CCNG

AUGUST 14, 2024

After about a year as a Project Manager at an outbound BPO in Oregon, I was promoted to Site Director for the company’s new Seattle location. With the first sixty seats operational, I was the second employee at the site, responsible for staffing and operating the facility. This was my first experience making hiring decisions, so I took a methodical approach, ensuring that each applicant was consistently measured against the same criteria.

Scripts 195

Scripts Call Center CCNG Outbound sales 195

5CA

AUGUST 14, 2024

Imagine walking into your favorite store, where the staff greets you by name, knows your preferences, and is genuinely excited about helping you find exactly what you need.

Customer Support 40

Customer Support 40

TCN

AUGUST 14, 2024

Compliance within the contact center must be adhered to. Customers, agents and managers want to feel secure and work within their rights. Thankfully, several compliance laws have been enacted to protect their users. However, compliance can be a hassle, especially when the standards shift from year to year. But keeping up with a moving target […] The post Building a Culture of Compliance: Training and Education in Contact Center Environments appeared first on TCN.

Education 52

Education Contact Center Management 52

Vistio

AUGUST 12, 2024

The integration of artificial intelligence (AI) is no longer just a trend but a strategic necessity. However, as contact centers embrace AI, a new challenge arises: how to strike the right balance between technology and human interaction. Achieving this balance is crucial, as both elements play unique and indispensable roles in delivering exceptional customer service.

Contact Center 52

Contact Center Best practices Feedback Technology 52

Advertisement

Artificial intelligence (AI) adoption has risen dramatically in the customer service industry over the last few years. But many contact centers have yet to implement AI. In this eBook, we give an introduction to how customer service leaders are using AI to improve their customer experience.

Customer Service

Ambs Call Center

AUGUST 15, 2024

Is managing property maintenance requests and tenant inquiries becoming overwhelming? If you're looking for a more efficient way to handle the day-to-day challenges of property management, you're in the right place.

Call Center 86

Call Center Management Real estate 86

Cisco - Contact Center

AUGUST 12, 2024

This blog explores the paradigm shift brought about by AIOps, which combines the power of AI and automation to streamline IT operations, enhance decision-making, and drive proactive problem resolution.

70

70

Totango

AUGUST 13, 2024

“We hit 115% of our target across Totango + Catalyst in Q1 on our expansion number, and that was largely due to the CSMs and the focus they put in along with the work that we’re doing with our account executives. The partnership that we have is working.” Customer renewals are the lifeblood of any subscription-based business, directly impacting your company’s revenue, growth, and long-term success.

Management 101

Management Best practices Consulting Consulting 101

Interaction Metrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Beyond Philosophy

AUGUST 15, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Organizations must constantly answer an interesting question: how much friction is good for their experience? It might seem like the answer will always be “none at all,” but it isn’t. Today, let’s talk about friction in Customer Experiences and when it is—and isn’t—bad.

Real estate 195

Real estate Healthcare Customer emotions Education 195

Advertiser: ZoomInfo

Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.

Sales

ShepHyken

AUGUST 11, 2024

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 comments about each article and would like to hear what you think too. Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success.

Customer Service 216

Customer Service Self service Airlines Government 216

Callminer

AUGUST 14, 2024

One of the most obvious benefits of AI is its potential to improve CX. Learn how AI has revolutionized companies' ability to engage with customers, analyze data, and make strategic decisions.

Customer Experience 182

Customer Experience 182

Bill Quiseng

AUGUST 14, 2024

QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. Start there. CARE for your people first. COMMUNICATE openly, interactively, frequently, and continuously any information your people need and want to know. Listen empathetically to their concerns, questions, and complaints. Express compassion and encouragement. APPRECIATE your people’s roles and responsibilities.

Employee engagement 174

Employee engagement Customer Service Customer Experience 174

Beyond Philosophy

AUGUST 16, 2024

In this episode, we explore the role of AI in customer experiences and whether it will replace human interaction. Ali Cudby , CEO of Alignment Growth Strategies , shares insights on leveraging AI to build customer relationships effectively. We discuss practical AI tools that enhance customer experiences and streamline efficiency. There are a couple of helpful AI tools Cudby mentions.

Scripts 195

Scripts Customer emotions Education Personalization 195

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.

Contact Center

AWS Machine Learning

AUGUST 13, 2024

Generative artificial intelligence (AI) provides an opportunity for improvements in healthcare by combining and analyzing structured and unstructured data across previously disconnected silos. Generative AI can help raise the bar on efficiency and effectiveness across the full scope of healthcare delivery. The healthcare industry generates and collects a significant amount of unstructured textual data, including clinical documentation such as patient information, medical history, and test result

Healthcare 129

Healthcare APIs Consulting Consulting 129

Callminer

AUGUST 12, 2024

Businesses often rely on CX automation to help customers quickly and conveniently at different points in the customer journey. Read this blog to learn how automation plays an important role in CX.

Technology 182

Technology Customer Experience 182

Totango

AUGUST 13, 2024

“If you invest in the post-sale, and you have somebody that can focus just on the digital journey, you’re going to keep more customers, and you’re going to expand them, because they’re going to have a better experience.” – Katie Yagodnik, Director, Customer Success Operations and Digital Programs, Totango + Catalyst Customer success operations (CS Ops) can be the “wizard” behind the scenes of your customer-centric strategy.

Customer centricity 112

Customer centricity Sales Enterprise Metrics 112

VirtualPBX

AUGUST 15, 2024

As part of our newest product, Contact Center, we recently released a powerful Call Tagging feature. As avid users of our own products and services, our Marketing and Sales teams were quick to jump on the opportunity to improve their processes and reports with Sales call tags. Call Tagging has the ability to deliver significant gains for businesses, like: Improved Call Organization : Tags help categorize and label calls based on various criteria (e.g., inquiry type, department, urgency).

Sales 101

Sales Marketing Contact Center Customer Service 101

Advertisement

This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.

Customer Experience

AWS Machine Learning

AUGUST 15, 2024

QnABot on AWS (an AWS Solution) now provides access to Amazon Bedrock foundational models (FMs) and Knowledge Bases for Amazon Bedrock , a fully managed end-to-end Retrieval Augmented Generation (RAG) workflow. You can now provide contextual information from your private data sources that can be used to create rich, contextual, conversational experiences.

Chatbots 125

Chatbots Banking APIs Enterprise 125

Momentum Telecom

AUGUST 12, 2024

Understanding GCC High: What is GCC High and Why It Matters In the evolving landscape of cloud computing environments, data security and compliance requirements are paramount. For organizations working with the U.S. government or dealing with Controlled Unclassified Information (CUI), understanding the nuances of GCC High is essential. But what exactly is GCC High, and why should it be on your radar?

Government 93

Government Management 93

Helpware

AUGUST 13, 2024

Strange as it may seem, when some people think of business process outsourcing (BPO), they still picture just one thing—bustling call centers in far-off lands or those dreaded late-night customer service calls. But the thing is that outsourcing is so much more than that. It’s a powerful tool—or you can call it a secret weapon—that both small businesses and large corporations are skillfully wielding to improve business operations, cut costs, and delegate non-strategic functions to be able to focu

outsourcing 90

outsourcing Business Process Outsourcing Enterprise Call Center 90

Select VoiceCom Blog

AUGUST 12, 2024

Select VoiceCom has achieved a remarkable milestone of being a Great Place To Work®-certified company. It’s undeniable proof that our employees love working for SVC, not only because we have a certification but because we put our people first. At SVC, we’re all about helping our team grow, both personally and professionally. More importantly, we make sure they feel good and happy, not just at work but in their free time, too.

Benchmark 86

Benchmark Surveys Personalization Management 86

Advertisement

51% of contact center leaders have already integrated AI into customer interactions. Those leveraging AI for conversation analysis are seeing faster resolution times, improved customer satisfaction, and reduced agent burnout. Ready to learn more about how AI is transforming the contact center landscape? Download our full report to discover key trends, implementation strategies, and the most critical KPIs for measuring AI success in contact centers.

Contact Center

AWS Machine Learning

AUGUST 14, 2024

Amazon Q Business is a fully managed, generative artificial intelligence (AI)-powered assistant that helps enterprises unlock the value of their data and knowledge. With Amazon Q, you can quickly find answers to questions, generate summaries and content, and complete tasks by using the information and expertise stored across your company’s various data sources and enterprise systems.

Enterprise 119

Enterprise APIs Engineering Accountability 119

Ambs Call Center

AUGUST 14, 2024

Is managing employee absences and unexpected call-offs causing major disruptions in your operations? If you’re tired of the chaos and are ready for a streamlined solution, you're in the right place.

Management 85

Management 85

Help Scout

AUGUST 16, 2024

Learn what's new in Help Scout's Inbox experience.

81

81

Select VoiceCom Blog

AUGUST 13, 2024

Rhea Stephani Mira was recognized as SVC Titan of the Month for July 2024, standing out among her fellow top performers. Since joining Select VoiceCom in October 2021, Rhea has consistently shown professionalism, integrity, and excellence as a client-dedicated call center agent. At 27, she has proven herself to be much more than just a pretty face and friendly voice.

Call Center 81

Call Center Accountability Personalization 81

Advertiser: ZoomInfo

In today’s ultra-competitive markets, it’s no longer enough to wait for buyers to show obvious signs of interest. Instead, sales teams must be proactive, identifying and acting on nuanced buyer behaviors — often before prospects are fully ready to make a purchase. In this eBook from ZoomInfo & Sell Better, learn 10 actionable ways to use these buyer signals to transform your sales strategy and close deals faster.

Sales

AWS Machine Learning

AUGUST 14, 2024

Effective customer support, project management, and knowledge management are critical aspects of providing efficient customer relationship management. ServiceNow is a platform for incident tracking, knowledge management, and project management functions for software projects and has become an indispensable part of many organizations’ workflows to ensure success of the customer and the product.

APIs 118

APIs Enterprise Engineering Accountability 118

ConvergeOne

AUGUST 12, 2024

It’s valuable funding that your organization could put to very good use to protect students, administrators, parents and other stakeholders. But there’s a lot of information to digest. Here’s our high-level breakdown of the 7 things you need to know now.

81

81

Joe Rawlinson

AUGUST 15, 2024

How can you make your business even more successful than it is? That’s a good question, and one that we think you should be answering as often as you can. If you want to have any hope of taking your business further that it’s current state, you must have the ambition to do so. If you don’t, then there is no way that you are ever going to see the higher levels of success, and that would be a shame.

Management 78

Management 78