Callminer
FEBRUARY 23, 2021
COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. New Challenges for Call Centers in 2021. Keep reading to see what is on the radar for 2021.
ShepHyken
JULY 19, 2021
To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. AWS Contact Center Day: Best Practices for Great Customer Experience by Zeus Kerravala. ” Jennifer Featherling, director of contact center technology at Priceline, was also part of the program.
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ShepHyken
MAY 24, 2021
Blue Ocean Contact Centers) Discover the three principles of brand loyalty after COVID-19 shifted our buying behaviors (and one interesting exception to the rule.). Best Customer Retention Techniques for Startup in 2021 by Luke Fitzpatrick. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell.
ShepHyken
APRIL 26, 2021
9 New Findings from the 2021 State of the Contact Center Report by Tricia Morris. CustomerThink) Here are nine new findings from the 2021 State of the Contact Center Report which included 400 US and UK contact center and customer experience leaders. Follow on Twitter: @Hyken.
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In 2021, these figures increased further, with 79% of respondents using remote working (which includes hybrid home-office working), and 4% trialing it. In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations.
ShepHyken
APRIL 5, 2021
TotalRetail) Customer service will continue to be a key differentiator in 2021 and beyond, and it’s therefore vital that brands meet the rising expectations of their customers. Here are three customer service trends brands should prepare for in 2021. Help Your Business Stand Out in 2021 With These 6 Tips by Angela Hausman.
ShepHyken
SEPTEMBER 6, 2021
CX Best Practices: Learning from AWS Contact Center Day by Sébastien Stormacq. (No My Comment: About two months ago I had the great opportunity to work with Amazon AWS as one of their speakers at their Contact Center Best Practices Event. State of the In-Store Experience [2021] by Bobby Marhamat.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
Join CCNG's Fireside Chat for an interactive and energetic discussion as CCNG members share insights and predictions for 2021. Industry experts from Avtex, Poly, and Gridspace will share what they have learned in 2020 to help us prepare for 2021. Implementation Strategies for 2021. January 7th, 2021 at 1pm CT Technology.
Speaker: Derek Roberti, VP Technology, Cognigy
Is AI about to take over contact centers entirely? Derek Roberti, VP Technology, North America at Cognigy, joins David Hadobas for this webinar replay to discuss the benefit and actions that can be taken with AI in 2021 to: Enable cost reduction, performance improvement, and new possibilities for customer communication.
Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction
The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment. How to mitigate the impact of an understaffed contact center with conversational AI.
Speaker: Brian Morin & Helena Chen from SmartAction
2021 has not shaped up to be the live agent apocalypse predicted 5 years ago. However, there is no denying there are fewer call center jobs today as self-service capabilities have expanded. Key takeaways: Understand the nature of the 4th industrial revolution & the connection to contact centers.
Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX
But how do contact center leaders assess, manage, and coach agents to show empathy? Take away valuable exercises and job aids to coach agents and improve empathy skills in your contact center. This webinar will cover: Why it’s important for contact centers to understand and practice customer empathy.
Speaker: Brian Morin, CMO & Helena Chen, Director of Product Marketing at SmartAction
Join our most densely packed informational webinar where we discuss the secret sauce behind great speech technology in the contact center –> how NLU augments speech recognition for the highest accuracy possible since speech is never 100% right. January 13, 2021 at 11:00 am PST, 2:00 pm EST, 7:00 pm GMT.
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