Blueship Call Center
OCTOBER 9, 2023
As one of the primary factors in determining a company’s success, providing excellent customer service must be continuously improved. Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue. Fortunately, there are several strategies you may use to raise the performance of your workforce.
The Northridge Group
OCTOBER 12, 2023
Call centers have picked up the reputation of being considered little more than a customer support channel. But while helping customers is a primary function of a service center, they can be so much more than that. By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts average customer lifetime value (LTV).
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TCN
OCTOBER 11, 2023
Effective agent management is vital to ensure your call center is operating at maximum efficiency. The post Best Practices for Workforce Management in Call Centers appeared first on TCN.
Cyara
OCTOBER 12, 2023
Every year, the term "Open Enrollment" instills fear into management teams and agents at contact centers across the United States. Despite awareness of its impending arrival, open enrollment continues to pose numerous challenges for contact centers nationwide.
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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.
JustCall
OCTOBER 11, 2023
The struggle to get back into productivity mode after dealing with multiple tools is real—so says Cornell research. Reportedly, people spend 36 minutes every day switching back and forth between applications. And it takes agents 9 and a half minutes to get back into a good workflow: Imagine the magnitude of time that must get wasted with agents transferring thousands of calls every day.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Tethr
OCTOBER 10, 2023
Learn how businesses are using call center automation to increase efficiency without sacrificing quality of care.
NobelBiz
OCTOBER 9, 2023
In the dynamic and ever-evolving world of call center management, owners and operations managers face a myriad of challenges that demand their attention and expertise. From the constant quest to deliver exceptional customer service to the intricate balancing act of optimizing team performance, this realm is a labyrinth of complexities. Today we’ll delve deep into the pain points that frequently plague call center executives.
LiveVox
OCTOBER 9, 2023
Part II: Key Systems to Consider Part I of this blog post discussed how organizations have responded to the three “Cs” of communication, collaboration, and connectedness needed for agents and supervisors. This post explains the opportunity to revitalize the contact center and examines the new technologies and tools that are on the horizon which can […] The post Agent Communication, Collaboration and Connection in a Hybrid World: Part II appeared first on LiveVox.
JustCall
OCTOBER 11, 2023
Imagine running an e-commerce brand and reaching out to hundreds of customers each day. You’re notifying them of their order status, answering queries, or sharing promotional offers. With SMS, you hit the bullseye. Why? 54% of customers prefer to receive text messages. The reason isn’t hard to deduce; 80% of these messages are opened within the initial 10 minutes.
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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.
ShepHyken
OCTOBER 10, 2023
The title of this article may sound like a lesson in sales, but it’s much bigger than that. It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant.
Callminer
OCTOBER 10, 2023
From inflation to climate change, this blog explores the top trends impacting modern insurers, and how these teams can improve customer experience while reducing costs.
Beyond Philosophy
OCTOBER 12, 2023
If you have too much to do because you’ve agreed to do too many things, then you could suffer from a cognitive bias identified and explained by Daniel Kahneman and Amos Tversky called the Planning Fallacy. Today, we look at why this happens and what you can do about it in the future. The Planning Fallacy is rooted in optimism and affected by how we think about the future.
CCNG
OCTOBER 11, 2023
Imagine you just came back from an unplanned trip to your aging parents and have a package you want to return, but it's been over 30 days. You try to resolve the issue yourself and spend 10 minutes on the company's website; you even try the automated chatbot, the dreaded last resort. Nothing. You search for a phone number, and after some digging, you finally uncover it.
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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.
ShepHyken
OCTOBER 9, 2023
Top Takeaways: Conversational AI technology, powered by artificial intelligence, has revolutionized customer support by providing efficient and personalized assistance to customers. This technology can understand customers’ queries, provide relevant answers, and guide them toward a resolution. Combining AI and human agents can create a seamless and effective customer experience.
The Northridge Group
OCTOBER 12, 2023
By rethinking how your organization approaches customer support, you can transform your call center into a loyalty center that reduces churn and boosts Customer Lifetime Value (CLTV). Here are four tips for turning your call center into a loyalty center: 1. Prioritize the Experience Customer support agents are trained to solve problems as efficiently as possible so they can handle the next call in the queue.
Beyond Philosophy
OCTOBER 7, 2023
For many of us, planning can be an area of opportunity. We underestimate how much time something will take and how much time we will have available for something, particularly regarding project completion. However, Daniel Kahneman and Amos Tversky explained why we do this, and we will tell you what we can do about it. Kahneman and Tversky call this phenomenon the Planning Fallacy.
C3Centricity
OCTOBER 10, 2023
Do you always need the market research studies you run? You might have seen a recent post of mine on LinkedIn where […] The post Do Less Market Research But Know Much More About Your Customers first appeared on c3centricity.
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!
ShepHyken
OCTOBER 12, 2023
This week, we feature an article by Philip Portman, Founder/CEO of Textdrip , a texting platform for insurance, mortgage, real estate, and solar sales. He shares how SMS automation can be leveraged to enhance customer experiences by providing personalized and timely interactions. In an era where customers value personalized and timely interactions, SMS automation has emerged as a powerful tool to create exceptional customer experiences.
Toister Performance Solutions
OCTOBER 12, 2023
Imagine two customers call a contact center at the same time. They're both experiencing the same issue—a promised discount wasn't applied to their last order. The two reps taking their respective calls follow the same routine: Listen to the customer Apologize for the issue Solve the problem The only difference is how each rep communicates. Alton uses general language.
AWS Machine Learning
OCTOBER 11, 2023
What is the optimal framework and configuration for hosting large language models (LLMs) for text-generating generative AI applications? Despite the abundance of options for serving LLMs, this is a hard question to answer due to the size of the models, varying model architectures, performance requirements of applications, and more. The Amazon SageMaker Large Model Inference (LMI) container makes it straightforward to serve LLMs by bringing together a host of different frameworks and techniques t
Call Experts
OCTOBER 12, 2023
In an increasingly digital world, where communication often occurs through screens and keyboards, there are moments when we find ourselves saying, I need to speak to someone!” Whether seeking assistance with a complex issue, making a critical inquiry, or simply wanting to connect with another human being, the phrase “I need to speak to someone” holds a special significance.
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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
OCTOBER 9, 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. 5 Elements to Maintaining Consumer Trust in Today’s Experience Economy by Barbara Holzapfel (Fast Company) Earning customer trust does not require a complex strategy, but it needs a thorough understanding of the customer and a strong desire to deliver truly differentiated a
Cisco - Contact Center
OCTOBER 12, 2023
Last year’s Cisco Partner Summit was fantastic, and I really enjoyed presenting about how my team is driving improvements in the way Cisco and our Partners work together.
AWS Machine Learning
OCTOBER 11, 2023
Amazon Kendra is a highly accurate and simple-to-use intelligent search service powered by machine learning (ML). Amazon Kendra offers a suite of data source connectors to simplify the process of ingesting and indexing your content, wherever it resides. Valuable data in organizations is stored in both structured and unstructured repositories. An enterprise search solution should be able to provide you with a fully managed experience and simplify the process of indexing your content from a variet
Comm100
OCTOBER 9, 2023
The sudden birth of ChatGPT into the mass market has created as many questions as it provides answers. Hailing from OpenAI’s cutting-edge technology, ChatGPT has rapidly risen to fame, offering an interactive experience that feels remarkably human. Its sophisticated ability to understand and generate human-like text has unlocked opportunities across sectors, one of the most intriguing being customer service.
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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.
Momentum Telecom
OCTOBER 10, 2023
Acquisition Enhances Momentum’s Voice-Enabled Microsoft Teams Offer and Boosts Collaboration Market Leadership ATLANTA – October 10, 2023 – Momentum , a leading global provider of managed services and next-gen managed network solutions, today announced it has entered a definitive agreement to acquire G12 Communications , a Seattle-based provider of voice-enabled and Operator Connect Microsoft Teams solutions.
ConvergeOne
OCTOBER 10, 2023
I’ve covered the risks that AI can introduce to your organization. Now, let’s discuss the ways that AI can be utilized to bolster your cyber security program.
AWS Machine Learning
OCTOBER 10, 2023
Machine learning (ML), especially deep learning, requires a large amount of data for improving model performance. Customers often need to train a model with data from different regions, organizations, or AWS accounts. It is challenging to centralize such data for ML due to privacy requirements, high cost of data transfer, or operational complexity. Federated learning (FL) is a distributed ML approach that trains ML models on distributed datasets.
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