Thu.Aug 11, 2022

Virtual Call-Backs vs. Virtual Queuing: The Great Showdown


Virtual call-backs have singlehandedly revolutionized the call center customer experience over the last few years. You might be reading this and thinking about the type of call-backs that happen in the film industry where casting directors search for the perfect actor to fill a role.

The World Is Going Crazy

Beyond Philosophy

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. It turns out I am not alone in my assessment.


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Changing the Business Experience

Contact Center Pipeline

The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX. But the B2C experiences are, to a considerable extent, driven by the business-to-business (B2B) customer experiences (B2B CX).

Taking Computer Vision Out of The Lab: Interview with TechSee’s Product & R&D Leads


Over the last few years, service leaders have embraced computer vision AI and conversational AI to scale, automate and improve service operations. Last week, we launched the Visual Intelligence Studio , a self-service, no-code computer vision AI training solution.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

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.

How to Build Client Relationships Digitally: 14 Pro Tips


Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses.

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More Trending

Outsourcing Customer Service Is Cost Effective and Process Efficient


By 2026, the market volume of the business process outsourcing sector is on track to surpass $4 billion, and there's a reason why that figure is so high. Companies have woken up to the fact that third-party service providers can up the company's game without being a drain on in-house resources.

How customer experience can save the environment

Inside Customer Service

Sustainability is all the rage. Consumers increasingly want it. Companies everywhere promote it. Governments demand it with new laws mandating sustainable practices. The big trick is adopting sustainable practices without negatively impacting the customer experience.

Build a GNN-based real-time fraud detection solution using Amazon SageMaker, Amazon Neptune, and the Deep Graph Library

AWS Machine Learning

Fraudulent activities severely impact many industries, such as e-commerce, social media, and financial services. Frauds could cause a significant loss for businesses and consumers. American consumers reported losing more than $5.8 billion to frauds in 2021, up more than 70% over 2020.

Top 5 Chat Conversation Tagging Challenges


Chat is a powerful tool for business growth, allowing businesses to communicate directly with their customers. It means you can quickly and easily offer customer support, engage with users, and use it for lead generation.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

5 Tips for Preparing For A Holiday Rush

Call Experts

While most of the holiday shopping season occurs in November and December, preparing for a holiday rush will help your business when the time comes. The early bird rush is just around the corner. Start thinking about customer service strategies and making adjustments as necessary.

Blended Sales Dialer: Inbound & Outbound Calling for More Time & Money


Sales dialing software is a useful tool for helping customer service agents and sales reps speak with as many customers or leads as possible, with minimal downtime. The post Blended Sales Dialer: Inbound & Outbound Calling for More Time & Money appeared first on LiveVox. Omnichannel

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CX Agent Burnout – How to Deal


True or False? Nearly three-quarters of businesses recognize a direct link between customer service and business performance – TRUE. True or False?

2022 Analyst Report Roundup: Data to Back Your CCM-CXM Budget


2022 Analyst Report Roundup: Data to Back Your CCM-CXM Budget. Marissa Feigen. Thu, 08/11/2022 - 15:15. Nobody likes to talk about it, but the frantic work of budgeting season is upon us.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Balto Now Embedded Directly Within Major CCaaS and Workflow Systems for Simplified Contact Center App Management


New zero-footprint integration embeds leading real-time guidance platform into softphone systems and everyday workflow applications for a “single pane of glass” to unleash agent performance.

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Do You Need Texting for Franchises?


Are you looking to add texting for franchises to improve customer service and boost ROI? Not all franchise phone systems offer business text messaging and not all text messaging services cater to franchises, so let’s talk about both requirements.

5 Tips for Preparing For A Holiday Rush

Call Experts

While most of the holiday shopping season occurs in November and December, preparing for a holiday rush will help your business when the time comes. The early bird rush is just around the corner. Start thinking about customer service strategies and making adjustments as necessary.

VoIP Phone Services: Top Reasons to Make the Switch


VoIP phone services are the future of telephony. In many countries, it’s already near impossible to get a phone line that doesn’t use internet technology instead of analog lines. And even if you can technically still get an analog line, there are many reasons to choose VoIP instead.

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Build an air quality anomaly detector using Amazon Lookout for Metrics

AWS Machine Learning

Today, air pollution is a familiar environmental issue that creates severe respiratory and heart conditions, which pose serious health threats. Acid rain, depletion of the ozone layer, and global warming are also adverse consequences of air pollution.

135 Online Store Name Ideas


If you are starting a company, and looking for online store name ideas, it’s important to remember that the name of the ecommerce website has a big impact on how the brand is perceived. It’s part of the brand’s identity, so it must be chosen with care.

Inbenta Profiled in Conversational AI “Hot Vendor” report by Aragon Research


Inbenta is happy to report that the company has been included in the “Hot Vendors” profiled in the Hot Vendors in Conversational AI, 2022 report by Aragon Research, Inc. July 2022).

Is Your CX Performance Slipping? Forrester Thinks So


Even tiny shifts in leadership focus can lead to costly drops in customer experience. After showing an impressive post-covid CX rebound – and steady gains in 2021, US brands appear to have hit the wall. That’s according to Forrester’s 2022 US Customer Experience Index.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

7 Time-Tested Strategies for Leveling Up Your Business


Are you wondering why your business is not seeing the results you hoped for? Then it’s time to level up your business strategies.

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