Callminer
AUGUST 1, 2022
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.
ShepHyken
AUGUST 1, 2022
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. (SmartBrief) Frontline service employees are often a consumer’s first human interaction with a company.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Russel Lolacher
AUGUST 1, 2022
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. A few reasons she is awesome – she is Canada’s first Chief Accessibility Officer (CAO) serving as an independent special advisor to the Ministry of Employment, Workforce Development and Disability Inclusion.
LiveVox
AUGUST 1, 2022
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. When it comes to making your customers feel appreciated, it all starts with your contact center team. Your […].
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
JivoChat
AUGUST 1, 2022
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. In the case of professional contacts, it shows to the person to who you are sending the email the company you are a part of, and what is your position inside it, conveying trust. .
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Concentrix
AUGUST 1, 2022
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.
Jon Arnold
AUGUST 1, 2022
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. My Q&A with Rob McDougall - AI and Setting Expectations in the Contact Center , Upstream Works Blog, July 22 Contact Centers Evaluate CPaaS vs CCaaS Benefits , TechTarget, July 21 The Difference Between a Traditional and Hybrid Meeting Room , TechTarget, July 19.
Concentrix
AUGUST 1, 2022
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.
Anexa BPO
AUGUST 1, 2022
The best customer service is circular: better service means improved business outcomes. Great CX results in happy, loyal customers and THAT generates profits. So if we’re talking about CX champions, exactly what are we talking about? How can companies align their business policies to put customers at the forefront of their business model? What processes, people, technology and data need to be in place to ensure exceptional and consistent customer service?
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Nicereply
AUGUST 1, 2022
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. But many companies don’t use customer satisfaction metrics at all, so they’re unaware of major issues. Companies not using metrics often have bad customer support, repelling 90% of consumers.
LiveVox
AUGUST 1, 2022
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.
Kapta Customer Success
AUGUST 1, 2022
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. You want to become a trusted advisor who has a seat at the customer’s table and is involved in strategic decisions the customer makes.
Inbenta
AUGUST 1, 2022
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. It is clear these tools can satisfy the need for immediate support, as well as reduce the workload of your customer service agents, improve CSAT, and simplify your operations.
Advertisement
Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
DMG Consulting
AUGUST 1, 2022
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.
Dialer 360
AUGUST 1, 2022
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. However, when a call quality program is conducted, call center managers try to find an accurate picture of the interaction between customers and staff.
SmartKarrot
AUGUST 1, 2022
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. But what exactly is a status page, and why is it so important for SaaS companies? .
Quadient
AUGUST 1, 2022
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. At the Experience-driven CCM event, I had the opportunity to explore how Quadient can further solve the challenges that our current and future customers face.
Speaker: Keith Kmett, Principal CX Advisor at Medallia
Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the
Customer Service Life
AUGUST 1, 2022
Image by mohamed Hassan from Pixabay. This article was originally published on CustomerThink and is being reposted with the permission of the editor. Thinking back to the early days of my first management role in a small contact center, I can remember one day when a newly-hired customer support agent came over to my cubicle for what had to have been the twentieth time to ask me yet another question.
SharpenCX
AUGUST 1, 2022
Technology is constantly changing, and to be fair, a lot of new and shiny features aren’t worth the hype. In the contact center world, advancements over the last ten years have taken customer service to the next level. Long gone are the days where your customers can only reach you by phone. Now, through inbound/outbound omnichannel, customers can text, video call, email, interact on social media, and more to receive speedy service.
Comm100
AUGUST 1, 2022
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. To beat the competition, colleges and universities need to put students first. This means catering to student behaviors and providing a customer experience matching the one they get from their favourite B2C brands.
Vistio
AUGUST 1, 2022
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. Training, technology buying, and positive team dynamics should all promote the well-being of the agent. Call centers are facing new labor and economic problems.
Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.
AWS Machine Learning
AUGUST 1, 2022
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. AWS introduced Amazon SageMaker Feature Store during AWS re:Invent 2020, which is a purpose-built, fully managed, centralized store for features and associated metadata.
JustCall
AUGUST 1, 2022
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. Yet, there are times when you’re working on your computer and it is simply more convenient to type up a text from the same device instead of looking for your smartphone and risking getting distracted.
Expert insights. Personalized for you.
182 
Let's personalize your content