Trending Articles

Critical Tools to Make Outbound Succeed

Contact Center Pipeline

It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic.

The Great Re-Think

CCNG

Summer is typically a slower time of year for many organizations. It is time to recharge and prepare for the challenges and opportunities found in subsequent quarters. For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season.

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Benefits & best practices for adopting conversation intelligence

Callminer

Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practices for adopting this innovative technology

Inside Imposter Syndrome at Work with Amber Naslund

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Senior Manager for Marketing Solutions at Linkedin Amber Naslund on Imposter Syndrome.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

How to Teach Call Center Soft Skills

Fonolo

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés.

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Conquering the New World of Contract Work

Contact Center Pipeline

The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote, and work-life got recalibrated. Workers were freed from corporate routine and regimen, and many embraced the change.

What is Customer Enablement? A Quick Guide for B2B & SaaS

Totango

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully.

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What Is a Unified Customer Experience and How Can It Benefit the Bottom Line?

Kayako

The customer relationship management space is buzzing with tips about providing a unified customer experience, but what exactly does that mean in the context of customer experience management (CXM)?

Top 9 Chatbot Templates to Launch on Your Website Today

HelpCrunch

Stats say that chatbots can now handle 68.9% of conversations from start to finish. Pretty cool, right? But such an ideal state of affairs is only possible if the bot flows you launch speak to [ … ]. The post Top 9 Chatbot Templates to Launch on Your Website Today appeared first on HelpCrunch blog.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Call Queue Meaning and Its Influence on the Contact Center Performance

Voiptime

Have you ever called the customer support center? If yes, you know how it sometimes happens when the operators are too busy to handle all the customer calls, and you have to wait for a response. When you are waiting in line for the first available agent, it is the customer service queue that we will tell you about today.

Writing Home

Contact Center Pipeline

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day, you’ve probably found that being remote has made you better at some tasks than you were when you worked in an office.

SaaS Tools for Business Growth: Five Essentials You Must Have

Totango

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency.

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CX Annuities Solve CX ROI & Tenure Dilemmas

ClearAction

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Distribution List vs Shared Mailbox vs Shared Inbox: What’s Your Best Pick?

HelpCrunch

Shared mailbox vs distribution list – all businesses, especially customer-facing ones, have to deal with this question sooner or later. Oh, and don’t forget to add shared inboxes to that squad. The reason is obvious [ … ].

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What to Know Before You Go to Knowledge Fest

Guru

It’s hard to believe that we’re officially one week away from Knowledge Fest. Time really flies when you’re hard at work planning an unforgettable virtual conference experience. company news

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Three Powerful and Easy Ways to Gain Employee Trust

Shep Hyken

Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. And while that is obviously important, creating trust with employees may be even more so.

How Chatbots for Customer Service Improve Customer Support Metrics

Solvvy

With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Is Faster Customer Onboarding Always the Answer?

ClientSuccess

In the world of customer success, the idea of speed has somehow taken root and become an overarching goal for many teams.

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Detect population variance of endangered species using Amazon Rekognition

AWS Machine Learning

Our planet faces a global extinction crisis. UN Report shows a staggering number of more than a million species feared to be on the path of extinction. The most common reasons for extinction include loss of habitat, poaching, and invasive species.

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LinkLive Shortlisted for APPEALIE 2022 SaaS Award

Revation Systems

LinkLive has been included in the SaaS award shortlist for the 2022 APPEALIE SaaS + Software Awards. The APPEALIE SaaS Awards are the most selective in software. Winning SaaS apps are selected on the basis of customer feedback and data, including Net Promoter Scores.

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Amazing Business Radio: Laura Bassett

Shep Hyken

How to Deliver an Amazing (Versus Unamazing) Customer Experience. How to Use Proactive Communication to Manage Increasing Customer Expectations. Shep Hyken interviews Laura Bassett, Vice President of Product Marketing at NICE , a complete platform for delivering an end-to-end customer experience.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Is Calling Your Business Painful for Your Customers?

ConvergeOne

The satisfying potential of contact center automation that solves your customers’ needs. As consumers, we are all familiar with the pain of calling customer service. You’ve purchased a really great product or service.

Phone vs. Live Chat: Which is Better for Providing Good Customer Service?

Helpware

Phone vs. live chat, understand the pros and cons to improve customer support. Read on to learn about an integrated solution every modern online business should consider implementing — omnichannel support. Call Center Telephone Answering Services

How Amazon Search reduced ML inference costs by 85% with AWS Inferentia

AWS Machine Learning

Amazon’s product search engine indexes billions of products, serves hundreds of millions of customers worldwide, and is one of the most heavily used services in the world.

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Turning Agents From a Contact Center Expense Into a Revenue-Generating Advantage

Vistio

The contact center and, by extension, the agents who work in them are viewed primarily as a business cost. When you crunch the numbers, it’s easy to see why. Meeting the needs of an entire customer base requires lots of agents. Agents who must be compensated.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Webinar Q&A Recap: Using Voice of the Customer to Increase Customer Retention

Education Services Group

Speakers: Anita Toth , Chief Churn Crusher. Anita Toth joined Marley Wagner for Customer Success Unlocked to dive into the many layers of a comprehensive Voice of the Customer program and answered some intriguing questions from the audience.

Quality Assurance in Your Call Center: 9 Ways to Get & Keep It

LiveVox

jump into ways to keep quality a priority in your call center. The post Quality Assurance in Your Call Center: 9 Ways to Get & Keep It appeared first on LiveVox. New Release

Efficient Transactions are Key to Digital Service for Public Sector Agencies

Helpware

Efficient Transactions are Key to Digital Service for Public Sector Agencies. Digital CX Public Sector

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