Contact Center Pipeline
FEBRUARY 23, 2023
As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out call center staff.
CCNG
FEBRUARY 22, 2023
Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star ratings from five to four stars. While many variables contribute to the drop in star ratings, the recent revisions focus on customer experience scores as a driving factor.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Totango
FEBRUARY 23, 2023
Challenging economic times really put pressure on teams to retain revenue. How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. By collecting and analyzing data that helps you implement and understand the effectiveness of customer success initiatives, CS operations can tie impact to key business outcomes and the bottom line.
LiveVox
FEBRUARY 23, 2023
Developing and maintaining a comprehensive business continuity and disaster recovery (BCDR) plan is a demanding and resource-intensive activity. It’s easy to see why so many businesses adopt a “set it and forget it” approach to disaster recovery. But if the last time you reviewed your plan was before the COVID-19 pandemic, you likely have considerable […] The post Is It (Past) Time to Review Your Contact Center BCDR Plan?
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Avoxi
FEBRUARY 20, 2023
How to Reduce Costs in Your Contact Center Rising costs and an economic downturn…It’s a recipe that’s forcing businesses to look at doing more with less. With rising inflation and reducing non-essential spending, IT leaders are being tasked with creating cost-saving strategies across their operations while continuing to grow their contact center scope in the… The post How to Reduce Costs in Your Contact Center appeared first on AVOXI.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Calltools
FEBRUARY 22, 2023
After-call work (ACW) includes all of the actions that your agents must perform after ending a phone call. These tasks may vary depending on the nature of your contact center and your internal processes. Contact centers looking to streamline their processes and enhance productivity must consider ways to reduce ACW time. The less time agents spend on tasks after a phone call, the more time they can allocate to taking new phone calls.
NobelBiz
FEBRUARY 22, 2023
Website, email, social media, SMS, instant messaging, and mobile applications: the evolution of communication channels over the last two decades has increased the number of available points of interaction between businesses and their consumers. Traditional channels have evolved on one hand and new ones have arisen on the other, as a result of the introduction of new digital technologies and new ways of communication.
Working Solutions
FEBRUARY 23, 2023
Finding a contact center solution that is both efficient and cost-effective can be challenging. While outsourcing customer service functions overseas lowers operating costs, it carries with it certain risks that may outweigh the savings.
Beyond Philosophy
FEBRUARY 23, 2023
Alan Flower is in a pickle, and he came to us for help on a recent podcast. Flower asks, “How can I increase prices and not lose customers?” Since I figure with rising supplier and material goods costs, not to mention energy costs increases, many of you are facing the same issue, I thought we could also discuss it here. I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much b
Advertisement
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
ShepHyken
FEBRUARY 21, 2023
Ten years ago, I wrote an article about why delivering an amazing customer experience is important. While many of those concepts are still valid today, it’s time to modify the list and give a few of the original reasons a facelift to bring them into current times. First, a reminder that an amazing customer experience isn’t about being over the top.
Fonolo
FEBRUARY 21, 2023
The on-going contact center conversion to SIP trunking technology has been an industry success story. Why? For starters, using SIP technology to enable voice and video calls, messaging, and data transmission saves money: up to 50% more, according to Gartner analysts. And SIP trunking is super-flexible; it makes it easy for contact centers to add advanced features like speech analytics, Web Call-Backs (formerly Visual IVR), and conversation scheduling from third-party vendors.
Jon Arnold
FEBRUARY 22, 2023
Last week was my fifth go-round as Chair of the Future of Work Expo in Ft. Lauderdale, and given my travel schedule, this is the first chance I’ve had to get this recap done. As good as the 2022 edition was, this was even better, and am expecting nothing less for 2024. Speakers are already asking about coming back, and am keen to start mapping out the program.
Contact Center Pipeline
FEBRUARY 22, 2023
“I’ve looked at clouds from both sides now From up and down and still somehow It’s cloud’s illusions I recall I really don’t know clouds at all” —Joni Mitchell (Both Sides Now) The hosted cloud, with solutions and also data on third-party networked servers, has arguably dominated the contact center technology conversation for the past […]
Advertisement
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
ShepHyken
FEBRUARY 20, 2023
Top Takeaways: Customers have different levels of tolerance when sharing their information with brands. Some customers are willing to share everything with a brand, some refuse to share anything at all, and there are those that fall in between. This range makes up the different data personas. Using customer data is an opportunity for brands to create an excellent customer experience, whether it is for preventing fraud, marketing, or enhancing personalization.
AWS Machine Learning
FEBRUARY 23, 2023
Over the last 10 years, a number of players have developed autonomous vehicle (AV) systems using deep neural networks (DNNs). These systems have evolved from simple rule-based systems to Advanced Driver Assistance Systems (ADAS) and fully autonomous vehicles. These systems require petabytes of data and thousands of compute units (vCPUs and GPUs) to train.
TechSee
FEBRUARY 23, 2023
Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling. Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first
Contact Center Pipeline
FEBRUARY 21, 2023
Since the dawn of direct-to-consumer retail, customer service has separated leading retailers from laggards. As retail matured and transitioned from brick-and-mortar to online, the contact center’s role in the customer lifecycle gained increasing importance. In today’s post-COVID-19 pandemic world, the contact center continues to be the “front office” for brick-and-mortar and online retailers.
Advertisement
Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
ShepHyken
FEBRUARY 19, 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. Jeff Toister’s Top Tips for Crafting a Successful Customer Culture by Melanie Mingas (CX Network) CX author and keynote speaker Jeff Toister offers his advice for customer experience managers looking to create a winning customer culture.
C3Centricity
FEBRUARY 21, 2023
A lot has been written about the benefits to customers of a company that adopts a customer-first approach. But many companies still don’t understand why it is their best business investment for growth as well. So I thought I would (once again) explain why it would be a good idea for all organisations to adopt a customer-first strategy. At its simplest, putting customers’ needs and satisfaction at the heart of a company’s objectives lead to increased loyalty, positive word of mo
PeopleMetrics
FEBRUARY 21, 2023
Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again. What happened? Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.
AWS Machine Learning
FEBRUARY 21, 2023
We’re thrilled to announce an expanded collaboration between AWS and Hugging Face to accelerate the training, fine-tuning, and deployment of large language and vision models used to create generative AI applications. Generative AI applications can perform a variety of tasks, including text summarization, answering questions, code generation, image creation, and writing essays and articles.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
SQM Group
FEBRUARY 24, 2023
In this week's blog, we cover 7 tips to measure and recover from call center agent burnout, one of the call center industry’s biggest problems.
kommunicate
FEBRUARY 19, 2023
Last Updated on February 19, 2023 Let’s play a game. There are 2 short paragraphs of sentences that follow. ChatGPT wrote one of them. The other one was written by yours truly. Can you tell which one is which? The subject is “ Funny way of explaining the layoffs in the US tech industry.” Paragraph [.] The post Generative AI – The Dawn Of A New Era appeared first on Kommunicate Blog.
ConvergeOne
FEBRUARY 21, 2023
Dell APEX (Application Performance and Experience) solutions are designed to help organizations improve the performance and user experience of their critical applications. Dell APEX combines hardware, software and services to deliver a comprehensive and integrated solution that can help organizations reduce downtime, improve application performance and ensure a high-quality user experience.
AWS Machine Learning
FEBRUARY 24, 2023
In recent years, advances in computer vision have enabled researchers, first responders, and governments to tackle the challenging problem of processing global satellite imagery to understand our planet and our impact on it. AWS recently released Amazon SageMaker geospatial capabilities to provide you with satellite imagery and geospatial state-of-the-art machine learning (ML) models, reducing barriers for these types of use cases.
Advertisement
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Abby Connect
FEBRUARY 21, 2023
In businesses of days past, you may remember a busy lobby or office space populated by endlessly ringing phones. Today, communication and customer service are still vital parts of keeping any business afloat—but more and more, managing these tasks in-house has become as outdated as the rotary telephone.
kommunicate
FEBRUARY 20, 2023
Last Updated on February 20, 2023 Zendesk’s Sunshine Conversations enables businesses to integrate messages from various channels into one continuous conversation and create interactive experiences across all platforms. By providing a unified API and built-in connectors for popular business tools such as Slack and Zendesk, every team within the organization can access a consolidated view [.
Comm100
FEBRUARY 21, 2023
There’s no question that the use of AI in customer service is on the rise. It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3% from 2023 to 2030. So why all this interest? Introducing AI for customer service is allowing organizations in every industry to improve service while cutting costs, improving employee workloads, and more.
Expert insights. Personalized for you.
130 
Let's personalize your content