Sat.Dec 24, 2022 - Fri.Dec 30, 2022

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How to Control Calls

Myra Golden Media

Customer service calls can sometimes get out of control. Upset and overtalkative callers take time and energy away from other customers and tasks. This is where practical call-control strategies come into play.

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Ending Caller and Agent Frustration

Contact Center Pipeline

We live in a challenging, high-stress time that has become known as the new normal. Unfortunately, it has led too often to frayed tempers, rudeness, and a lack of respect. All of which collide in the contact center, resulting in caller and agent frustration and dissatisfaction.

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Contact Center: The Benefits of Using Multichannel Communication

Helpware

In this guide, we’ll look at some of the benefits of a multichannel contact center. Use this information to make informed decisions for your business. Call Center Digital CX

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How to Decrease Average Handle Time in a Call Center

LiveVox

If you’re running a call center, then you want to know how to decrease average handle time in a call center. This can be a challenge, but with the right strategies in place, it is definitely achievable. After all, a high AHT can lead to customer dissatisfaction and lost revenue.

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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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9 Of The Best Books On Customer Service That You Can’t Miss

kommunicate

Last Updated on December 27, 2022 “If you are not taking care of your customer, your competitor will.” – Bob Hooey So you have wandered around enough and want a sure-shot way to make your customers happy! This is where reading some best books on customer service can be your savior!

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How To Provide Better Customer Support With SMS

JustCall

10 Tips & Best Practices for Better SMS Customer Support. Tweeting, texting, emailing – the world seems to have gone digital, maybe too much. The digital age has brought us some amazing technologies – social media sites, mobile apps, and smartphone features.

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What is Call Center Management? Need, Metrics, and Best Practices

Hodusoft

What is Call Center Management? Need, Metrics, and Best Practices. Businesses need a strong communication strategy to deliver seamless customer experiences. Call center management backed by cutting-edge call center technologies helps managers oversee their teams and be on top of things.

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23 Ways to Create an Amazing Experience In 2023

Shep Hyken

Happy New Year! I’m not one for New Year’s resolutions, which are often broken. Instead, I like setting and resetting my goals for the year, and in my world, those goals focus on delivering an amazing customer service experience.

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Evolving the Contact Center

Contact Center Pipeline

The disruption never stops. Between supply chain issues, workforce shortages, natural disasters, and whatever is about to hit us next, disruption is everywhere – and it’s causing an abundance of unhappy customers.

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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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Wow! It’s Been an Interesting Year! This is What We Have Learned

Beyond Philosophy

As 2022 draws to a close, I like to reflect on the year and what I have learned. I shared them on a recent podcast and thought I would share them here with you, too. Lesson #1: You can never go back to the way things were. You can only progress into something new.

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How to track customer sentiment

Callminer

Customer sentiment is a crucial metric for every business. Read this blog to learn more about customer sentiment analysis and how it can help improve customer service, guide agent behavior, and more

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Amazing Business Radio: Amy Brown

Shep Hyken

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale.

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It All Starts with the Why!

Contact Center Pipeline

“Adaptability is an essential quality for successful leaders. Without it, you could remain too rigid and not allow yourself to get ahead of the curve or shift when you notice that what you are doing is no longer working.”

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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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Wow! It’s been an interesting year! This is what we have learned…

Beyond Philosophy

The end of a year is always a nice reminder to reflect on time passed. It’s a regular milestone where you can check in on your experiences and remember the lessons gained from another trip around our sun. This year has been an interesting one. With a foot half-in, half-out of the pandemic, continuing supply chain issues, rising inflation rates all over the world, and a war in Ukraine, one might even say awful. However, like any year, everything isn’t awful.

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What is product innovation and why is it important?

Callminer

Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation intelligence

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Top 9 eCommerce FAQ Page Examples and Improvement Tips

HelpCrunch

A good FAQ page is a great asset for any customer-facing website. However, for eCommerce, it often becomes a critical component that can influence purchase decisions. So, let’s see how to make an eCommerce FAQ [ … ].

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Every Experience Counts: Why CX Excellence is Key to Keeping Customers

Helpware

Today's customers have unprecedented access to information and can easily shift loyalties to new companies. In fact, studies show that 33% of US consumers tend to switch companies after even a single instance of poor service.

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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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How BlueStacks – A Gaming Platform, Processed Over 4.3 Million Messages Using Kommunicate’s Chatbots

kommunicate

Last Updated on December 24, 2022 The global gaming industry is huge. And by huge, we mean, extremely, extremely huge. The global gaming industry was valued at $202.6 Billion in the Year 2021.

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Connecting Amazon Redshift and RStudio on Amazon SageMaker

AWS Machine Learning Blog

Last year, we announced the general availability of RStudio on Amazon SageMaker , the industry’s first fully managed RStudio Workbench integrated development environment (IDE) in the cloud.

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Guest Post: What is Customer Experience (CX), and How to Improve It?

Shep Hyken

This week, we feature an article by FrontLogix , a CX outsourcing company that provides customer engagement solutions at a lower cost. They explain what customer experience is, how a BPO can help you achieve CX excellence, and provide seven suggestions for where to focus your CX efforts.

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ChurnZero’s greatest hits of 2022

ChurnZero

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks.

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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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7 Best Chatbots in Healthcare That Enhance the Patient Experience

kommunicate

Last Updated on December 24, 2022 Chatbots have grown in popularity over the past few years, especially during the COVID-19 pandemic. They are completely transforming the way we live and are a leading force in almost all industries across the globe.

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2022H2 Amazon Textract launch summary

AWS Machine Learning Blog

Documents are a primary tool for record keeping, communication, collaboration, and transactions across many industries, including financial, medical, legal, and real estate.

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5 Top Customer Service Articles of the Week 12-26-2022

Shep Hyken

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 comment about each article and would like to hear what you think too. Customer Service Heroes: 5 Happy Holiday Tales by Cassandra Vincent.

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Indiana Employers: Why Workman’s Comp is Important

CSM Magazine

If you own a business, you may already know that in Indiana, Workman’s comp insurance is required to protect both you and your employees in the event of an on-the-job injury or illness. But what exactly is worker’s compensation, and how can it help injured workers?

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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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Course Correction

Transparent BPO Outsourcing

Tactics to turn underperforming contact center staff into superstars By Steve Dibari and CJ Cardwell , VPs of Operations, Transparent BPO To deliver a great client experience, you have to have great employee engagement in your contact center.

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Use machine learning to detect anomalies and predict downtime with Amazon Timestream and Amazon Lookout for Equipment

AWS Machine Learning Blog

The last decade of the Industry 4.0 revolution has shown the value and importance of machine learning (ML) across verticals and environments, with more impact on manufacturing than possibly any other application.

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2022 Year in Review: A Look Back On VirtualPBX Achievements

VirtualPBX

The past year has been a year of incredible achievements for the team at VirtualPBX. From improving our products to enhancing customer experience, there were countless accomplishments that made 2022 a year to remember.