Tue.Oct 04, 2022

The 3 Call Center Dialers that Define the Industry

LiveVox

Call center dialers use predictive, progressive, and power functionality to increase agent productivity, maximize output, improve results, and abide by regulations. The post The 3 Call Center Dialers that Define the Industry appeared first on LiveVox. Omnichannel

Improve CX by Celebrating Front Liners!

Contact Center Pipeline

We all know that customer experience (CX) is vital to the success of any business. But many leaders don’t realize that the key to a great CX is an excellent agent experience. Yes, that’s right, the people on the front lines interacting with customers daily significantly impact the overall CX.

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5 strategies for managing customer expectations

TeamSupport

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

Ambient clinical intelligence (ACI) – what it is and why you need it

Nuance

Ambient intelligence (AmI) augments human capabilities to make our lives easier. It’s becoming more pervasive in our homes and workplaces. The applications are many, especially in healthcare.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Chatbot Script Examples and Writing Tips for Customer Service

HelpCrunch

If you typed “How to write chatbot scripts” in your search box, you must have recognized the value and benefits a chatbot is going to bring to your business. Indeed, chatbots are huge resource savers [ … ].

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How to Better Tag Your Zendesk Customer Interactions

Playvox

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority.

October is Cyber Security Awareness Month. What's Your Plan?

ConvergeOne

If you thought last year was a challenging year for cyber security, 2022 is proving to be even more difficult. Weekly cyberattacks jumped 42% across the globe this year, according to CheckPoint Research.

Struggling With How to Generate Leads? Use These Best Practices

Quality Contact Solutions

For businesses to be successful, it’s essential to determine how to get quality leads. You know your target audience, but what’s the best way to reach them? In today’s business culture, there are so many ways you can go about the crucial lead generation process.

The Ultimate Guide to Your AnswerConnect Mobile App

AnswerConnect

Your AnswerConnect Account comes with an AnswerConnect App. Manage your account, view your messages and pursue new opportunities, Anywhere. The post The Ultimate Guide to Your AnswerConnect Mobile App appeared first on AnswerConnect Blog. AnswerConnect Services

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

How the Internet of Medical Things is Revolutionizing Healthcare

Helpware

Human history has been an ever-evolving whirlwind of tried-and-true progression. The advent of the internet has made this truer than ever.

Redact sensitive data from streaming data in near-real time using Amazon Comprehend and Amazon Kinesis Data Firehose

AWS Machine Learning

Near-real-time delivery of data and insights enable businesses to rapidly respond to their customers’ needs. Real-time data can come from a variety of sources, including social media, IoT devices, infrastructure monitoring, call center monitoring, and more.

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Amazing Business Radio: Gregorio Uglioni

Shep Hyken

Winning the World Cup in Customer Experience. The Link Between Soccer (Football) and Customer Service. Shep Hyken interviews Gregorio Uglioni, a customer experience specialist, host of CX Goalkeeper , and author of Customer Experience 4 (CX4).

12 Tools That Help You to Empower Customer Experience

Nicereply

Empower customer experience and win loyal customers. These 12 tools will help you with that! The customer experience (CX) is arguably one of the most vital functions of your business. The overall customer experience you create is subjective.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Essential 24/7: Reflecting on National Customer Service Week 2022

Quiq

This week (October 3-7, 2022), and every first full week of October, is National Customer Service Week (NCSW) in the U.S. First proclaimed a national event by the U.S. Congress in 1992, NCSW is meant to recognize and give appreciation to customer service professionals.

4 Tips for Effective Skills-Based Call Routing

Fonolo

Skills-based call routing sounds super technical! While there is a tech side to it, at its heart, skills-based call routing is all about peopl e. Still with me? Picture this: Y ou’re the coach of a soccer team. The opposing team is about to make a penalty kick, trying to score on your goalie.

Searching For New Customer Success Software? What You Need to Know!

ClientSuccess

As a customer success department manager or leader, you’re constantly looking for new tools and solutions to help your team reach the highest output possible.

Qualtrics Announces New Real-time Contact Center Solutions to Make Agents More Productive

CSM Magazine

Real-Time Agent Assist uses AI and Machine Learning to analyze customer needs and emotions, then deliver real-time coaching so contact center agents can take the best next step for customers.

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

What’s On the Minds of Today’s Top CX Experts?

Blue Ocean

Are you ready for the customer of the future? Today’s 6 th graders —who are playing video games on a TV while their laptop shows someone else playing video games on YouTube all while talking with friends through a PlayStation headset—are tomorrow’s customers.

3 Online Business Ideas and How To Fail Them With Poor Customer Service

CSM Magazine

An successful blogger and entrepreneur once said that small companies acting big in terms of customer service, fail. On the other hand, big companies acting small in terms of Customer Service, win.

Voice-only VoIP phone service vs. SIP Trunk Multiservice solution

NobelBiz

Internet communications have an unavoidable impact on business communications. From instant messaging to video conferencing to voice over Internet Protocol.

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Verint Consumer Research Reveals Crucial Customer Experience Needs in the Banking Sector

CSM Magazine

Across the globe, banks continue to face new challenges. The need to keep customers feeling supported and happy while ensuring they remain loyal remains a constant and critical goal for the banking sector.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Balto Announces Partnership with Five9 to Empower Agents with Conversation Excellence

Balto

Balto’s Real-Time Guidance is now available on the Five9 CX Marketplace as an accredited integration with Five9 Intelligent Cloud Contact Center.

Three methods of Voice Cancellation

SoliCall

Real time software-based Voice Cancellation is the technology of removing, in real-time, ambient voices of other people talking in the background.

Call Centre Data Security: 6 Ways to Protect Customer Data

Select VoiceCom Blog

In case you didn’t know, data is now the world’s most valuable asset, surpassing oil. It has become a commodity for many businesses because of how much it can predict trends and identify opportunities, which brands can use to improve their business processes to stay ahead of the competition.

Why Segmentation and Tiering Are Not the Same

Education Services Group

I’m just going to come right out and say it. It might break some hearts, but it’s important to get this out there. Customer segmentation and tiering are not the same thing! If you’re sitting there thinking, “of course, I know that. Don’t be silly!” Then, I’m relieved.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

5 Facebook Messenger Alternatives for Businesses (2022 Updated)

JustCall

Facebook Messenger is the number one instant messaging app among users, with 1.3 billion people using it every month–which is more than the number of users for Snapchat, Twitter, and Instagram combined. However, recent privacy and data issues have left users looking for viable alternatives.

Why Training Environment Matters: Setting Agents Up for Success with Realistic Technology Training

Vistio

Let’s start with what training looks like in most contact centers: new agents sitting in rows of chairs facing a PowerPoint presentation, frantically typing notes or trying to memorize information. Training should be as close to reality as possible.

Top 10 Business Phone Problems (And Easy Fixes)

JustCall

Like any other technology, business phone systems are not foolproof. You may encounter small issues every now and then. If you are facing issues and want to troubleshoot some of the common problems yourself, this guide is for you.

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