Provana

AUGUST 30, 2022

With call recording and call center monitoring in place, you can identify areas where your teams are doing well and where you need improvement

Best practices 188

Best practices Call Center 188

Callminer

AUGUST 29, 2022

Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy.

Best practices 182

Best practices Management Contact Center 182

CSM Magazine

SEPTEMBER 1, 2022

Never has speed been more important to your customers—and to people in general—than it is today. Technology has fueled the frenzy, putting access to information and people at our fingertips and doing so at speeds that continue to increase. In a nutshell: We want what we want—and we want it now! We have no patience with processes—both internal and external—that move slowly.

Customer Service 98

Customer Service Sales Technology Management 98

Provana

AUGUST 30, 2022

Real-time speech analytics technology has tremendous potential to transform any collections-focused call center from the inside out. Read all benefits here

Analytics 189

Analytics Contact Center Call Center Technology 189

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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.

Contact Center

Callminer

AUGUST 31, 2022

Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer insights to use.

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182

HelpCrunch

SEPTEMBER 2, 2022

So you find yourself in front of these two buzzwords — omnichannel vs multichannel — and wonder about the differences. You probably wonder: what approach is the best for your company to hit the jackpot? [ … ]. The post Omnichannel vs. Multichannel: Explaining the Key Differences appeared first on HelpCrunch blog.

Multichannel 118

Multichannel 118

Cyara

AUGUST 30, 2022

4 Ways To Make Sure Your Chatbots Reach Their Full Potential. Businesses of all kinds are increasingly realizing the value chatbots can bring to their sales and support efforts. In a recent trends report released by Intercom, companies that implemented chatbots reported a 67% boost in sales, a threefold increase in support response times, and a 24% bump in customer support satisfaction (CSAT) scores.

Chatbots 67

Chatbots Sales Customer Support Customer Experience 67

OctopusTech

AUGUST 31, 2022

The customer service sector is evolving continuously every day. It often seems like a new communication platform is introduced daily which your representatives should use to stay updated by communicating with your clients and ensuring customer satisfaction. One thing that has remained constant for a long time is that users still prefer to solve their queries on a phone call rather than choosing any other medium and that’s where Interactive Voice Response comes in.

Interactive Voice Response 62

Interactive Voice Response Call Center First call resolution Self service 62

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening.

Analytics 370

Analytics Consulting Consulting Personalization 370

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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.

Analytics

CCNG

AUGUST 31, 2022

Who of us wants to watch a football game where everyone stands on the sidelines? Or a baseball game where the players never leave the dugout. Your network offers a similar arena where value comes from active participation. Get in the game. Step onto the field. Show colleagues that you’re a valuable connection and a willing contributor to the collective knowledge of the network.

Best practices 195

Best practices CCNG Personalization 195

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Here are some tips for building a winning customer experience strategy. Companies that provide a seamless customer experience have a better chance of creating a loyal audience in the long run.

Customer Experience 183

Customer Experience Self service Advertising Chatbots 183

Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend.

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

Beyond Philosophy

AUGUST 27, 2022

Intuition is a concept that plays a major role in decision-making for all humans. Intuition is the way we can “know” things without using our reasoning. It is based on our instincts and experiences, and our need to find patterns for things in our lives. Unfortunately, intuition isn’t always right. Knowing when intuition could be correct and when it might not be is a critical skill for any of us, particularly in business.

Consulting 354

Consulting Consulting Surveys Customer Experience 354

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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

TechSee

AUGUST 31, 2022

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream. The impact of the jump from text and voice to video, is transformative, providing context and clarity to every interaction. However, not every visual engagement provider offers the ideal solutions to your needs.

APIs 109

APIs Enterprise Technology Self service 109

ShepHyken

AUGUST 31, 2022

“When pigs fly” is an idiomatic expression, which according to Wikipedia, refers to something that is so hyperbolic that it describes an impossibility. It’s typically a sarcastic remark. . For example, American author John Steinbeck was told by his professor that he would be an author when pigs flew. When he eventually became a famous novelist, he printed the insignia “ad Astra per alas porci” on every book he wrote, which loosely translated means, “to the stars on the wings of a pig.

Customer Service 174

Customer Service Personalization Customer Experience 174

OrecX

AUGUST 29, 2022

Health insurance providers can no longer avoid recording their customer/prospect calls. It is now the law. CMS Final Rule 2023 (from Centers for Medicare & Medicaid Services - CMS) was announced in May of 2022 and stipulates new call recording requirements for health provider agents. This new rule is set to go into effect on October 1, 2022 , and it will require all Medicare and Medicaid marketing calls (including enrollment related interactions) to be recorded and stored for 10 years.

Education 127

Education Sales Marketing 127

Eptica

SEPTEMBER 2, 2022

Date: Friday, September 2, 2022 Author: Pauline Ashenden - Demand Generation Manager The key questions to answer when embracing the cloud in your contact centre. Published on: September 02, 2022. Author: Pauline Ashenden - Demand Generation Manager With more and more contact centres seeing the benefits of moving to the cloud, companies are asking more detailed questions about the functionality and advantages that it provides.

Cloud contact 124

Cloud contact Best practices Chatbots Management 124

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

Integrity Solutions

SEPTEMBER 2, 2022

One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. This max exodus of talent may be slowing down a bit, but it’s far from over. More than two years later, even with the threat of a recession looming in the background, companies continue to struggle with finding talent to fill open positions.

Management 114

Management Coaching Employee engagement Surveys 114

ShepHyken

AUGUST 30, 2022

Selling with Service. Where Sales and Customer Service Meet. Shep Hyken interviews Frank Cespedes, a professor at Harvard Business School and the author of six books, including his latest, Sales Management That Works: How to Sell in a World that Never Stops Changing. He talks about how sales and customer service is changing and how organizations, from the frontlines to the C-suite, can adapt.

Sales 174

Sales Customer Service Management Customer Experience 174

Netomi

SEPTEMBER 1, 2022

Back-to-school, Christmas, or simply refreshing one’s home decor for the changing season. Whatever the occasion, the holiday shopping season is fast-approaching, and for some, already underway. Yet, this season is a bit different from those of the past. For one, consumer habits have evolved since the pandemic- nearly 40% have switched brands or retailers during the pandemic, and more than 80% have new shopping behaviors, such as adopting “buy online and pickup in-store” services.

Virtual Agent 105

Virtual Agent CRM Customer retention Accountability 105

Totango

SEPTEMBER 1, 2022

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming. The traditional fixed quarterly review is being replaced by real-time performance monitoring and artificial intelligence data analysis, enabling you to stay engaged with clients between scheduled reviews.

SaaS 100

SaaS Journey mapping Upselling Best practices 100

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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.

ChurnZero

SEPTEMBER 2, 2022

Does your company understand the potential of Customer Success? Unfortunately, a few CEOs still think it’s just a trendy name for customer support, or believe that CS is there to schedule meetings and keep customers happy. Your CS team’s success depends on how your organization sees your role. If CS is viewed as an amorphous, frivolous function, you’ll have less funding, less authority, and less influence.

Customer centricity 98

Customer centricity Customer Support Personalization Sales 98

ShepHyken

AUGUST 29, 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. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. (Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

Customer Service 165

Customer Service Customer retention Morale Advertising 165

inSided

AUGUST 31, 2022

Welcome to first post in our Pulse 2022 blog series! (AKA the Pulse cheat sheet of your dreams.) We're sharing key lessons and digital strategy from experts in Community, Customer Success, Product and more. Let's go!

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98

AnswerConnect

AUGUST 29, 2022

This month, AnswerConnect is helping TreePeople advance its school greening program aimed to protect students from harsh weather conditions. The post School Greening With TreePeople: AnswerConnect’s August Tree-Planting Partner appeared first on AnswerConnect Blog.

98

98

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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.

Customer Experience

CSM Magazine

AUGUST 30, 2022

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience. Despite the rush to digital, voice remains the most-used service channel – particularly for complex issues.

CRM 98

CRM Average Handle Time Consulting Consulting 98

kommunicate

SEPTEMBER 1, 2022

Last Updated on September 2, 2022 There are few things that come close to the chaos of running an E-commerce business. There are countless tasks that one must complete within a tight timeline if customer satisfaction and loyalty are to be upheld. At the same time, an E-commerce business owner cannot spend their whole life [.]. The post Top 10 Most Powerful Shopify Automation Tools for Ecommerce appeared first on Kommunicate Blog.

98

98

ConvergeOne

AUGUST 30, 2022

The City of Henderson, Nevada, serves 320,000 residents. ConvergeOne became the city’s go-to networking partner after supporting a firewall transition, assisting with training, implementation and long-term strategic planning for leveraging new technologies. ConvergeOne also helped set up rapid deployment kits that allowed the city’s emergency management and safety department to quickly and efficiently deploy COVID testing and inoculation centers.

Management 97

Management Technology Enterprise 97