Uniphore

JANUARY 4, 2022

At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. White Papers. Infographics. Conversational AI. Emotion AI.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Fonolo

NOVEMBER 24, 2022

What’s motivating your contact center? Sales or service? An inbound service contact center has agents answering inbound customer service calls. An outbound sales center makes proactive, outbound sales calls. This type of contact center might seek to increase agent retention, productivity, and sales.

Net Promoter Score 147

Net Promoter Score Contact Center Customer Satisfaction Customer Retention 147

Uniphore

JULY 8, 2021

SALES DEVELOPMENT REPRESENTATIVE. Sales Development Representative. We’re seeking a curious, gritty and persuasive professional with sales development experience in the enterprise software space. Make outbound calls to director and senior manager level contacts at medium sized to large organizations in the North American market.

Sales 246

Sales B2B AI Customer Service 246

Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” When it comes to contact center development, what Darnell means is that you must engage. As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. He’s right!

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Fonolo

FEBRUARY 14, 2023

As technology gets smarter and more intuitive, so does the contact center that benefits from it. How to Buy Contact Center Software What is Call Center Automation? How to Foster Agent Engagement in Today’s Contact Center Lower cost of operations If you still consider call centers to be cost centers, think again.

Contact Center 142

Contact Center Omnichannel CRM Sentiment Analysis 142

Uniphore

DECEMBER 14, 2021

These types of advances are transforming customer experience across contact centers for global enterprises. These types of advances are transforming customer experience across contact centers for global enterprises. Every day, billions of conversations take place across industries — customer service, sales, HR, education and more.

Sentiment Analysis 264

Sentiment Analysis Customer Experience ML Contact Center 264

Uniphore

DECEMBER 13, 2021

Increased first contact resolution (FCR) rates. Stronger sales conversions, with optimized upselling and cross-selling opportunities. Shorter call times and less after-call work (ACW). Faster agent training, onboarding and speed to proficiency.

Retail 262

Retail Net Promoter Score Customer Experience NPS 262

CSAT.AI

FEBRUARY 1, 2023

The negative nickname of ‘cost center’ applied to contact centers works against the success of quality customer service. Further, there is an argument for the contact center as a means of increasing profit and using other department budgets wisely. Recognize opportunities for contact center revenue and cost reduction.

Contact Center 101

Contact Center Non-Profits Sentiment Analysis Customer Loyalty 101

Intercom, Inc.

MAY 13, 2022

These are points in which a customer comes in contact with your brand and where you can communicate with them to grab their attention. . This could help you shore up your marketing and sales efforts in ways that will have the biggest impact. A lot of times companies go even deeper when mapping customer journeys.

Customer Journey Map 223

Customer Journey Map Touchpoint Social Media Sales 223

Fonolo

FEBRUARY 14, 2023

Best Processes to Automate in Your Contact Center The rise of AI and machine learning has dramatically – and suddenly – increased the number of call-center processes that can benefit from automation. They are becoming increasingly popular in contact centers and are one of the first AI-assisted tools many businesses try.

Contact Center 135

Contact Center Artificial Intelligence AI Machine Learning 135

Intercom, Inc.

MAY 13, 2022

Once you determine a lead is interested in your brand, is willing to work with you, and is capable of making or influencing buying decisions, that lead has been qualified, moving forward in the pipeline to become a sales prospect. Captured leads are usually funneled from lead generation software tools into sales and marketing databases.

B2C 118

B2C Social Media B2B Sales 118

Intercom, Inc.

MAY 13, 2022

In every business and industry, customers will have questions or need support before, during, and after a sale. Most call centers field inbound calls from customers, while many also place outbound calls to make sales or follow up on customer requests. What is the difference between a call center and a contact center?

Contact Center 118

Contact Center Social Media Omnichannel Customer Relationship Management 118

Fonolo

NOVEMBER 3, 2022

Whatever the size of your contact center, there will likely come a time when you notice your numbers slipping and employees losing steam while their productivity fizzles. It’s time to dig into the current state of your contact center. Host three social events for contact center agents by [this date]. Average handle time.

Contact Center 128

Contact Center Net Promoter Score Start-ups Customer Relationship Management 128

Taylor Reach Group

AUGUST 16, 2021

A major professional sports league with teams and venues in virtually every city in North America has selected The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and customer experience experts, The Taylor Reach Group, Inc.

Sports 131

Sports Contact Center Sales Technology 131

Logicalware

NOVEMBER 25, 2021

From September to January, shops are a frenzy of Halloween, Cyber Week, Black Friday, Christmas, Boxing Day and New Year sales. And behind the scenes, contact centres are inundated with customer requests for stock updates, product information, deliveries and returns. Is your contact centre currently running as it should be?

Retail 98

Retail Sales Start-ups CRM 98

Fonolo

OCTOBER 7, 2021

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. The Contact Center Guide to Managing Spikes in Call Volume. Today’s biggest challenges for retail contact centers.

Contact Center 141

Contact Center Retail Customer Expectations Technology 141

Fonolo

NOVEMBER 11, 2022

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. READ THE FULL GUIDE: Contact Center Trends 2023. (It

Contact Center 87

Contact Center Artificial Intelligence Text Analytics Predictive Analytics 87

Intercom, Inc.

JUNE 14, 2022

A sales-qualified lead (SQL) is a prospective customer who has indicated through a series of actions that they have a high probability of converting. Having expressed interest in your product or service and been vetted to ensure they meet the right criteria, a sales-qualified lead is now ready to move into your sales process. .

Sales 129

Sales Social Media Customer Experience 129

Beyond Philosophy

MAY 25, 2022

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense. However, the contact center should have been valued. Key Ideas to Improve your Customer Experience.

Contact Center 148

Contact Center Management Consulting Gaming Innovation 148

Fonolo

AUGUST 22, 2023

Call-backs are a game-changer for contact centers dealing with an influx of inbound calls. Well, if you work in the contact center space, you may be familiar with using call-backs to offer customers an alternative to hold time. The sales agent is waiting. More time to discuss add-on sales like warrantees or service packages.

Contact Center 67

Contact Center Sales Gaming Customer Service 67

Customer Think

NOVEMBER 11, 2022

I’ve come to the realization recently after seeing several demos of various CCaaS (Contact Center as a Service) platforms that there’s a flaw in the whole selling process. And I don’t think it’s the fault of the fine sales folks or even the software vendors they represent. During the course of the demo, they show […].

Contact Center 119

Contact Center Sales CX 119

Hodusoft

SEPTEMBER 6, 2023

That’s why businesses must use sophisticated technology tools such as outgoing contact center software to generate high-quality leads. Outbound lead generation is the process of targeting and contacting people who can be potential users of your product or service. And that plays a huge role in reducing the sales cycle.

Customer Retention 96

Customer Retention Sales Contact Center Artificial Intelligence 96

Customer Think

SEPTEMBER 21, 2023

Article source: [link] “AI is selling like hotcakes” – Rowan Trollope Enterprise subscriptions are the most important quarterly performance metric for cloud contact centre software provider Five9. Subscription sales jumped 51% in Q4 2021. And there’s been positive news. Large enterprises have been spending more. “AI

AI 78

AI Sales Contact Center Technology 78

Beyond Philosophy

JANUARY 14, 2023

In sales, it can be tough to know when a customer is no longer deciding but already decided—unless, of course, they tell you that out loud. For example, I like to make drawings with pen and paper during my sales presentations with a contact. So, it is incumbent upon you to read the signs that a customer has decided to buy.

Management Consulting 97

Management Consulting Sales Customer Experience 97

Hodusoft

JANUARY 11, 2022

Fortunately, things are a little easier in a contact center, since only a few of the software can boost productivity and maximize revenue. This metric is particularly important when outbound contact centers are also concerned with sales and conversions and not just customer service. This is great for small sales contact centers.

Contact Center 119

Contact Center Compliance Sales Technology 119

Beyond Philosophy

APRIL 4, 2024

It’s a work colleague ghosting me; no matter how I try to contact him, I hear nothing in return. Prospecting in the Days of Ghosting My son Ben posted on LinkedIn about the norm for contacting people who reach out on LinkedIn. Ben’s contact seemed to think the onus was on Ben to respond. That not responding was discourteous.

Social Media 60

Social Media Sales Technology Technology 60

Fonolo

OCTOBER 14, 2021

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. What is cost per contact? Cost per contact is exactly as it sounds; it’s the amount that any interaction with a customer costs your company over a specific period of time. Unfamiliar with this term?

Contact Center 159

Contact Center Customer Satisfaction Start-ups Technology 159

DMG Consulting

JANUARY 30, 2024

Thanks to AI, the CCaaS Sector Comes on Strong View this article on the publishers website The contact center-as-a-service (CCaaS) market continues to thrive despite challenging macroeconomic conditions. percent of contact center seats as of the end of December 2022, a figure expected to have grown to 34.7 What’s Next for CCAAS?

AI 48

AI Contact Center Artificial Intelligence CRM 48

Zendesk

FEBRUARY 21, 2024

These convenient online shopping options breed fierce competition between brands and create pressure for sales teams. Though the sales landscape has changed drastically over the years, the fundamentals of sales remain the same. Table of contents What is inside sales? What is outside sales?

Sales 52

Sales Social Media CRM B2B 52

Fonolo

OCTOBER 4, 2022

The same goes for contact center management. 3 Tips to Improve Call Routing in Your Contact Center. Their call would be automatically routed to a skilled sales agent. Decide which skillsets best suit the needs and services of your contact center. Other potential items include: Sales experience. Customer support.

Contact Center 87

Contact Center Start-ups Sales Customer Satisfaction 87

Fonolo

AUGUST 31, 2021

Some companies have long contact pages, with hundred phone numbers linking to every department or important person. But with so many ways to customize call routing, and potential complications from high call volumes , it can be tricky to figure out the right strategy and approach for your contact center. Improved sales.

Contact Center 152

Contact Center Customer Satisfaction Sales 152

Totango

AUGUST 5, 2022

In general, for B2B clients in the SaaS industry, a client onboarding questionnaire may probe into areas such as: Preferred contact personnel and information. Client onboarding questionnaires are usually administered shortly after the client becomes a paying client or, in some cases, during a sales discovery session.

B2B 83

B2B Customer Journey Map Sales Start-ups 83

Shep Hyken

DECEMBER 9, 2022

And more importantly, how can you ensure that it’s not costing you sales? What do customers expect from contact centers? . But what exactly do customers expect from your contact center? First, make sure that your contact center is easily accessible and that customers can reach a live person when they need assistance.

Contact Center 108

Contact Center Sales Omnichannel CRM 108

Logicalware

SEPTEMBER 8, 2021

Payment solution company OPEN cut its response times by 85% after switching to Puzzel’s Contact Centre and completing a reorganisation process. OPEN specialises in payment solutions and point-of-sale systems for the commercial sector, in particular businesses such as restaurants, petrol stations and cruise operations.

CRM 97

CRM Case Management Sales Customer Experience 97

Logicalware

FEBRUARY 13, 2024

Historically known as the call centre, an omnichannel contact centre is so much more than just that one communication channel. Customers today want the convenience of contacting businesses on their preferred channel and the ability to easily pick up the conversation where they left off.

Omnichannel 59

Omnichannel Social Media ML AI 59

Logicalware

FEBRUARY 22, 2024

However, with heightened demand and changing customer expectations, contact centres and their agents find themselves in a pressured situation, ultimately affecting the customer experience. Now, let’s have a look at the importance of training in the contact centre and how this can ensure happy employees – and in turn – happy customers.

Customer Satisfaction 52

Customer Satisfaction AI Innovation Customer Experience 52

DMG Consulting

OCTOBER 13, 2023

AI: The Future Brain of Contact Centers View this article on the publisher’s website. AI is going to make very significant contributions to many areas of business, including contact centers. These examples should provide some appreciation of the challenges in building and maintaining a high-functioning contact center environment.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77