Thu.Dec 01, 2022

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Best Practices For A Powerful Professional Network: Part 9

CCNG

We close out this series on how to use your professional network to get maximum value from your connections, peer-to-peer interaction, and the collective insight and experience of colleagues.

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Call Center Training in the New Era

Contact Center Pipeline

The COVID-19 pandemic did disrupt the old normal of grabbing coffee and rushing into the office. Today it’s more like hitting the alarm and running to your work desk to log in to take calls.

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7 Tips for How to Improve Quality Score in a Call Center

LiveVox

If you work in a call center, then you know how important quality score is. A high quality score means that your agents are providing good customer service and meeting the needs of your customers. A low quality score can mean decreased profits and even layoffs.

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WhatsApp Business & Aircall: A Winning Combination for Customer Communications

aircall

The customer support landscape is far from what it was several years ago. Where once the expectation was limited availability, phone-based service with long wait times, it is now a multi-channel, always-on, fast-response support machine.

APIs 99
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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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November COPC Standard Committee Meeting

COPC

The COPC Customer Experience (CX) Standard is a performance management system for CX operations, including contact centers, unassisted transactions, face-to-face environments, and field service dispatch.

More Trending

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Three ways for brands to make stronger connections in this cost-of-living crises

Maru Group

By Steve Brockway Maru/Matchbox | November 2022. The cost-of-living crisis is dominating the media and occupying many people's minds. The cost of basic, essential items such as food and energy bills have increased rapidly in a short period of time and much faster than average household wages.

Banking 67
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Illustrative notebooks in Amazon SageMaker JumpStart

AWS Machine Learning

Amazon SageMaker JumpStart is the Machine Learning (ML) hub of SageMaker providing pre-trained, publicly available models for a wide range of problem types to help you get started with machine learning.

APIs 92
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5 Top Customer Support Languages Every Company Needs

Helpware

Having an international presence is a major opportunity for growth for any company—but not if your customers cannot access support in the language they speak. Even within a single country, customers can come from a wide range of language groups.

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Internal Communications and Knowledge Sharing Are the Future of Work

Guru

It’s no secret that the world of work is going through a monumental change. We’ve gone from seeing remote and flexible working options shift from being a “nice-to-have” perk to an expected necessity. With the “when” and “where” of work changing, the “how” isn’t very far behind. thought leadership

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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Higher education must improve agent experience to ever deliver excellent student experience

Comm100

Investment into higher education customer experience (CX) is growing – and growing rapidly. The question is, are these resources being optimally allocated? For many universities and colleges, the answer is unfortunately no.

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How to Buy Contact Center Software: A Guide

Fonolo

Call center managers know that choosing effective software is key to success. With the right tools on board, your contact center can increase agent happiness and productivity, while hitting your KPIs and running an efficient operation that scales with ease. .

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Improve governance of your machine learning models with Amazon SageMaker

AWS Machine Learning

As companies are increasingly adopting machine learning (ML) for their mainstream enterprise applications, more of their business decisions are influenced by ML models.

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Bridging the Gap: Why Businesses Need a Cloud Contact Center Solution

3CLogic

We live in an era of ever-increasing communication and ever-increasing communication tools. In the span of five minutes, we can now shoot off an email, reply to a Slack message, and return a text – all without batting an eye.

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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Interactive data prep widget for notebooks powered by Amazon SageMaker Data Wrangler

AWS Machine Learning

According to a 2020 survey of data scientists conducted by Anaconda, data preparation is one of the critical steps in machine learning (ML) and data analytics workflows, and often very time consuming for data scientists.

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The Customer Care Difference for Healthcare Products

CSM Magazine

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products.

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Case Study: How involve.ai used inSided’s community to improve efficiency by 50%

inSided

For many community managers, it’s not uncommon to build their community strategy from scratch when coming into an organization.

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The Best Sales Closing Questions And Phrases For Sales Close Plans

JustCall

Imagine you are watching a thriller. You’re sitting on the edge of your seat and waiting for something exciting to happen. But, the film takes a weird twist, and you feel disappointed about the way it ends.

Sales 52
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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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Don’t Wait Until Business Shutdown! Learn How to Handle Emergency Calls Now

Call Experts

Some things never change — your customers need your business to be available 24/7, so you must know how to handle emergency calls. . If you operate a business, you understand customer service’s importance.

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The Relevance of Reducing ACW in Call Centers

JustCall

ACW call center meaning or After call work ( ACW ) is a set of tasks that must be performed after an agent has interacted with the customer. ACW varies according to customer requests and solution requests. There is no set benchmark for the length of ACW.

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Avoid the Minefield of Security Compliance

Transparent BPO Outsourcing

Your company culture will determine the level of rigor necessary to protect critical data. By Keith Smith, Director of Compliance, Transparent BPO Company culture isn’t frequently uttered in the same breath as information security and compliance regulations.

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Goals in Sales Your Team Should Go After

JustCall

Understanding the Importance of Sales Goals. Sales teams play a vital role in the success of a business. Business owners want sales teams to sell more and sell quickly. While this might seem the ultimate aim of sales teams, it is not a definite goal.

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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Churn Rate: 7 Tips For Keeping Your Churn Rate Low

Nicereply

The churn rate is a critical metric for any business. We discuss all you need to know about the churn rate in this article. Customer acquisition is like filling a bucket with water. The problem is… most businesses have to refill their buckets every day just to stay in business.

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Benefits of Voice Broadcasting and its Best Software in Market

JustCall

Imagine if your business could communicate with a large number of people simultaneously. That’s what voice broadcasting can do. It is a technology that allows you to broadcast telephone messages to several call recipients simultaneously.

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Minimize the production impact of ML model updates with Amazon SageMaker shadow testing

AWS Machine Learning

Amazon SageMaker now allows you to compare the performance of a new version of a model serving stack with the currently deployed version prior to a full production rollout using a deployment safety practice known as shadow testing.

APIs 73
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How to Manage and Inspire Call Center Agents Working From Home

JustCall

Several people still prefer working from home as it helps them maintain balance and reduce stress. Remote call center employees feel they can be more flexible, productive, and satisfied while working from home. However, there are disadvantages to this unstructured and undisciplined nature of working.

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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How xarvio Digital Farming Solutions accelerates its development with Amazon SageMaker geospatial capabilities

AWS Machine Learning

This is a guest post co-written by Julian Blau, Data Scientist at xarvio Digital Farming Solutions; BASF Digital Farming GmbH, and Antonio Rodriguez, AI/ML Specialist Solutions Architect at AWS.

Scripts 73
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The Best Referral Sales Strategies To Increase Your ROI

JustCall

Sales referrals are a win-win situation wherein your existing customers enjoy social validation for advocating something that’s great and your business gets free marketing and higher sales. Various companies are capable of growing rapidly simply by implementing a sales referral strategy.

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Run notebooks as batch jobs in Amazon SageMaker Studio Lab

AWS Machine Learning

Recently, the Amazon SageMaker Studio launched an easy way to run notebooks as batch jobs that can run on a recurring schedule. Amazon SageMaker Studio Lab also supports this feature, enabling you to run notebooks that you develop in SageMaker Studio Lab in your AWS account.