Fonolo
FEBRUARY 2, 2023
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?
Working Solutions
FEBRUARY 1, 2023
Every year, a larger percentage of retail business is conducted via the online marketplace.
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LiveVox
JANUARY 30, 2023
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.
ChurnZero
JANUARY 31, 2023
This article was originally published in Forbes. A turbulent economy feels like change is coming at you from all directions. Your most lucrative sales channels can dry up. Your best customers can become flight risks. Your top strategies can turn ineffective.
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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.
Upstream Works
JANUARY 31, 2023
As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX).
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Global Response
JANUARY 31, 2023
In 2023, customer service can be the distinction between long-term success and brand loyalty and failure as a business. Seem extreme? Think about it: customers have endless options to choose from, so if they have a negative customer experience, they don’t have to stick around.
BlueOcean
JANUARY 31, 2023
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.
Helpware
JANUARY 31, 2023
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. Digital CX
Blueship Call Center
JANUARY 30, 2023
For e-retailers, peak or holiday seasons like Christmas or New Year’s are crucial in terms of sales and income. E-retailers hope to make a lot of money at these times by enticing consumers with attractive deals and discounts. However, even customers have very high expectations. Everything seems wonderful until you are deluged with customer service emails, nonstop calls, and live chat messages.
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
JANUARY 31, 2023
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.
Lumoa
JANUARY 31, 2023
Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. How do you stand in that competition?
Beyond Philosophy
JANUARY 28, 2023
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.
CCNG
FEBRUARY 1, 2023
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.
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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
JANUARY 30, 2023
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.
Callminer
FEBRUARY 3, 2023
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
Beyond Philosophy
FEBRUARY 2, 2023
One of our podcast listeners Vijay Patel has a pickle, and many of you probably have the same one. Patel’s company isn’t getting the sales they need, and Patel asked us how we can tell if they are focused on the right segments.
Transparent BPO
JANUARY 31, 2023
“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.”
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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.
Russel Lolacher
JANUARY 30, 2023
In this episode of Relationships at Work, Russel chats with author, keynote speaker and i4CP CEO Kevin Oakes on research-backed actions leadership can take to culture change their organization for the better.
Toister Performance Solutions
FEBRUARY 2, 2023
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?
Real Blue Sky
FEBRUARY 2, 2023
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.
Nicereply
JANUARY 30, 2023
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.
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?
Lumoa
FEBRUARY 2, 2023
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.
ChurnZero
FEBRUARY 3, 2023
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.
Contact Center Pipeline
FEBRUARY 1, 2023
The pandemic period has proven something really important for contact centers, and that is that Work From Home on scale is a huge win.
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.
ConvergeOne
JANUARY 31, 2023
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.
Nuance
JANUARY 28, 2023
I recently visited the newly reopened MIT Museum in Cambridge, Massachusetts.
Fonolo
JANUARY 31, 2023
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.
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