Contact Center Pipeline
FEBRUARY 23, 2023
As a customer service expert, you’ll always have age-old problems to solve, like attracting and retaining customers, shipping issues, disgruntled shoppers, and burned out call center staff.
Myra Golden Media
FEBRUARY 18, 2023
To politely control calls, ask your caller three closed-ended questions, back-to-back. I learned this tactic from a former trainer of law enforcement. The Trainer helped police officers assert their authority and maintain control by having them ask people three questions during traffic stops. Watch my video to learn how to confidently guide callers to the next steps by asking three closed-ended questions back-to-back. For more help with call control, check out my De-escalation Academy.
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CCNG
FEBRUARY 22, 2023
Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star ratings from five to four stars.
Totango
FEBRUARY 23, 2023
Challenging economic times really put pressure on teams to retain revenue. How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue.
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Trusted by over 750 customers across industries, the LinkLive AI -Powered Contact Center platform empowers businesses to deliver trusted experiences through voice, video, chat, secure email, and more channels.
LiveVox
FEBRUARY 23, 2023
Developing and maintaining a comprehensive business continuity and disaster recovery (BCDR) plan is a demanding and resource-intensive activity. It’s easy to see why so many businesses adopt a “set it and forget it” approach to disaster recovery.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CSM Magazine
FEBRUARY 24, 2023
Customer service is a vital component of any successful business. The way a business deals with its customers can determine whether it thrives or fails. Providing exceptional customer service is critical in building long-term relationships with customers and gaining their loyalty.
Calltools
FEBRUARY 22, 2023
After-call work (ACW) includes all of the actions that your agents must perform after ending a phone call. These tasks may vary depending on the nature of your contact center and your internal processes.
NobelBiz
FEBRUARY 22, 2023
Website, email, social media, SMS, instant messaging, and mobile applications: the evolution of communication channels over the last two decades has increased the number of available points of interaction between businesses and their consumers.
Working Solutions
FEBRUARY 23, 2023
Finding a contact center solution that is both efficient and cost-effective can be challenging. While outsourcing customer service functions overseas lowers operating costs, it carries with it certain risks that may outweigh the savings.
Speaker: Chester Santos – Author, International Keynote Speaker, Executive Coach, Corporate Trainer, Memory Expert, U.S. Memory Champion
In this entertaining and interactive presentation, Chester Santos, "The International Man of Memory," will assist you in developing life-changing skills that will greatly enhance your professional development and lifelong learning.
ShepHyken
FEBRUARY 21, 2023
Ten years ago, I wrote an article about why delivering an amazing customer experience is important.
Beyond Philosophy
FEBRUARY 18, 2023
Price increases are part of today’s business environment. Unless you live on the moon, you are experiencing them from your suppliers, too, and will pass those on to your customers also.
PeopleMetrics
FEBRUARY 21, 2023
Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers.
Cisco - Contact Center
FEBRUARY 24, 2023
When we think about today’s enterprise infrastructures, at their core, they comprise a few elements: multiple public clouds (primarily, Amazon Web Services, Microsoft Azure, Google Cloud, and Oracle C… Read more on Cisco Blogs Executive Platform Cisco Security Cloud Featured M&A multicloud Valtix
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Ventana Research named Verint an Exemplary Leader in the 2023 Customer Experience Management Value Index, leading in multiple categories including Adaptability, Manageability, Usability and Product Experience. Download the Index.
ShepHyken
FEBRUARY 20, 2023
Top Takeaways: Customers have different levels of tolerance when sharing their information with brands. Some customers are willing to share everything with a brand, some refuse to share anything at all, and there are those that fall in between. This range makes up the different data personas.
Beyond Philosophy
FEBRUARY 23, 2023
Alan Flower is in a pickle, and he came to us for help on a recent podcast. Flower asks, “How can I increase prices and not lose customers?”
Abby Connect
FEBRUARY 20, 2023
Launching your business came with seemingly insurmountable hurdles. Yet, here you are—a steadily operating company that has customers and clients calling in on a daily basis.
Cisco - Contact Center
FEBRUARY 24, 2023
This blog was co-authored by Brent Hill, Exam Protections & Security Operations Manager, and Brent Morris, Security Investigations & Enforcements Program Manager.
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Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.
ShepHyken
FEBRUARY 19, 2023
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.
Jon Arnold
FEBRUARY 22, 2023
Last week was my fifth go-round as Chair of the Future of Work Expo in Ft. Lauderdale, and given my travel schedule, this is the first chance I’ve had to get this recap done. As good as the 2022 edition was, this was even better, and am expecting nothing less for 2024.
Abby Connect
FEBRUARY 21, 2023
In businesses of days past, you may remember a busy lobby or office space populated by endlessly ringing phones.
Cisco - Contact Center
FEBRUARY 23, 2023
Ransomware is a rapidly growing problem for school districts across the United States. In the past year alone, there have been multiple high-profile cases of school districts falling victim to… Read more on Cisco Blogs Education #EducationNow education k12 education ransomware
Advertiser: ZoomInfo
ABM gets better with age — but unfortunately, marketers don't have the luxury of pouring it into an oak barrel for a couple decades to let it mature. It’s clear there’s a maturity gap in ABM strategies, so how can marketers start closing it?
Fonolo
FEBRUARY 21, 2023
The on-going contact center conversion to SIP trunking technology has been an industry success story. For starters, using SIP technology to enable voice and video calls, messaging, and data transmission saves money: up to 50% more, according to Gartner analysts.
Abby Connect
FEBRUARY 20, 2023
Growing your law firm and establishing your services as an authority within your community comes down to trust. To build trust within your services, you must create efficient internal processes and generate marketing materials that speak to your unique expertise and qualifications.
Cisco - Contact Center
FEBRUARY 23, 2023
Thriving in the fast-changing world of technology means staying abreast of the latest trends and advancements. In recent years, one such trend—DevOps— has surged in popularity and usage.
Advertiser: ZoomInfo
More than two years in, COVID-19 is far from over. Businesses are tasked with beating pre-COVID numbers, making marketing crucial. This is your time to create brand awareness, bring in the best leads, and play a vital role in new and existing profit.
Contact Center Pipeline
FEBRUARY 21, 2023
Since the dawn of direct-to-consumer retail, customer service has separated leading retailers from laggards. As retail matured and transitioned from brick-and-mortar to online, the contact center’s role in the customer lifecycle gained increasing importance.
Nuance
FEBRUARY 22, 2023
When you stop and consider the work processes you follow every day at your practice—the tools you use, the tasks you do, and the way you do them—do you notice areas where they could be improved?
Abby Connect
FEBRUARY 20, 2023
If you’re in charge of a small law firm, there’s a good chance that running your own practice is one of your lifelong goals. But providing legal services without the backing of a large, corporate firm is no small task.
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