Sat.Aug 12, 2017 - Fri.Aug 18, 2017

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Why Your HR Team Will Love You for Outsourcing Your Customer Service

BlueOcean

The procurement process for seeking an outsourced contact center is naturally focused on the tangible functionalities, capacities, competencies and capabilities of a potential vendor. In the outsourced model, attracting call center agents is a fundamental piece of their core offering. Recruiting Agents. Agent Training.

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5 trends in the Call Center

Uniphore

5 Technological Trends in the Call Center. What are the new technologies being deployed in the contact centers? Several key trends are currently dominating the landscape, and have already started to infiltrate the industry even well before this year. Read More.

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How To Know If Your Company Needs A Multilingual Call Center

Magellan Solutions

If you have doubts, then perhaps you may want to consider outsourcing a multilingual call center. These are the signs that your company already needs the services of a multilingual call center: You own an online business or any business with an online presence. Looking for a multilingual call center?

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The Talkdesk Difference: Contact Center Integrations

Talkdesk

The contact center is the easiest way to connect two people in a real-time, personal conversation, but companies can use the contact center to connect to more than just their customers. Information from these calls can be used in plenty of other business processes to streamline activities and make more informed decisions.

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Why Do Your Contact Center Agents Keep Quitting?

Speaker: Helena Chen, Director of Product Marketing & Marilyn Cassedy, VP of Customer Success

Combined with the Great Resignation and a candidate-driven market, it’s become a perfect storm for contact centers. To cope with the struggle of hiring and retaining agents, call center leaders are offering more pay, more employee perks, and more training.

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How to Ramp up Service Recovery for Better Business Results

Stella Connect

Method #1: Service Recovery Team Parachutes in When Calls Are Escalated. At this point, calls are flagged for service recovery. Most will end the call/chat/email interaction, move on to another brand (one of countless choices in the marketplace), and never do business with you again. I’m not happy with what I’m hearing.

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Talkdesk by Role: Contact Center Supervisors

Talkdesk

Talkdesk supervisors are in a truly unique spot — they need to be able to track high-level metrics, but still need the ability to jump into calls if necessary. Since a supervisor is primarily focused on managing the agents who are on calls with customers or prospects, let’s examine what Talkdesk offers from an agent management perspective.

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Start Every Conversation with AI: The Front Door for Intelligent Customer Service

Speaker: Brian Morin & Helena Chen from SmartAction

Enter a conversational AI solution for your contact center. Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. In a 6-minute customer service call, 75% of that time goes to live agents doing manual research.

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Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. They attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. But scripts have had a variety of issues. In some cases, legal requirements mandated that scripts be read verbatim, word for word.

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The Conversational AI Journey: What to Expect from Start to Finish

Speaker: Gary Davis, SmartAction CEO

Join us for this webinar as Gary Davis, SmartAction CEO, shares insights and best practices for implementing AI virtual agents in the contact center. How automating a customer service call isn’t as simple as using a script from a human interaction.

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5 Best Practices for AI Self-Service Without Compromise

Speaker: Tom Lewis, CEO of SmartAction

In this fast changing world, conversational AI is swiftly advancing and becoming more capable of handling complex calls. However, a common concern exists among both contact centers and customers: does this switch to self-service degrade the quality of service?

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AI and Automation: Don't Get Caught in the Wake of Progress

Speaker: Brian Morin & Helena Chen from SmartAction

However, there is no denying there are fewer call center jobs today as self-service capabilities have expanded. Join us for this candid webinar as we discuss the impact of machine automation through the lens of history and what’s both different and similar this time around as it relates to the contact center.

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How to Build ROI for Conversational AI

Speaker: Sofia Burton & Tiffany O'Malley from SmartAction

Contact center leaders have faced an onslaught of burdens exacerbated by the pandemic. Agent attrition has always been a huge problem, but now the difficulties of the worker shortage make securing live agents for call centers highly competitive. Determining which calls are best for automation.

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The Contact Center of the Future with Real-Time AI

What does the contact center of the future look like? Depending on the customer base, you may have 40% of your chat, SMS, and email answered by a chatbot, 30% of voice calls answered by a virtual agent or voice bot, and only 30% actually answered by a human.

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How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

But are your contact center practices able to grow with a customer’s experience? Traditional call quality monitoring lacks the automation needed to perform at scale across all calls. With automation, your contact center won’t just survive, it will thrive. 4th Edition State of the Connected Customer

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Expert Insights: Your 2023 Guide to EX, CX, and Technology

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Contact center operators have been buffeted by the pandemic, work-from-home initiatives, the great resignation, and quiet quitting. As a result of these changes, new challenges have emerged, requiring contact centers to undergo major transformations. Adoption and innovation are swift and ongoing.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

When Contact Centers face issues with First Contact Resolution (FCR), conducting a root cause analysis to identify the process, systems, and/or behaviors that are failing is the best way to understand the exact drivers contributing to repeat calls.

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Ask the Experts: Conversational AI Automation Step-by-Step

Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction

Everyone knows they need to implement conversational AI to automate more calls and chats, but there’s just one problem: conversations with machines aren’t easy. Insights from a contact center leader who’s done it with proven success. A plan for your contact center to introduce AI automation in the next six months.

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The Number One Factor in Your Contact Center’s Success

Speaker: Jim Rembach, President of Call Center Coach

Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas. The most important journey to your contact center (and no, it's not the customer journey). June 12th, 2019 11:00am PDT, 2:00PM EDT, 7:00PM GMT

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Navigating the Worker Shortage in the Contact Center

Speaker: Brian Morin, Helena Chen, and Sofia Burton from SmartAction

The latest trend in the contact center has CX leaders worried -- across industries, there is a massive shortage of workers. Key takeaways: Why there’s a shortage of call center agents during a time of relatively high unemployment. How to mitigate the impact of an understaffed contact center with conversational AI.

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How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Contact center agents are people and people can grow on their own BUT great collaborative coaching truly guides agents to connect authentically to customers better and better each time. It can inspire and empower agents to make their next call better and more real for a refined customer experience.

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4 Ways AI-powered Virtual Agents Automate the Contact Center

Speaker: Tom Lewis, CEO of SmartAction

Register now to hear Tom Lewis, CEO of SmartAction, discuss how leading contact centers are leveraging the power of conversational AI through cloud-based virtual agents that automate the call types and chats traditionally handled by live agents. How cloud-based AI automation integrates with every IVR / contact center platform.

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How Orvis Converted 58% of Returns into Exchanges with CX Insights

With CX Insights, Orvis was able to quickly categorize and analyze support inquiries to identify areas for improvement in their contact center, website, and email cadence. Resolving these friction points led to a 20% reduction in call handle time and 50% of returns converted into exchanges.

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The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.