Tue.Jul 20, 2021

Embracing Agility in the Contact Center

Contact Center Pipeline

Agile thinking became the key to business survival during the COVID-19 crisis. Companies that could adapt quickly and creatively in the face of complex and unpredictable challenges proved that breaking with convention often can lead to a giant leap forward.

7 Books that changed our lives, will they change yours? – Essential summer reading

Beyond Philosophy

It’s summer reading season. Today, I will share seven books that are an essential summer read for anyone in business. I hope that these books will make the same impact on you that they did on me.

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Overcoming the Challenges of Medical Device Support

TechSee

In the medical technology field, manufacturers must provide medical device support for their products across a wide range of settings, including hospitals, urgent care centers, physicians’ offices, nursing homes, mobile units, and even individual homes.

Amazing Business Radio: John Ball

Shep Hyken

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow.

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.

Building Sales Confidence is Everything

Integrity Solutions

In many ways, building sales confidence is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently.

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More Trending

Supply Chain Risks: It’s Everybody’s Business

ConvergeOne

There is an old saying that states, “Take care of your house and let others worry about theirs.”

How to Reduce Customer Churn with a Person to Person Etiquette in Business

Nicereply

Stay calm, be cool, and stick with the person-to-person etiquette, and thrive in the professional space. One of the biggest pitfalls for businesses across the globe is the declining customer retention rate.

Recruiting Smarter: Key Tips for Hiring Quality Agents in the Work-From-Anywhere World

Vistio

Remote work is here to stay. As contact centers reopen, contact center managers and recruiters are faced with a new challenge: adapting pre-pandemic recruiting practices to a new business environment. But what if instead of adapting your old hiring practices, you take this time to start fresh?

How to Use Call Tagging to Enhance Your Contact Center?

NobelBiz

Imagine having to manage hundreds of document on a daily basis without a way to categorize them. In this regard, contact centers require a system for sorting, categorizing, and organizing all of their call data.

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.

Webinar Q&A: Why High Touch and Tech Touch Should Be Friends, Not Enemies

Education Services Group

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Watch it here if you missed it!).

Scale and efficiency—why AI makes more sense than medical scribes

Nuance

When I was interviewing at the University of Virginia Medical School for their residency program, they told me I’d see just as many patients in three years as the average resident in a four-year program because of their medical scribe program.

6 Tips to Optimize Your Call Center IVR

Fonolo

You’re probably familiar with IVR, or Interactive Voice Response, is a menu system that connects customers to the information they need in your call center.

How to Ask Sensitive Questions in Surveys

ProProfs Chat

A survey is an effective medium to collect feedback from your target audience. Sensitive questions on age, income, race, and religion form an unavoidable part of demographic surveys, market research surveys, health surveys, and so on.

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.

Building a Customer-Oriented Company: Strategies & Examples

Help Scout

Being “customer-oriented” boils down to one idea: helping people. As simplistic as it sounds, this ethos is the key to making it work as an organization.

Send Zapier SMS From VirtualPBX

VirtualPBX

Since we released our Business SMS feature, our Zapier Integration has allowed to you to receive SMS messages and act on them, such as by saving your messages in a spreadsheet or database. Our latest update lets you send Zapier SMS messages as an action.

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Importance of Employee Satisfaction Survey: Top 9 Reasons Decoded

ProProfs Chat

“It is true that work gives life its true meaning and makes it worthwhile. But when you are not appreciated by your leaders, are asked to work overtime, and the only thing you look forward to is the weekend – you might wonder if it’s really worth it?”

3 Things You Need to Know About Measuring and Boosting Customer Net Retention

ClientSuccess

As a CSM working in SaaS, you already know customers are worth their weight in gold to your business. It can be markedly more expensive to find new customers rather than keeping existing ones, not to mention taxing on internal resources.

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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.

How to get started understanding and improving employee satisfaction

delighted

At the end of the day, do your employees feel a sense of pride in the work they’ve accomplished? Do they feel motivated to reopen their laptops the next day to keep pursuing and achieving their goals? Do they feel productive, valued, and recognized for their contributions?

How do VoIP codecs affect your business?

Spearline

Voice over Internet Protocol (VoIP) is an efficient and cost-effective solution which allows individuals to make calls over an internet connection. It is a flexible system that converts your data, voice or video into digital signals.

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Chatbot vs. Live Chat: Which is Better for your Customer Service?

Comm100

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with.

How To Get Your Customers Thriving (Not Just Surviving) in the Wake of the Pandemic

Momentum Telecom

The way we approach work has been altered, potentially for good. While the workforce may not be completely remote, it doesn’t look the way it did before either. In the wake of the pandemic, we’re seeing the rise of the hybrid workforce. .

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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.

Guide to Porting Landlines to a VoIP System

FluentStream

Porting your phone numbers from a landline provider to VoIP sounds like a complicated process. But fortunately for businesses both big and small, all it takes is a little prep work for Number Porting to be a breeze. The most. Read More.

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Supply Chain Risks: It’s Everybody’s Business

ConvergeOne

There is an old saying that states, “Take care of your house and let others worry about theirs.”

Guide to Porting Landlines to a VoIP System

FluentStream

Porting your phone numbers from a landline provider to VoIP sounds like a complicated process. But fortunately for businesses both big and small, all it takes is a little prep work for Number Porting to be a breeze. The most. Read More.

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Why You Need Vanity Phone Numbers for Business?

JustCall

Did you know that 74% of customers contact customer service by phone? Moreover, did you know that customers and customers-to-be will prefer calling you to others only if your contact number is easy to remember? And, how about the well-known old jingle? How many cookies did Andrew eat?

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.

Building Confidence in Sales is Everything

Integrity Solutions

In many ways, building confidence in sales is about expanding belief boundaries, addressing some underlying perceptions and providing the type of sales training and coaching that maximizes strengths, encourages risk taking and helps your customers think differently.

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Best Zoho Survey Alternatives & Competitors

ProProfs Chat

Zoho Survey is a popular survey creation tool that helps you create a reliable and actionable survey in minutes. It has all the features required to create a basic survey.

Technology’s Most Significant Contribution to Sports Development

CSM Magazine

As we all know, technology has progressed throughout time. This implies it has taken a significant step toward making our lives smoother, and it is constantly striving to improve and provide a more industrialized living for all.