Callminer

JULY 11, 2022

Read this post to learn tips and best practices for managing a remote call center.

Best practices 182

Best practices Call Center Management 182

ClientSuccess

JULY 13, 2022

If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean? They mean long-term customers, and retention is at the root of any successful customer success strategy. . Looking at what customer retention requires at its very foundation, the answer could be summed up in one word: LOYALTY. .

Customer retention 78

Customer retention Upselling Customer centricity Personalization 78

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. .

Coaching 342

Coaching Customer centricity Accountability Feedback 342

Beyond Philosophy

JULY 9, 2022

When I was still a lad, around 10, I brought home a school report that read, “Colin is the class clown.” I am still proud of that report card to this day. Humor is an essential part of life and, surprisingly enough, business. There are numerous ways to use humor to your advantage in your customer strategy. You might have heard the phrase, “Laughter is the best medicine.” That’s because it is.

Consulting 44

Consulting Consulting Contact Center Surveys 44

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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.

Contact Center

Callminer

JULY 13, 2022

Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.

Surveys 345

Surveys 345

ShepHyken

JULY 13, 2022

Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence. And the world gets to watch how they handle the problems. . But what if you don’t have the type of business that gets Yelp or Google reviews?

Feedback 322

Feedback Personalization Customer Experience Customer Service 322

CCNG

JULY 13, 2022

What data are you using and where is it coming from? Depending on its source, time, and ?environment, data changes in value as it reckons with the moment in time it’s used. Email, social media, news, voice, podcasts, and direct interactions provide a wealth of insight, but must be considered from varied perspectives and intents of origin. With such varied vernacular, each medium and situation will have unique challenges that arise when testing the accuracy of the data they produce.

Analytics 195

Analytics CCNG Management 195

Contact Center Pipeline

JULY 14, 2022

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And contact centers collect a bounty of information from a growing array of channels and sources. Understanding customers and contact center agents, and their interactions and experiences from this data via analytics, […].

Analytics 147

Analytics Contact Center Customer Experience 147

TechSee

JULY 14, 2022

Our customers and employees live omnichannel lives. Our service needs to offer the best possible experience across every channel and interaction. A few weeks ago, we explored the growing demand for omnichannel service continuity. Today, we will dive deeper into one specific channel, the desktop or laptop user, and learn how you can best support these users with the latest TechSee Live capabilities: secure desktop sharing with two way video and remote desktop control.

Technical Support 109

Technical Support Enterprise Technology Management 109

Advertiser: ZoomInfo

AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.

Sales

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. (Inc. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

Toister Performance Solutions

JULY 14, 2022

The data was shocking. Even hurtful. An employee who worked for another department was sometimes loaned to my team. A monthly payroll report showed a lot more hours were charged to my team than she had actually worked. This was a great employee. Someone who did good work and was well-liked. She was recently recognized as the employee of the month. I wanted to believe this was a simple error, so I shared the report with the employee's boss.

Accountability 107

Accountability Marketing Customer Service 107

Contact Center Pipeline

JULY 13, 2022

Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers. Both types rightfully demand excellent customer experiences (CXs) on the channels of their choice. Yet in B2B there is a much greater breadth in the size, value, and lifespans of the purchases, billing and payments, and in the lengths of customer […].

B2B 147

B2B B2C Customer Experience 147

Totango

JULY 12, 2022

It can be really easy to overlook signs that may indicate something is wrong. That illuminated Check Engine light in your car, that slight ache in your tooth when you drink something cold, or that persistent feeling of exhaustion that you just can’t seem to shake. Then one day, your car won’t start, your dentist identifies the need for a root canal, and your nutritionist recommends more iron in your diet.

Upselling 106

Upselling Customer centricity Engineering Accountability 106

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

Cloud contact

ShepHyken

JULY 12, 2022

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations.

Sales 299

Sales Marketing Customer Service Technology 299

Netomi

JULY 13, 2022

As part of our new ‘AI for CX 101’ series, we will cover what to expect when you deploy an AI solution, including how to get started on your AI digital transformation journey. Whether you’re early on in the consideration phase or deep into the process, we’re here to provide you with insights and best practices to ensure you are well-equipped to proceed with confidence.

Chatbots 105

Chatbots Airlines Best practices Self service 105

Hodusoft

JULY 13, 2022

How Does An IP PBX System Help Real Estate Businesses Thrive? In today’s competitive environment, effective communication is imperative for business success including real estate and this can only be achieved by investing in modern software like IP PBX System. There’s no denying that the way in which business owners, realtors, and salespersons communicate with their potential customers determines the business’ long-term success.

Real estate 105

Real estate voip Interactive Voice Response Finance 105

AWS Machine Learning

JULY 14, 2022

Data scientists often work towards understanding the effects of various data preprocessing and feature engineering strategies in combination with different model architectures and hyperparameters. Doing so requires you to cover large parameter spaces iteratively, and it can be overwhelming to keep track of previously run configurations and results while keeping experiments reproducible.

Scripts 104

Scripts Engineering Metrics APIs 104

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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.

Contact Center

MiaRec

JULY 15, 2022

A few weeks ago, Jeetu Patel, Cisco EVP for Security and Collaboration, gave a very passionate keynote speech at Cisco Live 2022 about the importance that security measures will have in the coming months and years. The first trend he mentioned is that we are no longer operating within our own silo. We are part of an ecosystem in which customers, businesses, suppliers, and other partners must rely on each other and do everything in their power to keep each other safe.

Contact Center 98

Contact Center Healthcare 98

Spearline

JULY 12, 2022

An introduction to Voice Quality Testing We’ve all experienced a phone call where the voice quality makes it almost impossible to hold a conversation. ‘Sorry, what was that?’, ‘Can you repeat that?’… Poor voice quality can lead to misunderstandings, stress and, sometimes, calls being abandoned completely. Poor voice quality affecting your personal calls is frustrating.

Telecommunications 98

Telecommunications Interactive Voice Response Engineering voip 98

Quality Contact Solutions

JULY 11, 2022

Well-qualified leads are critical to a business’s success. While it can sometimes feel like there aren’t enough quality leads for your sales team to hit their goals to grow your business, trust me, there are. The trick is knowing where and how to find them. A proven B2B lead generation service is skilled in filling pipelines full of high-quality leads.

B2B 98

B2B Telemarketing Scripts Construction 98

AWS Machine Learning

JULY 15, 2022

Today, social media is a huge source of news. Users rely on platforms like Facebook and Twitter to consume news. For certain industries such as insurance companies, first respondents, law enforcement, and government agencies, being able to quickly process news about relevant events occurring can help them take action while these events are still unfolding.

Engineering 98

Engineering APIs Accountability Government 98

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Harness the True Power of your Contact Center In today’s fast-paced business environment, selecting the right contact center solution is critical for enhancing customer experience, improving operational efficiency, and optimizing costs. This comprehensive guide will walk you through the essential factors to consider when choosing a contact center software that aligns with your business needs.

Contact Center

Nicereply

JULY 11, 2022

How does support provide value beyond the queue? Commonly we talk about Support teams having the most contact with customers and we need to find ways to utilize this insight to create a better customer experience. Ashley Sachs , Director of Customer Success at Sealed believes the key to that is cross-functional relationships and empathy. We recently sat down to chat about her experiences improving support services through better relationships.

SaaS 98

SaaS Marketing Technology Surveys 98

Method:CRM

JULY 11, 2022

Great customer experience is key to fostering customer loyalty. If customers have a pleasant experience with your company, they’ll be more likely to come back for more business and recommend your goods or services to others. But how do you plan for and execute effective customer experience improvement? Read on to find everything you need to know on how to improve customer experience.

Customer Experience 92

Customer Experience Journey mapping CRM Metrics 92

Totango

JULY 15, 2022

Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. . When the stock market is down and interest rates are climbing, businesses are often faced with some tough decisions.

Accountability 90

Accountability Enterprise Metrics Marketing 90

AWS Machine Learning

JULY 11, 2022

LiDAR is a key enabling technology in growing autonomous markets, such as robotics, industrial, infrastructure, and automotive. LiDAR delivers precise 3D data about its environment in real time to provide “vision” for autonomous solutions. For autonomous vehicles (AVs), nearly every carmaker uses LiDAR to augment camera and radar systems for a comprehensive perception stack capable of safely navigating complex roadway environments.

Calibration 98

Calibration Engineering Automotive Technology 98

Advertiser: ZoomInfo

ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!

Marketing

Solvvy

JULY 13, 2022

Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy. Also, 62% of survey respondents say experience with one industry influences their expectations in others.

Customer Service 90

Customer Service Chatbots Self service Customer Support 90

delighted

JULY 13, 2022

Can you name a brand that makes you feel special? A brand you’ve made repeat purchases from, you’re proud to wear their logo, and when you receive a compliment, you’re more than happy to share where you bought said item? If so, you’ve experienced customer loyalty. And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to

Customer retention 88

Customer retention Journey mapping Surveys Feedback 88

Fonolo

JULY 12, 2022

In today’s work climate, it’s becoming increasingly difficult for employers to retain team members. Contact centers are especially notorious for low retention rates, with agents often citing burnout and boredom as reasons for leaving. According to Gallup’s findings, highly engaged employees bring 21% greater profitability ; focusing on employee engagement reduces the risk of churn and improves business results.

Call Center 87

Call Center Contact Center Employee engagement Average Handle Time 87