April, 2023

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Call Center Technology Trends That Will Impact Customer Service

SQM Group

Learn about call center technologies that can help companies transform the way they deliver customer service more efficiently and effectively.

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Remote Agent Training In Contact Centers: 5 Key Strategies

Playvox

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be? Here are five winning strategies. 1.

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Customer Service Is a Team Sport

ShepHyken

The other day I was having breakfast with 11 of my friends. The server came over, introduced herself, and said, “I’ll be taking care of you.” She took our orders, and a few minutes later, a different server dropped off three of our meals. Then, two more servers brought a few more meals a moment later, and another server showed up just after that with the rest of our meals.

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Continuous Improvement in the Contact Center

Real Blue Sky

The contact center is the primary hub of contact between your organization and your customers. Ken Blanchard is credited with reminding us to “Take care of your customers or someone else will.” It is critical that contact centers operate effectively to efficiently meet customer expectations. Continuous improvement is essential for customer operations to remain competitive in today’s fast-paced omnichannel environment, yet in practice, we see organizations are not applying a continuous i

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Contact Center Dialers Demystified

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

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Why Voice is the Premium Customer Service Channel for Luxury Brands

Avoxi

61% of consumers prefer speaking to customer service reps on the phone for assistance, there’s no denying the impact voice channels have on improving luxury customer experience.

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Contact Centers and IT Must Partner for Transformation: Starting with the Agent Desktop

LiveVox

CIOs are feeling the heat to deploy digital technologies faster to stay ahead of the competition. As companies strive to create meaningful connections with their customers through more interactive and engaging experiences, the lack of qualified IT workers is limiting how quickly they can execute their plans. By Patrick Summe, Chief Technology and Engineering Officer, […] The post Contact Centers and IT Must Partner for Transformation: Starting with the Agent Desktop appeared first on LiveV

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Top 6 Topic Analysis Use Cases For Any Contact Center

MiaRec

As you see Voice Analytic solutions promote their Topic Analysis capabilities, you start to wonder what is so special about organizing calls by topics. Because Topic Analysis is such a versatile tool, it is hard to give a simple answer on how to best use it. It can boost agent morale, reduce customer churn, catch potential problems before they happen, and so much more.

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Tipping Used to Be For Good Service

ShepHyken

The other day I was at the airport and ordered a chicken sandwich from one of the “to go” restaurants. When it came time to pay, they didn’t ask me for a tip. For a moment, I thought, “Did I go back in time?” This is just my opinion, but the concept of tipping is getting out of hand. I go to a fast-food restaurant and order a burger and fries. The person behind the counter takes my money and gives me my food.

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Announcing New Tools for Building with Generative AI on AWS

AWS Machine Learning

The seeds of a machine learning (ML) paradigm shift have existed for decades, but with the ready availability of scalable compute capacity, a massive proliferation of data, and the rapid advancement of ML technologies, customers across industries are transforming their businesses. Just recently, generative AI applications like ChatGPT have captured widespread attention and imagination.

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The New GTM Playbook: 18 Ways to Future-Proof Your Sales Team

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

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Let your employees work from anywhere with a web UI

Eptica

Date: Friday, April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Let your employees work from anywhere with a web UI Published on: April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs). Our latest blog post explains what a web UI is and the benefits it provides.

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How to Deliver An Outstanding Omnichannel Customer Experience

Playvox

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. No matter where your customers get service, they’ll expect outstanding customer experience (CX), so you’ll have to be ready. Make sure your contact center is set up for digital success behind the scenes so that you can provide the experiences your customers demand.

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Totango AI innovations set to boost customer success productivity

Totango

Welcome to the era of “do more with less.” That phrase has become the earworm of 2023, stuck in our head no matter how many other tunes we try to sing. In this uncertain time, many business leaders are seeing budget cuts, longer sales cycles, and forecasts being continually reexamined … but there is good news. This is the moment for CS to shine. As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it h

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How the FIT model gets your team to love SMART goals

Toister Performance Solutions

Do your customer service goals inspire the team? If not, the FIT model might be the cure. It helps you write goals that give your team clarity, inspire teamwork, and encourage the right behaviors. The FIT goal model also makes costly incentives, prizes, and leaderboards completely unnecessary. In fact, the model works by getting rid of all that nonsense.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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Act Like an Owner – Revisited!

ShepHyken

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. In preparing for an upcoming speech, I worked with Anthony Demangone, CMO of the National Association of Federally Insured Credit Unions.

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Can Call-Backs Do More For Your Contact Center?

Fonolo

Using call-backs to eliminate hold time for your customers is an easy win! It improves your CSAT scores, supports your agents and helps smooth out call spikes in the contact center. What’s not to love? Call-backs are a simple, elegant answer to a great big CX problem. But did you know your call-backs can do more? Top 7 Problems Fonolo Call-Backs Can Solve If you work in a contact center, chances are you are familiar with the traditional way to use call-backs.

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Connecting the grid: Rugged routers that connect your business anywhere

Cisco - Contact Center

Co-authored by Marcus Smith Utilities are facing greater challenges than ever before. Electricity grids need to handle more sustainable, distributed, and variable energy sources.

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How to create a QR code survey: Gather feedback wherever your customers are

delighted

Online survey distribution methods (think email, link, and website surveys) get great response rates and garner high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while their experience is still fresh. QR code surveys, available with our Link survey distribution method , extend those same benefits to feedback collection during real-world physical interactions.

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AI in Contact Centers: Navigating the Future of CCaaS with AI that Matters

Experience the transformative power of AI in customer service! Discover how AI-driven contact centers revolutionize interactions, streamline operations, and deliver hyper-personalized experiences. We will explore three different ways that AI can optimize the operations of a contact center: The Role of Conversational AI in Self-Service Supporting Contact Center Agents with Agent Assist AI Empowering Contact Center Supervisors with Performance AI We will also look to the future of AI in the contac

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Choosing Between a Predictive Dialer or Preview Dialer

Calltools

Predictive dialers and preview dialers have unique features that can meet your campaign’s needs. Which one should you choose for your next outbound dialing campaign? The answer depends on what you want to achieve. Make the right decision by learning more about the benefits of predictive dialers and preview dialers and which option companies in your industry usually choose.

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How to Collect In-App Feedback: Methods and Best Practices

HelpCrunch

Let’s be honest, our job, as marketers, managers, and developers, will never end because we have to constantly think about how to surprise a customer more. How to make their experience more pleasant, outstanding, and [ … ] The post How to Collect In-App Feedback: Methods and Best Practices appeared first on The HelpCrunch blog.

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Empowering Patients: The Role of Live Chat in Making Healthcare More Accessible

Comm100

Accessibility is critical in healthcare. Since 2016, the United Kingdom’s National Health Service has enforced the Accessible Information Standard. In the US, the CDC follows the Disability Inclusion in Programs & Activities toolkit. In December 2022, Health Canada published its first Accessibility Plan. These policies outline the commitment of governments to keep accessibility top of mind when delivering services, programs, and communication.

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23 Steps to Thrive in 2023: Tips for Small Business Owners

ThriveableBiz

This year is continuing to be unpredictable for small business, throwing both obstacles and opportunities in our path. Here we offer a countdown of 23 actions you can take to navigate through 2023. Not in order of importance but a simple map of steps you can take to set yourself up to thrive. So, let's get into our top 23 tips for small business. 23.

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How to Create Unique Customer Journeys to Optimize Business Outcomes

Speaker: Shawn Phillips, CCXP, Head of Growth and Innovation

A one-size-fits-all approach is a great approach – if it’s 2010. With the growth of AI, customers expect – and often demand – a customer journey based on their unique needs and history with your brand. Advanced platforms enable you to move beyond simple personalization or mass customization to create truly unique customer journeys that optimize outcomes for both your customers and your brand.

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Cisco and Microsoft Work Together to Deliver Zero Trust and SASE

Cisco - Contact Center

As businesses shift to running more applications in the cloud, the end-to-end control points that customers once owned have disappeared, making it challenging to securely deliver exceptional… Read more on Cisco Blogs

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FluentStream Starts 2023 Stronger and Even More Customer-centric than Ever

FluentStream

We started the year off with a bang! (and then 3 more bangs!) We are beyond ecstatic to announce that FluentStream has already won not one, not two, not even three, but four awards for our cloud communication offering and. Read More The post FluentStream Starts 2023 Stronger and Even More Customer-centric than Ever appeared first on FluentStream.

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What It Takes To Build a Strong Customer Service Team Culture

Nicereply

A strong customer service team culture is the direct result of trusting, engaged employees. Team culture has become a bit of a buzzphrase over the past few years, but for good reason. People spend a lot of time at work and walking into a nightmare environment with a team you don’t really jive with can take its toll. On the other hand, being part of a team that fosters a positive attitude and believes in the company’s vision and goals , can be an amazing experience.

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Beyond Omnichannel Analytics: Don’t Sell Your Customer Experience Short. Here’s How Game Changers Do It

LiveVox

Omnichannel analytics and delivering a quality customer experience is at the top of the list for contact centers. This can only be accomplished when well-oiled gears are running behind the scenes. The post Beyond Omnichannel Analytics: Don’t Sell Your Customer Experience Short. Here’s How Game Changers Do It appeared first on LiveVox.

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Is Training the Right Solution?

Speaker: Tim Buteyn

Let's set the scene: you’ve identified a critical performance gap in your organization and need to close that gap. A colleague suggests training, but you suspect there’s something going on that training can’t address. How can you determine if training is the right solution before you commit your budget and resources to a new training program? In this webinar, you will learn how to determine if training is the right solution using the Behavior Engineering Model.

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Protecting Your Contact Center Agents’ Emotional Well-Being

Playvox

Every workplace has its pros and cons, but contact center agents have one of the toughest jobs out there. They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Just like agents are protecting your company, contact center leaders and managers need to protect them and their mental health. Building a supportive work climate is the first step.

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How to keep customers happy with a Xero customer portal

Method:CRM

Are you looking for a way to keep your customers satisfied and less stressed with their payment experience? A Xero customer portal is a great way to reap benefits like fast payment processing, which are sure to keep customers coming back. In this article, you’ll learn all the benefits of a Xero customer portal. You’ll also get a step-by-step walk-through on how to create a Xero customer portal.

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Make your network yours with CML 2.5 annotations

Cisco - Contact Center

Cisco Modeling Labs (CML) 2.5 arrives with annotations, a new feature for all CML license levels. When learning and designing, annotations let you get the most out of your labs.

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