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.
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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.
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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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
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.
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.
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.
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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
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
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 […].
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%.
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!
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.
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 […].
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.
AWS Machine Learning
DECEMBER 1, 2022
Amazon SageMaker JumpStart is the Machine Learning (ML) hub of SageMaker providing pre-trained, publicly available models for a wide range of problem types to help you get started with machine learning. JumpStart also offers example notebooks that use Amazon SageMaker features like spot instance training and experiments over a large variety of model types and use cases.
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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.
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.
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.
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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.
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.
CallSource Insights
NOVEMBER 29, 2022
A strong reputation is key to a business’s success. Quick Summary: While it may not generate revenue directly, your company’s reputation is the foundation for all of your local word-of-mouth marketing efforts. Your business reputation is what will build trust and loyalty among customers, and it’s also one of the first things that potential customers will take into consideration when deciding whether or not to do business with you.
Fonolo
DECEMBER 1, 2022
Call center managers know that choosing effective software is key to success. With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. . But how do you buy the call center software and choose from the countless options in a very competitive marketplace?
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