Contact Center Pipeline
MARCH 21, 2023
Some call it the new normal. However you describe the evolving work environment, retail and call center managers know one thing for sure: the industry landscape has changed at lightning speed, and the changes keep coming.
ShepHyken
MARCH 21, 2023
Top Takeaways: Failing to listen to the customer communicates apathy and rudeness. It tells the customer that you do not care enough to engage. Heather Younger shares her 5-step framework on how to listen better: Recognize the unsaid. Look at the nonverbal cues. Listen for pauses and voice inflections. Sense what is happening in the environment. If you don’t recognize what your customers are not telling you, you leave blind spots that hinder you from fruitful listening.
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Fonolo
MARCH 21, 2023
SIP and VoIP are two acronyms often used by call center managers who sort of know what they mean, but also sort of… don’t. Fair enough! Acronyms abound in the call center universe. It can be very tricky to navigate the intricacies of call center management and technology, and often, the language used just makes things more confusing. When it comes to VoIP and SIP, the terms are often used interchangeably, but they are different, and knowing these differences can add strength to your call
ShepHyken
MARCH 21, 2023
In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. Mares had some excellent ideas, and here they are, followed by my commentary. By the way, even though Mares’ expertise is in selling to female customers, these ideas work for everyone.
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JUST RELEASED! The Northridge Group’s State of CX 2023 Part II research report reveals that nearly half of consumers surveyed had knowingly spoken to a customer service associate working from home—and almost 75% of those respondents felt the associate's location did not impact the service or experience. So why do more than ⅓ of business leaders want contact center associates back in the office?
Lumoa
MARCH 21, 2023
Nowadays, most people search for information online. You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
AWS Machine Learning
MARCH 21, 2023
Amazon SageMaker customers can view and manage their quota limits through Service Quotas. In addition, they can view near real-time utilization metrics and create Amazon CloudWatch metrics to view and programmatically query SageMaker quotas. SageMaker helps you build, train, and deploy machine learning (ML) models with ease. To learn more, refer to Getting started with Amazon SageMaker.
Totango
MARCH 21, 2023
In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Enter customer success operations: a data-driven process that helps organizations understand how their initiative performance impacts key business results – ultimately safeguarding revenue for long-term growth.
kommunicate
MARCH 21, 2023
Last Updated on March 21, 2023 Messe Duesseldorf GMBH is one of the 5 most successful trade fair organizers in the world. With humble beginnings as a small wooden hut that conducted trade fairs in the city of Duesseldorf. Incorporated in January 1947 as Nordwestdeutsche Ausstellungsgesellschaft mbH (NOWEA), the trade fair company soon grew from [.] The post Messe Duesseldorf Reduced Repetitive Queries by 65% by Automating With Kommunicate appeared first on Kommunicate Blog.
Cisco - Contact Center
MARCH 21, 2023
Business architects help business leaders assess status and business capabilities and to identify underlying systemic patterns.
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Attention government agencies and BPO partners! CXperts is your go-to solution for improving citizen experience. Our omnichannel and digital contact center solutions are designed to supply superior CX, reducing costs and maximizing efficiency. Plus, we are a Minority Owned Business (MBE). With our certifications, we are the perfect partner to help government agencies meet their CX goals and fulfill federal deal requirements.
AWS Machine Learning
MARCH 21, 2023
Deforestation is a major concern in many tropical geographies where local rainforests are at severe risk of destruction. About 17% of the Amazon rainforest has been destroyed over the past 50 years, and some tropical ecosystems are approaching a tipping point beyond which recovery is unlikely. A key driver for deforestation is raw material extraction and production, for example the production of food and timber or mining operations.
Helpware
MARCH 21, 2023
Marketing’s evolvement from traditional to digital represents the latest stop of a long journey. Throughout history, marketing kept pace with the market’s tendencies to develop new tastes and preferences. And when the pandemic changed consumers’ purchasing habits yet again, digital marketing came to the rescue.
Cisco - Contact Center
MARCH 21, 2023
When unplanned disruptions occur, an offshore drilling platform can struggle with multiple weeks of non-productive time.
JivoChat
MARCH 21, 2023
When you learn how to link Facebook and Instagram, you can share your stories and Instagram feed posts at the same time on Facebook too. Enjoying the engagement that comes from both social media platforms. Check out the article to know more about it. Why Link Facebook and Instagram Linking Facebook and Instagram offer you several benefits, mainly if you are a content creator or have an Instagram account to promote a brand.
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Contact center leaders are skilled at balancing competing day-to-day priorities. They help others make informed business decisions, all while working to keep agents and customers engaged in positive experiences. Rapid access to the most relevant and actionable information is critical to managing agents, supervisors, and communicating with executive leadership to improve efficiencies and business outcomes.
ClientSuccess
MARCH 21, 2023
In the past decade, CRMs have revolutionized customer relationships. From tracking prospects to recording sales interactions – teams can unlock incredible insights with a good Customer Relationship Management platform. But what happens once customers become clients? Many SaaS firms overlook post-sale CRM use or struggle to find something that meets their needs for data capture and reporting in the customer success lifecycle.
JivoChat
MARCH 21, 2023
Learning how to create a poll on Facebook is very useful for doing market research and getting to know your audience better. You can make polls about different topics, including discovering the type of content your public wants to see on your Facebook page, for example. Check out the article to know more about it. Where You Can Create Polls on Facebook As useful as the Facebook poll feature is, unfortunately, this tool isn’t available for personal profiles to publish polls in their timeli
Comm100
MARCH 21, 2023
With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. 99% of customers believe that companies need to improve their service and support and there’s plenty of scope to do so. In this article, we’ll look at six game-changing customer service improvement strategies that businesses can introduce to enhance their customer service and gain
AWS Machine Learning
MARCH 21, 2023
As organizations grow in size and scale, the complexities of running workloads increase, and the need to develop and operationalize processes and workflows becomes critical. Therefore, organizations have adopted technology best practices, including microservice architecture, MLOps, DevOps, and more, to improve delivery time, reduce defects, and increase employee productivity.
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In this eBook, you’ll learn how companies are using advanced conversational AI solutions, like Verint Intelligent Virtual Assistant, to deliver actionable service and assist their contact center agents in both voice and digital channels. You’ll also see how our easy-to-use, low-code bot-building environment makes for quicker and more flexible conversational AI deployments that deliver an immediate ROI.
ConvergeOne
MARCH 21, 2023
Contact centers have notoriously had the highest attrition rate of all the departments within an organization, but now more than ever, agents aren’t available to replace those leaving. The number of open requisitions is at an all-time high. Talent shortages and retention are the top challenges facing these departments. The agents who remain are stressed and are considering leaving within three years of their start date.
Cisco - Contact Center
MARCH 21, 2023
The urgency around addressing the European Union’s cyber shortcomings is well founded.
CSM Magazine
MARCH 21, 2023
Post-purchase support is an integral feature of digital marketing which all e-commerce stores should consider. So, how does it work? What are the benefits for a business? More importantly, how does it fit into an overall marketing strategy? Integral part of e-commerce When purchasing something online, help should be available if needed. However, not all businesses provide the same level of after sales support.
Cisco - Contact Center
MARCH 21, 2023
I’ve lived in Atlanta proper most of my life yet over the course of my Cisco career, all 20 years of it, I’ve worked remotely from home in a financial services industry role covering a broad geo… Read more on Cisco Blogs
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For years now, contact center admins and supervisors have leveraged bots to improve customer and employee experiences but we are at the beginning of a completely new paradigm regarding increased speed and efficiency. Implementing a modern contact center solution, powered by AI, can give contact centers a competitive advantage. While integrating AI is necessary to provide high-quality digital customer service, it is only a piece of the communication platform puzzle.
JivoChat
MARCH 21, 2023
Learning how to create a poll on Facebook is very useful for doing market research and getting to know your audience better. You can make polls about different topics, including discovering the type of content your public wants to see on your Facebook page, for example. Check out the article to know more about it. Where You Can Create Polls on Facebook As useful as the Facebook poll feature is, unfortunately, this tool isn’t available for personal profiles to publish polls in their timeli
Netomi
MARCH 21, 2023
From product recommendations to one-on-one personal shopping and customer support to order management, the use cases for ecommerce chatbot solutions are endless. This is why the eCommerce industry was one of the first industries to embrace chatbots and conversational AI virtual assistants, and why it’s more important than ever for companies in this industry to deploy the best eCommerce chatbots to assist their customers.
JivoChat
MARCH 21, 2023
When you learn how to link Facebook and Instagram, you can share your stories and Instagram feed posts at the same time on Facebook too. Enjoying the engagement that comes from both social media platforms. Check out the article to know more about it. Why Link Facebook and Instagram Linking Facebook and Instagram offer you several benefits, mainly if you are a content creator or have an Instagram account to promote a brand.
CSM Magazine
MARCH 21, 2023
Hiring and onboarding remote employees can be difficult. Not only do you need to find the right person for the job, but you also have to ensure that person is who they say they are. This means verifying that their identity matches up with their work history and credentials. Hiring and onboarding remote employees can be difficult. Hiring and onboarding remote employees can be difficult.
Speaker: Michael McMillan - Customer Experience Expert, TEDx Speaker, and Author
Are you looking to elevate your CX support strategy? Customers who have a seamless buying experience, from speaking with sales and purchasing the product to easily finding support, are more likely to return to your organization and recommend it to others. With the numerous changes in the market, it is critical that your CX strategy can evolve and better support your customers regardless of where they are in their journey.
NobelBiz
MARCH 21, 2023
In the contact center world, efficiency is paramount, hence the importance of progressive dialer software. Every call center manager avidly searches for tools and methods to improve their contact center performance further and provide everything their agents need to achieve their highest productivity. And a progressive dialer is one way to achieve this.
Cisco - Contact Center
MARCH 21, 2023
Episode 38 of the Cisco Optics Podcast is now posted! See below for episode notes. Cisco Optics Podcast Episode 38 Fascinating laser research projects you wish you thought of, with Juliet Gopinath.
NobelBiz
MARCH 21, 2023
The First Contact Resolution Rate (FCR) is a crucial KPI for measuring the effectiveness and quality of your customer service. This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness. And to enhance it, you will need to select the appropriate tools and develop a practical management approach. When a problem arises, the customer expects a quick and efficient resolution.
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