Mon.Aug 01, 2022

Your Contact Center Employees Aren’t Happy. That’s Why They’re Leaving.

Myra Golden Media

Many of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they serve food, but the kitchen was closed that afternoon.

How to hire work from home call center agents

Callminer

In the age of remote call centers, it is important for organizations to consider which candidates can work from home effectively. Read on to learn tips for hiring remote call center agents

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Your Most Valuable Asset: The Agent-Centric Call Center Philosophy

Vistio

Listen to the full podcast here: On this episode of, Vistio’s Rob Connelly talks about our agent-centric call center philosophy. The call center agent is the single most important asset that you have.

Episode #26 – Why You Need to Embrace an Accessible Workplace

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Canada’s first Chief Accessibility Officer Stephanie Cadieux on the importance and benefits of embracing an accessible workplace.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

Introducing The 2022 LiveVox Agent MVP Award Winners

LiveVox

Every day, contact center agents work behind the scenes to help businesses of all kinds put their best foot forward for customers. Their work is the foundation of any well-run organization, but their contributions often go unnoticed.

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Next Webinar - with Servion and Cisco; Driving Digital Transformation in the Contact Center

Jon Arnold

This is the first in a series of webinars I’m doing with Servion , with this one featuring Cisco , highlighting Webex Contact Center. I’ll be talking about trends driving the need for digital CX, and the audience is largely invite-only.

5 Top Customer Service Articles of the Week 8-1-2022

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. Customer Service Teams Are a Brand’s Best Ambassadors by Patti Crume.

July Writing Roundup

Jon Arnold

With the month being abbreviated work-wise, public writing was pretty light. Just three pieces for the roundup, and next month, I should be back to higher levels.

Simplify iterative machine learning model development by adding features to existing feature groups in Amazon SageMaker Feature Store

AWS Machine Learning

Feature engineering is one of the most challenging aspects of the machine learning (ML) lifecycle and a phase where the most amount of time is spent—data scientists and ML engineers spend 60–70% of their time on feature engineering.

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The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Creating a Customer-centric Culture: Four Steps to Get Started

Quadient

Creating a Customer-centric Culture: Four Steps to Get Started. Marissa Feigen. Mon, 08/01/2022 - 18:38. After what feels like forever, I recently got a chance to re-engage in my favourite pastime – meeting people in person at a Quadient-hosted event located here in London, UK.

What Types of Metrics Measure Customer Satisfaction?

Nicereply

Customer satisfaction metrics are crucial for improving the user experience. Lower metric scores show a business isn’t doing well in certain areas. Fixing low scores can save a business and make it more profitable than ever.

4 Stats that Show How Universities Can Increase Enrollment 

Comm100

Reaching students has never been more challenging. In US postsecondary education, spring enrollment decreased by 7.4% from 2020 to 2022. With student enrollment down, competition for student attention and engagement is heating up.

How Smart is a Smart Dialer?

LiveVox

Contact centers have evolved tremendously through their implementation of new technology designed to help them deliver a better agent and customer experience. The post How Smart is a Smart Dialer? appeared first on Livevox. Omnichannel

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

How to become a Trusted Advisor to your key accounts

Kapta

Are you an account manager (AM) trapped in vendor status with your key accounts? If so, you may be wondering how you elevate your relationship with your customers to a strategic partnership.

Top Trends in the Contact Center Infrastructure Market

DMG Consulting

Top Trends in the Contact Center Infrastructure Market. August 1, 2022 Donna Fluss. The contact center infrastructure market has become one of the more attractive technology sectors during the past two years, catching the attention of some of the big names in the technology world, including Salesforce, Zoom and Facebook. This is due to its sizeable total addressable market (TAM) and “stickiness” with enterprise buyers.

How to Change Email Signature in Outlook

JivoChat

Do you know how to change your email signature in Outlook? If you use this software to manage your email account, that’s a relevant thing to learn, after all the signature you use it’s very important. An email signature gives you credibility.

Dedicating Support to Subscription Renewal Management

Concentrix

Learn how a cloud services company migrated from an on-prem to SaaS model, without sacrificing on-time renewal rates. The post Dedicating Support to Subscription Renewal Management appeared first on Concentrix. Case Studies Case Study

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CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Call Center Monitoring: 8 Best Practices to do it Effectively

Dialer 360

Call center monitoring is implemented in the call centers to improve the agent’s performance and customer satisfaction. The goal is to measure all standards that play a great role in quality calls and correct these if don’t work properly.

Sales Prioritization Brings Accountability to Renewals

Concentrix

Learn how Concentrix dropped customer churn and achieved an unprecedented level of success with sales prioritization. The post Sales Prioritization Brings Accountability to Renewals appeared first on Concentrix. Case Studies Case Study

This Trick Will Help You Uncover Trends From Your Support Data

Inbenta

By now, most companies have set up some sort of customer self-service tool. Whether it is a chatbot, a help site , or simply a search engine, most businesses have seen the value in letting consumers navigate their site, and find answers and products on their own.

How to Send Texts from a Computer: A Complete Guide

JustCall

Having a cell phone within arm’s reach is a norm in the current environment. You don’t even have to get out of bed to send a text over your smartphone.

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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.

What Is a Status Page? Why Should Every SaaS Company Have One?

SmartKarrot

FOMO – Feeling of Missing Out! This is one of the biggest fears that current-day customers have. They want to know everything that is happening from their brands. Surrendering to these demands, companies are now emphasizing having a status page on their web platforms.

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