LiveVox
DECEMBER 19, 2022
One of the most important aspects of any company is its customer communication management. Although omnichannel platforms give customers more flexibility when it comes to how they choose to communicate, it’s critical for companies to know how to communicate with them. Communication styles are an integral part of the way that call centers operate. Agents […].
Upstream Works
DECEMBER 20, 2022
Over the course of 2022, artificial intelligence (AI) became mainstream for contact centers. In 2023, it will become table stakes. As with cloud adoption, the promise of AI has become compelling enough that contact center leaders are no longer wondering if it has a place in their plans. Unlike legacy technologies that are fully-formed when deployed, AI-based applications are iterative – they get better the more you use them.
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Global Response
DECEMBER 21, 2022
Whether your call center is in-house or outsourced, with 4 agents or 400, a thorough and repeatable quality assurance (QA) process is essential. A Quality Assurance (QA) process ensures that your team is performing at the standards expected by your team and brand. Not only does a QA process ensure your call center services are the best they can be, but it can also help: identity and prevent potential problems or trouble areas highlight common customer issues and complaints make communication p
ShepHyken
DECEMBER 23, 2022
This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. They share their top 5 unified communications predictions for 2023. Predictable. It’s a word that organizations love to hear, but unfortunately, the past few years have been anything but.
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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.
Contact Center Pipeline
DECEMBER 22, 2022
Providing excellent customer service, support, sales, and billing relies on having the right numbers of the skilled contact center agents at the right times. But ensuring that critical task is accomplished successfully appears to be challenging in today’s new normal. For insights, we reached out to the suppliers of workforce management (WFM) solutions.
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
Helpware
DECEMBER 20, 2022
Customer service is now even better with software-as-a-service tools. SaaS helps companies deliver better customer experiences at much lower overhead costs.
Contact Center Pipeline
DECEMBER 21, 2022
Organizations are now well in their third year of operation in the remote or at-home/work-from-home (WFH) contact center environment. And they are working to devise sustainable workforce management (WFM) strategies. In today’s challenging job market, it’s crucial for organizations to attract, nurture, and retain quality talent. Paul Stockford of Saddletree Research had stated: “The effective […].
kommunicate
DECEMBER 21, 2022
Last Updated on December 21, 2022 Enterprises. Think behemoths. The big guns. The giants in the industry. While there is no cut-and-dry explanation as to what exactly an enterprise is, one can safely assume that enterprise businesses are those whose revenues range from $1 million to a few billion dollars. The E.U. defines enterprise businesses [.]. The post 5 Proven Ways How Chatbots Can Help Enterprise Businesses Scale appeared first on Kommunicate Blog.
Callminer
DECEMBER 20, 2022
From campaign strategy, to crisis management, to brand sentiment, read about three ways CMOs can leverage conversation intelligence to understand customers' brand experience.
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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
Beyond Philosophy
DECEMBER 22, 2022
Many of you are no doubt considering your New Year’s Resolutions. You have probably done this more than once. Unfortunately, like many of you, I have made and broken many New Year’s resolutions. Today, we will talk about why this happens and how you can manage these influences to a better outcome in 2023. A typical New Year’s resolution is to lose weight.
ShepHyken
DECEMBER 20, 2022
The Customer’s Need for Speed . In Customer Experience, Speed Equals Caring. Shep Hyken interviews Jay Baer, customer experience and marketing expert. He shares his findings from his new study, The Time to Win , and insights on how speed impacts customer experience and revenue. Top Takeaways: Time is the only inelastic resource.
Contact Center Pipeline
DECEMBER 20, 2022
“Spare me” is an idiom defined as, “Don’t bother continuing to tell me that; I don’t believe or care about whatever you’re saying.” This definition runs on a loop for many Contact Center agents these days when listening to feedback by those who think they are coaching. Key Performance Indicators (KPIs) built around agent productivity […].
OctopusTech
DECEMBER 23, 2022
Ok, now that you have decided that your website needs improvements, but that can be done properly when you hire an SEO company and take their help to grow your business. But you must be stuck here on one question i.e. how to find a good SEO consultant? The process of hiring an SEO partner can be a difficult task if you don’t have proper knowledge about search engine optimization.
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.
Beyond Philosophy
DECEMBER 17, 2022
Ah, yes! It’s the most wonderful time of the year. When we reflect upon the passing year and make plans for the New Year: what we want to keep, where we want to be, and how we need to change. Then, we make them, our New Year’s Resolutions. However, in just a few days’ time, we will have failed at keeping these resolutions (again) and forgotten all about it.
HelpCrunch
DECEMBER 19, 2022
Pages of Frequently Asked Questions, or FAQ for short, are an immensely popular channel of customer self-support. If you somehow don’t have an FAQ page in 2022, it’s high time you get one. In this [ … ]. The post How to Create a Practical FAQ Page: Pro Tips & Examples appeared first on HelpCrunch blog.
Avoxi
DECEMBER 20, 2022
What Hoteliers Need to Know About PBX and SIP Trunking It’s no secret that the success of your hotel thrives on its relationships with its guests. Achieving this in today’s digital age, however, can be challenging. Customers expect a lot from your hotel staff. For example, they want to easily modify reservations through multiple channels,… The post What Hoteliers Need to Know About PBX and SIP Trunking appeared first on AVOXI.
Eptica
DECEMBER 22, 2022
Date: Thursday, Décembre 22, 2022 Author: Laurianne Merour - Digital Marketing Manager Identifier les bonnes performances des agents grâce à la technologie. Publié le: 22 Décembre 2022. Auteur: Laurianne Merour - Digital Marketing Manager L'IA automatise les tâches complexes et permet de reconnaître les agents qui ont fourni un excellent service.
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!
Toister Performance Solutions
DECEMBER 22, 2022
Imagine you had a customer service crystal ball. This crystal ball could magically predict service failures. It would give you just enough time to swoop into action and avoid disappointing customers. While I don't have a crystal ball, I can share three proven techniques that do the same trick. Each of these techniques can help you predict when something will go wrong and give you just enough time to prevent it.
Certified Languages International
DECEMBER 21, 2022
New Year’s celebrations are a time to commemorate new beginnings, personal growth, and the bonds we share with our fellow human beings. Each culture that recognizes a New Year holiday does things a little differently. Let’s take a look at a few! 1. Nowruz — Iran. Celebrants prepare a table of offerings for Nowruz. Nowruz, meaning “new day” in Farsi, is observed on March 21 to welcome the first day of spring.
The Petrova Experience
DECEMBER 20, 2022
Customer experience strategy guides exceptional experience and bolsters growth. When executed well, it impacts not only your market share, but the entire industry in which you operate. In fact, a well-crafted, consistently deployed CX strategy built to address customer personas, needs, and wants, and to anticipate market changes and opportunities, contributes to customer experience as a competitive advantage.
ChurnZero
DECEMBER 21, 2022
2022 was a tireless year. If you’re anything like me, you signed up for a bunch of webinars with admirable intentions of attending, which is code for snagging the recording to watch when you found an uninterrupted window of time, which is also a nice way of saying never. We’re only human and dealing with a torrent of media, distractions, deadlines, personal issues, and everything in between.
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.
AWS Machine Learning
DECEMBER 20, 2022
This three-part series demonstrates how to use graph neural networks (GNNs) and Amazon Neptune to generate movie recommendations using the IMDb and Box Office Mojo Movies/TV/OTT licensable data package, which provides a wide range of entertainment metadata, including over 1 billion user ratings; credits for more than 11 million cast and crew members; 9 million movie, TV, and entertainment titles; and global box office reporting data from more than 60 countries.
COPC
DECEMBER 23, 2022
High-performing organizations spend time creating company values that link employee engagement to broader customer experience strategies and the company’s overall success. These values then become woven into every aspect of the organization and from all levels of management. . We surveyed nearly 6,000 employees across industries at business processing outsourcing (BPO) organizations and in-house contact centers, including work-at-home staff.
MiaRec
DECEMBER 19, 2022
If you work in a contact center or in customer service, or if you are responsible for the quality of customer interactions in any way, then it's essential to be familiar with the terminology used in contact center analytics software.
Nuance
DECEMBER 19, 2022
About the authors: Matthew Lungren MD MPH, Chief Medical Information Officer, Nuance Communications Ivan Tarapov, Group Manager, Medical Imaging AI, Microsoft Jameson Merkow, Principal Software Engineer, Medical Imaging AI, Microsoft Stephen Kaiser, Strategic Client Technology Lead, Microsoft Introduction Clinical applications of Healthcare AI have significantly expanded over the past 5 years, as shown by a [.].
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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.
AWS Machine Learning
DECEMBER 20, 2022
The IMDb and Box Office Mojo Movies/TV/OTT licensable data package provides a wide range of entertainment metadata, including over 1 billion user ratings; credits for more than 11 million cast and crew members; 9 million movie, TV, and entertainment titles; and global box office reporting data from more than 60 countries. Many AWS media and entertainment customers license IMDb data through AWS Data Exchange to improve content discovery and increase customer engagement and retention.
Quiq
DECEMBER 20, 2022
Do you have a customer referral program yet? If you don’t, you’re missing out. Long before the internet, before the rise of Madison Ave and ad men, and even the printing press, there was word of mouth. While we keep coming up with new and unique ways to sell products and services, we’ll never be able to beat organic word-of-mouth marketing. But we can incentivize it.
JivoChat
DECEMBER 22, 2022
Are you looking for inspiration to write one-word Instagram captions? Imagine the situation, you have taken a gorgeous picture or recorded an amazing video and you want to post it on your Instagram profile, but you feel uninspired when it comes to writing the caption. That’s a very common situation, isn’t it? Probably it has already happened to you.
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