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 52

Customer Support 52

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

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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

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 84

Call Center Management Real estate 84

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.

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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 98

Management Best practices Consulting Consulting 98

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

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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

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 202

Customer Service Self service Airlines Government 202

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

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

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 108

Customer centricity Sales Enterprise Metrics 108

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

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 111

Chatbots Banking APIs Enterprise 111

Cisco - Contact Center

AUGUST 15, 2024

Cisco’s advanced AI features help SMBs boost productivity, enhance security, and optimize hybrid work, leading to smarter workplaces and a competitive edge in the digital world.

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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.

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 98

Call Center Accountability Personalization 98

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

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.

APIs 101

APIs Enterprise Engineering Accountability 101

Cisco - Contact Center

AUGUST 14, 2024

We are bringing our Networking, Security, and Collaboration teams together as one organization led by Jeetu Patel as he takes on an expanded role as Cisco’s EVP and Chief Product Officer.

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98

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

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 98

Benchmark Surveys Personalization Management 98

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 83

Management 83

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 82

outsourcing Business Process Outsourcing Enterprise Call Center 82

Cisco - Contact Center

AUGUST 15, 2024

Universities need advanced security architectures for effective incident response. Discover how XDR solutions enhance visibility and resilience in complex tech landscapes.

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Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Outsource Consultants

AUGUST 15, 2024

What is the ‘BPO Health Check’ Series? We understand that the world of BPO partnerships isn’t always sunshine and rainbows. There are challenges, hurdles, and those inevitable tough conversations. That’s why we’ve created the ‘BPO Health Check’ series – a deep dive into the real issues clients and BPOs face. We’ll be pulling back the curtain on those often-avoided topics, bringing you candid conversations, expert insights, and practical advice.

outsourcing 67

outsourcing Average Handle Time Business Process Outsourcing Construction 67

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.

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Avoxi

AUGUST 16, 2024

7 AVOXI Voice Management Software Features That Are Better With Scale For multinational businesses, effective voice conversations with their diverse customer base are critical to delivering great customer service and nurturing long-term relationships. AVOXI's cloud voice platform, uniquely designed to cater to enterprise content center environments, offers a comprehensive suite of features designed to… The post 7 AVOXI Voice Management Software Features That Are Better With Scale appeared

Management 62

Management Enterprise Customer Service Contact Center 62