ShepHyken
OCTOBER 17, 2023
“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.
Callminer
OCTOBER 17, 2023
Customers are already telling you everything you need to know about their feelings toward your brand, if you listen. Read our blog to learn how VoC analytics drive CX improvements and strategies.
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AWS Machine Learning
OCTOBER 17, 2023
Amazon Personalize has launched a new integration with Amazon OpenSearch Service that enables you to personalize search results for each user and assists in predicting their search needs. The Amazon Personalize Search Ranking plugin within OpenSearch Service allows you to improve the end-user engagement and conversion from your website and app search by taking advantage of the deep learning capabilities offered by Amazon Personalize.
Helpware
OCTOBER 17, 2023
Teaching a computer to see and identify objects is growing increasingly important as artificial intelligence (AI) and machine learning (ML) find more mainstream uses. There are applications in a variety of fields, from automotive and healthcare to agriculture and entertainment. But how do machines use cameras as eyes and then identify what they see?
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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Cyara
OCTOBER 17, 2023
Complaint management or the effective handling of customer complaints within an organization – is always a topic of strong interest and debate. If you search online for "customer complaints," you will inevitably come across numerous stories from every industry, including banks, airlines, telecom providers, and fast food companies.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Comm100
OCTOBER 17, 2023
Businesses today thrive on efficiency, and the customer service domain is no exception. With the rise of technology, businesses have started to adopt customer service automation software to scale their operations without ballooning headcount. This article delves deep into the world of customer service automation software, exploring its key benefits, essential features, and the best customer service automation software for your business needs.
BlueOcean
OCTOBER 17, 2023
The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t faded yet.
ConvergeOne
OCTOBER 17, 2023
One of the fundamental aspects of cyber security is understanding vulnerabilities and risks. As the saying goes, “Knowledge is power.” In 2022, Arctic Wolf Labs reported that four of the top five external vulnerabilities exploited that year had been published in 2021. This alarming statistic underscores the importance of staying updated on potential threats.
Global Response
OCTOBER 17, 2023
Bad news first: data breaches are costly, and they’re becoming more and more common. According to research from IBM , the average global cost of a data breach in 2023 was $4.45 million (USD). In addition, there have already been more than 4.5 billion compromised accounts and records due to data breaches in 2023 alone. As a result, many companies are moving their outsourcing operations to onshore models in hopes of increasing call center security and providing additional protection for sensitive
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Concentrix
OCTOBER 17, 2023
Concentrix Catalyst has been named a Salesforce Summit Partner, the highest level of partnership in the Salesforce ecosystem.
Global Response
OCTOBER 17, 2023
Healthcare outsourcing is growing—estimated to reach $66.3 billion by 2025 , according to some reports. But what’s leading the growth in this sector? If you work in management at a healthcare organization, you can probably wager a guess at the answer. Decreased budgets, increased demands, growing burnout among healthcare workers across all positions, increasing need for security and data privacy, and growing patient expectations all contribute to the desire and need for outsourced support.
Concentrix
OCTOBER 17, 2023
Concentrix Catalyst has been named a Salesforce Summit Partner, the highest level of partnership in the Salesforce ecosystem.
Back Office Centers
OCTOBER 17, 2023
Any organization must have a full suite of back-office operations. However, since staff who focus only on back-office tasks typically earn more than those in the front office, this may be an extremely expensive expense. Back-office tasks often involve data entry, payroll processing, finance and accounting, and administration of information technology.
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.
FluentStream
OCTOBER 17, 2023
Originally published by Built In When the queue is full of callers, emails are piling up and the Slack channel is eerily silent, FluentStream’s leaders are likely to take action to support their agents. Leaders could fire off platitudes or. Read More The post What’s FluentStream’s Growth Secret? Putting People First. appeared first on FluentStream.
Genroe
OCTOBER 17, 2023
Excel is a very functional tool and it has the advantage of being on everyone’s desk.While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. In this one hour webinar we will share, using Excel: The post Practical Survey Analysis in Excel [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.
FluentStream
OCTOBER 17, 2023
Originally published by Built In When the queue is full of callers, emails are piling up and the Slack channel is eerily silent, FluentStream’s leaders are likely to take action to support their agents. Leaders could fire off platitudes or. Read More The post What’s FluentStream’s Growth Secret? Putting People First. appeared first on FluentStream.
Genroe
OCTOBER 17, 2023
About 3 minutes after your first customer feedback or NetPromoter survey goes out, management will be pounding the desk for a report with charts, analysis and recommendations. The question is, apart from a simple chart of scores, what else should be included in your best practice Net Promoter reporting pack? In this webinar, we’ll discuss The post The 9 Elements Your NPS® Report Must Have [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.
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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.
LiveVox
OCTOBER 17, 2023
A CIO’s Guide to Tackling the Top 10 Contact Center IT Challenges In the rapidly changing digital landscape, the Chief Information Officer (CIO) role has never been more pivotal or challenging. As technology advances and business requirements expand, the IT department has become more than just a support system; it is a driving force for […] The post An Insider’s Guide for CIOs: Transforming Contact Center IT Challenges into Strategic Advantages appeared first on LiveVox.
Genroe
OCTOBER 17, 2023
You’ve spent weeks working through the numbers to unpick what customers are saying. After checking through the data and analysing a range of root causes, you have created a practical plan to solve a key customer issue. Your presentation nails each of the points you want to make. It starts right up front with the […] The post How to Calculate and Use Survey Sample Size [On Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.
JustCall
OCTOBER 17, 2023
Customer support is one of the most important aspects of delivering a good customer experience. Good customer support turns a casual buyer into a loyal customer and keeps them returning for more. Customer support is, in fact, the bridge between your business and its customers. Good customer support always leads to positive customer experiences, which influences repeat purchases.
Genroe
OCTOBER 17, 2023
Customer feedback is often seen, at worst, as a compliance task and, at best, as a long term way to increase sales and customer retention. But it doesn’t have to be that way. Yes, the customer feedback process does drive long term customer loyalty and lifts revenue but you can also use the data in […] The post Using Customer Feedback To Grow Sales [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.
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!
JustCall
OCTOBER 17, 2023
As we shift to a more digital and fast-paced business environment, customer expectations from businesses are also shifting rapidly. Today, customers expect faster and better outcomes and will even switch brands if their expectations are not met. However, most brands fail to gauge customer sentiments until it’s too late. This is why real-time feedback is critical for a brand that practices active listening and customer empathy.
Nicereply
OCTOBER 17, 2023
Intelligent support operations really benefit the entire organization with support being at the center of the data collection. For years, revenue, development, and IT have had operations teams to help them be more successful. These Operations teams provide tooling, insights, and enablement to their respective teams by analysing data, enhancing tool sets, and designing effective processes.
Genroe
OCTOBER 17, 2023
Dive into our 30-minute webinar to learn how the 5 Whys Approach can transform customer feedback into actionable plans for enhancing customer experience. The post Using 5 Whys Root Cause Analysis on Customer Feedback [On-Demand Webinar] appeared first on Genroe | Customer Experience | Net Promoter Score.
CSM Magazine
OCTOBER 17, 2023
Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.
Help Scout
OCTOBER 17, 2023
Struggling to write a customer service resume? In this article, we share seven different customer service resume examples that cover a variety of roles.
AWS Machine Learning
OCTOBER 17, 2023
Amazon Pharmacy is a full-service pharmacy on Amazon.com that offers transparent pricing, clinical and customer support, and free delivery right to your door. Customer care agents play a crucial role in quickly and accurately retrieving information related to pharmacy information, including prescription clarifications and transfer status, order and dispensing details, and patient profile information, in real time.
Balto
OCTOBER 17, 2023
In simple terms, an ICP is a representation of the prospects that likely need your product or service. This means that when you’re creating your marketing campaigns or sales strategy, you’re putting the needs of those people at the forefront of your mind. For decades (or even centuries), marketers and salespeople only knew a single approach: be everything to everyone.
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