Trending Articles

Boosting Business Prospects with the Physical Multichannel

Contact Center Pipeline

The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year.

Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. .

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What do you do when a customer threatens self-harm?

Myra Golden Media

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.

Call center analytics software buying guide

Callminer

Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

How to Reduce Returns: 8 Tried & True Tactics

TechSee

Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020.

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Record it All: Unlocking the Value Within Voice Data

Contact Center Pipeline

There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support.

Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you only talk to people who agree with you, how would you know when you are wrong? In this episode, I debate with Customer Experience critic Alex Mead , Chief Customer Service Experience Officer, about how we Customer Experience influencers are doing everything wrong.

How We’re Improving Accessibility and Usability at Guru

Guru

Creating an accessible, equitable, and highly user-friendly application has always been a top priority for Guru. We believe that our tool has the power to give everyone access to the critical information they need to succeed in their jobs—inclusive of users of all cognitive and physical abilities.

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Tales From the Contact Center Crypt

LiveVox

The customer journey can be a frightful one, filled with a gauntlet of ghastly experiences. Neverending wait times. Phone tree trapdoors. Dead-eyed agents repeating the same questions. Oh, my! It’s downright chilling.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

The Pros and Cons of Working in a Call Center Environment

Fonolo

No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on.

Looking Good: An Amateur’s Guide to Zoom Success

Contact Center Pipeline

I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video meetings in general. This is true even when using Teams, Skype, Webex, etc., and so it shall be here. We have all spent an enormous amount of time in Zoom meetings […].

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Call Center Shrinkage : Strategies and Tools for Decision-makers

NobelBiz

Assume your contact centers employs 500 agents to answer incoming requests from your clients. Exactly how many of your company's 500 employees are working?

40+ Stats You Need to Know About the Power of Customer Service

Nicereply

Use these stats as an argument to prove to your executives the power and value of investing in customer service. It’s often more challenging to see the value of customer service costs compared to other business investments.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Why In-Depth Phone Interviews Should Be Part of your CX Strategy

Satrix Solutions

In-depth Phone Interviews offer tremendous value to B2B organizations that want to better understand the “why” behind the user experience.

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“Digital First” and Transforming the Contact Center Associate’s Role

The Northridge Group

One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives.

Managing Health Insurance CX During "Crunch Times" and Year Round

Cyara

When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season.

Visit Sea Sat, the Customer Service Restaurant

Help Scout

Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu? Read the full article

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!

On-site, Work-at-Home, or Hybrid Staffing: Which Model Is Best for the Call Center Industry?

CustomerServ

The COVID-19 pandemic forced a seismic change in employee staffing. Many, if not most, companies rapidly shifted from an in-office environment to remote work. Nowhere was that shift more apparent than in the call center industry.

Automation and Relationships: Choosing the Best KAM Software

Kapta

Your key account management teams need to be talking to client contacts, managing the customer experience, and growing their book of business.

How customer service leaders can make it easier to do good work

Inside Customer Service

"Be more managerial, or you're fired!" The director issued this ultimatum to his two managers. There had been some customer service issues within the department. The director wanted to see change, now. The managers stared at their boss in disbelief. I stared, too.

Old School Ideas Can Have Big Impact 

Shep Hyken

Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Omnichannel Marketing Strategies – How TeleDirect Can Help Today

TeleDirect

Outsourced Omnichannel Call Centers | Omnichannel Marketing Strategy & Implementation | Complete Call Center Support for Any Omnichannel Service. Remember the days of single channel marketing?

Retail Tips & Tricks for the 2021 Holiday Season

Avoxi

Retail Tips & Tricks for the 2021 Holiday Season Customers are checking off their gift lists earlier (and spending more!) than previous years. Is your phone system up to the task to support your end-of-year revenue goals?

Customer Journey Optimization: 2021 Beginner’s Guide

Totango

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Technology is only the first step. Here are 5 secrets to building a customer-centric organization

NICE inContact

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Leading them to the end state requires a thoughtful and organized approach.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

How to Optimize Your Survey with SMS & Video Feedback

PeopleMetrics

The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE!

Call Center Coaching Strategies

TeleDirect

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. How do you transform potential into production when it comes to your call center? It takes careful planning. Belief in your personnel. And a bit of motivation thrown in for good measure.

9 Ways to Improve CSAT in Your BPO Call Center

Avoxi

9 Ways to Improve CSAT in Your BPO Call Center Providing your clients’ callers a great interaction every time can do wonders for your CSAT score. If you’re seeking new ways to improve their experience within your BPO, a cloud communications system can help.