Sat.Sep 25, 2021 - Fri.Oct 01, 2021

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The Complete Guide to Call Center Management

Fonolo

Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves. To help start you off on the right foot, we’ve put together a guide about all things call center management , so you know exactly how to succeed and can teach your agents how to do the same.

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AI-Enabled Agent Assessment: Now It’s a Reality

Contact Center Pipeline

Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While the expectations are that all agents will adhere to call scripts, manage conflicts and comply with regulations while treating customers with empathy, how do you make sure?

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Customer lifetime value

NICE inContact

Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers.

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Guest Post: Customer Service Automation: A Quick Beginner’s Guide

ShepHyken

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business. Customer service automation isn’t a new deal for businesses. It has built a stable reputation for itself in the past decade.?

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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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Actually Useful Telephone Advice

Myra Golden Media

Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy. So what makes a person sound friendly over the phone? Turns out, it’s easy to sound friendly with customers.

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Top 5 Posts in September

Contact Center Pipeline

This month, our readers have turned their interests and attention toward topics of empathy, vision, quality programs and leaders, and how to show appreciation to our agents for the upcoming Customer Service Week in October. Here are our top 5 blog posts in September. 20 Empathy Statements to Show Stressed-Out Customers That You Care These […].

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Best in Class Versus Best in Industry

ShepHyken

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition. What if they looked beyond the competition? What if they looked at the world?

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Everything You Need to Know About Adherence Reporting in the Call Center

Fonolo

Efficiency is important to every business, but in a call center, it directly impacts your success. While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities. Adherence is the biggest factor in achieving ROI from a workforce management perspective. Call center managers want to ensure that overall agent performance is meeting service levels, and that agents are working when and where they’re needed

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10 Advantages of Cloud Recording

OrecX

You have two primary options for recording your customer conversations today - premise and cloud. Premise recording stores your recordings in-house on physical servers at your locations. Cloud recording stores your calls on the web on secure servers hosted by cloud providers. There are advantages to both, but we are going to focus on the many benefits of cloud recording.

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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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13 Years, 103 Issues Later

Contact Center Pipeline

In appreciation… A dream doesn’t just happen. It takes determination, hard work and a “stick with it” mentality. This describes our long-time editor, Susan Hash. Susan and I began working together in 2000. By 2008, I was “retired,” cruising up-and-down the east coast. And Susan had started her own business. In November of that year, […].

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Amazing Business Radio: Paul Reilly

ShepHyken

Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling.

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Guru: The Ultimate Sales Partner (As Told By Chili Piper)

Guru

As an SDR, one of the main places we go to begin research on a person we’d like to reach out to is LinkedIn. Over the years, LinkedIn has transformed from the buttoned-up professional platform it once was to a space where individuals can influence, build a following, and show much more transparency into their job experience and life outside of the workplace.

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Automation-First + Human Agents = Successful CX

Customer Contact Central Submitted Articles

There's often a misconception that CX automation replaces Human jobs.

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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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Leveraging voice technology

Spearline

Voice technology is changing the way humans engage with and interact with systems and processes. Businesses are rapidly getting on-board to gain competitive advantage but how to voice-bots perform where a phone call is not exactly high-quality? Learn about Spearline’s research into the relationship between telephone audio channel degradation and the success of voice-bot applications. .

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The Key Account Strategy Template for B2B Businesses

Kapta Customer Success

Creating an ironclad plan for key account management that guides individual account growth and gives you organization-wide insight isn't easy. As you try to implement team-wide processes, individuals may have routines or procedures that are more geared toward B2C account management rather than B2B account management.

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Deepfake: The New Fraud Tool on the Block?

pindrop

Deepfakes are generative media in which a person in an existing image or video is replaced with someone else’s likeness. Deepfakes leverage powerful techniques from machine learning and artificial intelligence to manipulate or generate visual and audio content with a high potential to deceive. The main machine learning methods used to create deepfakes are based on deep learning and involve training generative neural network architectures.

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How Can I Reduce Labor Costs for My Business?

Quality Contact Solutions

Can you guess the percentage of businesses, large and small, that want to reduce their labor costs? Well, that is an easy answer even without researching the specific data, as it would be (or should be) 100%. Large or small companies alike, the number one cost associated with most companies is labor, with workspace being a close second. Understanding Workforce Expenditures is Fundamental to Reducing Labor Costs These days, labor costs are fluid and ever-changing.

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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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The benefits of conference testing

Spearline

Virtual meetings have been the mainstay for many businesses for quite some time, but since early 2020 the demand for virtual meetings has expanded significantly. Not only are businesses doing more virtual communications than ever, social events have moved online too. As the business world now considers new norms of working, many are looking to “hybrid” models offering staff more work-from-home flexibility with brick-and-mortar office facilities available to support occasional on-site

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5 Best Customer Service Tools (2021 Review)

Nicereply

Whether it’s a help desk to process tickets or software to collect feedback easily, there’s a software solution that will make your job easier and more efficient. For many people, customer service is a key factor when deciding whether or not to do business with a company. In fact, Microsoft Dynamics 365 found that 90% of people consider customer service important in their choice of brands.

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Exploring Key Microsoft Teams Features and Collaboration Benefits

Momentum Telecom

The needs and preferences of the modern workforce are rapidly evolving. Even when the pandemic is over, remote working will likely continue to be widespread. Today, organizations are exploring the possibility of creating a hybrid workforce that’s more efficient and productive. But there’s one significant challenge that every company must overcome before building a hybrid workforce.

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NLP Chatbot – All You Need to Know in 2021

kommunicate

Intro This is the era of the consumer. Everything a brand does or plans to do depends on what consumers wish to buy or see. Customization and personalized experiences are at their peak, and brands are competing with each other for consumer attention. In addition, the existence of multiple channels has enabled countless touchpoints where [.]. The post NLP Chatbot – All You Need to Know in 2021 appeared first on Kommunicate Blog.

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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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The Power of Local Caller ID Solutions for Contact Centers

NobelBiz

Many elements contribute to the establishment of trust between your contact center and a client, including phone reception, treatment efficiency, speed, and correctness of replies. However, the fact that the number is familiar and immediately identifiable contributes significantly to that confidence. So, why are virtual numbers so important for contact centers?

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What is a Good NPS Score?

ChurnZero

A Net Promoter Score (NPS) ® is a value your company can use to measure customer satisfaction. It’s popular because it’s simple to calculate, easy to understand, and paints a clear picture of how your company is doing with its customers. The NPS value, however, doesn’t mean much on its own. It’s important to have NPS benchmarks in mind so you can start making effective changes based on your score.

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Are You Looking to Build a Contact Center RFP? Here's a Tool Kit!

Advantage Communications

If you’re ready to outsource your customer service program to a contact center vendor, then you’ll know that an RFP is the most effective way to find the right partnership. The problem is RFPs can become complex. If you don’t provide potential vendors with the right information and ask the right questions, then you’re not going to find the right partner to fulfill your company’s specific customer service requirements.

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How to Scale Customer Support Without Compromising Service

Help Scout

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how.

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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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Evolving CX Beyond the Contact Center

Upstream Works

The term “customer experience” (CX) has gained considerable currency recently, and in many ways has displaced “customer service” as the focal point of the contact center. Just as the call center evolved into the contact center, this shift is largely technology-driven and reflects the importance of adopting the right technologies to keep pace with changing customer expectations.

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What is the difference between quality control and quality assurance?

Tethr

Quality is king. A high-quality product, service, or experience is the fundamental foundation of a low-effort experience for a customer—and the goal of customer experience leaders everywhere. It’s so important that we have loads of processes dedicated to making sure that our deliverables remain in tip-top shape. These processes include quality assurance, quality control, and more.

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Press Release: Quiq Launches Conversational Commerce Payments and Surveys

Quiq

Quiq Launches Conversational Commerce Payments and Conversational Surveys Share This Story Secure, in-conversation payments allow brands to complete transactions seamlessly while chatting with customers on SMS, web chat, and other channels; Surveys inform retailers with a multi-channel, real-time customer feedback loop. BOZEMAN, MT and NEW YORK CITY — SEPTEMBER 29, 2021 — Quiq , the AI-powered conversational platform that enables businesses to engage with customers across the most popular digit

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