Tue.Feb 25, 2020

What to Expect When Working with a Call Center Outsourcer


The business world is evolving at an unprecedented rate. Maintaining a competitive advantage in times of rapid change and transformation requires companies to stay razor-focused on their core competencies and the ability to innovate and flex with market demands. Industry Insights

Customer Success vs. Customer Service: How They Work Together


A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. While individual success is important in both cases, you also need overall harmony.

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Experts Predict a New Decade’s Call Center Trends


In most businesses, keeping up with trends is important. It helps you stay relevant and keeps consumers interested in what you have to offer. In the world of the contact center, though, keeping up with - and perhaps ahead of - trends is imperative to your success.

Amazing Business Radio: Teri Yanovitch


Be the Disney of Your Industry. Lessons from Disney to Improve Your Customer and Employee Experiences. Shep Hyken interviews Teri Yanovitch.

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

Springing Forward Might Affect Contact Center Forecast Accuracy

Contact Center Pipeline

Daylight Saving Time (DST) starts in spring. That’s when we have to wake up earlier because the clocks shift forward one hour. Standard Daylight Time returns everything to normal in the fall. Forecasters can use this information to build a high-performing time-of-day arrival model.

More Trending

Customer Effort Score (CES): The Complete Guide


Learn how to use the Customer Effort Score metric, boost loyalty, and prove the ROI of your efforts. Guides

How curiosity in the contact center leads to better CX

TELUS International

People and Culture

10 Reasons Why You Should Have a Remote Customer Service Strategy


Remote work is a growing trend in the workplace today. More companies are allowing employees to work from home, or hiring workers from all around the world to work on the same team via the internet

My Manifesto: Experience Matters

Customer Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Five of the Most Common Customer Service Complaints for Online Businesses


If you run a restaurant, you can generally tell who your unhappy customers are. They’ll be the ones scowling at their overcooked food, or glaring at their phones while waiting too long for a dish.

Data scientists love Tethr. Here’s why.


Although Tethr boasts the only customer listening platform built for the everyday user, data scientists are also cheering on Tethr. So what’s getting data science and analytics teams excited to use our platform? For one, Tethr allows practitioners to build their own reports and dashboards.

Level Up Your CX Game With WhatsApp Business API


The world is interacting on different messaging applications and WhatsApp has become the game-changer while becoming the choicest messaging app for 2 billion people across 180 countries.

APIs 63

In-Depth Comparison of the 3 Types of CRM


As businesses grow, they soon discover the vital importance of Customer Relationship Management (CRM) software. Which one helps you streamline your sales processes, customer interactions, and business operations?

CRM 62

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

How and Why to Manage the Move to a Virtual Contact Center

NICE inContact

The adoption of cloud vs. on-premise software to manage the contact center is a door-opener for businesses. It grants them the keys they need to transition from on-site to fully virtual operations.

Determining the Right Data Center Architecture for Your Organization


Many of the customers I interact with have on-premises data centers, and they swear that they will never go to the cloud. On the other side of the spectrum, some customers have fully embraced cloud, to the point where they are running all their workloads in the cloud.


4 Ways to Get Rid of Painful CX Silos


Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

CRM 56

How predictive dialers work


Automated dialing in its various forms is a tremendous productivity tool for companies making outbound calls. Of the various dialing modes , predictive is the most aggressive and offers the most productivity. The impact of predictive dialers can be staggering.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

5 Signs You May Need to Revamp Your Onboarding Process


5 Signs You May Need to Revamp Your Onboarding Process. Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding.

Embrace the cloud. Transform your business.


Becoming customer-centric is key for organizations to survive. Companies must focus on the customer at every interaction, including sales, marketing, support and others.

Puzzel Delivers New Chat Bot Solution to Insurance Company If

CSM Magazine

The Nordic region’s largest insurance company, If, has adopted innovative artificial intelligence in combination with its existing solution from the contact center supplier Puzzel. The new agreement covers If’s contact centers in four countries.

6 Surprising Stats in Zendesk’s 2020 Customer Experience Trends Report


Companies are storing three times as much data on Zendesk as they did five years ago, and twice as much data per customer. When it comes to knowing what customers really want, data can be illuminating.

B2C 56

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Why Having Multiple Customer Service Outreach Options Can Skyrocket Your Business


A business can does everything right but if they fail to properly communicate with their consumers then there is a strong chance they will succumb to failure. It can’t be stressed enough just how vital it is to establish a strong rapport with your clientele.

4 Ways to Get Rid of Painful CX Silos


Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people on your team can see the most recent interaction with the customer, how can your perfect customer journey come to fruition?

CRM 52

Amplifying and Scaling Human Conversation Through Human AI (Customer Success)


Vincent Manlapaz, in an interview with Arjun Pillai, talks about the importance of developing and shaping customer’s experience. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

SaaS 52

How to Motivate Your Call Center Agents and Boost Morale

A Better Answer

When managing a call center, the ultimate goal is to interface with vendors and customers in a highly productive fashion. Because it’s a pivotal part of building and retaining relationships that’ll ultimately help boost the company’s reputation and brand visibility

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.