Contact Center Pipeline
OCTOBER 20, 2022
On the surface, applying chatbots as virtual assistants for agents and directly for customers, and artificial intelligence (AI) in general, can seem like a daunting and overly complex undertaking.
Balto
OCTOBER 20, 2022
Agents and managers reap the benefits of having a call center quality assurance process. Quality assurance (QA) is critical to any thriving call center. Without it, you have no way of knowing how agents are truly performing, and your customers won’t receive top-notch service.
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Solvvy
OCTOBER 18, 2022
Automating customer interactions with conversational chatbots offers a range of benefits. Chatbots can increase employee productivity, enabling service to more customers in a shorter time window.
Totango
OCTOBER 20, 2022
Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager.
Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology
If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.
Fonolo
OCTOBER 20, 2022
The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Callminer
OCTOBER 17, 2022
Optimizing customer experience in the digital age requires a process of continuous improvement. Read on to learn more about making the most of your CX strategy
SmartAction
OCTOBER 19, 2022
Conversational chatbots are one of the top market disruptors in call center automation. Beginning in 2017, the use of chat bots in call centers grew in popularity and became widely utilized.
HelpCrunch
OCTOBER 19, 2022
Real estate is the field where customers expect top-tier service all around the clock. They are looking for a place to live, sleep, dream, work, and build their future. You can’t stress enough the importance [ … ].
CCNG
OCTOBER 19, 2022
Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business.
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The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.
Contact Center Pipeline
OCTOBER 19, 2022
Today, brands must differentiate the experience they provide their customers or risk losing them to competitors.
Beyond Philosophy
OCTOBER 20, 2022
This newsletter issue is the second of a series based on a podcast we did with Beyond Philosophy’s own Zhecho Dobrev ( @ZhechoDobrev ), author of The Big Miss: How Organizations Overlook the Value of Emotions.
Callminer
OCTOBER 18, 2022
Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including customer, product and brand experience
Lumoa
OCTOBER 20, 2022
It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies?
Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach
Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.
Contact Center Pipeline
OCTOBER 18, 2022
A little while ago I recalled a former agent telling me how excited she was about her new role as a chat agent. She later went on to tell me about this story she had using chat solutions. When a member logged in to the company’s portal with their assigned credentials they saw details about […].
Beyond Philosophy
OCTOBER 15, 2022
Organizations need to embrace that emotional side of their experiences. Not only to design an experience that surprises and delights their customers, but also so their Artificial Intelligence works to provide useable insight.
Callminer
OCTOBER 21, 2022
CallMiner's VP of Product Management shares highlights from release 2022.10, including Coach enhancements, new Solutions Catalogue language support, and screen capture ingestion and playback
Shep Hyken
OCTOBER 19, 2022
There are many definitions of the term brand. One of my favorites is this: A brand is a promised delivered. . Is what you’re known for delivered consistently? Consider Ace Hardware, whose brand promise is The Helpful Hardware Place. When you visit an Ace Hardware store, do they keep their promise?
Speaker: Nathan Hart, Mary Kane & Imran Mohammed
Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!
Inside Customer Service
OCTOBER 20, 2022
"Who was it?! Who's making us look bad?!" The employee was furious at her coworkers, and she let everyone in the customer service training class know it. I was facilitating the class. The night before, I had completed a mystery shop on five random employees at the client's request.
Russel Lolacher
OCTOBER 16, 2022
In this episode of Relationships at Work, Russel chats with productivity expert and author Mike Vardy on our relationship with time management in the workplace and how we can look at it differently.
HelpCrunch
OCTOBER 21, 2022
Customer service is steadily turning from a subordinate division into one of the key forces in client-facing businesses. The availability and quality of customer service have become one of the decisive factors in customer engagement [ … ].
kommunicate
OCTOBER 17, 2022
Last Updated on October 17, 2022 The article that follows will walk you through the process of creating and adding a chatbot to your GoDaddy site using Kommunicate. What is GoDaddy? GoDaddy is a website-building platform, domain registrar, and web host.
Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.
In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.
Upstream Works
OCTOBER 21, 2022
When customers have great experiences with agents, they don’t have an inside view of the orchestration that takes place in the background to make it so seamless.
Joe Rawlinson
OCTOBER 20, 2022
Conferences are essential to career development and business networking for all industries. Bringing together people from all over the world in the same industry to learn and share is crucial to innovation.
ConvergeOne
OCTOBER 18, 2022
The Current State of Ransomware. Many cyberattacks involve ransomware, a form of malicious software or malware, designed to deny access to a computer system or data until a ransom is paid and a decryption key (commonly called a decryptor) is given to the victim.
Contact Center Geek
OCTOBER 21, 2022
Permalink. people processes
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Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.
ChurnZero
OCTOBER 21, 2022
This article was originally published on Forbes.com. . Customers’ expectations are changing. Not in terms of how much they expect, because customer expectations have always been high—but in terms of what they expect.
Comm100
OCTOBER 19, 2022
Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat.
Quality Contact Solutions
OCTOBER 19, 2022
Appointment setting is a key step in the sales process and converting leads into customers. However, it is time-consuming, particularly when handled by a sales team. Many businesses look to call centers to handle this vital business process. What Is Call Center Appointment Setting?
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