Tue.May 14, 2024

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What Is Conversational Analytics and how does it help your Call Center?

NobelBiz

Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics?

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QSR Guest Experiences: Insight Into Tech’s Impact [Latest Data]

IntouchInsight

When it comes to quick-serve restaurants (QSR), one thing is clear: customers crave speed, convenience, and good food. But with an overwhelming amount of information available to help restaurant operators please guests, how to know what really works?

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[Experience Action Podcast] Gaining Frontline Buy-In

Experience Investigators by 360Connext

Unlock the secret to ensuring your customer-facing employees are as invested in your customer experience vision as you are! As your trusted guide, Jeannie Walters is delving into the critical strategies you need to align your frontline team with the customer experience goals that your C-suite has already embraced. We’ll dissect the challenges, pinpoint the missteps, and celebrate the successes that come from elevating your brand ambassadors—those who have the power to make or break your cu

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Small Print or Bigger Person

Zeisler Consulting

Your mom may have told you to always read the fine print. Or maybe it was a college professor or something along those lines. If you’ve ever interacted with an attorney of course you’re familiar with the admonition. By and large that’s always a great idea, even when working with a trusted and Customer-centric brand. After all, it’s important for both parties to understand what’s expected of the other, and it’s not necessarily a sign of mistrust to get certain things down on paper, just to be

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

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Sales Negotiation Skills That Deliver Success

Integrity Solutions

For many in sales, negotiation is one of the most challenging aspects of the job. More often than not, these salespeople approach negotiation as a win-or-lose endurance game, a contentious battle that pits two opposing sides against each other. “Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest.

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How to Create a Fail-Safe IT Project Outsourcing Strategy

Helpware

Are you tired of juggling the demands of different IT projects and constantly trying to do more with less? You are not the only one. A Clutch study found that over 37% of small businesses currently outsource at least one business process, with IT services making the top of the list. This number grows even larger when we look at enterprises, about 90% of Fortune 500 companies outsourcing at least some portion of their IT needs.

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The Evolution of Business Relationships: Not B2B nor B2C, but H2H

ECXO

The Evolution of Business Relationships: Not B2B nor B2C, but H2H In the ever-evolving world of business, a new paradigm is emerging that transcends traditional models and approaches to commerce, which I am a big defender of. Gone are the days when businesses primarily categorized their operations as Business-to-Business (B2B) or Business-to-Consumer (B2C).

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Is There a Difference Between Workplace Harassment and Bullying?

CSM Magazine

Your work environment should be a professional place where you feel safe and enabled to perform to the best of your potential. When you experience any form of harassment or bullying in the workplace, it creates hostility. Both offences should be taken seriously. But is there a difference? In this article, we aim to help you identify and understand the difference between harassment and bullying in the workplace.

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30 Best Interview Feedback Examples (with Benefits and Best Practices)

SurveySparrow

You have conducted the interview, gotten a good sense of their skills, and jotted down your comments. But now what? How do you let the candidate know? The answers are right here. There is no need to go anywhere else! In this article, we will look at the best interview feedback examples. Before that, we have a few things to clear. Hey, feel free to jump ahead to the examples right away. 30 Best Interview Feedback Examples For the rest of us… Off we go!

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Manual Call Reviews? Theres a Better Way!

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

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Customer Service Training: A Quick Guide for Mastering Service Excellence

CSM Magazine

Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.

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7 Must-Have Features for Next-Level Database Monitoring

SurveySensum

Is your database the powerhouse of your business operations? It ought to be. With data at its core, a robust monitoring system is not just beneficial—it’s imperative. As systems grow in complexity, so does the need for features that not only track performance but also enhance reliability and inform strategic decisions. Database monitoring must go beyond basic functionalities.

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What a string of semaglutide biosimilars could mean for Mainland China

Clarivate

GLP-1 (Glucagon like peptide 1) receptor agonists, a commonly prescribed drug class in the treatment of type 2 diabetes (T2D), successfully mimic a natural gut hormone, increasing production of insulin in the human body. While initially developed to help regulate blood sugar levels, they have also been found to promote appetite suppression, leading to weight loss in patients.

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8 Keys to Better VoC Methodology

ClearAction

8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? Less pressure to show financial gains? Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI.

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What Does it REALLY Mean to Put CX First?

The 5 Essentials of a CX-First Platform Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints?

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Why Knowledge Isn’t Just Power, It’s a Trap: The KM Antipattern Dilemma

Forrester's Customer Insights

Have you ever been part of a team where everyone seemed to guard their knowledge from other teams, like treasure, fearing that sharing might diminish their worth? Or perhaps you’ve witnessed an environment where the pursuit of individual success overshadows common goals?

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Encouraging Empathy in Customer Service Teams

Help Scout

Empathy is a core component of every good customer experience. Learn why it’s important and ways to infuse empathy into your customer service interactions.

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Betting spiked 540% during Caitlin Clark’s March Madness games

Optimove

Caitlin Clark mania swept the U.S. during March Madness and Optimove has the betting numbers to back it up, Analysis of betting activity by Optimove’s analytical and research arm, Optimove Insights, found that wagering increased 540% on average on games featuring the Iowa Hawkeyes standout. The post Betting spiked 540% during Caitlin Clark’s March Madness games appeared first on Optimove.

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Focus on Customer Value to Deliver B2B Customer Growth

Forrester's Customer Insights

Last week I presented at my 10th, and final, Forrester B2B Summit North America. I say final not because the event is ending, but because I’m retiring from Forrester in June of this year.

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Turn Payments Into Personalization: Unlock the Value of Transaction Data

Speaker: David Nisbet, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

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Healthcare Reputation Management: The Complete Guide

InMoment XI

In the healthcare industry, your reputation is built on trust and credibility. And, in a time where opinions are formed in an instant and shared in a second, online reputation management has never been more important for healthcare organizations. What is Healthcare Reputation Management? Healthcare reputation management refers to the strategic process of monitoring, influencing, and maintaining the perceptions and opinions about a healthcare provider or organization within its target audience.

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Crashing Through The Walls Of Your Enterprise, Modern Cars Are Leaving Security Gaps

Forrester's Customer Insights

As Forrester has reported, IoT devices are more exposed to cyberattacks, requiring security leaders to address the security vulnerabilities in this wide array of devices deployed across their organization. One area that many security professionals continue to overlook is the simple car, which to be honest is no longer so simple.

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Incorporate offline and online human – machine workflows into your generative AI applications on AWS

AWS Machine Learning

Recent advances in artificial intelligence have led to the emergence of generative AI that can produce human-like novel content such as images, text, and audio. These models are pre-trained on massive datasets and, to sometimes fine-tuned with smaller sets of more task specific data. An important aspect of developing effective generative AI application is Reinforcement Learning from Human Feedback (RLHF).

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How Quickly Should A Sales Rep Be Onboarded?

Forrester's Customer Insights

In many professions, education for a new employee’s role incorporates learning with doing. Educators must undergo a full semester of student teaching; surgeons develop by “watching, teaching, doing”; and aspiring electricians must deliver hundreds of hours as apprentices prior to licensure. Even most MLB stars spend years toiling in the minor leagues perfecting their skills.

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Customer Experience Myths Guidebook

A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

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New Enhancements to Avaya Experience Platform Elevate CX

CSM Magazine

Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption. Avaya’s robust and comprehensive CX platform, trusted by large Enterprises globally, empowers customers to maintain their core capabilities while evolving through flexible innovation paths, including on-premises, private cloud, public cloud, or hybrid deployment models.

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Votre entreprise peut-elle devenir une organisation high-performance IT ?

Forrester's Customer Insights

Pour commencer votre parcours vers le high-performance IT, vous devez évaluer les besoins de votre entreprise, vos styles technologiques actuels et l'état de préparation de votre organisation à l'exécution. Commencez par découvrir les quatre étapes clés de l'évaluation de votre état de préparation à l'informatique de haute performance dans cet article.

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Commbox Launches Connect Partner Programme Offering Market-Leading Automation and AI Capabilities

CSM Magazine

CommBox, the leader in AI and automated customer communications, is today launching its new partner programme, CommBox Connect. This programme opens CommBox’s market-leading technology to the broader customer service ecosystem, offering new revenue streams, faster time-to-value, and a more diversified client portfolio. This extension of CommBox’s AI and automation capabilities equips partners with an all-in-one solution to automate and digitise customer communications, an increasing