Sat.Nov 20, 2021 - Fri.Nov 26, 2021

4 Easy Ways to Make Call Center Training More Fun

Fonolo

When you think of the phrase “call center training”, does the word fun come to mind? If it doesn’t, you’re probably not alone. After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise.

3 surprising ways AI is improving the customer experience landscape

Tethr

As the horizon of customer experience (CX) moves farther into the distance, all of us CX practitioners are always chasing the latest and greatest ways to get a competitive edge in the industry.

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Our Competition is Beating Us, Despite the Fact We Are Better Than Them. Why?

Beyond Philosophy

One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them. I can relate. I sold a complicated product when I was in corporate life, and it was always a highly competitive field.

Low-Code/No-Code AI-Enabled Chatbots

Contact Center Pipeline

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer service realm.

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.

Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

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Our Competition is Beating Us Despite the Fact We Are Better Than Them

Beyond Philosophy

One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share.

CRM 195

Wishing All of Our Readers a Safe and Happy Thanksgiving!

Contact Center Pipeline

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a safe and Happy Thanksgiving!

Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

3 MISTAKES LEADERS MAKE THAT SABOTAGE EMPLOYEE ENGAGEMENT

Virtual Live Labs

In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle.

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.

The True Remote IT Support Cost & How to Optimize this Necessary Expense

TechSee

The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time.

Toward a Customer Experience Hub

Contact Center Pipeline

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow.

Amazing Business Radio: Kiel Harkness

Shep Hyken

What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®.

Evaluating AI-driven analytics for radiology: Understanding the lingo and the landscape

Nuance

Having the right data at the right time has always been the key to better clinical and business outcomes. And today, AI-powered analytics solutions are helping providers across the care continuum collect, analyze, and act on data with unprecedented focus.

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.

PACE: Community Insights – How to Build a Seamless Customer Experience Using Omnichannel

NobelBiz

Today’s customers are digital-first and that’s non-negotiable. They want to be informed, they enjoy knowing the news first and they value being there when major events happen. They expect brands to speak their language and use their communication channels.

5 Business Benefits of After-Hours Customer Service

Advantage Communications

When customer service is managed internally, most businesses only have agents available during opening hours and that can be a huge problem when it comes to ensuring customers are satisfied.

How Does Virtual Receptionist Pricing Work?

Abby Connect

Have you been considering the assistance of a live virtual receptionist service? If so, you may be wondering whether it’s in your budget.

How Chatbot Contributes to the Startup Success

kommunicate

If we look at the history of businesses worldwide, customer support service was the first ‘online marketing’ that ever existed. But, providing customer support services to your customers is a challenge in itself. This is where chatbots come into play.

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.

RSNA 2021: Reconnecting, redefining, and recognizing the challenges and opportunities ahead

Nuance

Every year, the RSNA annual meeting provides exceptional opportunities to learn about emerging technologies, renew and expand our professional networks, and be challenged and inspired by the talented members of the radiology community.

20 Ways That Online Businesses Can Thank Their Customers

Nicereply

Remember, most businesses don’t bother to show customers appreciation, so even choosing the easiest of these methods is likely to make you a cut above the rest. So many businesses neglect their customers after the sale.

Setting the Foundation for Your Customer Strategy with a SWOT Analysis

Kapta

Creating a long-term plan for every client in your company's book of business isn't just a valuable habit for growing revenue and building a stronger relationship.

Sales 83

When Should You Upgrade CS Software?

Totango

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade?

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.

How Live Chat Improves the Digital Customer Experience

Comm100

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize.

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To Evolve CX, Evolve Your AX

Upstream Works

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service.

With my heartfelt gratitude this Thanksgiving

Bill Quiseng

Some of you may know that I suffered a stroke in April. Ever since then, I have been sidelined with extensive recuperation and excruciating rehabilitation. In the United States this week we celebrate Thanksgiving.

Concentrix Announces Acquisition of PK, a Leading Global CX Design Engineering Company

Concentrix

This acquisition marks an evolutionary milestone for Concentrix, supporting the growth strategy of investing in digital transformation to deliver exceptional customer experiences.

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.

5 Top Customer Service Articles of the Week 11-22-2021

Shep Hyken

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.

Why Vendors Should Put Security Postures Front and Center

ClientSuccess

As we head into 2022, the need for open-source data sharing is even more critical. There are thousands of SaaS-based businesses out there already, and more are being thought into existence every day.

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QUI QUOTE: It’s not the one BIG WOW to one customer that builds loyalty. It’s the one small wow delivered consistently to every customer.

Bill Quiseng

Customer Service