Back to School: Will Your Customer Experience Make the Grade?


As a parent, this is a time of mixed emotions for me. Summer is ending, the kids head back to school and the quickened pace of our family routine returns. Yet, driven by the schedules of two pre-teens, preparation for the unexpected is a must.

Who Runs the Contact Center? Three Female Contact Center Leaders Talk Challenges, Opportunities and the Power of Authenticity


At this month’s Austin Contact Center Alliance luncheon, I had the privilege of joining two exceptional colleagues for a panel discussion on the role of women leaders in contact centers. I walked away from the event, which was packed with nearly 100 industry women and men, feeling inspired.

Omnichannel on the Rise—And for Good Reason


Omnichannel is on the rise. Organizations are adding new interaction channels for their customers. But adding new channels without integrating them may cause more frustration than satisfaction. Enter omnichannel.

In Case You Missed It: How to Design Your Contact Center to Be Customer-Centric and Deliver Exceptional Customer Experiences


The message is clear: Brands that set themselves apart by creating exceptional customer experiences rise above the competition. Every time.

B2C 52

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

7 Habits of Highly Effective Contact Center Leaders


It takes strong and skilled leadership for contact centers to thrive in today’s customer experience-driven world. It also takes strong habits.

Five Reasons to Join the July 10 Webinar, “How to Design Your Contact Center to Be Customer-Centric,” with Forrester Research


The customer experience movement is rapidly taking hold in many enterprises. Is your contact center there yet? Customer experience that truly differentiates is a strong competitive advantage.

Boosting Agent Engagement: The Power of Recognition


Recognition is an often underestimated but powerful employee engagement strategy. Well-recognized employees are more engaged, feel a stronger connection to their organization and have better work relationships ( Cicero ). However, 82% of American employees feel like they are not recognized enough by their leaders for the contributions they make, which takes a toll on productivity, morale and profitability in a workplace ( HBR ).

Want to Elevate Customer Experience? Start by Driving Down Agent Stress


Workplace stress is increasing. And so are the sources of it. A survey by Northwestern National Life revealed that 40% of respondents say their job is “very stressful” or “extremely stressful.”.

Contact Center Leaders and Technology Experts Talk Challenges and Solutions for Better CX


Yesterday, at the Austin Contact Center Alliance ’s Emerging Technologies for CX event, Serenova and more than 30 contact center executives and technology thought leaders discussed customer experience (CX) challenges and how emerging technology can help.

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Better Customer Experience— Everywhere—and the Contact Center Is Just the Start


I’ve been in the contact center and telecommunications industries for years. I’d share exactly how long, but not only would that date me, it would also cause even more people to call me “ma’am.” I’ve also been in marketing and sales for just as long.

Hosted vs. CCaaS: Baby Step or Waste of Time?


Earlier this year, I had the pleasure of speaking to several Serenova customers about the different paths each had taken to a contact center-as-a-service (CCaaS) solution. The story of one company, a global food manufacturer we will refer to here as GFood, I found particularly informative. For about ten years, GFood had operated a premises-based unified communications system from one leading vendor and a contact center platform, also premises-based, from a similarly leading provider.

Tales of Two Contact Centers: Real-Life Stories of Cloud Migrations


While the number of contact centers migrating from traditional on-premises solutions to contact center-as-a-service (CCaaS) steadily increases, contact centers still exploring cloud options are considering their potential moves carefully.

Why Every Contact Center Leader Needs a Mentor (or Several)


There is a school of thought that the difference between good leaders and great ones is an appetite for learning. Warren Buffet’s 500-page-a-day reading habit is a good example.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Enterprise Connect 2019: Voices from the Exhibit Floor


If you were among the 6,500+ people who attended Enterprise Connect 2019, or have been reading about its insights, developments and announcements, you know there was much to digest from this year’s action- and information-packed week in Orlando.

Investing in Your Contact Center: 3 Steps for Building a Strong Business Case for Finance


If you’re like many contact center leaders, you don’t give financial presentations often. In fact, you may only do it once a year around budget time. And, as a result, you may not be completely comfortable delivering high-stakes pitches to your finance team.

Digital Customer Experience Expectations Are High. Is Your Contact Center Rising to Meet Them?


The digital revolution is quickly (and continually) changing the expectations of today’s tech-savvy customers. And, consequently, enterprises are scrambling to adjust the way they manage customer engagement and experience. Amid the scramble, are you meeting expectations to deliver exceptional digital customer experiences? If a customer sends an email and follows up with a call, will your contact center agent know the customer has already reached out and how that interaction was handled?

Contact Centers: It’s Your Moment of Truth (Infographic)


Reports that businesses are not delivering on their promise of an exceptional—or even a good—customer experience is not new. What is new is that customer demands and expectations have changed due to today’s digital transformation.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 5)


If you’re a contact center leader, there’s a lot about Millennials and Generation Z worth understanding. In fact, these younger generations just may be your contact center’s BFFs. That’s because, as the fastest-growing demographic of consumers and agents, their influence on your success is enormous.

Cloud Contact Center Architecture: Why Microservices Matter


As customer demands continue to evolve, it is no longer a surprise the impact that it can have on your organization’s bottom-line if you are too slow to respond. All businesses—no matter what industry—must strive to deliver the ideal customer experience.

Why Is the Cloud Still the “Far Side?”


I’ve been in the software, telecom and contact center space for most of my career. One of the most surprising things I’ve found over time is that the cloud is still a new concept for many who manage and operate contact centers.

5 Tips for Better Customer Interactions in the 2019 Experience Economy (Infographic)


It’s been 20 years since James H. Gilmore and B. Joseph Pine coined the term Experience Economy to describe the shifting consumer appetite from commoditized products and services to complete brand experiences.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Generation Disruptor: Optimizing the Influence of Gen Z on Your Contact Center


We’ve shared before that Millennial (born between 1981 and 1996) and Gen Z (born between 1997 and 2012) agents are having major impact on the way today’s contact centers operate. These two groups now make up the fastest-growing proportion of contact center employees. And savvy contact center leaders are paying attention.

Beginning to Explore Cloud Contact Center Solutions? Here’s a Good Place to Start


For some technology solutions (customer relationship management (CRM), for example) the cloud is now the de facto standard. Its rise, however, did not happen overnight. In her recent research, Migrating to a Cloud Contact Center: Tales from the Far Side , customer experience industry analyst Sheila McGee-Smith points out that for contact centers, the move to the cloud has been slow compared to many other industries.

How to Engage Your Millennial and Gen Z Contact Center Agents


Every generation comes with its own preferences and habits. Millennials and Gen Z are no different. For years, contact center agents were largely run by Baby Boomer and Gen X agents. Accordingly, processes were created to best suit them. However, as many contact center managers know, those same processes may not work for their Millennial (born between 1981 and 1996) and Gen Z (born in 1997 and later) counterparts. These two generations now make up a growing proportion of contact center agents.

For Those Still on the Fence: A Few More Reasons to Attend Enterprise Connect 2019


In my last post, I shared 10 Reasons to Attend 2019 Enterprise Connect. But I’m guessing there are more than a few of you out there who may still be on the fence about it. Or maybe you were planning to go but are now considering shortening your trip because you’re concerned about being away from the office for several days. For anyone I haven’t yet convinced, here are a few more reasons to attend one of the biggest—and most important— contact center events of the year.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

10 Reasons to Attend 2019 Enterprise Connect


Recently, we collaborated with Serenova’s VP of Customer Success, Jen Jackson, on the e-book, 5 Critical Actions for Successful Contact Center Leaders. In it, Jen, a former contact center executive, shares actional professional development tips gleaned from her successful career. Jen’s insights inspired me to consider my own professional development goals. I tend to devour new ideas and love the spark I feel when I learn something new.

Meet Serenova at Channel Partners Conference & Expo 2019


Next week, I’m heading to my third Channel Partners Conference & Expo with Serenova. As you might imagine, as VP of Channels in North America, I get to quite a few events in the partner community on behalf of Serenova. And while they are always enjoyable, I particularly look forward to this one.

How to Disrupt Your Competition


That “Something Extra” You Offer to Make Customers Love You


In the realm of business—and especially customer service—we often talk about how to differentiate yourself from your competition. It’s those companies that manage to stand out from the crowd that end up being successful.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Yes is More Than an Answer. It’s an Attitude!


Customers don’t like to be told no. Any request or complaint that is met with a negative response may only add fuel to the fire. That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! What is the Question?

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business


This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them


From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance.

It’s Not Where You Are. It’s Where You’re Going.


Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest point away from each hole.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.