AI in Call Centers: Top innovations for 2021
APRIL 21, 2021
Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic.
Expert insights. Personalized for you.
We have resent the email to
Are you sure you want to cancel your subscriptions?
For years now, pressure on the world’s healthcare professionals has been mounting—with aging populations, increased documentation requirements, and then a global pandemic. In this new study, HIMSS and Nuance explored the impact on clinicians in several countries around the world. MORE
Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. The popularity and adoption of podcasting continues to rise. MORE
Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform Caribbean Airlines relies on AVOXI’s global communications software to effectively manage their inbound reservations, connecting their North American and Canadian customers with agents in their Trinidad and Tobago call center. MORE
The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse. MORE
Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. MORE
By Peg Ayers. When your contact center manager leaves, or you create a new management position, you should always look for a long-term replacement, right? Not necessarily. While a long-term replacement is often the right move, sometimes it’s better to transition with an interim manager. MORE
On a frigid January day in northern Wisconsin, April Wiita snowshoed through the ice caves on a frozen-hard Lake Superior. Despite the cold, she finds these hikes therapeutic. “It’s MORE
2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home and manage a contact center operation remotely. If you are like many, you may be asking yourself, what now? MORE
Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? MORE
As a trainer, I’m usually good at reading facial expressions and body language to determine if someone is getting the point or needs a break before explaining the next concept. MORE
Jeff Pulver is a long-time visionary, entrepreneur and community-builder in the communications technology space; especially around VoIP, which he had a direct hand in establishing as the successor to TDM. He keeps moving with the times, and PulveREDU is his latest venture. MORE
This week we feature an article by Devin Pickell, a Growth Marketer at Nextiva. He shares customer service best practices that successful brands use to help their customers on social media. MORE
Angry customers consume the majority of your agents’ time at work. Turns out, 75% of customers believe it takes too long to reach a live agent. And another one-third of customers find phone support the most annoying service channel. MORE
Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. MORE
The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems. MORE
Gartner, a research and advisory company, has found that businesses are now starting to prepare for how they will run things after the Covid-19 pandemic. Many of these businesses find that they now have a new kind of challenge to handle. MORE
APRIL 22, 2021
Call centers are constantly balancing efficiency and service quality for their customers. Lean too much in one direction, and your agents will quickly find themselves in a bind. First Call Resolution (FCR) is one of the best metrics for tracking your success in both these areas. MORE
This material originally appeared as part of our Learning Series podcast. Listen to the original here. Welcome to episode four in our five-part learning series! In this series, we’re diving deeper into some of the research that went into our recent HBR article, 4 behaviors that boost inbound sales. MORE
New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior. This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. MORE
Many managers love to micromanage. They just can’t help it. They believe that telling an employee exactly how to do something and when to do it will fix all their ills. This makes the employee’s job easier. They don’t have to think. Simply “tell them what to do” for every situation and they’ll do it. MORE
Let me put it to you in the simplest terms possible. When your customer calls, emails or texts you, you must respond. That is unless you don’t care if they ever do business with you again. MORE
APRIL 22, 2021
April is National Volunteer Month and this week is Earth Day, and what better way to honor them than picking up trash in a local park? MORE
How to Build UNBREAKABLE Relationships With Your Customers. Brands have a problem sometimes. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a loss of relevancy to their customers and an inability to keep their customers. MORE
Sat.Apr 17, 2021 - Fri.Apr 23, 2021
How to Foster Diversity & Inclusion in the Contact Center
Contact Center Pipeline
APRIL 22, 2021
2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment.
Sign Up for our Newsletter
The Importance of First Call Resolution in the Call Center
APRIL 22, 2021
Call centers are constantly balancing efficiency and service quality for their customers. Lean too much in one direction, and your agents will quickly find themselves in a bind. First Call Resolution (FCR) is one of the best metrics for tracking your success in both these areas.
The 10 Most Effective Ways to Influence Your Customer Behavior
APRIL 23, 2021
Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy.
Why Is Patient Engagement Important? | Frontline Group
Advertiser: Frontline Group
There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.
Learn to Apologize to Customers Like You Mean It
APRIL 19, 2021
The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse.
Social Media is Bad for Customer Service
APRIL 18, 2021
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not.