Contact Center Pipeline
DECEMBER 29, 2022
The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere – and it’s causing an abundance of unhappy customers. The worst part: disruption typically causes a spike in customer service needs, which magnifies customer experience (CX) issues for brands that are not […].
Callminer
DECEMBER 12, 2022
Companies today manage ever-increasing volumes of data. Read this blog for expert tips and best practices for getting started with real-time analytics tools.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
The Petrova Experience
DECEMBER 8, 2022
Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for your business, your customers, and your employees. When we look closely at the impact of customer experience across an organization, we see that it improves operational efficiencies, enhances employee experiences, generates loyalty, accelerates inte
Contact Center Pipeline
DECEMBER 8, 2022
The customer experience (CX) world has been flipped on its head over the last two years. What we saw happen within contact centers at the onset of the COVID-19 pandemic was simultaneously too much and too little of everything. There were too many people trying to contact customer service and support agents to understand if […].
Advertisement
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.
Helpware
DECEMBER 20, 2022
Customer service is now even better with software-as-a-service tools. SaaS helps companies deliver better customer experiences at much lower overhead costs.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Beyond Philosophy
DECEMBER 31, 2022
A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. It reminds me of rabbits.
Callminer
DECEMBER 28, 2022
Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more.
TechSee
DECEMBER 12, 2022
Today’s field service leaders face a growing number of challenges, many of them not dissimilar to those faced by their predecessors. However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. In this post we will examine the trends shaping these challenges, and why leaders are increasingly adopting new strategic approaches to overcome these challenges.
Contact Center Pipeline
DECEMBER 21, 2022
Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to devise sustainable workforce management (WFM) strategies. In today’s challenging job market, it’s crucial for organizations to attract, nurture, and retain quality talent. Paul Stockford of Saddletree Research had stated: “The effective […].
Advertisement
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.
Fonolo
DECEMBER 6, 2022
Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” He’s right! When it comes to contact center development, what Darnell means is that you must engage. You can’t passively improve a call center. . As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center.
ShepHyken
DECEMBER 27, 2022
The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. She shares findings from Authenticx’s Customer Voices Report and how organizations can use data to drive customer experience strategies.
Beyond Philosophy
DECEMBER 29, 2022
As 2022 draws to a close, I like to reflect on the year and what I have learned. I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things were. You can only progress into something new. We have been waiting for things to return to normal for the past couple of years. First, there was COVID and the lockdown, then came the supply chain issues (predicated by said lockdown), labor issues, a war, rising inflation rates, a
Callminer
DECEMBER 26, 2022
Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation intelligence.
Advertisement
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.
HelpCrunch
DECEMBER 28, 2022
A good FAQ page is a great asset for any customer-facing website. However, for eCommerce, it often becomes a critical component that can influence purchase decisions. So, let’s see how to make an eCommerce FAQ [ … ]. The post Top 9 eCommerce FAQ Page Examples and Improvement Tips appeared first on HelpCrunch blog.
Contact Center Pipeline
DECEMBER 27, 2022
“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to get ahead of the curve or shift when you notice that what you are doing is no longer working.” —Monica Thakrar, Forbes “The ability to be able to adapt to adverse circumstances, to un-learn old […].
Fonolo
DECEMBER 15, 2022
Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. Success will look different for every organization. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them.
ShepHyken
DECEMBER 9, 2022
This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. The customer journey is essential to any company’s success. And in today’s digital age, customer service is now more important than ever before.
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!
OctopusTech
DECEMBER 23, 2022
Ok, now that you have decided that your website needs improvements, but that can be done properly when you hire an SEO company and take their help to grow your business. But you must be stuck here on one question i.e. how to find a good SEO consultant? The process of hiring an SEO partner can be a difficult task if you don’t have proper knowledge about search engine optimization.
Interactions
DECEMBER 9, 2022
It’s rare in a generation that you live through one seismic change in your labor model. We’re actually living through a second one. The first was the gig economy. And the second one is a work-from-anywhere model. Most companies are now a work-from-anywhere, hybrid model. Employees work from home, in the office, or some combination. With this new normal, we believe one of the most important areas that needs to be addressed is the area of compliance.
HelpCrunch
DECEMBER 19, 2022
Pages of Frequently Asked Questions, or FAQ for short, are an immensely popular channel of customer self-support. If you somehow don’t have an FAQ page in 2022, it’s high time you get one. In this [ … ]. The post How to Create a Practical FAQ Page: Pro Tips & Examples appeared first on HelpCrunch blog.
Contact Center Pipeline
DECEMBER 14, 2022
Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills? To find out, I interviewed five contact center training experts. Their responses below have been lightly edited for clarity. Q. What do you see […].
Advertisement
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.
Fonolo
DECEMBER 13, 2022
Call center leaders have their work cut out for them. From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Sometimes, it’s hard to find the time to map out call center development goals. . Maybe you have an old action plan from last year that you loosely stick to, but it could use a revamp.
ShepHyken
DECEMBER 6, 2022
The Chief Moment Officer . Building a Customer-centric Culture From the Frontlines to the C-suite. Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. .
Avoxi
DECEMBER 14, 2022
Preventing Toll Fraud from Dismantling Your VoIP Operations Buy Online Get a Free Demo → Get Yours: Telecom Security Guide [Free Toolkit] Toll fraud… It's something you never want to deal with, but with its ever-growing prevalence, it’s something you can’t risk ignoring either. While internet-based tools have made leaps and bounds for organizations in… The post Preventing Toll Fraud from Dismantling Your VoIP Operations appeared first on AVOXI.
aircall
DECEMBER 1, 2022
The customer support landscape is far from what it was several years ago. Where once the expectation was limited availability, phone-based service with long wait times, it is now a multi-channel, always-on, fast-response support machine. These customer expectations are growing in line with increasing competition, resulting in heightened pressure for customer support teams to impress and retain customers using innovative communication methods.
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.
AWS Machine Learning
DECEMBER 29, 2022
Last year, we announced the general availability of RStudio on Amazon SageMaker , the industry’s first fully managed RStudio Workbench integrated development environment (IDE) in the cloud. You can quickly launch the familiar RStudio IDE and dial up and down the underlying compute resources without interrupting your work, making it easy to build machine learning (ML) and analytics solutions in R at scale.
Contact Center Pipeline
DECEMBER 28, 2022
We live in a challenging, high-stress time that has become known as the new normal. Unfortunately, it has led too often to frayed tempers, rudeness, and a lack of respect. All of which collide in the contact center, resulting in caller and agent frustration and dissatisfaction. There is no excuse for such behavior, by anyone. […].
Totango
DECEMBER 22, 2022
ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can do much of this legwork for you. The fact of the matter is that customers are influenced by word-of-mouth two to 10 times more than they are by paid media. Up to 50% of consumers insist that the recommendations of people they know are the primary drivers of their buying decisions.
Expert insights. Personalized for you.
298 
Let's personalize your content