Wed.Jan 08, 2020

A Guide to Change Management in your Contact Center: 4 Strategies to Align People and Processes as You Move your Tech to the Cloud and Mature your Systems this Year


More than 80% of CX professionals said they were starting or in the middle of a digital transformation project in 2019. And, the focal point for these transformative moves is improving customer experience.

Tips to Conducting Successful Political Dialing Campaigns


Today’s highly charged political climate has created an increased emphasis on rallying and securing voters and supporters. Outreach is more important than ever before. And, when done correctly, will provide the necessary data to support a successful political campaign.

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Reducing Call Center Agent Burnout with Automation


Call center agent burnout is one of the most common problems in the industry. The fast pace and demanding schedule of an agent’s position can be enough to overwhelm those who are not accustomed to the work. Likewise, while the work is quick-moving, it can also be tedious and tiresome to the mind.

Smile and the World Smiles With You—Unless It’s Fake


One of our faithful Shepard Letter subscribers emailed me a story. He was at a store, and the employee was friendly and engaging. But when he saw her later—when she was off duty—she acted indifferent toward him, almost rude.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how.

Myra Golden Media

We took my son’s phone in for repair. After looking at the phone, the employee said. Liquid has come in contact with this phone. Your warranty doesn’t cover this, but we have a couple of options. We can repair the unit, or we can sell you a refurbished model.”.

More Trending

2020 CC Challenges and Priorities

Strategic Contact

It’s 2020: a new year, a new decade, and all kinds of opportunities to talk about perfect vision! Let’s start off this exciting year with a look at findings from our fifth annual survey. Last year’s theme was change.

How B2B communities grow your bottom line


If you’re finding it tough to convince your organization of the benefits of an online community, or you simply want precise reasons why communities drive business growth, we hear you. And we’ve got you covered.

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What is Digital Self-Service?


Self-service: definition. Self-service is a solution or a group of solutions enabling your web users to be completely autonomous on your website or intranet.

Beware False Scorecards for B2C Chat


There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? SMS remains the most ubiquitous channel, but least flexible.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

3 Predictions for Customer Experience Trends in 2020


The Next Decade in Customer Experience. As we enter a new decade, it’s no question that customer experience will be the key differentiator for customers when buying a product or service.

2019 in focus: our top 10 blog posts from the year


Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Published on: January 09, 2020.

Customer Service Technology Trends for the 2020s


The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Beware False Scorecards for B2C Chat


There’s an interesting and high-stakes battle taking place right now in the world of customer service: What will be the dominant text-based channel for B2C communications? SMS remains the most ubiquitous channel, but least flexible.

B2C 67

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

3 Proven De-Escalation Techniques for Customer Service


When a customer's got you down, you have to make an effort to get back up! We've got the best de-escalation techniques for customer service. Also lots of advice that's useful in life in general! The post 3 Proven De-Escalation Techniques for Customer Service appeared first on NobelBiz®.

Customer Success Vs. Customer Experience — Is There A Difference

Answer Dash

(This article is published by the written consent of Custify ) If you’ve spent any time reading about customer success (CS), you’ve probably noticed that it emphasizes crafting positive customer experiences. Read any content about the field of customer experience (CX) and you’ll see the same.

How to set up Smart Triggers on JivoChat


In today’s competitive digital market in order to boost your retention rates and engage potential customers while they browse your online store, you need to be proactive.

11 Levels of Customer Success Maturity


As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Understand and Optimize your Unique Customer Touchpoints

Call Experts

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers."

Executive Interview with Bob Wienholt, CEO of CallShaper

Contact Center Pipeline

I love the idea that CallShaper was first developed for use in their own contact center. It was from there that CallShaper became independent. What a way to develop and use a product, knowing all of its capabilities and improvements to be made prior to release for general use.

GM Leverages AI in Social Customer Care

Brad Cleveland

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.

Cisco Secures Customer Satisfaction With GetFeedback


The modern network is ever-evolving and expanding as trends such as mobility, the Internet of Things, and the cloud continue to shape the way we do business. Despite its many benefits, this increasing network complexity can obscure visibility, making it difficult to detect network threats.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Skill transfer by Robert C. Davis and Associates: The doing phase of the skill transfer process for contact centers

Robert Davis

By Brad Baumunk , President and COO. Here’s my next post in my series about our proven skill transfer model for contact centers. Some people love to practice and try new skills. Others don’t. As a leader, you must be persistent during Step 3 of the skill transfer process – Practice with Coaching.

Talkdesk Kicks off 2020 as Recognized Leader in Four G2 Winter 2020 Reports


When it comes to purchasing software for your business, a critical piece in decision making is checking customer reviews.

Newsletter Time - January Issue Now Published

Jon Arnold

Well, technically, I’m now in my second decade of publishing my monthly newsletter - JAA’s Communications and Collaboration Review - but that’s an easy claim to make at this point in time.