Fonolo

SEPTEMBER 28, 2021

Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same.

Call Center 150

Call Center Management Agent burnout Employee engagement 150

Contact Center Pipeline

SEPTEMBER 29, 2021

Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While the expectations are that all agents will adhere to call scripts, manage conflicts and comply with regulations while treating customers with empathy, how do you make sure?

Scripts 147

Scripts Contact Center Management Technology 147

NICE inContact

SEPTEMBER 29, 2021

Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers.

Call Center 83

Call Center Contact Center Customer Experience Management 83

ShepHyken

OCTOBER 1, 2021

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses. It has built a stable reputation for itself in the past decade.?

Customer Service 408

Customer Service Chatbots Interactive Voice Response Customer Support 408

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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.

Contact Center

Myra Golden Media

OCTOBER 1, 2021

Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy. So what makes a person sound friendly over the phone? Turns out, it’s easy to sound friendly with customers.

Feedback 310

Feedback Personalization Customer Experience 310

Contact Center Pipeline

SEPTEMBER 30, 2021

This month, our readers have turned their interests and attention toward topics of empathy, vision, quality programs and leaders, and how to show appreciation to our agents for the upcoming Customer Service Week in October. Here are our top 5 blog posts in September. 20 Empathy Statements to Show Stressed-Out Customers That You Care These […].

Customer Service 147

Customer Service Coaching Contact Center Call Center 147

ShepHyken

SEPTEMBER 29, 2021

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?

Customer Service 402

Customer Service Customer Experience 402

SharpenCX

SEPTEMBER 29, 2021

As a manager, your executive team is consistently pushing you to keep employees engaged, reduce turnover, increase profitability and efficiency. I understand. Your task list is long and overwhelming. Where do you start? We’ve compiled four employee training templates to give you practical strategies to increase learning and training in your contact center.

Contact Center 137

Contact Center Coaching Employee engagement Call Center 137

Beyond Philosophy

SEPTEMBER 25, 2021

We all love to keep what is ours. As soon as we have possession of something, it becomes part of our “endowment,” a fancy word for “our stuff.” Psychologists call this the Endowment Effect, and it explains how we value things that we have, even if we got them for free. However, we also hate losing our stuff, even more that we enjoy getting new stuff.

Sales 150

Sales Consulting Consulting Surveys 150

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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.

Analytics

Contact Center Pipeline

SEPTEMBER 28, 2021

In appreciation… A dream doesn’t just happen. It takes determination, hard work and a “stick with it” mentality. This describes our long-time editor, Susan Hash. Susan and I began working together in 2000. By 2008, I was “retired,” cruising up-and-down the east coast. And Susan had started her own business. In November of that year, […].

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ShepHyken

SEPTEMBER 28, 2021

Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.

Sales 369

Sales Customer Experience Customer Service Personalization 369

Fonolo

SEPTEMBER 30, 2021

Efficiency is important to every business, but in a call center, it directly impacts your success. While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. Adherence is the biggest factor in achieving ROI from a workforce management perspective. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed

Call Center 136

Call Center Schedule adherence Agent burnout call center software 136

OrecX

SEPTEMBER 28, 2021

You have two primary options for recording your customer conversations today - premise and cloud. Premise recording stores your recordings in-house on physical servers at your locations. Cloud recording stores your calls on the web on secure servers hosted by cloud providers. There are advantages to both, but we are going to focus on the many benefits of cloud recording.

Analytics 126

Analytics Call Center 126

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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.

Contact Center

Help Scout

SEPTEMBER 28, 2021

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges. Help Scout has been a fully remote company for over 10 years now — with 129 people across 80 cities around the world — so our hiring process has to be aligned with our remote culture. That means: Optimizing interviews for people in different time zones.

Engineering 126

Engineering Feedback Technical Support Surveys 126

Guru

SEPTEMBER 30, 2021

As an SDR, one of the main places we go to begin research on a person we’d like to reach out to is LinkedIn. Over the years, LinkedIn has transformed from the buttoned-up professional platform it once was to a space where individuals can influence, build a following, and show much more transparency into their job experience and life outside of the workplace.

Sales 121

Sales Personalization 121

Customer Contact Central Submitted Articles

SEPTEMBER 27, 2021

There's often a misconception that CX automation replaces Human jobs.

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Spearline

SEPTEMBER 28, 2021

Voice technology is changing the way humans engage with and interact with systems and processes. Businesses are rapidly getting on-board to gain competitive advantage but how to voice-bots perform where a phone call is not exactly high-quality? Learn about Spearline’s research into the relationship between telephone audio channel degradation and the success of voice-bot applications. .

Technology 105

Technology Telecommunications 105

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!

Customer Experience

Kapta Customer Success

SEPTEMBER 27, 2021

Creating an ironclad plan for key account management that guides individual account growth and gives you organization-wide insight isn't easy. As you try to implement team-wide processes, individuals may have routines or procedures that are more geared toward B2C account management rather than B2B account management.

B2B 105

B2B Accountability B2C Management 105

pindrop

SEPTEMBER 26, 2021

Deepfakes are generative media in which a person in an existing image or video is replaced with someone else’s likeness. Deepfakes leverage powerful techniques from machine learning and artificial intelligence to manipulate or generate visual and audio content with a high potential to deceive. The main machine learning methods used to create deepfakes are based on deep learning and involve training generative neural network architectures.

Technology 103

Technology Call Center Personalization Banking 103

Quality Contact Solutions

SEPTEMBER 29, 2021

Can you guess the percentage of businesses, large and small, that want to reduce their labor costs? Well, that is an easy answer even without researching the specific data, as it would be (or should be) 100%. Large or small companies alike, the number one cost associated with most companies is labor, with workspace being a close second. Understanding Workforce Expenditures is Fundamental to Reducing Labor Costs These days, labor costs are fluid and ever-changing.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Call Center Technical Support 98

Spearline

SEPTEMBER 30, 2021

Virtual meetings have been the mainstay for many businesses for quite some time, but since early 2020 the demand for virtual meetings has expanded significantly. Not only are businesses doing more virtual communications than ever, social events have moved online too. As the business world now considers new norms of working, many are looking to “hybrid” models offering staff more work-from-home flexibility with brick-and-mortar office facilities available to support occasional on-site

Telecommunications 98

Telecommunications Marketing Personalization Management 98

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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.

Vistio

SEPTEMBER 30, 2021

Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent performance, along with keeping up with the latest trends in the industry. In an attempt to help weed through the vast number of influencers, consultants and leaders out there, we have constructed a list of leaders in the CX field that are great resources to utilize to help you stay on top of this ever-evolving industry landscape.

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

Nicereply

SEPTEMBER 28, 2021

Whether it’s a help desk to process tickets or software to collect feedback easily, there’s a software solution that will make your job easier and more efficient. For many people, customer service is a key factor when deciding whether or not to do business with a company. In fact, Microsoft Dynamics 365 found that 90% of people consider customer service important in their choice of brands.

Customer Service 98

Customer Service call center software Surveys Analytics 98

Momentum Telecom

SEPTEMBER 29, 2021

The needs and preferences of the modern workforce are rapidly evolving. Even when the pandemic is over, remote working will likely continue to be widespread. Today, organizations are exploring the possibility of creating a hybrid workforce that’s more efficient and productive. But there’s one significant challenge that every company must overcome before building a hybrid workforce.

Interactive Voice Response 98

Interactive Voice Response Contact Center 98

kommunicate

SEPTEMBER 27, 2021

Intro This is the era of the consumer. Everything a brand does or plans to do depends on what consumers wish to buy or see. Customization and personalized experiences are at their peak, and brands are competing with each other for consumer attention. In addition, the existence of multiple channels has enabled countless touchpoints where [.]. The post NLP Chatbot – All You Need to Know in 2021 appeared first on Kommunicate Blog.

Chatbots 98

Chatbots Personalization Customer Support 98

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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.

Customer Experience

Help Scout

SEPTEMBER 30, 2021

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how.

Customer Support 124

Customer Support Customer Service 124

NobelBiz

SEPTEMBER 28, 2021

Many elements contribute to the establishment of trust between your contact center and a client, including phone reception, treatment efficiency, speed, and correctness of replies. However, the fact that the number is familiar and immediately identifiable contributes significantly to that confidence. So, why are virtual numbers so important for contact centers?

Contact Center 98

Contact Center contact center solutions Contact center software Telecommunications 98

ConvergeOne

SEPTEMBER 28, 2021

Moreno Valley Unified School District (MVUSD) has developed a highly successful Cyber Academic Pathway program that was recently profiled in SynED’s Agents of Change: Cybersecurity Career Pathways in the Inland Empire. Donna Woods, a teacher at Canyon Springs High School, first developed the idea for the program five years ago. She partnered with Chris Lorenz of Valley View High School to create cybersecurity after-school clubs.

Education 97

Education Management 97