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LiveVox
SEPTEMBER 23, 2022
jump into ways to keep quality a priority in your call center. The post Quality Assurance in Your Call Center: 9 Ways to Get & Keep It appeared first on LiveVox. New Release
HelpCrunch
SEPTEMBER 23, 2022
Stats say that chatbots can now handle 68.9% of conversations from start to finish. Pretty cool, right? But such an ideal state of affairs is only possible if the bot flows you launch speak to [ … ]. The post Top 9 Chatbot Templates to Launch on Your Website Today appeared first on HelpCrunch blog.
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Balto
SEPTEMBER 23, 2022
In any industry with high rates of turnover, hanging on to high-performing agents with experience is challenging. Yet, the collective experience of your best agents is an invaluable resource that ultimately leads to stellar customer experiences and bottom-line impact. So keeping them is paramount.
Voiptime
SEPTEMBER 20, 2022
Have you ever called the customer support center? If yes, you know how it sometimes happens when the operators are too busy to handle all the customer calls, and you have to wait for a response. When you are waiting in line for the first available agent, it is the customer service queue that we will tell you about today.
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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.
Callminer
SEPTEMBER 21, 2022
Conversation intelligence is a powerful tool for driving performance improvement across your business. Read on to learn the benefits and best practices for adopting this innovative technology
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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Contact Center Pipeline
SEPTEMBER 22, 2022
It’s no secret that the customer service industry has taken a significant hit throughout the COVID-19 pandemic.
Fonolo
SEPTEMBER 20, 2022
When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés.
ChurnZero
SEPTEMBER 23, 2022
This is a guest article by Andrew Brown , content marketing manager, Northpass. . Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Why? . The pandemic.
CSM Magazine
SEPTEMBER 22, 2022
It is more important than ever to ensure customer satisfaction in a consumer environment where competition is high and disposable income low. To have the consumers speak of your company with high regard is the sure way to guarantee success and longevity in business.
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.
CCNG
SEPTEMBER 21, 2022
Summer is typically a slower time of year for many organizations. It is time to recharge and prepare for the challenges and opportunities found in subsequent quarters. For many contact center operators, it is a time to prepare for Q4 and the fast-approaching holiday season.
Contact Center Pipeline
SEPTEMBER 21, 2022
The COVID-19 pandemic stood the workplace on its head and in doing so, cleared workers’ heads as well. Offices shut down, jobs went remote, and work-life got recalibrated. Workers were freed from corporate routine and regimen, and many embraced the change.
Beyond Philosophy
SEPTEMBER 17, 2022
Memory is crucial to customer strategy. Understanding customer behavior requires a fundamental understanding of how we access and use memories in our daily life and how it drives decision making in our actions and even who we decide to trust.
Russel Lolacher
SEPTEMBER 19, 2022
In this episode of Relationships at Work, Russel chats with Senior Manager for Marketing Solutions at Linkedin Amber Naslund on Imposter Syndrome.
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.
MiaRec
SEPTEMBER 22, 2022
When it comes to customer sentiment, voice tonality (pitch and volume of a person's voice) is often used as an indicator of how a customer is feeling. Speech Analytics
Contact Center Pipeline
SEPTEMBER 20, 2022
Whether you and your team are working remotely a couple of days per week, or you (or they) are remote all day, every day, you’ve probably found that being remote has made you better at some tasks than you were when you worked in an office.
Kayako
SEPTEMBER 23, 2022
The customer relationship management space is buzzing with tips about providing a unified customer experience, but what exactly does that mean in the context of customer experience management (CXM)?
Totango
SEPTEMBER 22, 2022
SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency.
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.
HelpCrunch
SEPTEMBER 21, 2022
Shared mailbox vs distribution list – all businesses, especially customer-facing ones, have to deal with this question sooner or later. Oh, and don’t forget to add shared inboxes to that squad. The reason is obvious [ … ].
ClearAction
SEPTEMBER 21, 2022
CX Annuities Solve CX ROI & Tenure Dilemmas Lynn Hunsaker. CX annuities is a phrase I coined to represent massive savings and impressive gains available through a different approach to management of customer, partner, and employee experience.
Guru
SEPTEMBER 21, 2022
It’s hard to believe that we’re officially one week away from Knowledge Fest. Time really flies when you’re hard at work planning an unforgettable virtual conference experience. company news
Shep Hyken
SEPTEMBER 21, 2022
Just a few weeks ago, I wrote about how to create trust with customers. No doubt, a customer who trusts you is more likely to do business with you. And while that is obviously important, creating trust with employees may be even more so.
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.
AWS Machine Learning
SEPTEMBER 22, 2022
Our planet faces a global extinction crisis. UN Report shows a staggering number of more than a million species feared to be on the path of extinction. The most common reasons for extinction include loss of habitat, poaching, and invasive species.
Solvvy
SEPTEMBER 20, 2022
With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers.
ClientSuccess
SEPTEMBER 20, 2022
In the world of customer success, the idea of speed has somehow taken root and become an overarching goal for many teams.
Revation Systems
SEPTEMBER 19, 2022
LinkLive has been included in the SaaS award shortlist for the 2022 APPEALIE SaaS + Software Awards. The APPEALIE SaaS Awards are the most selective in software. Winning SaaS apps are selected on the basis of customer feedback and data, including Net Promoter Scores.
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.
AWS Machine Learning
SEPTEMBER 22, 2022
Amazon’s product search engine indexes billions of products, serves hundreds of millions of customers worldwide, and is one of the most heavily used services in the world.
Shep Hyken
SEPTEMBER 20, 2022
How to Deliver an Amazing (Versus Unamazing) Customer Experience. How to Use Proactive Communication to Manage Increasing Customer Expectations. Shep Hyken interviews Laura Bassett, Vice President of Product Marketing at NICE , a complete platform for delivering an end-to-end customer experience.
ConvergeOne
SEPTEMBER 20, 2022
The satisfying potential of contact center automation that solves your customers’ needs. As consumers, we are all familiar with the pain of calling customer service. You’ve purchased a really great product or service.
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