TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. Customer-facing AI technologies. Using biometrics, agents can recognize customers, and greet them in a personal manner. Biometrics.

Technology 122

Technology Customer Service Gamification Contact Center 122

CX Global Media

JANUARY 15, 2019

All of this complexity screams for advances in process, technology and they way people are managed. Melissa is a long-time contact center industry learning and development leader and performance improvement consultant. How to deliver Agents bite-sized, personalized training, when they need it and how they need it. Spoils of War.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Integrity Solutions

DECEMBER 20, 2023

We’re waiting for the other person to finish talking so we can tell them what we know. Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. This is a hallmark of effective coaching, and the same concept applies to selling.

Sales 84

Sales Coaching Consulting Consulting 84

DMG Consulting

JUNE 11, 2019

DMG Consulting Releases 2019-2020 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. When: Today, 23 May 2019.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

Totango

JANUARY 22, 2024

From the integration of cutting-edge technologies to the evolution of cross-functional roles and partnerships, here are their hot takes on what’s new for CS in this new year. Human expertise, along with AI technology, transforms CS into a significant growth engine for their companies.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. In regards to technology. First of all, thanks for having me.

Consulting 52

Consulting Consulting Best practices outsourcing 52

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. This was straightforward, but now unified communications (UC) technology is more than just IP phones and simple features like live chat.

Surveys 177

Surveys Education Enterprise Technology 177

CCNG

OCTOBER 6, 2020

Strategy #1: Ensure technology supports your intentions There is no doubt that working remotely requires a specific set of technology assets and unique skills. Spend a quick moment to identify what your intention is, then find a technology or app that supports that. Yep, I’m guilty of all these virtual leadership sins!

CCNG 195

CCNG outsourcing Surveys Coaching 195

Fonolo

NOVEMBER 24, 2020

“I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.” Bill Quiseng CX Expert, Speaker & Consultant. The pandemic thrust contact centers on to the frontline.

Contact Center 159

Contact Center Average Handle Time Consulting Consulting 159

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. The technology identifies any errors and provides automated visual guidance through the steps needed to resolve the problem. Onboarding & Training.

Technical Support 191

Technical Support Sales Upselling Technology 191

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. This enables them to identify areas for improvement and provide timely feedback and coaching to agents.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Outsource Consultants

SEPTEMBER 14, 2021

Tip the Scales with Technology. The most powerful technology pairings in 2021 include call deflection, AI, and automation systems that work in harmony. But what do these specific technologies actually do? So if you have specific AI goals, you should definitely consult on your options with an expert contact center partner.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Nicereply

MARCH 23, 2021

We’ve linked each person to their Twitter feed so you can follow them. Customer Service Experts, Writers, Consultants, and Influencers. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

CSM Magazine

OCTOBER 10, 2023

What is more, 80% of consumers expect to solve their complex problems by speaking to just one person and yet between hold times, hand-overs, and ill-equipped agents, over half claim their interactions with support staff remain fragmented. Understand that the problem is not empathy in itself but how it is coached.

Average Handle Time 59

Average Handle Time Agent burnout Coaching Finance 59

Callminer

AUGUST 1, 2017

Make onboarding & ongoing coaching as stellar as possible. Have the best technology – Finicky technology that makes day-to-day functions difficult, adds to the frustration and takes up far more time and man-power than most realize. So much of contact center efficiency hinges on using the right technology.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Outsource Consultants

FEBRUARY 22, 2021

And it’s only gotten harder for supervisors to effectively coach their agents with the shift to remote work. In order to make sure agent supervisors have adequate training, BPO providers need to make frequent reviews of their technology and programs. Get your no-risk, no-cost consultation today. They should.

Call Center 76

Call Center Gamification Coaching Morale 76

Callminer

FEBRUARY 4, 2021

Adrian Travis is the Founder and President of Trindent Consulting. Many client organizations were caught flat-footed with the migration to a work-from-home environment, lacking the technology and capability to handle calls remotely. Carol Tompkins is the Business Development Consultant at AccountsPortal. Adrian Travis.

Call Center 345

Call Center Contact Center Finance Consulting 345

Robert Davis

AUGUST 13, 2019

Davis and Associates to bring modern consulting practices and state-of-the-art omnichannel contact center technology to midsize and enterprise organizations. Davis and Associates provide the most effortless and personalized omnichannel technology to companies looking to revolutionize customer communications in their industry.

Contact Center 48

Contact Center Consulting Consulting Coaching 48

Anexa BPO

JUNE 15, 2022

For example, a consultative sales approach would be a great process for marketing complete Internet of Things (IoT) solutions, and not just stand-alone components. For one thing, consultative selling is almost an art form, and extremely difficult to do properly. So what has been standing in the way of selling solutions?

Consulting 52

Consulting Consulting Business Process Outsourcing Coaching 52

DMG Consulting

OCTOBER 6, 2023

Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. The post Generative AI for the Service World appeared first on DMG Consulting.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Being in the contact center industry for over 30 years, I have seen amazing advances in technology.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

NobelBiz

OCTOBER 31, 2023

Join Brad as he explores the value of customer experience, personalization, and crucial metrics to navigate the ever-evolving landscape of customer service. This segmentation allows for personalized service, ensuring that customers feel valued and understood. Tune in now for an inspiring discussion!

Customer Support 104

Customer Support Contact center software Call Center Analytics 104

Outsource Consultants

AUGUST 7, 2023

With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support. Better Utilize Technology We all know that technology has become an essential part of the contact center industry, but we often forget why. Don’t make it more complicated than it already is.

outsourcing 67

outsourcing Self service Call Center Chatbots 67

Balto

JULY 8, 2022

By now we all know that the COVID-9 pandemic has rapidly accelerated the convergence of unified communications (UC) technology, including voice, messaging, and video, with contact center capabilities. Remember when paper was going to disappear once digital technologies like computers and screens came on the scene? About the author.

Chatbots 97

Chatbots Self service Contact Center Coaching 97

CX Journey

MARCH 21, 2018

After all, none of that work or technology is free! Personnel Obviously, this important work cannot all be done by one person. Consultants Yes, you may need to engage with consultants to assist you along the way - whether they are there to coach and advise or to actually conduct a chunk of the work.

Journey mapping 108

Journey mapping Consulting Consulting Surveys 108

Fonolo

OCTOBER 13, 2020

” — Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. Annette Franz , CEO of CXJourney , Official Forbes Coach, Keynote Speaker and Author. All those who have suffered personal losses may find themselves questioning if they want to stay in the contact center industry.”

Call Center 144

Call Center Contact Center Coaching contact center workforce 144

JustCall

AUGUST 7, 2023

Source Conversational Sales is a sales approach that relies on personalized and interactive dialogs with prospects. The consultative nature of conversational sales unlocks opportunities for businesses to leverage artificial intelligence technologies for sale. What is Conversational Sales?

Chatbots 52

Chatbots Sales Surveys Upselling 52

Callminer

APRIL 21, 2020

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. Customer service is about finding a balance between efficiency and personalization…”.

Call Center 182

Call Center Management Scripts Coaching 182

DMG Consulting

SEPTEMBER 6, 2023

Real-Time Guidance Drives Contact Center Digital Transformation September, 2023 In 2005, Donna Fluss, founder and president of DMG Consulting LLC, published a book called The Real-Time Contact Center , which had a twofold purpose. The post Real-Time Guidance Drives Contact Center Digital Transformation appeared first on DMG Consulting.

Contact Center 48

Contact Center Average Handle Time Analytics Consulting 48

Fonolo

DECEMBER 15, 2020

Most contact centers realized that they could have avoided unnecessary stress if they’d been proactive about upgrading technology and building more resilient systems. Most contact centers could have avoided unnecessary stress if they’d been proactive about upgrading technology and building more resilient systems. Adaptability.

Contact Center 147

Contact Center Engineering Cloud contact Technology 147

DMG Consulting

JANUARY 10, 2022

The technology and applications to transform the management of contact centers is available; what’s required is for leaders to recognize the need to adapt and the willingness to work with their employees to implement the changes. Source: DMG Consulting, December 2021. Technology Takes a Leading Role.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

Robert Davis

OCTOBER 22, 2019

Provide expert training, coaching, consulting and support. For almost 30 years, TDS has been at the forefront of the contact center and BPO/BPM industry by providing mission-critical end-to-end products, services and human capital support through technological innovation and industry best practices.

Coaching 48

Coaching Call Center Consulting Consulting 48

CSM Magazine

JULY 26, 2023

Thanks to modern WFM technology, it is now possible to apply standard and extended shift preferences for home and office working. Modern app-based self-service tools encourage high levels of self-awareness so if an agent knows they aren’t a morning person, their preference may be more afternoon or evening shifts. years assuming 2.5

Self service 52

Self service Coaching Chatbots Analytics 52

CSM Magazine

SEPTEMBER 21, 2023

Though such materials can be helpful, modern technologies let developers build much more efficient solutions with various formats of content and ways of presenting materials. By relying on AI and ML, you can deliver absolutely unique and highly personalized experiences that help users learn languages at their own pace and in their own style.

Gamification 59

Gamification Coaching Education Consulting 59

Steve DiGioia

SEPTEMBER 16, 2016

Today’s guest post is by Ben Motteram , the Principal at CXpert, a customer experience consulting company. BF : Communication technology and societal attitudes continue to evolve at warp speed. Can you give me another example of how you’re using technology to improve the service you’re offering? Thanks Ben! Click To Tweet.

Real estate 257

Real estate Customer Experience Journey mapping Employee engagement 257

Totango

OCTOBER 20, 2022

As the above description indicates, the skills for customer success manager effectiveness are primarily soft skills used in sales and support, but also specific hard skills such as the ability to use relevant technology. Coaching and training. Coaching and Training. Interpersonal skills. Relationship management. Time Management.

Management 91

Management Upselling Coaching Best practices 91

NobelBiz

JUNE 5, 2023

Delivering Personalized Experiences in call centers In an era where personalization is key to customer engagement, call centers face the challenge of tailoring their communication to meet individual customer preferences and needs. Using the Right Contact Center Technology Technology plays a vital role in lead generation.

Call Center 52

Call Center Scripts CRM Contact Center 52