the influx of inquiries regarding Open Enrollment starts earlier. Moreover, strict deadlines have led to more competition when hiring talent for companies during enrollment.