Wed.Aug 10, 2022

5 Ways to Improve Customer Experience in a Contact Center

Calltools

Consumers have high expectations when they purchase an item or service. That means that the primary goal of a contact center should be providing a seamless and efficient customer experience. Anything less will cost your company new customers and encourage established customers to go elsewhere.

101 statistics on patient experience, satisfaction, billing and more

Callminer

In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient experience, satisfaction, billing, and more

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DaaS to the Desktops

Contact Center Pipeline

This past year’s holiday shopping season and ensuing post-holiday calls to customer service were among the most challenging that contact centers have ever endured.

The One With The Mad Max World of Travel Today

CCNG

Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents.

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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.

7 Writing Skills You Need to Know To Attract More Customers

Nicereply

To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing.

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Top 5 Benefits of Chatbots in Customer Service

Comm100

You might already know that you can automate a high portion of common support questions with chatbot software , but it can do so much more. Just like any new technology that disrupts an established industry, the benefits of chatbots are far-reaching.

Customer Success KPIs: What CSMs Need to Know

ClientSuccess

How does your CSM team measure success? Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same.

How To Stay Connected With Customers

TeleDirect

If your business finds staying connected with customers a challenge, you’re not alone. Connecting with customers can feel tricky, especially on top of running a company. However, it’s crucial to seeing success in your business. Connected customers are happy ones.

15 Major Call Center Technology Trends For 2022

OctopusTech

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers.

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.

How To Stay Connected With Customers

TeleDirect

If your business finds staying connected with customers a challenge, you’re not alone. Connecting with customers can feel tricky, especially on top of running a company. However, it’s crucial to seeing success in your business. Connected customers are happy ones.

Can automation improve customer service? Here are 6 ways it can.

Tethr

Wondering how to automate customer service tasks? (Or Or even if you should) We’ve identified six areas where automation can improve your customer experience – without making it impersonal.

5 Reasons to Hire a Call Center Service

TeleDirect

Importance of Call Center Service to Your Business. The world has changed rapidly over the past few years. As a result, we’ve learned the true importance of a call center! Call centers of all types helped society run when the world changed due to Covid-19.

AI for CX 101: Conversational AI Metrics that Matter

Netomi

Metrics are critical in order to gauge the performance of both support teams and the technology solutions behind them in any project. In our customer case studies , we frequently talk about milestones such as our customers reaching deflection rates of X%, yet what do these terms really mean?

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.

Call Center Metrics and KPIs: How to Measure Call Center Performance

TeleDirect

Regardless of the industry you’re in, your company’s call center is the beating heart of your whole operation. It’s your main source of communication and customer service and the first place your clients turn when they have questions, experience issues or require support of any kind.

The Wine Society Selects Secure Automated Payments from Encoded

CSM Magazine

Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that The Wine Society has successfully implemented its Gateway Services, Agent Assisted and E-Commerce Payments technology to meet increased demand as orders soared during the pandemic.

BPO Industry Trends for the Rest of 2022

TeleDirect

BPO, or business process outsourcing, is the secret weapon of brands across the globe!

Press One to Do This, Two to Do That … Phone Tree Abuse!

Shep Hyken

We’ve all experienced it. We’ve called the customer support line, and a pre-recorded message answers stating, “Press one for this, two for that, etc., Well, it happened to me again – the third time this week – and this is how it went down. . I listened to the prompts.

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.

How To Stay Connected With Customers

TeleDirect

If your business finds staying connected with customers a challenge, you’re not alone. Connecting with customers can feel tricky, especially on top of running a company. However, it’s crucial to seeing success in your business. Connected customers are happy ones.

Amazon SageMaker Automatic Model Tuning now supports SageMaker Training Instance Fallbacks

AWS Machine Learning

Today Amazon SageMaker announced the support of SageMaker training instance fallbacks for Amazon SageMaker Automatic Model Tuning (AMT) that allow users to specify alternative compute resource configurations.

5 Reasons to Hire a Call Center Service

TeleDirect

Importance of Call Center Service to Your Business. The world has changed rapidly over the past few years. As a result, we’ve learned the true importance of a call center! Call centers of all types helped society run when the world changed due to Covid-19.

3 Reasons Why Contact Centers Shouldn’t Cut Budgets During a Recession

Balto

Share on Twitter. Share on Facebook. Share on LinkedIn. When it comes to outlasting a global recession, sometimes it’s less about how you save money and more about how you spend it.

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.

Call Center Metrics and KPIs: How to Measure Call Center Performance

TeleDirect

Call Center Metrics and KPIs: How to Measure Call Center Performance. Regardless of the industry you’re in, your company’s call center is the beating heart of your whole operation.

Call Center Phone Systems and CRM Integrations

LiveVox

One of the top priorities every contact center has at the top of their list is to deliver a wonderful, satisfactory customer experience. Most companies require agents to undergo weeks worth of training before starting on the phones.

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BPO Industry Trends for the Rest of 2022

TeleDirect

BPO, or business process outsourcing, is the secret weapon of brands across the globe!

How to Call Mexico from the US (A Complete Guide)

JustCall

If you’re someone looking to outsource or expand your work in Mexico, or just looking to get in touch with a family member there, learning how to dial from the US to Mexico is a must. .

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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 to Successfully Land a Job in Customer Service

CSM Magazine

Customer service jobs are one of the most in-demand positions in today’s economy. They pay well and don’t always require a high level of education. If you’re new to the job market, this is a great place to start your career!

How Long Does it Take to Switch Phone Carriers (A Complete Guide)

JustCall

Contrary to common assumptions, moving your VoIP ( Voice over Internet Protocol ) phone number to a different carrier takes a lot of time. The complete transfer is a lengthy process that involves following complex telecom laws and might take a week or four.

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Fast Promotion of an Online Store on Instagram

CSM Magazine

Today, many brands want to get ahead by maintaining an account on Instagram because it is a popular platform that almost all people use. However, not everyone manages to achieve success in a short time and entrepreneurs often quit this business.