Sat.Jun 03, 2023 - Fri.Jun 09, 2023

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This is how to impress your boss and a Business case for change accepted

Beyond Philosophy

Getting your new program initiatives accepted requires overcoming a lot. So, to help you get that done—and impress your boss doing it—you need to have a winning strategy. The corporate budget is a funny thing. Getting approval on a budget in the corporate world doesn’t mean you get to spend it. Quite the contrary. You often have to get the budget approved for what you might spend and then when you want to spend it, you get approval again.

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Top 5 Customer Service & CX Articles for the Week of June 5, 2023


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 comment about each article and would like to hear what you think too. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes.


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Future of Conversational AI For Pharma And Healthcare


Last Updated on June 4, 2023 ChatGPT is everywhere. Google Bard is (almost) everywhere. The old way of doing things is over. Artificial Intelligence is not science fiction or something that “computer scientists” are “working upon.” They are now very much part of our everyday lives. Goldman Sachs says that AI will take 300 million [.] The post Future of Conversational AI For Pharma And Healthcare appeared first on Kommunicate Blog.

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The Role and Value of Humans in Customer Service in an Age of AI Innovation


Watch the full podcast here:   We are very excited to welcome Justin Robbins with us back on the podcast to discuss how what’s going on in the world of AI and contact centers. As always, thanks for tuning in! To listen to a recording of this and other episodes, visit And to join our show live each week, go to

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The State of Customer Experience 2023 Report: Part 2

JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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What is Generative AI and How to Use it in Customer Service?


As businesses continue to compete in the modern digital era, providing excellent customer service has become a crucial part of their success. Learning what is generative AI and how to use it in customer service can transform a business’s relationship with customers. With the rise of generative AI technology, the customer service landscape is evolving […] The post What is Generative AI and How to Use it in Customer Service?

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May Writing Roundup

Jon Arnold

I had a heavier-than-normal travel schedule in May, so writing was on the light side. Still managed to get a few things out, and here’s the digest. Re-Thinking the On-Hold Experience , white paper for Aizan, May 31 3 Best Practices for a Successful UCaaS Migration , TechTarget, May 23 Are We Moving Too Fast with AI?

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Great customer experiences don't happen by accident

Hello Customer

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.” "Customer experience is your customer's perception of all interactions throughout the customer journey and across all channels.

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Noisy Agents


In call centers, noisy agents can have a significant impact on the quality of service provided to customers. Therefore, it is essential to identify and monitor them to ensure that they are meeting the standards set by the company. Here are some reasons why identifying and monitoring noisy agents is important: Customer experience (CX): The noise generated by noisy agents is heard by customers leading to a decrease in customer satisfaction.

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Cisco Black Belt Fire Jumper Training for Cisco Partners

Cisco - Contact Center

Black Belt Fire Jumper Training for Cisco Partners is the foundational Cisco security portfolio training program, identical to the Fire Jumper Academy for Cisco Employees.

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How Government Services Can Provide Better Citizen Satisfaction & Experience

Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

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Member Experience Services


Discover effective ways to optimize member experience and drive customer satisfaction.

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HoduSoft Shines Bright as Winner in the 18th Annual 2023 Globee® Awards for IT Achievement


HoduSoft Shines Bright as Winner in the 18th Annual 2023 Globee® Awards for IT Achievement Winning an award is always a special moment for an organization for many reasons. It serves as a milestone and a symbol of distinction. It also gives a sense of pride to the employees who jointly contribute to the organization’s success. As noted French footballer N’Golo Kanté famously said “It’s good to win awards.

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Business Communication: What do We Have Now and What is the Future?


In this guide you’ll discover: The foundation of the business communication of the call center many call center managers overlook. Hint: Many managers think they understand the subject, yet little is happening in reality; How to tackle the issues of inward, upward, and lateral communication business communications in the call center? The impact of the improvement or negligent treatment of the call center’s business communication.

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Everything you need to know about Asana Task Manager!


With great power comes great responsibility! Not just for Spiderman, the statement is also very suitable for someone in leadership. From taking business-altering decisions to monitoring the workflows, business leaders have to juggle a lot of things on a daily basis. Are you one and do you want to make your life (work) easier? A robust task management platform is your solution and this is where Asana Task Manager enters into the picture.

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Improve Contact Center Outcomes with Key Insights

Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

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June 05 – Customer Success Jobs


Role: Customer Success Lead Location: San Francisco, CA, United States (On-site) Organization: Vooma As a Customer Success Lead, you’ll take ownership of the entire customer relationship, including onboarding, implementation, training, adoption, retention, and satisfaction. Develop connections to serve as a reliable and strategic advisor to assist maintain the value of Vooma’s goods and services.