Is Your Center Really Resilient?
Contact Center Pipeline
JANUARY 26, 2023
Formal Business Continuity and Disaster Recovery (BC/DR) planning has always been a very important aspect of contact centers’ success.
Thu.Jan 26, 2023
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How to Identify & Coach on the Most Effective Soft Skills
Myra Golden Media
JANUARY 26, 2023
Those with strong emotional intelligence deliver bad news confidently, control calls easily, and prevent escalation. This is why I teach empathy, connection, and listening. Meet with me for a 45-minute discussion on how to coach your team to be more effective with soft skills.
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The Seven Key Strategic Questions Essential for Gaining Growth in 2023
Beyond Philosophy
JANUARY 26, 2023
It’s time for an update. A few years ago, we went over some of the essential questions for your clients. However, in reviewing that content, I realized I was in sore need of an update. Therefore, we will discuss the seven key strategic questions updated for the new year.
In hospitality, your people are NOT your most important assets.
Bill Quiseng
JANUARY 26, 2023
In hospitality, your people are NOT your most important assets. In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.”
How to Build an AI-Powered Contact Center as a Service Platform
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Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.
Customer Success: What It Is and Why It Matters
Helpware
JANUARY 26, 2023
As customer expectations soar through the roof and customer needs become more complex, companies struggle to service each person properly.
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Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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CX4Now: CX and Contact Center Trends to Watch, According to These Influencers
Fonolo
JANUARY 26, 2023
If you’ve been following the CX and contact center industries over the past few years, you know the landscape has drastically changed. The industry players are bigger and more intimidating, and the customers are more demanding.
What is Upward Communication and How You Can Implement it
Guru
JANUARY 26, 2023
Open and transparent communication is the backbone of employee motivation, productivity, and happiness. It’s important for employees to feel like their concerns are heard, their contribution is valued and that they have a safe space to work in. internal comms
Best Egg achieved three times faster ML model training with Amazon SageMaker Automatic Model Tuning
AWS Machine Learning
JANUARY 26, 2023
This post is co-authored by Tristan Miller from Best Egg. Best Egg is a leading financial confidence platform that provides lending products and resources focused on helping people feel more confident as they manage their everyday finances.
The Agent’s Role in the Omnichannel Customer Journey (And How to Support It)
Vistio
JANUARY 26, 2023
Contact centers are finding themselves in an increasingly omnichannel world where there are many ways for customers to find assistance and resolve an issue.
Brain Fog HQ: Memory Enhancement Techniques for Professional Development
Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion
In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.
Let’s Have An Honest Conversation About The HVAC Call Center.
Call Experts
JANUARY 26, 2023
If you’re in the business of providing heating and cooling services, your best tool for success is the customer service agents who answer the phone from your HVAC call center.
The Agent’s Role in the Omnichannel Customer Journey (And How to Support It)
Vistio
JANUARY 26, 2023
Contact centers are finding themselves in an increasingly omnichannel world where there are many ways for customers to find assistance and resolve an issue.
TDCX Announces Launch of Digital Customer Experience Center of Excellence in Singapore
CSM Magazine
JANUARY 26, 2023
Angie Tay, Group Chief Operating Officer, TDCX TDCX Inc., an award-winning digital customer experience (CX) solutions provider for innovative technology and other blue-chip companies, announced today the launch of its first Digital CX Center of Excellence in Singapore.
Measure customer satisfaction with these 3 KPIs
Hello Customer
JANUARY 26, 2023
Metrics & Methodologie
The 2023 Customer Experience Management Value Index
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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
Employers Are Stepping Up As 53% of Frontline Colleagues Report Symptoms of Stress
CSM Magazine
JANUARY 26, 2023
Research released today by the CCMA (Call Centre Management Association) highlights the changing nature of calls taken in the contact centre are having an impact on frontline wellbeing, with more than half of frontline colleagues reporting at least one symptom of work-related stress or burnout.
How to Create Mobile-First Customer Service
Quiq
JANUARY 26, 2023
Chatting with companies over the phone, even your favorite ones, isn’t a fun experience. It’s a necessity. It’s like going to the dentist—something you don’t look forward to but have to do nonetheless. In today’s hectic, multi-tasking world, people don’t have time for phone calls.
Taking Care of an Elderly Relative: Your Options
CSM Magazine
JANUARY 26, 2023
Unfortunately, getting older is simply a part of life, and the inevitable decline that happens, as a result, is often unavoidable. There often comes a point when your elderly relatives can no longer live unassisted.
Humans: The #1 Risk for Contact Center Compliance
Interactions
JANUARY 26, 2023
Humans remain the number one driver of the need for compliance and data breaches today, demonstrating that security is no longer just a technical challenge but a human one as well. Plenty of statistical data supports this claim: 82% of breaches involved the human element.
How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
Future of Work Expo, Feb. 14-16 - Updates
Jon Arnold
JANUARY 26, 2023
Another update for my upcoming Future of Work Expo , taking place in Ft. Lauderdale in just a few short weeks. FOW Expo is one of the sub-events with TMCnet’s long-running ITExpo. This is my fifth go-round as Chair, and the speaking roster is just about done.
Telephone Still Preferred Channel for Customer Service Interaction
Interactions
JANUARY 26, 2023
The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. In an increasingly digital world, people continue seeking ways to make human connections.
?ontact Center For Sales: Opportunities and Tips
Voiptime
JANUARY 26, 2023
All of us know that sales are the primary goal of every business. To tell the truth, business exists to perform sales, as its goal is to earn money, and there`s no way to do that without selling something. Goods, services, and even knowledge are sold, but that is all about theory, not practice.
Customer Quality Assurance – Call Calibration: Comprehensive Guide
SQM Group
JANUARY 26, 2023
This blog provides a comprehensive guide on the importance of call calibration, including tips on conducting sessions to help agents improve customer service
The ABM Benchmark Survey
Advertiser: ZoomInfo
ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?
Tips for Operations Leaders: Managing Your Contact Center Through a Recession
LiveVox
JANUARY 26, 2023
The economy is facing uncertain times in the upcoming year, with some parts of the world fully in a recession and others bracing for one. Macroeconomic forces created on the tails of COVID have left contact centers from financial services to retail to the tech sector needing to shore up resources.
ChatGPT, GPT-3, and Your Conversational AI Solution
Creative Virtual
JANUARY 26, 2023
By Chris Ezekiel, Founder & CEO Since the official announcement in November 2022, there has been an enormous amount of buzz and excitement about OpenAI’s ChatGPT.
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