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Four key conversation intelligence use cases in the mortgage industry

Callminer

In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more

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Is Customer Experience Changing the Healthcare Industry?

Helpware

But, for the global health industry - as contagions spread and hospitals faced unprecedented demand - the coronavirus pandemic has been a period of forced, rapid transition.

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Continuum Global Services: Launching A New Contact Center Industry Brand

Contact Center Pipeline

As customer interactions continue to become more complex, the contact center industry is increasingly turning to mergers & acquisitions as an effective solution to expand scale, improve access to new technologies and enhance geographic coverage. Contact Center Industry Trends In February 2019, Century City-headquartered investment firm Skyview Capital completed its acquisition of customer care assets […].

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Rising Wages and the Contact Center Industry

Outsource Consultants

Many consumers have already noticed barren grocery store shelves and longer wait times in restaurants as service and supply chain industry positions remain unfilled. As with domestic changes, global wage increases will have an impact on the BPO industry as well.

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The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

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You Need These 9.5 Skills to be Friendly Enough for the Customer Service Industry

Steve DiGioia

This is the worst possible scenario for those in the service industry. skills to be friendly enough for the customer service industry. But what if I asked you if you’re friendly enough for the customer service industry? Skills to be Friendly Enough for the Customer Service Industry appeared first on Steve DiGioia. Skills to be Friendly Enough for the Customer Service Industry Friendly Enough for the Customer Service Industry service industry

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5 Ways AI Chatbots are Changing the USA Healthcare Industry

kommunicate

The post 5 Ways AI Chatbots are Changing the USA Healthcare Industry appeared first on Kommunicate Blog. IndustriesLast Updated on June 18, 2022 “The vision for our assistant is to help you get things done.”

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Best in Class Versus Best in Industry

Shep Hyken

Ace Hardware stores didn’t stop with being world-class in the home improvement industry. They wanted to go beyond their own industry. They became so good that other companies, completely unrelated to the hardware and home improvement industry, wanted to learn their secrets. .

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Call Center Service Levels: Calculations, Metrics, & Industry Standards

Callminer

Providing key metrics and clear numbers is primordial in any industry, and it becomes particularly challenging in the field of call centers. This is why managers have developed a number of techniques to quantify results and improve efficiency over the years.

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Contact Center Industry Perspectives and Resources

CCNG

No matter the industry and state of business, this is an unprecedented and a necessary time for strong leadership.

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Contact Center Virtual Summit: July 7 - 27, 2019

Join us as we bring together the best contact center experts and hottest tools in the industry for you to optimize performance, hire right, and retain your best agents. These sessions will show you the strategies top people in the industry are using and recommend.

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2018 Call Center Industry Report

Liveops

The post 2018 Call Center Industry Report appeared first on Liveops. Call Center Industry

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Why do we need another video series for the Contact Center and CX industry?

CCNG

As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums.

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Operational Challenges in the Call Center Industry

Callminer

To help you address your operational challenges in the call center we've highlighted these major concerns businesses typically encounter

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Edify Names Industry Veteran, Tony Lama, Chief Revenue Officer

Edify

December 7, 2022—Santa Monica, CA —Edify Labs ( edify.cx ), the customer experience software company that makes business communications feel more like personal ones, today announced the appointment of its new Chief Revenue Officer, Tony Lama.

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How to reinforce IT service desk with AI-powered ITSM Chatbots

Learn Why Enterprise leaders need to build a road map that is based on best practices of ITSM and is also flexible to modify itself as per the changing industry trends/customer expectations.

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Reducing Turnover in the Customer Service Industry

CSM Magazine

Some industries have higher turnover rates than others. For instance, some segments of the customer service industry have an attrition rate of 50%. Companies can counter that myth by upskilling their agents and promoting possible career paths within the industry.

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The State of the Call Center Industry with Corey Kotlarz

Outsource Consultants

As we enter a new year, Outsource Consultants Founder & President Corey Kotlarz shares his thoughts on the state of the call center industry. Looking back on 2021, what surprised you the most about the state of the call center outsourcing industry?

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Top Contact Center Industry Trends for 2023

Fonolo

Contact centers are dynamic, evolving workplaces, which makes industry trend spotting an exciting sport — sometimes prone to error — but always full of discovery! Like many industries, contact centers have seen the pace of change accelerate during the COVID pandemic.

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How Contact Center Quality Monitoring Benefits the Healthcare Industry

The Northridge Group

Quality Monitoring needs vary by industry, but one industry with very specific and complex Quality Monitoring needs is the healthcare industry. The post How Contact Center Quality Monitoring Benefits the Healthcare Industry appeared first on The Northridge Group.

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How to Overcome the Pain Points of Your CRM

CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.

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The Technology Industry NPS® Benchmarks

CustomerGauge

The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge. Blog Featured Net Promoter benchmarks Net Promoter News News NPS Technology IndustryCompanies like Apple, Dropbox, Cisco, HPE Software and Veeam Software have served as real examples to other businesses for customer-centricity and above all business growth.

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Checking In on the Jamaican Call Center Industry

Outsource Consultants

The country’s thriving hospitality industry has created a culture of customer service and well-rounded Jamaican contact center agents. Foreign investors can enjoy the beautiful scenery and a thriving BPO industry, bolstered by support from the country’s government.

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4 Reasons the BPO Industry Can Be Thankful

Outsource Consultants

The last 18 months put every industry on their heels — and many are just now coming to terms with how their work will be forever changed. From leaders, managers, and agents on down, the entire industry scrambled to transition to a work-from-home model.

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Customer Service in the Video Gaming Industry

24-7 InTouch

As the video game industry has evolved in recent years, it has also become more complex. The gaming industry includes physical hardware and devices, infrastructure, game development and publishing, game marketing and distribution, and everything in between.

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How ZoomInfo Helps Overcome the Top Pain Points of Inside Sales

Recent digital transformation has shifted the B2B landscape by ushering in the era of buyer empowerment. With more access to user reviews, analyst opinion, and industry research, decision-makers are more informed than ever while navigating what is now known as the “buyer’s journey.”

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Top 9 benefits of WhatsApp chatbots in Healthcare Industry

kommunicate

Last Updated on November 4, 2022 There is no other industry in this world where time plays such a critical role in saving lives other than the healthcare industry. The post Top 9 benefits of WhatsApp chatbots in Healthcare Industry appeared first on Kommunicate Blog.

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Contact Center Trends: Industry Predictions for 2022

Fonolo

Just a year ago, we made some bold predictions around the direction this industry would take – and now, the results are in! The post Contact Center Trends: Industry Predictions for 2022 first appeared on Fonolo. Contact Center Industry Reports contact-center trends

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Why the Gambling Industry Needs to Provide Empathetic Customer Support

CSM Magazine

We all know that the gambling industry is huge. Billions of dollars are wagered every year, and the industry shows no signs of slowing down. That’s why empathy is such an important component of customer support in this industry.

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3 Contact Center Industry Trends You Shouldn’t Ignore

Fonolo

Call center industry trends help us pave a path forward and keep up with the ever-present competition. Here are three contact center industry trends you shouldn’t ignore in 2022. Industry Report: State of the Contact Center 2022.

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The Impact of Direct Dials on Sales Productivity

Leveraging the latest industry research, this eBook highlights the impact of direct dial phone numbers on sales productivity with the goal of empowering reps to have more conversations with prospects, and consequently, schedule more meetings, increase opportunities, and close more business - fast.

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Sustainability: Growing Expectations for CX Industry Leaders

Concentrix

The post Sustainability: Growing Expectations for CX Industry Leaders appeared first on Concentrix. Watch this PACE Insights videocast and learn how to bring the value of sustainability across your company—and to your customers.

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Higher Demand For the Medical Industry and Outsourcing Services

Outsource Consultants

As the medical industry experiences higher demand for service and a staffing shortage, outsourcing options have become more pivotal to keeping things running than ever before. With so many reasons to swab, COVID-19 testing has become its own industry.

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How to Improve Customer Service in Automotive Industry

TeleDirect

Whatever your company provides, if it’s in the automotive industry, TeleDirect is your best choice for providing stellar customer contact services, converting leads and seeing return customers. The post How to Improve Customer Service in Automotive Industry appeared first on TeleDirect.

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Why The Roofing Industry Needs Outbound Telemarketing Services

Quality Contact Solutions

By Steve Korn, Business Development Executive If you are in the commercial roofing industry, outbound telemarketing services need to be in your sales model as the industry has billions of dollars in sales up for grabs each year.

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Best Practices for a Marketing Database Cleanse

As frustrating as contact and account data management can be, this is still your database – a massive asset to your organization, even if it is rife with holes and inaccurate information. Entrusting a vendor to help maintain its accuracy and completeness is no ordinary engagement. Download ZoomInfo’s latest data-driven eBook aimed to help marketing leaders understand the best practices around choosing a B2B contact data provider.

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What is the role of customer experience in the telecoms industry entering 2023?

Lumoa

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. The telecommunication industry is a multi-billion dollar infrastructure that has been steadily growing every year.

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3 Trends Currently Shaping the Digital Health Industry

Helpware

The COVID-19 pandemic has arguably transformed healthcare, perhaps more than any other industry.

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AI and the telecom industry

TMP Direct

AI and the telecom industry. While the telecom industry is mature and has a built-in infrastructure, rapid change is happening alongside the huge impact brought by Covid-19, including the rollout of 5G and the increasing adoption of IoT.

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Industry Secrets Leaked – Predicting Customer Behavior!

Beyond Philosophy

The post Industry Secrets Leaked – Predicting Customer Behavior! Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances.

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5 lessons from "Would You Do That To Your Mother" by Jeanne Bliss to Drive Culture

Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA

Take the High Road” : When to walk away from legacy practices that have defined your industry. In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation.