OctopusTech
MARCH 27, 2023
As customer expectations continue to rise, companies are seeking to provide seamless customer experiences across all channels of communication. An omnichannel contact center is a crucial part of this effort, as it enables companies to communicate with customers across multiple channels, including phone, email, chat, social media, and more. What is an Omnichannel Contact Center?
ShepHyken
MARCH 28, 2023
On a recent flight, the captain of the airplane announced over the PA system what time we would arrive at our destination. That would have been enough to make most people happy. However, he continued his announcement with a three-minute-plus speech. We learned that we would take off to the west, make a U-turn a few minutes later to head east, how high we would go, the various cities we would be flying over, that we would take a right turn as we approached the runway to land, and more.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Balto
MARCH 27, 2023
Share on Twitter Share on Facebook Share on LinkedIn Share on Email Back in August 2022, the Conversation Excellence Lab published a report called “ How to Recession-Proof Your Contact Center, According to 360+ Executives ”. That summer, The World Bank announced that most countries were headed toward a recession. For contact centers, that potentially meant that lower revenue, fewer resources, and pressure to do more with less were on the horizon.
Contact Center Pipeline
MARCH 28, 2023
As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.
Advertisement
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
MARCH 27, 2023
When talking to customers, it’s easy to know what you should say to make a good impression. But what are the customer service phrases and language you might use that inadvertently make a negative impression? Some are obvious, of course (never tell a customer no). Some, however, are more insidious. Communicating effectively with customers is more about saying the right words, of course—it’s also about keeping the right principles of communication in mind.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
JustCall
MARCH 28, 2023
The customer service landscape is experiencing a radical transformation, driven by emerging technologies, increasingly savvy consumers, and evolving demands. It is crucial for businesses to stay ahead of these changes to ensure customer satisfaction, which plays a pivotal role in their growth. By embracing the latest customer service trends, businesses can effectively adapt their processes and leverage cutting-edge tools and technologies to streamline their customer service operations.
Global Response
MARCH 27, 2023
Can great customer service really impact your brand, or is good customer service good enough? In today’s saturated marketplace, customer service matters more than ever. As the recent data highlights: 86% of customers would leave a brand they were previously loyal to after just a few bad experiences, with 62% saying just one bad experience is enough to dissuade their loyalty. 68% of customers will pay more for products or services from brands known for their excellent customer service. 89% of con
Topdown
MARCH 27, 2023
The customer experience is one of the most important aspects of an organization. In some cases, the customer experience is even more important than the products being offered. This is especially the case in any service industry in which the customer experience essentially is the product. The sweeping acceleration into the digital era also plays a hand in this, bringing more levels of access to more people all across the nation and the globe.
Callminer
MARCH 31, 2023
Bruce McMahon, VP of Product Management, highlights CallMiner's latest platform enhancements, including new speaker measures by talk time percent and duration, and hierarchy filtering in Alert.
Advertisement
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.
Beyond Philosophy
MARCH 30, 2023
A sure way to fail in your efforts to reach your target customers is not to understand how things work where they are. Some hilarious examples are in this article, “ 11 of the Biggest Brand Blunders. ” This lack of understanding can occur domestically or globally, in different age groups or different cultures. If you don’t know about what is important to your prospects and what they value, you are sure to fail.
CCNG
MARCH 29, 2023
For decades the line between home-life and work-life has been blurring. This has only been accelerating as the equation of internet + mobile devices has caused many of us to stay connected well past our “working hours”. It’s a common habit to check your email on your phone as soon as you wake up, and right before you go to bed because you can’t miss a beat.
ShepHyken
MARCH 31, 2023
This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish.
Callminer
MARCH 29, 2023
More businesses are deploying call center analytics. Read this blog to learn how your current or future call recorder can prime you for effectively implementing conversation intelligence.
Advertisement
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 Pipeline
MARCH 30, 2023
If you have ever attempted to coach a contact center agent with 10-plus years of experience, then you already know that it is a very different scenario than coaching someone with two to three years of experience.
TechSee
MARCH 28, 2023
A few days ago, we hosted a webinar on the topic of Generative AI, Hype or Practical? We were joined by two of our senior technology experts, Hagai Ben Avi, VP of Integrated Solutions) and Renan Schilman, (VP of R&D). Couldn’t make the entire webinar? Not to worry, we have summarized six of the key takeaways below. To watch the webinar, check it out on demand here.
ShepHyken
MARCH 27, 2023
Top Takeaways: Artificial Intelligence (AI) and Machine Learning (ML) bring significant innovations that can truly transform customer service and experience. We now have technology that companies can apply quickly and cost-effectively to deliver the transformational experience customers have expected from the support industry for a long time. Technology can now deliver a conversational feel to the customer’s interaction with a chatbot.
Outsource Consultants
MARCH 28, 2023
Saint Louis Park, MN, March 28, 2023 – Outsource Consultants is once again honored to have made the fourth annual Financial Times ranking of The Americas’ Fastest-Growing Companies. This list, compiled with Statista, ranks companies from across North, Central and South America by their compound annual growth rate in revenue between 2018 and 2021. Honorees of the list have shown extraordinary growth, with a doubled median revenue among participants, up from $12.2 to $22.5 million, making this yea
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!
Contact Center Pipeline
MARCH 29, 2023
While it’s never easy or much fun to tell a customer “no,” you can write it the wrong way—causing write-backs, harming satisfaction, destroying rapport—or the better way. The better way doesn’t mean saying “yes” or making exceptions for super-persistent customers. The better way to write “no” to a customer is candidly, firmly, briefly, and empathetically.
Concentrix
MARCH 29, 2023
Enhances Concentrix’ position as a leader in $550B+ growing CX market Adds clients in attractive growing markets, further diversifying our marquee client list Significantly expands footprint in Europe, Latin America, and Africa Expands breadth and global reach of high-value services and digital capabilities Strengthens support for clients and staff, combining complementary cultures Accretive to revenue […]
HelpCrunch
MARCH 31, 2023
Who hasn’t heard of these two? Maybe the one living on Mars…(but I am not sure of that!). Both do exactly the same – make the customer’s communication seamless, convenient, and effective in any way [ … ] The post Help Scout vs Intercom: Is It a Tie After All? appeared first on The HelpCrunch blog.
Avoxi
MARCH 30, 2023
Don't panic! Call spikes happen. Learn easy call queue management strategies to get your contact center call queues under control.
Advertisement
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.
TeamSupport
MARCH 30, 2023
TeamSupport is all about customer-centricity; it’s built in our DNA. So, we regularly update and enhance our products to ensure we’re providing you, our customer, with software that can grow with you and support your customer service efforts. Detailed below are the features we’ve released in the first quarter of 2023: SUPPORT OUR CUSTOMER SUPPORT TICKETING SYSTEM New Ticket Template Customers can now enhance their customer support team efficiency by creating ticket templates based on their produ
ChurnZero
MARCH 31, 2023
The purpose of a Customer Success team is to help a company’s customers get the most value out of its product. The hypothesis is, if a customer maximizes the obtainable value, they will remain loyal and spend more with the company. This isn’t merely a theory. Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime.
MiaRec
MARCH 28, 2023
Are you considering scheduling a product demo to see if MiaRec’s conversation intelligence platform will meet your contact center’s needs? Great! We’re ready to answer all your questions on how MiaRec can ensure satisfaction at every stage of the customer journey.
Avoxi
MARCH 28, 2023
High call volume can create a lot of pressure on agents. Learn real-world volume management strategies from Hyatt and AVOXI experts.
Advertisement
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.
kommunicate
MARCH 31, 2023
Last Updated on March 31, 2023 Customer support is the backbone of any successful business, as it directly impacts customer satisfaction, loyalty, and retention. In today’s digital age, most of the communication happens virtually. To meet and exceed customer expectations, customer support teams must possess a range of skills. This can vary from effective communication [.
Cisco - Contact Center
MARCH 28, 2023
AlgoSec’s Security Management solutions for Cisco ACI extend ACI’s policy-driven automation to security devices in ACI fabrics, provide visibility into the security posture of ACI, and helpensure c… Read more on Cisco Blogs
MiaRec
MARCH 31, 2023
Isn’t it exhausting spending hours each week listening to your agents’ calls and manually grading their performance? With each call lasting up to 30 minutes to an hour, how are you meant to evaluate every call and get the full picture of what’s going on in your contact center? Most contact centers with a manual quality management approach are only able to monitor 2% to 5% of their interactions.
Expert insights. Personalized for you.
62 
Let's personalize your content