CSM Magazine
DECEMBER 11, 2023
The average attrition rate for call center agents in the U.S. and U.K. is between 30% and 45% annually, according to a NICE WEM Global Survey. This is significantly higher than other industries. This high turnover rate not only leads to increased costs in recruitment and training, but also has a negative impact on overall customer satisfaction and brand reputation.
ShepHyken
DECEMBER 11, 2023
Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. When leaders prioritize the customer experience, it influences the entire company culture. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals.
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NobelBiz
DECEMBER 11, 2023
Call flows play a vital role in seamlessly directing customer calls to the right place within your organization. They act as pathways that guide calls from the very beginning to a successful resolution, ensuring a seamless and efficient customer experience. Effective call flow management has the potential to revolutionize customer service, sales, and overall business operations.
Integrity Solutions
DECEMBER 11, 2023
What is cold calling and what does it look like in the current sales world? Your mindset may actually be the key to success. If you want to hear salespeople groan, mention cold calling. It’s true that cold calling can be hard, grinding-it-out work, and the rewards aren’t instant. But sales prospecting is the bread-and-butter, core activity that leads to sales growth and success — and cold calling is one of the most effective prospecting strategies available.
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Step-by-step instructions on how to use AI for growth in your contact center Learn how AI can transform your contact center operations. In this ebook, dig into the different AI technologies, then see how each can help automate tasks, streamline service, and turn your contact center from a cost center to a profit house. Plus, we’ll give you practical tips on choosing the right AI tools, getting them up and running, and measuring their impact.
Connect
DECEMBER 11, 2023
Technology-enabled transformation is a growing trend as operators look to access the latest technologies shaping the contact centre of the future , with artificial intelligence (AI) a key strategic focus. By Martin Cross , Chief Strategy Officer at Connect. As AI adoption in the contact centre gathers momentum for its ability to unlock cost and operational efficiencies and improve customer service by pre-empting customer needs, automating customer interactions, and streamlining the customer expe
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Win the Customer
DECEMBER 11, 2023
In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. The digital era has redefined the dynamics of customer interactions, necessitating a recalibration of strategies to ensure sustainable and successful engagements.
Cisco - Contact Center
DECEMBER 11, 2023
An unprecedented increase in distributed-denial-of-service (DDoS) attacks in recent years has resulted in lost revenue and productivity, increased ransomware costs, and impacted service-level… Read more on Cisco Blogs
Kapta Customer Success
DECEMBER 11, 2023
B2B buying is in danger of becoming a numbers game dominated by procurement professionals, vendor selection checklists, and lowest-price mentality, according to Forrester. However, you don’t have to allow yourself to fall victim to this trend.
Cisco - Contact Center
DECEMBER 11, 2023
We have found ourselves in this wonderful season again. A season of giving, sharing, and remembering—a unique opportunity to slow down and be with those who bring you immense joy and peace.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
Injixo
DECEMBER 11, 2023
Home working is no longer a rare perk for contact center agents. And for many employees, the elimination of commuting, improved work/life balance, and reduction in the expenses associated with going to work in an office has been a revelation. Hybrid working, where part of each working week is spent at home and the rest in the contact center, is becoming the ‘new normal’.
CSM Magazine
DECEMBER 11, 2023
In the changing world of mortgage brokering, maintaining an edge is crucial for long-term success. To navigate the market and outshine competitors, smart brokers equip themselves with a variety of tools to serve clients and manage their businesses efficiently and effectively. In this article, we’ll explore some tools that every mortgage broker should have in their toolkit. 1.
Acquire BPO
DECEMBER 11, 2023
We’re so excited to share that the Dallas Morning News (UVPM: 5,689,832 | Domain Authority: 89) covered the news of Acquire BPO’s new US headquarters! The article is linked here , but it’s a behind a paywall so we’ve attached a PDF version of it as well. The Dallas Morning News is the largest newspaper in Dallas, so this is great visibility! The post Dallas Morning News appeared first on Acquire BPO.
Abby Connect
DECEMBER 11, 2023
2023 was the year of AI. It seems that every SaaS company was coming out with a new AI feature set – to write content, generate ideas, improve efficiencies… and to talk to your customers. When it comes to customer service, what role does AI play?
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
Acquire BPO
DECEMBER 11, 2023
We’re so excited to share that D Magazine features Acquire BPO’s US headquarters announcement! See linked here: Australian Outsourcing Company Opens U.S. HQ in Irving, Plans to Hire 130 (UVPM: 725,617 | Domain Authority: 82). D Magazine is a longstanding and well-known magazine covering Dallas-Fort Worth. It’s the “go-to” magazine, both in print and online, for north Texas.
Working Solutions
DECEMBER 11, 2023
The world of customer experience (CX) is in a perpetual state of evolution, and looking ahead to 2024, several transformative trends are poised to reshape the landscape. Let’s review these exciting developments in the CX arena, driving businesses to new heights of customer satisfaction and loyalty. 1.
Acquire BPO
DECEMBER 11, 2023
Dallas Business Journal has shared the news of Acquire BPO’s US headquarters in Australian company taps Irving for U.S. office, plans to add more than 130 jobs (UVPM: 6,462,409 | Domain Authority: 92)! We’re thrilled to see this article go live. The post Dallas Business Journal appeared first on Acquire BPO.
Working Solutions
DECEMBER 11, 2023
Optimizing occupancy rates in the ever-evolving landscape of healthcare contact centers is both an art and a science. As seasonal demands bring unique challenges, peaks and valleys must be handled with strategic precision. Here are some adaptive strategies to help you optimize occupancy rates when seasonal shifts occur.
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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.
Acquire BPO
DECEMBER 11, 2023
We’re excited to see the announcement of Acquire BPO’s US headquarters is featured in Irving Weekly ! See linked here: Acquire BPO Celebrates Grand Opening Of U.S. Headquarters In Irving Texas (UVPM: 19,139 | Domain Authority: 58). This is Irving’s major news source, so it’s a great press hit. See linked here the press release live on Business Wire as well.
CSM Magazine
DECEMBER 11, 2023
In today’s digital landscape, chatbots have become an invaluable customer engagement and support tool for many businesses. According to Statista, the chatbot market is forecast to reach around 1.25 billion U.S. dollars in 2025, a 657% increase from 2016 levels. This rapid growth underscores the potential of conversational AI to transform customer experiences.
Acquire BPO
DECEMBER 11, 2023
The Dallas Express (UVPM: 79,637 | Domain Authority: 36) has shared news of Acquire BPO’s new US headquarters in, “ Back-Office Company Picks DFW for US HQ ”! The post Dallas Express appeared first on Acquire BPO.
Cisco - Contact Center
DECEMBER 11, 2023
In the pursuit of better security outcomes, organizations have relied on an ever-increasing number of products and services.
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? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Acquire BPO
DECEMBER 11, 2023
We’re so excited to share that D Magazine features Acquire BPO’s US headquarters announcement! See linked here: Australian Outsourcing Company Opens U.S. HQ in Irving, Plans to Hire 130 (UVPM: 725,617 | Domain Authority: 82). D Magazine is a longstanding and well-known magazine covering Dallas-Fort Worth. It’s the “go-to” magazine, both in print and online, for north Texas.
Cisco - Contact Center
DECEMBER 11, 2023
In June of 2022 at the RSA Conference, we announced our vision for the Cisco Security Cloud Platform.
Acquire BPO
DECEMBER 11, 2023
We’re so excited to share that D Magazine features Acquire BPO’s US headquarters announcement! See linked here: Australian Outsourcing Company Opens U.S. HQ in Irving, Plans to Hire 130 (UVPM: 725,617 | Domain Authority: 82). D Magazine is a longstanding and well-known magazine covering Dallas-Fort Worth. It’s the “go-to” magazine, both in print and online, for north Texas.
Cisco - Contact Center
DECEMBER 11, 2023
Embracing sustainability and reducing our environmental footprint has been a longstanding priority at Cisco.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
SmartKarrot
DECEMBER 11, 2023
In the dynamic landscape of technology and innovation, the success of any product or service hinges on the seamless onboarding of customers. As a seasoned professional in the realm of customer success , I’ve witnessed and overcome various challenges associated with customer onboarding. In this article, we will delve into the intricacies of navigating common pitfalls and proposing effective solutions to master the art of customer onboarding.
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