Outsource Consultants
JANUARY 19, 2021
The call center outsourcing industry has always had to buck a few assumptions, whether it be the quality of service provided or the benefits it can deliver. But, the global success of call center outsourcing services, and the emerging economies it helps support, seems to be proof enough. However, there are still myths about outsourcing – despite evidence to the contrary – that we want to put to bed right now.
Interactions
JANUARY 21, 2021
This blog is written courtesy of Interactions R&D team. When should AI say: “I don’t know”? No one is perfect! Humans make mistakes, and so do machines. An admirable quality in humans is to accept one’s mistakes. It turns out that it is also a valuable quality for AI. In recent years, the role of AI has become prominent in every aspect of our lives.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
SmartAction
JANUARY 20, 2021
Word Error Rate (WER) is a common metric for measuring speech-to-text accuracy of automatic speech recognition (ASR) systems. Microsoft claims to have a word error rate of 5.1%. Google boasts a WER of 4.9%. For comparison, human transcriptionists average a word error rate of 4%. But what exactly does this metric measure? Does WER really matter? How to Calculate WER.
ShepHyken
JANUARY 20, 2021
Little successes added together make for large success down the road. Small successes add up. To put it in baseball terms, you don’t need to hit a home run every time it’s your turn at bat. So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
Callminer
JANUARY 17, 2021
Learn how international contact centres can approach agent management optimisation, procedural improvements and more.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Steve DiGioia
JANUARY 18, 2021
We all know that the coffee McDonald’s sells is too hot to drink when served. If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. So why do they make their coffee so hot? And how does this affect the customer experience? By now you must have heard about the famous “McDonald’s Hot Coffee Case”.
ShepHyken
JANUARY 18, 2021
Each week I read a number of 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. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. (ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond.
Contact Center Pipeline
JANUARY 21, 2021
2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. Virtually overnight, hundreds of thousands of agents transitioned to working remotely and the approach, management and infrastructure of contact centers were completely restructured. In the months following, we […].
Callminer
JANUARY 18, 2021
Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. International contact centres face many of the same obstacles as domestic contact centres, but they must also overcome language and location-related barriers to function properly. With the added burden of soaring industry-wide turnover rates, leaders of international call centres must find new ways to keep operations under control while also keeping t
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.
Beyond Philosophy
JANUARY 16, 2021
No matter what business you are in, the best way to connect with your customers is through the experience you provide them. However, connecting requires knowing what customers want, and today, that isn’t the same as it was 20 years ago. The Experience Economy dictates that people value experiences over material things these days. In addition to knowing what customers want, wouldn’t it also be great to know what works in Customer Experience Management?
ShepHyken
JANUARY 22, 2021
This week we feature an article from Tanya Bansal , Marketing Executive at Ameyo. Sh e shares best practices supervisors can use for monitoring call center agents in a work-from-home scenario. COVID-19 has led us to believe that we need to rethink, amend, and strengthen our contact centers with robust technology to stay ahead of the pandemic.
Contact Center Pipeline
JANUARY 19, 2021
About a year ago, I tried something that we would all agree now was a bit foolish: predict what the 2020 contact center would look like. Before the COVID-19 pandemic sent agents home on a massive scale, before economic disruption reinforced the need for consistent, digitally enabled customer experiences (CX), I outlined several ongoing trends […].
Steve DiGioia
JANUARY 21, 2021
Most people have a few go-to strategies that they follow during times of need. They’re comforted knowing they have a tried-and-true method that works for them and have tactics that have never let them down. I’m no different. Experience has shown us the way and we are better off because of it. So, what tactics work for you? Oh, you don’t want to give up your secrets.
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.
CCNG
JANUARY 19, 2021
In a recent CCNG event, I spoke about the trends that I’m seeing globally in call centres. Many of the trends that my co-presenters spoke about are convergent (many people are moving to the same approach), the main example of that being the acceleration of cloud and home working driven by reactions to Covid-19. This acceleration of trends will continue through 2021 What’s happening at the agent level?
ShepHyken
JANUARY 19, 2021
5-Star CX of the Future. Concierge-Like Experiences Using Smarter Technology. Shep Hyken interviews Mahesh Ram, founding CEO of Solvvy. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers. Top Takeaways: Companies and brands are connecting in new and different ways. The companies that will win are one’s that can deliver consistent, on-brand experiences in every channel, 24-7, because that’s what consumers demand.
Fonolo
JANUARY 21, 2021
Ready to level up your call center team this year? Improving agent performance can seem overwhelming at first, and you may find yourself wondering, “Where to start?” Don’t fret — these eight simple methods are all you need. With some hard work and a little luck, your team will be reaching new heights of operational efficiency ! Set your KPIs. You can’t change what you don’t measure.
GetFeedback
JANUARY 19, 2021
Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides
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.
Call Design
JANUARY 21, 2021
Is your contact centre prepared for success in 2021? Now is the time to shake ourselves free of the challenges from 2020 and embrace new trends and technologies for the new year. Equip your agents and staff with the tools and technology they need to focus on what matters most: your customers. Utilize Real-Time Transcription. Real-time transcription can be used to study and enhance agent engagement, service, and information delivery with innovative artificial intelligence.
Contact Center Pipeline
JANUARY 20, 2021
Everyone could use a little more empathy these days. The desire to feel heard and understood is a basic human need, and one that has a proven impact for companies. Numerous studies have linked empathy in the workplace to increased revenue and higher employee and customer satisfaction. It’s no surprise then that the demand for […].
CX Global Media
JANUARY 19, 2021
How character development compliments CX strategy is one of the most important aspects we review from numerous and diverse sets of perspectives at CX Global. Read more. The post How Character Development Compliments CX appeared first on Customer Experience Strategy and Tactics.
TELUS International
JANUARY 18, 2021
What can you expect from 2021 when it comes to digital customer experience (CX) trends? Two TELUS International executives share their predictions and advice.
Advertiser: ZoomInfo
Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. The reason for its rise? AI increases teams’ productivity by predicting and automating actions that require manual effort. In other words, the research that takes reps hours, AI can do in seconds. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data.
GetFeedback
JANUARY 21, 2021
Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it.
Call Design
JANUARY 19, 2021
Contact centre agents are on the front line of your customer service efforts, fielding customer questions, and requests while upholding your organisation’s values and standards. Because of the job challenges, agent retention is a significant difficulty for contact centres worldwide. The biggest obstacle with high agent turnover is that it directly affects the satisfaction of your customers.
Fonolo
JANUARY 19, 2021
The difference between a ‘ call-back ’ and a ‘ virtual queue ’ is subtle in definition but significant in outcomes. Many contact center managers have been distraught to find that what they needed was a call-back, but what they got was a virtual queue. 5 Amazing Reasons to Add Virtual Queuing to Your Contact Center. Fonolo has been the call-back specialist for over a decade, so we know a thing or two about what makes a call-back different from a virtual queue.
Integrity Solutions
JANUARY 18, 2021
By Will Milano. This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. There’s no putting it off anymore. The good news is, we just went through a crash course in transformation — and there’s plenty to learn from it.
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!
Monet Software
JANUARY 20, 2021
As a long-time industry analyst focused on the contact center workforce optimization market, I have long questioned why small to medium-size (SMB) businesses do not get more love from the major WFO vendors. Since 2007 Pelorus Associates has authored 19 comprehensive reports on WFO applications. Most of these included a recommendation that vendors expand their market reach to encompass small to medium businesses.
C Space
JANUARY 18, 2021
The new rules of engagement (according to customers). How did 2020 change the rules of engagement between customers and brands? For nearly a decade, we’ve tracked the connection between companies and customers. What we saw in 2020 was a complex and rapidly changing picture – fluid emotional shifts, driven by economic, political, cultural and environmental uncertainty.
TechSee
JANUARY 18, 2021
There’s a new trend in customer service: the borders between technicians and agents are becoming blurred, with each one taking on aspects of the others’ traditional roles. Technicians normally found in the field are now stationed in a back office or working from home, guiding customers remotely as a traditional agent. Likewise, agents are now empowered to go above and beyond their standard scripts, using their newfound technical knowledge and skills to assist their customers.
Expert insights. Personalized for you.
98 
Let's personalize your content