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The current marketing environment has changed drastically. Customers are often in need of assistance and expect smooth interactions with the company. MORE
Employee onboarding is too important to leave to a handful of meetings and a slide deck. We don’t just encourage our users to make the most out of the onboarding experience with Guru, we practice what we preach in-house. MORE
79 Internal podcasts are a great tool for communications and to engage your employees. It’s like having your very own company culture radio station. The popularity and adoption of podcasting continues to rise. MORE
Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform Caribbean Airlines relies on AVOXI’s global communications software to effectively manage their inbound reservations, connecting their North American and Canadian customers with agents in their Trinidad and Tobago call center. MORE
The best intentions only get you so far and sometimes, your “best” is not good enough for your customer. They are upset, they are disappointed, and they deserve an apology. And here is where your “best” gets even worse. MORE
Today you’re launching your Customer Satisfaction or Net Promoter Score survey. You put a lot of time and effort into writing your survey questions. The team agreed on which customer contacts would get the survey. The customer satisfaction survey is now ready for distribution. MORE
Healthcare technology innovations continue to empower physicians, enabling them to achieve the best outcomes for their patients. MORE
What is a Session Border Controller (SBC)? We don’t need to tell you that the COVID-19 pandemic changed the way businesses do business forever- you already know that. Unified communications was a leading reason organizations were able to thrive while working from home. MORE
On a frigid January day in northern Wisconsin, April Wiita snowshoed through the ice caves on a frozen-hard Lake Superior. Despite the cold, she finds these hikes therapeutic. “It’s MORE
83 2020 was quite a year for the contact center industry. Most contact centers have had to learn quickly how to move their agents home and manage a contact center operation remotely. If you are like many, you may be asking yourself, what now? MORE
Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? MORE
There is a surprising lack of literature on company politics. For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. Today I am going to do my part on being some of the change I want to see in the world. MORE
As a trainer, I’m usually good at reading facial expressions and body language to determine if someone is getting the point or needs a break before explaining the next concept. MORE
In a world where security and privacy is becoming increasingly necessary, companies are looking for new ways to protect their customers. The problem? MORE
The New Way to Take Care of a Customer: Autonomous Customer Service. How Autonomous Customer Service impacts the Customer Journey. Shep Hyken interviews Jeff Nicholson, Global Head CRM Product Marketing of Pegasystems. MORE
Gartner, a research and advisory company, has found that businesses are now starting to prepare for how they will run things after the Covid-19 pandemic. Many of these businesses find that they now have a new kind of challenge to handle. MORE
We are both proud and deeply humbled to be recognized as the #1 large software vendor in KLAS Research’s 2021 report, “Vendor Performance in Response to the COVID-19 Crisis.” MORE
Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. MORE
Occupancy Rate is one of the most widely used metrics in the call center industry. But what exactly does it mean, and how can you leverage it to better your business? If you’re new to call center KPIs or need a refresher, you’ve come to the right place. Read on for a crash course on occupancy rate! MORE
Turnover is a major concern in many contact centres. Between the monotonous daily routine and the work environment, many agents experience exhaustion and may choose to look elsewhere for work. MORE
Call centers are constantly balancing efficiency and service quality for their customers. Lean too much in one direction, and your agents will quickly find themselves in a bind. First Call Resolution (FCR) is one of the best metrics for tracking your success in both these areas. MORE
New Podcast Series: The 10 Most Effective Ways to Influence Your Customer Behavior. This podcast is sponsored by Verint. Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. MORE
Many managers love to micromanage. They just can’t help it. They believe that telling an employee exactly how to do something and when to do it will fix all their ills. This makes the employee’s job easier. They don’t have to think. Simply “tell them what to do” for every situation and they’ll do it. MORE
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Let me put it to you in the simplest terms possible. When your customer calls, emails or texts you, you must respond. That is unless you don’t care if they ever do business with you again. MORE
How to Build UNBREAKABLE Relationships With Your Customers. Brands have a problem sometimes. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a loss of relevancy to their customers and an inability to keep their customers. MORE
Call centers are busier than ever. According to a 2021 survey, 65% of U.S. consumers have required assistance during the COVID-19 pandemic. MORE
Over the last year, we’ve seen much of the workforce shift to remote work as companies adapted to operating during a global pandemic. With this transition, businesses turned to digital technologies powered by the cloud to support their contact center operations. MORE
Customer experience revolves around customer expectations and exceeding them at least by a little bit. You do that incrementally, thus improving a customer experience over. Read more. MORE
2020 was marked by multiple pivotal moments, most of which have been embraced as long-overdue turning points for businesses and the work environment. MORE
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