Beyond Philosophy

DECEMBER 7, 2023

I love the phrase, “None of us are as clever as all of us.” But a phrase is little more than words unless there is action that comes from it. Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. Just click here to learn more and submit. To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

ShepHyken

DECEMBER 7, 2023

This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver , a customer experience platform that helps teams collaborate and communicate across departments. He talks about how amazing customer experience can be sustainable. Customer experience (CX) has become a core operational necessity. Better CX equals happier customers, which in turn helps contribute to healthier bottom lines.

Call Center 158

Call Center Transportation Upselling Education 158

C3Centricity

DECEMBER 7, 2023

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Banking 114

Banking 114

AWS Machine Learning

DECEMBER 7, 2023

This is a guest post co-authored by Nafi Ahmet Turgut, Mehmet İkbal Özmen, Hasan Burak Yel, Fatma Nur Dumlupınar Keşir, Mutlu Polatcan and Emre Uzel from Getir. Getir is the pioneer of ultrafast grocery delivery. The technology company has revolutionized last-mile delivery with its grocery in-minutes delivery proposition. Getir was founded in 2015 and operates in Turkey, the UK, the Netherlands, Germany, and the United States.

Management 125

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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

Toister Performance Solutions

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. It bothers you when employees' managers aren’t nearly as invested. These managers take a "fix my people" approach. The manager delegates customer service training to you and expects you to do all the work. They fail to reinforce the training and employees quickly go back to their old habits.

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Management Customer Service Feedback Marketing 107

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. In Part 1 of our “Harmonizing the Hustle between sales and customer success” podcast series with the Customer Success Collective, Chris Dishman , SVP of Global Customer Success at Totango, drilled into the unique ability CS has in aligning cross-functional partners—sales, product, and marketing—to the opportunities that can d

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Sales Enterprise Best practices Metrics 92

Cisco - Contact Center

DECEMBER 7, 2023

‘Tis the season! As we look forward to numerous holidays, special traditions, and spending time with loved ones, I can’t help but think about the impact of my actions.

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LiveVox

DECEMBER 7, 2023

AI adoption is surging in contact centers, mapping unmatched avenues for enhanced efficiency, informed decisions, and a competitive edge. Yet, this swift AI progression introduces dilemmas for executives, encompassing technological pace, security implications, and organizational hesitations. In Q3 of 2023 LiveVox embarked on a thorough research survey of hundreds of contact center leaders to guide […] The post Where Does AI Rank Among Today’s CX, Ops, and IT Leaders?

Contact Center 87

Contact Center Surveys Technology 87

Cyara

DECEMBER 7, 2023

WebRTC users know that meetings can get disrupted. Connection issues and media quality issues are rather common. If the WebRTC service is deployed properly, then 90% or more of these issues are due to a user side problem - be it a malfunctioning device or more often than not - poor network connection. This is where WebRTC monitoring comes in.

Best practices 76

Best practices 76

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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.

Analytics

Cisco - Contact Center

DECEMBER 7, 2023

Having just returned from AWS re:Invent 2023, I can tell you that the energy and excitement surrounding the Cisco and AWS partnership could not be higher.

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ChurnZero

DECEMBER 7, 2023

From living and breathing innovation, to questioning the status quo, to relentlessly pursuing customer value and breakthrough results, it takes a lot to become a ChurnHero Award winner. This year, five spectacular customer success teams have joined the list. Each winning team has achieved remarkable results in one of five categories—onboarding, adoption, renewals and expansion, advocacy, and innovation—using smart, digital-first strategies powered by their ChurnZero customer success software.

Upselling 52

Upselling Accountability Sales Marketing 52

Cisco - Contact Center

DECEMBER 7, 2023

IT leaders face the challenge of managing a growing set of often disparate technologies and successfully delivering them to a wide audience of end users who demand simple experiences.

Technology 98

Technology Management 98

Zappix

DECEMBER 7, 2023

Zappix, a trailblazing AI-powered Digital Engagement Platform provider, proudly announces the recent signing of a new client, further solidifying its position as a leader in delivering cutting-edge and automated digital customer service solutions. The post Zappix Expands Its Presence In The Services Market, Secures A New Deal With A Healthcare-Adjacent Services Provider appeared first on Zappix.

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Healthcare Marketing Customer Service 52

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Creative Virtual

DECEMBER 7, 2023

By Patrick Gallagher, Managing Director, Creative Virtual APAC The future of conversational AI is not an AI takeover. Afterall, everything artificial is in fact human made. Intelligent businesses will leverage conversational AI that is controlled by HI (human intelligence). With humans in control, conversational AI delivers much better business outcomes.

Technology 52

Technology Marketing Best practices Accountability 52

CSM Magazine

DECEMBER 7, 2023

Ever wondered how the high-stakes, high-speed world of horse racing manages its customer service game? Well, let me tell you something right from the start. It is a complicated process, especially when you have a demographic like horse racing. Most horse racing enthusiasts would agree that horse racing is more than just a sport. It is an event, a fashion runway, a business gathering, a cocktail party, an adrenaline rush, and a betting extravaganza.

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Customer Service Customer Care Personalization Sales 52

NobelBiz

DECEMBER 7, 2023

In our nation’s diverse landscape, where 10.98 million single-parent homes build their hopes each day, a remarkable 80% are led by the relentless strength of single mothers. Among these stories of grit, Carmencita Anderson and her six young hearts stand out. Their story is not just a statistic; it’s a vivid story of challenges, dreams, and a firm quest for a better future.

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JustCall

DECEMBER 7, 2023

Doubling your sales calls may sound challenging, even with top-notch tools and an exceptional team. Yet, as you set ambitious goals for the upcoming year, there’s a game-changer worth exploring. In this article, we’d love to introduce you to CallPage, the newest addition to the JustCall platform. CallPage helps you effortlessly generate hot sales leads and transfer them to your sales team for quick closing.

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Sales Inbound sales Healthcare Marketing 52

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

Customer Experience

Help Scout

DECEMBER 7, 2023

For customer service workers, AI and the way companies implement it can be scary. Here is an honest discussion about AI anxiety in support and some tips on how to feel more comfortable in the face of change.

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Customer Support Management Customer Service 45

SmartKarrot

DECEMBER 7, 2023

In a recent conversation with Elizabeth, a seasoned Managing Partner at Go-to-Market Advisors and leader of their customer success practice, we delved into the intricate world of reducing customer churn. Elizabeth, with a rich background that spans from sales to leading customer success teams and consulting, shared valuable insights and expert tips on navigating the challenges of customer churn in the ever-evolving business landscape.

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Construction Feedback Customer retention Consulting 10