Tue.May 25, 2021

Top Call Deflection Strategies for the Contact Center


Call center managers are always on the lookout for ways to increase the productivity of their agents and the overall efficiency of their departments. However, these plans are usually put on hold due to high call volume periods and unexpected crises.

Forrester study highlights the value of customer intelligence


Discover why Forrester Consulting examined the latest trends in customer intelligence


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Equipping the Enterprise for the AI-Powered Human Agent Era

Contact Center Pipeline

From 1990 to 2010, some 4,400 children in the United States 17 years of age and younger made trips to the emergency room annually for the treatment of injuries resulting from amusement park rides. What does this have to do with contact center agents, you ask?

3 Ways to Optimize Sales Performance and Be Ready for the Coming Boom

Integrity Solutions

To ramp up sales performance and strengthen your sales pipeline, you have to develop your salespeople’s confidence; inspire them to be more proactive; improve their ability to build trust and rapport in an increasingly digital world; and equip them to engage in buyer-centric, results-driven conversations.

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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.

Shared Inbox 101 + The 7 Best Shared Inbox Tools

Help Scout

When your business is small and you have a low volume of support requests, using a distribution list or shared Gmail or Outlook mailbox may be an effective way to handle customer service. After all, it’s simple — everyone knows how to use email — and it’s inexpensive.

More Trending

Benchmarking CSAT, NPS, and CES: What’s a Good Score to Have?


By comparing your survey results to other companies, you add context to your scores. You might be looking at your latest survey results and wondering…. Are these good? How do we compare to our competitors? How are other companies in our industry performing when it comes to customer satisfaction?

Fraudsters Are Exploiting Cash Sharing Apps


Cash sharing apps are increasing in popularity for sending and receiving money. As many as 29% of North American transactions originate from a digital wallet with an estimated 64 million mobile payment users in the US 1.

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Why Contact Center Leaders Need to Pay Attention to AI-powered Analytics

NICE inContact

Today's contact center analytics can give leaders unprecedented insights into operations and identify if they're delivering the experiences customers expect and value.

Top Secrets Empowering Your B2B Customer Onboarding Process


It’s a fact that for B2B software industries securing a new client can be a difficult as well as a hectic task.

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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.

14 Common Sales Objections and How to Handle Them


Sales objections are a part of the sales process. But, the problem is, sales objections can pour cold water on even the most experienced reps' spirits. Prospecting isn't only about framing your sales pitch.

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Integrate IBM Watson chatbot with Flutter App using Kommunicate


Flutter is Google’s new open-source technology for creating native Android and iOS apps with a single codebase. Since it has ready-made and custom widgets, it’s easy to build the UI. Flutter has many advantages so the flutter apps implementation will be common.

How to Set Up a Successful Telemarketing Lead Generation Pilot Program

Quality Contact Solutions

Telemarketing has outlived a wide variety of marketing strategies. It continues to be a priority for many businesses when it comes to keeping in touch with your customers, retaining those customers, and developing relationships with target markets.

Securing Your AWS Environment Cloud Natively


Since the shift from the concept of traditional IT to the public cloud, there have been many new security services and cloud-native tools being implemented across all vertical industries to protect and govern the customer cloud environment.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

The 3 CX Opportunities Most Often Missed by CMOs Today


How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare.

What Should Delivering Customer Success Across Your Company Look Like?


Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program.

The Importance of Stellar Customer Service for E-Commerce Businesses

A Better Answer

It’s no secret customer service is important in any industry, but as the e-commerce space continues to grow, it’s even more important in this space to offer a stellar customer experience

An interview with Global Call Forwarding


Global Call Forwarding (GCF) was launched in 2007 with the goal of becoming an exclusive outlet for toll-free and local numbers. Founded in 1996, GCF’s parent company, United World Telecom (UWT), originally operated as a callback service provider.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

You requested, we updated. A Delighted + Salesforce integration revamp you don’t want to miss!


The key to building product roadmaps is through customer listening. As Delighted experts, we knew we had to practice what we preach and continuously gather real-time feedback from you, the customer, on what you wanted next for an integration refresh.

The 3 worst countries in the world for voice connectivity and audio quality


Inbound voice service offerings are more intelligent than ever before. But what about quality? The global troublespots for voice calls.

On-Premise vs. Cloud Contact Center, What Are The Differences?


There are two major tech options for businesses in the contact center world: on the one hand, the cloud with software in SaaS mode. It is easy to set up and use, and the costs are transparent and well planned. In the other side, there is on-premise, which involves installing the software on a local server. It's not just the hosting that matters in the cloud vs. on-premises debate; it's also about the nuances of how app functions and how it blends with the internal strategy.

Gross Retention Rate or Net Retention Rate- Which is the key customer retention metrics to track


Have you ever heard any SaaS founder or VP -CS saying,” I‘m okay with losing a few customers every month?”. Probably not. That’s because Customer Retention is critical. Customer retention is critical — particularly for B2B SaaS companies. And the reason is manifold- .

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Top Tips to Improve Knowledge Management and Make your Business Smarter


Now that you have this idea in hand, what are you to do with it? How, then, to implement a knowledge management system?

May 25 – Customer Success Jobs


Role: Customer Success Director Location: Short Hills, NJ, US Organization: Dun & Bradstreet As a Customer Success Director, your primary focus will be to manage ongoing contractual relationships and the operational delivery of services to clients.

TCN Launches Voices Analytics to Improve Agent Performance and Increase Efficiency of Contact Center Operations


GEORGE, Utah – May 25, 2021 – TCN, Inc., a global provider of a. The post TCN Launches Voices Analytics to Improve Agent Performance and Increase Efficiency of Contact Center Operations appeared first on TCN. Press Voice Analytics

Buyer Journey vs Customer Journey: What Is the Difference in SaaS?


The journey of the buyer or customer to use a product is referred to as buyer’s journey and customer journey. The buyer’s journey is similar to the customer’s journey. However, there are some key differences that set them apart.

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How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Amazing Business Radio: Hank Ebeling


The Competitive Advantage of Amazing Customer Service. How to Out-service Your Competition. Shep Hyken interviews Hank Ebeling, founder of H4 Training. They discuss the value of selecting the right people to carry out your vision of service.

10 Quick Tips for Improving Survey Response Rates


Our useful infographic outlines 10 ways to get more from your customer surveys. The post 10 Quick Tips for Improving Survey Response Rates appeared first on Concentrix. Thought Leadership Resources