Fonolo

OCTOBER 18, 2022

Agents are the key to a successful call center—that’s no secret. But it takes more than hiring the right individuals to reach your goals. People management is a big part of running a successful call center, including managing employee absences, both scheduled and unscheduled. While it’s normal for agents to take an occasional sick or personal day, extended time away from work can directly affect your KPIs and other performance metrics.

Call Center 87

Call Center Abandon rate Metrics Contact Center 87

ShepHyken

OCTOBER 18, 2022

The Leader’s Playlist. How Memories, Experiences, and Patterns Impact Leadership Style. Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life. She shares how to use music to improve your leadership style and make the changes that no longer serve you.

Coaching 293

Coaching Personalization Customer Experience Customer Service 293

Callminer

OCTOBER 18, 2022

Join us for LISTEN in Miami, Oct. 31 - Nov. 2, to hear about our product roadmap and how we're supporting experience management use cases, including customer, product and brand experience.

Management 182

Management 182

VirtualPBX

OCTOBER 18, 2022

As of October 1st, 2022, The Centers for Medicare & Medicaid Services (CMS) is requiring that all calls with a Medicare insurance agent be recorded and maintained for ten years. The goal of this new Medicare call recording regulation is to ensure that agents are acting in the best interest of their clients. In order to comply with these rules, you will need to ensure that your agent has recording equipment so that callers can have peace of mind when calling on your behalf.

Accountability 97

Accountability Sales Marketing Customer Service 97

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

AWS Machine Learning

OCTOBER 18, 2022

Exploratory data analysis (EDA) is a common task performed by business analysts to discover patterns, understand relationships, validate assumptions, and identify anomalies in their data. In machine learning (ML), it’s important to first understand the data and its relationships before getting into model building. Traditional ML development cycles can sometimes take months and require advanced data science and ML engineering skills, whereas no-code ML solutions can help companies accelerate the

Telecommunications 84

Telecommunications Consulting Consulting Enterprise 84

Helpware

OCTOBER 18, 2022

Chatbots are reshaping the way organizations gather valuable data and communicate with customers. A lot of industry leaders are wondering how it is possible to improve customer service with NLP. The global chatbot market is set to reach US$ 454.8 million in revenue by 2027. To put that into perspective, that number was just US$ 40.9 million in 2018.

Customer Service 73

Customer Service Chatbots Marketing 73

ClientSuccess

OCTOBER 18, 2022

As the importance of customer success – and the role of customer success managers – has grown over the past few years, more and more responsibility is falling into the laps of CSMs. Managing customer accounts is no longer contained to spearheading implementation and being on call to help customers through issues. Modern CSMs are now responsible for the full spectrum of customer conversations, including those trickier ones that may center around strategic initiatives such as renewals, upsells, ex

Best practices 72

Best practices Upselling Coaching Accountability 72

Playvox

OCTOBER 18, 2022

There’s a storm brewing in customer service centers, and the aftermath could create some big challenges for contact center management. In our 2022 study of customer support agents and managers, 68% of agent respondents said they didn’t want to return to an office. But only 40% of support center managers we talked to said they were planning to continue remote work in 2022.

Contact Center 69

Contact Center Management Coaching contact center workforce 69

Solvvy

OCTOBER 18, 2022

Automating customer interactions with conversational chatbots offers a range of benefits. Chatbots can increase employee productivity, enabling service to more customers in a shorter time window. Automated customer support solutions also decrease human error and provide consistent, accurate information to customers. Automating interactions can enhance customer experience (CX) with quicker first response time, average resolution time, and first contact resolution.

Chatbots 62

Chatbots Self service Journey mapping Entertainment 62

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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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OctopusTech

OCTOBER 18, 2022

In this digital era, consumers have shifted their preferences towards online shopping and businesses are trying to build a strong position in the digital platform. They are looking for more online opportunities to sell their products around the globe even if their physical store is not running very well. Ecommerce store owners are looking for platforms so that their business constantly booms, opening doors to new opportunities for software development companies due to the rise of the eCommerce i

Engineering 62

Engineering Marketing Sales Management 62

ConvergeOne

OCTOBER 18, 2022

The Current State of Ransomware. Many cyberattacks involve ransomware, a form of malicious software or malware, designed to deny access to a computer system or data until a ransom is paid and a decryption key (commonly called a decryptor) is given to the victim. The encryption is virtually unbreakable without the decryption key, and you should not spend valuable time seeking a way around the encryption if you are attacked with it.

Healthcare 95

Healthcare Best practices Management 95

LiveVox

OCTOBER 18, 2022

CX cloud technology is constantly evolving, and the customer service solutions call centers employ to enhance the customer experience have changed right along with it. Fifteen years ago, texting a customer service agent for support for your Internet service would’ve seemed unrealistic. Now, customers have multiple modes of communication to choose from, such as webchat, […].

Call Center 52

Call Center Technology Customer Experience Customer Service 52

Vistio

OCTOBER 18, 2022

Watch to the full podcast here: Or click here to just listen to the audio. ? ? ? ? ? ? ? ?. Welcome to the podcast! Today we are talking with Fred Stacey about his experiences in call centers, both helping to build them and helping them in recovery. Dovetailing nicely with our Agent-Centric Call Center Philosophy is the objective today to discuss Employee Experience.

Gamification 52

Gamification Call Center Wait times Technology 52

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.

Customer Experience

CSM Magazine

OCTOBER 18, 2022

Dave Orstad, SVP professional services and support, Calabrio. Calabrio Appoints New Leader of Customer Service & Support Team in Mission to Be Trusted Ally for Customers’ Success. Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture.

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

NobelBiz

OCTOBER 18, 2022

You might be surprised to learn that a simple and yet paramount calculation might help you evaluate the efficiency of your call center. That's where the service level comes in. How to measure your call center Service Level? What is exactly the Service Level? What can you do to improve? Find out more from our article. The post How To Measure The Service Level In Call Centers?

Service level 52

Service level Call Center 52

CSM Magazine

OCTOBER 18, 2022

There is nothing better, nor harder to do than to attract new customers to your brand. According to HubSpot, more than 60% of marketers cite creating high-quality leads as the most prevalent issue when discussing attracting new customers. This implies that all businesses must work very hard to draw in leads. To make things a little simpler, it’s important to understand certain fundamental, yet powerful marketing strategies.

Marketing 52

Marketing Sales Accountability Customer Experience 52

Creative Virtual

OCTOBER 18, 2022

By Chris Ezekiel, Founder & CEO. As someone who enjoys listening to interesting podcasts, I was excited at my recent invitation to be a guest on This Week in Voice. Now in its seventh season, this podcast is hosted by Bradley Metrock, CEO of Project Voice and covers some of the hottest conversational AI news stories of the week. I joined the podcast’s panel of experts for Season 7, Episode 3 which was released on 29 September 2022.

Technology 52

Technology Personalization 52

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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.

Self service

CSM Magazine

OCTOBER 18, 2022

In order to provide an excellent customer experience, businesses need to employ a variety of strategies – and offering translation services to your customers is one of them. By translating all interactions into the customer’s native language, businesses can ensure that they are providing an accurate and authentic representation of their brand.

Customer Service 52

Customer Service Engineering Sales Customer Support 52

Influitive

OCTOBER 18, 2022

More of a watcher than a reader? Check out the webinar on this topic. Let me start with a question. Of course, I won’t know if you answer it, but I’ll trust you and ask the question anyway: When you write case studies, why do you include customer quotes? I assume you think it’s […]. The post The Case Study Is Dead. Long Live the Customer Story appeared first on Influitive.

Customer advocacy 52

Customer advocacy Customer centricity Marketing 52

CSM Magazine

OCTOBER 18, 2022

Dave Orstad, SVP professional services and support, Calabrio. Calabrio , the workforce performance company, has hired Dave Orstad as SVP professional services and support, reinforcing the organisation’s customer-first culture. Orstad will spearhead Calabrio’s global professional services and customer support teams. As a growing Software as a Service (SaaS) organisation, Calabrio has a collective focus on customer satisfaction and retention, and Orstad’s team will primarily own frontline engage

Customer Service 52

Customer Service Customer centricity SaaS Analytics 52

TCN

OCTOBER 18, 2022

ST. GEORGE, Utah – October 18, 2022 – TCN, Inc., a global provider of a. The post TCN Named a Product Challenger in 2022 ISG Provider Lens™ Contact Center as a Service – CX Global Report? appeared first on TCN.

Contact Center 52

Contact Center 52

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

Feedback

Spearline

OCTOBER 18, 2022

At Spearline, we recognize that Interactive Voice Response, or IVR systems are an important point of contact between you and your customers and carry the weight of your brand message. With this in mind, we have developed a comprehensive IVR testing solution for you to track call and data flows to your agents irrespective of location. Let’s take a look at just how our testing tool can shore up your IVR system integrity.

Interactive Voice Response 52

Interactive Voice Response Wait times Contact Center Personalization 52

Selmo

OCTOBER 18, 2022

Case study on how to double sales in a month without increasing the staff.

Sales 52

Sales Technology 52

SmartKarrot

OCTOBER 18, 2022

Role: Director, Client Success Location: Remote, United States Organization: MediaMath As a Director of Client Success, you will own and develop strong relationships with the client and key stakeholders from C-suite to Hands-in-keyboards. Lead pitches to cross-sell and upsell new channels and features that meet client needs to achieve client KPIs. Oversee client onboarding and implementation process including product, channel and partner activation, campaign launches and ad-hoc projects.

Upselling 19

Upselling Metrics Education Feedback 19

AWS Machine Learning

OCTOBER 18, 2022

Today, Amazon SageMaker Canvas introduces the ability to use the Quick build feature with time series forecasting use cases. This allows you to train models and generate the associated explainability scores in under 20 minutes, at which point you can generate predictions on new, unseen data. Quick build training enables faster experimentation to understand how well the model fits to the data and what columns are driving the prediction, and allows business analysts to run experiments with varied

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Metrics Best practices Sales Marketing 86

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

Journey mapping

CSM Magazine

OCTOBER 18, 2022

Workplace injuries can be a major issue for employers of all sizes. In fact, according to the Bureau of Labor Statistics, as many as 3 million on-the-job injuries happened in the year 2017. Because of this, reducing workplace injuries has been a topic of discussion for business owners for quite some time. After all, who doesn’t want to minimize expenses in business?

Employee engagement 52

Employee engagement Accountability Sales 52

Ansafone

OCTOBER 18, 2022

It’s no secret anymore. Those in business have come to understand that meeting the needs of customers and ensuring positive service experiences becomes the cement to a company’s foundation. Customer service is a crucial aspect to success and now it’s become one of the most competitive areas in business operations. The question is: which company is going to do it better?

Contact Center 62

Contact Center Business Process Outsourcing Telemarketing outsourcing 62

CSM Magazine

OCTOBER 18, 2022

Creating strong relationships with customers is a mark of leading companies, and keeping these connections strong depends on staying abreast of the latest customer service software trends. . Recent research by Finances Online indicates that three of the most important customer trends in current times include resolving issues in a single transaction, providing information quickly, and ensuring that clients deal with knowledgeable, friendly agents.

Customer Service 52

Customer Service Chatbots Finance Healthcare 52