Sat.Jan 28, 2023 - Fri.Feb 03, 2023

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Your Introduction to Call Center Automation

Fonolo

In the call center world, efficiency is the name of the game. Customers are looking for faster results without sacrificing quality of service. Call center automation software is essential to accomplishing this goal. Is your business up to the challenge? If so, you need to familiarize yourself with the latest tools and technology. While robots and AI aren’t quite ready to take the reins of customer calls, they are more than capable of assisting your call center agents in their daily work to creat

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6 Reasons Why Retailers Should Embrace Contact Center Outsourcing

Working Solutions

Every year, a larger percentage of retail business is conducted via the online marketplace. Well known as this fact is, it’s surprising how few companies have really embraced the full range of possibilities offered by online communications to give their customers a truly comprehensive and satisfying experience. Of course, doing so isn’t exactly child’s play.

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How Can AI Automation Improve Call Center Workflows?

LiveVox

AI-driven tools have completely changed the way call centers operate, improving their operations through simplified workflows for agents and as a result, better experiences for customers. AI has upgraded the most common tools call centers rely on to handle customer interactions and manage call center agents. AI tools help boost agent efficiency and productivity and […] The post How Can AI Automation Improve Call Center Workflows?

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Top Agent Experience (AX) Trends of 2023

Upstream Works

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. However, CX does not exist in a vacuum; when contact center agents have a good experience, the customer is bound to as well.

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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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How technology can enhance customer communication and engagement

Callminer

CallMiner's VP of Int'l, Frank Sherlock, talks about the value of customer communications ahead of his session at Credit Connect’s Online Collections Technology Think Tank. Read more in his blog.

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Contact Center Attrition and the RFP: You’re Asking the Wrong Questions

BlueOcean

Attrition seems like it should be an easy enough term to define, and determining which bidders’ attrition results best match your own requirements should be easy enough in a contact center RFP. In this article, we are making the case that it’s not always so straightforward. Not all attrition is created equal, and there are many ways to calculate attrition rates – so the way you frame your attrition questions in the RFP is essential to getting useful data that can inform your decision.

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Why is building a powerful customer connection important?

Helpware

Customer connection is often viewed as a more intangible thing than hard data like ROI since people’s feelings and emotions are harder to measure with exact numbers. However, studies show that businesses tend to look far beyond just cold sales rates.

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Upgrade Your Customer Service to a First-Class Experience

ShepHyken

Many years ago, a friend shared some advice with me: It doesn’t cost much more to enjoy a first-class experience. He was referring to spending just a little more in certain situations to get much more out of the experience. It could be a nicer hotel, a better seat in a theater, a better cut of meat at the grocery store, and more. He found that it often doesn’t cost much more to upgrade.

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These are the critical questions to see if your segmentation is effective!

Beyond Philosophy

If you have customer segments that read like the drink sizes on a fast-food menu, then this podcast is one you really need. The fact is many organizations get customer segmentation wrong. So, we came up with some critical questions that can get it back on track. One of our listeners is in a pickle and it has to do with their firm’s segmentation.

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The 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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The Hiring Game Has Changed: Strategies for Solving Staffing Issues

CCNG

While many jobs come with a fair amount of stress, few positions are as taxing as that of an associate in a busy contact center who must regularly handle difficult customer service issues. According to a study by Cornell University , 87% of call center employees report high job stress levels. As the first line of defense against angry customers, many customer service associates report they have been blamed for things that are out of their control.

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CallMiner Product Innovation Series: February 2023

Callminer

Bruce McMahon, VP of Product, highlights updates from the 2023.02 release, including introducing new calibration features that empower organizations to continue advancing their automation journeys.

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Amazing Business Radio: Josh Wheeler

ShepHyken

Top Takeaways: Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class. Your customers don’t compare you to your direct competitors. They are comparing you to the best experience they receive from anywhere, from any type of company, and bringing those insights back to what’s

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Work From Home vs. Hybrid?

Contact Center Pipeline

The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win. Separate from the impact that the health emergency itself had on overall service levels and customer experience, all in all the outcome of WFH for contact centers has been extremely positive.

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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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The Ultimate Guide to Call Center Training

Fonolo

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management.

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Deploying A BPO Disaster Recovery Plan Built for Your Business

Transparent BPO

“Hope” is not a plan to mitigate inevitable risk! By Randy Rollins , VP of Information Technology, Transparent BPO A well-worn mantra circulates throughout information technology circles: “it’s not a matter of if something will go wrong, it’s a matter of when something will go wrong.” Something will inevitably go awry with your IT systems […] The post <strong>Deploying A BPO Disaster Recovery Plan Built for Your Business</strong> appeared first on Transparent BP

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Customer Experience in Retail Guide: Explanations, Strategies, & the Future of CX

Lumoa

Before the digital age, customer experience in retail was a completely different world. Success depended on creating an excellent physical environment for shoppers. Businesses focused on product arrangement, purchasing/return processes, and employee helpfulness. These elements, and others, are still significant today, of course. Where and how they take place has changed, of course.

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Friendliness is more important than speed for fast food chains

Toister Performance Solutions

Imagine you had to improve customer satisfaction. You are given limited time and a small budget. (Okay, you probably don't have to imagine those limitations.) What would you focus on to get the best results? Increasing service speed Reducing service errors Improving employee friendliness According to data from Intouch Insight , the answer is number three, friendliness.

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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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3 Types of Small Business Communication Solutions for 2023

VirtualPBX

In 2023, business communication solutions have evolved dramatically. For small businesses, advances in technology have changed the way they communicate with employees, vendors, and customers across a spectrum of devices and methods. Regardless if you have a brick-and-mortar storefront or a virtual business, landlines are no longer an efficient or cost-effective means of communication.

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A Fractional CIO Can Unlock Your Business’s Potential

Real Blue Sky

Consider adding a fractional Chief Information Officer to your team if your small to mid-sized business or organization is looking to take your Information Technology capabilities to the next level. A fractional CIO can provide the same strategic advice, planning, and guidance a full-time CIO would, but at a fraction of the cost. By leveraging the expertise of an fCIO, you can maximize the return on your IT investments, grow your organization’s technology capabilities, and reduce business risk.

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5 Tips for Planning the Growth of your Support Team in the New Year

Nicereply

It can be overwhelming to sit down and start thinking about all of the things that you need to do to sort out the growth of your support team in the new year. If you’re growing your number of customers or orders in the next year, you’ll need to plan how to support them. In an ideal world, your self-service support would scale so effectively that you’d never have to hire another support person ever again.

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Scaling distributed training with AWS Trainium and Amazon EKS

AWS Machine Learning

Recent developments in deep learning have led to increasingly large models such as GPT-3, BLOOM, and OPT, some of which are already in excess of 100 billion parameters. Although larger models tend to be more powerful, training such models requires significant computational resources. Even with the use of advanced distributed training libraries like FSDP and DeepSpeed, it’s common for training jobs to require hundreds of accelerator devices for several weeks or months at a time.

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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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How To Add A Chatbot To Your Tilda Website

kommunicate

Last Updated on February 2, 2023 Tilda website builder helps to create easy-to-manage websites, online stores, landing pages, and special projects without coding. This pioneering website builder introduced block mechanics. Block mechanics allows users to create websites out of pre-designed sections. In this blog, we will teach you how to add a chatbot to a [.

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Helping Guiding Eyes for the Blind Migrate Servers to the Cloud

ConvergeOne

Guiding Eyes for the Blind is a 501(c)(3) non-profit organization that provides trained dogs to people who are blind or visually impaired. When the organization was preparing to expand into a new building in Patterson, New York, it engaged ConvergeOne to install eight (8) new Cisco wireless access points and WLAN controllers. The relationship between the two companies quickly evolved after the successful wireless deployment, as Guiding Eyes was looking for a new managed services provider to hand

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Data Privacy Day: A Reflection

Nuance

I recently visited the newly reopened MIT Museum in Cambridge, Massachusetts. Drawn to the history of computing section, it was hard not to marvel at the strange and wonderful objects behind plexiglass that recorded the history of computational technology — from mechanical equation machines to vacuum tubes, then punch cards, and finally displays on screens [.

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Customer Service in the Travel Industry: How to Do More with Less

Quiq

Doing more with less is nothing new for the travel industry. It’s been tough out there for the last few years—and while the future is bright, travel and tourism businesses are still facing a labor shortage that’s causing customer satisfaction to plummet. While HR leaders are facing the labor shortage head-on with recruiting tactics and budget increases, customer service teams need to search for ways to provide the service the industry is known for without the extra body count.

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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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5 Proven Ways To Scale Your Customer Support Team

kommunicate

Last Updated on February 3, 2023 “The most important adage and the only adage is, the customer comes first, whatever the business, the customer comes first.” — Kerry Stokes. Customers are basically your business, and if you don’t take care of your customers, your competition will. What we are saying is not just fancy talk [.] The post 5 Proven Ways To Scale Your Customer Support Team appeared first on Kommunicate Blog.

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Predict football punt and kickoff return yards with fat-tailed distribution using GluonTS

AWS Machine Learning

Today, the NFL is continuing their journey to increase the number of statistics provided by the Next Gen Stats Platform to all 32 teams and fans alike. With advanced analytics derived from machine learning (ML), the NFL is creating new ways to quantify football, and to provide fans with the tools needed to increase their knowledge of the games within the game of football.

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New Automated QA Feature Update Helps You Improve Auto Score Card Accuracy

MiaRec

A few weeks ago, we compared manual agent evaluation vs. software-supported agent scoring vs. automated call scoring for quality assurance. The conclusion was that while manual scoring usually leads to more accurate results than auto scoring, it is very labor- and time-intensive, resulting in only 1-3% of the calls being manually evaluated. Therefore, scoring 100% of the calls using automatic call scoring — in addition to manually scoring calls — is required to get a complete picture.