Mon.Jan 13, 2020

Are You Really Ready for Chatbots in Your Contact Center? Part 2

Talkdesk

Ensure the Bot Is a Reflection of Your Brand. Most will agree that chatbots should not be used at the expense of a delightful user experience.

Training Your Outbound Call Center Agents Toward Compliance

ChaseData

When you are operating an outbound call center, compliance with the TCPA - or Telephone Consumer Protection Act - is crucial. Not only does this compliance mean you’re doing your job correctly - it is what keeps you from losing your legal right to operate at all!

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E-commerce chatbot: serving customer recommendation

Inbenta

Chatbots are known for their benefits on customer experience and relation, here are some examples of how a chatbot can help boost your e-commerce site and create a competitive advantage. E-commerce chatbot: support the customer journey.

5 Top Customer Service Articles For the Week of January 13, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What Does it Take to Lose a Customer? by Anthony Cusumano.

B2C 204

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!

Consumer Loyalty 2030

Peter Lavers

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).

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See How Easy It Is to Get a Telephone Interpreter

Certified Languages International

For those of us who live and breathe interpreting services, it can be difficult for us to imagine that there are still a lot of people out there who don’t know a whole lot about what we do.

2020 Investments & the Customer Experience Priority

NICE inContact

As the fiscal year 2019 draws to a close, most business leaders are forced to hoist a familiar bag of bricks, the strategic plan for the year ahead. It’s a daunting exercise each year to calibrate your investments for the next 12 months. Where do you spend? Where do you cut?

Contact centers: The case for coaching and The Quality Conversation

Robert Davis

By Brad Baumunk, President and COO, Robert C. Davis and Associates. Let’s talk about the value of a coach in someone’s life. Consider the quote by Ralph Waldo Emerson: “What I need is someone who will make me do what I can.” We all need a little nudge from time to time. A coach can do that.

Why There's No Better Time Than Now to Introduce Unified Communications in Your Business

Connect Managed

Communications will always be central to business operations with the number of communications channels used by customers and employees continuing to grow.

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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!

69 countries and counting. Welcome Malta to Spearline fixed line testing

Spearline

Hello Malta! 69 countries and counting … Welcome Malta to Spearline fixed line testing! We are pleased to announce that we have a fixed line certified and available for testing in Malta. We secured the line directly with one of the major telecoms carriers in Malta - Vanilla Telecoms.

Making speech recognizers more robust in the wild

Nuance

Automatic Speech Recognition (ASR) facilitates humans interacting with machines in the most natural way: by speaking to them. Ideally, we would like to be able to talk with machines without limitation. This implies an ASR system should work well for any user and under any environment.

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Reduce Call Center Costs with Automation and AI

Xaqt

The number one cost driver in any call center is labor expense, and its also the one you can best manage and control. Here we'll discuss the two best ways to deploy Contact Center AI to reduce staffing requirements.

Making speech recognizers more robust in the wild

Nuance

Automatic Speech Recognition (ASR) facilitates humans interacting with machines in the most natural way: by speaking to them. Ideally, we would like to be able to talk with machines without limitation. This implies an ASR system should work well for any user and under any environment.

52

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!

New York Introduces Law Protecting Call Center Jobs

NobelBiz

In a move to keep call center jobs from leaving the state, New York Gov. Andrew Cuomo signed a law specifically designed to deter employers thinking of moving their business to other countries or even to other states.

Overcoming Organizational Adversity with a Servant Heart

Etech GS

Most team members appreciate a leader who is committed to helping them grow and achieve their personal and professional goals.

Playvox Acquires Interactive Learning Startup Trainbox

PlayVox

Sunnyvale, CA - Playvox announced on Monday the acquisition of Trainbox, a learning management software company. Playvox Updates

5 Most Effective Ways To Increase Retail Sales

Joe Rawlinson

Many businesses struggle to survive in the retail industry’s competitive market. With over one million retail companies in the United States, business owners have a hard time increasing retail sales. In the past, retailers only had to compete with brick-and-mortar locations in their areas.

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.