CCNG

AUGUST 3, 2022

We all have something worth sharing stemming from the information we consume, the events we experience and our personal insight. For a complete list of all 24 best practices you can use this link for a copy of the full white paper. When you run across a valuable article, webcast, book or blog don’t keep it to yourself.

Best practices 195

Best practices CCNG Marketing Personalization 195

Fonolo

JUNE 14, 2018

Overhauling company infrastructure to provide a more ‘personal’, intimate customer experience: Companies who have seen success in both online and in-store sales continue to reach the customer at every turn, via pop-up shops, alerts, and other innovative means. Working to improve chatbot technology is a trend to consider this year.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

CCNG

DECEMBER 1, 2022

The more you work in isolation the greater your risk for personal burnout and professional stagnation. For a complete list of our best-practices you can use this link for a copy of the full white paper. We’ll leave you with one final thought and recap a full spectrum of strategies.

Best practices 195

Best practices CCNG Personalization Customer Service 195

Inbenta

AUGUST 23, 2024

It’s like having a personal assistant right at their fingertips. Read the full white paper, “ Building Policyholder Loyalty with AI ” to get the rest of the story. By embracing AI-powered solutions, insurers can deliver extraordinary experiences that keep policyholders loyal and satisfied.

Virtual Agent 52

Virtual Agent Engineering Chatbots Advertising 52

Callminer

MARCH 12, 2020

Data collection techniques of all kinds that involve persons who reside in or are from the EEA must make reasonable attempts to preserve said persons’ anonymity in addition to obtaining consent prior to collection of said data. Other debts primarily for household, family, or personal use. Preserving Anonymity.

Call Center 182

Call Center Analytics Best practices Government 182

24-7 InTouch

AUGUST 2, 2024

Personalized follow-ups and tailored product recommendations can make a significant impact. Implement VIP programs that offer exclusive benefits such as early access to new products, special discounts, or personalized customer service. Explore our detailed white paper on the art of customer loyalty today.

Customer Experience 52

Customer Experience Upselling Personalization Surveys 52

Fonolo

NOVEMBER 30, 2017

In Fonolo’s latest white paper, “ 9 Critical Contact Center Trends for 2018 ,” it’s revealed that 18-24 year olds actually express an increased appreciation for the voice channel. Once they do reach a live agent, they’re already annoyed by the experience and place blame on the wrong person; the CSR.

Interactive Voice Response 194

Interactive Voice Response Call Center Contact Center Metrics 194

Talkdesk

MAY 28, 2020

In the white paper “ Voice over VPN vs. voice over cloud: a side-by-side comparison ” we explore why a cloud alternative makes the most sense in terms of speed, cost and reliability when you need to transition thousands of customer support agents to a work-from-home (WFH) environment.

Contact Center 79

Contact Center Personalization Customer Support Technology 79

JivoChat

JUNE 26, 2022

You will understand how to use the power of words to get more leads, techniques for writing white papers, and how to write effective press releases. White papers. Copywriting White Papers. A part of the course is dedicated to writing the white paper, and applying the techniques that you were introduced to.

B2C 75

B2C B2B Sales Best practices 75

Fonolo

AUGUST 22, 2018

A study by the Shepell-fgi Research Group reported that in a typical contact center setting, 14 out of every 100 employees experience high levels of personal stress. For more easy customer service hacks, download our free white paper: 10 Trends That Will Disrupt Customer Service in 2018.

Contact Center 187

Contact Center Sales Service level Customer Service 187

Callminer

FEBRUARY 19, 2020

Effectively screening for the best available recruits and nurturing their development into top-notch agents involves considering numerous factors, such as the following: Personality. People with a penchant for learning new concepts and a touch of self-motivation where improvement is concerned tend to be the best fit for this type of work.

Call Center 287

Call Center Accountability Technology Customer Support 287

TechSee

MARCH 12, 2019

Visual support – where service is provided over a live video connection – has proven to be an effective method of driving high customer satisfaction ratings and building customer loyalty through personalized service. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs.

Contact Center 111

Contact Center Average Handle Time First call resolution Self service 111

Fonolo

OCTOBER 20, 2022

The personal email addresses, passwords, and credit card numbers that are all in a day’s work for a call center, are very desirable to cyber criminals. Read on for a quick overview of call center security, or take a deep dive on the topic with our comprehensive white paper. It won't cost you a penny, we promise.).

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. In this white paper we focus on the information made available to contact center agents.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ConvergeOne

JUNE 21, 2022

Step 2: Ensuring Personalized Experiences with Quality Assurance and Coaching. Businesses can achieve an optimal customer experience if they are able to understand and personalize the customer’s journey. Download the full white paper below. The next step on the journey to WEM is quality assurance (QA). Can’t wait?

Management 71

Management Contact Center Coaching Analytics 71

ConvergeOne

JANUARY 25, 2022

Sun Tzu had a saying that goes something like this: “The person who wins the battle makes many calculations before the battle is fought. The person who loses makes but few calculations beforehand.” WHITE PAPER] Top 12 Tips for a Successful Risk Management Program.

Management 90

Management Enterprise Healthcare Accountability 90

Quadient

MAY 23, 2022

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. . These interactions have two components. Customer Experience. Experience.

Contact Center 105

Contact Center CRM Call Center Personalization 105

Callminer

MAY 27, 2020

For additional information on improving the customer experience through analytics, download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics. Well-trained call center agents can provide a personalized, human touch to communication over the phone that other mediums might not register as readily.

Call Center 207

Call Center Contact Center Interactive Voice Response Self service 207

Callminer

FEBRUARY 5, 2020

For more information on leveraging Voice of the Customer solutions with data-driven strategies, as well as recognizing their impact on brand loyalty and your business’s bottom line, download our white paper, Measuring the Voice of the Customer: Data Driven Strategies & Tools to Unlock Voice of the Customer Insight.

Best practices 251

Best practices Call Center Metrics Surveys 251

Beyond Philosophy

MAY 14, 2015

Trust allows your Customers to feel comfortable handing you their business (and personal information). One of the most important emotions that your Experience generates with your Customers is Trust. It is what drives them back to you, even when your competitors try to lure them away.

Self service 402

Self service Best practices Customer Experience Call Center 402

Beyond Philosophy

SEPTEMBER 7, 2015

Post blogs, articles and create white papers that share information on the latest and greatest happening, not just with you and your company, but in your industry. Don’t just have a personal or company profile. You will become a valuable resource to your customers when you post information about your products and your industry.

Advertising 416

Advertising Engineering Consulting Consulting 416

ConvergeOne

JANUARY 19, 2021

and break into your personal and financial data. An important factor is to NOT reuse personal passwords with corporate assets or vice versa. If a cybercriminal were to break into a personal Gmail account with the same password that is being used for your database at work, they will have access to critical company assets.

Finance 91

Finance Banking Accountability Personalization 91

Uniphore

JANUARY 21, 2022

Artificial intelligence humanizes and personalizes healthcare CX. This data allows healthcare service providers to create positive, highly personalized experiences that build consumer trust and improve provider reputation. The post AI-Powered Analytics Drive Healthcare Compliance and Personalize CX appeared first on Uniphore.

Healthcare 59

Healthcare Analytics Personalization Biotechnology 59

ShepHyken

NOVEMBER 24, 2017

Provide the same level of service that you would in person or over the phone, take any opportunity to go the extra mile, and who knows—perhaps someday, you’ll be looked at as the prime example of how others should be using social media! This is a simple and effective way to make each customer feel that their time and patronage is valued.

Customer Service 221

Customer Service B2B B2C Accountability 221

Callminer

FEBRUARY 10, 2020

If you are interested in learning about improving performance among your agents and bolstering agent retention within your organization through interaction analytics, take a look at our white paper, Understanding How Interaction Analytics Can Reduce Agent Attrition. Room Capacity. Emergency Exits and Protocol.

Call Center 182

Call Center Coaching Morale Analytics 182

ShepHyken

JULY 15, 2016

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. As part of his role, Hoffman works directly with clients on projects such as e-books, white papers, executive Q&As, case studies, and webinars. Shep Hyken.

Customer Experience 198

Customer Experience Journey mapping Feedback Surveys 198

ConvergeOne

JULY 25, 2023

AI Privacy Risks As AI utilizes data lakes to make business decisions, so could a hacker who manipulates the system and collects personal identifiable data. You may also download my full white paper on Security/Privacy Concerns and Mitigative Measures in the Age of Artificial Intelligence.

Healthcare 84

Healthcare Technology Personalization 84

NICE inContact

JULY 26, 2019

Personalized recommendations lead to upselling and cross-selling. Customer desire for personalization isn’t new. Discover the possibilities in our latest white paper: AI for CX: Practical Investments, Proven Return. Download the white paper today. How does a contact center meet these demands?

Contact Center 55

Contact Center Chatbots Upselling Analytics 55

Cisco - Contact Center

FEBRUARY 21, 2020

AI is “super-augmenting” resources in delivering tangible personal and business value. To learn more about how to create a customer-centric organization read our white paper . Why CX pursuits lean on more use of technology, but the human is still supreme. Join our 30-minute on-demand webinar today.

Customer Experience 104

Customer Experience Customer centricity contact center solutions Contact Center 104

Callminer

FEBRUARY 24, 2020

With real-time call quality monitoring , managers can provide personalized feedback and coaching, ultimately resulting in better-performing agents and increased customer satisfaction.

Best practices 207

Best practices Call Center voip Morale 207

Fonolo

FEBRUARY 15, 2018

3) Add a Personal Touch. Organizations that use this data properly can give their customers a better and more personalized experience, outshining the competition. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Call Center 75

Call Center Contact Center Big data Coaching 75

Fonolo

FEBRUARY 1, 2018

Here’s an example: Have agents pair up and sit with their backs to each other, then let one person describe a drawing while the other draws it. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry. Together, the two work like magic!

Contact Center 92

Contact Center Call Center Metrics Feedback 92

Integrity Solutions

JANUARY 15, 2020

Maybe, deep down, the person fears rejection. View of Abilities: A person’s inner beliefs about whether they have the necessary talents and abilities to be successful in sales. Commitment to Activities: How diligent the person is about doing the activities that long-term sales success demands.

Sales 81

Sales Coaching Banking Morale 81

Up Your Service

NOVEMBER 28, 2019

This program is now delivered in person, online, with ‘Train-The-Trainer’ support, is easily customized, and has been translated into 15 languages for clients around the world. A lot of the research has been published in this white paper which Harvard Business Review enjoyed and they excerpted it into an article.

Customer Service 52

Customer Service B2C Education B2B 52

InGenius

JULY 27, 2017

We're pleased to share a new white paper written by McGee-Smith Analytics that tackles the subject of digital transformation for the contact center industry. The white paper highlights: The road to digital transformation in a contact center. Personalization as the key to a successful customer journey.

Contact Center 48

Contact Center Education Self service CRM 48

VocalCom

JUNE 24, 2020

With the development of machine learning, organizations can deploy innovative, personality-based routing: smart pairing technologies allow, based on dynamic behavioral patterns, to match the best agent with each customer to increase the number of positive contacts and enhance satisfaction levels.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Fonolo

JANUARY 3, 2018

Taking it Too Personally. By understanding that something, most likely out of your control, has caused this person to become enraged the better off you’ll be. The worst thing you can do if a person is screaming at you, or giving you attitude, is replying with the same forceful tone. Raising Your Voice. An absolute no-no.

Contact Center 97

Contact Center Feedback Personalization Metrics 97