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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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.
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.
Beyond Philosophy
APRIL 13, 2023
FOMO, or fear of missing out, is a powerful marketing tool. The acronym denotes how we do things because we are worried about regretting not doing them later. In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. I witnessed the ubiquity of FOMO while watching the latest Avatar movie.
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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
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.
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.
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.
Cisco - Contact Center
APRIL 14, 2023
Cisco Modeling Labs (CML) 2.5 arrives with annotations, a new feature for all CML license levels. When learning and designing, annotations let you get the most out of your labs.
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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
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.
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.
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.
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.
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!
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.
MiaRec
APRIL 12, 2023
Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best ROI for your contact center.
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.
ConvergeOne
APRIL 11, 2023
We've had the opportunity, through multiple client engagements, to see how companies are utilizing their cloud services and a first-hand view of how many organizations would benefit from a structured approach to cloud computing cost savings. Some corrections are straightforward, and some require rethinking how cloud services are implemented. With that in mind, we wanted to walk you through everything you need to know about managing, monitoring, and reducing the cost of cloud computing services.
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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.
Cisco - Contact Center
APRIL 13, 2023
As rail and mass transit operators are bouncing back from the global pandemic, they are also continuing along their digital transformation journey, looking to create a modern travel experience while… Read more on Cisco Blogs
MiaRec
APRIL 14, 2023
When so many Voice Analytics solutions make the same promises, how will you know which one is right for you? It is important to take the time to understand the differences between potential solutions.
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
Method:CRM
APRIL 11, 2023
Are you looking for a way to keep your customers satisfied and less stressed with their payment experience? A Xero customer portal is a great way to reap benefits like fast payment processing, which are sure to keep customers coming back. In this article, you’ll learn all the benefits of a Xero customer portal. You’ll also get a step-by-step walk-through on how to create a Xero customer portal.
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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.
kommunicate
APRIL 14, 2023
Last Updated on April 14, 2023 In the digital era, customers expect your business to be available 24x 7. Competition keeps heating up, as the barriers to entry to building apps and websites are diminishing. Add to this generative AI tools such as ChatGPT, and we have a situation where there are 20 apps trying [.] The post Lead Generation Chatbots: Everything You Need To Know In 2023 appeared first on Kommunicate Blog.
Cisco - Contact Center
APRIL 13, 2023
What do you do when you need to scale your data center infrastructure, but you don’t have time to manage additional hardware or budget for additional staff?
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.
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