Tue.Sep 20, 2022

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What’s The Best Dialer For Your Call Center?


Dialer software is an integral part of any contact center. The capability and level of technology a call center’s dialer has makes a direct impact on the quality of service it provides to its customers. The post What’s The Best Dialer For Your Call Center? appeared first on LiveVox.

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Amazing Business Radio: Laura Bassett


How to Deliver an Amazing (Versus Unamazing) Customer Experience. How to Use Proactive Communication to Manage Increasing Customer Expectations. Shep Hyken interviews Laura Bassett, Vice President of Product Marketing at NICE , a complete platform for delivering an end-to-end customer experience. Bassett shares how customer expectations have changed over the years and how companies can provide amazing customer experiences through proactive communication.


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Writing Home

Contact Center Pipeline

Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day, you’ve probably found that being remote has made you better at some tasks than you were when you worked in an office. Maybe you’re better at actively listening to customers on […].

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How to Teach Call Center Soft Skills


When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction. Though newer agents may not have all the essential soft skills required right away, you can provide training to help them improve and become top-performing call center employees in no

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The State of Customer Experience 2023 Report: Part 2

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?

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Inside Imposter Syndrome at Work with Amber Naslund

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Senior Manager for Marketing Solutions at Linkedin Amber Naslund on Imposter Syndrome. As someone challenged by it, she shares what she’s learned, what it feels like and how it shows up and how leadership can better support those with this issue. A few reasons she is awesome – Keynote speaker and writer through her Brass Tack Thinking brand, she’s got 20+ years of marketing under her belt, she co-authored the book The NOW Re

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What is Customer Enablement? A Quick Guide for B2B & SaaS


Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses. Here we’ll walk you through the essentials you need to know to harness customer enablement to increase B2B and SaaS sales.

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Configure a custom Amazon S3 query output location and data retention policy for Amazon Athena data sources in Amazon SageMaker Data Wrangler

AWS Machine Learning

Amazon SageMaker Data Wrangler reduces the time that it takes to aggregate and prepare data for machine learning (ML) from weeks to minutes in Amazon SageMaker Studio , the first fully integrated development environment (IDE) for ML. With Data Wrangler, you can simplify the process of data preparation and feature engineering, and complete each step of the data preparation workflow, including data selection, cleansing, exploration, and visualization, from a single visual interface.

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Why Customer Experience Is Even More Essential During a Recession


When I was a kid, we played a game called“the floor is lava”. If you’re not familiar, the basics are this: The floor is lava (as the name suggests), and there are various safe areas (usually furniture) that you try to make your way across to get from one place to another to find permanent safety. After our initial runs through the course, we’d usually take away different safe areas, making the journey a bit more treacherous each time.

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Churn prediction using Amazon SageMaker built-in tabular algorithms LightGBM, CatBoost, TabTransformer, and AutoGluon-Tabular

AWS Machine Learning

Amazon SageMaker provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started on training and deploying ML models quickly. These algorithms and models can be used for both supervised and unsupervised learning. They can process various types of input data, including tabular, image, and text.

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How Government Services Can Provide Better Citizen Satisfaction & Experience

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.

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15 Best Selling Products Online: Get to Know the Market


If you are planning to open an ecommerce store, it’s important to know what are the best-selling products online and study the particularities of each sector. Once you understand what is on trend, you can have a better view of consumer behavior and what has been attractive to them when it comes to buying online. . Does it mean that your online store plan should include the products that sell more on the internet?

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Avoid the Open Enrollment Headache: Get Your Call Centers Ready

Outsource Consultants

Open Enrollment, a time to apply for new health insurance coverage or make changes to existing plans through federal and state government programs, is fast approaching. Each year, recruiting healthcare call center agents to support the influx of inquiries regarding Open Enrollment starts earlier. Moreover, strict deadlines have led to more competition when hiring talent for companies during enrollment.

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Phone vs. Live Chat: Which is Better for Providing Good Customer Service?


Phone vs. live chat, understand the pros and cons to improve customer support. Read on to learn about an integrated solution every modern online business should consider implementing — omnichannel support.

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Call Queue Meaning and Its Influence on the Contact Center Performance


Have you ever called the customer support center? If yes, you know how it sometimes happens when the operators are too busy to handle all the customer calls, and you have to wait for a response. When you are waiting in line for the first available agent, it is the customer service queue that we will tell you about today. From the first view, it looks like a very simple part of call center functioning - operators are busy, so you must wait a bit, and when your turn comes, you will be linked with

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Improve Contact Center Outcomes with Key Insights

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.

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How Chatbots for Customer Service Improve Customer Support Metrics


With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers. Complementing your team with chatbots for customer service can help you meet the increased demand and execute a strategy that resolves issues faster and results in happier customers cost-effectively.

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How FluentStream Helps You Meet the New CMS Call Recording Requirements


If you’re in the healthcare insurance industry, you’ve no doubt already heard about the enrollment guideline changes being enacted by the Centers for Medicare & Medicaid Services (CMS). However, if you somehow haven’t heard about what’s coming… welcome! You’re in. Read More. The post How FluentStream Helps You Meet the New CMS Call Recording Requirements appeared first on FluentStream.

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How to accept negative feedback from your team lead


Giving and receiving feedback requires a piece of courage, rationality, and empathy. Learn how to do it with grace. If you hear the words, “Hey, I want to talk to you about that case for a second,” from your team lead, would you feel your stomach drop? Dealing with negative feedback is hard. Everyone rationally understands how valuable it is. Receiving constructive feedback helps you grow.

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Is Calling Your Business Painful for Your Customers?


The satisfying potential of contact center automation that solves your customers’ needs. As consumers, we are all familiar with the pain of calling customer service. You’ve purchased a really great product or service. You’re excited for it to arrive at your door, or for your newly purchased service to get set up. But far too often, this is when your customers start to have problems.

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The Complete Guide to Conversational AI for Your Business

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.

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10 Company Mission Statement Examples to Inspire You


Company mission statement examples are very helpful to inspire you to write your company’s mission and show the company’s values and goals. It’s an important part of building your brand’s image, and how it’s seen by partners, employees, and customers. . A good mission statement should reflect your company’s identity, and give reasons why people should choose your company, whether it’s for work or buying, instead of other ones.

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Top 10 Zendesk Chatbot Vendors of 2022


Last Updated on September 20, 2022 A vital part of any assistance strategy today is a chatbot. Organizations can scale their activities and offer support around-the-clock with the help of AI chatbots, allocating agents to concentrate on interactions that benefit from a personal interaction. Consequently, Zendesk consolidated its product portfolio into three distinct levels, with [.].

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Join Us for a Customer-Focused Xchange + Topgolf Event in Pittsburgh this Fall!


Right now is the best time to reimagine CX! To spark innovation and help you unleash the power that flawless CX can have on the success of your business, we’re hosting Xchange, Cyara’s customer-focused CX event in Pittsburgh this Fall.

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Would your customer do the trust fall with you?


This is a guest article by Srikrishnan Ganesan , CEO and co-founder, Rocketlane. Our brains rely on memory to build expectations and trust. As a Customer Success professional, how can you provide positive memories in a consistent way? At Propel, Rocketlane’s annual global conference for customer onboarding and implementation professionals, Customer Success expert and principal consultant at Service Excellence Partners, Ed Powers, talked about how we can create ideal, favorable customer experienc

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Using AI to Empower Contact Center Agents and Improve CX and EX

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.

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Fast-Track Your First Call Resolution FCR in 9 Easy Steps


The First Contact Resolution Rate (FCR) is an essential KPI for evaluating the efficiency and quality of your customer service. To improve it, you must choose the proper tools and build an effective management strategy. Read more and find out how to boost your FCR in 9 easy steps. The post Fast-Track Your First Call Resolution FCR in 9 Easy Steps appeared first on NobelBiz®.

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AmplifAI Earns Frost & Sullivan’s 2022 Competitive Strategy Leadership Award

Amplifai Coaching Category

We are excited to announce that AmplifAI earned Frost & Sullivan’s 2022 Competitive Strategy Leadership Award for Its Advanced Performance Enablement Solutions.

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Sep 20 – Customer Success Jobs


Role: Director, Customer Success – West Location: Remote, United States Organization: UiPath As a Director of Customer Success, you will be responsible for the execution of the UiPath GTM strategy to ensure over-achievement of the revenue targets and business objectives. Hire, onboard, develop and mentor a Regional Customer Success team with focused field engagement with customers and prospects.

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Customer Service Infographic - Great Facts to Help Call Centers Improve CX

SQM Group

There’s always room for improvement when it comes to CX best practices. SQM research shows that FCR is a driver for providing great customer service.

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Ramping-up Your Digital CX Strategy: Adaptation of Omni Channel and Conversational Support

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.

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Enterprise Software in SaaS: How They Are Categorized / Sized in the Americas, EMEA and APAC?


Enterprise software in saas is a segment that can be incredibly challenging for many enterprises to navigate. There are vast product and size options available for enterprise software in categories, industries, and verticals, just to name a few. This is why it is essential to know how the sector has categorized products and where these classifications are derived.

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