Wed.Jan 18, 2023

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Moving Forward: What Will 2023 Bring for Contact Centers?

Contact Center Pipeline

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us.

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Agents Will Be Empowered Only If They Feel Valued — And You Must Continuously Prove It to Them


One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. The concept is simple.

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25 strategies to boost patient satisfaction and improve patient experience


As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention and patient experience. Read more in this blog

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The Impact of ChatGPT on Contact Center Performance

The Northridge Group

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT.

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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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How To Find Business Opportunities in Recession


In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. What’s our usual reaction to the dreaded recession? When we hear recession talk, we’re likely to go all doom and gloom.

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More Trending

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Guru + Slack: The Key to Unearthing a Goldmine of Useful Company Information


Seeking and Sharing Knowledge in Slack. Real talk: Guru would not be able to live up to our Golden Rule of Internal Communications if it weren’t for Slack. We’re a hybrid workplace with team members across different time zones, with very different work styles and diverse lives outside of work.

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Don’t Just Personalize the Customer’s Experience – Individualize it?

Shep Hyken

Recently I wrote my annual Forbes article featuring customer service and CX predictions and trends for 2023. 4 on the list was Personalization Gets More Personal. The best marketers have realized that personalization is a way to get closer to the customer – or at least make it appear to be so.

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5 Customer Success Newsletters to Subscribe To


Customer Success newsletters are a great way to stay on top of industry trends and strategies, get tips and tricks to improve day-to-day operations, and even find networking opportunities and events, without having to do all the digging for information across the web to determine what information is valuable and what is not.

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8 Best Help Desk Software Tools of 2023 (and Why You Should Try Them)


In today’s business environment, having a solid help desk software platform is the foundation of streamlining communications. No wonder a huge number of businesses have already added help desk tools to their customer support tech stack, and even more are planning to do so in the future.

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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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Calabrio Appoints Kevin M. Jones as CEO to Lead the Company in its Next Stage of Growth

CSM Magazine

Calabrio, the workforce performance company, is pleased to announce the appointment of Kevin Jones as CEO. Kevin succeeds Tom Goodmanson, Calabrio’s current CEO who is leaving after successfully leading the company for the past 15 years.

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What Are BPO Call Centers and What Do They Do?


In today’s connected world, a business that does well is often one that works well, and the difference can come down to intelligent, innovative processes and management that matches them. Your business can go from good to great with the help of new and modern ways to manage operations.

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Next Webinar - with NICE - Tapping AI Beyond Chatbots

Jon Arnold

Got another webinar to share here. This one is with NICE , and it draws on a recent white paper I did for them. As the title in the visual below shows, we’ll be exploring the bigger picture for AI in the contact center, and why it’s much more than chatbots.

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What is Inbound Calling & How to handle it?


In an inbound call, a customer initiates a call to a business’s contact center. The help desk generally handles these calls. In some cases, inbound calls can also be made by the employees. Call centers usually take inbound, and outbound calls for a business.

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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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7 Ways Chatbots Improve Customer Service


If you’ve been using business messaging for a while, you know easy and convenient it is for your customers—and its impact on your customer service team’s output.

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The President’s Brief: A Model for Sharing CX Insights


Eliminate the noise of non-essential data to deliver an ecosystem of intelligence and action for today’s busy CX executives.

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Call Center Requirements Checklist: How to Construct and Use It?


What is necessary for a successful call center setup and future development? Properly selected call center model? Well-chosen call center infrastructure? Thoughtfully determining call center software requirements? Call center implementation is a complicated, multilevel, and effortful procedure that requires permanent attention, wise goals and objectives set, strategic planning, the anticipation of possible problems, and, surely, the step-by-step solution to all challenges.

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ConcentrixCX Dashboard Builder


Empower CX optimization with our dashboard builder by creating custom dashboards for real-time tracking of customer insights and feedback from ConcentrixCX. Fact Sheets Fact Sheet

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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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Nicaragua – the first new country to join Spearline’s network in 2023


Welcome Nicaragua to Spearline! We’re thrilled to announce Nicaragua as the latest country to join our mobile testing network. You can now test your mobile numbers across Nicaragua’s two major networks – Claro and Tigo. These three operators dominate the market at 95%.

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TCN Launches New Workforce Engagement Suite for its Advanced, Cloud-based Contact Center Platform, TCN Operator


GEORGE, Utah – January 18, 2023 – TCN, Inc., a global provider of a. The post TCN Launches New Workforce Engagement Suite for its Advanced, Cloud-based Contact Center Platform, TCN Operator appeared first on TCN. Workforce Engagement

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Top 10 Best Healthcare Call Center Software for 2023


Top 10 Best Healthcare Call Center Software for 2023. As the demand for healthcare services continues to grow, it’s becoming increasingly important for healthcare providers to find ways to offer high-quality care while also being efficient and cost-effective.

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Best Online Business Courses for You


If you are looking for solutions to improve your skills as an entrepreneur and a team leader, several online business courses can help you with that. By taking just a few hours of your day to watch the video classes, study the materials, and do the exercises, you can actually learn a lot.

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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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Can an Essay for Me Work?


Have you ever been asked by your professor to write my article for me? Always say yes, and many clients are happy […]. The post Can an Essay for Me Work? first appeared on c3centricity

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Jan 18 – Customer Success Jobs


Role: Customer Success Manager Location: Nottingham, England, United Kingdom (Hybrid) Organization: Pacvue As a Customer Success Manager, you will make customers successful by providing high-quality technical support and service. Foster account growth/expansion via new products and markets.