Wed.Mar 22, 2023

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Maintaining Cohesive Teams in Hybrid Contact Centers

Calltools

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

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Employee Engagement, are we still tripping over the same rocks?

CCNG

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.

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Behind the Workshop – Filming Week at LinkedIn Learning

Myra Golden Media

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.

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Welcome to the Metaverse

Contact Center Pipeline

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?

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3 Ways Brick-and-Mortar Retailers Can Improve Customer Experience

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.

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How to Write an Apology Letter to a Customer

Myra Golden Media

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!

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Balancing Growth and Budget in 2023

Cisco - Contact Center

Co-Author: Brian Bahr, Credit Portfolio Manager, Cisco Systems Capital Corporation Today’s social and economic factors are influencing investment in IT equipment.

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Automate Amazon Rekognition Custom Labels model training and deployment using AWS Step Functions

AWS Machine Learning

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.

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Catalyst Wireless Enterprise Agreements now support Cisco DNA Essentials!

Cisco - Contact Center

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

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The Hidden Costs of High Attrition

Transparent BPO

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.

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Manual Call Reviews? There's a Better Way!

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? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom

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Sharing career opportunities and advice with the women of Bennett College

Cisco - Contact Center

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

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5 Ways Helpdesk Systems are Failing Your Contact Center and How LiveVox Can Help

LiveVox

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.

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Keeping Your Apps and Data Available With HyperFlex

Cisco - Contact Center

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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3 New Technology Connectors that Extend Cyara Botium’s Testing Capabilities: Genesys, Microsoft CLU and CQA

Cyara

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

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What Does it REALLY Mean to Put CX First?

The 5 Essentials of a CX-First Platform 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?

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ConcentrixCX for Adobe

Concentrix

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

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How to Start a Call Center: A Complete Guide

Hodusoft

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.

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Becoming A Customer-Centric Organization

Anexa BPO

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?

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5 Advantages of Having a Dental Answering Service

Abby Connect

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.

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Reimagine Your Communications With A Unified Platform

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.

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The Ultimate Guide to Elevating Patient Experiences

24-7 InTouch

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.

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5 Things Every Dental Receptionist Should Know

Abby Connect

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.

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Bonuses at Casino Red Dog: How to Get Free Spins and Other Offers?

CSM Magazine

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.

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How to Outsource Dental Front Office Tasks: Save Company Time & Money

Abby Connect

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.

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Customer Experience Myths Guidebook

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.

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Macaw Security Boosts Efficiency with BigChange Mobile Tech

CSM Magazine

A Midlands-based security company, which protects high net worth individuals and commercial assets across the UK, has achieved a 40 percent increase in operational efficiency following the implementation of a BigChange job management system. Macaw Security Solutions can now optimise how its installation and maintenance engineers are deployed, with real-time tracking and intelligent scheduling, as well as reducing its reliance on paperwork.

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10 Productivity Tips for Small Businesses

Abby Connect

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.

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How AI and Automation Are Already Delivering Enhanced Contact Centre Advisor Performance

CSM Magazine

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.

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How an Answering Service Can Improve Patient Experience in Your Dental Office

Abby Connect

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.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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Contact Center Optimization

Concentrix

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

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6 Cold Calling Tips for Real Estate Agents

Voiptime

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

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Top Call Center Campaigns in 2023 to Increase Sales

Dialer 360

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.