Myra Golden Media
DECEMBER 28, 2022
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.
Contact Center Pipeline
DECEMBER 28, 2022
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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Helpware
DECEMBER 27, 2022
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
LiveVox
DECEMBER 28, 2022
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.
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.
kommunicate
DECEMBER 27, 2022
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!
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
JustCall
DECEMBER 24, 2022
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.
Hodusoft
DECEMBER 28, 2022
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.
Shep Hyken
DECEMBER 28, 2022
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.
Contact Center Pipeline
DECEMBER 29, 2022
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 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.
Beyond Philosophy
DECEMBER 29, 2022
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.
Callminer
DECEMBER 28, 2022
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
Shep Hyken
DECEMBER 27, 2022
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.
Contact Center Pipeline
DECEMBER 27, 2022
“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.”
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.
Beyond Philosophy
DECEMBER 24, 2022
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.
Callminer
DECEMBER 26, 2022
Read this blog to better understand product innovation, including new product development, and best practices for getting it right with conversation intelligence
HelpCrunch
DECEMBER 28, 2022
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 [ … ].
Helpware
DECEMBER 29, 2022
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.
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!
kommunicate
DECEMBER 24, 2022
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.
AWS Machine Learning Blog
DECEMBER 29, 2022
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.
Shep Hyken
DECEMBER 30, 2022
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.
ChurnZero
DECEMBER 27, 2022
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.
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.
kommunicate
DECEMBER 24, 2022
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.
AWS Machine Learning Blog
DECEMBER 29, 2022
Documents are a primary tool for record keeping, communication, collaboration, and transactions across many industries, including financial, medical, legal, and real estate.
Shep Hyken
DECEMBER 26, 2022
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.
CSM Magazine
DECEMBER 30, 2022
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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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.
Transparent BPO Outsourcing
DECEMBER 29, 2022
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.
AWS Machine Learning Blog
DECEMBER 29, 2022
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.
VirtualPBX
DECEMBER 29, 2022
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.
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