Balto
DECEMBER 4, 2023
This blog post is adapted in part from a webinar hosted by Balto featuring Michele Santagata. Watch the full recording here. Every contact center has the capability to add value to their company through customer acquisition. By leveraging a clear mission, omnichannel solutions, and agent support, you can increase conversions and perpetuate steady growth.
Hodusoft
DECEMBER 6, 2023
Dynamic Scripting: Crafting Personalized Conversations with Call Center Software In the contemporary business world, focusing on customers’ requirements and delivering a personalized experience is essential. This is particularly critical for call centers, where customer satisfaction is paramount for the business’s success. Dynamic scripting, an ultramodern approach to call center scripting, stands out as vital, enabling the creation of customized interactions.
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Tethr
DECEMBER 6, 2023
Learn how conversation intelligence software delivers agent performance insights to improve call center coaching.
LiveVox
DECEMBER 4, 2023
As contact center leaders, you know that every decision you make comes with a cost – often beyond the initial monetary investment. One of the most important things to consider when implementing contact center software is the concept of technical debt. Technical debt is an ongoing issue that can plague your organization’s IT infrastructure, impact productivity, […] The post Avoiding Technical Debt in the Contact Center: Don’t Borrow From Tomorrow To Meet Today’s Deadlines appeared fir
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 Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
DMG Consulting
DECEMBER 4, 2023
The future of contact centers There are questions about what will happen to the contact center in 5-10 years. The post The future of contact centers appeared first on DMG Consulting.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
DECEMBER 6, 2023
In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The best people in customer service, sales, or any frontline customer-facing job avoid escalating a confrontation to the level of a dispute.
LiveVox
DECEMBER 6, 2023
In the ever-evolving customer engagement landscape, contact center technology delivers the most value when it aligns seamlessly with a well-informed business vision. As CIOs and IT leaders define their strategies, they must invest in technology that provides tangible and measurable business benefits. According to the latest State of the CIO study by Foundry, CEOs have […] The post CIOs: Align IT and Contact Center Strategy to Deliver Business Value appeared first on LiveVox.
Beyond Philosophy
DECEMBER 2, 2023
Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? I often say, “None of us are as clever as all of us.” However, sayings are more useful when they can spur action. So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video.
Injixo
DECEMBER 4, 2023
What is 'contact center workforce management' (WFM)? You've probably heard the term many times. But what does it actually mean? How does it fit into the contact center landscape? What are its component parts? And why does it matter? In this post, we're going back to basics to reveal the core elements that make WFM tick and the pivotal role it plays in driving contact center success.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
ShepHyken
DECEMBER 4, 2023
Top Takeaways: The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond their expectations, and providing exceptional service. This mindset can be applied to every organization in any industry. A hyper-personalized experience is making the customer or guest feel like they are the only one that matters, even if it is only for a brief period of time.
Bill Quiseng
DECEMBER 6, 2023
English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.
Beyond Philosophy
DECEMBER 8, 2023
During a recent discussion with a valued client, I uncovered an interesting revelation. While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. What I observed wasn’t a steadfast commitment from their customers; rather, it appeared to be inertia.
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.
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.
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.
Customer Service Life
DECEMBER 4, 2023
Image by Gerd Altmann from Pixabay Nothing can derail a perfect day in the contact center like a public comment from a customer calling your company out for a feature or service that you lack or something you failed to do. Whether it’s on Facebook, X (formerly Twitter), YouTube, Instagram, or some other public forum, a good public rant is almost sure to get the attention of everyone in the company.
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.
TeamSupport
DECEMBER 8, 2023
In today’s customer-centric market, providing exceptional support is non-negotiable. According to research by Microsoft, 59% of consumers have higher expectations for customer service than they did the year prior. As customer expectations continue to rise, businesses must invest in robust customer support software to streamline interactions, enhance efficiency, and ultimately build lasting relationships.
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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.
ShepHyken
DECEMBER 3, 2023
Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How to Avoid Your Cx Initiatives from Being Another Flavor of the Month by Nicole Paul (John DiJulius) You’ve spent months executing a new initiative to help streamline things for your team.
Cisco - Contact Center
DECEMBER 6, 2023
Today we released our annual Purpose Report , which reflects and celebrates the past year’s work towards Powering an Inclusive Future for All—the progress we’ve made against our goals, and the people a… Read more on Cisco Blogs
CSM Magazine
DECEMBER 4, 2023
As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP). In the contemporary corporate landscape, a notable 90 percent of ESG-focused respondents prioritize the environmental aspect, while 52 and 60 percent
NobelBiz
DECEMBER 5, 2023
Business call forwarding is a vital tool that seamlessly redirects incoming calls to ensure constant communication with clients and colleagues. It offers enhanced flexibility and customization compared to traditional methods, allowing businesses to tailor their call management strategies. With advanced VoIP features like simultaneous ringing and call queues, call forwarding enhances productivity and customer service.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
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.
ConvergeOne
DECEMBER 5, 2023
Aims Community College is one of the most progressive community colleges in Colorado, with more than 200 degree and certificate programs, including everything from healthcare to aviation and agriculture. The college specializes in flexible education offerings, including day and evening classes, online course options, and top-rated faculty, serving over 8,000 students across four campuses in northern Colorado.
Cisco - Contact Center
DECEMBER 8, 2023
Last year, Cisco introduced Partnering for Purpose , where innovation and business goals with environmental, social, and governance (ESG) initiatives were highlighted to benefit partners and their… Read more on Cisco Blogs
AnswerConnect
DECEMBER 5, 2023
As your business grows, you face a difficult choice: use an AI chatbot or real people to power your customer service. We explore what both options mean. The post People vs bots: Virtual receptionists or automated chatbots appeared first on AnswerConnect Blog.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
AWS Machine Learning
DECEMBER 5, 2023
This post is written in collaboration with Balaji Chandrasekaran, Jennifer Cwagenberg and Andrew Sansom and Eiman Ebrahimi from Protopia AI. New and powerful large language models (LLMs) are changing businesses rapidly, improving efficiency and effectiveness for a variety of enterprise use cases. Speed is of the essence, and adoption of LLM technologies can make or break a business’s competitive advantage.
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
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.
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