Wed.Jun 29, 2022

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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. If your agents do manage to connect to a lead, it’s essential that they have the skills to convert the call into a sale. . One way to address an agent’s proficiency is through call scoring, an important method that allows managers to analyze and gauge an agent’s skill set.

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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. A key point for Elaine is how companies are undervaluing the contact center and the rich opportunities that exist there to gain customer insights.

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The Difference Between Good and Great

ShepHyken

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. A great doctor makes you well and calls you the next day to see how you’re doing. . I thought about that all weekend.

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What are omnichannel contact center solutions?

Callminer

It's important for contact centers to meet customers where they are and on their preferred channels. Read this blog to learn more about omnichannel contact center solutions.

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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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). When I began to look into it, I found that in addition to increased cigarette sales, so were […].

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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. . If you are looking to start your career as a developer, you will find C# courses created for beginners and don’t require experience.

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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. You can quickly launch the familiar RStudio integrated development environment (IDE), and dial up and down the underlying compute resources without interrupting your work, making it easy to build machine learning (ML) and analytics solutions in R at scale. RStudio on SageMaker already comes with a built-in image preconfigured with R programming and data science tools; however, you often need to customiz

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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.

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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. Amazon Fraud Detector provides a fully managed service to help you better identify potentially fraudulent online activities using advanced machine learning (ML) techniques, and more than 20 years of fraud detection expertise from Amazon.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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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. It’s also about the little things: the openness a customer feels with you when you’re not talking about work, small anecdotes about your weekend before a call, and the personal relationship that grows between you and your customers. .

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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. This has led to an exponential growth in the amount of online conversation data, which has helped in the development of state-of-the-art natural language processing (NLP) systems like chatbots and natural language generation (NLG) models. Over time, various NLP techniques for text analysis have also evolved.

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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. This year it seems “all systems are go” to explore the great outdoors – camping, hiking, biking, scuba diving, swimming, or climbing. But for a unique experience, check out these vacation spots: Lighthouse.

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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. This begs the question – does your brand have the insights and strategies needed to buck this trend? Through our partnership with Reuters Events, we are excited to bring you an exclusive invitation to join the next webinar in their CX & Marketing Leadership series

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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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 you haven't, now's your chance to sign up for our Community Summer Camp.).

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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. Teleperformance is one of the world’s largest business process outsourcing (BPO) providers serving global enterprises, in the retail, financial, travel, automotive, government and healthcare sectors.

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What is a Document Management System (DMS)?

Babelforce

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. Even when opting to go paperless, companies will continue to create, receive, and collaborate on documents in a virtual setting , making the need for a centralized organizational system even more ap

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10 Tips for Improving Enterprise Customer Experience

SmartKarrot

Enterprise customer experience is not just another buzzword. It represents a crucial customer journey for enterprises, now more than ever. As customers are moving towards self-service solutions and personalization, businesses need to empower their customer service with better tools, services, and processes to ensure customer care is at the top of their priority list.

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Your Expert Guide to CX Orchestration & Enhancing Customer Journeys

Speaker: Keith Kmett, Principal CX Advisor at Medallia

Join Keith Kmett, Principal CX Advisor, in this new webinar that will focus on: Understanding CX Orchestration Fundamentals: Gain a solid understanding of what CX orchestration is, its significance in the customer experience landscape, and how it plays a crucial role in shaping customer journeys. This includes the key concepts, strategies, and best practices involved in CX orchestration. 🔑 Connection to Customer Journey Maps: How to effectively integrate customer journey mapping into the

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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. In that, it’s important for business owners, especially the small and medium-sized ones, to peek into the complete picture for a thorough understanding before investing in any phone system.

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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. So, how your agents handle contacts is often the barometer by which your organization is judged. As companies look to improve the customer experience, the two most popular solutions for enhancing workforce performance in contact centers are agent assist and real-time guidance.

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Jun 29 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success Location: Boulder, CO, US Organization: Floify As a Director of Customer Success, you will build, develop & maintain C-level and senior-level customer relationships for enterprise-level clients and ensure the renewal of key accounts. Establish and carry out departmental and organizational goals, policies, and procedures.

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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. For smaller NLP datasets, a simple yet effective strategy is to use a pre-trained transformer, usually trained in an unsupervised fashion on very large datasets, and fine-tune it on the dataset of interest.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.