Thu.Jul 29, 2021

How to Take a Change Management Approach to Knowledge Centralization


When it comes to creating a centralized knowledge base, the tool you pick is just one piece of the puzzle.

5 Rules for Ensuring Behavioral Science Works for Your Business

Beyond Philosophy

I write about the behavioral sciences a lot. I advise on some first steps for you to implement strategies based on behavioral science findings. However, I haven’t written about what you should do to make sure it works.


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6 Important Soft Skills Every Call Center Agent Needs


Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude.

5 Rules for Building a Successful Customer Experience Team

Beyond Philosophy

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.”

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.

Pursuing a ‘Service-First’ View of Digital Transformation

Transparent BPO

Customer care providers should focus on clients, customers, and employees to achieve the right balance. By Jason Sterns, Vice President of Business Development, Transparent BPO The customer care industry has lost sight of a ‘service-first view of digital transformation.’

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Debunking 5 Conversational AI Myths


Search any topic on the internet, and you’re going to experience two outcomes: truth and misinformation. Nowadays, it’s hard to decipher which is which as we experience inundation from sources left and right in a 24/7 news cycle that doesn’t take a rest day.

The Best Natural Language Processing (NLP) Solutions Providers

CSM Magazine

Over the years, the demand for Artificial intelligence has steadily increased since more organizations are seeking digital frameworks to make them stand out in the business landscape.

Successfully Scaling Support with CloudTalk [Podcast]


Your knowledge base needs to be up-to-date, and onboarding needs to be thorough and quick. ?. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Scaling a support team as the customer base grows and evolves is a common challenge faced by start-up leaders.

Mitigate Agent, Customer, Operational and Regulatory Risk

Enghouse Interactive

Call Recorders Can Save You from Disaster. Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call.

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.

New 2021 Business Phone Plans Lineup


We are happy to announce this month that we have made some important changes to our VoIP plans. Our 2021 Business Phone Plans lineup now includes a new plan called Spark, and we have made more high-level features available to all our customers.

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Can your Call Recorder do This?


Like just about everything in life, sometimes it makes sense to make a change - sometimes for sheer betterment and sometimes simply to try something new. It doesn't mean you made a mistake. It could just mean that something better comes along. This is certainly the case with call recording software.

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18 Great FAQ Examples to Improve Your Self-Service Support

Help Scout

There are many excellent reasons to create and publish FAQ content for your product. First, 70% of customers prefer to use a company’s website to get answers on their own.

Spearline Spotlight: an interview with Dan Hayes


During the recent episode of the Spearline podcast, I spoke with Spearline’s Chief Customer Engagement Officer, Dan Hayes, about his role in the company and his experiences working with customers.

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!

11 Best AI Chatbots for Sales and Support in 2021


People expect helpful, responsive customer service online. And 40% of consumers don’t care whether it’s a chatbot or a person providing customer service. So why not delegate some of your customer service tasks to chatbots and free up valuable time for your live agents?

What is Microtasking?


Microtasking is an indispensible business solution of the future. Make sure you engage the right team and partner to take advantage of this wave


The Complete Sales Coaching Guide: Tips and Techniques from Sales Leaders


Competent sales teams are not built overnight. It involves a continuous practice of coaching sales teams. In fact, sales coaching plays a role in raising a high-performing team of sales reps. Missed sales quotas can be a source of chagrin for managers.

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3-Year 229% ROI! Read Forrester’s Total Economic Impact Study of LiveVox


LiveVox commissioned Forrester Consulting to conduct a Total Economic Impact™ study in June 2021 to evaluate LiveVox’s cost of ownership and return on investment across a variety of different factors in the contact center.

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.

21 Call Center KPIs for Complete Performance Visibility


You already track your team’s performance. . But every so often you should do yourself a big favor and shake up the call center KPIs your measure. Because maybe you’re missing out on critical intelligence… .

3 Reasons to Review Your Microsoft Compliance Position


Establishing a clear overview of your Microsoft compliance puts you at advantage when it comes to managing software license audits, true-ups and software contract renewals. Here’s why…. SAM Compliance

Merchants competes in 11 categories at 16th Annual CCW Awards


Business process outsourcing (BPO) provider and customer experience partner, Merchants, is proud to announce that it has been chosen as a regional finalist in 11 categories in ContactCentreWorld’s 16th Annual Global Awards.

Tech For The People with Steve Bederman | Call Center Chronicles Podcast


Steve is joining the Call Center Chronicles Podcast to talk about technology as a byproduct, women and technology in leadership roles and tech for the people. The post Tech For The People with Steve Bederman | Call Center Chronicles Podcast appeared first on NobelBiz®. Blog Leadership

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!

Hybrid delivery is more than remote working


Over the last 18 months, business process outsourcing (BPO), like most industries, has had to quickly and effectively adapt and shift strategies to ensure success in a post-pandemic environment.

8 Airline Chatbot Use Cases You’ll Want to Implement


Contents. 8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. Let’s face it. Travelling has been getting harder and harder since Covid came around. .

Customer Care Today: The top 4 things consumers want you to know


Customer service has long been the subject of jokes, comedy skits, and memes. Because everyone can relate. Whenever the topic of customer service comes up, everyone has a story to tell–and there is no holding back. People remember both the good, and they definitely remember the bad.

Remarkable Healthcare Call Center Software Innovations


The vital role of healthcare innovations is to support and give necessary aid to patients in a timely and professional fashion. Let’s compare workflow in traditional hospital call centers and work organized with healthcare call center software. We’ll find out the impact on patient inquiries

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!

How to rapidly improve customer service by finding your Betty

Inside Customer Service

Early in my career, I lucked into a solution to a challenging project. My department was asked to create a training program to help contact center agents pitch the company credit card to customers who called in to place an order from our catalog.

Our Latest BCStrategies Podcast - Zoom's Acquisition of Five9

Jon Arnold

This might turn out to be the biggest M&A deal of 2021 in our space, although there’s plenty of time left this year for bigger deals to come along.

Customer Service Tips That Compliment Your Call Center Software


Call center agents that handle customer service inquiries can be daunted with so many ways. The post Customer Service Tips That Compliment Your Call Center Software appeared first on TCN. Cloud Call Center Software