CCNG

JANUARY 18, 2023

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. The concept is simple. Agents who feel empowered are comfortable making decisions on their own, which gives them a keen sense of ownership with every customer interaction. The conventional wisdom states that this is a win-win for all and seems like a no-brainer!

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Agent Empowerment CCNG Contact Center Morale 195

Contact Center Pipeline

JANUARY 18, 2023

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us. The economy—and spending and consequent demand for service for items and services that need contact centers for—has bounced back. And customers have […].

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Contact Center Chief Customer Officer Cloud contact Customer Experience 147

Genroe

JANUARY 19, 2023

Get the most out of your call centre project with these essential steps to documentation success. Start today! The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

B2B 98

B2B Feedback Marketing 98

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. This figure is about 10 percent higher than the US average employee attrition rate of 47.2%.

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Call Center Brand ambassadors Contact Center Chatbots 155

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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

ConvergeOne

JANUARY 17, 2023

There’s nothing like a chatbot that can’t answer your questions or listening to endless on-hold music to wait for a customer service representative. These scenarios, however, are reflective of today’s customer service environment. Companies face a labor shortage that isn’t going away any time soon. “Companies are trying to hire people that either don’t want to join the workforce, or don’t want that particular job,” says Kathy Sobus, ConvergeOne’s senior director of collaboration go-to-market str

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Self service Interactive Voice Response Chatbots Marketing 98

ChurnZero

JANUARY 18, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. As a Customer Success recruiting firm, we speak with active and passive job seekers all day, every day. Through our candidate outreach and interactions, we acquire lots of qualitative information about why people are looking to leave their current employer and w

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Consulting Consulting SaaS Feedback 98

TeleDirect

JANUARY 16, 2023

There are two main parts to your call, the script and the call flow. Let’s start by looking at each component to understand the full experience. . Call Center Scripting vs. Call Flow Process : What are They? Building a contact center for your business? You’ve probably heard the terms “call center scripting” and “call flow process.” These are two major facets of the customer service and call center industries.

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Call flow Scripts Call Center outsourcing 62

Balto

JANUARY 17, 2023

When it comes to healthcare contact centers, automation is far from new. From the basic switchboard that was patented in 1891 to the automatic call distributor (ACD) algorithm introduced in 1950, the creation and application of artificial intelligence (AI) to autonomously control call distribution has made the modern contact center possible. So, why is automation — a technology that formed the foundation of basic call center operations — still slated to become a top trend in healthcare in 2023?

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Healthcare Contact Center CRM Coaching 52

Beyond Philosophy

JANUARY 14, 2023

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy. For example, I like to make drawings with pen and paper during my sales presentations with a contact. Then, I position the pen toward them during the discussion as an invitation for them to pick up and draw a little bit, too.

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Consulting Consulting Sales Surveys 243

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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

JANUARY 17, 2023

Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in the office and is “ordering” employees to return to the office 3 days/week. He says that remote work is a privilege. Their “coffee tastings” and “storytellings” were used to build […].

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Contact Center 244

Callminer

JANUARY 18, 2023

As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention and patient experience. Read more in this blog.

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Healthcare 182

ShepHyken

JANUARY 18, 2023

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. No. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so. In our customer experience research (sponsored by Amazon), 74% of customers we surveyed said a personalized experience is important. .

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Personalization Advertising Surveys Customer Service 165

Beyond Philosophy

JANUARY 19, 2023

I love technology, but I can still be old-fashioned when working with clients. How? Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid. My analog PowerPoint serves two purposes: These handmade creations will hang on a museum wall with a plaque because of the tremendous amount of raw talent exposed (ahem).

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Consulting Consulting Finance Sales 195

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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

Contact Center Pipeline

JANUARY 19, 2023

I’m seeing contact center trends change, and how could they not? Coming out of the COVID-19 health emergency, consumer life is largely returning to more familiar patterns and expectations when it comes to customer experience (CX), while some behaviors are changing (more on that below). Employee life is dramatically different from three years ago.

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Contact Center Customer Experience 147

Callminer

JANUARY 16, 2023

Read this blog to understand why it’s important to measure customer attrition and take action to reduce and prevent customer churn.

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ShepHyken

JANUARY 17, 2023

Is Technology Taking Over Customer Service? How Customer Experience Drives Business Growth. Shep Hyken interviews Keith Meier, Chief Operating Officer at Assurant, Inc. , an organization that works with companies that manufacture, sell, or finance their customers’ major purchases. He shares how providing customers with a great experience in every support channel they use is crucial to business growth.

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Journey mapping Self service Finance Customer Service 156

Fonolo

JANUARY 17, 2023

If there’s one thing managers need to understand about digital transformation, it’s how artificial intelligence is changing CX in the contact center. The cost savings AI offers makes the move to more automation inevitable. Gartner reports that AI chatbots alone can save the contact center industry up to $80 billion in annual labor costs by 2026. By 2031, the savings could grow to $240 billion.

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Contact Center Interactive Voice Response Chatbots Average Handle Time 154

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

The Northridge Group

JANUARY 18, 2023

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. The $10 billion investment under consideration would increase OpenAI’s value to $29B. A cutting-edge chatbot with advanced capabilities such as writing poems and software code, ChatGPT is capable of formulating human-like answers in seconds and its conversation

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Contact Center Healthcare Chatbots Accountability 128

Avoxi

JANUARY 19, 2023

How Much Does IVR Cost? Long wait times, overwhelmed customer service representatives, and frustrated customers who can't find the information they need…these are the types of issues no international organization can afford to have. Interactive Voice Response (IVR) systems are tools organizations are utilizing to combat these problems by giving call center managers the power… The post How Much Does IVR Cost?

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Interactive Voice Response Wait times Call Center Management 116

ShepHyken

JANUARY 15, 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. 10 Ways to Boost Customer Satisfaction by G. Tomas M. Hult and Forrest Morgeson (Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades.

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Customer Service Benchmark Customer centricity Customer Experience 120

kommunicate

JANUARY 19, 2023

Last Updated on January 20, 2023 The year is 2012. Customer queries are coming into the call center of one of Italy’s biggest car insurance providers. There is a bevy of call center agents, all speaking rapidly on their phones, all looking haggard. Customer queries are on the rise, and the operations manager sees no [.] The post Evolution of Bots in 2022 And Future Trends appeared first on Kommunicate Blog.

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Call Center Management Chatbots 119

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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.

Concentrix

JANUARY 16, 2023

We break down our approach to CX transformation through the three phases of design, build, run and showcase their enterprise-wide impact.

Enterprise 118

Enterprise 118

JustCall

JANUARY 19, 2023

We all know that working from home can be pretty great. You can roll out of bed and start working in your PJs, take breaks whenever you want, and never have to commute. But sometimes, working from home can get lonely. If you’re looking for a change of scenery, why not try working from a coffee shop? Before the pandemic, “working from a coffee shop” was a concept almost alien to many.

Banking 105

Banking Personalization 105

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Furthermore, customers remember their good and bad experiences with brands.

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Customer Experience Metrics Feedback Analytics 88

MiaRec

JANUARY 19, 2023

In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before. To comply with regulatory compliance, such as GDPR or PCI-DSS , and data security policies, contact centers use r edaction to remove sensitive content from the transcripts and audio recordings. This is accomplished by either eliminating or masking personal information such as credit card numbers, social security or account numbers, phone numbers, or dates of birth

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Contact Center Accountability Personalization Analytics 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

ThriveableBiz

JANUARY 18, 2023

In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. What’s our usual reaction to the dreaded recession? When we hear recession talk, we’re likely to go all doom and gloom. We shut our minds to starting or growing our small business because we think everyone’s going to stop spending.

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Marketing Banking Education Feedback 98

JustCall

JANUARY 19, 2023

Time and again, we hear the saying, ‘Work Hard, Party Harder.’ But what if we told you that you could work smart, finish off work more efficiently and quickly, and reach the party sooner? You could push a square-shaped wheel with 10 times your usual energy, and there’s a high chance it won’t budge a lot. However, if you reshaped the same square-shaped wheel into a circular wheel, you could go miles without much effort.

Management 98

Management Technology Sales Personalization 98

Russel Lolacher

JANUARY 16, 2023

In this episode of Relationships at Work, Russel chats with journalist, author and CEO of the Armah Institute of Emotional Justice Esther A. Armah on racial healing and the emotional justice road map for the workplace. A few reasons why she is awesome – she’s an international award-winning journalist, having worked for the BBC and written pieces for the Guardian and Essence magazine, an occasional guest on MSNBC, DEI expert, a playwright, a radio host, and author – her autobiography

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Education Construction Employee engagement Personalization 98