Sat.Jun 18, 2022 - Fri.Jun 24, 2022

Optimizing Agent Performance

Contact Center Pipeline

As an enthusiast of nature and intelligence for the majority of my life, I was fortunate to be introduced to artificial intelligence (AI) when it wasn’t still a buzzword, even in dusty computer labs of the ‘90s.

5 Ways AI Chatbots are Changing the USA Healthcare Industry


Last Updated on June 18, 2022 “The vision for our assistant is to help you get things done.” These were the exact words used by Sundar Pichai in 2018 in his demo of Google Duplex, an AI-powered voice agent that is an added feature to Google Assistant.


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Are you Call Recording or Call Analyzing?


For years, companies have been recording customer calls for quality assurance, compliance and risk mitigation. For those purposes, standard call recording solutions work fine.

APIs 68

Creating Location Inclusion


Let’s make 2022 the year of Location Inclusion. What is location inclusion? To me, Location Inclusion means making sure everyone is valued, regardless of where they live and work.

CCNG 195

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

5 Rules for Effective Customer Research That Make A Difference

Beyond Philosophy

Podcast Summary. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

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According to Steve #5 – A Little of This, A Little of That

Steve DiGioia

I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I know he was testing to see if you’d pick up the next piece. It was fun watching those new employees who didn’t know about his tactic.

What is a Key Differentiator of Conversational AI?


You’ve probably noticed that your customers are impatient. When they search your website for answers or reach out for customer service or support, they want answers now. Chatbots help you meet this demand by allowing your customers to type or ask a question and get an answer immediately.

5 Rules for Effective Customer Research That Make A Difference

Beyond Philosophy

It annoys me when I ask clients what their customers say, and they tell me what they learned in a survey seven years ago! That’s too bloody long to go between customer research projects. The world has changed enormously in the past two years, let alone the past seven.

Adjusting Headsets for the New Normal

Contact Center Pipeline

Headsets have become the universal symbol for contact centers, and contact center agents, and for good reason. For it is through these essential appliances they connect with customers, supervisors, and colleagues.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Good Intentions Can Be More Important Than Perfection

Shep Hyken

Not long ago, I wrote about calling your customer or an employee “honey.” It generated dozens of comments. One of our subscribers made a good point.? .

How to Use Touchpoint Mapping to Optimize the Customer Journey


Optimizing the customer journey is one of the best ways to ensure your sales funnel converts well and maintains a high ROI. It also boosts customer satisfaction, increasing customer retention, loyalty, and overall brand affinity. So, how exactly can you optimize the customer journey?

Customer Success in SaaS: A Complete Guide & Best Practices


Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies.

4 Ways To Improve Customer Experience in Your Call Center


Four ways to improve customer experience in your call center (with examples). The post 4 Ways To Improve Customer Experience in Your Call Center appeared first on Livevox. Customer Experience

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Q&A recap | 2022 SaaS retention benchmarks


2022 continues to be a grave reminder that change is constant. With the “great resignation,” fluctuations of the public and private markets, and the omnipresent pandemic, we find ourselves continuously, and quickly, adapting to the shifting landscape. What does this mean for B2B SaaS businesses?

Rants of a Customer Success Analyst: Bungee Jumping and the Adoption Leap

Education Services Group

The Reason. The bridge looks old. It looks to have once been an operating railroad bridge, now reinforced and refurbished to serve its current purpose.

Building Customer Rapport Is Essential To Retain Customers

Call Experts

Customer retention is a huge deal for your organization, so it’s important you put some effort into building a better customer rapport. This article will explain customer rapport, why it’s essential, and how contact centers can support your customer service efforts. .

Create QR Codes with the VirtualText App


While it may have taken awhile for consumers to fully understand and embrace QR Codes, we’ve collectively moved on from the early adoption phase. According to data from Statista, In 2021, 75.8 million smartphone users in the United States scanned a QR code on their mobile devices, up by 15.3

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Training The Virtual Contact Center


Cisco Live! Was an eye-opening and exciting event for our team, and the feeling on the ground was electric.

Episode #22 – Fostering Compassion in the Workplace

Russel Lolacher

In this episode of Relationships at Work, Russel chats with management consultant, executive coach and speaker Liz Kislik on the importance of compassion in the workplace.

Artificial Intelligence Firm ASAPP Releases New AI Transcription Service for Call Centres

CSM Magazine

ASAPP the AI Cloud company has made a number of announcements recently for its AI services. Today the company announced availability of AutoTranscribe and claims it to be “the most accurate , real-time, speech-to-text transcription service” for call centres.

Why do Universities & Colleges Choose Comm100 Live Chat?


Today’s students have sky-high support expectations, but with a reliance on phone and email, many higher education institutions are failing to meet these needs.

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.

The future of customer engagement is bright with Microsoft and Nuance


This post is co-authored by Charles Lamanna, General Manager, Business Applications Platform, Microsoft. Since Microsoft and Nuance joined forces earlier this year, both teams have been clear about our commitment to putting our customers first.

Why You Should Never Underestimate The Value Of The Voice of the Customer


The Voice of the Customer (VOC) is one of the most obvious, yet underutilized tools organizations have at their disposal to create outstanding customer experiences, increase customer loyalty and retention, and boost profits. Call Recording Speech Analytics

The Cost of High Customer Effort

CSM Magazine

We all know we need to strive for positive customer experiences and do everything we can to avoid negative customer experiences. What many CX leaders fail to consider, however, is the relationship between your customer experience and your bottom line. What is a “Bad” Customer Experience?

Company Culture: 7 Ways to Maintain Values Within a Remote Team


How important is company culture? Is it just a matter of boosting employee morale so they can perform their work better? Is it setting up the workplace in such a way as to make it conducive to productivity and ideas generation?

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

Deepfakes vs biometric security. (And why voice biometrics still wins.)


Deepfake videos seem to be hitting the headlines ever more frequently. Last year, it was imitations of Tom Cruise. This year, imitations of Ukrainian President, Volodymyr Zelenskiy.

3 Steps to Realizing Disaster Recovery


With the looming threats of natural disasters and cyber disasters like ransomware, organizations need to position themselves to defend against constant threats while still providing value to their customers. What does disaster recovery mean to you?

What is Customer Success enablement?


You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight.