Mon.Feb 27, 2023

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Simplifying the Contact Center Agent Experience Starts with Observation


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.

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Telling Your Brand Story Through the Customer Experience with Christoph Trappe


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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CX4Now: What Influencers Say About Self-Service in the Contact Center


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.

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Cisco Virtual Mining Summit 2023

Cisco - Contact Center

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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Reimagine Your Communications With A Unified Platform

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.

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How Much Does Call Recording & Voice Analytics Cost In 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?

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Tune ML models for additional objectives like fairness with SageMaker Automatic Model Tuning

AWS Machine Learning

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.

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Snapchat Questions: How to Make Them


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.

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Salesforce Service Cloud and Playvox Workforce Management Collaboration Gives CX Leaders Best of Breed Salesforce WFM


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.

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The Definitive Guide: IVA vs IVR and What’s Right for Your Contact Center


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.

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The 2023 Verint Experience Index: Retail

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

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Great Sales Managers Have to Be Great Coaches

Integrity Solutions

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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My Next Webinar - Feb. 28 at 2ET - The UCaaS Opportunity with SkySwitch

Jon Arnold

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.

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Bridge to Possible: A Cybersecurity Career Journey

Cisco - Contact Center

I have not always ‘felt’ like a security professional.

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Reasons for high agent turnover and steps to prevent it


Contact center agents quit their jobs quite often. Learn the seven main reasons why and get a 4-step plan to prevent it.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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What Makes a Successful Contact Center? The Key Factors You Need to Know


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

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Tapping Into The Power of Employee Ideas with Will Read

Russel Lolacher

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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Calling All Game Changers: Evolving the LiveVox Brand to Help You Transform Yours


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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Do More with Less – Optimize Key Account Management Productivity with KAM Software

Kapta Customer Success

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.

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Save time and satisfy customers with call center outsourcing services

Blueship Call Center

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.