TeleDirect
OCTOBER 1, 2022
What Is a Positive Call Center Environment? Whether your business’ call center is in-house or outsourced, one thing is clear: a positive, fair working environment is paramount to your success. But what is a call center environment? And what makes for a positive one? The term “contact center environment” refers to the atmosphere and culture present within your call center team.
Callminer
OCTOBER 5, 2022
It’s time organizations view surveys as only one customer feedback channel – not the only channel. Read on for three conversation intelligence use cases to upgrade your feedback mechanism.
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ShepHyken
OCTOBER 1, 2022
This week, we feature an article by Dmitry Dragilev, Founder of the keyword and SEO tools, TopicRanker.com , JustReachOut , and Chief SEO Geek. He shares how to get your customer service, sales, and marketing teams in sync. One of the most overlooked struggles for any business’s customer experience is getting every team on the same page. . I saw this at my startup JustReachOut.
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.
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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.
HelpCrunch
OCTOBER 4, 2022
If you typed “How to write chatbot scripts” in your search box, you must have recognized the value and benefits a chatbot is going to bring to your business. Indeed, chatbots are huge resource savers [ … ]. The post Chatbot Script Examples and Writing Tips for Customer Service appeared first on HelpCrunch blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Advantage Communications
OCTOBER 6, 2022
Selecting a vendor to work with when outsourcing your customer service program is a huge decision and entails a lot of research and consideration. A request for proposal (RFP) helps simplify the decision-making process.
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.
Beyond Philosophy
OCTOBER 1, 2022
When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form. The second part covered how memories are connected and the different types of memories we have.
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?
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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 4, 2022
Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4). He shares how customer service teams can implement lessons and best practices that organizations can learn from soccer teams and their fans.
ChurnZero
OCTOBER 3, 2022
Are Customer Experience and Customer Success really the same? If not, what are the differences that set them apart? Perhaps, more importantly, how can businesses leverage both of these practices to improve customer retention and reduce churn?
NobelBiz
OCTOBER 5, 2022
NobelBiz | Blog. How to Measure the Return On Investment (ROI) Of Your Contact Center Solution?
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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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.
Customer Contact Central Submitted Articles
OCTOBER 5, 2022
Frontline supervisors may be your company’s greatest resource for driving customer innovation & revenue growth. Here’s how #ContactCenter #analytics transforms this pivotal role from tactical to strategic.
Transparent BPO
OCTOBER 5, 2022
Transparent BPO Profiles the Leading Candidate This Year By Steve DiBari, VP Operations, Transparent BPO The workplace today is unrecognizable. For decades, workplaces experienced minor changes and occasionally flirted with seismic shifts. And then the pandemic arrived, and all bets were off. Since then, we’ve had ‘The Great Resignation’ only to be outdone by […].
Quality Contact Solutions
OCTOBER 4, 2022
For businesses to be successful, it’s essential to determine how to get quality leads. You know your target audience, but what’s the best way to reach them? In today’s business culture, there are so many ways you can go about the crucial lead generation process. These include paid advertising, social media, email marketing, and many more strategies.
NobelBiz
OCTOBER 5, 2022
NobelBiz | Blog.
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!
AWS Machine Learning
OCTOBER 5, 2022
Face-off Probability is the National Hockey League’s (NHL) first advanced statistic using machine learning (ML) and artificial intelligence. It uses real-time Player and Puck Tracking (PPT) data to show viewers which player is likely to win a face-off before the puck is dropped, and provides broadcasters and viewers the opportunity to dive deeper into the importance of face-off matches and the differences in player abilities.
Toister Performance Solutions
OCTOBER 6, 2022
Average handle time, or AHT, is an important metric in contact centers. It measures the average length of a call. Many contact center leaders track AHT closely because shaving even a few seconds off the average call could allow the contact center to handle more volume without adding staff. A Customer Service Tip of the Week subscriber recently wrote to ask my advice on reducing AHT in his contact center.
AnswerConnect
OCTOBER 4, 2022
Your AnswerConnect Account comes with an AnswerConnect App. Manage your account, view your messages and pursue new opportunities, Anywhere. The post The Ultimate Guide to Your AnswerConnect Mobile App appeared first on AnswerConnect Blog.
Inbenta
OCTOBER 6, 2022
Key Takeaways: During the pandemic, 53% of customers have made calls/emails to the company as much as 9 times to address their concerns. Automating customer support can reduce business costs by up to 40%. 88% of customers expect businesses to have a self-service channel. “Hi there. How can I help you today? Please select the most relevant option for me to assist you with!
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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.
VirtualPBX
OCTOBER 5, 2022
Unplanned emergencies due to inclement weather and other situations can happen anytime. Unfortunately, most businesses don’t think about a communication plan for emergencies until it’s too late. Amid the commotion and uncertainty, sending emergency notifications via a VoIP communications provider can help your business be more prepared on how to message your employees and customers quickly during these unexpected events.
ChurnZero
OCTOBER 1, 2022
Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Organizations invest in MQL and SQL processes without fail. But they stop short of extending that same support to CS generate high-intent leads. Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.
NobelBiz
OCTOBER 3, 2022
NobelBiz Partners with Customer Dynamics to Step Up the Compliance Game in the CCaaS Sector: Omni+ powered by Safe Select, allows you to operate safely in the TCPA world. The post Omni+ Powered by Safe Select: Complete CCaaS Outbound Compliance appeared first on NobelBiz®.
Fonolo
OCTOBER 4, 2022
Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Still with me? Picture this: Y ou’re the coach of a soccer team. The opposing team is about to make a penalty kick, trying to score on your goalie. In net, you need the best of the best to ensure a goal isn’t scored.
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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.
Working Solutions
OCTOBER 3, 2022
Are you training your customer service agents to speak to callers with your company’s specific tone and voice? If not, you are missing out on an opportunity to elevate brand awareness and connect with your customers in an authentic and transparent way. Consumers now choose the companies they purchase from based on what the brand […].
ChurnZero
OCTOBER 5, 2022
This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. In times of economic uncertainty, customer churn is one of the top operational risks facing any subscription-based company.
AWS Machine Learning
OCTOBER 4, 2022
Near-real-time delivery of data and insights enable businesses to rapidly respond to their customers’ needs. Real-time data can come from a variety of sources, including social media, IoT devices, infrastructure monitoring, call center monitoring, and more. Due to the breadth and depth of data being ingested from multiple sources, businesses look for solutions to protect their customers’ privacy and keep sensitive data from being accessed from end systems.
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