Thu.Mar 16, 2023

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4 out of 5 organizations have not increased their customer satisfaction since 2010!

Beyond Philosophy

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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2 Ways AI Can Mitigate Fraud in Contact Centers

Upstream Works

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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Visual AI For Service Automation: A Primer

TechSee

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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Can ‘Experience’ in CX Survive without Humans?

Interactions

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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The Ultimate Guide to Monetizing Customer Learning

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.

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Waterfield Tech Launches Impact Analysis to Streamline CX Decision-Making in the Contact Center

CSM Magazine

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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The Importance of Emotional Intelligence in Contact Centers

CSM Magazine

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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inQuba - Untitled Article

inQuba

What’s the impact of customers’ experiences on business growth? The positive relationship between customer satisfaction and business revenue is well understood. Happy and satisfied customers are more likely to stick around, make repeat purchases, refer others to your business, and leave positive reviews, all of which can lead to increased revenue for your brand.

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Enjoy a Slice of Customer Data Analytics Pi (e)

CSM Magazine

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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The Importance of Balancing Risk and Innovation with Generative AI

West Monroe

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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The 2023 Verint Experience Index: Retail

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

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How to Write an Essay on Customer Service Management

CSM Magazine

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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The Importance of Balancing Risk and Innovation with Generative AI

West Monroe

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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Brands Can Harness the March Madness with Real-Time Recommendations and Personalization

Optimove

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 – Not Your Ordinary CX Software

Feedbackly

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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11 Tips to Drive Learning Content Consumption

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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Be Bold in Doing What’s Right

Brad Cleveland Blog

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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Protected: Customer Service Training—Not Right Now, I’m Too Busy doing it Wrong!

Daniel Group

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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Avoid A Bot Waterloo

Forrester's Customer Insights

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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How To Improve Customer Satisfaction In BPOs?

Knowmax

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

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Be Bold in Doing What’s Right

Brad Cleveland Blog

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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Consumers Push Back On Price, Forcing Companies To Seek New Growth

Forrester's Customer Insights

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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What Makes Customers Feel Important? Hear from a CX Research Analyst

Daniel Group

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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Mar 16 – Customer Success Jobs

SmartKarrot

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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10 Questions to Ask Before Buying an LMS

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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What Makes a Great Test Manager?

Centercode

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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Why Outsourcing Data Annotation Services to Africa is a Savvy Business Strategy

Helpware

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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What to Put in the Welcome Letter to Your Testers

Centercode

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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360 Degree Appraisal Format: 9 Types + How to Use Them

SurveySparrow

To conduct successful 360 degree appraisals for your firm, you need a great 360 degree appraisal format. In this blog we will: Define a 360 appraisal format Explore 9 types of 360 feedback formats Answer common FAQs about 360 degree appraisals What is a 360 degree appraisal format? A 360 degree performance appraisal combines anonymous, direct feedback from the employee’s self-evaluation, manager, team members and direct reports.

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The Open CCaaS Advantage Report

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.