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AI & CS: Innovate or stagnate

Totango

Economic pressures are compelling companies to rethink their strategies, with a heightened focus on both acquiring new business and nurturing existing customer relationships to drive revenue growth. Connect engagement to communications Record your calls! Tools like Chorus and Gong.io

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What’s Stopping You From Becoming a Connected Enterprise?

CSM Magazine

Ross Daniels at Calabrio outlines the obstacles and how to tackle them using 3 winning strategies for connecting staff and customers. In our last two articles, we established what it means to be a Connected Enterprise and the benefits such connectedness brings. We then discovered how everyone gains, from employees to customers.

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How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. This is why we have to continually connect to the business why. For example, share a good or not-so-good real customer story, a customer call recording, or a social media example.

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What is Call Queuing and Why Does It Matter?

NICE inContact

In our 2018 Customer Experience (CX) Transformation Benchmark survey , 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. What is a call queu e ?

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Maximizing Success in Call Center Campaigns

NobelBiz

By utilizing the expertise and skills of the agents, businesses can effectively nurture strong customer relationships and foster exceptional customer experiences. Why Are Call Center Campaigns Important? The importance of call center campaigns in the customer-centric era cannot be overstated.

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3 tips on how to scale your contact center for the seasonal rush

Talkdesk

Integrate with your ecommerce technology stack Seamlessly connecting your contact center to ecommerce platforms, such as Shopify and BigCommerce , allows valuable information from customer interactions to quickly reach your customer service agents. But how can they do it?

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Mastering Call Handling Techniques: Elevate Your Customer Service Game

Call Experts

Practical Tips for Exceptional Call Handling Putting the following practical tips in place can enhance your call-handling skills and create a lasting impression on your customers. Quality Assurance: Implement call monitoring and quality assurance measures to assess performance and provide feedback for improvement.