NobelBiz
MAY 14, 2024
Contact centers have always been at the forefront of adopting technologies that can enhance the interaction between agents and customers. One of the most transformative technologies in recent years is conversational analytics. But what exactly is conversational analytics, and why is it becoming an indispensable tool in call centers? What Is Conversational Analytics?
Integrity Solutions
MAY 14, 2024
For many in sales, negotiation is one of the most challenging aspects of the job. More often than not, these salespeople approach negotiation as a win-or-lose endurance game, a contentious battle that pits two opposing sides against each other. “Winning” means convincing the customer to accept your point of view—even if the outcome isn’t necessarily in the customer’s best interest.
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Call Design
MAY 14, 2024
There’s nothing quite like the feeling of receiving positive feedback on a schedule you just published and ideally hearing that you’ve done a good job. Unfortunately, during my time as a Scheduler, these interactions were often few and far between. Thankfully Workforce Planning has evolved over the years, with a greater focus now on employee engagement rather than just maximising performance.
Helpware
MAY 14, 2024
Are you tired of juggling the demands of different IT projects and constantly trying to do more with less? You are not the only one. A Clutch study found that over 37% of small businesses currently outsource at least one business process, with IT services making the top of the list. This number grows even larger when we look at enterprises, about 90% of Fortune 500 companies outsourcing at least some portion of their IT needs.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
AnswerConnect
MAY 14, 2024
Considering a live chat answering service for your business? Here’s everything you need to know, from implementation to best practices to measuring success. The post Should your business invest in live chat answering services? appeared first on AnswerConnect Blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Cisco - Contact Center
MAY 14, 2024
When Strategy and Planning Manager Wendy S. joined Cisco full-time, she knew she had access to incredible benefits she now leans on for support and well-being.
24-7 InTouch
MAY 14, 2024
BOGOTÁ, COLOMBIA, MAY 14, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, won two major awards at the 2024 Customer Experience Interaction Awards presented by BPrO in Cartagena, Colombia. The company won Silver for Best Social Responsibility Initiative, while Marcela Ramírez, VP of LATAM Operations at IntouchCX, was named the Executive of the Year.
Working Solutions
MAY 14, 2024
In the rapidly evolving landscape of customer service, the emergence of the On-Demand GigCX Model marks a significant shift away from conventional approaches. Offering unparalleled flexibility and scalability, this model allows businesses to adapt to fluctuating demands with ease—a stark contrast to the rigid, resource-intensive nature of traditional contact centers.
CSM Magazine
MAY 14, 2024
Your work environment should be a professional place where you feel safe and enabled to perform to the best of your potential. When you experience any form of harassment or bullying in the workplace, it creates hostility. Both offences should be taken seriously. But is there a difference? In this article, we aim to help you identify and understand the difference between harassment and bullying in the workplace.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 If so, this webinar is for you! What was once a common practice in the call center is now a barrier to success. Manual call monitoring is no longer an option if you want to proactively coach your agents to ultimately improve the customer experience using data-driven insights. Join this webinar with Angie Kronlage and April Wiita of Working Solutions to discuss how you can modernize outdated, manual call review processes through the power of autom
Balto
MAY 14, 2024
St. Louis, MO – Balto, the first company to provide real-time guidance to contact centers, has been named as a finalist in the Automation Solution of the Year category at this year’s CCW Excellence A wards. The awards aim to elevate the standards of the contact center industry by recognizing the most innovative companies and top-performing executives for their outstanding contributions, innovative ideas, creativity, and excellence in all aspects of contact center operations.
CSM Magazine
MAY 14, 2024
Customer service often becomes the battleground where loyalty is won, and brands are differentiated. The saying “the customer is always right” has evolved into recognizing customer service as a crucial aspect of every business. Effective customer service training is a strategic imperative for businesses aiming to foster satisfaction, loyalty, and competitive advantage.
JustCall
MAY 14, 2024
You’ve got a fantastic team, but they need some extra knowledge to truly shine. Training them is the key. But it takes time. Wouldn’t it be great if they could start helping customers quickly without sacrificing valuable time? The longer training takes, the more it can impact your bottom line. The solution? Efficient training systems. Whether you have an established remote team or are hiring new agents, streamlining the onboarding process can help reduce training.
TCN
MAY 14, 2024
We’re thrilled to announce some exciting new features we’ve rolled out in the first quarter. The post What’s New in Operator Q1 2024 appeared first on TCN.
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
JustCall
MAY 14, 2024
Higher average wait time (AWT) almost always leads to higher abandonment rates and lower CSAT scores. No one likes to wait more than a few minutes to connect with a support agent (unless there’s a grave issue that’s worth the wait). So why does AWT go up at call centers? Usually, because there aren’t enough agents to deal with the volume of calls, the IVR system isn’t optimal, agents are spending too much time on repetitive queries, or there are training and workflow bottlenecks.
Tethr
MAY 14, 2024
Learn the differences between CSAT vs NPS vs CES and when to use these customer experience metrics.
ClearAction
MAY 14, 2024
8 Keys to Better VoC Methodology Lynn Hunsaker VoC methodology is the starting point for buy-in and enthusiasm around customer insights. Do you want more executive support? Less pressure to show financial gains? Higher internal engagement in using customer insights for seamless journeys? In this Part 2 of 3 article series, we’re building on the 8 points explained in Better Measurement : 8 Voice of Customer Keys to CX ROI.
Help Scout
MAY 14, 2024
Empathy is a core component of every good customer experience. Learn why it’s important and ways to infuse empathy into your customer service interactions.
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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.
Cisco - Contact Center
MAY 14, 2024
Webex powered our in-booth coffee bar experience at HIMSS 2024 with mobile ordering by Webex Connect. Discover how Webex Connect can power seamless end-to-end patient experiences with the tap of a finger.
AWS Machine Learning
MAY 14, 2024
Recent advances in artificial intelligence have led to the emergence of generative AI that can produce human-like novel content such as images, text, and audio. These models are pre-trained on massive datasets and, to sometimes fine-tuned with smaller sets of more task specific data. An important aspect of developing effective generative AI application is Reinforcement Learning from Human Feedback (RLHF).
JustCall
MAY 14, 2024
Modern sales is quickly ditching physical phone systems in favor of smarter automated dialing solutions, including progressive dialer software. We’re glad you’re considering making this shift as well. Now, there are many outbound progressive dialer options to choose from, but your final decision should ultimately depend on one thing: ROI. “ROI” doesn’t just mean the product cost.
CSM Magazine
MAY 14, 2024
Avaya has unveiled a series of important enhancements to the Avaya Experience Platform (AXP), that further Avaya’s leadership in Enterprise CX as well as its commitment to delivering Innovation without Disruption. Avaya’s robust and comprehensive CX platform, trusted by large Enterprises globally, empowers customers to maintain their core capabilities while evolving through flexible innovation paths, including on-premises, private cloud, public cloud, or hybrid deployment models.
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A CX myth is something widely believed or implemented that is based on “how we’ve always done it” thinking, rather than delivering truly innovative customer experiences. What CX myths are holding organizations back from top-level customer experience performance? What can companies do to find solid ground and move forward successfully? In this guidebook, we answer those questions and more as we explore three key myths and two strategies that you can use to replace them.
Go Hire- ContactCenter
MAY 14, 2024
In our latest interview, we sat down with Jessica Miller-Merrell, also known as Jess, a leading voice in HR and talent acquisition and the Founder of Workology. Jess shared insights from her extensive experience and discussed the growing importance of TikTok recruiting videos. Jess runs the popular HR blog, Workology, which she started in 2007. Her blog reaches about a million people monthly.
CSM Magazine
MAY 14, 2024
CommBox, the leader in AI and automated customer communications, is today launching its new partner programme, CommBox Connect. This programme opens CommBox’s market-leading technology to the broader customer service ecosystem, offering new revenue streams, faster time-to-value, and a more diversified client portfolio. This extension of CommBox’s AI and automation capabilities equips partners with an all-in-one solution to automate and digitise customer communications, an increasing
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