Sat.Jul 30, 2022 - Fri.Aug 05, 2022

Taking Service to the Next Level

Contact Center Pipeline

People tend to focus on the amount of time they spend on hold when they think about what’s wrong with customer service. But I’m convinced that it is the agent—the person who answers the call we make to the contact center—who is the real linchpin of the customer service experience.

Your Contact Center Employees Aren’t Happy. That’s Why They’re Leaving.

Myra Golden Media

Many of the Chicago Midway airport newsstands were closed when I traveled through last week. It was 3 pm. I settled on a glass of wine at Reilly’s Daughter in the A Concourse. Typically, they serve food, but the kitchen was closed that afternoon.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Guest Post: What is the Importance of a Voice-enabled Bot in a Contact Center?

Shep Hyken

This week we feature an article by Shruti Bansal, Digital Marketing Expert at Ameyo , an AI-powered contact center solution. She shares how contact centers can use voice bots to capture, interpret, and analyze verbal input from the speaker and reply in a similar natural language.?.

AI Is Just Opinions Written In Code

Beyond Philosophy

Artificial Intelligence (AI) is such a promising technology. It’s so exciting that I worry a little that people treat it like magic. However, it could be that magic is the wrong word.

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.

Enabling Excellent Omnichannel Experiences

Contact Center Pipeline

Customer service, but particularly support, has grown in importance significantly in today’s online world.

More Trending

What is digital customer experience management?

Callminer

CX is one of the most important facets of a company's performance. Read this blog to learn about prioritizing and optimizing digital customer experience management

AI is just opinions written in code! Have you built in AI Ignorance?

Beyond Philosophy

We hope you enjoy today’s show. If you do, could vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. Thanks very much. Cheers! To vote, please click here.

Seven Ways to Handle Abusive Customers (And One Way Not To)

Shep Hyken

No employee should be treated poorly by customers. . I feel bad for the people who work at the airport luggage office.

Creating a Customer-centric Culture: Four Steps to Get Started

Quadient

Creating a Customer-centric Culture: Four Steps to Get Started. Marissa Feigen. Mon, 08/01/2022 - 18:38. After what feels like forever, I recently got a chance to re-engage in my favourite pastime – meeting people in person at a Quadient-hosted event located here in London, UK.

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.

How to hire work from home call center agents

Callminer

In the age of remote call centers, it is important for organizations to consider which candidates can work from home effectively. Read on to learn tips for hiring remote call center agents

Here’s How to Fix 3 of Your Most Pressing Internal Comms Problems

Guru

“What metrics do you care about?” is the most important sales discovery question of our time. As revenue and people leaders alike recognize the importance of having a solid internal communications strategy, this essential question now fills up most work inboxes. internal comms

Qualifications and Skills for a Career in Customer Service Management

CSM Magazine

Customer service managers are responsible for overseeing customer service in an organization. Here, we discuss the skills and qualifications that are needed for the position. Customer service manager jobs are typically available in large organizations that have a customer service department.

The Complete Guide to MyShopify

kommunicate

Last Updated on August 5, 2022 If you’re planning to start your first ever e-commerce platform, there’s a high chance that you are counting on Shopify. It is a platform that allows you to set up an online store and sell your products. Gearing up in 2006, it became a wagon of e-commerce titles in [.].

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.

Why it’s essential to have an integrated strategy for AI in radiology

Nuance

Nearly every patient story starts with an image. In fact, 80% of all hospital and health system visits include at least one diagnostic imaging study. Prompt, accurate imaging results are essential for determining appropriate care pathways, and any delay can have a dramatic impact on patient outcomes.

Your Most Valuable Asset: The Agent-Centric Call Center Philosophy

Vistio

Listen to the full podcast here: On this episode of, Vistio’s Rob Connelly talks about our agent-centric call center philosophy. The call center agent is the single most important asset that you have.

Episode #26 – Why You Need to Embrace an Accessible Workplace

Russel Lolacher

In this episode of Relationships at Work, Russel chats with Canada’s first Chief Accessibility Officer Stephanie Cadieux on the importance and benefits of embracing an accessible workplace.

Introducing The 2022 LiveVox Agent MVP Award Winners

LiveVox

Every day, contact center agents work behind the scenes to help businesses of all kinds put their best foot forward for customers. Their work is the foundation of any well-run organization, but their contributions often go unnoticed.

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.

4 Internal Customer Support Practices for the Modern Contact Center

Customer Service Life

Image by mohamed Hassan from Pixabay. This article was originally published on CustomerThink and is being reposted with the permission of the editor.

Profitable Additions To Consider for Your Restaurant

Joe Rawlinson

Running a restaurant is a lot of work that takes a big investment of time and money to be successful. Once your restaurant is up and running, however, you should always look for ways to boost your profits.

How to Craft the Best Client Onboarding Questionnaire

Totango

A client onboarding questionnaire helps you gather the information you need for excellent client relationships that promote long-term loyalty. Asking the right questions is key to effectively using this powerful customer success tool. What Is a Client Onboarding Questionnaire?

B2B 76

4 Stats that Show How Universities Can Increase Enrollment 

Comm100

Reaching students has never been more challenging. In US postsecondary education, spring enrollment decreased by 7.4% from 2020 to 2022. With student enrollment down, competition for student attention and engagement is heating up.

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.

What Microsoft’s Digital Contact Center Means for Call Recording & CX

MiaRec

Microsoft continues to increase its presence in the UCaaS and Contact Center markets. Just as Microsoft fully unveils its Digital Contact Center, it posts earnings that reveal the Teams Phone has over 12 million PSTN users. Call Recording Microsoft Teams

Mythbuster monthly: Customer Success Manager coverage ratio

ChurnZero

When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Many of the practices that used to work no longer do—in fact, they could even be hurting your business.

Use These 3 Speech Analytics Features to Improve Your Quality Assurance Program

Provana

“Call quality” is increasingly becoming an essential criterion to measure the repeatable, sustainable, and compliant performance of any collection business. This explains why most collection agencies use speech analytics platforms to test, flag, and evaluate their calls.

Creating a framework for digital transformation

Eptica

Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Published on: August 05, 2022.

B2B 104

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.

First Contact Resolution Rate – Should it Matter to CSMs?

ClientSuccess

During a typical day as a CSM, you’re fielding questions from internal and external sources. Your internal team members want to know how a customer account is doing, where a specific project stands, and other customer-specific information.

Cloud gaming has a bold future

Maru Group

By Maru Entertainment & Technology | August 4, 2022.

QCS + AnswerNet = Expanded Outsourced Services, Capabilities, & Expertise

Quality Contact Solutions

Earlier this year, QCS joined forces with AnswerNet , a powerhouse telephone answering services provider – the biggest and best on offer in the U.S. and Canada.