Tue.Nov 30, 2021

Launch a Stellar Retail Customer Service Strategy in 6 Steps


Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. Physical retail locations have experienced mass closures while eCommerce and omni-channel shopping have exploded.

Top 5 Posts in November

Contact Center Pipeline

This month’s top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce.


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Improving Customer Experience by Empowering A Compassionate Workforce

The Northridge Group

Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level.

The 11 Best Help Desk Software for 2022 [Ranked & Rated]

Help Scout

Managing customer requests is a hassle without the right tool. These 11 help desk software options will help you get things under control. Read the full article

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

How We’re Improving Accessibility and Usability at Guru: Part 3


Over the past few weeks, we’ve been proud to share the investments we’ve made into improving the usability and accessibility of our product (if you haven't already, read part one and part two ).


More Trending

Data Center Operations: What Keeps You Up At Night?


Every time I meet with a customer, there are always several data center concerns that weigh heavily on their minds. For many, it’s the fear that a bad actor that will destroy, steal, or compromise data.

Changing How Your Business Approaches Call Center Sales: ERQ


No matter what type of call center you operate, you’ll need to manage sales. Customer service centers need to upsell and cross-sell. Outbound centers need to sell. Even customer support is a sale in a way, a sale on continued business. .

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Bridging the Digital Transformation Divide


The world changed quickly for many businesses in 2020. In company after company, it felt like a decade of organizational change happened in just a few months. Those titanic shifts were heaviest in one particular area: digital transformation (DX).

Outbound Calling on Holidays: See How TeleDirect Can Help Today!


Seasonal Account Call Center Consulting | Complete BPO Services | Full Call Center Assistance During the Holidays. The holidays are here – is your contact center ready for this most wonderful time of the year?

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Amazing Business Radio: Fred Reichheld

Shep Hyken

Net Lives Enriched. How NPS Enriches the Lives of Customers, Employees, and Leaders. Shep Hyken interviews Fred Reichheld, creator of the?Net Net Promoter®?system system of management, the founder of Bain & Company ‘s?Loyalty?practice, Loyalty?practice,

Get Your Call Center Staffing Plan on Track Today!


Avoid Staffing Shortages | Improve Your Contact Center Staffing Strategy | Contact TeleDirect Today! Does your customer contact center staffing plan need improvement? Does your company even have a call center staffing strategy? If you answer yes to either of those questions, we can help today!

The Pros and Cons of Free Help Desks + 5 Options to Consider

Help Scout

We weigh the pros and cons of free vs. paid, plus list 5 tools to consider if a free help desk is right for your company's support team. Read the full article


Moving Times

C Space

Moving Times. The opportunity for automotive brands to be more responsible and better integrated into our daily life; to reimagine product as part of a seamless and ecosystemic experience. . By Max Raison, Director, Brand Strategy, Interbrand. 3

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.

How Listening and Question Asking Can Improve Your Customer Service Skills

Abby Connect

Empathy is a deep, heartfelt emotion that exists within all of us. Some people have a harder time either recognizing that it’s appropriate to have or recognizing when it needs to be conveyed and how to do that.

Customer Success Skills: Striking a Balance


. Spun from the beloved children’s fairytale about a young girl who makes herself at home in the cottage of a family of bears, the Goldilocks Principle states that something must fall within certain margins, rather than leaning toward the extremes.

5 Ways for HVAC Contractors to Stand Out from the Competition

CSM Magazine

The HVAC industry can be competitive. After all, there are hundreds of thousands of HVAC contractors in the world, with over 119,000 in the US alone. Needless to say, it takes a lot to stand out in this field. But there are a few things you can do to differentiate your HVAC company from all the rest.

How to Map the Call Center Customer Journey


Great service depends on understanding your customer. You need to have a clear idea about who they are and what they want. This knowledge forms the basis for service that is personalized and can meet customer expectations.

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.

Key Strategies For Winning Back Lost Customers in 2022


Trying to win back every single customer who churned might have a negative impact on your profitability. Customer churn is an unpleasant reality of any business, both B2C and B2B.

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8 ways to optimize your customers’ experience on your voice channel.


According to a recent Qualtrics XM Institute study in the US, . Businesses globally stand to lose $4.7 trillion in consumer spending, due to poor customer experiences.

A beginner’s guide to understanding customer touchpoints


When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes.

Call Queuing: Boost Your Company’s Call Capacity

Dialer 360

Call queuing is making your business well-organized. Good call queuing enhances the agent’s efficiency and no more hold time. While poor call queuing encompasses the hold time as well as minimizes the agent efficiency. Besides this, it leads to a negative customer experience. What is called queuing?

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.

How to Improve B2C Sales


A business model logically describes how an organization creates, delivers to customers, and acquires value - economic, social, and other forms. The process of developing a business model is part of the business strategy

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November Writing Roundup

Jon Arnold

Was busy on all fronts during November, including writing, and here’s a digest of my writeups. Why the New Age of Voice Will Create New Business Value , No Jitter, Nov. 22 How Can UC Tools Create a Virtual Water Cooler Experience? TechTarget, Nov.

Why You Should Outsource Customer Service in the US


The value of quality customer service cannot be overstated. A good support team can be the backbone of your company since it directly influences customer satisfaction.

TCN Wins Four 2021 MarCom Awards for Excellence in Digital Media and Publicity


George, UT. — Nov. 30, 2021 — TCN, Inc., a global provider of a. The post TCN Wins Four 2021 MarCom Awards for Excellence in Digital Media and Publicity appeared first on TCN. Awards Press


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!

Lessons from “SQUID GAME” For Customer Success Professionals


A tyrannical blood bath with over 400 players competing for the same price is a great analogy for today’s market. We are all just competing for attention from customers. Squid Game”, a South Korean series is on the tip of the tongue of avid (binge) watchers.

Call Queuing: Boost Your Company’s Call Capacity

Dialer 360

Call queuing is making your business well-organized. Good call queuing enhances the agent’s efficiency and no more hold time. While poor call queuing encompasses the hold time as well as minimizes the agent efficiency. Besides this, it leads to a negative customer experience. What is called queuing?