Wed.Jul 28, 2021

Why Customer Service Is Not an “Entry-Level” Position

Contact Center Pipeline

My 10-year-old son thinks I am so old, I roamed the earth alongside the dinosaurs! He is right in one way: I started in the contact center industry when things were very primitive. In fact, I began as an agent in the “Phone Age” (rhymes with “Stone Age”).

Buying Guide: How to select the best call center management software


Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center


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The “Always” Concept: What We Must Always Do For Our Customers

Shep Hyken

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement.

5 Best Practices for Hiring a Customer Success Manager


Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

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.

2nd Edition WFH Report: Is Remote Work Working? That Depends on Who You Ask


Did remote work work for contact centers? It depends on who you ask. There’s a gap in remote satisfaction, and it seems most managers are in a rush to get back to the office.

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This Hotel Holds the Key to Customer Loyalty


Many moons ago — in what feels like a former life really — I took a press trip to the Kimpton Gray Hotel. If you’re not familiar, it’s a high-end boutique-style hotel brand (owned by IHG) that sits in a historic, opulent landmark building in “the Loop” downtown Chicago.

What is the biggest risk your Customer Experience program can pose to your business?

Satrix Solutions

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business.

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Free Webinar: Redefining Customer Support Experiences

CSM Magazine

Reuters Events are excited to announce their next free service & experience webinar: ‘Redefining Customer Support Experiences’ featuring senior leaders from LinkedIn, GoDaddy & Intercom! Click here to register now to join live or pre-order the recording!

15 Best Live Chat Apps (Free & Paid) to Boost Sales and Support


You may already know that live chat can improve customer service, but did you know that adding live chat to your website can increase conversions by 12% ?

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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.

How Hybrid Workplaces are Changing Communications


Over the last few years, hybrid and even fully remote workplaces have gone from the exception to the norm. People are working from home more often. Meetings are far more likely to be over a video or conference call than. Read More.

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Why We Use AI in Playvox WFM (and How It Improves Contact Center Metrics)


Making optimal use of your contact center workforce is one of the biggest challenges for any contact center leader. Balancing the needs of your company, your customers, and your agents is a time-consuming, stressful effort — especially if you’re doing it manually. CS Management Workforce Management

Company Management Processes for Instant Growth

CSM Magazine

The biggest factor that drives your business is the way you operate it.

Sales Management: Definition, Strategy, Tools and Best Practices


Your sales management efforts are directly proportional to your sales team's productivity. So, if you want to oil your revenue generation machinery, sales management is where you should start. Sales is the sum of building teams, training them, setting sales goals, and tracking growth.

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!

What Is Customer Intelligence and How to Use It to Drive Customer Loyalty

CSM Magazine

Customer intelligence (CI) is the process of understanding the specific needs of your customers and analyzing all the data you have on them to serve them better, driving customer satisfaction and loyalty. Customer intelligence is an essential component of customer relationship management (CRM).

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Value Your Employees and Pay Them Well to Improve Your Call Center Experience


Businesses need to be profitable to keep running. So when talking about money, it can be tempting to cut your budget in a number of places – starting with the paychecks of your entry-level employees. But, what happens when a company underpays their employees ?

Jul 28 – Customer Success Jobs


Role: VP, Customer Success Location: Remote, Chicago, IL, US Organization: Built In As a VP of Customer Success, you will be responsible for target attainment and overseeing strategies to achieve revenue goals. Creating various KPIs across the organization on a quarterly basis.

A Guide To Finding The Best PBX Phone System For Your Small Business


A Guide To Finding The Best PBX Phone System For Your Small Business. In today’s digitized world, an advanced business communication system is vital. A dedicated business phone system lends reliability and consistency in communication.

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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.