Tue.Sep 20, 2022

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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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.


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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.

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.

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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.

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.

More Trending

Is Faster Customer Onboarding Always the Answer?


In the world of customer success, the idea of speed has somehow taken root and become an overarching goal for many teams.

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Amazing Business Radio: Laura Bassett

Shep Hyken

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.

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.

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. Call Center Telephone Answering Services

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

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.

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. customer experience ai events xchange Botium

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?

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.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Is Business Development the Purpose of Cold Calling?

Andrew Mcfarland

When preparing for cold calls, it’s important to remember that the prospect does seventy percent of the talking while you do the other thirty percent. Here are some examples of questions to ask your options when you’re making a cold call. These questions will help you generate leads for your business. Business development. Cold calling is an effective marketing strategy that is used to reach out to a target market.

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.

Business Development Jobs – What Is a Good Business Development Title?

Andrew Mcfarland

There are many different business development titles in the job market. These positions focus on facilitating business growth through interaction with business partners, clients, and key internal stakeholders. These individuals will work with clients, technology providers, and other business partners to achieve specific objectives. This article will discuss some of the primary responsibilities of a business development manager. Job description of a business development manager.

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.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

How to Become a Successful Business Development Professional

Andrew Mcfarland

Successful business development professional has skills that set them apart from the competition. These skills include relationship-building, analysis of trends, prospect identification, and project management. These skills are essential for attracting prospects and generating new sales. Fortunately, there are many ways to acquire these skills. Relationship-building skills. One of the essential skills for successful business development is establishing solid relationships.

Use RStudio on Amazon SageMaker to create regulatory submissions for the life sciences industry

AWS Machine Learning

Pharmaceutical companies seeking approval from regulatory agencies such as the US Food & Drug Administration (FDA) or Japanese Pharmaceuticals and Medical Devices Agency (PMDA) to sell their drugs on the market must submit evidence to prove that their drug is safe and effective for its intended use.

Business Development – What is a Business Development Concept?

Andrew Mcfarland

Business development is a vital part of any organization. It involves the process of planning, executing, and measuring a company’s growth and profitability. It also involves identifying and pursuing opportunities to help the company achieve its strategic goals. Business development is often performed in conjunction with the marketing department but can also occur with other departments. Business development.

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.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Business Development Vs Sales

Andrew Mcfarland

As a business development manager (BDM), you play a crucial role in strategic planning. Your part is to create long-term value for your company by developing and maintaining a thorough understanding of your target market. This means having a finger on the pulse of the competition and bringing current market positioning to the table. Your other job duties include nurturing relationships with existing clients and finding new ways to increase customer lifetime value.

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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

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.

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

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

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.

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.