CCNG
APRIL 12, 2023
Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. For an industry already facing labor challenges and the need to evolve the pandemic accelerated the need to overcome those challenges. Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses.
Working Solutions
APRIL 13, 2023
What is Onshore Contact Center Outsourcing? Onshore contact center outsourcing is the practice of hiring a third-party provider in the same country as the client to handle customer service. Such a strategy benefits businesses that want to contract out their customer-experience (CX) operations while maintaining close proximity to their customers.
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ShepHyken
APRIL 11, 2023
The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals.
ClearAction
APRIL 13, 2023
Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Have you also considered ICPs as your key to cost containment as well as EPS (earnings per share) growth? Selling to the right type of customers makes everything better.
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The C²Perform Index (C2PI) is a free, quarterly research report built by support practitioners that analyzes over 100 million customer support and contact center interactions across more than 30 countries. The Q1 2025 edition reveals a 153 % year‑over‑year surge in coaching sessions, a 21 % rise in eLearning completions, and early indications of improved knowledge retention and faster internal communication.
CSM Magazine
APRIL 13, 2023
Advanced analytics and automation bridge gaps for improved business outcomes. SuccessKPI, Inc., a leading, cloud-native, contact center customer experience insight and action platform provider, announced key findings such as, more than 40% of contact center decision makers report having limited success with their CCaaS migration efforts. The commissioned study conducted by Forrester Consulting on behalf of SuccessKPI indicates the move to the cloud has been a frustrating journey for many due to
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Blueship Call Center
APRIL 12, 2023
Call Center Outsourcing is the practice of hiring a third-party company to handle customer calls and inquiries on behalf of a business. Here is a straightforward guide to call center outsourcing: Determine your outsourcing needs: Before outsourcing your call center, it’s important to determine your needs. What type of customer service do you require?
Balto
APRIL 10, 2023
Share on Twitter Share on Facebook Share on LinkedIn Share on Email In our 2021 Agent Report , we found that human error — not a lack of training or coaching — was the cause of nearly 66% of mistakes on a call. In general, agents know the right thing to say or do when a call goes awry, they just forget, get nervous, or get bored and slip up. Is this surprising?
Knowmax
APRIL 12, 2023
The post Improving Customer Service Information Accessibility With Knowledge Management appeared first on Knowmax.
ShepHyken
APRIL 14, 2023
This week, we feature an article by Nicole Kyle, Managing Director and Co-Founder of CMP Research. She shares how leaders can keep contact center agents happy and engaged in the changing work environment that now includes hybrid and remote work setups. Customer contact agents hold one of the most important keys to the success of any business in the palms of their hands – customer satisfaction.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Myra Golden Media
APRIL 11, 2023
A whopping one-third of contact centers have laid off employees in the last 12 months, reducing their headcount by about 33%. Despite fewer resources and fewer employees, contact centers are expected to achieve the same or better results. With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs.
Steve DiGioia
APRIL 10, 2023
When 2 “hospitality guys” get together, there’s bound to be many stories and CS/CX secrets to share. Thanks, Tony Johnson for having me as a guest on your podcast. Click here to listen. Some topics discussed: Be specific with your recognition Leadership isn’t about position, it’s about influence and impact Make sure that you work to train and empower your new managers The post Leading Teams To Deliver Exceptional CX Podcast appeared first on Steve DiGioia Customer S
AWS Machine Learning
APRIL 13, 2023
The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of scalable compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are transforming their businesses. Just recently, generative AI applications like ChatGPT have captured widespread attention and imagination.
ShepHyken
APRIL 10, 2023
Top Takeaways: Over the last 20 years, organizations have been busy improving the functional experience (doing more things, faster, and cheaper than ever before) at the expense of the emotional, human experience. In his book, The Human Experience , John Sills shares the three myths that create poor customer service. Myth #1. The Myth of Customer Feedback.
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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
APRIL 11, 2023
Area of expertise: I am a plain language writing expert. I help customer care organizations improve the quality of their written communications with customers. I help customer service agents write better email, chat, social media, text, and chatbot content. I help companies create useful, readable knowledge content for internal and external customers.
JustCall
APRIL 13, 2023
Introduction As per recent figures, in 2023, about 2.67 million apps are available in the PlayStore. With 2796 apps being published daily, this market is expected to get more cluttered and complex. In this competitive space, getting your app noticed is half the battle won. TextPuff.com is a revolutionary platform that allows you to create ‘text me download link’ forms for your mobile apps in seconds.
AWS Machine Learning
APRIL 12, 2023
Globally, many organizations have critical business data dispersed among various content repositories, making it difficult to access this information in a streamlined and cohesive manner. Creating a unified and secure search experience is a significant challenge for organizations because each repository contains a wide range of document formats and access control mechanisms.
ShepHyken
APRIL 10, 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. Customer Experience Is Everyone’s Responsibility by Rebecca Hinds and Sarang Gupta (Harvard Business Review) In today’s digital-first world, achieving great customer experiences is more challenging than ever.
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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.
VirtualPBX
APRIL 12, 2023
As the world becomes increasingly mobile, businesses must adapt to new communication methods in order to stay relevant and effectively reach their customers. One such method that has emerged as an invaluable resource for businesses is texting. Texting provides a convenient, quick, and efficient way for businesses to communicate with their customers, making it an essential tool for businesses of all sizes.
MiaRec
APRIL 11, 2023
Disclaimer: The materials on this site comprise of MiaRec's views; they do not constitute legal or other professional advice.
AWS Machine Learning
APRIL 12, 2023
This is a guest post co-written with Moulham Zahabi from Matarat. Probably everyone has checked their baggage when flying, and waited anxiously for their bags to appear at the carousel. Successful and timely delivery of your bags depends on a massive infrastructure called the baggage handling system (BHS). This infrastructure is one of the key functions of successful airport operations.
Comm100
APRIL 12, 2023
Accessibility is critical in healthcare. Since 2016, the United Kingdom’s National Health Service has enforced the Accessible Information Standard. In the US, the CDC follows the Disability Inclusion in Programs & Activities toolkit. In December 2022, Health Canada published its first Accessibility Plan. These policies outline the commitment of governments to keep accessibility top of mind when delivering services, programs, and communication.
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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.
ThriveableBiz
APRIL 11, 2023
This year is continuing to be unpredictable for small business, throwing both obstacles and opportunities in our path. Here we offer a countdown of 23 actions you can take to navigate through 2023. Not in order of importance but a simple map of steps you can take to set yourself up to thrive. So, let's get into our top 23 tips for small business. 23.
SQM Group
APRIL 11, 2023
We thought it would be helpful to share call center quality assurance tips for improving your QA Scores and customer satisfaction.
AWS Machine Learning
APRIL 11, 2023
RStudio on Amazon SageMaker is the first fully managed cloud-based Posit Workbench (formerly known as RStudio Workbench). RStudio on Amazon SageMaker removes the need for you to manage the underlying Posit Workbench infrastructure, so your teams can concentrate on producing value for your business. You can quickly launch the familiar RStudio integrated development environment (IDE) and scale up and down the underlying compute resources without interrupting your work, making it easy to build mach
FluentStream
APRIL 10, 2023
We started the year off with a bang! (and then 3 more bangs!) We are beyond ecstatic to announce that FluentStream has already won not one, not two, not even three, but four awards for our cloud communication offering and. Read More The post FluentStream Starts 2023 Stronger and Even More Customer-centric than Ever appeared first on FluentStream.
Advertiser: ZoomInfo
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
Cisco - Contact Center
APRIL 12, 2023
When it’s your job to ensure your organization invests in the IT solutions best suited for its desired outcomes, the responsibility isn’t one to be taken lightly.
TeamSupport
APRIL 12, 2023
Any customer support team receives a range of customer requests throughout the day. These can include requests for adding new users, “how-to” questions, password retrieval, and more. The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request.
AWS Machine Learning
APRIL 12, 2023
This is a guest blog post co-written with Hussain Jagirdar from Games24x7. Games24x7 is one of India’s most valuable multi-game platforms and entertains over 100 million gamers across various skill games. With “Science of Gaming” as their core philosophy, they have enabled a vision of end-to-end informatics around game dynamics, game platforms, and players by consolidating orthogonal research directions of game AI, game data science, and game user research.
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