Call Center Technology Trends That Will Impact Customer Service
SQM Group
APRIL 18, 2023
Learn about call center technologies that can help companies transform the way they deliver customer service more efficiently and effectively.
SQM Group
APRIL 18, 2023
Learn about call center technologies that can help companies transform the way they deliver customer service more efficiently and effectively.
Fonolo
APRIL 18, 2023
Is your contact center staying on top of advancements in AI and automation ? There’s a lot to learn, but these sophisticated new tools can improve your operations in so many ways. New KPIs offer next-level insights into operations. Real-time agent assist helps agents understand customers’ emotions. Chatbots and call-backs create rewarding self-service experiences for customers.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Playvox
APRIL 25, 2023
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.
ShepHyken
APRIL 11, 2023
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.
Advertisement
Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Real Blue Sky
APRIL 17, 2023
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
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Calltools
APRIL 5, 2023
Financial service call centers are responsible for both inbound and outbound calls that deal with sensitive information. Often, these financial calls are time-sensitive as well. As such, financial service call centers must employ the right tools to allow their agents to reach clients most effectively. A predictive or preview dialer service can help improve efficiency for specific financial call centers.
LiveVox
APRIL 10, 2023
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
MiaRec
APRIL 21, 2023
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.
ShepHyken
APRIL 4, 2023
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.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Steve DiGioia
APRIL 3, 2023
Sure. Coming out of the COVID pandemic, many businesses are still having difficulties hiring enough employees to properly service their customers. I understand that. But, if that’s the case, at least find a few seconds to acknowledge the customers who enter your door, regardless of how busy you are. Example: The other day, my family and I entered a restaurant for a late lunch.
HelpCrunch
APRIL 3, 2023
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.
Eptica
APRIL 19, 2023
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.
Toister Performance Solutions
APRIL 27, 2023
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.
Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions
💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!
Totango
APRIL 18, 2023
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
ShepHyken
APRIL 25, 2023
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.
Cisco - Contact Center
APRIL 14, 2023
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.
Calltools
APRIL 19, 2023
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.
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.
TeamSupport
APRIL 24, 2023
As a customer support professional, you understand that customer experience is one of the key components to a successful business. Because of this, you’re continuing to navigate through the ever changing landscape of customer service by implementing solutions that enhance the customer experience. Nowadays, one of the most prominent ways to revolutionize your customer support efforts is to offer multiple channels of communication for your customers to reach out to you, including live chat.
ThriveableBiz
APRIL 11, 2023
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.
FluentStream
APRIL 10, 2023
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.
Nicereply
APRIL 12, 2023
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.
Advertiser: ZoomInfo
Marketing technology is essential for B2B marketers to stay competitive in a rapidly changing digital landscape — and with 53% of marketers experiencing legacy technology issues and limitations, they’re researching innovations to expand and refine their technology stacks. To help practitioners keep up with the rapidly evolving martech landscape, this special report will discuss: How practitioners are integrating technologies and systems to encourage information-sharing between departments and pr
Cisco - Contact Center
APRIL 6, 2023
How Cisco Secure Endpoint can protect you now and into the future As the way the world works continues to shift, we are driving towards the delivery of the Cisco Security Cloud.
kommunicate
APRIL 5, 2023
Last Updated on April 5, 2023 Kommunicate announced it had achieved the High Performer award by G2, the world’s largest and most trusted software marketplace. Kommunicate is also ranked 3rd in ‘Ease of Use’ by users in the bot platform category. This recognition is based on the responses of real users for each bot platform-related [.] The post Kommunicate Named a High Performer in the Grid® Report for Bot Platforms appeared first on Kommunicate Blog.
TeamSupport
APRIL 12, 2023
Any customer support team receives a range of customer requests throughout the day. These can include requests for adding new users, “how-to” questions, password retrieval, and more. The requests are often recurring, and a technology-based customer support tool is needed to implement an agent workflow that allows easy and efficient management of each customer request.
Playvox
APRIL 21, 2023
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.
Advertisement
Contact center leaders understand that frontline agents need in-call guidance to manage complex calls and drive higher levels of employee and customer experience. Real-time agent assist technology is enabling leading contact centers to accomplish these goals.
VirtualPBX
APRIL 12, 2023
As the world becomes increasingly mobile, businesses must adapt to new communication methods in order to stay relevant and effectively reach their customers. One such method that has emerged as an invaluable resource for businesses is texting. Texting provides a convenient, quick, and efficient way for businesses to communicate with their customers, making it an essential tool for businesses of all sizes.
Method:CRM
APRIL 11, 2023
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.
Cisco - Contact Center
APRIL 20, 2023
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.
Let's personalize your content