Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. As per a report , the customer care BPO market is estimated to rise from US$22,598.82 million in 2022 to US$34, 570.73 million by 2028; it is likely to re

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Call Experts

OCTOBER 19, 2023

Behind the Scenes: A Day in The Life of a Call Center Agent Have you ever wondered what is it like for the call center agent answreing my phone when I partner with Call Experts? In this comprehensive blog post, we’ll take you on a journey through the world of call center agents, exploring the key performance metrics and the qualities that define a top-notch call center agent.

Call Center 59

Call Center Average Handle Time Coaching Metrics 59

DMG Consulting

OCTOBER 16, 2023

Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center As the end of the year approaches, enterprises are planning Q1 budgets ,and Donna Fluss has thoughts on the top three areas where contact center dollars should be allocated. The post Donna Fluss discusses the three things enterprises should invest in for the 2024 contact center appeared first on DMG Consulting.

Enterprise 62

Enterprise Contact Center Consulting Consulting 62

Tethr

OCTOBER 18, 2023

Learn how your call center can use predictive analytics to keep up with and proactively help your customers.

Call Center 115

Call Center Analytics 115

Advertisement

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.

SQM Group

OCTOBER 18, 2023

Stay ahead in the call center industry by staying updated on evolving customer service trends and preferences.

Call Center 82

Call Center Customer Service 82

Beyond Philosophy

OCTOBER 19, 2023

I want to let you into a little secret. I’ve learned to ask customers a question over the years. Ready to know what it is? Has anything changed since the last time I spoke to you? This question is a good one. Customers change their minds on many occasions. If you think they are still where they were two weeks ago, when you last spoke, you might be surprised that things have changed.

Journey mapping 221

Journey mapping Sales Surveys Education 221

LiveVox

OCTOBER 17, 2023

A CIO’s Guide to Tackling the Top 10 Contact Center IT Challenges In the rapidly changing digital landscape, the Chief Information Officer (CIO) role has never been more pivotal or challenging. As technology advances and business requirements expand, the IT department has become more than just a support system; it is a driving force for […] The post An Insider’s Guide for CIOs: Transforming Contact Center IT Challenges into Strategic Advantages appeared first on LiveVox.

Contact Center 52

Contact Center Technology 52

JustCall

OCTOBER 19, 2023

In the digital age, every business is looking to expand its footprint to new geographies. This is because organizations realize the untapped opportunities they can expand to if they take their digital offering to these markets. But there is a problem. With the expansion to new geographies comes the need for streamlined communication. This is pivotal in building trust and enabling your customers to contact your support teams easily.

Contact Center 52

Contact Center voip First call resolution Benchmark 52

ShepHyken

OCTOBER 17, 2023

“Curiosity killed the cat.” According to Wikipedia , this saying first appeared in a 1598 play, Every Man in His Humour , by English playwright Ben Johnson. The following year, Shakespeare used a similar quote in Much Ado About Nothing. The intent behind this saying is “to warn of the dangers of unnecessary investigation. …” In other words, be careful pushing for more information.

Coaching 352

Coaching Customer Service Customer Experience 352

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Callminer

OCTOBER 19, 2023

This blog explores why you shouldn’t rely solely on LLMs to unveil insights in customer conversations, and offers other AI techniques that deliver conversation intelligence advantages.

336

336

CCNG

OCTOBER 18, 2023

In a recent virtual member town hall discussion led by Dan, the focus was on an essential topic in the contact center industry: the intricate interplay between Employee Experience (EX), Customer Experience (CX), and Financial Strength. The conversation revolved around the importance of maintaining this equilibrium while emphasizing the need to put people at the forefront of these numerical metrics. 1.

Contact Center 195

Contact Center CCNG Metrics Customer Experience 195

Beyond Philosophy

OCTOBER 14, 2023

So, you think the sale is in the bag. The customer signed the paperwork and everything. However, when you log in the next day to email, there is a cancellation. You think, what happened? People change their minds all the time for a lot of different reasons. Sometimes, it is about something they ordered or bought; sometimes, it is about paint color or springing for the upgrades.

Sales 195

Sales Management Customer Experience 195

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Break down internal barriers, whether they are human or digital, that hinder the success of customer experience initiatives.

Customer Experience 217

Customer Experience B2C Government B2B 217

Advertisement

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

Self service

Callminer

OCTOBER 17, 2023

Customers are already telling you everything you need to know about their feelings toward your brand, if you listen. Read our blog to learn how VoC analytics drive CX improvements and strategies.

Analytics 182

Analytics 182

Bill Quiseng

OCTOBER 18, 2023

QUI TAKEAWAY: If you advertise “Satisfaction Guaranteed”, what would you do differently? Do more. Do better. Do it now. When it comes to your customers and customer service, don’t just be good. Be GREAT out there! You are happy because customers were satisfied with their purchase of your product or a resolution with your service. But that’s not good enough.

Advertising 158

Advertising Customer Care Customer Service Customer Experience 158

AWS Machine Learning

OCTOBER 19, 2023

Companies increasingly rely on user-generated images and videos for engagement. From ecommerce platforms encouraging customers to share product images to social media companies promoting user-generated videos and images, using user content for engagement is a powerful strategy. However, it can be challenging to ensure that this user-generated content is consistent with your policies and fosters a safe online community for your users.

APIs 106

APIs Best practices Advertising Accountability 106

Totango

OCTOBER 18, 2023

It’s that time! G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. “Leader” in the Grid® Report for Customer Success Software and “Leader” in Grid® Report for Customer Data Platform are two of our favorites and clearly demonstrate our commitment to driving customer business results.

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

VirtualPBX

OCTOBER 19, 2023

In the ever-evolving landscape of business, knowledge is power. Every entrepreneur, whether seasoned or aspiring, understands the importance of having access to valuable resources, insights, and strategies. In our relentless pursuit of supporting businesses across diverse industries , we are thrilled to announce a game-changing initiative: the introduction of our Playbooks.

Real estate 105

Real estate Finance Marketing Enterprise 105

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? There is more and more discussion about this question, especially now living in an era where customer feedback is louder than ever. The frequency and timing of companies asking for customer feedback can be somewhat unclear, largely due to the diverse practices across different businesses and industries.

Feedback 83

Feedback Analytics Surveys Benchmark 83

Cisco - Contact Center

OCTOBER 16, 2023

With the ever-increasing complexity of technology, organizations must build cybersecurity resilience to stay ahead of the unknown, persistent, and lurking threats. And the threat is growing.

Technology 98

Technology 98

Momentum Telecom

OCTOBER 19, 2023

Despite the rise in popularity of digital channels, phones are still the top dog in business communications. 52% of businesses still consider phone calls to be their primary communication tool. 1 And as 65% of consumers prefer to call companies over other channels like texting or emailing , 2 it’s clear phones aren’t going away anytime soon. Having a reliable voice solution is more important than ever, but choosing the right one for your business from the sea of available options can be overwhe

voip 97

voip Analytics Management 97

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

COPC

OCTOBER 16, 2023

During the Execs in the Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session. We share some of the key highlights from these insightful discussions below.

Transportation 94

Transportation Surveys Technology Contact Center 94

AWS Machine Learning

OCTOBER 18, 2023

Purina US, a subsidiary of Nestle, has a long history of enabling people to more easily adopt pets through Petfinder , a digital marketplace of over 11,000 animal shelters and rescue groups across the US, Canada, and Mexico. As the leading pet adoption platform, Petfinder has helped millions of pets find their forever homes. Purina consistently seeks ways to make the Petfinder platform even better for both shelters and rescue groups and pet adopters.

APIs 93

APIs Metrics Consulting Consulting 93

Cisco - Contact Center

OCTOBER 20, 2023

For more than twenty years, Deloitte and Cisco have been dedicated to creating meaningful results for our mutual clients in the ever-evolving digital landscape.

Marketing 100

Marketing 100

LiveVox

OCTOBER 16, 2023

Genuine, authentic marketing is a lot like philosophy. It’s built by asking big questions: What value does this company bring to the market? What is its purpose? How and why does it make sense for its customers? We sat down with LiveVox CMO Nick Bandy to get to know him better and learn how he […] The post LiveVox CMO Nick Bandy on Building a Strong Brand and Telling Stories That Sell appeared first on LiveVox.

Marketing 92

Marketing 92

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

Contact Center

Fonolo

OCTOBER 19, 2023

If you’re in the contact center industry, 80/20 service levels are likely nothing new. You may have used 80/20 service levels in your operations! You may have wondered where those SLAs came from and if they are right for your business. Those are good questions! Contact center managers know that SLAs are essential for defining and measuring success for their businesses.

Contact Center 81

Contact Center Service level Abandon rate Construction 81

Helpware

OCTOBER 17, 2023

Teaching a computer to see and identify objects is growing increasingly important as artificial intelligence (AI) and machine learning (ML) find more mainstream uses. There are applications in a variety of fields, from automotive and healthcare to agriculture and entertainment. But how do machines use cameras as eyes and then identify what they see?

Automotive 87

Automotive Entertainment Healthcare 87

Cisco - Contact Center

OCTOBER 16, 2023

Cisco announces new Multicloud Certifications focused on connectivity and security to ensure IT professionals have the skills to defend future cyber-attacks – get started with a special deal on Cisco … Read more on Cisco Blogs

95

95