VirtualPBX

DECEMBER 17, 2020

Sure we enjoy the extra half hour in bed, we’ve had time to conquer the coffee machine and we can finally make those healthy lunches we craved after five supermarket sandwiches in a row, but the question still remains — are we as productive? The best thing about digital tools is they don’t just help out the individual, but your whole team.

Management 93

Management Time management Analytics Marketing 93

VocalCom

JULY 2, 2020

According to the 2020 CallMiner Churn Index, emotion is key to retention: after price, key drivers of termination include emotional factors like loyalty and fair treatment. Agents will therefore need to develop new and more sophisticated skillsets and the profession will evolve to include resources with education and skills.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

SharpenCX

OCTOBER 21, 2020

The company knows that happy employees make happy customers, so they invest in their team. And because they do, their team is delighted to invest in their customers. Employee reviews on the site tout an outstanding company culture, a keen attention to employee needs and a leadership team that truly cares about employee well-being.

Advertising 67

Advertising Sales Management Customer Service 67

SharpenCX

FEBRUARY 4, 2021

If you’re wondering how to start a call center, chances are, what you’re really looking for is an action plan to scale your customer service team. But others use the technology, business plans, and efficiencies learned through operating call centers to scale modern customer service teams. Step 2: Choose your leaders.

Call Center 67

Call Center Customer Service virtual call center Coaching 67

Integrity Solutions

MAY 24, 2023

All the product knowledge, core selling skills, time and CRM management capabilities are far less impactful to the ultimate success of a salesperson than their core attitudes, beliefs, values and motivations. A balance of skill set, mindset and process are needed to help salespeople thrive and succeed to their fullest potential.

Sales 52

Sales Coaching Accountability Personalization 52

Playvox

NOVEMBER 2, 2021

Let’s explore five current shopping trends, and what this behavior means for those of us in the contact center industry. Before I leave my house each day, I go through a mental checklist: keys, phone, purse, mask. grew more than three times as quickly from 2019 to 2020 as it did during the previous five years. Hybrid Holiday.

Contact Center 73

Contact Center Sales Customer retention Customer Service 73

Fonolo

NOVEMBER 17, 2020

We asked the contact center industry’s top influencers and business leaders what they thought the most significant contact center trends in 2021 would be. Virtual working has many benefits that haven’t even been realized because companies are resisting the change. Here’s what they said. Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Liveops

JANUARY 6, 2020

Companies that leverage a virtual workforce with Liveops see a 15-33% increase in guest satisfaction. . The CCW 2019 Market Study (PDF) says 95% of organizations expect automation to become a large part of business operations over the next five years. Look for these top themes in the workforce this year. .

Call Center 62

Call Center virtual call center Surveys outsourcing 62

Creative Virtual

DECEMBER 10, 2020

Around this time every December, I put cursor to page and fingers to keyboard to take a look back over the last 12 months and reflect on some of the highlights of the year for Creative Virtual. Creative Virtual started 2020 celebrating the company’s Sweet Sixteen. Read Part 1 here and Part 2 here.

Virtual Agent 52

Virtual Agent Chatbots Technology Personalization 52

COPC

JUNE 4, 2020

“We need to focus more on the issues that trouble us in these remote working times and innovate with technology to combat privacy concerns, quickly adapt and adopt platforms for virtual collaboration (some of which have such an impressive ability to foster teamwork) and keep an open mind. Fernandez, EVP Malaysia & India / Group CIO.

Best practices 55

Best practices Automotive outsourcing Contact Center 55

Inbenta

MAY 7, 2021

Part of your plan should be creating a standard process that everyone should follow, to ensure consistency across the team. There are a lot of questions to answer when creating your new strategy, including: What do your customers need and expect from your team? It’s worth working out your average and seeing how you compare.

Customer Service 116

Customer Service Interactive Voice Response voip Multichannel 116

The Petrova Experience

JULY 16, 2020

Research results show leaders are making changes yielding positive outcomes. Bravo to these senior leaders, a group smart and capable of making big changes! How will leaders guarantee these better, more-efficient work habits will continue once the pandemic is controlled?

Consulting 52

Consulting Consulting Personalization Surveys 52

aircall

FEBRUARY 1, 2021

Have you ever looked at a high-performing sales team and wondered what kind of sales team training empowered them to be the best? As you develop your sales team training program, you’ll need to have a good understanding of the purpose and goals of the training. What Is Sales Team Training?

Best practices 62

Best practices Sales Call Center Coaching 62

Global Response

MARCH 27, 2023

So, not only is great customer experience a key differentiator among brands, it’s also a key driver for brand loyalty and even sales and profitability. 4 Key Attributes of Good Customer Service Customer service has many components, but the most essential elements break down to just four key categories. Connection.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

aircall

MAY 16, 2017

In order to satisfy them, your business requires a crack support team. Here are five customer support job descriptions to man every station and delight your customers. We’ve put together cheat sheets for each of these positions, in order to present a holistic model of a successful support team. For the most part, at least.

Customer Support 81

Customer Support Virtual Agent Coaching Accountability 81

The Northridge Group

MAY 2, 2023

To get a handle on ChatGPT, its implications, benefits, challenges, and best practices for contact centers we had a virtual conversation recently with Nathan Hart, Senior Director of Technology, Solutioning & Data Analytics, The Northridge Group. Q: What are the key features of ChatGPT based on GPT-4?

Contact Center 67

Contact Center B2C Chatbots B2B 67

JustCall

AUGUST 8, 2023

To make matters worse, these business leaders have to make do with a shoestring budget and tiny marketing spend. It’s like having an AI-powered virtual assistant that works overtime to handle all your customer inquiries, process orders, and manage appointments 24x7x365. With the advent of AI automation, this reality is changing.

Sales 52

Sales Marketing Call Center Accountability 52

Customer Relationship Metrics

JULY 26, 2017

According to 65% of recruiters, a lack of skilled candidates in the market remains the largest obstacle to hiring. Too often, holding people accountable is a kneejerk reaction based on the leader’s own fear of failure. Effective setting of employee expectations is a critical part of successfully leading and managing a team.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

NobelBiz

AUGUST 18, 2020

People Before you get the hang of managing people, you need to make sure you have the right people for the job. Employees that should never work in a call center end up here and that’s typically between it’s one of the first stepping stones for many people when they start looking for work. That’s no different in a call center.

Call Center 52

Call Center Management Gamification virtual call center 52

ChurnZero

JANUARY 10, 2020

For Customer Success teams to continue to expand, it’s crucial they have dedicated leadership to rally internal support and fortify their position within the broader organization. . I’m confident that our team and community will benefit greatly from her experience.”. 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

Maru Group

APRIL 16, 2020

Their hashtag #PlayApartTogether has been picked up by dozens of game industry leaders, with some brands adopting their own – like Electronic Arts’ #stayandplay – encouraging their networks to play their part to flatten the curve. What should gaming brands be doing to attract and retain new players? Connection.

Entertainment 59

Entertainment Education Personalization Marketing 59

AWS Machine Learning

MARCH 14, 2024

When users ask questions, our virtual assistant rapidly searches through the Amazon Kendra index to find relevant information. This is a guest post co-written with Scott Gutterman from the PGA TOUR. Generative artificial intelligence (generative AI) has enabled new possibilities for building intelligent systems.

Engineering 101

Engineering APIs Technology Finance 101

Vistio

DECEMBER 15, 2021

He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association. He has been named a top thought leader in the contact center space and serves on the steering committee for the Northern California Contact Center Association.

Contact Center 52

Contact Center Banking contact center associations Technology 52

Vistio

APRIL 2, 2022

Michele’s an accomplished speaker, author, executive team member, and consultant. And then I moved to London, to the UK, where I was based for five years. She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. KEY TAKEAWAYS. Connect with Brandon on his platforms: Website. PLAY AND SUBSCRIBE. Or, listen on: Apple Podcasts. Google Podcasts. It’s Brandon Caudle.

Technology 93

Technology Employee engagement Personalization Customer Support 93

CX Global Media

OCTOBER 15, 2018

Most often, contact center senior leaders promote their best agents to be supervisors without equipping them (more than 50% fail) with vital new leadership skills focused on the six core competencies they must develop. Like most leaders a majority of learning comes from their community of peers. Supervisor Training Reset.

Contact Center 269

Contact Center Morale Call Center Metrics 269

SmartKarrot

FEBRUARY 2, 2022

With 500+ attendees, the webinar highlighted some key strategies, situations, and best practices for the customer success industry. Here is the full webinar recording followed by a selection of key takeaways from the webinar. Here are the top 10 key takeaways from the session. About the Panel. Takeaway 2: AI in Customer Success.

Upselling 19

Upselling Best practices Sales Accountability 19

CrazyCall

NOVEMBER 22, 2018

There are really cool and clever ways to pepper in those case studies through references and credibility indicators if you have the skills. There are five things that you need to do in a sales conversation, and these will never change. So let’s get into it. Dan, you are a world famous business coach for SaaS founders. Do you follow up?

Sales 61

Sales SaaS Coaching Outbound sales 61

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders and influencers are the real deal, and which ones are not. So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Russel Lolacher

JANUARY 8, 2022

KEY TAKEAWAYS. I love this quote, actually, on her website, it says, I can help the most stubborn, inexperienced or word phobic employees at your organization improve their writing skills, so they can do their jobs better. Check out all the episodes of Relationships at Work. Connect with Leslie on her platforms: Twitter.

Employee engagement 45

Employee engagement Personalization Coaching Consulting 45

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Investing in the team’s skills is a great way to start. Here, you’ll learn five insightful tips to transform your eCommerce customer service by investing in your team. It includes: Standards. Strategies.

Customer Service 357

Customer Service Chatbots Education Feedback 357

AWS Machine Learning

NOVEMBER 22, 2023

The technical sessions in our track are divided into five areas. If you’re new to re:Invent, you can attend sessions of the following types: Keynotes – Join in person or virtually and learn about all the exciting announcements. And although our track focuses on generative AI, many other tracks have related sessions.

Engineering 110

Engineering Best practices APIs Government 110

Netomi

SEPTEMBER 20, 2021

Key features. Dedicated customer success team. It allows internal teams (IT help desk, HR and other business operations teams) to enjoy 5x faster resolutions by immediately answering 40% of requests automatically. Key features . However, not all AI chatbots are the same. The 13 Best AI Chatbots for Business.

Chatbots 126

Chatbots APIs Surveys Analytics 126

Comm100

NOVEMBER 27, 2017

Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too. rawpixel.com. From Papa John’s NFL apology to Louis C.K.’s It turns out that to err is human, but to apologize (at least genuinely) may be less so.

Advertising 116

Advertising Transportation Airlines Personalization 116

SharpenCX

DECEMBER 2, 2020

After success moving workers home at the start of the pandemic, many business leaders realized the cost savings, inherent flexibility and productivity spikes that come with flexible work. Make a checklist of the current platforms you use to support your contact center, and ask yourself a few key questions to evaluate your tech.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

Integrity Solutions

JULY 25, 2023

One thing is certain: Across the banking spectrum, building and maintaining trusted advisor relationships, as well as demonstrating integrity and relationship skills, has become critical — and all financial institutions have work to do in this area. — which have several advantages due to their nonprofit status.

Banking 72

Banking Coaching Sales Employee engagement 72

Russel Lolacher

JANUARY 8, 2022

In episode three of Relationships at Work, I chat with Kate Nasser , author and People-Skills Coach, as we look at identifying negativity in the workplace and how to address it for ourselves and for our organization. She’s an author and her book is called Leading Morale: The People Skills to Stop Negativity and Ignite Contributions.

Construction 52

Construction Coaching Morale Personalization 52