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.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

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

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.

How curiosity in the contact center leads to better CX

TELUS International

People and Culture

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.


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

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Why I'm Finally Releasing The Service Culture Handbook on Audible

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon.com and affiliated sites. Starting today, The Service Culture Handbook is available as an audiobook.

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.

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.

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Training Magazine Recognizes Concentrix with Top 125 Award


Concentrix Ranks #58 for Training and Development Concentrix’ deep investment in its staff has landed it on Training magazine’s Top 125 for the third consecutive year, ranking 58 for 2020.


The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Meet 5CA's polyglots


Last Friday, the 21st of February, was International Mother Language Day – an annual observance aimed at raising awareness of linguistic and cultural diversity and promoting multilingualism. At 5CA, we have no shortage of multilingual speakers!


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.

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.

Let VirtualPBX Help You Start a Courier Service


If you’re in the midst of learning how to start a courier service, you know that your mobile workers will need to complete and accept a lot of short phone calls. They may need to accept delivery instructions from a customer or package pickup details from a central operator.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How to Connect with People through a Voice-Only Conversation


One of the most important aspects of any business is to know how to connect with people, and giving today’s technology, how to humanize digital interactions. Behind every business, there are people. And behind every person, there's a need to connect.

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?

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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.

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.

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AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

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?

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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

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.

Tech Stack for Financial Services – The Ultimate Guide [2020]


The year 2020 calls for progressive financial services. Digital transformation is disrupting the industry. But even after a decade of the Financial Crisis, challenges remain the same. And the technology infrastructure in almost every financial organization still needs to be strengthened.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

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.

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.

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