Calltools

MARCH 22, 2023

While hybrid contact centers gained popularity during the pandemic, it’s clear they are here to stay. Hybrid contact centers offer many benefits both for businesses and their employees. However, some companies have struggled to keep team members cohesive when working remotely. Read on to explore the benefits a hybrid contact center offers and consider these tips and tricks to help boost hybrid company culture and build bonds between your team members. 4 Benefits of Hybrid Contact Centers H

Contact Center 98

Contact Center Gamification Morale Feedback 98

CCNG

MARCH 22, 2023

In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Through case studies they explained how to optimize processes to keep employees engaged through onboarding and training, scheduling, and career development. Vicki shares that when employees don’t feel engaged at work, there is a negative chain reaction of events that affect every KPI in the organization.

Employee engagement 195

Employee engagement CCNG First call resolution Contact Center 195

Myra Golden Media

MARCH 22, 2023

After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes me feel like a queen! Following that, I’m in the green room to fluff out my fro and pray, and finally, I’m on set with my talented director and content producer.

Education 156

Education Customer Experience 156

Contact Center Pipeline

MARCH 22, 2023

There has been much buzz lately about the metaverse to the point where “meta-” is becoming a tag, even a company name a.k.a. Facebook. But what exactly is the metaverse? And is there a need for customer service, support, and sales through their contact centers in it?

Contact Center 130

Contact Center Sales Customer Service Technology 130

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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.

Contact Center

Myra Golden Media

MARCH 22, 2023

I feel icky writing this post. Last week I had to practice what I teach. My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. But something went wrong. Instead of getting our standard welcome email with login details, each of the 51 employees was bombarded with around 70 emails, all featuring the same welcome!

Customer Service 156

Customer Service Customer Experience 156

AWS Machine Learning

MARCH 22, 2023

With Amazon Rekognition Custom Labels , you can have Amazon Rekognition train a custom model for object detection or image classification specific to your business needs. For example, Rekognition Custom Labels can find your logo in social media posts, identify your products on store shelves, classify machine parts in an assembly line, distinguish healthy and infected plants, or detect animated characters in videos.

APIs 87

APIs Metrics Engineering Feedback 87

Cisco - Contact Center

MARCH 22, 2023

The Cisco HyperFlex Data Platform (HXDP) is a distributed hyperconverged infrastructure system that has been built from inception to handle individual component failures across the spectrum of… Read more on Cisco Blogs

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VirtualPBX

MARCH 22, 2023

Guest Post by Linh England, VirtualPBX Product Lead Text messages are quick, easy, and much less intrusive than phone calls or emails while giving customers the ability to control when and how often they receive notifications via text. Additionally, SMS texting is the most efficient way to contact your customers. With a 98% open rate , you can ensure that your content reaches your intended audience.

Best practices 83

Best practices Marketing Personalization Customer Service 83

Cisco - Contact Center

MARCH 22, 2023

The role of technology in your business is more important than ever to ensure that critical services are always running.

Wireless 98

Wireless Enterprise Technology 98

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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.

Customer Experience

Transparent BPO

MARCH 22, 2023

Attrition, or employee turnover, is a major concern for call centers and contact centers, as it can (and DOES) significantly impact both their financial performance and their ability to provide high-quality customer service. When attrition boils over While the various triggers for attrition can vary greatly from case by case, industry to industry there is […] The post The Hidden Costs of High Attrition appeared first on Transparent BPO.

Contact Center 71

Contact Center Call Center Business Process Outsourcing Customer Service 71

Cisco - Contact Center

MARCH 22, 2023

Bennett College was founded in 1873 in the basement of St. Matthews Methodist Episcopal Church in Greensboro, NC.

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LiveVox

MARCH 22, 2023

Providing quality customer service is a top priority for call center leadership. When customers receive poor service, their perception of that company can be negatively impacted. With social media at the forefront of 24/7, real-time communication, it’s far too easy for a company’s error to become magnified tenfold. In addition, businesses want their customers to […] The post 5 Ways Helpdesk Systems are Failing Your Contact Center and How LiveVox Can Help appeared first on LiveVox.

Contact Center 70

Contact Center Call Center Customer Service Customer Experience 70

Cyara

MARCH 22, 2023

The constant innovation and evolution in technological capabilities and technology architectures call for never-ending cycles of changes and improvements.

Technology 67

Technology Chatbots 67

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

Concentrix

MARCH 22, 2023

Find out about ConcentrixCX and how its integration with Adobe provides actionable insights for better customer experiences.

Customer Experience 62

Customer Experience 62

Hodusoft

MARCH 22, 2023

How to Start a Call Center: A Complete Guide Are you considering opening a call center? If there is a good time to start, it is now. That’s because, despite the rising competition, the global call center industry is growing at a rapid pace. The rise of e-commerce and changing business landscape post the global pandemic and lockdowns fueled the growth of call centers around the world.

Call Center 52

Call Center call center software CRM virtual call center 52

Anexa BPO

MARCH 22, 2023

Today’s brands focus on many customer-centric terms – one of the most recent (and misunderstood) is “customer success”. Although it’s understandable to assume that this factor is the same as “customer satisfaction”, the two concepts are, in fact, not interchangeable. So what are we actually looking at when considering customer success versus customer satisfaction?

Customer centricity 52

Customer centricity outsourcing SaaS Surveys 52

Abby Connect

MARCH 22, 2023

Hiring a dental answering service is one of the most advantageous decisions a dental practice can make. By outsourcing the responsibility of answering and managing the phone to a third-party provider, dentists, and their staff can save time and money while providing better service for their patients.

Answering services 52

Answering services outsourcing Management 52

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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro

Customer Experience

24-7 InTouch

MARCH 22, 2023

Health leaders are realizing that providing a positive digital patient experience (PX) is essential to being successful in the healthcare industry. However, as health technology companies focus on perfecting their innovations, they often forget about optimizing patient experiences, which leads them to fall behind in the market and patients to look elsewhere.

Healthcare 52

Healthcare Education Self service Technology 52

Abby Connect

MARCH 22, 2023

As a dental receptionist or dental practice owner looking to hire a receptionist, it is important to have a thorough understanding of the role a receptionist plays in keeping a dental office running smoothly. There are many things a dental receptionist should know in order to do their job successfully.

Answering services 52

Answering services Customer Service 52

CSM Magazine

MARCH 22, 2023

Red Dog casino is a part of the ArbathSolutions OU operator. The gambling website was launched in 2019 and despite the short period of operation the site has become popular, has an extensive customer base and a good reputation. The casino attracts customers with a convenient site that supports the English language, fast withdrawal of funds, original content from top providers, and interesting promotions.

Accountability 52

Accountability Marketing 52

Abby Connect

MARCH 22, 2023

It can be challenging to keep up with a dental practice’s day-to-day operations, especially in the front office. Outsourcing dental front office tasks is a great way for dental practices to save time and money.

outsourcing 52

outsourcing Answering services 52

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

CSM Magazine

MARCH 22, 2023

Over the last few weeks, we’ve seen an incredible amount of interest in ChatGPT, the Large Language Model developed by OpenAI. Phil Jordan, AI & Automation Specialist at Sabio Group, investigates. With a neural net made up of billions of language elements, ChatGPT takes your input and then builds on it with additional, coherent text based on its library of accumulated writing.

Engineering 52

Engineering Chatbots CRM Customer Service 52

Abby Connect

MARCH 22, 2023

Small businesses (and their owners) are BUSY. There’s always more to do than there is time to do it and a limited budget to work with. Every decision you make comes at the cost of another potential opportunity.

Marketing 52

Marketing Management 52

Concentrix

MARCH 22, 2023

Optimize your Salesforce environment and turn your service connections into personalized selling journeys.

Contact Center 62

Contact Center Personalization 62

Abby Connect

MARCH 22, 2023

The goal of any dental practice owner should be to provide the best possible patient experience–which drives customer loyalty and repeat business while simultaneously freeing up in office- staff.

Answering services 52

Answering services Customer Service 52

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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.

Customer Experience

Voiptime

MARCH 22, 2023

Cold calling for real estate is a controversial, but efficient tool for lead generation, sales prospecting, and getting new deals. Nonetheless, such a task as cold calling for real estate agents is also a complex and challenging task, especially if one prospect may require around ten touchpoints - calls, emails, meetings - to be closed. Therefore, to support your real estate cold calling plan becoming effective and improve your performance, you need some real estate cold calling tips and, what i

Real estate 40

Real estate Scripts Sales 40

Dialer 360

MARCH 22, 2023

In 2023, call centers are continuing to play a crucial role in customer service and support for all sizes of businesses. With the increasing importance of providing excellent customer experiences, call centers have become an essential component of many companies’ customer service strategies. What is Call Center Campaign? A call center campaign is a targeted marketing initiative that involves contacting potential customers or existing clients over the phone.

Call Center 26

Call Center Sales Healthcare Government 26

AWS Machine Learning

MARCH 22, 2023

In this post, we show how to configure a new OAuth-based authentication feature for using Snowflake in Amazon SageMaker Data Wrangler. Snowflake is a cloud data platform that provides data solutions for data warehousing to data science. Snowflake is an AWS Partner with multiple AWS accreditations, including AWS competencies in machine learning (ML), retail, and data and analytics.

APIs 86

APIs Engineering Analytics Scripts 86