Fonolo

FEBRUARY 2, 2023

In the call center world, efficiency is the name of the game. Customers are looking for faster results without sacrificing quality of service. Call center automation software is essential to accomplishing this goal. Is your business up to the challenge? If so, you need to familiarize yourself with the latest tools and technology. While robots and AI aren’t quite ready to take the reins of customer calls, they are more than capable of assisting your call center agents in their daily work to creat

Call Center 140

Call Center Interactive Voice Response First call resolution Self service 140

Working Solutions

FEBRUARY 1, 2023

Every year, a larger percentage of retail business is conducted via the online marketplace. Well known as this fact is, it’s surprising how few companies have really embraced the full range of possibilities offered by online communications to give their customers a truly comprehensive and satisfying experience. Of course, doing so isn’t exactly child’s play.

Contact Center 52

Contact Center outsourcing Call Center 52

LiveVox

JANUARY 30, 2023

AI-driven tools have completely changed the way call centers operate, improving their operations through simplified workflows for agents and as a result, better experiences for customers. AI has upgraded the most common tools call centers rely on to handle customer interactions and manage call center agents. AI tools help boost agent efficiency and productivity and […] The post How Can AI Automation Improve Call Center Workflows?

Call Center 68

Call Center Management 68

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. However, CX does not exist in a vacuum; when contact center agents have a good experience, the customer is bound to as well.

Contact Center 78

Contact Center Journey mapping Analytics Customer centricity 78

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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

Callminer

FEBRUARY 1, 2023

CallMiner's VP of Int'l, Frank Sherlock, talks about the value of customer communications ahead of his session at Credit Connect’s Online Collections Technology Think Tank. Read more in his blog.

Technology 182

Technology 182

BlueOcean

JANUARY 31, 2023

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. In this article, we are making the case that it’s not always so straightforward. Not all attrition is created equal, and there are many ways to calculate attrition rates – so the way you frame your attrition questions in the RFP is essential to getting useful data that can inform your decision.

Contact Center 62

Contact Center outsourcing Employee engagement Enterprise 62

Helpware

JANUARY 31, 2023

Customer connection is often viewed as a more intangible thing than hard data like ROI since people’s feelings and emotions are harder to measure with exact numbers. However, studies show that businesses tend to look far beyond just cold sales rates.

Sales 84

Sales 84

ShepHyken

JANUARY 31, 2023

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.

Customer Service 364

Customer Service Customer Experience 364

Beyond Philosophy

JANUARY 28, 2023

If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. So, we came up with some critical questions that can get it back on track. One of our listeners is in a pickle and it has to do with their firm’s segmentation.

Consulting 221

Consulting Consulting Sales Surveys 221

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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

CCNG

FEBRUARY 1, 2023

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels. As the first line of defense against angry customers, many customer service associates report they have been blamed for things that are out of their control.

contact center associations 195

contact center associations Contact Center CCNG Business Process Outsourcing 195

Callminer

FEBRUARY 3, 2023

Bruce McMahon, VP of Product, highlights updates from the 2023.02 release, including introducing new calibration features that empower organizations to continue advancing their automation journeys.

Calibration 182

Calibration 182

ShepHyken

JANUARY 30, 2023

Top Takeaways: Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class. Your customers don’t compare you to your direct competitors. They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

Contact Center Pipeline

FEBRUARY 1, 2023

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had on overall service levels and customer experience, all in all the outcome of WFH for contact centers has been extremely positive.

Contact Center 147

Contact Center Service level Customer Experience 147

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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

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition? Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Transparent BPO

JANUARY 31, 2023

“Hope” is not a plan to mitigate inevitable risk! By Randy Rollins , VP of Information Technology, Transparent BPO A well-worn mantra circulates throughout information technology circles: “it’s not a matter of if something will go wrong, it’s a matter of when something will go wrong.” Something will inevitably go awry with your IT systems […] The post <strong>Deploying A BPO Disaster Recovery Plan Built for Your Business</strong> appeared first on Transparent BP

Technology 118

Technology Business Process Outsourcing outsourcing Contact Center 118

Russel Lolacher

JANUARY 30, 2023

In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better. A few reasons why he is awesome —  Kevin is an international keynote speaker, CEO and co-founder of the Institute for Corporate Productivity (i4CP), the world’s leading HR research firm, he’s the author of Culture Renovation: A Blueprint for Action – 18 Leadership Actions to Build an Unsha

Surveys 105

Surveys Employee engagement Management Education 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

Toister Performance Solutions

FEBRUARY 2, 2023

Imagine you had to improve customer satisfaction. You are given limited time and a small budget. (Okay, you probably don't have to imagine those limitations.) What would you focus on to get the best results? Increasing service speed Reducing service errors Improving employee friendliness According to data from Intouch Insight , the answer is number three, friendliness.

Wait times 98

Wait times 98

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course.

Customer Experience 88

Customer Experience Chatbots Surveys Journey mapping 88

ConvergeOne

JANUARY 31, 2023

Guiding Eyes for the Blind is a 501(c)(3) non-profit organization that provides trained dogs to people who are blind or visually impaired. When the organization was preparing to expand into a new building in Patterson, New York, it engaged ConvergeOne to install eight (8) new Cisco wireless access points and WLAN controllers. The relationship between the two companies quickly evolved after the successful wireless deployment, as Guiding Eyes was looking for a new managed services provider to hand

Wireless 98

Wireless Management 98

Nicereply

JANUARY 30, 2023

It can be overwhelming to sit down and start thinking about all of the things that you need to do to sort out the growth of your support team in the new year. If you’re growing your number of customers or orders in the next year, you’ll need to plan how to support them. In an ideal world, your self-service support would scale so effectively that you’d never have to hire another support person ever again.

Metrics 98

Metrics Finance APIs Customer Support 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.

Real Blue Sky

FEBRUARY 2, 2023

Consider adding a fractional Chief Information Officer to your team if your small to mid-sized business or organization is looking to take your Information Technology capabilities to the next level. A fractional CIO can provide the same strategic advice, planning, and guidance a full-time CIO would, but at a fraction of the cost. By leveraging the expertise of an fCIO, you can maximize the return on your IT investments, grow your organization’s technology capabilities, and reduce business risk.

industry standards 98

industry standards Consulting Consulting Technology 98

MiaRec

JANUARY 30, 2023

A few weeks ago, we compared manual agent evaluation vs. software-supported agent scoring vs. automated call scoring for quality assurance. The conclusion was that while manual scoring usually leads to more accurate results than auto scoring, it is very labor- and time-intensive, resulting in only 1-3% of the calls being manually evaluated. Therefore, scoring 100% of the calls using automatic call scoring — in addition to manually scoring calls — is required to get a complete picture.

Quality management 98

Quality management Analytics Management 98

kommunicate

FEBRUARY 2, 2023

Last Updated on February 2, 2023 Tilda website builder helps to create easy-to-manage websites, online stores, landing pages, and special projects without coding. This pioneering website builder introduced block mechanics. Block mechanics allows users to create websites out of pre-designed sections. In this blog, we will teach you how to add a chatbot to a [.

Chatbots 91

Chatbots Management 91

VirtualPBX

FEBRUARY 2, 2023

In 2023, business communication solutions have evolved dramatically. For small businesses, advances in technology have changed the way they communicate with employees, vendors, and customers across a spectrum of devices and methods. Regardless if you have a brick-and-mortar storefront or a virtual business, landlines are no longer an efficient or cost-effective means of communication.

voip 98

voip Technology 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

AWS Machine Learning

JANUARY 30, 2023

Amazon SageMaker provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started on training and deploying ML models quickly. You can use these algorithms and models for both supervised and unsupervised learning. They can process various types of input data, including tabular, image, and text.

Benchmark 98

Benchmark Construction Metrics Big data 98

Nuance

JANUARY 28, 2023

I recently visited the newly reopened MIT Museum in Cambridge, Massachusetts. Drawn to the history of computing section, it was hard not to marvel at the strange and wonderful objects behind plexiglass that recorded the history of computational technology — from mechanical equation machines to vacuum tubes, then punch cards, and finally displays on screens [.

Technology 87

Technology 87

kommunicate

FEBRUARY 3, 2023

Last Updated on February 3, 2023 “The most important adage and the only adage is, the customer comes first, whatever the business, the customer comes first.” — Kerry Stokes. Customers are basically your business, and if you don’t take care of your customers, your competition will. What we are saying is not just fancy talk [.] The post 5 Proven Ways To Scale Your Customer Support Team appeared first on Kommunicate Blog.

Customer Support 88

Customer Support 88