Helpware
JULY 18, 2023
Call centers have played a crucial role in the business world for decades, especially as technology has evolved. Today, they aim to educate and foster smooth communication between companies and consumers. Call centers are the frontline of a business’s customer experience. You must stay on top of the latest call center technology advancements to stay ahead of the customer service curve.
Callminer
JULY 17, 2023
Speech analytics in the call center is a new, innovative application of AI and has become a crucial tool for businesses seeking to improve customer service.
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ConvergeOne
JULY 18, 2023
The reality is that you’re not as behind as you might have thought you were if you’re not already in the cloud. Well… to be honest, you might still be pretty far behind in terms of modernization (as most organizations are), but at least when it comes to cloud adoption, your timing couldn’t be better.
Expivia
JULY 19, 2023
Contact centers are the heart of any business. They not only shape customer experience but also play a key role in driving revenue. However, shaping an effective contact center culture isn’t just about adhering to KPIs and maintaining quality scores. It’s about identifying the core values that will drive the center’s operations, aligning those values with your business strategy, and instilling them in every member of your team.
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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.
SmartKarrot
JULY 19, 2023
It’s awe inspiring to see AI-generated Drake and The Weeknd songs go viral, Adobe unveiling future of Creative Cloud with Generative AI and ChatGPT becoming pervasive across tools and platforms. Such technologies are usually grounded in data and computing power. These make today’s systems more and more intelligent. When it comes to post-sales operations, it is evident that these technologies can assist us in extracting valuable insights from the vast amount of data.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
OctopusTech
JULY 17, 2023
Do you know that 80% of the population in the USA uses email? Customer retention email plays a major role for the growth of any company. If you are a business owner, you might know the importance of attracting a new audience to the brand. But what about your existing customers who keep purchasing your products? This is where customer retention email comes in as with this a company can use different email strategies to make them buy the goods again from a brand.
Vcaretec
JULY 18, 2023
It's a wise move to decide to call center outsourcing solutions so you can maintain your attention on what matters most—running your business! However, it's only effective if you pick the correct supplier. If you're not careful, outsourcing could cause you more problems than it's worth. The call center outsourcing best practices that result in the most successful contact center projects will be shared in this article.
LiveVox
JULY 19, 2023
Customer care has long been perceived as a cost center—a necessary but burdensome expense. However, forward-thinking businesses have discovered that a well-designed customer care strategy can actually become a cash generator. By leveraging effective strategies and tactics, companies can turn customer care into a revenue-driving powerhouse. In this article, we will explore key approaches to […] The post How To Devise a Customer Care Strategy That Actually Drives Revenue appeared first on Li
ShepHyken
JULY 17, 2023
Top Takeaways: Employee experience is the new customer experience. It goes beyond a diverse, inclusive, and equitable workforce. It is also about company culture, training, work environment, and how an organization supports growth that plays into how people think about a brand. Many people in diverse workforces report being discriminated against. According to Deloitte’s State of Inclusion survey , nearly 2/3 of workers have experienced bias in the workplace, and 40% experience bias at leas
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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.
Beyond Philosophy
JULY 20, 2023
I was at a drugstore standing before the vitamin shelves the other day. There are hundreds of bloody vitamin options. It got me thinking about how these various vitamin companies differentiate themselves and how that applies to non-vitamin-providing organizations, too. (To be fair, one vitamin bottle caught my attention. In large text, it read “Chillax.” But I will get back to that in a minute.
CCNG
JULY 19, 2023
Workforce Management (WFM) is the art and science of scheduling the right number of people with the right skills, at the right time, to handle work within service level and budget. Forecasting is the key to solving the puzzle of scheduling the right number of people. It lays the foundation for efficient staffing levels and optimal resource utilization.
Callminer
JULY 19, 2023
Learn how to manage the rollout of an AI-powered conversation intelligence solution to maximize ROI in the first 90 days.
ShepHyken
JULY 19, 2023
At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Then it was my turn to speak. I didn’t want to contradict him, but I needed the audience to understand that it is impossible to go above and beyond with customers at every interaction.
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!
Beyond Philosophy
JULY 15, 2023
Have you ever noticed how many vitamin options there are at a drug store? If not, you should know there are hundreds. It is bloody overwhelming. All these vitamins got us thinking about differentiation. If your product isn’t that different from another, like a B-12 vitamin, how do you differentiate yourself from the competition? Vitamin companies are not alone here.
TechSee
JULY 17, 2023
Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. However, the implementation of LLMs also presents its fair share of challenges.
The Northridge Group
JULY 20, 2023
Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. Despite this, more than 1/3 of business leaders want their associates back in the office, creating a great divide between business decision-makers and their teams.
ShepHyken
JULY 17, 2023
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. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.
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.
BlueOcean
JULY 20, 2023
It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate about the relative merits of work-at-home versus work-in-office. In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process.
kommunicate
JULY 21, 2023
Last Updated on July 21, 2023 Let’s begin with getting a basic understanding about a Hospital Management System (HMS). “A hospital management system (HMS) can be defined as an integrated software that handles different aspects of clinic workflows, such as administrative, medical, legal, and financial.” It is a wise investment for healthcare organizations as it [.
TeamSupport
JULY 20, 2023
Efficiently managing customer support workflows is vital for businesses aiming to deliver exceptional customer experiences. However, support teams often encounter difficulties when using Jira, the popular project management and issue tracking tool. Recognizing these struggles, we here at TeamSupport are proud to launch a groundbreaking enhancement to our Jira integration.
Lumoa
JULY 17, 2023
Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity. If you’re wondering how to get started with your digital transformation and what aspects to prioritize, this article is the perfect starting point!
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.
Hodusoft
JULY 19, 2023
In-Depth Guide: Inbound Call Center Software Inbound call center software is an essential tool for delivering optimal customer service. It is designed to help businesses in efficient management and handling of large volumes of incoming customer calls. Choosing the right inbound call center software can help businesses in improving customer satisfaction, reducing wait times, and increasing operational efficiency.
Cisco - Contact Center
JULY 20, 2023
It’s not news to any of us that we have a serious workforce gap in the tech world. Experts predict the global talent shortage to surpass 85 million by 2030, which translates to $8.
LiveVox
JULY 17, 2023
The business process outsourcing (BPO) industry plays a vital role in today’s global economy. However, like any other industry, BPOs face their fair share of challenges. In this article, we explore the common hurdles that BPOs encounter and discuss how LiveVox offers innovative solutions to help the industry overcome these challenges and drive success.
AnomalySquared
JULY 21, 2023
Anomaly Squared is proud to now offer offshore call center services to it's already success call center outsourcing services.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
JivoChat
JULY 19, 2023
Businesses, sports teams, educational institutes, and organizations leverage data to enhance results. While there are different types of data that you, as a business, can dive into, primarily, it helps make meaningful decisions. One avenue of data collection is social media, often known as social data. We’d love for you to check out our piece on the evolution of social data & audience intelligence.
Cisco - Contact Center
JULY 18, 2023
Simplifying how customers purchase, deploy , and realize benefits of data protection and management Benjamin Franklin wrote that nothing is certain “except death and taxes.
LiveVox
JULY 18, 2023
In today’s digital age, technology has become an integral part of many industries, including education. With the increasing reliance on digital lending technologies, it’s no surprise that they’re making a significant impact on student success and satisfaction when it comes to borrowing and planning for the future. Education statistics back this up.
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