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.

4 ways to deal with negative customer feedback you should implement right away 


Unhappy, yet talkative customers are a golden source of information for your business. They desperately want your company to change and build a better experience for them. If they’re dealt with carefully, they can turn into your greatest advocates. So how do you make that happen? #1:

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

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.

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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

How to Improve Your Powers of Observation

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. Have you ever encountered a customer who had that "lost" look?

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?

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

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).

APIs 68

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.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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.

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.

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.

APIs 50

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.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

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.


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.

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.