Wed.Feb 01, 2023

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Is Computer Telephony Integration (CTI) Solution a Life Raft For Small Call Centers?


CTI integration is a must-have solution, but not every call center owner knows what is it. Nonetheless, without CTI solutions modern call centers just can't exist, and that's why you should learn more about it

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The Hiring Game Has Changed: Strategies for Solving Staffing Issues


While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels.

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How technology can enhance customer communication and engagement


CallMiner's VP of Int'l, Frank Sherlock, talks about the value of customer communications ahead of his session at Credit Connect’s Online Collections Technology Think Tank. Read more in his blog

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Work From Home vs. Hybrid?

Contact Center Pipeline

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win.

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How to Build an AI-Powered Contact Center as a Service Platform

Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.

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BUSINESS LEADERS FORBIDDEN PHRASE: We’ve always done it that way.

Bill Quiseng

BUSINESS LEADER FORBIDDEN PHRASE: “We’ve always done it that way.” If your customers and employees are raving about you as a customer service leader, then that’s GREAT! But if they’re not saying anything at all about you, then that’s not. Satisfied people feel that your customer service leadership is good, not better, just average. Nobody raves about average. And satisfied people won’t return as soon as they find something better. So be GREAT out there!

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How Marmalade Insurance has utilised customer feedback software to help improve CSAT and increase their NPS

customer sure

Marmalade Insurance, the specialist in insurance solutions for young, student, learner and young named drivers, has been providing trailblazing insurance products to those aged 17-30 since 2006.

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4 CallHub Alternatives That Will Improve Your Customer Experience


As your team grows and your needs change, your cloud-based business phone solution should evolve with you. To ensure you have the ideal provider, we have compiled a list of the top four CallHub alternatives that can boost customer experience and nurture lasting customer relationships.

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Live Chat for Higher Education – The Ultimate 101 Guide


Live Chat for Higher Education – The Ultimate 101 Guide Higher education is at a crossroads. With undergraduate enrollment on the decline , student recruitment has become fiercer than ever.

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TOP 30+ Customer Experience Statistics to Know in 2023


According to many studies and surveys, customer experience is a key part of any company’s success. Your ability to create a powerful customer experience greatly impacts the number of customers that buy from you and keep buying from you.

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Brain Fog HQ: Memory Enhancement Techniques for Professional Development

Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion

In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.

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7 Online Courses for Data Science


Online courses for data science can help you keep up to date with the changes that computer engineering and artificial intelligence development have brought up to multiple industries sectors.

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6 Reasons Why Retailers Should Embrace Contact Center Outsourcing

Working Solutions

Every year, a larger percentage of retail business is conducted via the online marketplace.

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Feeling Stuck? Maybe You Need a Shift in Perspective

Education Services Group

There’s a good chance that if you are a Customer Success leader, your workday began by logging in and reviewing your CS metrics dashboard.

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How Higher Education Can Increase Mature Student Recruitment


There is no one definition of a mature student, but the term is most often applied to students older than 21 years old at the start of their studies. In the United States, 33.4% of college students are now aged 25 years and older.

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The 2023 Customer Experience Management Value Index

Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.

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How to decide between Amazon Rekognition image and video API for video moderation

AWS Machine Learning

Almost 80% of today’s web content is user-generated, creating a deluge of content that organizations struggle to analyze with human-only processes. The availability of consumer information helps them make decisions, from buying a new pair of jeans to securing home loans.

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Big CX News - AWS, Avaya and ChatGPT

Jon Arnold

I’ve had a lot of new work hitting at the same time, and that’s put me behind on blogging, so this is an ICYMI post. I was recently invited back to be a guest on Big CX News , hosted by Charlie Mitchell, and the current episode was posted last week.

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Challenges for the Financial Services Industry in 2023 / 2024 (Banking, Retail & Global Outlook )


The financial services industry has undergone a fundamental shift for many years now. As more people rely on digital to handle tasks and expect businesses to meet their new digital needs, financial services have been pivoting.

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Top 5 Business Phone Systems for Banking and Finance


Accelerating Banking Success: The Top Business Phone Systems to Consider The banking industry is constantly evolving and adapting to the ever-changing technological landscape. One of the areas where this evolution is most evident is in the way banks communicate with their customers.

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

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Call Center Quality Monitoring: Best Practices for Improving Its Impact on Customer Service

SQM Group

Learn our best practices on how call centers can improve their customer satisfaction due to call monitoring practices

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Use a CX dashboard to cut through the clutter

Brad Cleveland

The disciplines of customer experience and employee experience wouldn’t exist without access to large amounts of data. That includes, increasingly, the insights generated by artificial intelligence (AI) and machine learning technologies.

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Guru Named a Top Workplace for 2023


We’re thrilled to announce that Guru has received a 2023 Top Workplaces USA award! company news