Sat.Jun 19, 2021 - Fri.Jun 25, 2021

8 Tips for Creating a Great Visual IVR

Fonolo

Did you know that 61% of customers don’t like the traditional IVR (Interactive Voice Response) audio model? Nobody likes lengthy phone prompts, and customers usually prefer to speak to a human. However, IVR is an efficient tool with benefits for both contact centers and customers when used correctly.

How to Create the Ultimate Contact Center RFP

Advantage Communications

It’s one thing to go through the process of determining that you need to outsource your customer service program to a contact center and getting buy-in from your upper management, it’s a completely different thing to find the right outsourced partner. Contact Center

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What is an Application Service Provider?

Babelforce

In this post: What is an application service provider? How does an ASP work? Is an ASP the same as SaaS? Pros of ASP Cons of ASP Your free guide to conversational AI (eBook). What is an application service provider?

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In The News: 3 Stories That Give Insight to Improving Your Customer Experience

Beyond Philosophy

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience.

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.

Please Don’t Discount the Inexperienced

Steve DiGioia

This past weekend I helped a friend of mine and served as the maître d for an event of 200 people that he was hosting (it was great to get back to my “banquet” roots).

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The Sustainable Work-From-Home Contact Center: WFO Streamlines Remote and Hybrid Operations

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

5 Rules For Ensuring Behavioral Science Works For Your Business

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. The concepts behind behavioral science are powerful stuff.

Start Working with Two Arms…

CCNG

For too long, contact center leaders have been trying to operate their business with one arm tied behind their backs.

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Companies’ Responses to COVID Provide Insights into Handling a Crisis

Shep Hyken

One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? I know, we’re all tired of hearing about COVID-19 and the pandemic. However, there is light at the end of this very dark tunnel.

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.

7 Overlooked Support Skills when Dealing with Customers

Nicereply

Often overlooked support skills can elevate your service offering to a more delightful, high-quality customer experience. Customer Service is a difficult job.

The Sustainable Work-From-Home Contact Center: Engage Agents with Online Learning & Development

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below, Playvox’s Jennifer Waite discusses how learning has evolved in the modern workplace. She discusses the work-from-home (WFH) challenges that online learning […].

Understanding your customer effort score (and how to improve it!)

Tethr

We talk a lot about the customer effort score (CES). Between our work in customer experience, the research that went into The Effortless Experience , and our own effort measurement score, the subject comes up, well, kind of a lot.

3 Tips to Boost Call Center Agent Engagement

Fonolo

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center.

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.

15 Companies Hiring for Remote Jobs…Alorica Listed #4

Alorica

Finding an entry-level job is an exciting rite of passage that can also bring about some uncertainty. The job market appears to be gradually improving for now, but it’s important that those seeking entry-level employment adjust their job search strategies to be successful.

Guest Post: Leaders Need to Show, Not Just Say

Shep Hyken

This week we feature an article by Annette Franz, CCXP, the founder and CEO of CX Journey Inc. She writes about how leaders can lead by example and model the change that they wish to see from their employees. How do leaders drive (lasting) change? .

How to be customer-centric in FMCG when you don't own the buying experience

Hello Customer

The old way of selling. Distributing products through supermarkets used to be an easy way of selling for FMCG brands to grow revenue. They had to meet two requirements to generate sales: penetrate the market sufficiently. create enough brand awareness. But the tide is turning.

Blogger Live Chat: Step by Step Installation Guide

kommunicate

Live chat is faster and the best way for your customers, website visitors to chat with you in real-time. Live chat provides a far better experience than contact forms or communicating through emails. In this post, we will see how you can add a live chat to Blogger.

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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.

Partner Spotlight: Call Design

Aspect

Our Partner Spotlight Series identifies our best and brightest channel partners around the globe. Our partners deploy Aspect’s deep and broad solutions portfolio for both premise and cloud. This series highlights how strong partnerships impact agent and customer experiences. .

5 Ways to Boost Your Customer Support Efficiency

Advantage Communications

Business growth and customer service go hand in hand. After all, the success of your business relies heavily on the satisfaction, loyalty and advocacy of your customers. Happy clients won’t just spend more with your business, they’ll refer you to their friends and colleagues.

Are your internal processes focused on the customer?

Hello Customer

Don't focus too much on the process. This might come as a surprise but think about it, what do processes really do in an organization? They ensure that something is delivered as promised. This is not the part where the value of customer experience lies.

How to Add Small Talk to Your Chatbot Dataset

kommunicate

What is chatbot dataset? The chatbot basically works on the data you feed into it and this set of data is called as chatbot dataset. The dataset can be mainly divided into 2 categories, one is questions that are asked by the users and the other one is answers which are the responses by the [.].

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.

Voiptime Cloud achieved recognition from SoftwareSuggest for the fastest implementation of software in 2021

Voiptime

Once again Voiptime Cloud achieved recognition from SoftwareSuggest. This is the fourth award in a row and we’re looking for more

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Streamline the Customer Journey for a Better Mobile-First Customer Experience

UJET

As the world begins to reopen post-COVID-19, customer experience is more important than it’s ever been, with 80% of companies saying their core business model needs to go and/or stay digital to remain economically viable.

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5 Myths About What Customers Want

LiveVox

Your customers are rational thinkers who know what they need, research to learn about their options, and make informed, practical decisions about what to buy… right? Well, not always.

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ISDN and PSTN Support is Ending: Here’s How to Stay Ahead of the Change

Babelforce

In this post: What is PSTN? What is ISDN? Why are phone lines ‘going fibre’? What support is available for the switch? What are other countries doing? What improvements will this bring? Where to get started… The clock is ticking.

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.

5 Reasons Not To Ignore the Rants of Your Call Center Agents

Uniphore

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you?

Amazing Business Radio: Paula Courtney

Shep Hyken

Investing in the Customer Experience. Looking at Business through the Eyes of the Customer . Shep Hyken interviews Paula Courtney, President of the Verde Group. They discuss how businesses should invest in delivering a WOW customer experience.

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What is an API? How Can APIs Enhance Customer Service in the Contact Center?

LiveVox

As customers, we take for granted that technology works when we want it to. When we order food on Grubhub, a delivery driver soon appears with the order. When there’s heavy traffic, we trust our GPS apps to find an alternate route.

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