ShepHyken
AUGUST 1, 2023
We have the privilege and honor of working with some amazing clients. One of them asked us to work with her team on a customer experience initiative that included every company employee. One of the regular assignments for their employees is to share examples of how they created a Moment of Magic® for a customer or colleague. They do short write-ups and share them with their managers.
Callminer
JULY 31, 2023
Hear from 34 call center experts about why call center quality assurance (QA) is crucial for businesses to focus on and how it can boost customer satisfaction.
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SoliCall
AUGUST 2, 2023
Increasing the performance of agents in call centers is crucial for delivering exceptional customer service and achieving business goals. Here are seven ways to enhance agent performance in call centers: 1 – Comprehensive Training. Provide thorough training programs to equip agents with the necessary skills and knowledge. Train them on product/service details, communication techniques, problem-solving, and effective call handling.
Enghouse Interactive
JULY 31, 2023
Contact centers have always measured key customer service metrics. However, given the rising importance of customer experience, the metrics used must evolve and change.
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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.
Global Response
JULY 30, 2023
Are chatbots actually beneficial for call centers, or are they really just a new fad? Though 80% of consumers have interacted with a chatbot at some point, only around 23% of companies are currently using them in their customer service. At some point, call centers will need to take chatbots seriously, considering: Can chatbots speed up our workflows and operational efficiency?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
TCN
AUGUST 2, 2023
Interactive Voice Response (IVR) is used in communication between businesses and their customers. It’s a. The post How IVR Can Be Your Contact Center’s Secret Weapon appeared first on TCN.
Hodusoft
AUGUST 2, 2023
Cost Per Call : A Key Metric for Your Contact Center Have you ever wondered how much money you spend to handle a single call? If you’ve mulled over the question, then you must be aware of the concept known as ‘cost per call.’ Cost per call is one of the most important metrics for contact centers. As an owner or a manager of a contact center, you must calculate your cost per call to make sure that you have no inefficiencies in your operations.
TeamSupport
JULY 31, 2023
The data collected in your customer support department does not begin and end with customer support personnel. The benefits of the data collected here touches every other aspect of your business including hiring, product support, marketing strategy, and more. Your customer data is an incredibly rich source of information, particularly if your communication channels are optimized for customer use.
Callminer
AUGUST 4, 2023
CallMiner's VP of Product, Bruce McMahon, shares updates from the 2023.08 release that ensure organizations get flexibility, customization and ultimately, business value from the CallMiner platform.
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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
JULY 31, 2023
Top Takeaways: In the age of advanced technology, it’s crucial for businesses to prioritize the overall customer experience. While chatbots and digital solutions are valuable, human-to-human interactions still plays a vital role, especially when technology falls short. Understanding and predicting customer needs are key to effective customer engagement.
Beyond Philosophy
AUGUST 3, 2023
My podcast colleague teaches introductory marketing to his MBA students, a class offered in their first semester when their energy is high, and their enthusiasm is, too. Inevitably, these same exuberant students will appear at his office hours wanting career advice. Of course, my podcast colleague is an academic, so while he has never steered anyone wrong, he has a limited frame of reference for his counsel.
CCNG
AUGUST 2, 2023
With over two decades of hands-on experience, I've witnessed both triumphs and challenges faced in the pursuit of exceptional customer and agent experiences. Throughout this series, I'll be sharing my personal experiences and lessons learnt with you, carefully weaving together real-life case studies while respecting the anonymity of those involved. My primary aim is to guide you through the pitfalls and offer best practices, so get ready to uncover valuable insights that can shape your contact c
Bill Quiseng
AUGUST 2, 2023
English writer Samuel Johnson said, “People need to be reminded more than they need to be instructed.” So when you prepare your team to engage and WOW your customers, I encourage you to remind them when you say, “Nobody raves about average. Don’t be just good. Be GREAT out there!
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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
AUGUST 4, 2023
This week, we feature an article by Srushti Shah, a digital marketer focused on effectively helping her clients and customers achieve their desired results. She writes about how artificial intelligence and machine learning technology can help businesses automate processes and put more focus on delivering amazing customer experiences. How businesses approach security has changed significantly over the last few years.
Beyond Philosophy
JULY 29, 2023
18 months. That was the timeline Colin gave himself to move from a sales job to a general manager post. It was a long time ago now, the kind of thing one remembers when they look back over a decades-long career. However, it also worked. Colin did make that transition, moving throughout departments and learning new skills, and always with the goal of moving to general manager.
C3Centricity
AUGUST 1, 2023
Customer retention is essential for the long-term success of any business. We all know that happy customers are more likely to make […] The post The Customer Retention Goldmine: How to Keep Customers Happy and Drive Exponential Growth first appeared on c3centricity.
AnomalySquared
AUGUST 4, 2023
In today's competitive business landscape, B2B companies are constantly seeking new ways to enhance their sales strategies and drive revenue growth. One effective approach that has gained significant traction in recent years is B2B Sales Outsourcing and call center lead qualification. By entrusting the sales calling function to specialized service providers, businesses can optimize their sales efforts, achieve higher productivity, and ultimately generate more revenue.
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!
ShepHyken
JULY 31, 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. 12 Steps To Turn Customer Complaints Into Positive Experiences by Young Entrepreneur Council (Forbes) By actively listening to the customer’s concerns, businesses can demonstrate empathy, foster trust and find effective solutions that resolve the issue at hand and enc
kommunicate
AUGUST 4, 2023
Last Updated on August 4, 2023 November 30, 2022 – OpenAI releases ChatGPT to the world. December 4, 2022 – ChatGPT touches 1 million users, making it the fastest growing internet application of all time. January 23, 2023 – Microsoft announces that it is investing $10 billion in OpenAI. February 6, 2023 – Google unveils [.] The post ChatGPT For Enterprises: Use Cases And Solution appeared first on Kommunicate Blog.
Cisco - Contact Center
AUGUST 2, 2023
Exciting things have been happening since we announced the two new entry-level Cisco certifications, the Cisco Certified Support Technician (CCST) Cybersecurity and Cisco Certified Support Technician … Read more on Cisco Blogs
Nicereply
JULY 31, 2023
A customer satisfaction survey – the easiest way to get feedback from your customers. Customer feedback fuels the engine of any business. With actionable feedback, organizations can make informed decisions. When you know what customers think about your product and your service, you’re able to plan strategically and make smart bets. And the easiest way to get customer feedback is by using customer satisfaction surveys.
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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.
MiaRec
JULY 31, 2023
When deciding on a quality management solution for your contact center, you wonder how you can use MiaRec’s Automated Quality Management (AQM) solutions to get the best ROI. At MiaRec, we customize our AQM solutions to meet contact center demands across industries, including healthcare, finance, retail, and more. We believe in catering our AQM solutions to your contact center’s specific quality assurance needs.
AnswerConnect
AUGUST 1, 2023
Considering a virtual receptionist service? Check out these 5 handy tips to prepare your business and hit the ground running! The post How to prepare your business for your virtual receptionist service appeared first on AnswerConnect Blog.
VirtualPBX
AUGUST 3, 2023
In today’s fast-paced digital landscape, effective communication is vital for businesses to thrive. Among the various communication tools available, Text Blast Services have emerged as a popular and efficient way to reach a wide audience instantly. Whether you’re looking to send promotions, alerts, or important announcements, a reliable Text Blast Service can significantly boost your outreach efforts.
kommunicate
AUGUST 3, 2023
Last Updated on August 3, 2023 The month of July came along, and our engineers here at Kommunicate did what they always do best – make your chatbot builder even better. Introducing the Document scanner, letting you convert your document into a chatbot. But that is just one of the many achievements. More details about [.] The post Here’s What’s New From August 2023 || Kommunicate Product Updates 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.
MiaRec
AUGUST 1, 2023
As you consider Voice Analytics solutions for your contact center, you want to know if MiaRec’s cloud-based Voice Analytics solution is secure. How will MiaRec use your data? Will we use your data to train our AI models? At MiaRec we have helped hundred of contact centers to utilize their call data to transform customer experience and automate compliance processes, all while ensuring the data is fully secured.
Cisco - Contact Center
AUGUST 3, 2023
Co-authored by Ian Robertson , Global Business Development Executive of Cloud Computing and Hector Morales , Senior Lead Technical Solutions Architect in Global Partner Organization.
Playvox
JULY 31, 2023
When thinking about workforce management (WFM), often people think of forecasting and scheduling. However, some of the quickest ROI can come from the employee self-service (ESS) aspects of a WFM solution. Much of a team leader’s time is taken away from their key role of providing coaching and development to their people when they have to get involved in manual, immediate, repetitive, and cumbersome tasks like leave approval and shift swaps.
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