Thu.Jan 19, 2023

article thumbnail

Forecasting the Contact Center Workload

Brad Cleveland

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

article thumbnail

How Do I Know When a Customer Has Decided to Buy?

Beyond Philosophy

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
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Updating the Employee Playbook

Contact Center Pipeline

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).

article thumbnail

9 Unwritten Rules For Working Remotely From A Coffee Shop

JustCall

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
article thumbnail

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.

article thumbnail

The Ultimate Guide: How to Build a Customer Experience Department

Lumoa

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.

More Trending

article thumbnail

Documenting Your Contact Centre Project to Maximise Success

Genroe

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
article thumbnail

Workflow Integration in the Call Center: What is It And Why is It Important?

LiveVox

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

article thumbnail

Temple Health improves clinical workflows with tailored Dragon Medical One training

Nuance

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

article thumbnail

MiaRec Now Offers AI-Driven Auto Redaction

MiaRec

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

article thumbnail

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.

article thumbnail

Improve Your Team’s Customer Service with VoIP

VirtualPBX

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
article thumbnail

How Outsourcing Helps Companies Scale

Helpware

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.

article thumbnail

Evolution of Bots in 2022 And Future Trends

kommunicate

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.

article thumbnail

Why Call Center Retention Matters

Fonolo

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.

article thumbnail

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.

article thumbnail

How Much Does IVR Cost?

Avoxi

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.

article thumbnail

Temple Health improves clinical workflows with tailored Dragon Medical One training

Nuance

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

article thumbnail

How to Increase Employee Net Promoter Score (eNPS) in Your Call Center

Injixo

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.

article thumbnail

What is Bulk SMS Marketing and How to Get Started with it?

JustCall

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.

article thumbnail

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!

article thumbnail

Does Market Research Guarantee Success?

CSM Magazine

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.

article thumbnail

What Are International Phone Numbers and How Do They Work?

JustCall

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
article thumbnail

Seven Ways to Improve HR Communications to Make the Recruitment Process Smoother

CSM Magazine

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.

article thumbnail

How to Call the UK from the United States (US)

JustCall

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
article thumbnail

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.

article thumbnail

Beware Skinny Sweet Shop Owners – Are Contact Centres Missing Out on Tasty Customer Data?

CSM Magazine

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.

article thumbnail

Call Center Optimization: Best Practices & Strategies

JustCall

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.

article thumbnail

How Much Will It Cost to Hire Dedicated Development Team?

CSM Magazine

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.

article thumbnail

How attitude anchors can help you stay friendly

Inside Customer Service

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.

article thumbnail

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.

article thumbnail

4 Point of Sale (POS) Trends to Look for in 2023

CSM Magazine

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
article thumbnail

The New BPO Choice: African Countries for Offshore Outsourcing

Outsource Consultants

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.

article thumbnail

Amazon’s Alexa? Google’s Nest? What’s The Value in This Technology?

CSM Magazine

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.