Mon.Aug 15, 2022

The AI-powered contact center, part 2: Achieve superior self-service voice support


This was originally published by on August 16, 2022. Many people still prefer to pick up the phone when they want to access customer service. Many others find that the phone is a vital last resort when they fail to get answers in digital channels.

4 Voice of the Customer (VoC) methodologies to gain valuable insights


VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences


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Episode #28 – Why Activating Activism in Employees is a Good Thing

Russel Lolacher

In this episode of Relationships at Work, Russel chats with activist and Campaigns Manager Jessie MacNeil-Brown on encouraging activism in employees improves the world and workplace.

AI in Radiology, part 2: How can AI unlock next-generation radiology reporting?


Diagnostic imaging is central to most healthcare journeys; it’s a field that’s a privilege to work in, but sometimes the workload can be overwhelming.

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.

Simulation Training Takes Hold in Customer Service Centers

CSM Magazine

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently.

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How to Become a Successful Contact Center Leader


Even the highly experienced call center agents, in pair with an extensively selected solution and other factors, can’t perform at the utmost level without successful call center managers. The leadership role is the central role in the firm as the manager is the brain and heart of a contact center team.

Outbound Dialing is Dead.Here's What to Do Instead


When was the last time you answered a call from a number you didn’t recognize? Think hard. Maybe 2015? What about numbers you do know? I’ve almost come to expect a text in advance asking if I can talk! Voice is many people’s last resort nowadays – especially if it’s UNKNOWN.

Unlocking Data Analytics and Insights


Data without context are only numbers. Discover a new way of looking at data analytics and insights. The amount of customer data collected by your company is increasing every year. It comes from many places— surveys , support tickets, social media, and countless others.

Area Code 305 and 786: Miami, Florida Local Phone Numbers


Want to reach out to your friends and customers in Miami? 305and 786 area codes cater to the shores of southeastern Florida and is served by the 305 and 786 area codes. JustCall VoIP services can give your company access to the Miami zip code.

voip 52

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.

Customer experience vs. customer relationship: What’s the difference? 


Keeping customers happy is one of the most important things you can do. So, when it comes to the customer experience vs. customer relationship debate, the answer is both! The key to delivering a great customer experience (CX) is establishing solid relationships with your clientele. .

Webinar Recap: Getting Internal Buy-In and Vendor Approval


In a recent webinar with Head of Community, Katie Ray and inSided VP of Marketing, Remco de Vries, we discussed strategies for getting internal buy-in and key things to think about in your vendor research process. Community

The Fundamentals of Key Account Management


There are many activities required for successful key account management. Keeping them straight and completing them all can seem a bit overwhelming at times. But getting started or improving your abilities as a key account manager (KAM) is easier when you know the fundamentals.

Even Government Agencies Need to Focus on CX


One thing we don’t hear about very often is the impact of the pandemic on government agency functions – particularly as it pertains to customer service. And make no mistake – our government agencies do operate as a business (at least in theory).

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.

The Path Towards Experience as a Service

Natalie Petouhof

This is the third episode in our podcast series highlighting key takeaways from Empathy in Action , the bestselling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff.

On-Demand Webinar: Extracting More Value with AI For Debt Collection


Artificial Intelligence (AI) is changing the way debt collectors operate.

The Technology that Drives Empathy at Scale

Natalie Petouhof

Empathy is more than a feeling. It’s a seismic shift in perspective that allows us to understand the experiences of others. For customers and employees, empathy enables satisfying experiences. For businesses, it delivers measurable results.

Everything You Need to Know About Casino Customer Support

CSM Magazine

Customer support is a vital part of any online business, especially casinos! Here’s all you need to know about casino customer support. Customer support agents are the unsung heroes of the online world.

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.

Why Listening is a Key to Empathy in Customer Experiences

Natalie Petouhof

Original Article by Ginger Conlon. Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this.

How to Manage Your Brand New Business

CSM Magazine

Planning, starting, running, and growing a business are all part of business management. Specific tasks will vary depending on the type of business.

Empathy Is Key To a Great Customer / Employee Experience

Natalie Petouhof

Original Article by By Stephen Leaden. The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today’s climate.

How to Drive Traffic to Your Tattoo Shop Website

CSM Magazine

If you have a tattoo shop, you might be wondering what steps you can take to drive traffic to your website. Fortunately, there are a number of ways you can get website visitors and increase exposure for your business. Here are some tips on how to drive traffic to your tattoo shop website.

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.

Empathy in Action: A Primer on Effecting Change

Natalie Petouhof

Original Article by Jim Tincher. Change management is a critical skill when leading company growth and responding to digital disruption. As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift, too.

Case study: How Cognite transformed its community into a key channel for its high-touch strategy


We spoke to Alex Farmer, VP of Customer Success, and Anita Hæhre, Customer Community Director at Cognite, about using the community as a key channel in a high-touch strategy. Case Study


“Empathy in Action”? offers a modern playbook for delivering customer experience (CX)

Natalie Petouhof

Original Article by Mila D’Antonio. My path to a CX career started in 2001 at Peppers & Rogers Group. I joined the company seven years after founders Don Peppers and Martha Rogers PhD envisioned, evangelized, and popularized the concept of one-to-one relationships.

3 No-Fail Remote Workforce Training Techniques Top Contact Centers Use


Contact centers succeed or fail on agent performance. Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Understanding How CX Drives Good and Bad Profits

Natalie Petouhof

Original Article by Zeus Kerravala. Customer experience (CX) has become the overwhelming top initiative for business leaders. CX is now the top brand differentiator; those that deliver an excellent CX thrive, while those that do not eventually fail.

Intelligent document processing with AWS AI services: Part 2

AWS Machine Learning

Amazon’s intelligent document processing (IDP) helps you speed up your business decision cycles and reduce costs. Across multiple industries, customers need to process millions of documents per year in the course of their business.

Leadership, Empathy, and Transforming the Customer Experience

Natalie Petouhof

Original Article by Valoir Incorporated. Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive leadership.