CSM Magazine

AUGUST 25, 2023

When it comes down to nailing your customer service strategy, striking the right tone is essential to build the foundations of long-term success. But how can you be sure that you are correctly portraying the nuances of your brand through each communication channel? This guide will answer all of your questions. Let’s get started. Align to the Brand’s Mission, Values, and Voice Identity First up, it’s crucial to align your customer service tone with the overall mission and values of the bran

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Customer Service Chatbots Surveys Feedback 52

kommunicate

AUGUST 25, 2023

Last Updated on August 25, 2023 Imagine you are the founder of a SaaS company that has just built the perfect product that will solve a very particular problem for the customer. But how do the customers know that it is YOUR product that they need? And why will they move away from the competition, [.] The post Product Adoption Demystified: Strategies For Customer Allure appeared first on Kommunicate Blog.

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SaaS Management 94

Cisco - Contact Center

AUGUST 25, 2023

In our March 2023 blog, “What is EPSS and Why Does It Matter?

Management 76

Management Engineering 76

Anexa BPO

AUGUST 25, 2023

The term “AI” – or artificial intelligence – is a huge buzzword in today’s marketplace and is being thrown around quite freely. The hype escalates continuously with the emergence of staggering new AI competencies. But there is also a tendency to include machine learning – or ML – under the AI umbrella, which can lead to grossly overselling ML initiatives and their abilities.

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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.

Contact Center

Cisco - Contact Center

AUGUST 25, 2023

At Cisco Live 2023 , Cisco announced Cisco Secure Access ; a cloud-delivered Security Service Edge (SSE) product that provides comprehensive security capabilities converged in one solution, providing … Read more on Cisco Blogs

Management 70

Management 70

Vistio

AUGUST 25, 2023

By Gregg Antenen , Vistio Executive Director It’s hard to overstate the impact that the latest wave of AI technology using large language models has had on the CX industry in just a few months, as seemingly every company races to explore the potential of AI and to incorporate it somehow into their processes and applications. The approach most contact centers and CX vendors are taking though, is to use AI to replace the human agents that have historically been the backbone of customer service.

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Jon Arnold

AUGUST 25, 2023

Quiet month before summer ends, but September will be busy, and even more so for October. Got a new webinar here to pass along - I’ll be speaking with RingCentral , and it’s hosted by ICMI , so I’ll be in good company. There’s so much to talk about in the contact center space, and I hope you’ll join us for our take. The webinar is on Sept. 27 at 2pm ET, and here’s the registration page.

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Contact Center 52

Brad Cleveland Blog

AUGUST 25, 2023

Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1 for this and 2 for that.” And I don’t get service policies that are immediately … Continue reading → The post Stories from the Field: Aligning Service and Mission appeared first on Brad Cleveland.

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Customer Experience Contact Center Call Center Customer Service 49

Brad Cleveland Blog

AUGUST 25, 2023

Do all of the services your customers experience align with your organization’s vision and mission? I’m sometimes baffled to hear plodding phone menus, “Press 1 for this and 2 for that.” And I don’t get service policies that are immediately … Continue reading → The post Stories from the Field: Aligning Service and Mission appeared first on Brad Cleveland.

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Customer Experience Contact Center Call Center Customer Service 26

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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