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Steve Bederman: We hear a lot about customer experience these days, but the ideal of CX has to be underlined with the ability to do it. How do I...
Steve Bederman: For contact centers, 2020 was eventful and revolutionary. The earliest mindset of the industry was always to remain in its comfort zone but with the pandemic, they...
Tony Johnson: When we frame this up especially from the point of view of the contact center itself, what does a great Customer Experience mean to you? Steve Bederman:...
Host: Since we’ve officially entered the connected era, how will the emergence of 5g and IoT empower contact centers? And do you think it will help in creating a...
Michael Ferree: What was it like in 1999, on the hills of internet and things going digital, from a technology standpoint in the call center space? Steve Bederman: Well,...
Shep Hyken: I talked about how to create customer amazement. And one of the end result is that there’s this consistent and predictable experience. That’s predictability. I think as...
Contact Center Trends for 2021 For many businesses out there, 2020 will remain a defining year of radical transformation. Contact Centers had to adopt the right tools and even...
Business is about living life on life’s terms and just keep taking steps forward Jason: One of the challenges with trying to scale, especially in this realm, let’s say...
Frank Wassenbergh: How do you ensure a call center manager understands the capabilities & challenges of any CCaaS solution? Steve Bederman: We had an epiphany, recently. And it’s an...
Steve W: Frontline employees are an essential part of the customer experience, and contact centers have the potential for major impact. Steve B: I will be honest and say...
Marc: One of the things you just pointed out, Steve, is looking for opportunities to make the most of your best people’s talents and abilities, in ways that challenge...
Christa Heibel: And so I was excited to see you start recently doing a lessons I’ve learned videos series this week is a good example… Understanding Core Values Steve...
Know what you believe in Fred Stacey: It only made sense for me to, to focus this portion, which is the open forum and just the open discussion on...
Customer Data is the new currency for contact centers in 2023 and beyond. Businesses can utilize this data to gain a significant competitive edge over their competitors while also...
Your contact center has a vested interest in making the customer experience as smooth as possible. After all, customers want their interactions with your agents to be smooth and...
Customer lifetime value is a metric used in business to assess how much money a company can expect to generate from a client over the duration of their whole...
Call centers have developed dramatically over the past few years and will continue to do so in 2023. While most classic contact center technologies will continue to be utilized,...
At NobelBiz, we measure success by the trustworthiness of our business and the social proof that comes from our customers. Our mission is to help contact centers worldwide achieve...
When doing live or recorded listening sessions, it is crucial to routinely share your comments with supervisors. You must assist the call center in ensuring the accuracy of its...
An excellent customer service strategy separates your call center from the competition by providing a difficult-to-replicate intangible competitive edge. A confident consumer who trusts in their product or service...
