Thu.Nov 14, 2019

Chatbots vs. Web Chat: 5 Key Differentiators You Need to Know

Connect Managed

Live web chat is a popular way to deliver customer support, in fact, you can argue that some demographics prefer website chat to other channels such as voice or email. Web chat has its challenges though, particularly in terms of scalability.

The Ultimate Guide to Customer Empathy: Tips and Techniques

CrazyCall

Customer empathy plays a critical role. Simply because humans want human contact, that’s easy. We want someone empathetic who can help us. High Customer Empathy leads to stronger financial performance, increased customer satisfaction, and customer loyalty. In the past, empathy was considered an inborn trait that couldn’t be taught. Empathy is surely innate quality, but it is also learned in life through experiences. Table of contents: What is Empathy? What is Customer Empathy?

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Tips for Maintaining Remote Agent Productivity

ChaseData

The popularity of working from home has soared over the last two decades. This is no surprise; as technology has improved, working remotely has not only become more possible, it has become the best potion for many professionals.

5 Questions to Ask Before Putting AI into Practice and a Checklist for Success

CSM Magazine

Despite the power of artificial intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman at EBI.AI outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Inside View: Elaine Avery, Atlantic Union Bank

Contact Center Pipeline

Contact center leaders often find themselves faced with the challenge of having to quickly staff up to accommodate business growth and expansion.

More Trending

Future of Work Survey Report

Sykes

SURVEY: Americans’ Perceptions of the Future of Work. What Americans really think about working with robots and how they’re preparing for automation at work. Over the past five years, both U.S.

Customer Education Best Practices for the Onboarding Phase

Totango

Onboarding is an exciting, critical phase of introductions and potential. It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process.

Easy to Find: The Data-Driven Approach to Development

Guru

When we think about our daily interactions with technology, “searching” becomes synonymous with “surfing.” Searching has become ubiquitous with the internet—nearly any “connected” action we can perform begins with some kind of a search.

At the End of the Day… We must empower people

Nuance

As we continue to transform into one Global Marketing organization at Nuance, it has become obvious to me that the key to our success is to empower each person in the organization. And so, I began to reflect on what creates empowerment. I know empowerment takes time and focus.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Find the Best Call Center Phone and Headset for Your Business

VirtualPBX

With thousands of options available, you may have a hard time finding the best call center phone and headset for your business. We’ll keep this post simple.

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Build Your Own Voicemail With Node-RED and the Nexmo Voice API

Nexmo

I have been avoiding voicemail for most of my life. Most of the time for one simple reason—I could never quite get 100% of the message.

APIs 98

Eco-Friendly Sustainability: Give your Customer Service the Competitive Advantage

Fonolo

Where does your brand sit on the green-o-meter? It’s worth asking yourself this, as more and more millennial customers are starting to pay attention to the environment, and holding businesses accountable for their services, company vision, and strategy to cut waste, pollution, and plastics.

Bring on the Holiday Rush: Prep Tips for Your Contact Center

NICE inContact

For even more in-depth tips and trends, check out this ICMI article. In just two weeks, the holiday shopping season will be in full swing. No other season impacts so many contact centers across so many markets quite like it.

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The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Best Practices: Password Security 2019

Etech

Did you know that 81% of data breaches occur due to poor passwords? This is a staggering statistic and yet one of the simplest things for you to address. . What can you do to ensure your passwords are strong enough to drive hackers absolutely bonkers?

3 Reasons Why Conversational AI is Crucial to Your Digital Transformation Strategy

Interactions

Digital Transformation has become the “it” topic for senior leaders across all industries. In fact, according to IDC , direct Digital Transformation investment spending will approach $7.4 trillion between 2020 and 2023.

Team Leaders: How to Personalize your Agent Training

PlayVox

According to Peppers and Rogers Group , only “65% of companies provide effective tools and training to their agents.” Harris Interactive reports that “.customer customer service agents fail to answer customer questions 50% of the time.”. HR Management for CX CX Culture

How authentication can help provide better customer service

TRUSTID

Customer service should be just that, serving customers. Helping customers resolve issues is what call center agents are trained to do. Create a welcoming rapport with customers, address why they are calling, and provide answers that fix problems without taking too much of their time.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

5 Customer Success Conferences You Should Attend in 2020

ClientSuccess

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections.

Why are brands using print in the digital age?

Infinity

Usually I start my Fridays by gulping down my family-sized bucket of coffee before I begin my catch-up calls with clients. One of my calls was with my client, ITC, and we discussed fixed numbers. Nothing spectacularly abnormal about that, but the reason behind it surprised me.

5 Customer Success Conferences You Should Attend in 2020

ClientSuccess

Many customer success conferences take place annually around the world. These conferences offer wonderful opportunities for connecting with individuals in the industry and deepening your professional connections.

Best CRM for Small Business

CSM Magazine

Even if you have a small business, it may still be quite challenging to manage it. The key to your success is full customer satisfaction, which can be achieved not only by providing high-quality services or goods but also through effective communication and quick resolution of issues and problems.

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How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

Three Reasons to Watch the Webinar, “Happy Agents Make for Happy Customers”

Serenova

Modern contact center agents make up a workforce that is unlike any before, so it’s not surprising that old engagement tactics don’t work anymore. The hard truth is disengaged agents either quit and leave or quit and stay.

Q&A with “Excellence in Self-service Winner” – Frost and Sullivan

SmartAction

Purchasing Power ® , a large eCommerce company that enables employers to offer employee purchase programs, recently won the “Excellence in Self-service” award from Frost & Sullivan.

Best Practices: Password Security 2019

Etech

Did you know that 81% of data breaches occur due to poor passwords? This is a staggering statistic and yet one of the simplest things for you to address. . What can you do to ensure your passwords are strong enough to drive hackers absolutely bonkers?

The Top Benefits of On-Premise CTI

InGenius

A look at when on-premise CTI solutions are the best option. On-premise computer telephony integration (CTI) solutions may seem more complex compared to hosted cloud-based solutions, but they're often a smart choice for enterprise businesses.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Prepare for Retail Selling Season with On-demand Contact Center Services

Working Solutions

Whether your business is focused on online or brick-and-mortar sales, preparing for the year’s various retail selling seasons is no doubt an important part of your strategy. And, like many businesses, you may sometimes find yourself struggling with preparing your customer communications for all of those seasons. Exacerbating this challenge is the fact that retail […]. Call Center Outsourcing Retail Seasonality

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Data Update: Significant Improvements and Expanded Coverage in EMEA and APAC

Whitepages Pro

2019 has been a momentous year for Ekata. Earlier this year, we opened an office in Amsterdam, and as 2019 ends, we’ll be ramping up to open a new office in Singapore! We are so excited about our push into EMEA and APAC, but it’s not just limited to our physical efforts. On the digital side, month after month, our team has made significant progress in both coverage and accuracy for EMEA and APAC. . What’s included in this data release?

Prepare for Retail Selling Seasons with On-Demand Contact Center Services

Working Solutions

Whether your business is focused on online or brick-and-mortar sales, preparing for the year’s various retail selling seasons is no doubt an important part of your strategy. And, like many businesses, you may sometimes find yourself struggling with preparing your customer communications for all of those seasons. Exacerbating this challenge is the fact that retail […]. Call Center Outsourcing Retail Seasonality

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