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

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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

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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 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! We have no patience with processes—both internal and external—that move slowly.

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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

Analytics 189
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The 2023 Verint Experience Index: Retail

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

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Components of a modern VoC program

Callminer

Leveraging VoC is an essential step in boosting customer satisfaction. Read on for our outline of a modern VoC program and tips for putting customer insights to use.

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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? [ … ]. The post Omnichannel vs. Multichannel: Explaining the Key Differences appeared first on HelpCrunch blog.

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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. In a recent trends report released by Intercom, companies that implemented chatbots reported a 67% boost in sales, a threefold increase in support response times, and a 24% bump in customer support satisfaction (CSAT) scores.

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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. One thing that has remained constant for a long time is that users still prefer to solve their queries on a phone call rather than choosing any other medium and that’s where Interactive Voice Response comes in.

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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. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening.

Analytics 370
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SME Relationships: Proven Solutions for Seamless Collaboration and Success

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!

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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. Show colleagues that you’re a valuable connection and a willing contributor to the collective knowledge of the network.

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Guest Post: Build Your Winning Customer Experience Strategy With These Quick Tips

ShepHyken

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Here are some tips for building a winning customer experience strategy. Companies that provide a seamless customer experience have a better chance of creating a loyal audience in the long run.

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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. But if you’re a call center leader, it’s your job to combat that damaging trend.

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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. Unfortunately, intuition isn’t always right. Knowing when intuition could be correct and when it might not be is a critical skill for any of us, particularly in business.

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Reimagining CX: How to Implement Effective AI-Driven Transformations

Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster

As businesses strive for success in an increasingly digitized world, delivering an exceptional customer experience has become paramount. To meet this demand, enterprises are embracing innovative approaches that captivate customers and fuel their loyalty. 💥 Enter conversational AI - an absolute game-changer (if done right) in redefining CX norms.

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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. The impact of the jump from text and voice to video, is transformative, providing context and clarity to every interaction. However, not every visual engagement provider offers the ideal solutions to your needs.

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When Pigs Fly

ShepHyken

“When pigs fly” is an idiomatic expression, which according to Wikipedia, refers to something that is so hyperbolic that it describes an impossibility. It’s typically a sarcastic remark. . For example, American author John Steinbeck was told by his professor that he would be an author when pigs flew. When he eventually became a famous novelist, he printed the insignia “ad Astra per alas porci” on every book he wrote, which loosely translated means, “to the stars on the wings of a pig.

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The key questions to answer when embracing the cloud in your contact centre

Eptica

Date: Friday, September 2, 2022 Author: Pauline Ashenden - Demand Generation Manager The key questions to answer when embracing the cloud in your contact centre. Published on: September 02, 2022. Author: Pauline Ashenden - Demand Generation Manager With more and more contact centres seeing the benefits of moving to the cloud, companies are asking more detailed questions about the functionality and advantages that it provides.

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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. More than two years later, even with the threat of a recession looming in the background, companies continue to struggle with finding talent to fill open positions.

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Contact Center Dialers Demystified

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.

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This Season, AI is in Vogue: Conversational AI For Retail and eCommerce CX

Netomi

Back-to-school, Christmas, or simply refreshing one’s home decor for the changing season. Whatever the occasion, the holiday shopping season is fast-approaching, and for some, already underway. Yet, this season is a bit different from those of the past. For one, consumer habits have evolved since the pandemic- nearly 40% have switched brands or retailers during the pandemic, and more than 80% have new shopping behaviors, such as adopting “buy online and pickup in-store” services.

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Amazing Business Radio: Frank Cespedes

ShepHyken

Selling with Service. Where Sales and Customer Service Meet. Shep Hyken interviews Frank Cespedes, a professor at Harvard Business School and the author of six books, including his latest, Sales Management That Works: How to Sell in a World that Never Stops Changing. He talks about how sales and customer service is changing and how organizations, from the frontlines to the C-suite, can adapt.

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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. The traditional fixed quarterly review is being replaced by real-time performance monitoring and artificial intelligence data analysis, enabling you to stay engaged with clients between scheduled reviews.

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Collect feedback that drives powerful results – Interview with Christian Lelo de Larrea Gaudiano

Lumoa

Here’s an ideal scenario, an online user interacts with a live chat and inquires about something. Then you or a chatbot answers that inquiry. Finally, you ask in return if the user was satisfied with the service you provided, and the user happily takes the time to chat more and explain their feedback. Here’s the reality, gathering online feedback is not as easy as it may seem.

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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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!

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5 Top Customer Service Articles of the Week 8-29-2022

ShepHyken

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. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. (Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers.

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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. Despite the rush to digital, voice remains the most-used service channel – particularly for complex issues.

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Product News – August 2022

Lumoa

Here are the improvements we have brought to Lumoa in the past month. New improvements to Editing Topics. Your Topics are things like “Price” or “Customer Service” – they are created by the Lumoa AI based on what your customers are saying. But, we know that the AI is not perfect. That’s why we give you the possibility to make manual edits.

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The Innovator’s Guide to the Digital-first Contact Center

In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

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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. At the same time, an E-commerce business owner cannot spend their whole life [.]. The post Top 10 Most Powerful Shopify Automation Tools for Ecommerce appeared first on Kommunicate Blog.

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How The Chefz serves the perfect meal with Amazon Personalize

AWS Machine Learning

This is a guest post by Ramzi Alqrainy, Chief Technology Officer, The Chefz. The Chefz is a Saudi-based online food delivery startup, founded in 2016. At the core of The Chefz’s business model is enabling its customers to order food and sweets from top elite restaurants, bakeries, and chocolate shops. In this post, we explain how The Chefz uses Amazon Personalize filters to apply business rules on recommendations to end-users, increasing revenue by 35%.

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How an Intelligent Automation Solution can Overcome Common Contact Centre Challenges

Call Design

Intelligent automation can alleviate common challenges and bring greater quantifiable operational and financial benefits to contact centres by elevating pressures on service delivery and improving the bottom line. Intelligent automation solutions are increasingly being applied throughout the contact centre industry to help you deliver a better customer experience and improve processes, as well as seamlessly support agents.