our-process 
Contact Center Pipeline
AUGUST 18, 2020
As we all learn to navigate our way through this global crisis, there are increasing demands on our contact center agents as well as the leaders who support them. When you put your people and your customers at the center of your process and technology decisions, […]. COVID-19 has impacted everyone’s lives in so many ways.
Guru
APRIL 15, 2021
We don’t just encourage our users to make the most out of the onboarding experience with Guru, we practice what we preach in-house. We spoke with our Lead People Operations Specialist Bobby Lundquist about what he does to ensure that new members of the Guru team have a stellar onboarding experience.
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Kapta Customer Success
NOVEMBER 15, 2021
Oftentimes, it sounds like a great option for organizations, but they don’t know where to begin with implementing this new process. Key account management can be an overwhelming idea.
Fonolo
JULY 2, 2019
Last week, Fonolo hosted an insightful live discussion on the current state of AI and Natural Language Processing (NLP). NLP, or natural language processing, is a fairly specific concept. It is the process of extracting intent from human language. In theory, this leads to higher completion rates with self-serve processes.
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But many companies wonder about their own CX maturity and how they can start improving their operations and processes to deliver strategic, exceptional CX. Inside you will learn more about Verint’s Digital Maturity Model, where we share real tactics and strategies based on what has worked for our clients around the world.
CCNG
FEBRUARY 14, 2024
The question is, have our contact centers kept up with this knowledge evolution? labor dollars) at a process that isn’t working operationally. All the companies I worked for had a way for agents to find information and follow processes. We had special tutors available for our remote agents when they arrived in nesting.
Beyond Philosophy
OCTOBER 5, 2023
Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos!
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LinkedIn Recruiter is an effective way to start the recruitment process for an open position. Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.
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Since LinkLive's founding in 2003, security has been at the core of our DNA; from our policies and processes to our infrastructure and architecture.
Speaker: Richard Kenny, Sr Marketing Manager - Contact Center, Poly; Roger Lee, VP Customer Success, Gridspace; and Ron Owens, SVP Operations, Avtex
The new year is here and it's time to plan for the ever-changing needs within our industry. Each participant will provide recommendations on how to address people, process, technology, and strategy as we continue to serve the needs of our employees and customers in an ever-changing customer service business environment.
Advertiser: ZoomInfo
Every go-to-market team knows the frustrations that come from a drawn-out sales process. Dig into our data-backed guide to learn: Proven methods for warming up cold calls Coaching points for responding to price pressure early and often Front-line examples of how to win the battle for customer retention Slow-moving compliance reviews.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
But our research indicates customer loyalty is simply the wrong thing to be measuring. If every customer interaction is pure friction, bureaucracy, process, or wasted time, there can never be real loyalty. Customer Experience is the new black. NPS and Loyalty are the new shiny. Companies are investing millions in improving CX.
Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction
With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents.
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If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
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