Balto
FEBRUARY 27, 2023
Guest post by Jeremy Watkin Over the course of my career leading teams in the contact center I’ve led in-house support teams that were 20 feet away, remote teams that were more like 20 miles away, and remote, outsourced teams that were 1,000 miles away. Regardless of location, I’ve grown keenly aware of a couple of universal truths about myself as a manager.
ShepHyken
FEBRUARY 27, 2023
Top Takeaways: Customer experience, including customer service, is marketing. Create an experience that gests people to say, “I’ll be back,” and makes them want to share it with others. Understand what your customers want and deliver consistently. Customers usually have many options. When your product is available in other places, customer experience becomes the differentiator that determines if your customers continue to do business with you or move on to your competitors.
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Fonolo
FEBRUARY 27, 2023
Self-service is one of the biggest topics in CX and in the contact center world right now. While the industry is no stranger to new technologies and automation, modern self-service tools have really changed the game when it comes to supporting customers. You may have already interacted with self-service tools as a customer. Chatbots, FAQs, and assistive AI all fall under this umbrella — with that said, it’s not enough to implement these resources.
Cisco - Contact Center
FEBRUARY 27, 2023
Digital Mining for increased production, safety, and sustainability In this new era of digitized mining, the industry has repeatedly relied on Cisco to help increase production, improve safety, and… Read more on Cisco Blogs
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CX leaders are in a gold rush for AI, lured by the promise of cost savings and a revolution in service delivery. But simply deploying AI in your contact center isn't a magic bullet. There are hidden dangers that can derail your AI dreams. Recent incidents, such as the missteps of an AI chatbot deployed by Air Canada, have underscored the complexities and risks involved in leveraging AI in customer-facing roles.
MiaRec
FEBRUARY 27, 2023
Are you trying to get an idea of the general cost of contact center software solutions in the market? Are you frustrated that you cannot find reliable pricing information anywhere?
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
SmartAction
FEBRUARY 27, 2023
When it comes to customer service, businesses have a variety of tools at their disposal to make the process as smooth and efficient as possible. Two popular options are Interactive Voice Response (IVR) and Intelligent Virtual Agent (IVA). Each option has a role in customer service depending on what parts of the customer experience businesses want to automate and which parts they want live agents to handle.
JivoChat
FEBRUARY 27, 2023
With more than 350 million daily active users , Snapchat remains one of the most popular social media platforms in the world. One trend that is a success on the app is Snapchat questions. This tool enables you to interact directly with your followers and get to know them better by asking the types of questions you wish. It works as a marketing strategy as well to drive users’ attention to your stories.
Playvox
FEBRUARY 27, 2023
Customer experience leaders are more challenged than ever. They are under constant pressure to reduce operational overhead costs, lower recruiting, onboarding and training costs – all while exceeding customer demands and delivering exceptional customer service. When contact center managers look to decrease overhead, they think first to eliminate manual processes through automation.
Integrity Solutions
FEBRUARY 27, 2023
Great sales managers are required to become great coaches. Great sales managers know that everyone in their organization takes a cue from them. They use this position and influence to challenge the status quo, galvanize their team, act as role models for change, and demand results. It’s more true than ever that the best sales reps may not make the best sales leaders.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Jon Arnold
FEBRUARY 27, 2023
Sorry for the short notice, but I’ll be presenting on webinar tomorrow about the value of white label UCaaS to help channels grow their business. I’ll be joined by speakers from sponsor SkySwitch , and the webinar is being presented by Channel Futures. Here’s the registration page , and hope you can join us.
Cisco - Contact Center
FEBRUARY 27, 2023
I have not always ‘felt’ like a security professional.
Tethr
FEBRUARY 27, 2023
Contact center agents quit their jobs quite often. Learn the seven main reasons why and get a 4-step plan to prevent it.
Kapta Customer Success
FEBRUARY 27, 2023
Are your key account managers (KAMs) being hampered by manual administrative tasks? It’s long been known that sales reps spend only a small percentage of their time selling because they are bogged down by routine clerical tasks. According to Salesforce’s State of Sales report, rep selling time is down to 28% from 34% of their week. That’s not a lot of time for your KAMs to engage in strategic planning and interact with customers.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
Blueship Call Center
FEBRUARY 27, 2023
Companies frequently cope with the unexpected surge in calls, questions, and complaints from their expanding client base, which is sometimes amplified by different business lines, channels, languages, and geographic locations. Incorrect or subpar handling of this might result in worse customer satisfaction ratings, reduced employee morale, and a stressful work environment, all of which would be detrimental to the brand as a whole.
NobelBiz
FEBRUARY 27, 2023
Success is a concept whose meaning varies from person to person. It is purely subjective and can mean a myriad of things, as what is considered successful for one person may not be the same for the other. On a broad scale, success is defined as achieving a desired goal or outcome, either on a personal or a professional level. In our sphere, a successful contact center is defined by its ability to manage customer interactions and meet their needs, while also operating in an efficient and cost-eff
AWS Machine Learning
FEBRUARY 27, 2023
Model tuning is the experimental process of finding the optimal parameters and configurations for a machine learning (ML) model that result in the best possible desired outcome with a validation dataset. Single objective optimization with a performance metric is the most common approach for tuning ML models. However, in addition to predictive performance, there may be multiple objectives which need to be considered for certain applications.
LiveVox
FEBRUARY 27, 2023
Calling All Game Changers: Evolving the LiveVox Brand to Help You Transform Yours We’ve Been Doing a Lot of Thinking Lately A lot of thinking about you. A contact center leader doing everything you can to keep up with an industry that’s rapidly changing every single day. Customers expect to communicate on their time and […] The post Calling All Game Changers: Evolving the LiveVox Brand to Help You Transform Yours appeared first on LiveVox.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
Russel Lolacher
FEBRUARY 27, 2023
In this episode of Relationships at Work, Russel chats with Sideways6 founder and CEO Will Read on the importance of employee ideas and how to generate and tap into them. A few reasons why he is awesome – he is the founder and CEO of Sideways 6 – a service to build better businesses through employee ideas. And he’s the host of The Ideas Show – a podcast about ideas that change the world, and the people that make them happen.
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