Tue.Jun 19, 2018

Journey to Contact Center Success


As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems.

How To Improve Customer Service In 8 Easy Steps?

Dialer 360

Improving customer service is of key interest for all types of businesses and call center. Client dependability is basically vital to business achievement. Despite the fact that a large portion of us know this, the numbers may shock even the most very much educated Marketers.

5 Benefits of Using Artificial Intelligence in the Contact Center

Outsource Consultants

Artificial Intelligence (AI) can be a touchy subject in the contact center industry. Some fear AI will completely replace human agents, while others want to dive head first and automate as much as possible.

Refining the Hiring Process

Contact Center Pipeline

What leader wouldn’t love to fill his or her contact center with highly skilled customer service professionals who will stay for a while and help to grow the business? That might be easier to do if you had unlimited time at your disposal, but in the fast-paced, ever-changing, always-putting-out-fires contact center environment, the need to […]. Recruiting & Hiring behavioral-based job interviews call center chatbots contact center hiring recruiting

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

The Top 5 Things We Should Expect from Our Call Answering Service

Ambs Call Center

When we hire a call answering service , we have a set of predefined expectations that we want our answering service to provide. However, we often assume these critical items exist—or they may even be subconscious—so we forget to include them in our selection criteria.

Amazing Business Radio: Marilyn Suttle


Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?.

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5 Ways TeleDirect Can Aid Your ACO


Medicare continues to grow. And so do the ever-evolving responsibilities related to effective patient communication, billing inquiries, and other healthcare administrative tasks. Accountable care organizations (ACOs) are a key aspect in improving Medicare’s total continuum of care.

Seven Things You Didn’t Know About Home Based Call Center

Dialer 360

The idea of working from home or home based call center has picked up popularity in these years. Home-based representatives offer numerous advantages to both the business that makes them a convincing thought. In any case, would this be able to business successfully?

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How Developing Empathy Leads to Better Customer Experiences

CX Accelerator

Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion.

Boost Your Brand – Double Business Growth with Voice Broadcasting

Dialer 360

Voice broadcast users can contact targets. It doesn’t matter they member, subscriber, constituents, employees or customers; almost immediately. If used by the government authority it would be as an emergency notification system. Such as notification are intended only for use in emergencies).

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The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Surefire Tips to Choose the Right Call Center Software


To become a brand that customers love and are loyal to, the company needs to give them a reason to do so. Customers value the brands which they trust. One significant way of doing that is with exceptional customer service. Call Center Software call center solution call center software solution

Keynote Learnings from ICMI Expo 2018: Ernesto Salas, Disney Institute


Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your industry.

Is Ribbon Communications the New BroadSoft?

Jon Arnold

Short question - and long answer. That thought has been with me since their Perspectives18 event earlier this month, and I finally got a chance to explore it in my latest contribution to BCStrategies.


Why Healthcare Providers Should Work with TeleDirect


Healthcare providers are required to serve an ever-increasing number of patients while being expected to deliver exceptional service on a daily basis.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

5 Ways to Ensure an Upgrade Doesn’t Disrupt your Business


Performing regular updates to your CMS is both necessary to the system’s functionality and integral to utilize the latest technology. Adobe typically releases upgrades to AEM annually, which could be a frequent disruption to an enterprise business. An upgrade can take anywhere from a few weeks to a few months. The length of this makes the ability to keep business up and running “as usual” during those times a critical factor in long-term success. Why It’s Important to Perform Regular Upgrades.

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Aspect Via® Workforce Management™ Supporting Amazon Connected Home Vision


Most of us know about Amazon’s acquisition of Ring.com back in February of this year, the second largest acquisition ever made by Amazon, exceeded only by their acquisition of Whole Foods.

6 Things Retail Companies Need from Their Contact Centers to Retain Customers

Outsource Consultants

An article by Fred Chua discusses the customer journey and how two components can be the most critical; the user experience with online shopping and the order processing stage.

Effective Feedback: Balancing Effort with Results


This is the final post in our series on providing effective agent feedback. Creating well-balanced agents requires well-balanced feedback. We have (so far) looked at agent feedback in terms of “positive-versus-negative” or how it aligns with the three E’s of agent experience. But there is another perspective to consider. As customer experience consultant Agnieszka Anna [.]. Read More. The post Effective Feedback: Balancing Effort with Results appeared first on Sharpen Contact Center Software.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

5 Valuable Metrics Contact Centers Can Provide Companies

Outsource Consultants

Does your company gather valuable customer insights from your brand’s digital channels? According to an article by Maria Marinina , the data within digital channels can be just as valuable as data from traditional methods such as research, surveys, and CRM systems.