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).
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
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.
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.
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.
Advertisement
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.
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.
Advertisement
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 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.
AWS Machine Learning
OCTOBER 10, 2023
Today, we’re excited to announce that the OpenAI Whisper foundation model is available for customers using Amazon SageMaker JumpStart. Whisper is a pre-trained model for automatic speech recognition (ASR) and speech translation. Trained on 680 thousand hours of labelled data, Whisper models demonstrate a strong ability to generalize to many datasets and domains without the need for fine-tuning.
Advertisement
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.
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.
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.
SQM Group
OCTOBER 12, 2023
SQM Group's customer service research shows that building customer rapport is the second biggest driver for achieving high call center Csat.
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
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
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
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.
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
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
Advertisement
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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.
VirtualPBX
OCTOBER 11, 2023
Guest Blog From Sphinx Solution VoIP , a technology that allows you to make calls over the Internet, has been steadily transforming global communications for the past decade, unlocking significant ROI in communication for businesses worldwide. Where businesses once relied on landline systems with high costs and limited features, they can now access a scalable solution that integrates with other digital tools.
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.
Expert insights. Personalized for you.
81 
Let's personalize your content