Sallie Andrews

What brands need to keep top of mind is that while it is easy to enable more channels of communication, a failure to align with backend processes can easily result in a poorer experience and further frustration for customers. Kelvin Brown explains how a managed service can help businesses make the most of their investment in omnichannel.

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Adopting a virtual agent can transform your contact centre operations 🤖 With AI self-service, contact centres can keep costs down while simultaneously improving key metrics such as first contact resolution (FCR) and customer satisfaction. Karina Howell at 8x8 explains how adopting virtual agents can revolutionize contact centre operations, read her explanation here 👇 https://lnkd.in/euCKZV4y #CX #AI #VirtualAgent #ContactCentres

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Struggling with teamwork challenges? 🤝 Discover how Vigilink WFM can help leaders overcome obstacles like role uncertainty, lack of trust, and disengagement. From open communication to aligning goals, we've got the tools to build a high-performing and motivated team. #Teamwork #EmployeeRetention #LeadershipTips #WorkforceManagement #VigilinkWFM

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📞 The most successful contact centres excel at #customerservice – they optimise performance, reduce call volumes and prioritise digital self-service channels while delivering an outstanding #CX. ➡️ For more on how to improve your #contactcentre, check out our guide: https://lnkd.in/eJWEnDnD

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Optimize your contact center with best practices from Cisco Webex to enhance customer experience and operational efficiency. Leverage advanced tools and strategies for seamless interactions and improved service outcomes. http://oal.lu/SMQMm #CustomerExperience #ContactCenter

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We've just shared some actionable strategies on #Quora to help reduce call volume and improve efficiency in a #callcenter. From empowering IVR self-service options to designing optimised call flows, these practical solutions help keep your team focused on what matters most: delivering great #customerexperiences What strategies have worked for your team to manage call volumes? Sound off in the comment section below! #contactcentre #NautilusSIP

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Unlocking growth isn't just about the generation you belong to—it's about the impact you make on go-to-market strategies, behaviors, and results. 📈 Dive into our latest blog to learn how revenue enablement technology empowers Chief Revenue Officers and enablement teams to drive success across generations ➡️ https://bit.ly/44xEatD

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Discover how the seven intrinsic motivators—Autonomy, Mastery, Purpose, Relatedness, Competence, Progress, and Balance—can attract and retain skilled, engaged call center teams. Learn hiring strategies that go beyond traditional BPO to build a motivated, innovative workforce. Read the full post here: https://lnkd.in/dHPdJtbP #hiring #recruitment #retention #employees #motivation #intrinsicmotivators

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In 🎧contact centres, employee satisfaction is intrinsically linked to customer satisfaction. Brands that get this are investing in tools that empower their workforce by providing more positive, seamless employee experiences. Happy employees, creates happy customers. Voice analytics tools can monitor customer interactions and provide tailored training advice to customer agents, helping to improve customer experiences whilst boosting agent performance, and lowering turnover rates. Another frequent issue for contact centre staff is dealing with difficult calls where a customer may be in distress or become aggressive towards an agent. Imagine being capable of detecting - in real-time - when a customer or staff member is distressed in order to provide appropriate support where needed in the moment. We help organisations enable those possibilities with our Intelligent Voice Platform (and much more!). 💪 #IntelligentVoicePlatform #VoiceOrchestration #CustomerExperience

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Enterprise leaders rank #selfservice as a top priority to support business growth (https://bit.ly/4cj7uXF). When exploring why this might be, we found the following: 💡54% of customers prefer solving their problems over the phone 💡61% of leaders report call volumes are continuing to increase 💡38% of millennials and Gen Z have a preference for “self-service or no-service” Check out the blog for details on the current state of voice self-service, its impact on #CX and #EX, and why every forward-thinking #contactcenter leader should optimize for it. https://bit.ly/4cj7uXF

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