Tue.Oct 08, 2019

10 Ways to Identify (and Lose) Bad Customers


We all know bad customers are unpleasant to deal with. The consequences of bad customers can reach into other aspects of your business, too. They contribute to churn when they don’t listen to you and don’t realize value from your offering.

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The Ever-Changing World of Customer Service Chatbot Creation

Creative Virtual

By Jeff Clifford, Project/Account Manager. I started building virtual agents and chatbots for customer service more than 12 years ago. A lot has certainly changed in that time. I talked about some of the changes in my Meet the Team interview a couple of years ago, but the industry has continued to evolved since then. In my experience, there has been a major shift in customer expectations since 2015/2016 in the customer service chatbot industry.

Proactive Customer Success Strategies that will get You Ahead of the Game


Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth.

3 Easy Ways to Appreciate Your Agents During Customer Service Week

Contact Center Pipeline

Happy Customer Service Week! Hopefully, your Customer Service Week celebration has kicked off and your agents are basking in the glow of much-deserved recognition, food and gifts!

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

Deliver Better Customer Service by Breaking Down Internal Barriers

CSM Magazine

In the second of a special Customer Service Week series, Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ explores how cross-training staff improves morale, attitude and service delivery.

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8 Must Read Business Books for your Growing Team


Reading is a luxury—giving your employees the opportunity to read for work is incredibly valuable, both for you and for them. One of the best benefits that you can provide for your employees is the benefit of learning.

Five Things CEOs Want Their Sales Leaders To Know

Integrity Solutions

When it comes to the sales leader’s performance, the best CEOs are holding them accountable for more than just the number; they expect them to grow their people, too. As the revenue producers, it’s not surprising that the sales function is always on the mind of the CEO.

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Fonolo Investigates: How Retailers are Using Customer Data to Gain a Competitive Advantage


Back in 2017, The Economist boldly declared that “The world’s most valuable resource is no longer oil, but data.” ” As we head into 2020, no one would bat an eyelid at this statement.

Breaking the mold with customer experience innovation labs

TELUS International


Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

Lessons From The Overlook: Be Flexible

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

Tips for Creating the Perfectly Optimized Blog Post as Per SEO Standards


Content is the most important tool for any website when it comes to online marketing, increasing traffic and overall SEO. You cannot go through any how-to guide about SEO these days without reading about how essential good content is. But it is not only about having high-quality content on the site.

Feel Like You Are Flying Blind? Call Center KPIs and Benchmarks Can Help

NICE inContact

Before modern avionics, pilots set a fixed point on the horizon and flew their planes using a center stick and right and left rudder pedals. These controls allowed the pilot to keep the airplane on course by controlling altitude and direction.

Recap: How Your Direct-to-Consumer Support Team Can Sleigh the Holidays


We all know that the holidays season isn’t just sugar plums and snowmen — especially not for direct-to-consumer brands. Order volumes are high, seasonal policies and promotions are plentiful, and over 40% of revenue is on the line. And no one is feeling the pressure quite like customer support teams.

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.

The Top SaaS Metrics Your CSM Team Needs to Monitor


As a CSM or customer success leader, you know the importance of success – not just for your customers, but for your department and your business as a whole. But what is the best way to define success in these avenues? Success isn’t based on “we think” or “we feel”. It’s based on data.

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Transforming Customer Experience with Data: 5 Tips

Answer Dash

All companies aspire to deliver superlative personalization and customer experience. Brands like Disney, Amazon, and Netflix deliver amazing CX in our personal lives, but why haven’t more brands achieved these heady heights?

The importance of customer feedback management


Collecting customer feedback is critical for the long-term success of your business. Top performing companies understand the important role customer feedback plays in business.

Spearline’s Automated Number Test Campaign: 10 Years Strong


10 years ago, Spearline developed the first-ever automated testing platform to proactively monitor global toll, toll-free, inbound and dial-out numbers.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

4 tips to improve your customer support process


I’ve said it before and I’ll say it again – customer support is one of the most daunting jobs. Customer support agents are the frontline of the company’s communication with the customers. Customers do not take their concerns straight to the CEO or the CFO or the department manager.

How Zapier Works: Sending Voicemail Data to Google Sheets


Part of our goal for this month’s blogs is to teach you how Zapier works alongside our Business Phone Plans. Zapier lets you link web-based services together — such as connecting VirtualPBX to Google Sheets like you’ll see in this tutorial.

New Videocast Coming - DojoLIVE! - Collaboration and the Digital Workforce

Jon Arnold

Just a heads-up about something new and different. I’ve been invited by the folks at Nearsoft to be a guest on an upcoming live streaming video interview session.

Data Protection: The Last Line of Defense for Your Data Center


Just recently, one of my customers—a large K-12 School District—was hit by a major ransomware breach. Just how major was it? The breach was so major that the whole (and I really mean the WHOLE) data center was inoperable. Primary data and backup data was encrypted beyond usability.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The Future of Contact Centers: Where Will Technology Take Us?

24-7 InTouch

At a time where technology is changing at a rapid rate, the future becomes nearly impossible to accurately predict. The reality is that these technological advances have resulted in major changes to both customer and employee experience

The Fall of Summer

Chip Bell

Fall leaves are a lot like customers. They typically don’t depart simply due to the lure of a competitor like gravity invites a leaf to the ground. They are pushed out by the negative force of poor service or indifferent service. All my life I thought that fall leaves departed the tree because they got too old to hang onto the branch and gravity bested their grasp. It does not work that way.

Meet your new platform: Taming a fresh martech stack, fast


Gartner’s new CMO Spend Survey for 2018-2019 says that the average percentage of a CMO’s budget, allocated for martech, jumped from 22% to 29% 1. This makes martech the single largest area of investment when it comes to the marketing department’s resources and programs.

The Power of Empowerment

Horizon CX

Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is a concept growing in popularity.

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.

4 Reasons to Switch to a Virtual Contact Center


Technology allows more organizations to operate with greater flexibility. Companies have the option to expand their hiring options to a global scale. This ensures that they find the right skills and talent necessary for key positions in the organization, regardless of location.

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11 Important Leadership Lessons from a PIXAR Founder

Russel Lolacher

Our own experiences, successes and failures, are necessary for our learning in how to be better leaders. But it’s also pretty important to look at other people’s big wins and crashing burns.

Customer Experience Isn’t a Guessing Game: Get 5 Actionable Methods and the Customer Service KPI Categories You Need to Put Your Data to Work for an Off-The-Chart CX


Research out of the University of Texas found that increasing data’s usability by only 10% would cause an average revenue boost of $2 billion for Fortune 1000 companies. We’ve been conditioned to understand that intelligent analytics give us a clear view of what’s happening with our business.