Sat.Apr 17, 2021 - Fri.Apr 23, 2021

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AI in Call Centers: Top innovations for 2021

TechSee

Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. These growing call volumes – coupled with the continuous need for cost optimizations – have driven the demand and adoption of artificial intelligence (AI) in call centers. AI is moving forward rapidly, with contact center AI software continuously evolving and dramatically improving, and ultimately delivering more value. .

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How to Foster Diversity & Inclusion in the Contact Center

Contact Center Pipeline

2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. A raging global pandemic accelerated the transition to digital technology and cloud solutions, permanently altered consumer behavior and expectations, sped up the move to a work-from-home model, and emphasized the demand for […].

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The Importance of First Call Resolution in the Call Center

Fonolo

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. It’s no wonder why it’s one of the most widely used KPIs in the contact center industry.

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The 10 Most Effective Ways to Influence Your Customer Behavior

Beyond Philosophy

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. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior. Knowing how these two systems of thinking work together and, in some cases, against each other to make decisions is vital to achieving customer-driven growth.

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Reimagine Your Communications With A Unified Platform

Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

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There Is No Excuse to Not Respond to a Customer

ShepHyken

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. One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By the way, if you’ve got an amazing – or horrific – customer service story, send it over.

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Learn to Apologize to Customers Like You Mean It

Steve DiGioia

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. When you sit down to write that scorned customer an email to say how sorry you are for the lack of service they received, sometimes the apology makes the situation even worse.

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How To Build UNBREAKABLE Relationships With Your Customers

Beyond Philosophy

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. Moreover, they lose out on forming solid relationships with customers that allow brands to enjoy the benefits of customer-driven growth.

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Amazing Business Radio: Jeff Nicholson

ShepHyken

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. They discuss how autonomous customer service impacts the company, its employees, and their customers. Top Takeaways: 56% of consumers go to a company’s website before they call customer service.

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Ready to Start Training Your Customer Service Team to De-escalate, But Not Sure Where to Start?

Myra Golden Media

This free (and highly detailed) cheat sheet will give you everything you need to know to prepare your employees to redirect intensity when the customer asks for a manager, cusses, wants them to bend the rules, when they need a graceful exit, and more. (All you’ll have to do is print (or just save) my guide and walk your team through the phrases!).

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The 2023 Verint Experience Index: Retail

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

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Let Them Figure It Out – Tip #31

Steve DiGioia

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. But what happens when the boss isn’t around? What do the employees do?

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The 10 Most Effective Ways to Influence Your Customer Behavior

Beyond Philosophy

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. The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interaction

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How to Use Social Media as a Customer Service Channel (+ Examples from Brands)

ShepHyken

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. Businesses have been using social media for years now to publish content, engage with their audiences, advertise their products, and stand up for social causes. .

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2 Ideas for Making Chat Friendly

Myra Golden Media

How a chat agent impressed me, and how your agents can do the same with your customers. Last week I had an inspiring chat discussion with my new auto insurance company. I loved that the chat agent was knowledgeable, courteous, and friendly. And that I hadn’t reached a useless chatbot telling me what the robot could not do. Two things stand out from my chat interaction, though the entire discussion was 5-star.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

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.

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A breakdown of Cython basics

Callminer

Python already has the ability to call external C/C++ code from Python. Cython greatly simplifies that effort and gives your code a performance boost.

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How to Make Remote Training Work for New-Hires

Contact Center Pipeline

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. Our face-to-face new-hire training session, with a median class size of six to seven trainees, typically takes about a month to complete. It covers details […].

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CX Magazine Article

Peter Lavers

Peter Lavers has had an article published in Customer Experience Magazine, entitled “Building B2B Trust for more Customer Centricity” In it Peter discusses three crucial warning signs that a company isn’t customer centric; why Voice of Customer (VoC) and Voice of Employee (VoE) findings need to be joined up; and a new definition and model of B2B Trust developed by our associate Dr Mark Hollyoake.

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15 Top Call Center Overflow Handling Services

Fonolo

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)? If this scenario sounds familiar, and you lack the in-house resources to service every customer call in a timely fashion, you may consider hiring a third-party call overflow handling service. 3 Proven Ways to Reduce Abandon Rates in the Call Center.

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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What a category is and why it's important

Callminer

In AI research, we focus a lot of energy on the concept of a category. This blog breaks down what a category is and how we are researching it.

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Moving Contact Center Agents Home for the Long-Term

Contact Center Pipeline

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? As an organization, you’ll be making many critical decisions in the coming […].

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Customer Service in Higher Education: Why is It Important and How to Improve It

HelpCrunch

When I was a university student, I somehow managed to dig up all the information by myself. There was no one to guide me through dozens of processes, show how tasks should be done, or [ … ]. The post Customer Service in Higher Education: Why is It Important and How to Improve It appeared first on HelpCrunch blog.

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The Future of Patient / Customer Experience (CX)

TELUS International

In this Virtual Think Tank article developed in partnership with Frost & Sullivan, discover key insights on how healthcare companies are using tech to improve CX.

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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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3 Types of Angry Customers and How to Handle Them

SharpenCX

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. So more often than not, when customers reach out for help, they’re already fuming by the time they reach an agent. These angry customers leave an imprint on you and your agents.

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When is Interim Management the Right Choice for Your Contact Center?

Taylor Reach Group

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. An interim manager is an experienced contact center manager who leads your center for a defined length of time, perhaps three to six months, and then turns over the reins to a new long-term manager hired or pro

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WHY OTPs CEASED CATCHING THOSE OTP (ON THE PROWL)

pindrop

One-Time Passwords (OTPs) were created to help enhance security, as they can protect you from an identity theft attack. OTPs can take the form of automatically generated numbers that are sent to your cell phone or specific text/word strings that the user needs to recite in order to capture their voice sample. OTPs are often used for the purpose of account login, identity verification, device verification, or password recovery.

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How to respond to positive and negative feedback

GetFeedback

Best practices for collecting and responding to both positive and negative customer feedback.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform

Avoxi

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. The airline also utilizes AVOXI’s extensive international coverage to better connect with customers in… The post Caribbean Airlines Finds Contact Center Paradise with AVOXI’s

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How Internal Podcasts can Help Engage Your Employees

Russel Lolacher

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. According to Statistica, the number of those who have listened to podcasts over the age of 12, jumped 44% from 2018 to 2019. So it’s not just growing in awareness but also as a viable medium to get information and be entertained by.

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Abdali Hospital’s vision for the future of healthcare technology

Nuance

Healthcare technology innovations continue to empower physicians, enabling them to achieve the best outcomes for their patients. At Nuance, we’ve had a front row seat to digital transformation for decades; yet the need for continued, even accelerated, innovation has never been more important than it is today. It’s heartening to hear stories from around the [.