March, 2024

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Rocking Customer Experience with Jim Serger

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?

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Master the Art of Staying Cool: 5 Rules to Handle Customer Crises

Beyond Philosophy

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. When it does happen, will you be able to navigate it to an acceptable outcome? Do you have a comprehensive approach? We doubt it. Few organizations do. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach.

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Cutting Through the Buzzwords of AI in the Contact Center

CCNG

Do you sometimes feel like you are playing buzzword bingo when reading anything about AI in the contact center? You are not alone. A lot of customers who have spent a lifetime in the contact center and survived a world of acronyms like AHT, CSAT, and PICINC are feeling alienated in their own world. Like an outsider looking in. When we read the line “Some companies are already making the most of blockchain technologies for more robust security and efficiency within financial transactions and data

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Best sentiment analysis tools for 2024 and beyond

Callminer

Improving CX is critical, and sentiment analysis can empower companies to understand and respond to customers’ feelings and needs. This blog offers tips for selecting the best sentiment analysis tool.

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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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Pushing the Limits of Conversational AI for CX Automation

TechSee

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. However, given the relative youth of this space, it can be difficult to distinguish between basic and advanced solutions providers. As a result, it can be very challenging to assess Conversational AI providers. In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI f

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Six Ways to Create Your Brand’s Experience Personality

ShepHyken

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? How to Create an Experience Personality I want to take it a step further this week.

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Overcoming Gridlock in Decision Making: Unraveling the Paradox of False Consensus

Beyond Philosophy

Have you ever come across the Abilene Paradox? It’s when everyone agrees to do something that no one really wants to do. Jerry B. Harvey coined “The Abilene Paradox” based on a family incident. They ended up driving 50 miles each way across the scorching Texas desert to Abilene for dinner, even though none of them wanted to go. They all thought everyone else wanted to go, so they reluctantly agreed.

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Why customer service trainers should avoid learning styles

Toister Performance Solutions

I bet I can diagnose your learning style with three questions. Where do you sit when you attend an in-person meeting? What do your eyes do when you're explaining something? How do you take notes in a training class? It was a fun trick I discovered as a new trainer. I usually got it right to the mild amusement of my learners. Years later, I was chastened to learn my hocus-pocus wasn't real.

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29 examples of AI use in data analytics

Callminer

ChatGPT and generative AI have captured the attention of individuals and organizations alike. This blog explores the use of AI in data analytics to process, analyze, and derive insights.

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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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Empowering Women in Tech: Voices from Cisco’s Global Partner Engineering Team

Cisco - Contact Center

In the spirit of March being Women’s History Month and National Science & Engineering Week, we’re thrilled to amplify the voices of some extraordinary women from Cisco’s Global Partner Engineering tea… Read more on Cisco Blogs

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Automate the process to change image backgrounds using Amazon Bedrock and AWS Step Functions

AWS Machine Learning

Many customers, including those in creative advertising, media and entertainment, ecommerce, and fashion, often need to change the background in a large number of images. Typically, this involves manually editing each image with photo software. This can take a lot of effort, especially for large batches of images. However, Amazon Bedrock and AWS Step Functions make it straightforward to automate this process at scale.

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Top 5 Customer Service & CX Articles for Week of March 18, 2024

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 comments about each article and would like to hear what you think too. Do You Know Who Your Competition In Business Really Is? by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand.

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How to Measure the Hidden Impact on ROI of Evoking Customer Emotions

Beyond Philosophy

A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. However, uncovering and understanding this hidden impact is critical for comprehending its implications on the bottom line. Emily Davidson wanted to know how to determine the value of her Customer Experience initiatives, a challenge many in the field face.

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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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IdeasUnlimited: Revolutionizing Customer Support Globally

IdeasUnlimited

In the ever-evolving world of business, customer service stands as a pivotal pillar in building brand loyalty and ensuring customer satisfaction. This is where IdeasUnlimited, a leading provider of call center support services, carves its niche. With a decade-long history of excellence, IdeasUnlimited has been instrumental in transforming the customer service landscape for businesses worldwide.

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Ransomware: The Story of Extortion in Education

ConvergeOne

The Ransomware Landscape  Ransomware is a type of malware that encrypts files or locks users out of their systems until a ransom is paid. The encrypted data becomes the hostage and the binary screams of extortion plunge the institution into chaos. These institutions, with their interconnected networks and valuable data, are particularly vulnerable. With the sector supporting distance learning, the pervasiveness of Wi-Fi networks, and IT modernization to meet student needs, these initiatives crea

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Simplifying Network Management in the Real World with AI-Driven Automation

Cisco - Contact Center

In my first of three posts about how businesses are leveraging Cisco solutions to simplify operations through a platform approach, I looked at the cloud operating model and how Cisco platforms,… Read more on Cisco Blogs

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Knowledge Bases for Amazon Bedrock now supports hybrid search

AWS Machine Learning

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With a knowledge base, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG). In a previous post , we described how Knowledge Bases for Amazon Bedrock manages the end-to-end RAG workflow for you and shared details about some of the recent feature launches.

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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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Do You Give Your Customers an Experience – Or Just a Transaction?

ShepHyken

In the past few months, I’ve been to several concerts. I’d say the entertainers were legends in the industry. Two of them were Bob Dylan and Ringo Starr (of the Beatles). Both are talented beyond words. They both have successful careers. They have both been inducted into the Rock and Roll Hall of Fame. It’s important for you to know this, just in case you don’t know who they are.

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Breaking the Paradox of False Consensus: A Journey to Better Decision-Making

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Have you ever heard of the Abilene Paradox? This happens when everybody agrees to do something that nobody wants to do. Today, we will discuss how to avoid this situation in your organization.

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The Advantages and Disadvantages of Live Chat Support

Comm100

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone. And far gone are the days when agents had little to no information about the customer they were speaking to and were restricted to serving one user at a time.

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How to Return a Missed Phone Call

Abby Connect

The cost of a missed call can be high for small businesses, and returning those calls can feel daunting and confusing. How can you do it well? You’re not alone in your uncertainty.

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How to Stay Competitive in the Evolving State of Martech

Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr

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Using the Power of Artificial Intelligence to Augment Network Automation

Cisco - Contact Center

Talking to your Network Embarking on my journey as a network engineer nearly two decades ago, I was among the early adopters who recognized the transformative potential of network automation.

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Leader’s Guide to Call Center Retention

COPC

Early attrition poses a significant and costly challenge for contact centers. To address this issue, COPC Inc. and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction.

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A Company Culture of Good with Chad Jensen

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? How can businesses foster strong connections between their employees and the communities they serve?

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Uncover the incredible Impact on ROI of Harnessing Customer emotions

Beyond Philosophy

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it.

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The Rise of the AI Coaching System: Powering the Empathic Enterprise

Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.

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The CMO’s 5-Step Guide to Boosting High-Quality Traffic and Customer Engagement

C3Centricity

What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

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Run an audience overlap analysis in AWS Clean Rooms

AWS Machine Learning

Advertisers, publishers, and advertising technology providers are actively seeking efficient ways to collaborate with their partners to generate insights about their collective datasets. One common reason to engage in data collaboration is to run an audience overlap analysis, which is a common analysis to run when media planning and evaluating new partnerships.

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Preparedness is the key: training with the Crisis Response Community

Cisco - Contact Center

In times of crisis, a richly diverse group of volunteers brings not just dedication to the cause and a passion for helping people, but the creativity needed to get tough jobs done.

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