Fonolo

NOVEMBER 7, 2018

While this may seem simple enough, call and contact center managers of the 21st Century know better: It ain’t easy. If your contact center is floundering, it’s time for you to plant your feet on terra firma and look globally at your common problems. Have you considered voice-powered technology in your contact center strategy?

Contact Center 182

Contact Center Technology Technology Customer Loyalty 182

CX Accelerator

MAY 28, 2019

It’s no surprise that the average turnover rate in a contact center environment is 25 percent year over year. Consider all the classic contact center problems--adherence to schedule, failure to share knowledge, snippy attitudes, and burnout. What better place to utilize this strategy than the contact center? Photography.

Contact Center 140

Contact Center Hospitality Hospitality CX 140

SugarCRM

NOVEMBER 30, 2021

Clean Up Your Contact Database. Train and motivate employees who have direct customer contact to request updates at each customer encounter. The job roles of your contacts—like end-user or decision-maker—are very likely to have different agendas and thus different interests. Smooth the Handoff to Sales. Avoid Lead Leakage.

B2B 49

B2B CRM Social Media Sales 49

1 to 1

JANUARY 18, 2022

Leading contact centers understand that each person and tool has its strengths and weaknesses, and create a better customer experience when combined appropriately. To better understand this, let’s dive into the human and robotic makeup of a modern contact center. What is a contact center associate? What is an IVR?

Contact Center 26

Contact Center Text Analytics Customer Satisfaction AI 26

Execs In The Know

FEBRUARY 14, 2023

Let’s start with demystifying ChatGPT and the core technology enabling it… ChatGPT 101 ChatGPT (Chat Generative Pre-Trained Transformer) is the ‘branded’ chatbot developed by OpenAI and launched in November 2022. A “ ChatGPT for Dummies ”, which we all appreciate, explains it in layman’s terms.

CX 52

CX AI Compliance Gaming 52

Zendesk

DECEMBER 23, 2020

Whether you have a well-established onboarding and ongoing training program in place, or your team is brand new to customer service enablement, this blog post has something for you. Ask yourself what matters most at your specific contact center. Enter these four tips. Assess where you’re at. But everything else?

Customer Service 64

Customer Service Customer Satisfaction Customer Retention Start-ups 64