Mon.Sep 23, 2019

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Use AI in these 4 ways to scale your outbound call center

Convoso

If you’re looking to scale your call center’s outbound operation, artificial intelligence (AI) can help in a big way. It’s especially helpful for call centers in industries like health insurance. The insurance vertical, for example, often scales outreach around open enrollment each year. As a high-pressure time of the year, call centers need to operate efficiently and at an even higher scale when it’s open enrollment.

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Top 4 Reasons Why Call Recording is Critical to Contact Center Success

NICE inContact

Call recording software is a foundational component of contact center operations but often under valued and taken for granted. It’s a bit like the plumbing in your house. The pipes are laid when your house is built, and it’s always running in the background and powering appliances like your dishwasher, washing machine, etc., but you’re not regularly thinking about the pipes running under your feet.

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5 Top Customer Service Articles for the Week of September 23, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. (Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you.

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What is first call resolution? Benefits, challenges, examples, & best practices for improving FCR

Callminer

A contact center’s ability to resolve customer problems, questions or needs the first time they call. High first call resolution (FCR) rates, paired with low talk time, is a common goal.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Top 20 CX Influencers to Follow in 2019

CX Global Media

You have dreams and aspirations to make a difference. Sometimes it’s crystal clear on how you do that and sometimes it’s not. If you have a dream to make a difference in customer experience, then you need to learn from and follow these Top 20 CX Influencers. I was humbled and surprised to be named to this distinguished list of impact makers and will continue to pursue my passion of making a difference.

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Stevies Awards Recognize Concentrix for Diversity and Inclusion

Concentrix

Achievement marks improvements for gender equality New York, NY – The Stevie Awards for Great Employers recognize the world’s best employers and the human resources professionals, teams, achievements and HR-related products and suppliers who help to create and drive great places to work. Concentrix was recognized in the category “Achievement to Diversity” for the third.

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Your Words Have Lost Their Meaning to Your Employees

Russel Lolacher

Your Words have Lost Their Meaning. Words matter. And you have to understand their impact to understand how you are engaging (or not engaging) with your colleagues. Are the words you use to inspire new ideas or to brand new programs, really having the effect you think? The “revenge effect” or “revenge technology” is when a piece of technology performs the opposite effect of what it’s intended.

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Your Words Have Lost Their Meaning to Your Employees

Russel Lolacher

Your Words have Lost Their Meaning. Words matter. And you have to understand their impact to understand how you are engaging (or not engaging) with your colleagues. Are the words you use to inspire new ideas or to brand new programs, really having the effect you think? The “revenge effect” or “revenge technology” is when a piece of technology performs the opposite effect of what it’s intended.

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Customer Service Roundup: Mixing the Human Touch with AI in the contact center

Global Response

What does the human touch mean to customers when they call the contact center? Direct contact with a human is luxurious. It comforts, engages and gives the customer a personalized experience, according more. The post Customer Service Roundup: Mixing the Human Touch with AI in the contact center appeared first on Global Response.

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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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How to Kill Email

Solvvy

Did you know that 54% of customers used email to contact customer support , making it the most commonly used support channel? Did you also know that email has the slowest rate of first response time compared to other channels? That being said, it makes sense why so many companies rely on email as their go-to channel. What would you prefer? Sitting on hold for 30 minutes for a non-urgent issue or sending a quick email and getting a response by the next day?

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Pronounce common French names correctly at your next soirée!

NameShouts

French names aren’t the most intuitive to pronounce. The language can often seem to outsiders as if it is purposely difficult. And oftentimes, attempts to imitate the sounds of French can come across as pretentious. We are firm believers in striking a middle ground between over-pronouncing and correctly pronouncing. Although it may seem goofy at times to pronounce a name the way it’s meant to be pronounced, over time it can begin to feel natural.

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LiveChat for Managers: Integrations That Will Keep Support Work Organized in One Place

LiveChat

Let’s assume you plan on fixing a pipe on a roof. What would you do to make it a bearable experience and finish it quickly? Besides having good music in the background, you probably would start with taking all the tools with you up there. You’ve climbed a ladder and you start on your job. But what if you need something else while you’re there?

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The Gig Economy: Why At-Home Agents Perfectly Complement Your Outsourced Customer Service

Advantage Communications

The gig economy is booming, allowing companies to hit workforce targets in a market where skill shortages are a huge concern. Did you know that homesourcing can be the perfect complement to your company’s current outsourced customer service program ? In fact, some innovative outsourced call centers, such as Advantage Communications , are making the most of stay-at-home agents to enhance the world-class customer service they are providing on behalf of their clients.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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AI IRL Podcast Episode 35: Bringing AI to the World of Time Management

bold360 Blog

Subscribe via iTunes , Spotify and more. I’ve always been an advocate of time management. It’s the best way to make sure you actually get things done. Well, our latest guest on AI:IRL co-founded a startup, TimeHero , that’s taking time management to the next level. Scott Brooks joined me on the show to talk about how he’s bringing AI to the world of calendar management.

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AI Chatbots: The Dream vs. The Reality (Pt. 1 – Delight)

Comm100

The concept of “artificial intelligence” often gets invoked as a buzzword by enthusiastic tech theorists or marketers, but in this series, I’ll show you how AI chatbots are used right now by real companies with real business objectives. I’m not a theorist or a marketer, I’m someone with experience implementing AI chatbot solutions which provide value to businesses, as well as their customers.

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Consider Digital Transformation in Your Contact Center

Waterfield Technologies

As a business is envisioning the move of their contact center to the cloud, it makes sense to look beyond the cloud migration itself and consider how supplementary digital applications […]. The post Consider Digital Transformation in Your Contact Center appeared first on Waterfield Technologies.

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Perpetual versus Subscription Licenses

TASKE Technology

TASKE has released a Subscription License option in addition to the traditional Perpetual License. What is a perpetual license? Traditionally, TASKE software is purchased using a perpetual license. This software license is paid for upfront and licensed based on the number of agents you needed to monitor and TASKE features you want to use. The software is installed on a physical machine or a virtual machine in your private cloud.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Putting the CSAT to Work for Your Center

ChaseData

Your center is in the business of customer service. You know that to keep things running smoothly, you need to regularly evaluate how well you are serving those customers. What you might not know is how to choose the best way to assess your customer satisfaction levels. With so many options for surveys and feedback opportunities for your consumers, it can be difficult to decide which one is the best fit for your center.

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Customer Engagement Award Judges Announced

Customercount

CustomerCount® and The Resort Trades have announced the selection of a distinguished panel of judges for the Annual CustomerCount Customer Engagement Professional Resort Trades Award (CEP). The panel includes highly respected and knowledgeable timeshare/resort hospitality professionals from various disciplines who … Continue reading → The post Customer Engagement Award Judges Announced appeared first on CustomerCount.

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Totango IBIZA Product Updates | September 23rd, 2019

Totango

Totango Product Updates | September 23, 2019. First, I would like to start by thanking all of you who joined us for a great Customer Success Team Summit in New York City last week! We had a great few days, discussing customer success best practices, sharing experiences and knowledge. IBIZA focuses on improving the Portfolio Manager’s workflow – removing friction, reducing noise and delivering a more intuitive experience. .