Callminer

DECEMBER 2, 2022

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

182

182

Contact Center Pipeline

DECEMBER 2, 2022

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 […].

Contact Center 130

Contact Center Call Center 130

CallSource Insights

DECEMBER 2, 2022

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.

Advertising 87

Advertising Accountability Best practices Marketing 87

Working Solutions

DECEMBER 2, 2022

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

At home agents 73

At home agents Engineering contact center solutions call center solutions 73

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.

Technology

ChurnZero

DECEMBER 2, 2022

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.

Chief Customer Officer 70

Chief Customer Officer Upselling Enterprise Sales 70

Shep Hyken

DECEMBER 2, 2022

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.

Customer Experience 62

Customer Experience contact center solutions Technology Surveys 62

Global Response

DECEMBER 2, 2022

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.

call center workforce 62

call center workforce Metrics Call Center Abandon rate 62

Quiq

DECEMBER 2, 2022

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?

Chatbots 80

Chatbots Interactive Voice Response Wait times Customer retention 80

Global Response

DECEMBER 2, 2022

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.

Call Center 62

Call Center Upselling Advertising Accountability 62

Advertisement

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.

Customer Experience

LiveVox

DECEMBER 2, 2022

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.

Contact Center 52

Contact Center Call Center Customer Service 52

Global Response

DECEMBER 2, 2022

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.

Healthcare 62

Healthcare Contact Center Call Center B2B 62

JustCall

DECEMBER 2, 2022

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%)!

Advertising 52

Advertising Benchmark Sales Education 52

Global Response

DECEMBER 2, 2022

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.

outsourcing 62

outsourcing Finance Sales Call Center 62

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.

JustCall

DECEMBER 2, 2022

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.

Call Center 52

Call Center Upselling Abandon Call Average Handle Time 52

CSM Magazine

DECEMBER 2, 2022

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.

Airlines 52

Airlines Personalization Customer Service 52

AWS Machine Learning

DECEMBER 2, 2022

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

APIs 68

APIs Healthcare Enterprise Analytics 68

DMG Consulting

DECEMBER 2, 2022

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.

Consulting 48

Consulting Consulting Average Handle Time Contact Center 48

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!

Customer Experience

Concentrix

DECEMBER 2, 2022

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.

Enterprise 62

Enterprise Management 62

Jon Arnold

DECEMBER 2, 2022

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.

Chatbots 56

Chatbots Customer Experience Contact Center 56

SmartKarrot

DECEMBER 2, 2022

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.

Customer advocacy 14

Customer advocacy Upselling Accountability Coaching 14

SmartKarrot

DECEMBER 2, 2022

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.

Upselling 12

Upselling SaaS Benchmark B2B 12

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.