Sat.Jan 14, 2023 - Fri.Jan 20, 2023

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Agents Will Be Empowered Only If They Feel Valued — And You Must Continuously Prove It to Them

CCNG

One of the major initiatives abuzz in the Contact Center industry is agent empowerment and how it will improve performance and CX. The concept is simple.

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Moving Forward: What Will 2023 Bring for Contact Centers?

Contact Center Pipeline

The New Year’s message has as its core, promises of better things ahead. And yes, that did happen to some extent in 2022. The worst of the COVID-19 pandemic appears hopefully behind us.

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Documenting Your Contact Centre Project to Maximise Success

Genroe

Get the most out of your call centre project with these essential steps to documentation success. Start today! The post Documenting Your Contact Centre Project to Maximise Success appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe.

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When you want to end a circular conversation with an upset customer, I want you to say:

Myra Golden Media

When you want to end a circular conversation with an upset customer, I want you to say: “We realize this is frustrating for you.” ” {Then explain why you can’t honor the request and offer the next steps.}

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Is Your L&D Organization Future-Proof?

Speaker: Karl Kapp, Ed.D., Professor of Instructional Design and Technology

If the recent past has taught us anything, it's that L&D organizations need to be nimble, quick, and able to react to both foreseen and unforeseen threats in order to be successful. That means looking to the convergence of technology, learning, and business needs so you can make intelligent, informed decisions regarding both your future and the future of your organization.

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Why Call Center Retention Matters

Fonolo

If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. The numbers are sobering.

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Getting customer service ready for 2023

Enghouse Interactive

Communications Center customer support contact center agent Contact Center Solutions customer service reputation Alex Black contact center

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Five things Customer Success professionals want in their next position

ChurnZero

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide.

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Call Center Scripting vs. Call Flow Process: What are They?

TeleDirect

There are two main parts to your call, the script and the call flow. Let’s start by looking at each component to understand the full experience. . Call Center Scripting vs. Call Flow Process : What are They? Building a contact center for your business?

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2023 Trends: Automation in the Healthcare Contact Center

Balto

When it comes to healthcare contact centers, automation is far from new.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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How do I discover if my customer has decided to buy?

Beyond Philosophy

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. So, it is incumbent upon you to read the signs that a customer has decided to buy.

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Work from Home…a Privilege?

Contact Center Pipeline

Dear Contact Center Pipeline bloggers, I read this article this morning about Howard Schultz, CEO of Starbucks saying he is annoyed that workers aren’t in the office and is “ordering” employees to return to the office 3 days/week. He says that remote work is a privilege.

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25 strategies to boost patient satisfaction and improve patient experience

Callminer

As patients become more engaged in their healthcare, healthcare providers and organizations, like hospitals, need to care more about patient retention and patient experience. Read more in this blog

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9 Unwritten Rules For Working Remotely From A Coffee Shop

JustCall

We all know that working from home can be pretty great. You can roll out of bed and start working in your PJs, take breaks whenever you want, and never have to commute. But sometimes, working from home can get lonely. If you’re looking for a change of scenery, why not try working from a coffee shop?

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The Ultimate Crash Course in eLearning Visual Design

Speaker: Connie Malamed, Founder of Mastering Instructional Design and Publisher of The eLearning Coach

Well-designed materials can motivate learners, improve comprehension, and assist optimal retention. If you need rapid, easily actionable ways to improve your eLearning and slides, join this session to learn the power principles that will have the biggest impact on your designs.

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How Do I Know When a Customer Has Decided to Buy?

Beyond Philosophy

I love technology, but I can still be old-fashioned when working with clients. Meeting with clients, I like to put pen to paper and illustrate what I am saying with a handcrafted visual aid.

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Updating the Employee Playbook

Contact Center Pipeline

I’m seeing contact center trends change, and how could they not? Coming out of the COVID-19 health emergency, consumer life is largely returning to more familiar patterns and expectations when it comes to customer experience (CX), while some behaviors are changing (more on that below).

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How to measure and prevent customer churn

Callminer

Read this blog to understand why it’s important to measure customer attrition and take action to reduce and prevent customer churn

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The Impact of ChatGPT on Contact Center Performance

The Northridge Group

ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

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The Ultimate Guide: How to Build a Customer Experience Department

Lumoa

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

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How to Work Smarter, Not Harder – 15 Productivity Apps

JustCall

Time and again, we hear the saying, ‘Work Hard, Party Harder.’ But what if we told you that you could work smart, finish off work more efficiently and quickly, and reach the party sooner?

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How To Find Business Opportunities in Recession

ThriveableBiz

In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. What’s our usual reaction to the dreaded recession? When we hear recession talk, we’re likely to go all doom and gloom.

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Workflow Integration in the Call Center: What is It And Why is It Important?

LiveVox

Workflow integrations help make call center agents’ jobs more manageable by creating seamless communication between different applications they use. The post Workflow Integration in the Call Center: What is It And Why is It Important? appeared first on LiveVox. New Release

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Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

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The Roadmap for Racial Healing in the Workplace with Esther A. Armah

Russel Lolacher

In this episode of Relationships at Work, Russel chats with journalist, author and CEO of the Armah Institute of Emotional Justice Esther A. Armah on racial healing and the emotional justice road map for the workplace.

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SVC opens a recruitment hub for job-seeking professionals in Cebu

Select VoiceCom Blog

Australian and American-owned call center Select VoiceCom (SVC) launches its recruitment hub in Cebu to help local professionals find jobs in the city.

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Top CX Trends of 2023

Upstream Works

As we enter the new year, the climate for consumers will be different than the past few years. The robust economy of recent times has given way to inflation and interest rate spikes that haven’t been seen in years, if not decades.

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Sales Goals That Will Actually Achieve This Year’s Sales Objectives

Integrity Solutions

Sales goals are always on our minds when a new year kicks off or when a salesperson starts a new position, but it’s not uncommon to see that attention and energy fizzle out as the weeks and months go by. What does it take to sustain that momentum and turn those aspirations into results?

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2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

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Temple Health improves clinical workflows with tailored Dragon Medical One training

Nuance

With documentation workloads increasingly becoming a significant contributor to clinician burnout, many health systems are adopting innovative solutions to help optimize clinical workflows.

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MiaRec Now Offers AI-Driven Auto Redaction

MiaRec

In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before.

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Top 2022 Posts on Adopting a Customer First Strategy

C3Centricity

If you’re a regular visitor here, then you know very well the importance of adopting a customer first strategy. Over the years, […] The post Top 2022 Posts on Adopting a Customer First Strategy first appeared on c3centricity.