CSM Magazine
DECEMBER 15, 2022
Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). If you can enable, empower, and engage your agents, you provide better interactions, which leads to higher customer retention.
Balto
DECEMBER 14, 2022
Improving productivity is one of the biggest challenges modern contact centers face. There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. But before thinking about solutions, it’s important to measure your current productivity metrics to be able to track progress down the line.
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Contact Center Pipeline
DECEMBER 14, 2022
Virtual training is here to stay! With many contact centers going hybrid or staying fully remote, how do you ensure training keeps people engaged, encourages interactivity, and effectively improves their skills? To find out, I interviewed five contact center training experts. Their responses below have been lightly edited for clarity. Q. What do you see […].
Playvox
DECEMBER 13, 2022
During my career in workforce management, call avoidance was always an issue — regardless of the location of the business, the nature of the business, or the location of the agent. Call avoidance , now known as interaction avoidance, denotes the steps an agent takes to avoid handling a customer interaction. It can take time and resources to determine whether actual interaction avoidance has taken place, but, ultimately, identifying instances of interaction avoidance can save your company money.
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
Global Response
DECEMBER 14, 2022
You’re considering using an outsourced call center to handle customer care. Your next important decision is whether you want shared or dedicated Brand Specialists handling your inbound calls. Here’s our perspective on the two models and the key reasons why one may be a better fit for your business than the other. Defining “shared” and “dedicated” customer support In the shared model, Brand Specialists working on your call center account are “shared” among several brands, businesses
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Upstream Works
DECEMBER 14, 2022
Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. While that’s an important driver, it’s not the only use case. Chatbots are the most common way to automate self-service, but to get fuller value, a wider spectrum needs to be considered.
Callminer
DECEMBER 14, 2022
In order to keep valued customers as long as possible, organizations must identify when customers leave and why. This blog looks at the common mistakes made when measuring customer churn.
ShepHyken
DECEMBER 14, 2022
You have most likely heard people use the expression FOMO, an acronym for Fear of Missing Out. People have a hard time deciding what to do or where to go and worry about missing out on a fun experience, a business opportunity, and more. Recently, I interviewed Dominic Constandi for Amazing Business Radio. We talked about different customer service and experience topics, and he casually mentioned FOMU.
Beyond Philosophy
DECEMBER 15, 2022
Have you ever wondered why things go viral or, better yet, how you can make your #content gain millions of views and shares? If so, then you are in the right place because we are going to share the secrets of how to go viral on social media. Frame it Properly. So, let’s say we have a story we want customers to hear. We might send a press release to see if reporters will pick up the story.
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Contact Center Pipeline
DECEMBER 16, 2022
Not all roads to WFM Training follow the same path. Here is some information to help you understand the characteristics and the differences amongst them. I. VENDOR TRAINING “An investment in knowledge pays the best interest.” —Benjamin Franklin If you’re going to use WFM Software, some form of vendor training is required. If you’re lucky, […].
Callminer
DECEMBER 12, 2022
Companies today manage ever-increasing volumes of data. Read this blog for expert tips and best practices for getting started with real-time analytics tools.
ShepHyken
DECEMBER 16, 2022
This week, we feature an article by Stephen Holliday, CEO and Founder of Level , an on-demand pay platform that helps employees manage their financial well-being. He writes about ‘quiet quitting’ and how contact centers can resolve this challenge in their organization. The concept of ‘quiet quitting’ has become a popular term within the working world.
Beyond Philosophy
DECEMBER 10, 2022
Going viral is the goal of any passionate social media poster. Posting your content and watching as the views and shares grow exponentially is the dream for marketers trying to build a brand online. Unless, of course, the viral post is about how you broke a guitar during a customer’s flight and then showed “indifference” to their complaint.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Contact Center Pipeline
DECEMBER 13, 2022
Reflecting over the last two plus years, as contact centers worked remotely, learning and development (L&D) teams had to pivot so quickly to ensure that new hires, existing team members, and leadership were provided with engaging learning opportunities. We can all agree that there has been some struggles and a learning curve for all of […].
Fonolo
DECEMBER 15, 2022
Call center leaders are always looking for ways to take their operations to the next level. But the question is: what does that next level look like for your business? That all depends on the goals your contact center sets. Success will look different for every organization. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them.
ShepHyken
DECEMBER 13, 2022
Creating a Culture of Member Obsession. Understanding Your Customers Using Quantitative and Qualitative Data. Shep Hyken interviews Lesley Mottla, Chief Product & Experience Officer at ButcherBox , a subscription business that delivers meat and seafood to its members. She shares how to get teams across your organization to buy into a culture of member and customer obsession.
TechSee
DECEMBER 12, 2022
Today’s field service leaders face a growing number of challenges, many of them not dissimilar to those faced by their predecessors. However, the simultaneous arrival of economic, operational, and technical challenges is straining many field service organizations. In this post we will examine the trends shaping these challenges, and why leaders are increasingly adopting new strategic approaches to overcome these challenges.
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Contact Center Pipeline
DECEMBER 15, 2022
Company 2Ring CEO/Founder Ondrej Smolar Founded 2001 Describe your company 2Ring is an independent software vendor focused on innovative enhancements for many of the major contact center platforms (Amazon, Cisco, Five9, Genesys). 2Ring solutions always provide relevant information when and where needed, thus ultimately empowering contact center teams to deliver a memorable customer experience.
Fonolo
DECEMBER 13, 2022
Call center leaders have their work cut out for them. From training new recruits to briefing executives and monitoring customer satisfaction levels, the days move fast. Sometimes, it’s hard to find the time to map out call center development goals. . Maybe you have an old action plan from last year that you loosely stick to, but it could use a revamp.
Avoxi
DECEMBER 14, 2022
Preventing Toll Fraud from Dismantling Your VoIP Operations Buy Online Get a Free Demo → Get Yours: Telecom Security Guide [Free Toolkit] Toll fraud… It's something you never want to deal with, but with its ever-growing prevalence, it’s something you can’t risk ignoring either. While internet-based tools have made leaps and bounds for organizations in… The post Preventing Toll Fraud from Dismantling Your VoIP Operations appeared first on AVOXI.
AWS Machine Learning
DECEMBER 14, 2022
If you operate in a country with multiple official languages or across multiple regions, your audio files can contain different languages. Participants may be speaking entirely different languages or may switch between languages. Consider a customer service call to report a problem in an area with a substantial multi-lingual population. Although the conversation could begin in one language, it’s feasible that the customer might change to another language to describe the problem, depending on com
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
VirtualPBX
DECEMBER 15, 2022
Thought Leadership With VirtualPBX Customer Support Management. Preparing your business for the holidays can seem like a lot of work. You need to train seasonal employees, make sure your phone system is ready to handle the extra calls, and make sure you’re communicating clearly with your customers. When you’re in holiday mode, it’s easy to drop the ball on communications.
Real Blue Sky
DECEMBER 15, 2022
As we move into 2023, reflecting upon the last few years is essential. From a worldwide pandemic and social distancing to record-high inflation rates, supply chain issues, and staffing shortages, these issues have transformed the digital experience and challenged brands like never before. These years have helped shape the CX trends you can anticipate for 2023 and beyond.
ChurnZero
DECEMBER 14, 2022
The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! For the third year running, we asked CS teams who’ve challenged the status quo with innovative, meaningful, and customer-centric approaches to enter the ChurnHero Awards and tell us all about it.
AWS Machine Learning
DECEMBER 15, 2022
We are thrilled to announce the availability of the LightOn Lyra-fr foundation model for customers using Amazon SageMaker. LightOn is a leader in building foundation models specializing in European languages. Lyra-fr is a state-of-the-art French language model that can be used to build conversational AI, copywriting tools, text classifiers, semantic search, and more.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
AnswerConnect
DECEMBER 13, 2022
We all have a responsibility to contribute to a brighter, fairer, and greener society. And businesses are no exception. This comes back to the triple bottom line concept of business. For a. The post 6 simple steps to create an Employee Volunteer Program appeared first on AnswerConnect Blog.
FluentStream
DECEMBER 15, 2022
Originally published by Spiceworks The shift to hybrid and remote work environments driven by the COVID-19 pandemic accelerated the adoption of unified communications-as-a-service (UCaaS). So what’s next for this hypergrowth industry? Cass Gilmore, FluentStream CEO, shares his thoughts on trends. Read More. The post 6 UCaaS Trends to Watch for in 2023 appeared first on FluentStream.
ChurnZero
DECEMBER 16, 2022
As a CSM, do you have to chase customers into doing the bare minimum required to see product gains, whether it’s responding to an email, showing up to a meeting, or finishing a task? Your first instinct might be to blame sales for a bad-fit customer…but the account matches your ideal customer profile (ICP) to a T. It’s not down to a lack of structure either, since you have defined processes and roles for every journey stage.
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