Sat.Sep 03, 2022 - Fri.Sep 09, 2022

Helping the Centers That Help Others

Contact Center Pipeline

All of us rely on the selfless nonprofit organizations that exist to help others in need, whether directly or indirectly, by their actions that make a difference in others’ lives and, by extension, in our own.

5 rules for a highly successful customer experience implementation with amazing ROI! – A case study

Beyond Philosophy

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Research reveals customer experience as a top priority for call centres in South Africa

Callminer

A survey conducted by CallMiner and TechCentral reveals challenges and priorities within South African call centres, as well as how they manage performance and improve efficiencies using technology

18 Live Chat Best Practices to Help You Deliver Superior Customer Service

Comm100

Note: This blog post was originally published in January 12th, 2017. Because it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

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.

Don’s Sleep on What Gen Z Wants From Work

Myra Golden Media

True story a client shared with me. “One of our employees quit because they couldn’t believe the audacity of us to say ‘no,’ they couldn’t let us know on Thursday that they needed Friday and Monday off to go to a Jack Harlow concert over the weekend.”

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3 Agent Scorecard Practices That Can Make A Big Difference In Your Speech Analytics Program

Provana

In the absence of agent scorecard best practices, there exists no formal system to capture performance issues, benchmark them against industry standards

4 Tips to Improve CX with Conversational Customer Service

Kayako

Before the COVID-19 lockdowns, many companies were moving toward automation and using technology to improve customer service functions. During the stay-at-home orders and aftermath, companies accelerated their digital technology initiatives.

11 Internal Communications Best Practices

Guru

We tend to talk a lot about internal communications. Aside from the fact that we’re advocates for open communication and knowledge-driven cultures, we also recognize that internal communication has become an absolute cornerstone of the modern workplace. internal comms

5 rules for a highly successful customer experience implementation with amazing ROI! – A case study

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Understanding (And Complying With) Canada’s Laws

Contact Center Pipeline

Canada has a strong customer service culture, enabled and supported by contact centers. Canadians are noted—and perhaps stereotyped—for their patience and tolerance.

5 proven coaching strategies to improve contact center culture and productivity

Callminer

Effectively utilizing data is essential to improving contact center culture and productivity. Read on for our list of five data-driven coaching strategies

What Is a Quarterly Business Review? Three Keys to a Great QBR

Totango

What Is a QBR? How to Make Quarterly Business Reviews Count. A quarterly business review (QBR) gives you four opportunities per year to showcase the value your product delivers to customers.

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CCMG & COPC Inc. Partner to Propel South Africa’s Contact Centre Industry Development  

COPC

WINTER PARK, Fla., Sept. 8, 2022 – COPC Inc. is pleased to announce a new partnership with the Contact Centre Management Group (CCMG) in South Africa.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Is Cost of Performance the Undiscovered X Factor?

Contact Center Pipeline

Robert Bradshaw is the co-founder and president of WiserOwl, a US-based company helping contact centers dramatically improve performance and the customer experience while saving money.

6 best practices for omnichannel customer engagement

Callminer

Taking an omnichannel approach to customer service is essential in the modern technological landscape. Read this post to learn best practices for omnichannel customer engagement

How to Calculate Your Chatbot ROI

kommunicate

Last Updated on September 7, 2022 If you’re like most marketers, you’re always looking for ways to improve your return on investment. And if you’re thinking about adding a chatbot to your website, you’ll be happy to know that chatbots can deliver some serious ROI.

How does conversational AI accelerate clinical workflows?

Nuance

Dragon Medical One has built a strong reputation as an award-winning speech recognition solution in the healthcare sector in. Of course, Dragon Medical One still has unmatched speech recognition accuracy, and dictation certainly saves clinicians time compared to clicking and typing.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Average Session Duration and Why it Matters to SaaS Companies

ClientSuccess

In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting them in their relationship.

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7 Shared Mailbox Best Practices: Keep Your Team on the Same Page

HelpCrunch

You’ve got a new message – this phrase triggers many customer service reps’ emotions, from a sigh of relief to eye twitching. Why does the second scenario happen? Well, let’s see… I would say that [ … ].

Zendesk Features You Must Know in 2022

kommunicate

Last Updated on September 9, 2022 What is Zendesk used for? Zendesk is a well-known, fully-featured client service solution, very popular with businesses looking to improve their customer support strategy.

How Streamlined Onboarding Can Win You Customers for Life

Helpware

Congratulations! You just landed your company a new customer. You're both excited about working together, but you still have to onboard the customer before the real partnership can begin.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Self-Service Checklist – What You Need

TeamSupport

Imagine you just bought a brand new guitar and you’re ready to shred. Your amp is on and set high, your cords are all plugged in, you’re ready to jam. You strum an E major chord only to find that it plays an F minor – not good.

A Guide To Monitoring Your Remote Contact Center Agents

Omnicus

A contact center is an essential part of every company’s business. With the increasing sophistication and complexity of customer demand, it has become increasingly important to have a team of skilled agents who can handle any query easily and gracefully.

Cutting the Cord? Check Out VirtualPBX Communication Apps

VirtualPBX

Communication apps are one of the most popular methods of communication in today’s world. Unlike desk phones, communication apps don’t require you to be tethered to a desk to operate your business. All you will need is an internet connection and an internet-capable device.

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Four ways customer education helps support the Customer Success team

ChurnZero

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Why your business isn’t customer centric

TeamSupport

Raise your hand if you’ve heard that your business needs to be customer centric. Now raise your hand if your business is customer centric.

6 Steps to Empowering Agents with Workforce Engagement Management [Part 3]

ConvergeOne

Part 1 and Part 2 of this blog series detail the first three steps to effective Workforce Engagement Management. Step 4: Amplify Customer Satisfaction Efforts. Drive Agent Performance Improvements with Gamification. Feedback is one of the most powerful tools available to modify employee behavior.

Why Customer Experience is a Reflection of Employee Experience

Nicereply

What is an employee experience and why does it matter? Find out in our article! Whatever industry you are in, delivering outstanding customer experience is most probably one of the major goals of your business.