BlueOcean

OCTOBER 14, 2024

Choosing a contact center outsourcer is a huge investment. Which is, of course, why you’re willingly subjecting yourself to the time constraints and stress of writing an RFP. Need some insight? We’ve compiled a list of up-to-date contact center RFP questions to help you ensure you’re making the most informed decision. Below you’ll find six key sections of questions: Company overview Agent Hiring & Management Contact Center Reporting Project Management Technology Pricing Company Overview Get

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Contact Center outsourcing Employee engagement Education 62

Enghouse Interactive

OCTOBER 17, 2024

Discover effective strategies to reduce inbound call volumes with advanced contact center solutions. Explore five key features, including omnichannel support, AI-powered virtual agents, and voice-enabled IVRs, and learn how Enghouse Interactive's CCaaS can enhance operational efficiency and customer experience.

Contact center software 72

Contact center software Contact Center contact center solutions Virtual Agent 72

ShepHyken

OCTOBER 15, 2024

Good customer service becomes noticeable for two reasons: A company or brand can be known for amazing customer service and experience. Customers may notice the employees’ attitude, how easy they are to do business with and more. But sometimes they don’t, because it’s expected. However, over time, customers will notice that there are never problems.

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Customer Service Customer Experience Management 219

Beyond Philosophy

OCTOBER 17, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Getting customers to leave feedback is a challenge. However, that feedback is essential to managing your experience. So, what’s the secret here? An expert told me this: do it immediately, keep it fast, and keep it simple.

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Feedback Surveys Construction Education 195

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

TCN

OCTOBER 16, 2024

Traditionally, Business Process Outsourcing (BPO) companies utilize their customer’s communication platform. However, data shows that 20% of the time, clients prefer the BPO to provide the solution. TCN offers all-in-one solutions tailor-made for your outsourcing needs. These solutions empower you to be there for your customers 24/7, anywhere and on any device while still being […] The post Contact Center Software Features Made Specifically for the BPO Industry appeared first on TCN.

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Contact center software Contact Center Business Process Outsourcing outsourcing 52

ShepHyken

OCTOBER 14, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is an OKR? How do customer-centric OKRs help teams focus on the right tasks? Why is it important for businesses to align their objectives with customer-centric goals? How does measuring customer behavior contribute to better customer satisfaction?

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TechSee

OCTOBER 17, 2024

In the rapidly evolving landscape of customer experience (CX), businesses are constantly seeking innovative ways to enhance efficiency, reduce costs, and foster customer loyalty. The integration of visual service and AI has emerged as a powerful solution, revolutionizing how companies interact with their customers and streamline their operations. Here, we will explore the transformative impact of visual service and AI, drawing insights from real-world examples and highlighting key strategies for

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First call resolution Telecommunications Wait times Feedback 109

Connect

OCTOBER 15, 2024

When a team attempts to collaborate on a project, only to be hindered by a slow, unreliable network, the frustration is bound to mount. This is the reality for many internal users grappling with a poor network user experience (NUX). Fortunately, the emergence of AI-driven networks offers a powerful solution that can significantly enhance both NUX and customer experience (CX).

Customer Experience 84

Customer Experience Morale Cloud contact Wait times 84

Global Response

OCTOBER 15, 2024

Read Time: 18.5 min Intro What comes to mind when you think of the best forms of customer communication? Traditional advertising, digital display ads, email, social media or phone calls? The truth is the best form of customer communication isn’t tied to one specific channel. It’s about reaching customers — and allowing them to reach you — wherever they are.

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Contact Center Call Center Best practices Customer Care 62

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

Call Design

OCTOBER 16, 2024

In today’s data-driven world, storytelling with data is more critical than ever. Numbers alone can feel cold and detached, but data can come alive when combined with a compelling narrative and thoughtful use of colour. To tell a compelling story with your Aspect WFM IDP data, it’s essential to visualise the data effectively. This means creating a straightforward narrative around how your forecasted data compares to actual results.

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Average Handle Time Feedback 78

ShepHyken

OCTOBER 13, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. How to Improve Customer Experience In Your Organization by Mike Henry (InMoment) Working to improve customer experience is an important part of CX management and something that organizations should be continuously striving for.

Customer Service 174

Customer Service Marketing Customer Experience Personalization 174

Avoxi

OCTOBER 15, 2024

Global Voice for Zoom: Enhancing International Telecom for Zoom Enterprise and Contact Center Customers It’s no secret that Zoom has grown to great heights when it comes to video and now even voice. When reviewing the market for unified communications as a service (UCaaS) and contact center as a service (CCaaS), Zoom is now seen… The post Global Voice for Zoom: Enhancing International Telecom for Zoom Enterprise and Contact Center Customers appeared first on AVOXI.

Enterprise 79

Enterprise Contact Center Marketing 79

Nicereply

OCTOBER 16, 2024

What drives customer loyalty? Is it the products brands offer? Or is it the exceptional service they deliver? Maybe it’s a bit of both. But one certain thing is brand loyalty is a powerful thing. However, only 2 in 5 brand executives believe their customer loyalty strategies are successful. If this sounds like you, we’re here to help you change that. 7 Customer Loyalty Strategies to Drive Long-Term Relationships Below, we’ve listed some helpful tips to drive repeat purchases and keep your custo

Education 52

Education Entertainment Feedback Chatbots 52

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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center

CSM Magazine

OCTOBER 15, 2024

In any business, the phrase “the customer comes first” isn’t just a buzzword—it’s a guiding principle that can determine success or failure. Whether you’re running a small startup or managing a global corporation, prioritizing your customers’ needs should be at the core of your operations. Here are ten compelling reasons why the customer should always come first.

Customer centricity 52

Customer centricity Feedback Marketing Management 52

VirtualPBX

OCTOBER 17, 2024

What Are Automated Phone Surveys? Automated phone surveys are a common tool businesses use to collect feedback from customers. They are affordable, quick to implement, and provide a direct line to customers. You might encounter them at the end of a call, when a voice prompt asks how your call went or how satisfied you were with the customer service.

Surveys 59

Surveys Interactive Voice Response Healthcare Feedback 59

Vistio

OCTOBER 15, 2024

Agent retention is a critical challenge in many industries, but especially so in customer service and support. High turnover rates can be costly for companies, both in terms of training new hires and in the potential loss of institutional knowledge and customer satisfaction. As the workplace becomes more data-driven, advanced analytics is emerging as a key tool in understanding and improving agent retention.

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Analytics Coaching Morale Metrics 52

Totango

OCTOBER 14, 2024

Key takeaways : Sales leaders should ask potential customers about the outcome they need to achieve to be successful. Starting with an outcome focus makes it easier for sales leads to kick off an entire customer lifecycle, rather than just a quick handoff. An outcome-first approach is the foundation of a customer-led growth motion, where new logos are seeded with the potential for retention, upsell, and expansion.

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Sales Upselling Engineering Enterprise 62

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With IT budgets projected to grow 9.8% in 2025, leaders must invest wisely—not just cut blindly. This whitepaper introduces The Future-Proof IT Cost Optimization Model, a framework to reduce costs while maintaining service quality. Learn how Cloud Efficiency, AI-Powered Workforce Automation, Vendor Optimization, Cybersecurity Resilience, and Unified Communications can drive savings and improve efficiency.

CSM Magazine

OCTOBER 16, 2024

The digital age has allowed global enterprises to expand their operations across borders. However, with this opportunity comes a significant challenge: clear and effective communication with customers who speak different languages. With customer service being a vital touchpoint for any business, seamless multilingual support has become essential for enhanced customer satisfaction and loyalty.

Enterprise 52

Enterprise Customer Service outsourcing Wait times 52

24-7 InTouch

OCTOBER 14, 2024

Social commerce is transforming the marketplace with its innovative blend of social media and online shopping, becoming a powerful driver of consumer engagement and sales. By seamlessly bridging the gap between inspiration and purchase, social commerce has the potential to transform likes and shares into actual sales. Read on to discover how AI and automation can revolutionize your business and CX strategy, empowering you to thrive in the social commerce era.

Chatbots 59

Chatbots Sales Marketing Personalization 59

Certified Languages International

OCTOBER 15, 2024

Hurricanes are raging in the southeastern U.S., and stories are emerging of people with a non-English language preference (NELP) being left out of critical communications leading up to, during, and in the aftermath of these events. To avoid such exclusions, those in charge of response and recovery efforts must ensure language access is a key component of their disaster preparedness plan.

Construction 52

Construction Best practices Consulting Consulting 52

Hodusoft

OCTOBER 17, 2024

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.” This quote by British-American computer scientist Andrew Ng pretty much sums up the transformational power of AI for all industries out there.

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Call Center Customer Service Contact center software Chatbots 52

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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.

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CSM Magazine

OCTOBER 15, 2024

To excel in customer service, it’s essential to understand what works and what doesn’t. Here’s a comprehensive list of 21 customer service do’s and don’ts that can transform your interactions and create memorable experiences. The Do’s of Customer Service Listen Actively Do: Focus on understanding the customer’s issue.

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Customer Service Scripts Feedback Wait times 52

24-7 InTouch

OCTOBER 16, 2024

Many brands grapple with inefficient workflows and inconsistent service quality. This hampers their operational efficiency and leads to frustration for agents and customers alike. As customers increasingly expect quick, personalized responses, businesses must adapt or risk falling behind. Fortunately, generative AI has made it possible to create more sophisticated automated agent support, which has transformed the agent experience by streamlining workflows for humans and improving customer inte

CRM 52

CRM Personalization Customer Service 52

Kapta Customer Success

OCTOBER 18, 2024

The High Cost of Low Empathy in Account Teams Acquiring a new client is 5 to 25 times more expensive than retaining an existing one. This stark statistic highlights the immense value of nurturing strong client relationships built on empathy and emotional intelligence. When sales and cs teams lack these crucial skills, it leads to conflict, misunderstandings, and ultimately, client churn.

Accountability 59

Accountability Sales Management 59

Balto

OCTOBER 14, 2024

If you’re running a contact center, here’s a message you need to hear loud and clear: 2025 is going to look very different, and the time to start adopting AI is now. Let’s break it down. AI Voice Agents: The New Normal By 2025, AI voice agents —those virtual assistants that handle calls with real-time conversational capabilities—are going to be everywhere.

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Contact Center CRM Accountability Customer Experience 52

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The guide for revolutionizing the customer experience and operational efficiency This eBook serves as your comprehensive guide to: AI Agents for your Business: Discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Enhanced Customer Interaction: Learn how the combination of Conversational AI and Generative AI enables AI Agents to offer natural, contextually relevant interactions to improve customer exp

Customer Experience

CSM Magazine

OCTOBER 14, 2024

Imagine a world where health meets technology, changing the way we understand healthcare forever. Think of a world where you set up an appointment with your physician over lunch or have a specialist evaluation from your couch. You guessed it right; this isn’t a glimpse into the future but what we call Telemedicine. This digital leap brings you convenience and efficiency, delivered straight to your door.

Healthcare 52

Healthcare Customer Service Coaching Personalization 52

Calltools

OCTOBER 16, 2024

Engaging in outbound dialing requires a reliable phone system for your staff to contact leads. Using a VoIP phone platform allows your contact center agents to contact potential leads consistently and efficiently. VoIP (Voice over Internet Protocol) uses a broadband internet connection to connect calls seamlessly without long-distance charges or fancy equipment.

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voip Analytics Contact Center CRM 52

Vistio

OCTOBER 17, 2024

We are excited to announce that Vistio has been named one of the top companies in the Best Supporting Learning Tech category in the prestigious 2024 Talented Learning LMS Awards. This recognition places Vistio among the best in the learning and development industry and highlights our commitment to improving the contact center experience through innovative technology.

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