2023

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Please Put Me Back On Hold!

ShepHyken

“Please put me back on hold. I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. The owner of this four-office podiatry practice with seven doctors and 25 staff members, Dr. Mark Green, has always focused on creating a positive, unique and frictionless patient experience.

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Stop using Customer Engagement as jargon and let’s truly understand it

Beyond Philosophy

We have been remiss. In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

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Product Innovation Series: April 2023

Callminer

Bruce McMahon, VP of Product Management, highlights CallMiner's latest platform enhancements, including new speaker measures by talk time percent and duration, and hierarchy filtering in Alert.

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Why Customers Must Be Allowed to Speak to Your Company

Contact Center Pipeline

One of the best, most insightful articles on customer service I’ve read in some time – one that pinpoints the inherent conflict or dialectic between investing in excellent customer service and keeping costs low and prices attractive to customers – appeared in Vox.

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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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A to Z Guide to Customer Experience Definitions and Terms (Updated)

Lumoa

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic.

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Key phrases and concepts driving a good customer experience - Tethr

Tethr

Today, Tethr expert Matt Dixon shares some of the key phrases and concepts driving a good customer experience in today's digital world.

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CX4Now: Contact Center KPIs that Matter

Fonolo

Your contact center may run like clockwork, with engaged agents answering calls quickly, solving problems, and creating satisfied customers in record time. But without the contact center KPIs and metrics that managers use to measure the effectiveness of their operations, you’d never know for sure. KPIs matter. And they’re changing quickly. We asked contact center industry influencers to share their insights into the changing role of KPIs and shine a light on new metrics to watch.

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Announcing New Tools for Building with Generative AI on AWS

AWS Machine Learning

The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of scalable compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are transforming their businesses. Just recently, generative AI applications like ChatGPT have captured widespread attention and imagination.

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Americas FSI Digital Commentary: 3 Ways to Accelerate Digital Strategy in 2023

Cisco - Contact Center

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results. Ending a chaotic 2022 with the Federal Reserve in their December meeting raising interest rates to control inflation another 50 basis points following four consecutive 75 basis point

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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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Growth via Massive Customer Experience Savings

ClearAction

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! That’s a recipe toward many unexpected costs. Whenever you think about savings, think about value expansion. Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers.

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What Company Do You Admire Most??

ShepHyken

Do you remember being asked, “What do you want to be when you grow up?” When you’re a child, the typical answers are aspirational, such as being a doctor, a fireman, a superhero, an athlete, and more. I have a grown-up version of this question. It’s not about what you want to be. It’s not even about you. It s about your company. You may be grown up, but your company should always be developing and evolving, so the question is now about your company’s aspirations.

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Lets really understand what Customer Engagement is and how to improve it

Beyond Philosophy

Vijay, one of our listeners, drew my attention to a deficit in my content regarding customer strategy. He asked if we had anything on customer engagement. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. Now, part of not having any content on the subject means I didn’t have a definition ready for the term.

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25 tips for improving customer service in call centers in 2023

Callminer

Companies that want to improve customer service in the call center may not know where to begin, so we've created a list of 25 tips from call center experts.

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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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No Excuses for Poor Disaster CX

Contact Center Pipeline

Disasters, like the recent holiday storms, are inevitable. How you plan, respond, but most critically inform and communicate with your employees and customers is what counts. This isn’t rocket science. And it is the foundation of the customer experience (CX). Customers and staff get it—both foreseen and unforeseen “events”. I’ve covered, been responsible for the […].

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How to Improve Customer Experience: A Step by Step Guide

Lumoa

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether.

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How To Select The Right CRM For Your Team? [A Step-By-Step Guide]

JustCall

Introduction CRM (Customer Relationship Management) software refers to a tool that businesses can use to record and store key customer information to use when building a relationship with leads or prospects. CRM helps streamline your work. It aids you with better management of your sales and marketing clients by clubbing your workflows, business processes, and client interactions into a single-view interface.

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How to measure customer effort: NPS, CES, CSAT, and more – Tethr

Tethr

Ready to learn how to measure customer effort? Let's look at a few of the most common scores used to track effort in customer conversations.

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The Complete Guide to Conversational AI for Your Business

In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

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Why Call Center Retention Matters

Fonolo

If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

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Bring legacy machine learning code into Amazon SageMaker using AWS Step Functions

AWS Machine Learning

Tens of thousands of AWS customers use AWS machine learning (ML) services to accelerate their ML development with fully managed infrastructure and tools. For customers who have been developing ML models on premises, such as their local desktop, they want to migrate their legacy ML models to the AWS Cloud to fully take advantage of the most comprehensive set of ML services, infrastructure, and implementation resources available on AWS.

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Future of Work Expo Recap - Review and Pix

Jon Arnold

Last week was my fifth go-round as Chair of the Future of Work Expo in Ft. Lauderdale, and given my travel schedule, this is the first chance I’ve had to get this recap done. As good as the 2022 edition was, this was even better, and am expecting nothing less for 2024. Speakers are already asking about coming back, and am keen to start mapping out the program.

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Concentrix to Combine with Webhelp, Creating a Diversified Global CX Leader, Well-Positioned for Growth

Concentrix

Enhances Concentrix’ position as a leader in $550B+ growing CX market Adds clients in attractive growing markets, further diversifying our marquee client list Significantly expands footprint in Europe, Latin America, and Africa Expands breadth and global reach of high-value services and digital capabilities Strengthens support for clients and staff, combining complementary cultures Accretive to revenue […]

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Using AI to Empower Contact Center Agents and Improve CX and EX

For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.

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Sometimes Customers Are Just Having a Bad Day

ShepHyken

You’ve probably experienced this. No matter how hard you try to please some customers, they aren’t happy. It’s frustrating, but at the same time, it’s reality. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. Their perception is their reality. I once went to an amazing restaurant – at least, I was told it was amazing.

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2022 highlights from our customer service blog

Eptica

Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Published on: January 06, 2023. Author: Pauline Ashenden - Demand Generation Manager 2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?

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Using AI to address five critical business challenges in healthcare

Callminer

From consumerization to bad debt to staffing shortages, here’s how healthcare organizations can address five of the most critical challenges in 2023 with AI.

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Nuance is revolutionizing the contact center with GPT technology

Nuance

The global public attention that greeted the launch of ChatGPT has highlighted that we’re at a pivotal moment in the development of AI. As pioneers in contact center AI, it’s exciting to see the emergence of advanced open AI models that can augment our existing innovations with powerful new capabilities. We’re delighted to introduce conversation [.] The post Nuance is revolutionizing the contact center with GPT technology appeared first on What’s next.

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

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The Power of Customer Empathy in Supercharging Your Customer Experience

Lumoa

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition. Let me give you a real-life scenario of how it works in general.

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5 Customer Experience Predictions for 2023  

Comm100

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. This is all occurring against a backdrop of incredibly high CX expectations across industries and ever-developing technology. To help make sense of the year ahead and plan for the ever-shifting CX landscape, we’ve asked five experts in the field for their CX predictions for 2023. 1

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Preempt follow-up calls like a Next Issue Avoidance pro – Tethr

Tethr

When the call is over, the job is done. Right? Next Issue Avoidance is the art of solving the customer's second problem on the first call.

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