John Grasso of Windstream on Cloud Contact Center Software

Call Center Coach

Because of this growth and potential it was not too surprising to see Windtream’s contact center specialist John Grasso at the PACE Association Conference. Watch John Grasso of Winstream share insight on Cloud Contact Center Software.

 Is Virtual the Next Reality for Contact Centers?

Aspect

The modern contact center must be highly attuned to the emerging technologies that drive customer satisfaction today. The leading contact centers today already leverage chatbots, SMS and intuitive IVR systems, simply making these tools the new status quo.

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5 Essential Tips for Social Customer Service Communications

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Conversational commerce Call center Cloud Contact Center contact center software Customer Experience Customer Service Effortless Facebook Mobile Multichannel Omnichannel Social Twitter Zendesk

Cloud Contact Center: Customer Centricity with Great Agility & Less Cost

Aspect

Aberdeen’s new report Cloud Contact Center: Customer Centricity with Great Agility & Less Cost shows that not every company that invests in a cloud contact center is getting the highest returns on their investments.

Convince Your Boss: It’s Time for Digital Transformation

Aspect

When a former Blockbuster executive was asked by Variety in 2013 to explain the decision not to buy Netflix he said, “Management and vision are two separate things…” This quote can apply to many different industries, but it is particularly appropriate for the call center.

Welcome to the Hybrid World of Contact Center Software

DMG

Welcome to the Hybrid World of Contact Center Software . The future of contact center technology is in the cloud, although not all systems and applications are going to be moved to the cloud at once. Therefore, the dominant implementation model for contact center technology, particularly in large environments, is going to be hybrid. Enterprises of all sizes are adopting cloud-based contact center systems and applications.

With AppConnect, Talkdesk is Doing B2B Apps the Way They Should Be

Fonolo

Talkdesk rose quickly from humble origins to make big waves in the call center space. For example, it was thought that the core capabilities of call centers (queuing and routing voice calls at high volume) were “tough” problems to solve.

Customer Engagement Center Capabilities: People and Process Optimization

Aspect

Understand contact center performance – drive performance at every level of the organization to understand how you are achieving business goals. Analyze contact center data- turn voice data into valuable insights about agents, customers, and operations.

How Top Performing Contact Centers Will Own 2018

SharpenCX

The post How Top Performing Contact Centers Will Own 2018 appeared first on Sharpen Contact Center Software. Contact Center Industry Insights Uncategorized

How To Reduce Agent Turnover With Just 5 Questions

SharpenCX

Learn more about Stay Interviews and how they’re helping contact centers reduce agent turnover by 20% or more. [.]. The post How To Reduce Agent Turnover With Just 5 Questions appeared first on Sharpen Contact Center Software.

Improve Contact Center Performance with Call Recording Software and Transcription

SharpenCX

The post Improve Contact Center Performance with Call Recording Software and Transcription appeared first on Sharpen Contact Center Software. Coaching is important, but it takes time.

Is It Time to Re-Evaluate First Contact Resolution?

SharpenCX

An increasing amount of attention is being paid to first contact resolution (FCR) as the end-all, be-all metric for measuring agent efficiency and effectiveness. [.]. The post Is It Time to Re-Evaluate First Contact Resolution? appeared first on Sharpen Contact Center Software.

Is It Really Worth It To Train Your Contact Center Agents?

SharpenCX

There’s a turnover epidemic in contact centers. The post Is It Really Worth It To Train Your Contact Center Agents? appeared first on Sharpen Contact Center Software. So, there’s no reason to invest in employees that are just going to leave…right? [.]. Read More. Agent Experience Agent First Culture Customer Experience

Black Friday is Over—How Did Your Contact Center Stack Up?

Aspect

Following what may have been the busiest day on record for many businesses, let’s take a few moments to find out how your contact center performed now that the dust has settled. The post Black Friday is Over—How Did Your Contact Center Stack Up? The U.S.

Why Nobody Dreams Of Being A Contact Center Agent

SharpenCX

Why don’t we dream of growing up to be contact center agents? The post Why Nobody Dreams Of Being A Contact Center Agent appeared first on Sharpen Contact Center Software. Learn some possible reasons why and steps you can take to improve the reputation of the profession. [.]. Read More. Agent Experience Agent First Culture

You Don’t Trust Your Agents (But It’s Not Your Fault)

SharpenCX

Is trust an issue in your contact center Here’s are some signs that you may not trust your agents as much as you think you do. [.]. The post You Don’t Trust Your Agents (But It’s Not Your Fault) appeared first on Sharpen Contact Center Software. Read More. Customer Experience

Bright Pattern Named as Leader for Functionality, Support, Value and Most Recommended

Bright Pattern

Gartner owned online review site, Capterra, is “ always looking for ways to make buying the right software easier for businesses ”. With that in mind, last week they rolled out new awards, or “Best of” Badges for the Contact Center Software industry. Bright Pattern was awarded four out of four possible badges which include; best functionality, best support, best value and most recommended

IoT + Customer Service: Why Your Company Needs To Be An Early Adopter

SharpenCX

The post IoT + Customer Service: Why Your Company Needs To Be An Early Adopter appeared first on Sharpen Contact Center Software. Think your IoT strategy can wait? Think again. Learn why the early adopters of IoT in customer service are going to take the lead and keep it. [.]. Read More. Customer Experience

The One Thing You Can’t Afford to Overlook in CX? Your Agents’ Experience

SharpenCX

Your Agents’ Experience appeared first on Sharpen Contact Center Software. We’re in the Age of the Customer.

It’s Official…We’re Among the Best Places to Work in Indiana!

SharpenCX

appeared first on Sharpen Contact Center Software. We knew we had something special, but now it’s official. At the Best Places to Work in Indiana awards ceremony on May 2nd, Sharpen Technologies was recognized, placing among the top 50 in the Small Companies (15-74 U.S. employees) category. As a first-year participant, making the list is truly an honor.Indiana Chamber President Kevin Brinegar [.]. Read More.

The Road Your Customers Are Leaving On Is Paved With Good Intentions

SharpenCX

Even though we haven’t always talked about the concept of customer experience, it has always been a crucial element of business.Whether to you customer experience (CX) represents an overused buzzword or a competitive battlefield, it has existed—and has mattered—for as long as customers have.Going back to the days before call centers, the customer experience was [.].

IVR and AI: Using Automation To Give Your Customer Service A Boost

SharpenCX

Automation technology, like IVR and chatbots have become essential technologies in contact centers. The post IVR and AI: Using Automation To Give Your Customer Service A Boost appeared first on Sharpen Contact Center Software.

Experts Weigh In: Obstacles To A Single Customer View [Plus Bonus PDF]

SharpenCX

The post Experts Weigh In: Obstacles To A Single Customer View [Plus Bonus PDF] appeared first on Sharpen Contact Center Software.

Your Customers Deserve More Than a Slogan

SharpenCX

The post Your Customers Deserve More Than a Slogan appeared first on Sharpen Contact Center Software. Customers are tired of being told how every organization is all about them…especially when their frustrating experiences prove the opposite.All customers want is to have their issues resolved with minimal time/effort.

5 Ways to Optimize Self-Service Practices

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Experience Call center Cloud Contact Center contact center software Customer feedback Customer Service Effortless Email Mobile Multichannel Omnichannel Self-Service Surveys Text messaging Twitter Visual IVR Zendesk

What We Learned From 3 Contact Centers That Excel In Agent Training

SharpenCX

Learn how some of the best contact centers are finding success with training programs for their contact center agents agents. [.]. The post What We Learned From 3 Contact Centers That Excel In Agent Training appeared first on Sharpen Contact Center Software. Call Center Software Contact Center Contact Center Software Customer Experience

Five Key Takeaways From Deloitte’s 2017 Global Contact Center Survey

Aspect

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come.

5 Tips that Will Change the Way You Hire Contact Center Management

SharpenCX

An effective, creative, and experienced management team will result in a well run, highly supported contact center with agents who are fulfilled and satisfied with their work. The post 5 Tips that Will Change the Way You Hire Contact Center Management appeared first on Sharpen Contact Center Software. Call Center Software Contact Center Contact Center Software Culture Customer Experience Industry Insights Leadership

How 3 Companies Top The Charts In Customer Service

SharpenCX

The post How 3 Companies Top The Charts In Customer Service appeared first on Sharpen Contact Center Software. Call Center Software Contact Center Contact Center Software Customer ExperienceCustomer service is the most important aspect of a company’s overall success.

CSAT and Conflict Resolution: What You Should Know

SharpenCX

There are a number of different ways contact centers can measure success and customer satisfaction is a key part of that. The post CSAT and Conflict Resolution: What You Should Know appeared first on Sharpen Contact Center Software. Better Your Business Call Center Software Contact Center Contact Center Software Customer Experience Customer Success Industry Insights

5 Tips for Optimizing Email Marketing Campaigns

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Smart Automated Dialer Call center Cloud Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Customer Service Email Facebook Mobile Multichannel Omnichannel Social Twitter Zendesk

5 Tips for Optimizing Email Marketing Campaigns

VocalCom

To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Sales Acceleration Call center Cloud Contact Center contact center software Customer Experience Customer loyalty Customer satisfaction Customer Service Email Facebook Mobile Multichannel Omnichannel Social Twitter Zendesk

5 Steps for Monitoring Your Customer Service Practices

VocalCom

As Deloitte affirms, 62% of companies view customer experience delivered by contact centers as a competitive differentiator. It’s not enough to loosely monitor your channels or sample some of the calls your contact center receives per month. However, don’t be afraid to ask specific questions and contact specific customers for greater insight. When your company defines great customer service, what are the key factors? Does it mean implementing new technologies?

6 Customer Experience Mistakes Every Brand Should Avoid

VocalCom

Overwhelming them with marketing offers they don’t want, contacting them at random hours, and using their data without their permission will make them abandon your brand. Contacting customers on random channels, sending marketing offers that don’t match their interests, and speaking to everyone in the same tone just won’t win their loyalty. The old saying that “the customer is always right” has never held more importance.

5 Tips for Driving Sales Agent Success

VocalCom

Agent efficiency can be maximized with the use of advanced call center technologies. Predictive dialers that integrate CRM software predict the best times to call leads, organize data on prospective customers and sales history in one place, and offer comprehensive performance analysis tools—making it easier to optimize sales and marketing practices. Call center agents have a stressful job, whether they are working in sales or customer service.

5 Tips for Driving Sales Agent Success

VocalCom

Agent efficiency can be maximized with the use of advanced call center technologies. Predictive dialers that integrate CRM software predict the best times to call leads, organize data on prospective customers and sales history in one place, and offer comprehensive performance analysis tools—making it easier to optimize sales and marketing practices. Call center agents have a stressful job, whether they are working in sales or customer service.

6 Simple Ways to Personalize Customer Relationships

VocalCom

Take note of their favorite contact channels, and use them for all communications. To deliver the very best in customer service, learn about Vocalcom, a global leader in cloud-based contact center software solutions and premium omnichannel customer interaction platform for great customer experiences. Customer Service Call center Cloud Contact Center contact center software Customer Experience Mobile Multichannel Omnichannel Zendesk

The History of Telecommunications and Contact Centers

SharpenCX

Contact center technology from beginning to end.Less than 65 years ago, call centers didn’t exist. From telephones, to email, text, and live chat, the technology that makes up the modern contact center has come a [.]. The post The History of Telecommunications and Contact Centers appeared first on Sharpen Contact Center Software. Call center software Contact Center Software Customer Experience Images & Infographics

6 Steps to Building Customer Rapport on the Voice Channel

VocalCom

As voice offers the benefit of natural human contact, it remains a channel with high potential for great customer engagement. The agent should begin by introducing himself and thanking the customer for making contact. Customers want to be heard, and they may be frustrated when they contact customer service agents. One of the great advantages of the voice channel is its potential for natural human contact.

Stock Reports Aren’t What Your Contact Center Needs (Here’s Why)

SharpenCX

The post Stock Reports Aren’t What Your Contact Center Needs (Here’s Why) appeared first on Sharpen Contact Center Software. Imagine a customer tweets the following at your organization:It’s not difficult to figure out what “The Mad Tweeter” is upset about, is it?Customers