Wed.Nov 30, 2022

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Contact Center Terminology – Abbreviations & Key Terms Explained!


Do you know your DTMF IVRs from your ACDs? Or your conformance rates from your utilization rates? There’s a lot of terminology to get your head around in call centers and customer experience. Working with contact centers around the world, we know that better than anyone!).

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Best Practices For A Powerful Professional Network: Part 9


We close out this series on how to use your professional network to get maximum value from your connections, peer-to-peer interaction, and the collective insight and experience of colleagues.


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Don’t Forget What Got You to the Dance?

Shep Hyken

A restaurant took its most popular item off the menu. It had been on there a long time, and the owner decided it was time to make a change, even though it was his guests’ favorite dish. . A company changed its invoicing terms.

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Amplify Customer Experience in Retail with Conversational AI


The Ecommerce industry has seen an impressive development in recent years. Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated.

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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Accelerate Your Digital Transformation Journey With These 4 Steps Gartner® Says Can’t Be Missed


Learn the 4 critical components IT leaders must address to accelerate their organization’s digital business initiatives. The post Accelerate Your Digital Transformation Journey With These 4 Steps Gartner® Says Can’t Be Missed appeared first on LiveVox. Digital Transformation


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Capacity Planning Needs An Overhaul: 5 Tips For A Turnaround


Long-term capacity planning needs a serious overhaul, and the best strategy for a turnaround is a radical one. If your full-time employee count (FTE) is consistently under or over your annual capacity plan, you need Radically Operationalized Capacity Planning.

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Improve Agent & Customer Experiences with AI-Powered Contact Routing

Upstream Works

The pandemic has impacted every aspect of our lives, and the contact center is no exception. There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service.

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Stability AI builds foundation models on Amazon SageMaker

AWS Machine Learning

We’re thrilled to announce that Stability AI has selected AWS as its preferred cloud provider to power its state-of-the-art AI models for image, language, audio, video, and 3D content generation.

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How Kommunicate Handled 40% of All Incoming Conversations at uParcel 


Last Updated on November 30, 2022 The worldwide market capitalisation for courier and delivery services was valued at USD 394 Billion in 2021. Experts predict a Compound Annual Growth Rate (CAGR) of 4.61% in this industry from 2022 to 2027.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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Call Barging: Benefits


Every contact center requires tools to control, monitor, and fix agents' activity during accomplishing work processes. As most contact center operations are about calls or other communication types, it is vital to bear an option to come up with assistance and support if agents can not solve customer issues on their own or the situation is going out of control.

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Meet Zoom Virtual Agent, the next Evolution of Solvvy


Since Zoom acquired Solvvy earlier this year, many people have asked me why Zoom, a company that is the gold standard for team collaboration and meetings, would look to bring Solvvy’s advanced conversational AI technology and team into its portfolio.

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What is Contact Center AI?

Advantage Communications

Contact center artificial intelligence (AI) is a type of software that enables customer service reps to automate tasks, including customer support.

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Analyzing Your Dialer Configuration with These 9 KPI Metrics 


A properly configured dialer is a vital component to help support both call agents and customers. When a dialer works correctly, it helps to make calls easier for agents and provides a smoother experience for customers.

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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Future of Payments Survey Finds Increasing Consumer Trust Towards Digital Payment Methods

CSM Magazine

PCI Pal partners with Worldpay from FIS and Savanta to explore behaviours, attitudes, and experiences of consumers towards today’s most popular payments methods.

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What is an Outbound Calling Strategy?


VoIP technology has made outbound calling more affordable than ever. It’s no longer a type of contact used only for high-value sales calls. But, this doesn’t mean you no longer need to think about how you make outbound calls.

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Introducing AWS AI Service Cards: A new resource to enhance transparency and advance responsible AI

AWS Machine Learning

Artificial intelligence (AI) and machine learning (ML) are some of the most transformative technologies we will encounter in our generation—to tackle business and societal problems, improve customer experiences, and spur innovation.

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What Is UX and UI Design


Do you know what is UX and UI Design? If you work with marketing, design, or developing websites and apps, you probably have already heard of those terms. Short for user experience and user interface, respectively, there is a reason they are so popular. .

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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AI21 Jurassic-1 foundation model is now available on Amazon SageMaker

AWS Machine Learning

Today we are excited to announce that AI21 Jurassic-1 (J1) foundation models are available for customers using Amazon SageMaker.

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Questions to ask before choosing outsource live chat support service

Blueship Call Center

Whether you are a first-time entrepreneur juggling many tasks at once or a seasoned executive managing a larger organization, you will need to increase your customer service efforts and hire more team members as your business expands. You might wonder if you should work with an outsourced firm or employ an in-house staff for customer assistance or lead generation on your website using outsource live chat support. This is a crucial factor for any firm.

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Launch Amazon SageMaker Autopilot experiments directly from within Amazon SageMaker Pipelines to easily automate MLOps workflows

AWS Machine Learning

Amazon SageMaker Autopilot , a low-code machine learning (ML) service that automatically builds, trains, and tunes the best ML models based on tabular data, is now integrated with Amazon SageMaker Pipelines , the first purpose-built continuous integration and continuous delivery (CI/CD) service for ML.

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How to make an effective life insurance sales script

Dialer 360

A successful life insurance sales script can close more leads. It serves as a fallback in case you forget what information to give a prospective client. And when you’re attempting a difficult sale, it serves as your security system.

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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Top 5 Posts in November

Contact Center Pipeline

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost importance for our remote workers–writing well.

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Top BigCommerce Apps To Boost Your Ecommerce Sales


BigCommerce plays a significant role in the eCommerce industry as online retailers seek this platform due to its flexible and user-friendly interface. One of the major factors they prefer BigCommerce is that it allows a wide range of third-party BigCommerce apps integration.

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Nov 30 – Customer Success Jobs


Role: Customer Success Director Location: Edmonton, AB, Canada (Hybrid) Organization: Drivewyze As a Customer Success Director, you will lead, coach, and mentor a high-performing team accountable to manage the deployment of software for the customer fleet organizations.

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New White Paper - AI for the Contact Center, with NICE

Jon Arnold

With the sub-title being “It’s so much more than chatbots”, you should get the gist pretty quickly. AI has become a must-have for contact centers, and while chatbots are often the entry point for getting on this path, the use cases are much richer.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.