Sat.Aug 27, 2022 - Fri.Sep 02, 2022

3 Call Center Monitoring Best Practices You Must Know

Provana

With call recording and call center monitoring in place, you can identify areas where your teams are doing well and where you need improvement

Three best practices for effective call management

Callminer

Effective call management is an essential step in boosting contact center efficiency. Read on for three best practices to optimize your call management strategy

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The Door to Personalized (and Secure) CXs

Contact Center Pipeline

Recent research from McKinsey reveals that 71% of consumers expect brands to personalize interactions, and the majority of consumers get frustrated by non-personalized communications. What’s driving this?

The Need for Speed in Customer Service

CSM Magazine

Never has speed been more important to your customers—and to people in general—than it is today. Technology has fueled the frenzy, putting access to information and people at our fingertips and doing so at speeds that continue to increase. In a nutshell: We want what we want—and we want it now!

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.

6 Benefits of Real-Time Speech Analytics Contact Centers Cannot Ignore

Provana

Real-time speech analytics technology has tremendous potential to transform any collections-focused call center from the inside out. Read all benefits here

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4 Ways to Measure & Improve Call Center Productivity

aircall

There’s a reason business owners are obsessed with call center productivity. After all, productivity and profitability are tied together. Recently, there’s been a lot of buzz about how to measure productivity. Should it be about the number of calls an agent takes in a day?

Omnichannel vs. Multichannel: Explaining the Key Differences

HelpCrunch

So you find yourself in front of these two buzzwords — omnichannel vs multichannel — and wonder about the differences. You probably wonder: what approach is the best for your company to hit the jackpot? [ … ].

Don’t Let #Chatbotfails Take You Down

Cyara

4 Ways To Make Sure Your Chatbots Reach Their Full Potential. Businesses of all kinds are increasingly realizing the value chatbots can bring to their sales and support efforts.

Sales 67

What Is Interactive Voice Response (IVR) In A Call Center?

OctopusTech

The customer service sector is evolving continuously every day. It often seems like a new communication platform is introduced daily which your representatives should use to stay updated by communicating with your clients and ensuring customer satisfaction.

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.

The Myth Of Experience

Beyond Philosophy

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. But you knew that already, didn’t you? Intuition might be more valued in business than analysis. Many of us want a quick answer we can trust from somebody who would know.

Best Practices For A Powerful Professional Network: Part 6

CCNG

Who of us wants to watch a football game where everyone stands on the sidelines? Or a baseball game where the players never leave the dugout. Your network offers a similar arena where value comes from active participation. Get in the game. Step onto the field.

Maintaining Compliance With MFA

Contact Center Pipeline

Contact center operators have been tasked with the impossible: maintain PCI compliance by deploying multi-factor authentication (MFA) to every agent, for every application, all the time.

Key Remote Support Capability Features To Check Off Your List When Selecting A Visual Engagement Provider

TechSee

Making the leap from engaging with customers and agents via text and voice, to visual and live video is a big step. While COVID introduced technology laggards to Zoom, bringing instant, live video to the mainstream.

APIs 109

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.

The Myth of Experience

Beyond Philosophy

Intuition is a concept that plays a major role in decision-making for all humans. Intuition is the way we can “know” things without using our reasoning. It is based on our instincts and experiences, and our need to find patterns for things in our lives.

New Health Insurance Ruling Mandates Recording

OrecX

Health insurance providers can no longer avoid recording their customer/prospect calls. It is now the law. CMS Final Rule 2023 (from Centers for Medicare & Medicaid Services - CMS) was announced in May of 2022 and stipulates new call recording requirements for health provider agents.

Quiet Quitting Isn’t the Problem. Your Managers Are.

Integrity Solutions

One of the first big workforce catchphrases to go viral after the onset of the pandemic was “The Great Resignation,” as employees began to reevaluate their careers and leave their jobs in record numbers. This max exodus of talent may be slowing down a bit, but it’s far from over.

Top 10 Most Powerful Shopify Automation Tools for Ecommerce

kommunicate

Last Updated on September 2, 2022 There are few things that come close to the chaos of running an E-commerce business. There are countless tasks that one must complete within a tight timeline if customer satisfaction and loyalty are to be upheld.

82

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.

Why Community needs a seat at the table (and how to get one)

inSided

Welcome to first post in our Pulse 2022 blog series! AKA the Pulse cheat sheet of your dreams.) We're sharing key lessons and digital strategy from experts in Community, Customer Success, Product and more. Let's go! Community

83

Voice Needs to Be Part of the Digital CX – Not the Legacy Annoyance

CSM Magazine

When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.

CRM 83

How to Improve Call Center Employee Retention

Fonolo

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. Of course, call centers are notorious for high turnover rates.

5 Best Practices for Integrating Data Across Your Customer Support Software

LiveVox

In order to provide the best customer experience, it's important to integrate your customer support software with other applications that you use to manage your business. The post 5 Best Practices for Integrating Data Across Your Customer Support Software appeared first on LiveVox. Data Management

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.

QBR in SaaS: Is the traditional QBR dead?

Totango

Why Your QBR SaaS Model Needs an AI Makeover. Quarterly business reviews (QBRs)[LINK] have become a standard practice for software providers, but today’s QBR SaaS model is rapidly transforming.

SaaS 73

The High Cost of Poor Social Media Monitoring and Moderation for Brands

Helpware

It might seem like a sound strategy: let social media do its thing to promote your business and assume that your hard-won reputation will remain intact. In reality, this could not be further from the truth.

73

CSMs: Nail Your Customer Business Reviews

ClientSuccess

Most CSMs, especially those working in SaaS, meet with their customers regularly, even weekly. They constantly check in with key contacts so that nothing slips through the cracks in the progress plan.

The power of defining Customer Success with Abby Hammer and StartupCX

ChurnZero

Does your company understand the potential of Customer Success? Unfortunately, a few CEOs still think it’s just a trendy name for customer support, or believe that CS is there to schedule meetings and keep customers happy.

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.

School Greening With TreePeople: AnswerConnect’s August Tree-Planting Partner

AnswerConnect

This month, AnswerConnect is helping TreePeople advance its school greening program aimed to protect students from harsh weather conditions. The post School Greening With TreePeople: AnswerConnect’s August Tree-Planting Partner appeared first on AnswerConnect Blog. Mission and Values

71

The return of the NFL will boost sports betting

Maru Group

By Maru Entertainment & Technology | August 31, 2022. NFL games return on September 8, and with them will come an uptick in the amount of money being spent on mobile sports betting, promising increased revenues for sportsbooks operating across America.

How Tethr helped uncover the secret reasons for lost sales: Q&A with Matt Dixon and Ted McKenna 

Tethr

You already have everything you need to understand why your sales didn’t close. The reasons – both the implicit and implied – lie inside the conversations you had with each potential buyer.

Sales 68