Comm100

MAY 19, 2021

So how can you train and onboard your customer service agents when they are working remotely? Adopt customer service software with robust management tools . If you’re onboarding new agents, you also need a platform that will help you train your agents from afar. Video chat is a perfect solution for this. .

Training 130

Training Tips Customer Service Knowledge Base 130

Playvox

APRIL 25, 2023

Let’s confess — we’ve all nodded off during on-demand remote training sessions. The recorded talking-head, one-to-many format is a surefire way to put even the most highly caffeinated employees to sleep. How can you spice up remote agent training at your contact center to make it the most engaging and effective it can be?

Contact Center 79

Contact Center Training Contact Center Software Strategy 79

AWS Machine Learning

APRIL 16, 2024

Customers are building generative AI applications using large language models (LLMs) and other foundation models (FMs), which enhance customer experiences, transform operations, improve employee productivity, and create new revenue channels. FMs and the applications built around them represent extremely valuable investments for our customers.

Innovation 120

Innovation System Training Software 120

CSM Magazine

JANUARY 16, 2023

While old training methods were effective, they could not keep up with the times. Companies’ expectations and requirements have changed, and they now rely on video conferencing software such as Adobe Connect to meet their training requirements. Video conferencing for employee training can also be used to save money.

Video 52

Video Training Software Comparison 52

BlueOcean

DECEMBER 18, 2023

The beauty of conversation intelligence solutions is the ability to analyze 100% of customer interactions, through phone, chat, and email. Conversation analytics software relies on AI, machine learning, and natural language processing to run deep analysis on every conversation. Agent Experience Happy employees make for happy customers.

Contact Center 177

Contact Center Industry Average Handle Time First Call Resolution 177

Lumoa

DECEMBER 19, 2023

Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software. AI-driven sentiment analysis can be a valuable tool for businesses that seek more accurate and scalable sentiment analysis solutions.

Analysis 208

Analysis Social Media Trends Feedback 208

CSM Magazine

SEPTEMBER 12, 2023

Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies. In training, agents are immersed in life-like conversations, screen, and chat simulations to master high-impact topics they will face with live customers.

Training 59

Training Telecommunications Marketing Contact Center 59

Lumoa

JANUARY 24, 2024

Every employee, from the product designer to the in-store salesperson, all the way to the after-sales customer service rep, has a role to play. Well, thankfully, software from Lumoa simplifies every aspect of customer experience and feedback analysis. Lumoa’s software is also enhanced with cutting-edge technology.

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Talkdesk

MAY 12, 2020

Customer expectations for service are rapidly evolving, so training a team of at-home agents to align with these expectations can bring tangible benefits to any company. Say “Hi” to the team Kick off training with a video introduction from the call center managing director, department heads and agent supervisors.

Contact Center 119

Contact Center Training Tips Call Center 119

Comm100

APRIL 10, 2024

Depending on your niche, AI can do everything from ensuring vehicle safety through predictive maintenance to creating software that automatically adapts to the needs of the user. Furthermore, this level of automation helps employees better serve clients and addresses the key challenges that can impact customer satisfaction. The result?

Customer Service 212

Customer Service Chatbots Analytics Customers 212

Integrity Solutions

MAY 24, 2023

What Is Sales Training? Sales Training – at its heart – should be about learning to uncover and identify customer needs, thus creating value and providing service. And this is where sales training should spend the largest proportion of its focus. Why are you doing the training? What role will managers play?

Training 52

Training Sales Culture Management 52

Playvox

AUGUST 15, 2022

Today’s top-performing contact center leaders know remote workforce training and agent engagement are the new imperatives for performance optimization. Whether your contact center is remote, hybrid, or moving back to the office full-time, getting agent performance right means unlocking the potential of every employee, every day.

Contact Center 77

Contact Center Training Gamification eBook 77

Uniphore

JULY 10, 2021

Embed learning in the flow of activities that employees and the enterprise perform to deliver their outcomes. People learn the most at the moment of need, and when training occurs in small units called microbursts, embedded within everyday work activities. Kumaran Shanmuhan Global Head of Solutions Jacada. Contact Us. +1

Call Center 223

Call Center Contact Center How To Case Study 223

Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service Training 99

Customer Service Training Training Customer Service Competitive Advantage 99

NobelBiz

FEBRUARY 27, 2024

Streamlined processes, well-trained agents, and effective tools contribute to smoother operations and faster issue resolution. Agent screen capture technology offers a solution by allowing supervisors to review agents’ screens during customer interactions. Elevate Operational Efficiency : Efficiency matters.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Zenarate uses leading NLP and NLU to provide agents a life-like simulation training experience.

Training 59

Training Telecommunications Healthcare Insurance 59

Daniel Group

APRIL 18, 2024

I had just completed a training course on handling disputes and put my new skills to work. Software is only part of the solution. Managers sometimes think software alone will improve CX significantly and reduce poor communication. Software can help, but there are other answers.

Communication 98

Communication Strategy NPS Net Promoter Score 98

COPC

APRIL 1, 2024

This pursuit includes engaging employees, reducing operational costs, and boosting product and service performance. Global Benchmarking Series | Contact Center Technologies Today, executives deploy digital solutions with increased confidence and swiftness. This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

CSM Magazine

MARCH 28, 2024

The right software program can help them achieve this goal. This program will automate repetitive tasks and free up employees for jobs that add value to the company. What are some standard software services a restaurant owner should look for? What are some standard software services a restaurant owner should look for?

Software 52

Software Industry Loyalty Programs Financial 52

Inbenta

APRIL 10, 2024

The tool lets companies create a library of helpful how-to content, providing direct support to customers and employees. Frontline employee training and onboarding: Apply Digital Instructors to educate and train employees on how your products and services work.

Contact Center 52

Contact Center Training Video Tools 52

Comm100

JANUARY 23, 2023

With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. It has been called The Great Resignation, The Big Quit, and other names to describe what seemed like a mass exodus of employees. It turns out employees weren’t quitting work altogether.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Say goodbye to outdated Employee Experience (EX) metrics and KPIs How is your contact center currently measuring EX?

Engagement 246

Engagement Contact Center How To Metrics 246

Magellan Solutions

APRIL 1, 2024

Managed IT support and services can be the solution to alleviate those technology headaches by handing them over to the experts. They handle tasks like installing software updates, backing up data, providing technical help to employees, and ensuring systems are secure from hacks or viruses. The big benefit? Predictable costs!

Management 52

Management Software System Training 52

Uniphore

JANUARY 24, 2022

Agent assist software builds agent engagement and proficiency with live call center coaching, training and process optimization. With agent attrition racking up an estimated $91 billion* globally, the true cost of employee disengagement is too high to ignore. Get Your Copy Now. Agent Engagement Matters. Don’t blame the agents.

Call Center 130

Call Center Average Handle Time Telecommunications eBook 130

Playvox

JANUARY 25, 2024

Hiring, training, upskilling, and retaining agents are activities critical to your success. Operational costs – Agents who aren’t invested or lack training, feedback, or coaching tend to be inefficient, ultimately costing your business financially. Prevent and close employee skill gaps with a seamless integration to coaching.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Oracle

OCTOBER 23, 2020

Onboarding and training usually fall on a specific department, trainer, or employee within an organization. But with new hires starting and existing employees requiring training, how does a company take care of its training needs when everyone’s working remotely? Veteran employees need training.

Training 45

Training Software Resources Tips 45

Magellan Solutions

MARCH 22, 2024

According to industry statistics, 54% of businesses face difficulties hiring qualified employees due to a shortage of specialized IT personnel, budget limitations, or a tight job market. Instead of going through the lengthy and costly process of recruiting and training new employees, you can simply work with your outsourcing partner.

Software 52

Software System Resources Communication 52

Comm100

JUNE 30, 2016

According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.” ” And customer service training is vital to maintaining excellent customer relations. Customer Service Training by ALISON. Cost: Free.

Customer Service Training 139

Customer Service Training Course Training Customer Service 139

Comm100

FEBRUARY 23, 2021

Comm100’s live chat is also available on mobile, meaning that your employees can assist customers anywhere — whether it’s from a desktop or their own mobile device. Comm100’s free social media offering is an easy and cost-free solution to adding this support. – Train your agents. – Train your agents.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

AWS Machine Learning

JANUARY 26, 2024

The goal of this post is to empower AI and machine learning (ML) engineers, data scientists, solutions architects, security teams, and other stakeholders to have a common mental model and framework to apply security best practices, allowing AI/ML teams to move fast without trading off security for speed.

Government 125

Government Training Data Policies 125

Integrity Solutions

OCTOBER 30, 2019

The question is, are sales training efforts keeping up? In the past, it’s possible that you could have gotten away with putting new salespeople through an onboarding process over the first few weeks or months, and maybe a sales training course or two, and that would be it. Sales Training and the “Soft Stuff”.

Training 74

Training Customer Expectations Sales Study 74

Magellan Solutions

FEBRUARY 14, 2024

Healthcare expertise – Specialized offshore centers have rigorous training programs to equip agents with medical knowledge, HIPAA compliance , healthcare terminology, insurance expertise, and soft skills like empathy. They also closely monitor call quality through advanced metrics and provide cultural sensitivity training to agents.

Call Center 98

Call Center Healthcare Company Hospitality 98

CSM Magazine

MARCH 28, 2024

This guide aims to provide comprehensive solutions that can be implemented to streamline mailroom operations, ensuring smooth and seamless workflows. Advanced software systems capable of sorting mail digitally and machines that automatically weigh and stamp packages save precious time and minimize human error.

Policies 52

Policies Competitive Advantage Guidelines Exercises 52

SurveySparrow

APRIL 28, 2023

The business environment is rapidly evolving, and tracking employee performance is crucial for growth. Traditional employee performance management methods are now becoming obsolete. With the rise of technology-driven solutions, performance evaluation software has emerged as a game-changer in the modern workplace.

Software 52

Software Employee Engagement Culture Analytics 52

Toonimo

JULY 9, 2017

The current solutions for training and onboarding can be divided into two categories. One is face-to-face (F2F) training which was once considered to be the dominant solution in the industry. The relatively new option is online software that specializes in employee training and user onboarding.

Training 56

Training Software Analytics ROI 56

NobelBiz

FEBRUARY 2, 2021

Technology is a Key Component to Successful Training for Call Center Agents 1. Cloud Solution Cloud solutions today enable organizations to be agile and flexible, and to be able to respond quickly to extraordinary situations. Agents who are trained and motivated to do their job are more likely to convince their customers.

Call Center 52

Call Center Training Tips Contact Center 52