Thu.Oct 14, 2021

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Contact Center Pipeline

In 1918, calls were coming in faster than customer service workers could manage. A global pandemic was driving people to rely on technology instead of interacting face-to-face. That increased reliance on technology placed an extraordinary burden on the shoulders of customer service workers.

Evaluating Your Contact Center Disciplines

CCNG

Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?”

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The Intuitive Customer Trailer

Beyond Philosophy

Great business insights with a touch of humor, all put over in a clear, easy-to-understand way. Each week we discuss how you can gain and retain more customers and solve business problems.

3 Tips to Reduce Cost Per Contact in the Call Center

Fonolo

When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Stumped for New Ideas? This is What is Stopping You

Beyond Philosophy

I like books that show you another perspective you weren’t expecting. Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens.

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Focus, Coordination, and Teamwork with VirtualPBX COO, Lon Baker

VirtualPBX

Change is one of the few constants for businesses, teams, and customers everywhere. VirtualPBX has changed tremendously over our history, and the change has accelerated thanks to the demands of both our customers and team members.

Financial Services Firm Selects Edify as New Contact Center Software Provider

Edify

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx. PR Edify Press Release Cloud Contact Center Cloud Contact Center Software Edify Huddle

Business Continuity: Are You Sure You’re Ready?

ConvergeOne

Oscar Wilde once stated, “To expect the unexpected shows a thoroughly modern intellect.”

Revation Systems Introduces Next Generation Digital Patient Engagement Platform

Revation Systems

SAN FRANCISCO–( BUSINESS WIRE )–Revation Systems, a leader in cloud-based, compliant messaging and communications, today announced advancements to their unified communications platform, LinkLive, that provides digital-first capabilities to healthcare organizations.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Why Customers Ask Vague Questions (and What To Do About It)

Help Scout

It’s frustrating when customers don’t give you the details you need in order to help them, but they aren’t being lazy. Here’s how to understand and address the root cause of vague questions. Read the full article

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Revation Systems Named 2021 ‘Hot Vendor’ in Artificial Intelligence for the Intelligent Contact Center by Aragon Research

Revation Systems

SAN FRANCISCO–( BUSINESS WIRE )–Revation Systems, a leader in cloud-based, compliant messaging and communications, today announced the company has been included in the list of 2021 ‘Hot Vendors in Artificial Intelligence (AI) for the Intelligent Contact Center’ by Aragon Research.

Why training is a bad way to recognize good employees

Inside Customer Service

My first job was in a clothing store. It was a great place for a high school kid like me to learn new skills. I started in the men's department, but was eager to learn everything I could.

Sales 56

How employee satisfaction leads to customer satisfaction

TMP Direct

There’s a direct link between employee satisfaction and customer satisfaction. Happy employees equal happy customers. Unhappy employees lead to unhappy customers. Both employees and customers greatly impact day-to-day operations and the bottom line.

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.

6 Ways to Drive More eCommerce Sales This Holiday Season

Quiq

Share This Story. This year, holiday shopping will shift to eCommerce like never before. Once again, eCommerce sales are projected to grow this holiday season as consumers continue to transition to cyber-week sales.

Sales 52

18 best web hosting for ecommerce

JivoChat

When you want to buy something online and the website crashes, do you give up on the purchase? For many people, the answer is yes.

5 Vital Tools Real Estate Agents Need for Success

CSM Magazine

The world of real estate is not for the faint of heart. Sure, there is a chance you’ll be among the lucky ones who get to win more than $1 million annually , but to get there, you need a lot more than just people skills.

CX Round-Up: Must Reads for Customer Service

LiveVox

Most Brands have figured out that they need to have good customer service if they are to survive in this market. Customers now have so many options to shop that it takes more than having a stellar product to keep their loyalty.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Five Ways Courier Companies Can Improve Their Customer Service

CSM Magazine

The success of any business is majorly dependent on the quality of customer service offered. On the same note, customer satisfaction has a huge impact on a company’s client retention rate. This is the reason why a company should always try to deliver excellent customer service at all times.

Customer Service Is an Essential Part of Employee Time Tracking for Better Management!

Call Experts

Sometimes companies will execute employee time tracking by using a sign-in sheet when entering and leaving the workplace. Likewise, the conventional method of requesting time off, sick leave, or tardiness is by calling your supervisor, and the supervisor records the absence on a spreadsheet. .

Ways to Ensure Writing Plagiarism-Free Content for a Site

CSM Magazine

Plagiarism is something everyone wants to avoid, but few manage to do it. Sometimes, plagiarism is intentional which may make others have a bad impression on you and your skills.

How to Bring *Even More* power to Zendesk

Babelforce

Zendesk is a powerful customer service ticketing tool. It takes communication from multiple support channels and organizes it into a single dashboard. This has three major benefits: Agents save time as they don’t have to switch between multiple platforms to offer support.

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!

Europa Announces Employee Expansion

CSM Magazine

Europa Contact Centre , the multi-channel outsource contact centre is set to expand its workforce by 25 per cent as part of its overarching growth strategy. These include team leaders, business development managers, trainers, and call centre agent positions.

Choose your VOC tools wisely

Hello Customer

Finally, let’s talk shop. Just as you must take your customers seriously, so must you take your VOC tool if you wish to capture meaningful conversations, rather than senseless chatter. Tool being the operative word, a Voice of the Customer platform comprises applications and processes used to collect and analyze direct, indirect and inferred customer feedback pulled from surveys, customer service interactions, product reviews, social media, etc.,

2021 Gartner® Hype Cycle™ for Natural Language Technologies

Uniphore

At Uniphore, our mission is to bridge the gap between people and machines by leveraging AI and automation to improve and optimize conversations across the board. A big part of accomplishing that mission is using advanced Natural Language Technologies (NLT) to drive innovation in every industry. According to Gartner, recent advances in NLT, AI and Machine Learning, are enabling “intuitive forms of communication between humans and systems.”

Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company?

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

7 Ways to See Your Business from Your Customers’ Perspective

Brad Cleveland

The most successful leaders don’t rely solely on data to tell them what’s happening. They take steps to put themselves in their customers’ shoes. They want to deeply understand the business—its products, employees, and competitors—and experience it as their customers do. I agree.

Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company?

Need a Customer Survey Company? Let’s Find Out!

InteractionMetrics

When done correctly, customer satisfaction surveys uncover your wins, gaps, and missed opportunities. That’s why customer survey companies abound. But first things first, do you need a customer survey company?