Tue.Jun 28, 2022

Connecting the Machine and Human

Contact Center Pipeline

The “Knowledge Economy” and “Age of Information” dominate all aspects of our society today. Evidence of this is demonstrated through the huge volumes of data and which are now easily accessible through big data type technologies and the use of artificial intelligence (AI).

How to Build a Top-Performing Sales Development Team?


In this pandemic economy, more businesses are now left asking “how to build an SDR team that performs optimally” So, how do you do it? The business world has proven to be volatile and disruptive.

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The Aircall story, by founders


As we hit the $100 million ARR milestone, co-founders Olivier Pailhes and Jonathan Anguelov share a reflection on the past eight years and what’s to come. We’ve decided to open our books, YES, you read right: We are making Aircall revenue public! .

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Improving the Mortgage Customer Experience: Digital Engagement


Learn how mortgage lenders can maintain digital engagement even when demand for loans is high. The post Improving the Mortgage Customer Experience: Digital Engagement appeared first on Livevox. Customer Experience

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

AI Reporting and its Impact on the Agent and Customer Experience

Upstream Works

The implications for artificial intelligence (AI) applications in the contact center are far-ranging, but so are the opportunities. Our recent blog posts have examined several facets here, along with how AI aligns with digital transformation.

More Trending

3 Things CMOs Should Do During an Economic Downturn


The primary mission of a Chief Marketing Officer (CMO) is to foster growth, attract new leads, and increase sales by effectively communicating the value the company’s products and services can provide.

Imagining What Great Means for Your Employees + Customers


It all started a couple of years ago with the term “The Great Resignation.” So much has been written on this topic, and an entire cottage industry has been created around it.

The Critical Role of Incident Management in Contact Centers


Do You Have the Plan and Tools You Need? If you could boil down the role of contact center managers to just one job, what would it be? Supervising agents? Ensuring everyone is well trained to handle calls? Keeping the lights on? chatbots contact center incident management

VIP Customer Service: Raising the Bar


We all just want to feel valued when we decide to do business with someone. Oftentimes, many companies find themselves delivering “run of the mill” care so to speak, instead of really focusing on their customer base. What is the key element in driving positive customer interaction?

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Customer Service Tools: The Best Available on the Market Right Now


Can social media double as customer service tools? Most companies use social media to amplify their brand voice in hopes of connecting with customers.

Amazing Business Radio: Adam Alfia

Shep Hyken

Convenient Customer Feedback In Realtime. How to Use Customer Feedback to Improve Performance. Shep Hyken interviews Adam Alfia, co-founder of Feedback. He has a firmly entrenched background in high-end hospitality and entertainment.

How WFM Tools Create Success for Omnichannel Contact Centers


During the global pandemic, customers massively turned to digital communications, and, according to consumer studies , this change is here to stay. While presenting a tremendous opportunity for business growth, this trend also creates challenges for contact centers.

Breaking Free from the Boundaries of Document-Based Communications


Breaking Free from the Boundaries of Document-Based Communications. Marissa Feigen. Tue, 06/28/2022 - 17:24.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Competitive Intelligence Advantages

Ann Michaels and Associates

When a client calls us looking to do a competitive mystery shopping project , most of the time their focus is on pricing. Once we get into the project however, they tend to learn much more about their competitors than they originally thought. Sales Prevention.

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Balto’s Research Arm Discovers That 2/3 of Contact Center Agents Want to Change Their Scripts — Here’s What To Do About It


New report uncovers key script adherence insights, makes case for an anti-script approach for better call outcomes. Louis, MO — Balto’s Conversation Excellence Lab has released a new report challenging the role of call scripts in the contact center.

Signs of a Customer-Obsessed Company


What does it take for brands to have thriving customer advocates? Well, the common thread uniting these successful advocacy programs is that the companies driving them are all customer-obsessed. So, what does it actually take to be “customer-obsessed?”

4 Reasons Why Successful Contact Centers Choose VoIP Software


If you need proof that contact centers are far different today than they were several years ago, just think of the term itself.

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CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

How to use Customer data analytics to improve contact center performances and CX?


Visiting a website, talking to customer service, chatting on social networks. When a consumer performs these actions, the company usually collects multiple data points. The data collected, measured, and analyzed for contact centers is an absolute gold mine.

Zenarate AI Coach Recognized as a Leading Contact Center Training Solution at the Annual 2022 CCW Excellence Awards

CSM Magazine

AI Coach helps contact center leaders develop top-performing customer-facing teams with AI Conversation Simulation.

New built-in Amazon SageMaker algorithms for tabular data modeling: LightGBM, CatBoost, AutoGluon-Tabular, and TabTransformer

AWS Machine Learning

Amazon SageMaker provides a suite of built-in algorithms , pre-trained models , and pre-built solution templates to help data scientists and machine learning (ML) practitioners get started on training and deploying ML models quickly.

Bring visibility to WebRTC applications using monitoring – On-demand Webinar


For the full live experience click here. Bring visibility to WebRTC applications using monitoring Watch a replay of our live webinar from Wednesday June 15 hosted by Tsahi Levent-Levi, Head of Product at testRTC , author of Bloggeek.me

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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Semantic segmentation data labeling and model training using Amazon SageMaker

AWS Machine Learning

In computer vision, semantic segmentation is the task of classifying every pixel in an image with a class from a known set of labels such that pixels with the same label share certain characteristics. It generates a segmentation mask of the input images.

Jivo Recognized as a Summer 2022 High Performer by G2


We are thrilled to announce that JivoChat has received the High Performer badge given by the Summer 2022 G2 Report. G2 is a company that specialized in software reviews, used by buyers from all over the world to make sure they are purchasing software that suits their needs.

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Deep demand forecasting with Amazon SageMaker

AWS Machine Learning

Every business needs the ability to predict the future accurately in order to make better decisions and give the company a competitive advantage.

The Four Pillars of a Successful Corporate Environmental Sustainability Practice


Discover a customer-centric approach to corporate environmental sustainability that can benefit your business and the planet. The post The Four Pillars of a Successful Corporate Environmental Sustainability Practice appeared first on Concentrix. Thought Leadership Resources

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

Create audio for content in multiple languages with the same TTS voice persona in Amazon Polly

AWS Machine Learning

Amazon Polly is a leading cloud-based service that converts text into lifelike speech. Following the adoption of Neural Text-to-Speech (NTTS), we have continuously expanded our portfolio of available voices in order to provide a wide selection of distinct speakers in supported languages.

Why a CSM needs to Implement Force Field Analysis in their decision-making?


Do you find it difficult to make tough decisions in your line of work? Do you lose sleep over it? Do you feel nervous and fret over making the right decision? If your answer to any of these questions is ‘YES”, then probably you don’t know the concept of Force field analysis.

Getting Executive Sponsors to Attend Your QBRs: A Step-by-Step Guide for CSMs


For any business, it is important to set up touchpoints with customers. These touchpoints are also known as Quarterly business reviews. Quarterly business review is an important aspect that all customer success managers need to plan for.

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