Contact Center Pipeline
MAY 25, 2022
The New Year always brings hope for new beginnings. And there were the signs of that in 2021. What with the rollout of vaccines to end the COVID-19 pandemic, and with it hopefully the ending of restrictions on (and fear of) in-store shopping and also travel, and fresh economic growth that has freed up demand […].
Fonolo
MAY 25, 2022
Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. Employing the right technology for your contact center’s specific needs can cut call center costs incrementally, leading to more productive call center agents who stick around longer and improved c
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Beyond Philosophy
MAY 25, 2022
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.
Callminer
MAY 23, 2022
Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog.
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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.
Steve DiGioia
MAY 23, 2022
You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can. (NOTE: McDonald’s has regional variations in their menu to accommodate local tastes). But what if you work at a location that is having difficulty maintaining the corporate standards because your venue doesn’t conform to the design that the standards
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ShepHyken
MAY 27, 2022
This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Talk of productivity, and we all have got something to share.
Beyond Philosophy
MAY 26, 2022
Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. The designation of small, medium, and large customers doesn’t reveal much about what customers want or why they are in the group they are. . Perhaps a different tack is in order.
Callminer
MAY 25, 2022
Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suite. Learn more in this blog.
Contact Center Pipeline
MAY 26, 2022
Since the passage of the Americans with Disabilities Act (ADA) in 1990, employers, like contact centers, (known as “covered entities” under the law), have scrambled to understand how the act applies to them. Overwhelmingly, organizations have taken a reactive approach to the ADA. To illustrate, in a study conducted by the Great Lakes ADA Center, […].
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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.
ShepHyken
MAY 24, 2022
Bridging the Gap between Company Culture and Customer Service. Investing in Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service. Top Takeaways: Why don’t all companies deliver a great customer experience?
OrecX
MAY 25, 2022
In many organizations, call recording is a means to an end. That is, upon audio capture, recorded calls are then transcribed and mined for meaningful keywords and phrases like "mad", "unhappy", or "cancel". Conversational analytics engines automatically identify these words and can alert managers, team leaders and/or quality evaluators who can use those relevant sections of an interaction to better coach underperforming agents.
Totango
MAY 27, 2022
Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth.
Contact Center Pipeline
MAY 24, 2022
The five factors of Caller Tolerance. (Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance. This month’s article completes the topic and focuses on Caller Tolerance […].
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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.
ShepHyken
MAY 25, 2022
Just the other night, my wife and I joined some friends for a nice dinner. The server, who may still have been in high school, was taking our order. She looked at my wife and asked, “Honey, what would you like?” . When the server walked away, my friend said to Cindy, “Don’t you hate when someone other than your husband refers to you as ‘honey’?” .
Avoxi
MAY 23, 2022
5 Common Problems with Multi-Carrier Phone Number Provisioning (& Solutions) A lot can go awry when you're balancing several VoIP providers manually at one time. Below, we've identified these common problems and how a cloud-based platform helps simplify IT tasks to eliminate frustration for you, your team and call center. As an IT or telecom… The post 5 Problems with Multi-Carrier Phone Number Provisioning?
Interactions
MAY 26, 2022
Brands shouldn’t gamble when it comes to customer experience. Just one bad experience can affect customer loyalty and your bottom line. In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. So when it comes to technology that automates CX, you should place your bets on Conversational AI for the win.
Nicereply
MAY 25, 2022
Eventually, it will happen. Something will go wrong, mistakes will be made and customers will be upset. When it happens, the right thing to do is own the mistake and apologize to anyone affected. In fact, a genuine apology is more effective in service recovery than compensation alone. The Carey School of Business found that only 37% of upset customers were satisfied when offered something in return for the issue.
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!
ShepHyken
MAY 23, 2022
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 comment about each article and would like to hear what you think too. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. (CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport.
Quadient
MAY 23, 2022
Contact Center Wrap-Up—Where the Rubber Meets the Road. Marissa Feigen. Mon, 05/23/2022 - 12:58. Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .
AnswerConnect
MAY 26, 2022
In May AnswerConnect teamed up with Trees, Water & People to build resilient communities through reforestation projects. The post Building Resilient Communities with Trees, Water & People: AnswerConnect’s May Tree Planting Partner appeared first on AnswerConnect Blog.
JustCall
MAY 26, 2022
We are excited to launch our Partner Program that will help agencies, IT businesses & affiliate marketers to earn revenue while helping SMBs with digital transformation. Demand for Cloud Telephony & Workflow automation is growing at an accelerated pace so partnering with us will allow you to become a part of a growing industry with great growth opportunities.
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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.
Call Experts
MAY 26, 2022
Have you ever wondered how call screening can increase your efficiency? You might have heard of caller-ID , but what is call screening exactly? Call screening can be an effective tool for large and small businesses. . It has become much more accessible in recent years as technology has grown, and it can be beneficial for any business with a lot of phone calls coming in.
Hodusoft
MAY 26, 2022
HoduCC – Call Center and Auto Dialer Software Stands out as FrontRunner in the Gartner report. Providing impeccable services through tech-driven software, HoduSoft has become one of the reputed names in the unified communication industry. HoduSoft has bagged the title of FrontRunner as Top Call Center Software and Auto Dialer software, HoduCC from Software Advice, a Gartner company.
Spearline
MAY 25, 2022
Welcome Bosnia and Herzegovina to Spearline! We are delighted to let you know that you can now test your numbers in Bosnia and Herzegovina across the country’s two major mobile networks – BH Telecom and M-Tel. Between these two operators, they hold around 90% of the overall market share in Bosnia and Herzegovina. The solution is hosted in Sarajevo which is where the calls will originate from and terminate in.
JustCall
MAY 25, 2022
We are happy to announce two more additions to our continuous progress in making JustCall calling – experience and quality – flawless. 1. Select nearest data centers for better call quality ? Depending upon your location and internet speed, you can select a data center through which you would like to route your JustCall calls. Let’s say you have an Australian number but your team sits in Philippines, so you can route your calls via Singapore data center instead of Australia ser
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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.
kommunicate
MAY 22, 2022
Last Updated on May 22, 2022 “ The best business experiences meet people where they are.” Mark Zuckerberg, Conversations Keynote speech, 2022 Mark Zuckerberg was not making a statement into thin air when he said these words during Meta’s first-ever Conversation’s event. Meta just announced that the WhatsApp Cloud API and businesses across the world [.].
Hodusoft
MAY 24, 2022
Top Reasons Cloud-based Is Better Than On-Premise For Contact Centers. Contact centers are becoming increasingly important to modern business, and they are the central hub in a company to assist with customer retention and building brand loyalty. Many businesses are moving to cloud based contact center software to maximize the flexibility, scalability, and cost benefits. .
FluentStream
MAY 26, 2022
Here at FluentStream, we have one goal: Provide the best communications service and support possible for our customers. The goal may be simple, but boy howdy does it take continuous, passionate effort to pull off. That’s where our wonderful customer. Read More. The post Employee Spotlight: Amy Babcock appeared first on FluentStream.
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