Nowadays there is a high standard expected regarding the quality of phone calls and the expereince they provide. However, there are many issues that can occur with a voice connection, one of the most common and frustrating being latency. Latency is the time delay from when you speak to when the other person hears your voice. Latency can be caused by a number of factors in the call path, including the number of network hops and the chain of hardware components that ultimately link the call. MORE
Interactions
JANUARY 21, 2021
This blog is written courtesy of Interactions R&D team. When should AI say: “I don’t know”? No one is perfect! Humans make mistakes, and so do machines. An admirable quality in humans is to accept one’s mistakes. It turns out that it is also a valuable quality for AI. In recent years, the role of AI has become prominent in every aspect of our lives.
Contact Center Pipeline
JANUARY 21, 2021
2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. Virtually overnight, hundreds of thousands of agents transitioned to working remotely and the approach, management and infrastructure of contact centers were completely restructured. In the months following, we […].
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Steve DiGioia
JANUARY 21, 2021
Most people have a few go-to strategies that they follow during times of need. They’re comforted knowing they have a tried-and-true method that works for them and have tactics that have never let them down. I’m no different. Experience has shown us the way and we are better off because of it. So, what tactics work for you? Oh, you don’t want to give up your secrets.
Fonolo
JANUARY 21, 2021
Ready to level up your call center team this year? Improving agent performance can seem overwhelming at first, and you may find yourself wondering, “Where to start?” Don’t fret — these eight simple methods are all you need. With some hard work and a little luck, your team will be reaching new heights of operational efficiency ! Set your KPIs. You can’t change what you don’t measure.
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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.
Call Design
JANUARY 21, 2021
Is your contact centre prepared for success in 2021? Now is the time to shake ourselves free of the challenges from 2020 and embrace new trends and technologies for the new year. Equip your agents and staff with the tools and technology they need to focus on what matters most: your customers. Utilize Real-Time Transcription. Real-time transcription can be used to study and enhance agent engagement, service, and information delivery with innovative artificial intelligence.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
NICE inContact
JANUARY 21, 2021
Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience. Agents can engage with customers on these digital channels but so can bots, using the same rules you're applying to a chat on your website.
Hodusoft
JANUARY 21, 2021
An outbound call center makes outgoing calls to the customers. Generally used for making cold calls to potential customers, outbound call centers are mainly focused on customer and prospect outreach. Cold calls are made by the call center agents to reach out to a number of prospective customers and target them to close a sale or achieve a business goal.
Quality Contact Solutions
JANUARY 21, 2021
Aurora, NE (January 19th, 2021) Quality Contact Solutions, Inc (QCS) is pleased to announce that Chris Grothe has joined the organization as Vice President of Operations. Grothe is responsible for driving business performance and for ensuring QCS clients achieve their business process outsourcing goals. Before joining the QCS team, Grothe racked up nearly three decades of call center and telemarketing services industry experience.
Comm100
JANUARY 21, 2021
There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. Live chat has quickly become the most popular digital customer service channel for small businesses and large – and it shouldn’t come as a surprise.
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.
Nicereply
JANUARY 21, 2021
If you have ever been through an acquisition, you know it’s often a chaotic and ambiguous time for an organization. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. A significant challenge that is present throughout the uncertainty is that your customers still expect the high standard of support they’re used to.
Spearline
JANUARY 21, 2021
Nowadays there is a high standard expected regarding the quality of phone calls and the expereince they provide. However, there are many issues that can occur with a voice connection, one of the most common and frustrating being latency. Latency is the time delay from when you speak to when the other person hears your voice. Latency can be caused by a number of factors in the call path, including the number of network hops and the chain of hardware components that ultimately link the call.
Toister Performance Solutions
JANUARY 21, 2021
The Service Culture Handbook helped popularize the concept of a customer service or customer experience vision. A customer service vision is a shared definition of outstanding customer service that gets everyone on the same page. You can read more about that definition here. One of the most common challenges when writing a vision is the final statement is too generic.
Guru
JANUARY 21, 2021
Diverse teams perform better. That’s not an opinion; it’s a fact —and it’s one that we at Guru have been focused on for years. As we started to see our headcount grow quickly in the aftermath of our Series A round, we realized it wasn’t just enough to hope for a more diverse company; we had to create an intentional and deliberate strategy to ensure we were actively building one.
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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.
PeopleMetrics
JANUARY 21, 2021
Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. How do you create a customer journey map? What is a touchpoint in the customer journey? Which touchpoints should you include in your customer journey map?
LiveVox
JANUARY 21, 2021
New requirements from the CFPB, published in October 2020 and December 2020, are designed to address concerns about debt collection communications. These rules apply to calling customers, but now for the first time ever, the CFPB has also issued rules around email and SMS. The first part of the ruling, released on October 30th, 2020, […]. The post How the New CFPB Debt Collection Rules Could Impact Your Operations appeared first on Livevox.
Working Solutions
JANUARY 21, 2021
Disaster can strike at anytime, anywhere, so how do you prepare for the unexpected? No one is immune, whether it be a natural disaster or a manmade chemical spill. Maybe it’s a global pandemic or a breakdown in cybersecurity. The best way to protect your business is to have a crisis plan in place, have […].
Quiq
JANUARY 21, 2021
Share This Story Chatbots have become very popular because they save time and resources by automating customer support services. Bots are often used to address common customer inquiries , allowing human agents to focus on solving more complex problems. We’ve seen our share of bots go to work within organizations. There’s a long list of companies that have been able to lift productivity, boost customer retention, increase customer referrals, and facilitate a better overall experience
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!
Call Experts
JANUARY 21, 2021
HRIS, Human Resource Information System, is a software solution used for data entry, tracking, and management of an organization’s HR-based operations. More specifically, an accessible and actionable database, facilitating easy and seamless operations of all Human Resource Systems either hosted on an organization’s in-house server, cloud, or an outsourced vendor’s environment.
CSM Magazine
JANUARY 21, 2021
The amount of time we spend on the Internet rocketed last year due to the global pandemic. We buy online, spend our free time surfing the web, work in the digital space, and open web-based businesses. Basically – we live online – and leave a lot of our personal information there. A consequence of that significant shift is that it has opened up a wider field for hackers to obtain this data.
inSided
JANUARY 21, 2021
Customer Success, traditionally, has been perhaps one of the most under-appreciated functions in a company. As a result, they’ve also been painfully underserved when it comes to technology. But things are looking up. Because 2020, while a terrible year in many ways, highlighted the importance of Customer Success more than ever. And not only that, Customer Success finally received recognition as a real growth driver, rather than a mere support function.
CSM Magazine
JANUARY 21, 2021
As more people these days prefer to buy items online, online shopping has been a trend. Gone are the days when people are going to stores or malls physically- the traditional way, because of the advantages that online shopping gives. For those looking to improve their purchase choices and save money, online shopping can be an incredible tool. With other shops, online retailers are extremely competitive, which pushes prices down.
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.
TCN
JANUARY 21, 2021
When it comes to your outbound call center, you need the best tools and services. The post Essential Tools and Practices for Your Outbound Call Center appeared first on TCN.
Quiq
JANUARY 21, 2021
Share This Story Chatbots have become very popular because they save time and resources by automating customer support services. Bots are often used to address common customer inquiries , allowing human agents to focus on solving more complex problems. We’ve seen our share of bots go to work within organizations. There’s a long list of companies that have been able to lift productivity, boost customer retention, increase customer referrals, and facilitate a better overall experience
Knowmax
JANUARY 21, 2021
How to strengthen internal communication using knowledge base.
Brad Cleveland Blog
JANUARY 21, 2021
Have you ever been part of this conversation: “I thought we fixed that problem! Why are talking about it again?” Chances are, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your proof that a problem has been fixed is that it doesn’t recur, or its frequency is reduced dramatically. Without an … The post Principle #4: Fix Root Causes to Make Lasting Improvements first appeared on Brad Cleveland.
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.
SmartKarrot
JANUARY 21, 2021
It is quite known that nearly 80 percent of companies use SaaS applications for various functions in their system. It is mostly SaaS products that rule the roost in the business world. SaaS or on-demand software goes back to the 1970’s. Offering software as a service or product became necessary to make it affordable for companies to bring certain systems onboard.
Brad Cleveland Blog
JANUARY 21, 2021
Have you ever been part of this conversation: “I thought we fixed that problem! Why are talking about it again?” Chances are, a symptom was addressed, at least temporarily, but the root cause was not fully identified and resolved. Your … Continue reading → The post Principle #4: Fix Root Causes to Make Lasting Improvements appeared first on Brad Cleveland.
SmartKarrot
JANUARY 21, 2021
Role: Senior Director, Customer Success Enablement Location: Salt Lake City, UT, US Organization: Workday As a Senior Director of Customer Success, you will partner with Customer Success field leadership to influence Workday’s Customer Success strategy, program approach, and execution. Manage, mentor, coach, and develop an incredible team with a diverse set of backgrounds, experience levels, and skills.
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