Thu.Sep 22, 2022

What’s the Best Call Center Software for Enterprise Contact Centers?

LiveVox

Call centers involve many moving parts to be able to provide support for customers over the phone. From its phone system to qualified agents, call center operations rely on numerous factors to function efficiently. Enterprises should consider each aspect of the call center with the utmost care.

4 Benefits of Conversational AI for Better CX

Concentrix

Discover the benefits of conversational AI in the contact center and how to prepare your organization for digital transformation. The post 4 Benefits of Conversational AI for Better CX appeared first on Concentrix. Thought Leadership

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Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed?

Beyond Philosophy

Memory Mini Series Part 1: Our Behavior is Motivated by What We Recall. So, How Are Memories Formed? This newsletter is the first of three I will publish on the subject of Memory. Memory is fascinating and a broad topic related to experiences.

The Great Re-Think

CCNG

Summer is typically a slower time of year for many organizations. It is time to recharge and prepare for the challenges and opportunities found in subsequent quarters. For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season.

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How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Critical Tools to Make Outbound Succeed

Contact Center Pipeline

It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic.

More Trending

Why Voice Tonality Isn't The Most Accurate Way To Recognize Customer Sentiment (And What To Do Instead)

MiaRec

When it comes to customer sentiment, voice tonality (pitch and volume of a person's voice) is often used as an indicator of how a customer is feeling. Speech Analytics

Content Pie #7: What Is Customer Experience?

Nicereply

What is customer experience and what are its foundations? We will look at the key factors that will help you to achieve an excellent customer experience. A new episode is out and as usual, you’ll find here recommended articles and ebook tips that lead to achieving long-term customer satisfaction.

SaaS Tools for Business Growth: Five Essentials You Must Have

Totango

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency.

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Distribution List vs Shared Mailbox vs Shared Inbox: What’s Your Best Pick?

HelpCrunch

Shared mailbox vs distribution list – all businesses, especially customer-facing ones, have to deal with this question sooner or later. Oh, and don’t forget to add shared inboxes to that squad. The reason is obvious [ … ].

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5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

CX Annuities Solve CX ROI & Tenure Dilemmas

ClearAction

CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience.

Efficient Transactions are Key to Digital Service for Public Sector Agencies

Helpware

Efficient Transactions are Key to Digital Service for Public Sector Agencies. Digital CX Public Sector

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5 reasons companies still invest in Community in an economic downturn

inSided

We’ve all been following the impact of the economic downturn we’re experiencing on SaaS companies, our own businesses, and others we use and love. So far, we’ve seen calls for more efficiency, down rounds, devaluation(s), freezes on hiring across the board, and unfortunately, even layoffs.

Auction House Giant Improves Call Center CX by Sweating the Details 

Fonolo

Ritchie Bros. is a big deal. Literally! As the largest auctioneer of heavy equipment and trucks on the planet, the company has been helping people around the world buy and sell with confidence since 1958.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Vonage AI Studio - Have They Cracked the Code with AI?

Jon Arnold

That’s the title of my latest article, running now on No Jitte r. This builds off of last week’s announcement of AI Studio from Vonage , and I think they’ve got the right approach here for connecting the dots among AI, CPaaS and CCaaS.

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Amazon SageMaker Autopilot is up to eight times faster with new ensemble training mode powered by AutoGluon

AWS Machine Learning

Amazon SageMaker Autopilot has added a new training mode that supports model ensembling powered by AutoGluon. Ensemble training mode in Autopilot trains several base models and combines their predictions using model stacking.

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Top 5 Customer Service FAQ Questions

Call Experts

If you’re planning to develop customer service FAQ questions for your customers, it’s essential to know the most common questions. . Common questions appear on a customer’s search bar or daily questions, while uncommon questions may overwhelm them.

How to Increase Customer Satisfaction in Retail

CSM Magazine

It is more important than ever to ensure customer satisfaction in a consumer environment where competition is high and disposable income low. To have the consumers speak of your company with high regard is the sure way to guarantee success and longevity in business.

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.

Dragon Speech Recognition is moving to the cloud. Here’s what it means for the legal sector.

Nuance

This year, we celebrated the 25th anniversary of our speech recognition software, Dragon. When we debuted Dragon at the World Trade Center in NYC, speech recognition was just starting to take off, and people in every industry were beginning to realize its potential.

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How Do Automatic Phone Callers Work?

LiveVox

Many automated tools and workflows exist to accomplish this. Automatic phone callers are one of these tools. The post How Do Automatic Phone Callers Work? appeared first on LiveVox. Omnichannel

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PCI Pal Launches Open Banking Payments for Contact Centres

CSM Magazine

The new digitally-native payment product, powered by open banking technology, offers consumers the choice to instantly Pay By Bank, authorising payments via their mobile banking app or online banking portal.

Five customer service tips for people with ADHD

Inside Customer Service

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. Customer service is hard.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

10 Ways New Companies Can Build Brand Trust in 2022

CSM Magazine

For new and developing companies, reputation is the ultimate goal. Budding firms must instill a sense of trust in their customers. The stakes have risen and to remain in the game, retaining and attracting new customers through the ability to deliver on a promise is crucial.

5 Common Sales Team Challenges and How to Fix Them

JustCall

Sales jobs come with a lot of pressures and challenges. A sales team has to be high-performing and efficient to achieve targets and gain new customers. In this process, there are several obstacles that they have to face regularly.

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What’s the Best Way to Increase Customer Retention?

CSM Magazine

Your customer retention rate tells you how many of your customers are staying with you, rather than defecting to a competitor. Of course, every business wants to retain 100% of its customers (and increase the amount they spend!),

How to Call India from the USA: A Complete Guide

JustCall

Long-distance calling is a little different from local calls. To call a number belonging to a different country, there are a few steps to be followed that you do not need if you are calling within your own country.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

How America’s Award-Winning Healthcare agency Implemented Kommunicate’s Chatbot to Automate 86% of customer conversations 

kommunicate

Last Updated on September 21, 2022 One of America’s biggest healthcare agencies automated more than 80% of their incoming conversations, and here’s how team Kommunicate helped them do it. FCB Health NewYork is part of the FCB Network of companies, giving marketing solutions to healthcare companies.

10 Reasons Why You Should Use Video Ads to 10 X Your Customer Service

CSM Magazine

You know how important customer service is for your business. It’s the make or break for many companies. Being customer-centric means never letting any question from your customer go unanswered or any email not responded to.

Why Business Development Is So Important

Andrew Mcfarland

Face-to-face networking. Face-to-face networking is an excellent way to meet new people in your field and build new relationships. In-person communication is more effective than email and phone conversations, allowing you to show your personality. Developing relationships in this way is crucial for your business growth. During face-to-face meetings, it is essential to be attentive to each individual. It is also helpful to bring along business cards to build your network.