Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. Guess what? It’s at an all-time low for the last 17 years. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of resea

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Upstream Works

MARCH 16, 2023

Upstream Works is excited to introduce you to our newest product offering – Upstream Works for Amazon Connect. We enhance Amazon Connect with a unified desktop, digital channel flexibility, seamless integrations and management simplicity The post 2 Ways AI Can Mitigate Fraud in Contact Centers appeared first on Upstream Works.

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TechSee

MARCH 16, 2023

Artificial intelligence (AI) is designed to automate manual tasks and processes. As the leader in computer vision solutions for the service industry, we at TechSee work with large organizations to help them utilize AI to automate service for their products. Since everyone begins a journey with the first step, we present a list of the core terms to help you understand how visual AI automation works.

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Interactions

MARCH 16, 2023

As technology advances, so too does customer experience (CX). With the rise of automation, many businesses wonder if the human touch is still necessary. After all, if a machine can do the job just as well (if not better), why keep humans around? That said, is it possible for CX to exist without human interaction? Need for the Human Element It’s generally understood that human agents comprise a critical component of the CX matrix, as interactions with people often shape a customer’s p

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

CSM Magazine

MARCH 16, 2023

New solution improves contact center operations and captures new financial upsides by uncovering organizational operational inefficiencies. Waterfield Tech , a leading global customer engagement solutions provider, today announced the launch of its Impact Analysis program, a new prescriptive engagement aimed at helping clients address inefficiencies across the contact center and capitalize on digital transformation opportunities.

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CSM Magazine

MARCH 16, 2023

In current times, where emotions and logic play a hand in hand for us to navigate through the world and coexist, emotional intelligence proves to be a valuable asset to do so. Not only does it help us become aware of our own emotions, but it also helps us to manage them, and understand other people’s emotions, eventually building strong relationships and collaborating effectively.

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West Monroe

MARCH 16, 2023

Generative AI products like ChatGPT have introduced a new era of competition to almost every industry. As business leaders seek to quickly adopt ChatGPT and other products like it, they are shuffling through dozens, if not hundreds, of use cases being proposed. What are we seeing? Companies typically fall into one of two camps. The first camp: Test generative AI far and wide.

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CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown and that taking a lead from Pi is the answer. International Pi (π) Day is held every year on March 14. Pi is an amazing mathematical constant because it articulates the unique ratio between the circumference of a circle and its diameter.

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West Monroe

MARCH 16, 2023

Generative AI products like ChatGPT have introduced a new era of competition to almost every industry. As business leaders seek to quickly adopt ChatGPT and other products like it, they are shuffling through dozens, if not hundreds, of use cases being proposed. What are we seeing? Companies typically fall into one of two camps. The first camp: Test generative AI far and wide.

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Innovation ROI Financial Social Media 52

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Retail

CSM Magazine

MARCH 16, 2023

Customer service management is a complex field that requires careful analysis and the ability to craft persuasive essays. Writing an essay about customer service management can be both challenging and rewarding. By making sure your essay is well-structured, engaging and informative, you’ll soon be producing an essay you will be proud of. In this article, we’ll walk you through the steps of writing an effective essay on customer service management.

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Optimove

MARCH 16, 2023

The question that should be on every iGaming operator’s mind is, “How can I get players hyped and engaged more than ever for the mega-sporting event that is March Madness?” Better yet, how do you do all that while standing out from your competitors? The answer is simple: Real-time in-play recommendations and personalization campaigns. These advanced features and capabilities allow brands to deliver personalized, dynamic campaigns in real-time to every player in your database.

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Feedbackly

MARCH 16, 2023

Have you ever wondered why Feedbackly is so popular? Well, it’s no surprise, given that we have cultivated a reputation for being an iconic, if not the best CX software provider for years! Over the years, we have helped clients from different sectors create killer CXM programs and get on board with their customer expectations. If your brand wants to realize its true potential in shining out among a sea of competitors, customer experience is the way to go.

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Brad Cleveland Blog

MARCH 16, 2023

When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center … Continue reading → The post Be Bold in Doing What’s Right appeared first on Brad Cleveland.

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

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Daniel Group

MARCH 16, 2023

This content is password protected. To view it please enter your password below: Password: The post Protected: Customer Service Training—Not Right Now, I’m Too Busy doing it Wrong! appeared first on The Daniel Group.

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Forrester's Customer Insights

MARCH 16, 2023

I don’t follow the Eurovision song contest closely, but I know that ABBA famously won decades ago with “Waterloo” and that a few other contest winners – Celine Dion, Måneskin – have achieved global success afterwards. This year, though, an article about Eurovision got my attention.

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Knowmax

MARCH 16, 2023

The post How To Improve Customer Satisfaction In BPOs? appeared first on Knowmax.

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Brad Cleveland Blog

MARCH 16, 2023

When you think about innovation and growth in the future, what’s your role as a leader? Are there steps you need to take that are a little bit uncomfortable or require some courage? In this video from my recent LinkedIn Learning course “Contact Center … Continue reading → The post Be Bold in Doing What’s Right appeared first on Brad Cleveland.

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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.

Customer Insights

Forrester's Customer Insights

MARCH 16, 2023

High Prices Have Bouyed Revenue Growth In 2022, the amount of money U.S. consumers spent (what the Bureau of Economic Analysis calls personal consumption expenditure, or PCE) increased by 9% over 2021. Not all of that is considered “real” spending – that is, people buying more stuff.

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Daniel Group

MARCH 16, 2023

What Makes Customers Feel Important? Hear from a CX Research Analyst “I think that’s one of the biggest things I see is that personal touch, and for them it also makes them feel special. For example, I had a man say, “You know what? My reps noticed that it was raining for some of the days of my service that I had rented a machine and my rep had comped me the days that it was raining so that I didn’t have to be on the hook for those particular days.

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SmartKarrot

MARCH 16, 2023

Role: VP of Customer Success Location: Austin, TX, United States (On-site) Organization: ShipperHQ As a VP of Customer Success, you’ll create and put into action ideas to boost client retention and decrease customer churn. Lead, oversee, and grow the teams responsible for customer success and retention. accountable for managing key operational KPIs and targets as well as our customer success strategy and execution.

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Centercode

MARCH 16, 2023

For organizations that run and manage their own Alpha, Beta, and Field Tests, the Customer Validation Team plays a vital role in product development. As the liaison between testers and product teams, their recommendations enable the customer-driven decision-making that increases product success.

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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.

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Helpware

MARCH 16, 2023

The BPO industry in Africa is rapidly expanding, showcasing an impressive annual growth rate of 5.6% projected to continue between 2021 and 2028. This trend underscores the tremendous potential for businesses to tap into Africa's burgeoning BPO sector.

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Centercode

MARCH 16, 2023

Finding and selecting the right group of testers to beta test your product is something that you’ll likely spend a lot of time and energy doing. It’s one of the most important steps for a successful beta test.

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dscout People Nerds

MARCH 16, 2023

End-to-end user research platform acquires Panelfox, establishes international footprint, and expands executive management team.

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Centercode

MARCH 16, 2023

Getting the right people to apply for your beta test is no easy task. You have to balance enticing potential testers with maintaining confidentiality. You have to excite them without giving too much away.

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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.

Customer Engagement