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 Customer Service Call Center Customer Experience 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 Contact Center First call resolution 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?

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Contact Center Customer Service Sales Technology 130

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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?

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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

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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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 91

APIs Metrics Feedback Management 91

Cisco - Contact Center

MARCH 22, 2023

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

Management 98

Management 98

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 91

APIs Analytics Scripts Engineering 91

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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.

Government

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.

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Best practices Customer Service Marketing Personalization 79

AWS Machine Learning

MARCH 22, 2023

There has been a paradigm change in the mindshare of education customers who are now willing to explore new technologies and analytics. Universities and other higher learning institutions have collected massive amounts of data over the years, and now they are exploring options to use that data for deeper insights and better educational outcomes. You can use machine learning (ML) to generate these insights and build predictive models.

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Feedback Education Analytics Government 85

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.

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Wireless Enterprise Technology 98

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.

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Contact Center Call Center Customer Service Customer Experience 79

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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.

Contact Center

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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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 Customer Service Business Process Outsourcing 71

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

ChurnZero

MARCH 22, 2023

This is a guest article by Kristen Hayer , the founder and CEO of The Success League. During a difficult time, like an economic downturn or a financial insecurity, companies start to take a closer look at every department. They need to make sure they are operating as efficiently as possible to be ready for any kind of financial hit that the business might take.

Journey mapping 59

Journey mapping Customer Experience Finance Benchmark 59

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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.

Contact Center

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 Customer Service 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 Customer Service SaaS 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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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.

Contact Center

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 Self service Customer Support 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.

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outsourcing Answering services 52

Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author

Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.

Customer centricity

CSM Magazine

MARCH 22, 2023

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.

CRM 52

CRM Engineering Finance 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

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.

Customer Service 52

Customer Service Chatbots CRM Engineering 52