Brad Cleveland

JANUARY 19, 2023

Everything to do with getting resources right in a contact center begins with forecasting, predicting what the workload will be.

Contact Center 35

Contact Center Multi-channel support Call Center Management 35

Beyond Philosophy

JANUARY 19, 2023

I love technology, but I can still be old-fashioned when working with clients. Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid.

Finance 195

Finance Consulting Consulting Sales 195

Contact Center Pipeline

JANUARY 19, 2023

I’m seeing contact center trends change, and how could they not? Coming out of the COVID-19 health emergency, consumer life is largely returning to more familiar patterns and expectations when it comes to customer experience (CX), while some behaviors are changing (more on that below).

Contact Center 130

Contact Center Customer Experience 130

JustCall

JANUARY 19, 2023

We all know that working from home can be pretty great. You can roll out of bed and start working in your PJs, take breaks whenever you want, and never have to commute. But sometimes, working from home can get lonely. If you’re looking for a change of scenery, why not try working from a coffee shop?

Banking 87

Banking Personalization 87

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.

Technology

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 83

Customer Experience Feedback Brand ambassadors Journey mapping 83

Genroe

JANUARY 19, 2023

Get the most out of your call centre project with these essential steps to documentation success. Start today! The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

B2B 83

B2B Marketing Feedback 83

LiveVox

JANUARY 19, 2023

Workflow integrations help make call center agents’ jobs more manageable by creating seamless communication between different applications they use. The post Workflow Integration in the Call Center: What is It And Why is It Important? appeared first on LiveVox. New Release

Call Center 82

Call Center Management 82

Nuance

JANUARY 19, 2023

With documentation workloads increasingly becoming a significant contributor to clinician burnout, many health systems are adopting innovative solutions to help optimize clinical workflows.

Management 71

Management Healthcare 71

MiaRec

JANUARY 19, 2023

In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before.

Accountability 71

Accountability Contact Center Personalization Analytics 71

Advertisement

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Customer Experience

VirtualPBX

JANUARY 19, 2023

Your VoIP customer service team is on the front line of your business, which means you should do everything they can to make their work easier. When you give them access to the right tools, they’re able to retain and upsell customers, provide great customer experience, and deliver timely responses.

voip 70

voip outsourcing Upselling Wait times 70

Helpware

JANUARY 19, 2023

Companies on a high-growth trajectory often rely on outsourcing as they scale. According to a survey by Deloitte , 70% of companies outsource to save money. Other common reasons for outsourcing include flexibility, speed to market, and access to tools and processes.

outsourcing 70

outsourcing Surveys Marketing 70

kommunicate

JANUARY 19, 2023

Last Updated on January 20, 2023 The year is 2012. Customer queries are coming into the call center of one of Italy’s biggest car insurance providers. There is a bevy of call center agents, all speaking rapidly on their phones, all looking haggard.

Call Center 69

Call Center Management Chatbots 69

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering.

Call Center 85

Call Center Brand ambassadors Chatbots Contact Center 85

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.

Avoxi

JANUARY 19, 2023

How Much Does IVR Cost? Long wait times, overwhelmed customer service representatives, and frustrated customers who can't find the information they need…these are the types of issues no international organization can afford to have.

Interactive Voice Response 79

Interactive Voice Response Wait times Call Center Customer Service 79

Nuance

JANUARY 19, 2023

With documentation workloads increasingly becoming a significant contributor to clinician burnout, many health systems are adopting innovative solutions to help optimize clinical workflows.

Management 52

Management Healthcare 52

Injixo

JANUARY 19, 2023

Net Promoter Score (NPS) is a measure of customer satisfaction. It first appeared in the 2003 Harvard Business Review article, The One Number You Need to Grow. Employee Net Promoter Score (eNPS) was derived from NPS.

Call Center 52

Call Center Best practices Consulting Consulting 52

JustCall

JANUARY 19, 2023

You open almost every text you get… and so do your customers and target audience. This is why engaging your leads and customers through SMS can be a game-changer for your marketing and sales strategies. It has a higher open rate and drives more engagement.

Marketing 52

Marketing Real estate Transportation Banking 52

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!

Customer Experience

CSM Magazine

JANUARY 19, 2023

A lack of informed decisions can cause entrepreneurs to make silly mistakes or huge blunders that can destroy their business operations, reputation, or finances. However, many company owners ignore market research to save money and make quicker choices.

Marketing 52

Marketing Finance Benchmark Sales 52

JustCall

JANUARY 19, 2023

Years ago, we could only think of local markets. However, we now have the strength of the Internet and cutting-edge technology right at our disposal. Locating clients from foreign nations or continents is as simple as finding local consumers.

voip 52

voip Enterprise Technology Marketing 52

CSM Magazine

JANUARY 19, 2023

Recruitment is becoming increasingly competitive and difficult as skilled candidates are more and more scarce. This means that employers need to leverage their digital channels effectively in order to get the attention of potential hires.

Coaching 52

Coaching Employee engagement Surveys Feedback 52

JustCall

JANUARY 19, 2023

Several US-based businesses work in close collaboration with their UK-based counterparts. If you want to enter the European market from the US, you indeed have to make frequent calls to your professional contacts and customers.

voip 52

voip CRM Self service Contact Center 52

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.

CSM Magazine

JANUARY 19, 2023

Contact centres are giant candy stores full of rich, tempting data but how do you choose and where do you begin? Jim Davies shares five delicious tips for mastering effective data collation and optimisation. I remember the good old days when sweet shops existed on every street.

Coaching 52

Coaching Chatbots Analytics Customer centricity 52

JustCall

JANUARY 19, 2023

Call centers are established to meet the demands of customers. A good call center optimization can match the customer’s expectations with the best level of customer service.

Best practices 52

Best practices Call Center Abandon rate call center workforce 52

CSM Magazine

JANUARY 19, 2023

Outsourcing has become a very popular solution for many companies all over the world that are looking for the best answer to the question of how to hire software developers.

outsourcing 52

outsourcing Engineering Management 52

Inside Customer Service

JANUARY 19, 2023

Being friendly is a basic expectation in customer service. That's easy on some days. You're in a good mood. You enjoy helping people and things are going well. The products or services you support work well and customers are generally happy. Friendliness is more difficult on other days.

Customer Service 73

Customer Service Personalization 73

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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.

Customer Service

CSM Magazine

JANUARY 19, 2023

With the higher adoption of the internet and technology, online shopping has become a new standard for shoppers of any age. Surprisingly, 2.14 billion around the world prefer purchasing their favorite products online. At the same time, global e-commerce sales are expected to reach $6.4

Sales 52

Sales Personalization Analytics Marketing 52

Outsource Consultants

JANUARY 19, 2023

If your company isn’t currently feeling the sting of rising outsourcing costs, consider yourself incredibly lucky. The United States is at the epicenter of the issue, where the price of recruiting and hiring agents has risen to new heights due to labor shortages.

Consulting 67

Consulting Consulting outsourcing Government 67

CSM Magazine

JANUARY 19, 2023

Recent news articles are telling us that the world of voice assistants is struggling, with the latest industry murmurings involving Amazon’s Alexa and it being described as a “colossal failure” rumoured to be losing $10 billion per-year.

Entertainment 52

Entertainment Technology Big data Self service 52