Contact Center Pipeline
DECEMBER 1, 2022
The COVID-19 pandemic did disrupt the old normal of grabbing coffee and rushing into the office. Today it’s more like hitting the alarm and running to your work desk to log in to take calls. The pandemic did teach us new ways of adapting to the changing circumstances, and it taught most of us that […].
Callminer
NOVEMBER 28, 2022
Call center metrics, including call tracking metrics, can make improving operations at your contact center much easier to manage. Read this blog for the top metrics to consider and measure.
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LiveVox
NOVEMBER 29, 2022
A motivated call center team can make all the difference for a company, so it's important to find ways to motivate your team and keep them engaged in their work. In this article, we share five tips to help you motivate your call center team and keep them happy. The post How to Motivate Your Call Center Team: 6 Hot Tips appeared first on LiveVox.
Advantage Communications
NOVEMBER 30, 2022
Contact center artificial intelligence (AI) is a type of software that enables customer service reps to automate tasks, including customer support. This can be used to create a self-service system where customers can find answers to their questions without needing to speak to a customer service representative, dramatically improving the customer experience and improving efficiencies for customer support teams.
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.
Babelforce
NOVEMBER 30, 2022
Do you know your DTMF IVRs from your ACDs? Or your conformance rates from your utilization rates? There’s a lot of terminology to get your head around in call centers and customer experience. (Working with contact centers around the world, we know that better than anyone!). That’s why we’ve put together a glossary covering some key CX terms, with some links to further resources so you can become your company’s CX expert in no time.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Balto
NOVEMBER 29, 2022
The call center industry has evolved dramatically in recent years, particularly with pretty incredible advancements in call center technology. From utilizing cloud call centers to self-service channels and the rise of AI software, a contact center is no longer a remote office with a few business phone lines. Customers nowadays have a set standard of expectations when they need to seek support or contact your sales team.
Babelforce
NOVEMBER 30, 2022
VoIP technology has made outbound calling more affordable than ever. It’s no longer a type of contact used only for high-value sales calls. But, this doesn’t mean you no longer need to think about how you make outbound calls. An effective outbound calling strategy will ensure you maximize your agent’s efficiency and outbound budget. In this post: What is an Outbound Calling Strategy?
Calltools
NOVEMBER 30, 2022
A properly configured dialer is a vital component to help support both call agents and customers. When a dialer works correctly, it helps to make calls easier for agents and provides a smoother experience for customers. The dialer configuration should take on the “heavy lifting” of calls, allowing agents to focus on converting leads and assisting customers more efficiently.
NobelBiz
NOVEMBER 29, 2022
After completing a purchase, your customer service department may be the only point of contact a consumer has with your organization. These interactions between a business and a client are restricted by many parameters. In order to deliver a successful customer service experience within your company, it is essential to put in place all the necessary components.
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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.
ShepHyken
NOVEMBER 30, 2022
A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. . A company changed its invoicing terms. It wanted to tighten its terms to get paid sooner, with larger penalties for late payment. . A retail store changed its return policy.
CCNG
DECEMBER 1, 2022
We close out this series on how to use your professional network to get maximum value from your connections, peer-to-peer interaction, and the collective insight and experience of colleagues. The best-practices we’ve covered give you a great foundation for building, leveraging and sustaining a truly powerful professional network. We’ll leave you with one final thought and recap a full spectrum of strategies.
Callminer
DECEMBER 2, 2022
CallMiner's VP of Product Innovation, Bruce McMahon, shares highlights from the 2022.12 release in his latest product innovation blog.
Beyond Philosophy
NOVEMBER 26, 2022
Recession is a natural step in the economic cycle, but it’s easy to get overwhelmed by all of the bad news. When economic downturn occurs, we all feel it. Corporations tend to cut back in a downturn, neglecting things like customer experience. To differentiate yourself from everyone else, you should double down on these services while others cut back.
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Preparing for impactful coaching sessions shouldn't be a bottleneck to success. "Innovation Insight: Coaching Tech to Boost Customer Service Performance" from Gartner shows practical ways to turn this around. In the research, Gartner found that “customer service and support supervisors, who are responsible for coaching, often lack availability and only spend an average of 30% of their time on it.” 1 We believe this valuable resource offers an objective look at how technology can facilitate more
ShepHyken
DECEMBER 2, 2022
This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. It may seem like we are lurching from one crisis to another at the moment – and at the heart of it all is financial uncertainty.
Contact Center Pipeline
NOVEMBER 30, 2022
This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost importance for our remote workers–writing well. The pandemic has brought a surge in independent workers, and Kim helps our readers learn how best to navigate these contract arrangements. In his timeless […].
Fonolo
NOVEMBER 29, 2022
New call center managers have a lot to wrap their minds around. Coming in fresh to a new company allows you to implement improvements and make real change happen. But with the opportunity to grow comes with, well, growing pains. Overhauling your call center operations can seem outright impossible without a little guidance and know-how. Whether you are that new call center manager or a seasoned pro who wants to pick up some new ideas, we’ve packaged everything you need to know to help you improve
AWS Machine Learning
NOVEMBER 30, 2022
We’re thrilled to announce that Stability AI has selected AWS as its preferred cloud provider to power its state-of-the-art AI models for image, language, audio, video, and 3D content generation. Stability AI is a community-driven, open-source artificial intelligence (AI) company developing breakthrough technologies. With Amazon SageMaker , Stability AI will build AI models on compute clusters with thousands of GPU or AWS Trainium chips, reducing training time and cost by 58%.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
ShepHyken
NOVEMBER 29, 2022
Making Valuable First Impressions . Creating Amazing Experiences that Make Customers Come Back (Again and Again) . Shep Hyken interviews Dominic Constandi, client services and customer success leader and Chief Customer Officer at ZoomInfo. He shares what customer service professionals can learn from their own experiences and use to create lasting value at every point of their customer’s journey. . .
Contact Center Pipeline
DECEMBER 2, 2022
TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2022. I […].
aircall
DECEMBER 1, 2022
The customer support landscape is far from what it was several years ago. Where once the expectation was limited availability, phone-based service with long wait times, it is now a multi-channel, always-on, fast-response support machine. These customer expectations are growing in line with increasing competition, resulting in heightened pressure for customer support teams to impress and retain customers using innovative communication methods.
ConvergeOne
NOVEMBER 29, 2022
For both technology implementation and processes, rigidity and a lack of cohesiveness simply cannot be part of the modern digital enterprise. As technology research firm International Data Corp. (IDC) notes, today’s digital infrastructure architectures are transforming from silos to flexible resources. IDC describes the digital infrastructure ecosystem as encompassing ubiquitous deployment, autonomous operations and cloud-native technology.
Advertiser: ZoomInfo
In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.
ShepHyken
NOVEMBER 28, 2022
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. When CEOs Engage Directly with Customers by G. Tomas M. Hult. (Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated.
Contact Center Pipeline
NOVEMBER 29, 2022
Find Out What the Data Reveals. Change. It’s inevitable, as they say. But over the past few years it’s felt like the world as we know it has been transforming at lightspeed. During the early days of the pandemic, the digitization of customer interactions accelerated by three to four years, with three times as many […].
ChurnZero
DECEMBER 2, 2022
Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Re-segmenting your customer base is a natural evolution of your company, product, and team’s growth. All CS leaders eventually undertake this exercise to scale engagement and improve the customer experience.
AnswerConnect
NOVEMBER 29, 2022
Lead capture is a fundamental part of sales. But are you making the most of the opportunities that pass through your website? The post How to capture more leads through your website appeared first on AnswerConnect Blog.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
Join this brand new webinar with Tim Buteyn to learn how you can master the art of remote onboarding! By the end of this session, you'll understand how to: Craft a Tailored Onboarding Checklist 📝 Develop a comprehensive, customized checklist that ensures every new hire has a smooth transition into your company, no matter where they are in the world.
Russel Lolacher
NOVEMBER 28, 2022
In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. A few reasons why he is awesome – He’s a speaker and writer on engagement, and the Police Chief of the Mountain View Police Department, rising through their ranks over the last 20 years.
kommunicate
NOVEMBER 29, 2022
Last Updated on November 29, 2022 We have not, thankfully, seen any of the nightmare scenarios envisaged by science fiction. But the reality is that we now rely on many AI-powered (artificial intelligence) systems. In fact, some estimates state that 76% of companies are now using some form of automation to make their business operate [.]. The post Chatbot Strategy: Increasing Customer Engagement Through Messages appeared first on Kommunicate Blog.
ChurnZero
NOVEMBER 29, 2022
This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. At the time, I was a sales engineer, and my job was to close deals and move on to the next prospect.
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