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CCNG
OCTOBER 5, 2022
Each time you engage with your network you are also building (or eroding) your reputation. Paying attention to professional etiquette goes a long way toward adding value and longevity to your network.
Contact Center Pipeline
OCTOBER 5, 2022
One of the long-running conversations in the contact center industry has been whether to have staff (agents and supervisors) work-from-home (WFH).
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Beyond Philosophy
OCTOBER 1, 2022
When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form.
TeamSupport
OCTOBER 4, 2022
A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.
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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.
HelpCrunch
OCTOBER 4, 2022
If you typed “How to write chatbot scripts” in your search box, you must have recognized the value and benefits a chatbot is going to bring to your business. Indeed, chatbots are huge resource savers [ … ].
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
ConvergeOne
OCTOBER 4, 2022
If you thought last year was a challenging year for cyber security, 2022 is proving to be even more difficult. Weekly cyberattacks jumped 42% across the globe this year, according to CheckPoint Research.
Contact Center Pipeline
OCTOBER 4, 2022
We all know that customer experience (CX) is vital to the success of any business. But many leaders don’t realize that the key to a great CX is an excellent agent experience. Yes, that’s right, the people on the front lines interacting with customers daily significantly impact the overall CX.
Nuance
OCTOBER 4, 2022
Ambient intelligence (AmI) augments human capabilities to make our lives easier. It’s becoming more pervasive in our homes and workplaces. The applications are many, especially in healthcare.
AnswerConnect
OCTOBER 4, 2022
Your AnswerConnect Account comes with an AnswerConnect App. Manage your account, view your messages and pursue new opportunities, Anywhere. The post The Ultimate Guide to Your AnswerConnect Mobile App appeared first on AnswerConnect Blog. AnswerConnect Services
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.
Helpware
OCTOBER 4, 2022
Human history has been an ever-evolving whirlwind of tried-and-true progression. The advent of the internet has made this truer than ever.
Voiptime
OCTOBER 5, 2022
Have you ever contacted any customer support department? If yes, then we can bet that you have experience in interacting with IVR or ACD technology. Contrastively, it is almost clear that you haven’t asked yourself: “how routing is functioning in the customer service units?”, and what are the names and essences of the techniques that serve you during your customer support journey?
Tethr
OCTOBER 5, 2022
Need to keep a pulse on your CX metrics? Our new inbox insights feature sends reports automatically to every stakeholder who needs them. Everyone at your company plays a part in creating a positive customer experience.
ChurnZero
OCTOBER 1, 2022
Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Organizations invest in MQL and SQL processes without fail. But they stop short of extending that same support to CS generate high-intent leads.
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.
Contact Center Geek
OCTOBER 4, 2022
It’s the most wonderful time of the year! I know it’s not quite the winter holiday season, but yesterday kicked off Customer Service Appreciation Week and that’s pretty wonderful, too!
Guru
OCTOBER 4, 2022
In case you missed it, Knowledge Fest, Guru’s 2-day, free, virtual event was packed with insights for the new world of work.
VirtualPBX
OCTOBER 1, 2022
For many professionals and larger businesses, fielding over 20 business calls in a day is an easy task. However, this can quickly become a hassle for small businesses and ultimately hurt the bottom line. But do not worry! There is a solution to helping you field more calls.
TeleDirect
OCTOBER 1, 2022
What Is a Positive Call Center Environment? Whether your business’ call center is in-house or outsourced, one thing is clear: a positive, fair working environment is paramount to your success. But what is a call center environment? And what makes for a positive one?
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.
Tethr
OCTOBER 3, 2022
Today kicks off National Customer Service Week. We’re using that as an opportunity to recognize the Tethr users who have delivered customer experiences we can call learn from. We awarded the first CXcellence Awards to recognize their achievements.
AWS Machine Learning
OCTOBER 4, 2022
Near-real-time delivery of data and insights enable businesses to rapidly respond to their customers’ needs. Real-time data can come from a variety of sources, including social media, IoT devices, infrastructure monitoring, call center monitoring, and more.
Shep Hyken
OCTOBER 5, 2022
Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car.
Quality Contact Solutions
OCTOBER 4, 2022
For businesses to be successful, it’s essential to determine how to get quality leads. You know your target audience, but what’s the best way to reach them? In today’s business culture, there are so many ways you can go about the crucial lead generation process.
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.
VirtualPBX
OCTOBER 5, 2022
Unplanned emergencies due to inclement weather and other situations can happen anytime. Unfortunately, most businesses don’t think about a communication plan for emergencies until it’s too late.
TeleDirect
OCTOBER 1, 2022
Your customer service call back feature services are an important part of your sales process. Learn how call backs work and why they are a must for your business. Customer Call Back Service. Not using customer call back for your contact and support center? You might be missing out on better business.
Nicereply
OCTOBER 5, 2022
A service desk is a crucial service tool organizations use within the ITSM approach. This concept evolved from the term helpdesk.
AWS Machine Learning
OCTOBER 1, 2022
Ten years from now, the technological fitness of clubs will be a key contributor towards their success. Today we’re already witnessing the potential of technology to revolutionize the understanding of football.
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.
Shep Hyken
OCTOBER 1, 2022
This week, we feature an article by Dmitry Dragilev, Founder of the keyword and SEO tools, TopicRanker.com , JustReachOut , and Chief SEO Geek. He shares how to get your customer service, sales, and marketing teams in sync.
Genroe
OCTOBER 5, 2022
Demystifying the process of running a customer journey mapping workshop and providing a step by step process for success. The post How to Run a Customer Journey Mapping Workshop appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Customer Journey Mapping
Pipkins
OCTOBER 5, 2022
Our !!! NEW !!! Network Operations Center (NOC). This environment provides state of the art monitoring capabilities. It provides next level access to all relevant information necessary to analyze our hosted environment. The facility has been set up for dual use as a training facility.
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