Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. management.

Call Center 182

Call Center Management Scripts Coaching 182

ShepHyken

SEPTEMBER 4, 2023

That’s why I’m excited to share this article by Charles Ryan Minton, one of the top managers in the Marriott/Bonvoy organization. 7 Tips for Building a Successful Customer Onboarding Process by Rahul Sridhar (G2) This blog will explore key strategies and best practices for building a successful customer onboarding process.

Customer Service 167

Customer Service Customer retention SaaS Best practices 167

CCNG

JANUARY 4, 2023

Simply scanning paper-based manuals into electronic for­mats, or using legacy knowledge management software does not provide the high-impact, just-in-time informa­tion that today’s customers want. Customers are getting more demanding and many managers are looking for ways to break through to higher levels of customer satis­faction.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Here are my top five picks from last week.

Customer Service 163

Customer Service Contact Center Customer centricity Banking 163

Fonolo

JANUARY 31, 2023

Instead, it’s helpful to think of it as regular part of your workforce management. Read on for our complete guide, where we’ll explore all the best practices. Agents (and management) should always be looking to adjust and improve their phone manner. Include workshops and group activities as much as possible!

Call Center 141

Call Center Contact Center Coaching Gamification 141

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. This post provides three guided steps to architect risk management strategies while developing generative AI applications using LLMs.

Best practices 120

Best practices Government Engineering Accountability 120

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Master-class Level Workshop. Workshop attendees are eligible to win a LISTEN 2019 Conference Pass!

Wireless 140

Wireless Analytics Education Enterprise 140

Fonolo

OCTOBER 28, 2021

It’s also great for managing expectations with both customers and colleagues. Train your agents’ soft skills with these best practices. Here are some best practices to consider when training for call center soft skills: Set an example. How can managers set strong examples of soft skills for agents?

Call Center 157

Call Center Contact Center Best practices Scripts 157

CSM Magazine

JULY 11, 2023

Being a product manager is an exciting and challenging role that requires a unique blend of technical expertise, strategic thinking, and excellent communication skills. Product managers play a vital role in driving the success of a product, from conceptualization to launch and beyond.

Management 40

Management Feedback Analytics Marketing 40

CSM Magazine

OCTOBER 25, 2023

This article outlines techniques and best practices for human resource (HR) managers to use to effectively onboard customer service employees. Develop an Onboarding Plan: Before you start onboarding new customer service employees, the HR manager should develop a well-planned onboarding program.

Customer Service 52

Customer Service Coaching Best practices Feedback 52

AWS Machine Learning

APRIL 22, 2024

Amazon SageMaker HyperPod is purpose-built to accelerate foundation model (FM) training, removing the undifferentiated heavy lifting involved in managing and optimizing a large training compute cluster. In this solution, HyperPod cluster instances use the LDAPS protocol to connect to the AWS Managed Microsoft AD via an NLB.

Scripts 84

Scripts Engineering Management Benchmark 84

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

JustCall

MARCH 28, 2023

Through shared experiences, best practices, and insights gained from successes and failures, knowledge exchange occurs naturally among team members. Regular team meetings and workshops provide opportunities to discuss industry trends, new strategies, and techniques to enhance sales performance. Try it for free.

Sales 52

Sales CRM Best practices Morale 52

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. These updated contracts reflect the insights and best practices that emerged since the start of the pandemic. These are: Formalizing work-from-home (WFH) requirements and management.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

NobelBiz

FEBRUARY 15, 2023

This article decodes the function and best practices for call calibration. Call calibration sessions A calibration session is an activity used to unify management ratings and metrics. This workshop brings together at the same table the management of the contact center and the ordering client.

Calibration 52

Calibration Call Center Call Logging Quality management 52

ConvergeOne

OCTOBER 18, 2022

By employing a Managed Detection and Response (MDR) plan into your environment, you can be made aware of traffic that is outside the normal range (anomalies) and increase your threat-hunting capabilities. You can check out all 23 tips covering Zero Touch, Cloud Security, Risk Management and more in the complete white paper.

Healthcare 96

Healthcare Best practices Management 96

AWS Machine Learning

SEPTEMBER 8, 2023

The workshop Use machine learning to automate and process documents at scale is a good starting point to learn more about customizing workflows and using the other sample workflows as a base for your own. The IDP CDK constructs and samples are a collection of components to enable definition of IDP processes on AWS and published to GitHub.

Construction 100

Construction Metrics Best practices APIs 100

ViiBE Blog

FEBRUARY 9, 2021

What is knowledge management? Knowledge management describes processes that allow organizations to capture and disseminate knowledge. Knowledge management operationalizes information, turning stagnant knowledge into operational assets and empowers employees by giving the right information to the right person at the right time.

Management 52

Management Construction Best practices Call Center 52

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

ConvergeOne

JANUARY 4, 2022

It is based upon industry best practices. With all this being said, it is critical to use and develop talent and skills in the organization, along with a good change management policy and Cloud Adoption Framework. WORKSHOP] CREATE YOUR PATH TO CLOUD MODERNIZATION. It helps create an action plan.

Best practices 88

Best practices Government Technology Management 88

Fonolo

AUGUST 24, 2021

Your management team should be transparent on how agents can adopt these values and answer any questions they might have. As a manager, you’re responsible for giving your agents opportunities to come together and feel connected, while also fulfilling your call center goals. 5 Best Practices for Training Remote Call Center Agents.

Call Center 148

Call Center Morale Best practices Contact Center 148

Vistio

FEBRUARY 20, 2024

The Limitations of Traditional Outbound Sales Call Training Traditional outbound sales call training mainly relies on scripted sales pitches, role-playing exercises, and in-person workshops to train sales representatives.

Outbound sales 52

Outbound sales Sales Best practices Feedback 52

Totango

DECEMBER 28, 2021

They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. Creating standard operating procedures based on best practices establishes a foundation for effective training. Optimize Your Renewal Process.

Best practices 95

Best practices Benchmark Education Surveys 95

NICE inContact

MARCH 8, 2018

If your manager still hasn’t committed to sending you or your colleagues to Interactions 2018, there are some powerful reasons you can share. Best practices and proven solutions that can be implemented right now. Please encourage your colleagues to talk to their managers and register now ! The post Still on the Fence?

Management 48

Management Best practices Contact Center Customer Experience 48

Anexa BPO

NOVEMBER 6, 2022

It’s a place for businesses to showcase their products and services, network with industry professionals, and learn about the latest trends and best practices in the field. For those who aren’t familiar, EXPO RC is an annual trade show that focuses on customer relations and customer service.

Journey mapping 52

Journey mapping Business Process Outsourcing Entertainment outsourcing 52

Customer Interactions

MAY 29, 2014

So I recently launched a series of Public Safety QA Workshops for 911 centers across the U.S. In the workshops, participants shared their views on how 911 centers can make their QA programs more effective. and Canada. But I did sense a willingness and openness to work toward automating the QA process. com/Webcast/Page/92/4447.

Best practices 29

Best practices Telecommunications Feedback Call Center 29

NobelBiz

MAY 9, 2023

We’ll share valuable insights from one of our workshops featuring two seasoned contact center experts, David Atkinson, and Bradley Butler. This can be a powerful tool for outbound campaigns but requires careful monitoring and management to avoid abandoned calls and maintain compliance.

Best practices 98

Best practices Call Center Gamification Contact center software 98

ChurnZero

FEBRUARY 17, 2021

Each inquiry, advisory engagement, and workshop that they conducted, was tagged to a corresponding business challenge. Best Practices for Creating Customer Success Capabilities and Organizations. ChurnZero Resource: New Manager’s Guide for a Customer Success Strategy Implementation. Customer Success for Partners.

Best practices 78

Best practices Upselling Analytics SaaS 78

Hodusoft

AUGUST 21, 2023

Additionally, the CNC EXPO often features a series of seminars, workshops, and presentations conducted by industry leaders, experts, and professionals. Through this event, they share insights on evolving trends, best practices, and the future of communication and networking technologies.

Contact center software 52

Contact center software contact center solutions Interactive Voice Response Customer centricity 52

Natalie Petouhof

SEPTEMBER 23, 2018

There you will find Demo booths, Workshops, Networking, Partner booths…. There you will find Field Service Demos, Workshops, Networking…. There you will find more information on Trailhead Badges, Workshops, Networking, Certifications…. Service Campground in Moscone South, Expo Floor. Trailhead in Moscone West, Ground Floor.

Best practices 75

Best practices Customer Service Contact Center Technology 75

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Rick Adams is the Founder and CEO of Practical CSM. His book Practical Customer Success Management: A best practice framework for rapid generation of customer success got published in 2019.

Management 52

Management Consulting Consulting Analytics 52

Customer Interactions

JUNE 5, 2014

I speak at security conferences throughout the year and host PSIM Workshops as well. The result is list of best practices that were commonsensical, but surprisingly insightful as well. Brief new senior managers on the PSIM initiative, rather than waiting for them to come to you with questions.

Best practices 31

Best practices Feedback Consulting Consulting 31

Balto

JUNE 7, 2022

Balto’s product suite of Real-Time Guidance , Real-Time Coaching , and Real-Time QA empowers agents with the information they need at their fingertips while also allowing managers to rapidly scale best practices with the press of a button. “It’s The market is finally starting to view real-time guidance as a must-have.”.

Coaching 52

Coaching Contact Center Best practices Technology 52

AWS Machine Learning

NOVEMBER 17, 2023

Amazon Bedrock is a fully managed service that offers a choice of high-performing FMs from leading AI companies such as AI21 Labs, Anthropic, Cohere, Meta, Stability AI, and Amazon. With fully managed agents, you don’t have to worry about provisioning or managing infrastructure.

APIs 84

APIs Customer Service Construction Analytics 84

NobelBiz

JULY 31, 2023

In the contact center world, it’s a carefully designed process that efficiently manages incoming calls, keeping customers engaged with informative on-hold messages while automatically routing them to the most suitable agent. However, with growth come challenges, especially in managing increasing call volumes.

Wait times 52

Wait times Telecommunications Call Center CRM 52