Fri.Dec 02, 2022

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CallMiner Product Innovation Series: December 2022

Callminer

CallMiner's VP of Product Innovation, Bruce McMahon, shares highlights from the 2022.12 release in his latest product innovation blog

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Contact Center Pipeline Magazine: Inside Our December 2022 Issue

Contact Center Pipeline

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2022. I […].

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Everything Your Business Should Know About Google Local Services Ads

CallSource Insights

How Local Services Ads work, why they’re great for local businesses, and how to optimize your Local Services Ads for better results. Today’s local customer not only seeks convenience on their path to purchase but there is an underlying expectation for it.

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5 Ways to Find On-Demand Agents

Working Solutions

Apply a little search engine optimization (SEO) thinking to recruit work-at-home agents.

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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The why, when, and how of customer (re-)segmentation with ChurnZero CCO Alli Tiscornia

ChurnZero

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy.

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Guest Post: Establishing the Business Case for Customer Experience

Shep Hyken

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees.

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KPI 101: Call Center Workforce Management Metrics

Global Response

Start measuring performance by creating a dashboard Metrics are used by customer care teams to measure performance and signal when changes are needed to make improvements.

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5 Tips for Retailers to Reduce Call Volume

Quiq

It’s peak busy season in the retail industry, but we all know what comes after the holidays. Returns will be at their highest—and you’ll be looking for ways to reduce call volume. So what do you do when you know the slow season is coming?

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Seasonal Call Center Agents: Your Busy Season’s Beginning, Theirs Is Ending

Global Response

A counter-seasonal call center strategy is the key to cutting costs, rapid ramp-up, and increased customer satisfaction. If you’re in a highly seasonal business, consider your business cycle and look for an outsourced call center without a lot of accounts in your same industry.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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5 Areas of Improvement for Call Center Agents

LiveVox

Are you looking for ways to improve your call center agents’ performance? If so, you’re in the right place. We share five areas of improvement that can help your contact center agents provide better customer service.

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What is SOC 2 Compliance? Your Questions Explained

Global Response

A Service Organization Control (SOC) is a detailed written report that outlines the state of customer data within your organization. In days when data breaches are common and costly, it’s vital that you only work with a SOC 2 certified contact center.

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How to Run an SMS Campaign? (A Beginner’s Guide)

JustCall

Did you know that SMSes are the customer-favorite channel for receiving brand updates? With a huge 48% share, text messaging surpasses other popular channels such as emails (22%), app notifications (20%), and direct mail (8%)!

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How to Outsource for Efficiency: BPO for Accuracy and Economy

Global Response

Think of the in-house resources you’d need to handle the task of entering and auditing information for 10,000 sales contracts per day. For starters, you’d need to budget for office space, employee salaries and benefits, hardware, software, and managers.

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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How SMBs Can up their Game With Inbound Call Centers

JustCall

The Role of an Inbound Call Center. As a small and medium business owner, you must have heard of call centers. Perhaps you’re even considering setting one up yourself. After all, call centers are known to boost customer satisfaction, gain a competitive advantage and increase sales.

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Why You Should Always Call Your Customers by Name

CSM Magazine

John Tschohl, founder and president of the Service Quality Institute, explains why it is important to call customers by name whenever possible. For most of us, one of the sweetest word we can hear is our name. When someone calls us by name, it connects us. That is true no matter the situation.

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Introducing one-step classification and entity recognition with Amazon Comprehend for intelligent document processing

AWS Machine Learning

“Intelligent document processing (IDP) solutions extract data to support automation of high-volume, repetitive document processing tasks and for analysis and insight.

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Real-Time Guidance: Help for Agents and Customers

DMG Consulting

Real-Time Guidance: Help for Agents and Customers. View this article on the publisher’s website. DMG Consulting’s survey of contact center operational and technical goals and investment priorities for 2022 showed that executives are primed to make a series of technology investments to enhance the performance, productivity, and perception of their service organizations. This includes initiatives to reduce agent attrition and improve the employee experience.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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What Do Enterprise Content Management and Six Sigma Have in Common?

Concentrix

If you create content, you work in a factory. Learn how reducing waste in the assembly line can help you produce content faster and cheaper.

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November Writing Roundup

Jon Arnold

Another busy month with travel to events, but three public things I’d been working on were published last month, so here they are if you haven’t seen them yet. AI for the Contact Center - It’s So Much More than Chatbots , NICE, Nov.

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Dec 02 – Customer Success Jobs 

SmartKarrot

Role: Customer Success Manager Location: Sydney, New South Wales, Australia (Hybrid) Organization: Jenkin Beattie As a Customer Success Manager, you will develop and manage key accounts achieving mutual goals whilst seeking growth within each account.

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IDEM – A Framework for Managing Expansion Revenue (Upsell & Cross-sell)

SmartKarrot

What if your SaaS (Software As A Service) company discovered a new source of revenue that could potentially boost sales by 20–30% with less effort and money than gaining new logos? Expansion revenue specifically offers such a chance.

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.