Customer Contact Central Submitted Articles
OCTOBER 5, 2022
During a recession, contact centers and call centers are still in high demand. But how does an economic downturn effect the industry?
NobelBiz
OCTOBER 5, 2022
NobelBiz | Blog.
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NobelBiz
OCTOBER 5, 2022
NobelBiz | Blog. How to Measure the Return On Investment (ROI) Of Your Contact Center Solution?
BlueOcean
OCTOBER 10, 2022
The launch of your outsourced contact center implementation may be a strenuous time – there's so much at stake for your business. That said, it shouldn’t be a headache.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Fonolo
OCTOBER 20, 2022
The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more. There’s a staggering amount of sensitive information that flows through a contact center every day. The personal email addresses, passwords, and credit card numbers that are all in a day’s work for a call center, are very desirable to cyber criminals.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Comm100
OCTOBER 10, 2022
The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each
Totango
OCTOBER 12, 2022
Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. .
ShepHyken
OCTOBER 12, 2022
Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. More on why in just a moment. For now, let’s address why companies aren’t using social channels. . When a company tells me they don’t want to participate in social media customer care, I ask why.
Callminer
OCTOBER 24, 2022
In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Contact Center Pipeline
OCTOBER 19, 2022
Today, brands must differentiate the experience they provide their customers or risk losing them to competitors. One way to achieve this level of differentiation is through digital self-service experiences, which empower customers to get answers to questions and complete transactions without having to engage a contact center agent. Use cases can include banking customers who […].
Beyond Philosophy
OCTOBER 29, 2022
Neither of us is much of a runner. In fact, to get us to run with any kind of speed would require some motivation—like a tiger chasing us. That’s because fear is a powerful motivator. Fear is also a powerful tool for marketers to get customers or potential customers to care about something. So, why does fear motivate us so much? Safety is an important value for all of us.
CCNG
OCTOBER 19, 2022
Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. ( Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business.
Fonolo
OCTOBER 26, 2022
When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents. If they’re motivated, your customers will likely feel satisfied. If not? Everything goes downhill.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
ShepHyken
OCTOBER 19, 2022
There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Is what you’re known for delivered consistently? Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. When you visit an Ace Hardware store, do they keep their promise? Are they helpful? Based on all their awards and the comments from happy customers posted on social channels, they deliver. .
Callminer
OCTOBER 27, 2022
A solid core of loyal customers is essential to any growing company. Read on for our list of strategies to improve CX and boost retention.
Contact Center Pipeline
OCTOBER 27, 2022
The word “load” appears in many familiar idioms and phrases. We might “carbo load” before a race or “get loaded” over the weekend. As well, heavy equipment operators must keep an eye out for “shock load” that throws off the balance of the load and puts the machine at risk of tipping over. The Contact […].
Beyond Philosophy
OCTOBER 13, 2022
Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. We created this newsletter in partnership with Streem. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I have. I didn’t know what the whatchamacallit was, but I knew it wasn’t working. Unfortunately, the expert at the contact center didn’t know what the doodad I described was either, so we were at an impasse.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
CCNG
OCTOBER 12, 2022
Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Leadership plays a big part in this. Even as companies are looking at engagement software, AI, process reengineering, and hybrid schedules, there is an additional area where companies can gain traction that can have an immediate impact on employee attraction and retention.
AWS Machine Learning
OCTOBER 26, 2022
Monitoring machine learning (ML) predictions can help improve the quality of deployed models. Capturing the data from inferences made in production can enable you to monitor your deployed models and detect deviations in model quality. Early and proactive detection of these deviations enables you to take corrective actions, such as retraining models, auditing upstream systems, or fixing quality issues.
ShepHyken
OCTOBER 5, 2022
Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car. As I read the story, I realized the salesperson didn’t just sell a car. She created an experience for her customer.
Callminer
OCTOBER 31, 2022
Read this blog for seven tips and best practices for improving CX in the contact center.
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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.
Contact Center Pipeline
OCTOBER 25, 2022
Brands have never been more accessible to their customers than they are today. Whether it’s through a voice call, chatbot, or WhatsApp, or via a company’s mobile app, website, or good old-fashioned email – there’s never been as many options for customers to interact with a brand. But after what can only be described as […].
Beyond Philosophy
OCTOBER 8, 2022
This podcast was created in partnership with Streem. Delta thinks I am a liar. Or at least it felt like they did on this phone call with me. If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted. Video can be the untapped jewel of your experience design, and we will explain why. The problem was a schedule change that put me out of Boston instead of Atlanta.
CCNG
OCTOBER 5, 2022
Each time you engage with your network you are also building (or eroding) your reputation. Paying attention to professional etiquette goes a long way toward adding value and longevity to your network. Good manners and common courtesy are essential when dealing with those that you wish to help and ask for help. The most important forms of professional etiquette are honesty, punctuality, propriety, and diligence.
TeamSupport
OCTOBER 4, 2022
A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to
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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.
ShepHyken
OCTOBER 26, 2022
The Awesome Responsibility is a concept I came up with a number of years ago. It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company. When people walk away from doing business with a company, they will often say things like, “I enjoy doing business with them ,” or, “ They are so helpful.” .
Callminer
OCTOBER 18, 2022
Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including customer, product and brand experience.
Contact Center Pipeline
OCTOBER 20, 2022
On the surface, applying chatbots as virtual assistants for agents and directly for customers, and artificial intelligence (AI) in general, can seem like a daunting and overly complex undertaking. There is serious and creative design, implementation (including problem solving) involved, along with – and most critically – the training of not only the internal teams […].
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