Wed.Sep 21, 2022

What’s the Best Call Center Software for Enterprise Contact Centers?


Call centers involve many moving parts to be able to provide support for customers over the phone. From its phone system to qualified agents, call center operations rely on numerous factors to function efficiently. Enterprises should consider each aspect of the call center with the utmost care.

The Great Re-Think


Summer is typically a slower time of year for many organizations. It is time to recharge and prepare for the challenges and opportunities found in subsequent quarters. For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season.

CCNG 195

Sign Up for our Newsletter

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

Conquering the New World of Contract Work

Contact Center Pipeline

The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote, and work-life got recalibrated. Workers were freed from corporate routine and regimen, and many embraced the change.

Benefits & best practices for adopting conversation intelligence


Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practices for adopting this innovative technology

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.

Distribution List vs Shared Mailbox vs Shared Inbox: What’s Your Best Pick?


Shared mailbox vs distribution list – all businesses, especially customer-facing ones, have to deal with this question sooner or later. Oh, and don’t forget to add shared inboxes to that squad. The reason is obvious [ … ].


More Trending

What to Know Before You Go to Knowledge Fest


It’s hard to believe that we’re officially one week away from Knowledge Fest. Time really flies when you’re hard at work planning an unforgettable virtual conference experience. company news


Three Powerful and Easy Ways to Gain Employee Trust

Shep Hyken

Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. And while that is obviously important, creating trust with employees may be even more so.

Enable intelligent decision-making with Amazon SageMaker Canvas and Amazon QuickSight

AWS Machine Learning

Every company, regardless of its size, wants to deliver the best products and services to its customers. To achieve this, companies want to understand industry trends and customer behavior, and optimize internal processes and data analyses on a routine basis.

Content Pie #7: What Is Customer Experience?


What is customer experience and what are its foundations? We will look at the key factors that will help you to achieve an excellent customer experience. A new episode is out and as usual, you’ll find here recommended articles and ebook tips that lead to achieving long-term customer satisfaction.

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.

How America’s Award-Winning Healthcare agency Implemented Kommunicate’s Chatbot to Automate 86% of customer conversations 


Last Updated on September 21, 2022 One of America’s biggest healthcare agencies automated more than 80% of their incoming conversations, and here’s how team Kommunicate helped them do it. FCB Health NewYork is part of the FCB Network of companies, giving marketing solutions to healthcare companies.

10 Reasons Why You Should Use Video Ads to 10 X Your Customer Service

CSM Magazine

You know how important customer service is for your business. It’s the make or break for many companies. Being customer-centric means never letting any question from your customer go unanswered or any email not responded to.

Balto Elevates the Agent Experience in the Contact Center with New Suite of Features


Reaffirms commitment to agent empowerment for retention and growth in the contact center.

Leveraging Your Call Center Software to Work for You


Running a thriving contact center requires effort, diligence, and research. Using the best contact center software, you can save time and offer excellent phone support for your customers. If your business is not using your contact center software effectively, you could fall behind your competitors.

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.

How to Calculate Your Chatbot ROI

CSM Magazine

According to the 2022 Digital-First Customer Experience Report, 52% of surveyed consumers said they prefer online chat assistance, but only 31% of businesses offer chat support.

5 reasons companies still invest in Community in an economic downturn


We’ve all been following the impact of the economic downturn we’re experiencing on SaaS companies, our own businesses, and others we use and love. So far, we’ve seen calls for more efficiency, down rounds, devaluation(s), freezes on hiring across the board, and unfortunately, even layoffs.

7 Demand Planning Tools and Techniques to Maximise Contact Centre Performance

CSM Magazine

As organisations continue to grapple with post-COVID uncertainty, Graeme Meikle explains why it pays to ‘be prepared’ and offers his top tips for mastering the art of capacity planning. ‘Be

Amazon SageMaker Autopilot is up to eight times faster with new ensemble training mode powered by AutoGluon

AWS Machine Learning

Amazon SageMaker Autopilot has added a new training mode that supports model ensembling powered by AutoGluon. Ensemble training mode in Autopilot trains several base models and combines their predictions using model stacking.

APIs 71

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.

Managing potential problems in large-scale Contact Center projects

Taylor Reach Group

Not long ago, Taylor Reach was retained to design and creation of a single contact center for a large municipality that effectively combined three departments into one. Municipal governments operate complex, multi-tiered contact center operations supporting resident inquiries to many departments.

How Provider Centricity Can Lead to Better Health Outcomes


Learn how, by putting providers in the center, payers can satisfy the expectations of all parties while improving patient health outcomes. The post How Provider Centricity Can Lead to Better Health Outcomes appeared first on Concentrix.


Amazon Comprehend Targeted Sentiment adds synchronous support

AWS Machine Learning

Earlier this year, Amazon Comprehend , a natural language processing (NLP) service that uses machine learning (ML) to discover insights from text, launched the Targeted Sentiment feature.

APIs 60

Collecting Feedback From Customers: A Step-By-Step Guide


Ugh, surveys… Right? You talk to customers; your support team talks to customers. You feel like you have a pretty good idea of what’s working, what’s not, and what needs to improve. But are you sure ? We know collecting and analyzing surveys can be a pain.

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.

Run machine learning enablement events at scale using AWS DeepRacer multi-user account mode

AWS Machine Learning

This post was co-written by Marius Cealera, Senior Partner Solutions Architect at AWS, Zdenko Estok, Cloud Architect at Accenture and Sakar Selimcan, Cloud Architect at Accenture.

Better Call Center Software Means Better Healthcare Service


When it comes to personal health, people don’t want to mess around. They don’t have. The post Better Call Center Software Means Better Healthcare Service appeared first on TCN. Healthcare

What Is Outbound Call Center Software And How Can I Improve My Outbound Call Center?


What Is Outbound Call Center Software And How Can I Improve My Outbound Call Center? Outbound calling has been an effective strategy for businesses to expand their customer base.

Grow Your Business With These 6 Lead Generation Strategies

Quality Contact Solutions

With so many lead generation strategies out there, it can be difficult to determine which is best for your organization. But we know all too well how important it is to have a steady stream of qualified sales leads to keep your team busy and, ultimately, to meet your business goals.

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.

Nuance Dragon Ambient eXperience ranked #1 for improving clinician experience


Which innovative technologies are about to change healthcare for the better?

Sales Leadership Skills That Will Help Your Team Soar to New Heights

Integrity Solutions

Growing a sales team isn’t hard. Growing a sales team that’s confident, comfortable and successful in their role… now that’s a challenge. The effectiveness of any sales team starts with the sales leaders.

Sales 15

Starting a Successful Business Requires a Great Looking Website

CSM Magazine

Since 2020, more people than ever realized that they didn’t value their jobs and had lower job satisfaction, so they left en masse. Yet, despite the number of people leaving their jobs, the unemployment rate is around 3.3%.