Contact Center Pipeline
MAY 25, 2022
The New Year always brings hope for new beginnings. And there were the signs of that in 2021. What with the rollout of vaccines to end the COVID-19 pandemic, and with it hopefully the ending of restrictions on (and fear of) in-store shopping and also travel, and fresh economic growth that has freed up demand […].
Fonolo
MAY 25, 2022
Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. Employing the right technology for your contact center’s specific needs can cut call center costs incrementally, leading to more productive call center agents who stick around longer and improved c
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Beyond Philosophy
MAY 25, 2022
The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. As a result, their team was always pressured to streamline staffing, coached to be as efficient as possible with multiple priorities, and designed to generate the least amount of cost.
Steve DiGioia
MAY 23, 2022
You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can. (NOTE: McDonald’s has regional variations in their menu to accommodate local tastes). But what if you work at a location that is having difficulty maintaining the corporate standards because your venue doesn’t conform to the design that the standards
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Callminer
MAY 23, 2022
Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
CX Accelerator
MAY 25, 2022
Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs. When you do reach out, you want to know that you’re in good hands and that an answer or resolution to your issue is waiting at the end of that interaction.
Beyond Philosophy
MAY 26, 2022
Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments. The designation of small, medium, and large customers doesn’t reveal much about what customers want or why they are in the group they are. . Perhaps a different tack is in order.
Callminer
MAY 25, 2022
Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suite. Learn more in this blog.
ShepHyken
MAY 24, 2022
Bridging the Gap between Company Culture and Customer Service. Investing in Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He talks about getting leaders to invest in customer service. Top Takeaways: Why don’t all companies deliver a great customer experience?
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Contact Center Pipeline
MAY 26, 2022
Since the passage of the Americans with Disabilities Act (ADA) in 1990, employers, like contact centers, (known as “covered entities” under the law), have scrambled to understand how the act applies to them. Overwhelmingly, organizations have taken a reactive approach to the ADA. To illustrate, in a study conducted by the Great Lakes ADA Center, […].
Beyond Philosophy
MAY 21, 2022
Verint is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap report is essential reading for experience professionals today. Fleischaker emphasizes the critical nature of ensuring that you don’t overlook Voice of Customer data, which is crucial part, so you can optimize the relevance of the insights you get from it.
OrecX
MAY 25, 2022
In many organizations, call recording is a means to an end. That is, upon audio capture, recorded calls are then transcribed and mined for meaningful keywords and phrases like "mad", "unhappy", or "cancel". Conversational analytics engines automatically identify these words and can alert managers, team leaders and/or quality evaluators who can use those relevant sections of an interaction to better coach underperforming agents.
ShepHyken
MAY 25, 2022
Just the other night, my wife and I joined some friends for a nice dinner. The server, who may still have been in high school, was taking our order. She looked at my wife and asked, “Honey, what would you like?” . When the server walked away, my friend said to Cindy, “Don’t you hate when someone other than your husband refers to you as ‘honey’?” .
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Contact Center Pipeline
MAY 24, 2022
The five factors of Caller Tolerance. (Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance. This month’s article completes the topic and focuses on Caller Tolerance […].
Totango
MAY 27, 2022
Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch. SaaS businesses adopt product-led marketing to lower customer acquisition costs while improving customer retention and accelerating revenue growth.
Avoxi
MAY 23, 2022
5 Common Problems with Multi-Carrier Phone Number Provisioning (& Solutions) A lot can go awry when you're balancing several VoIP providers manually at one time. Below, we've identified these common problems and how a cloud-based platform helps simplify IT tasks to eliminate frustration for you, your team and call center. As an IT or telecom… The post 5 Problems with Multi-Carrier Phone Number Provisioning?
ShepHyken
MAY 23, 2022
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. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker. (CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport.
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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.
Interactions
MAY 26, 2022
Brands shouldn’t gamble when it comes to customer experience. Just one bad experience can affect customer loyalty and your bottom line. In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. So when it comes to technology that automates CX, you should place your bets on Conversational AI for the win.
Nicereply
MAY 25, 2022
Eventually, it will happen. Something will go wrong, mistakes will be made and customers will be upset. When it happens, the right thing to do is own the mistake and apologize to anyone affected. In fact, a genuine apology is more effective in service recovery than compensation alone. The Carey School of Business found that only 37% of upset customers were satisfied when offered something in return for the issue.
Quadient
MAY 23, 2022
Contact Center Wrap-Up—Where the Rubber Meets the Road. Marissa Feigen. Mon, 05/23/2022 - 12:58. Customer experience (CX) is the new marketing battleground. Customers who perceive their interactions with your company as highly positive purchase more of your products and/or services, purchase more frequently, are more loyal, and are more likely to share their positive views with personal contacts and online communities. .
AnswerConnect
MAY 26, 2022
In May AnswerConnect teamed up with Trees, Water & People to build resilient communities through reforestation projects. The post Building Resilient Communities with Trees, Water & People: AnswerConnect’s May Tree Planting Partner appeared first on AnswerConnect Blog.
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
JustCall
MAY 26, 2022
We are excited to launch our Partner Program that will help agencies, IT businesses & affiliate marketers to earn revenue while helping SMBs with digital transformation. Demand for Cloud Telephony & Workflow automation is growing at an accelerated pace so partnering with us will allow you to become a part of a growing industry with great growth opportunities.
Call Experts
MAY 26, 2022
Have you ever wondered how call screening can increase your efficiency? You might have heard of caller-ID , but what is call screening exactly? Call screening can be an effective tool for large and small businesses. . It has become much more accessible in recent years as technology has grown, and it can be beneficial for any business with a lot of phone calls coming in.
Hodusoft
MAY 26, 2022
HoduCC – Call Center and Auto Dialer Software Stands out as FrontRunner in the Gartner report. Providing impeccable services through tech-driven software, HoduSoft has become one of the reputed names in the unified communication industry. HoduSoft has bagged the title of FrontRunner as Top Call Center Software and Auto Dialer software, HoduCC from Software Advice, a Gartner company.
VirtualPBX
MAY 25, 2022
It’s no secret that ride-sharing services like Uber and Lyft have taken over vehicle transportation services. Since 2014, the value of taxi medallions has dropped by a staggering 80%. With low fares, mobile apps, and increased convenience of these ride-sharing services, it’s no wonder that taxi businesses have had a hard time keeping up. While competing with these companies may seem like a significant feat, a text messaging service could be the solution you are looking for to make your business
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Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
Spearline
MAY 25, 2022
Welcome Bosnia and Herzegovina to Spearline! We are delighted to let you know that you can now test your numbers in Bosnia and Herzegovina across the country’s two major mobile networks – BH Telecom and M-Tel. Between these two operators, they hold around 90% of the overall market share in Bosnia and Herzegovina. The solution is hosted in Sarajevo which is where the calls will originate from and terminate in.
JustCall
MAY 25, 2022
We are happy to announce two more additions to our continuous progress in making JustCall calling – experience and quality – flawless. 1. Select nearest data centers for better call quality ? Depending upon your location and internet speed, you can select a data center through which you would like to route your JustCall calls. Let’s say you have an Australian number but your team sits in Philippines, so you can route your calls via Singapore data center instead of Australia ser
SQM Group
MAY 25, 2022
SQM Group has developed a comprehensive guide to 15 proven call center best practices to deliver great customer service.
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