NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential. Implementing these tactics will save money and enhance customer satisfaction and overall business performance.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.

Sales 254

Sales Customer Service Marketing Personalization 254

Helpware

APRIL 25, 2023

Marketplaces are quickly becoming the best way to sell your eCommerce goods online. Amazon, eBay, and Walmart have a combined user base of over three billion monthly visitors. Research shows that 89% of users are more likely to buy something on Amazon than on any other eCommerce site. So if your brand isn't selling on these marketplaces, you're missing out on a massive chunk of potential sales.

Customer Support 85

Customer Support Management Sales 85

Cisco - Contact Center

APRIL 25, 2023

These days, many business-critical activities are happening at the edge, and without the ability to monitor critical assets you quickly lose track of the overall operational status.

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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.

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. 1.

Contact Center 79

Contact Center Contact center software Gamification Feedback 79

The Northridge Group

APRIL 25, 2023

For decades, patients have had limited options for accessing healthcare services, scheduling appointments, or even paying bills. The traditional healthcare journey for a patient looked something like the following scenario. A prospective patient calls a receptionist to book an appointment. Unless the patient’s schedule is completely open, they have to go back and forth with the receptionist as the two parties try to find an available time slot to accept.

Healthcare 67

Healthcare Technology Self service Chatbots 67

Cyara

APRIL 25, 2023

When a potential or current customer can’t reach your contact center, there is a lot at stake. You risk the loss of a sale, their dissatisfaction from not solving their problem, and worst of all, lose their trust. That’s the immediate negative effect, but unfortunately the damage doesn’t stop there. Surveys show that after just one bad service experience, more than half of consumers will stop using a brand, and that number gets even higher when it comes to Millennials.

Contact Center 67

Contact Center Surveys Sales Customer Experience 67

Cisco - Contact Center

APRIL 25, 2023

Cisco, the leader in enterprise networking and security, unveils its vision and strategy for Extended Threat Detection and Response (XDR).

Enterprise 81

Enterprise 81

Nuance

APRIL 25, 2023

… The future of ambulatory care documentation, part 2: How speech recognition helps ambulatory clinicians focus on what matters most Read More » The post The future of ambulatory care documentation, part 2: How speech recognition helps ambulatory clinicians focus on what matters most appeared first on What’s next blog.

Healthcare 73

Healthcare 73

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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

Surveys

LiveVox

APRIL 25, 2023

If you’re not retaining your customers, you’re losing money. Understanding your customer churn rate one a key part to keeping long-term profits. In this episode of LiveVox’s CX Reflex Series, CX sage Lynne Hunsacker discusses what customer churn is and how to calculate it, as well as what factors can lead to high churn rates. […] The post LiveVox CX Reflex Episode 4: What Your Customer Churn Rate Is Telling You appeared first on LiveVox.

Customer Experience 70

Customer Experience 70

AWS Machine Learning

APRIL 25, 2023

Many organizations use Gmail for their business email needs. Gmail for Business is part of Google Workspace , which provides a set of productivity and collaboration tools like Google Drive , Google Docs , Google Sheets , and more. For any organization, emails contain a wealth of information, which could be within the subject of an email, the message content, or even email attachments.

APIs 70

APIs Accountability Management Technology 70

Cisco - Contact Center

APRIL 25, 2023

The theme for this year’s Cisco Live is “Let’s Go” which is entirely appropriate considering how much I can’t wait to do just that.

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ConvergeOne

APRIL 25, 2023

So, how do healthcare organizations negotiate these challenges without compromising quality care? By taking customers on a journey.

Healthcare 80

Healthcare Customer Experience 80

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

Cisco - Contact Center

APRIL 25, 2023

APIs are the linchpins of modern IT. They’re a way for applications to share data and functionality at arm’s length, without merging code.

APIs 71

APIs 71

Callminer

APRIL 25, 2023

Product innovation is critical for companies to stay competitive. Read this blog to learn more about product innovation, the various types of strategies, and best practices for success.

Best practices 69

Best practices 69

SQM Group

APRIL 25, 2023

We explain what a call center scorecard is, its importance, and how to create a call center scorecard for meeting business and customer expectations.

Call Center 66

Call Center 66

MiaRec

APRIL 25, 2023

As a Five9 customer, you may want Voice Analytics and Automated Quality Management (AQM) capabilities without changing your call recording platform. Luckily, MiaRec integrates with Five9’s VoiceStream platform. This way, you can have the best of both worlds. Integrating with MiaRec lets you use Voice Analytics to make the most of your Five9 call recording data.

Analytics 52

Analytics Quality management Contact Center Management 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

Netomi

APRIL 25, 2023

“It is in times of crisis that good leaders emerge.” The world has had its share of crises in the last few years from a health pandemic, political tensions, climate change, humanitarian risks, economic downturns, to technological disruptions and demands. As with any crisis, those who embrace it as an opportunity emerge as leaders. In tech, the rise of Generative AI and launch of ChatGPT disrupted the industry overnight, accelerating digital transformation investments and the adoption of Conversa

Chatbots 52

Chatbots Best practices Finance Education 52

Vistio

APRIL 25, 2023

Differentiating your brand is a crucial step to make sure you stand out among competitors. And one untapped resource that can make or break your brand’s reputation is your agents. Agents are the ones who represent you to customers every day. They’re inherently connected to your brand. So when it comes to making your brand unique, developing a comprehensive strategy to keep agents engaged, motivated, and satisfied is fundamental.

Contact Center 52

Contact Center Coaching Consulting Consulting 52

AnswerConnect

APRIL 25, 2023

AnswerConnect CEO Natalie Ruiz has been included in the Top 100 Women to KNOW as one of the top 100 female leaders across North America. The post AnswerConnect CEO Natalie Ruiz included in 2023 Top 100 Women to KNOW Across America appeared first on AnswerConnect Blog.

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Vistio

APRIL 25, 2023

Vistio is proud to announce the launch a pilot of new software with several of its key partners that integrates OpenAI’s GPT to revolutionize the way agents are trained and work in contact centers. Already a leading provider of technology for the contact center industry, Vistio is leveraging its extensive experience and the power of AI to empower agents to provide better customer service, improve speed to proficiency, and reduce costs, all while improving the agent experience for both new hires

Contact Center 52

Contact Center Technology Customer Service 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

24-7 InTouch

APRIL 25, 2023

Neurodiversity refers to the natural variation in human brain function and behavior. It recognizes that individuals have unique neurological differences, and that these differences should be respected and valued, rather than stigmatized or pathologized. Neurodiversity encompasses all neuro-differences, including neurodivergent brain functioning, which can include a wide range of complex, developmental conditions, including autism, ADHD, dyslexia, and more.

Education 52

Education Coaching Feedback Management 52

CSM Magazine

APRIL 25, 2023

In today’s hyper-competitive market, keeping customers satisfied is more important than ever. One often overlooked aspect of enhancing customer satisfaction is the use of updated equipment in your business. With modern technology at your fingertips, you can not only streamline your processes but also create a more enjoyable experience for your customers.

Finance 52

Finance Government Wait times Personalization 52

SmartKarrot

APRIL 25, 2023

Role: Vice President of Customer Success Location: Englewood, CO, United States (Remote) Organization: WOW! Internet, Cable & Phone As a Vice President of Customer Success, you’ll by using customer journey mapping and creating standardised interventions for each stage of the trip, define and optimise the customer lifetime. Create client segments, choose preferred treatment trajectories, and maintain optimised investment strategies.

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Journey mapping Upselling Accountability Feedback 19

CSM Magazine

APRIL 25, 2023

Contact centres offer new opportunities for agents to shine, but they are not for the faint-hearted. Paul Stemp, Supervisor, Customer Success Management, at Calabrio shares his top confidence-boosting tips for building strong, fearless teams. Contact centres are an integral part of delivering customer service. However, the role of the agents working in them is rapidly changing.

Analytics 52

Analytics Coaching Benchmark Contact Center 52

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

AWS Machine Learning

APRIL 25, 2023

We recently introduced a new capability in the Amazon SageMaker Python SDK that lets data scientists run their machine learning (ML) code authored in their preferred integrated developer environment (IDE) and notebooks along with the associated runtime dependencies as Amazon SageMaker training jobs with minimal code changes to the experimentation done locally.

Engineering 85

Engineering Metrics Construction Management 85

CSM Magazine

APRIL 25, 2023

Writing high-quality customer service emails takes good skills, but even if you have never written such emails before, you could still do a good job. All you need is the right set of tools to help you during the process. Without further ado, here are the best AI writing tools to write better customer service emails. #1 Grammarly You’ve probably heard about Grammarly.

Customer Service 52

Customer Service Scripts Consulting Consulting 52

Fonolo

APRIL 25, 2023

Using call-backs to eliminate hold time for your customers is an easy win! It improves your CSAT scores, supports your agents and helps smooth out call spikes in the contact center. What’s not to love? Call-backs are a simple, elegant answer to a great big CX problem. But did you know your call-backs can do more? Top 7 Problems Fonolo Call-Backs Can Solve If you work in a contact center, chances are you are familiar with the traditional way to use call-backs.

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Contact Center Average Handle Time Self service Technology 95