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How Texting Keeps Your Contact Center Agile in 2021

NICE inContact

And with a lot of those challenges continuing in 2021, many contact centers are still struggling to manage with a variety of issues. The challenges of 2020 put contact centers agility to the test.

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How to Train and Onboard (Work From Home) Contact Center Agents in 2021

Uniphore

How to Train and Onboard (Work From Home) Contact Center Agents in 2021. How do you shorten the learning curve in the contact center and retain more agents when 91% of agents are likely to quit in 2021? Too often, management treats these lessons as a “break” from calls — which, of course, they aren’t really. ”) The result?

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7 New Technologies to Improve Customer Service in 2021

TechSee

COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. Based on research , more and more companies will be taking customer emotions into account in 2021 and beyond. The post 7 New Technologies to Improve Customer Service in 2021 appeared first on TechSee.

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Live Chat Benchmark Data 2021

Comm100

How did agent and customer experience change, and what does this mean for 2021? Read on for the key takeaways from the 2021 live chat benchmark report, then download the full report below for free with access to hundreds of data points, including the trends from 2020 and predictions for 2021. Download Now. Download Now.

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Negative Reviews & Online Feedback Happens - But Where Do You Go From Here?

Speaker: Adam Dorfman, Head of Product Growth at Reputation and Jeremy Shubitz, Director of Marketing at Bosley

Best practices for monitoring and managing online reviews. September 21st, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm BST Tune into the webinar to learn: What specific channels do customers go for feedback. 8 golden nuggets for responding to negative reviews.

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Small Business Guide to Live Chat in 2021

Comm100

If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. Agent management. It doesn’t matter if you have two or two hundred agents to manage. You need to be in control of your live chat operations.

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Shep’s 2021 Top 10 Business Predictions

ShepHyken

So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. The word for 2021 will be empathy. As sophisticated CRMs (Customer Relationship Management systems) and AI integrate, the data that is generated will help companies create a more personalized experience. We found a whopping 96.2%

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A Master's Guide to B2B: How Listening to Your Customers Can Grow Your Business

Speaker: Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate

Join Adam Dorfman, Head of Product Growth at Reputation & Michele Bettinazzi, Customer Experience Manager at PeakMade Real Estate, for this essential discussion on the ins and outs of brokering the optimal customer relationship. October 13th, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm BST The question is - how do you capture all this?

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Dominate Your Local Market With These 4 Reputation Management Strategies

Speaker: Adam Dorfman, Lindsay Harrison, and Erin O'Brien

November 16th, 2021 at 11:00 am PST, 2:00 pm EST, 7:00 pm GMT Common mistakes brands encounter with local search and how to fix those. Four strategies to improve your local visibility for your business today. How companies have seen success by prioritizing their online reputation.

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Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

But how do contact center leaders assess, manage, and coach agents to show empathy? Emotional Intelligence provides a framework for understanding and managing human emotions. December 7th, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT Can empathy be taught? Learn how to name emotions instantly with a practical emotional model.

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Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Beth Vanderkolk and Community Managers Lindsay Olson and Amanda Peterson will be conducting a power hour to explain how they have used Vanilla to build such a wonderful community. Register now for the Power Hour with MURAL on August 24th 2021 at 9:00am PDT 12:00pm EDT. So, how did they do it? Save your spot!