Wed.Jun 29, 2022

How Call Scoring Can Improve Your Customer Engagement

Calltools

All outbound calling campaigns face challenges. The public is wary of unknown calls and often chooses not to answer them. Consumers tend to suspect that telemarketing calls are fraudulent and a way to steal personal data.

The One Where There is No One Ideal Customer

CCNG

On a recent episode of CX Passport, Elaine Lee, Managing Director of ReynoldsBusbyLee and I discussed how it takes a real understanding of a real customer to know how to deliver the right customer experience.

CCNG 311
Insiders

Sign Up for our Newsletter

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

Work from Home… Are You Sure of the Future?

Contact Center Pipeline

In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years. My initial thought was that this was due to Work from Home (WFH).

CallMiner product innovation series: Q1 2022

Callminer

Read this blog from VP of Product Management, Bruce McMahon, to learn more about the most recent CallMiner updates across the platform, solutions and teams

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

The Difference Between Good and Great

Shep Hyken

If you had to have surgery, would you rather go to the most skilled surgeon or the nicest surgeon? . I was at a party the other night and someone I met shared his opinion of the difference between a good doctor and a great doctor. A good doctor makes you well.

More Trending

Lead Management Software: Buy It or Build It?

LiveVox

If you buy lead management software, make sure that the company you're working with has a good reputation and a history of keeping data safe. The post Lead Management Software: Buy It or Build It? appeared first on Livevox. Digital Transformation Ease of Use

Future of Work Expo - Quick Take and Photos

Jon Arnold

Am back now from last week’s Future of Work Expo in Fort Lauderdale, and from all accounts, it was our best one to date.

We analyzed 4.1 million calls to customer contact centers – here’s what we learned

Tethr

What call center stats really matter now – and how to interpret them. You can track all kinds of customer contact center statistics and metrics, but what do those numbers tell you? You need context.

How Successful CSMs Build Strong Rapports With Customers  

ClientSuccess

As a CSM, you know first-hand that working with customers involves more than answering their questions, guiding them through onboarding and product implementations, and ensuring their ongoing satisfaction with your organization.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Hyperparameter optimization for fine-tuning pre-trained transformer models from Hugging Face

AWS Machine Learning

Large attention-based transformer models have obtained massive gains on natural language processing (NLP). However, training these gigantic networks from scratch requires a tremendous amount of data and compute.

Agent Assist vs. Real-Time Guidance: What’s the Difference?

Balto

Every year, it seems like customer expectations increase and tolerance levels decrease. According to a study by PWC, eight in ten customers say contact center agents have the biggest impact on customer experience.

Use a custom image to bring your own development environment to RStudio on Amazon SageMaker

AWS Machine Learning

RStudio on Amazon SageMaker is the industry’s first fully managed RStudio Workbench in cloud.

June 2022 Newsletter

Pipkins

It's Vacation Time. Summer is here and there are employees needing vacations and PTO. For many of your companies, the employees have been sequestered in their homes due to Covid fears for the past two years.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Is PBX Dead? (And How to Migrate to Cloud Telephony?)

JustCall

Not everything that’s old is dead. And that is just as true about the PBX phone system. While the general consensus to “is PBX dead” is a yes – and it is true to an extent – there’s much more to that story.

voip 52

Free Webinar: Confidence-Enabling Experiences

CSM Magazine

With buyer satisfaction levels plummeting to a 17-year low, and less than 35% of consumers completely satisfied with their brand relationship, there is huge stakes resting on your ability to provide satisfying experiences.

Laying the foundation for Community-Led Growth

inSided

If you’re working for a B2B SaaS company and have logged into your Linkedin account lately, you’ve probably heard the phrase Community-Led Growth (CLG). (If If you haven't, now's your chance to sign up for our Community Summer Camp.). User communities

B2B 52

Teleperformance UK Selects PCI Pal to Secure Expanding Payment Methods for Global Enterprise Customers

CSM Magazine

PCI Pal , the global SaaS provider of secure payment solutions, has today announced a partnership with Teleperformance Limited a leader in omnichannel customer care solutions and integrated digital business services.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Video 1

Global Speech Networks

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.

52

What is a Document Management System (DMS)?

Balbelforce

In this post: What is a document management system? What are some important DMS use cases? What are the benefits of using a document management system? With the huge volume of documents and data handled by call centers on a daily basis, it’s no wonder that management can become overwhelming at times.

Video 2

Global Speech Networks

Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.

52

Diagnose model performance before deployment for Amazon Fraud Detector

AWS Machine Learning

With the growth in adoption of online applications and the rising number of internet users, digital fraud is on the rise year over year.

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.

Case Study 2

Global Speech Networks

What is Lorem Ipsum? Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book.

52

Text classification for online conversations with machine learning on AWS

AWS Machine Learning

Online conversations are ubiquitous in modern life, spanning industries from video games to telecommunications.

Pioneering a Voice-Enabled Experience for a Fast-Casual Food Chain

Concentrix

Learn how a popular US-based fast-casual food chain adopted a voice-enabled reorder experience for n a more convenient CX. The post Pioneering a Voice-Enabled Experience for a Fast-Casual Food Chain appeared first on Concentrix. Case Studies Case Study

68

The Need for Speed: How Telecoms Can Offer High-Speed Customer Service

Netomi

Customers today seek speed – speedy access to services, and in a timely fashion. This extends to customer service in the telecommunications (telecom) industry, as many rely heavily on mobile devices and networks in an era of remote work and social connections.

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

6 Best C# Courses: Enhance your Programming Skills

JivoChat

By doing a C# course, you will be able to learn how to code using this programming language. If you are a developer, that’s the opportunity to expand your knowledge and master one more code, which can help boost your career and stand out in your area. .

Article 3

Global Speech Networks

What is Lorem Ipsum? Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry’s standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged.

40

Soup Up Newspaper Subscriptions With Call Center Software

TCN

Newspapers have been informing, educating and entertaining consumers for more than 400 years. Throughout that. The post Soup Up Newspaper Subscriptions With Call Center Software appeared first on TCN. Newspaper