Fri.Nov 18, 2022

5 Ways to Ensure Your Support Organization is Ready for the Holiday Rush


The holiday season is a busy time for every team, but the unsung heroes of the holiday season are without a doubt the service organization.

What Are You Thinking? How Executive Perception of the Contact Center Makes or Breaks Success


Blair Pleasant President & Principal Analyst, COMMfusion LLC. The direction of a company is largely determined by the vision of the executive suite. Look no further than the recent Twitter takeover by Elon Musk to see how much — and how quickly — leadership can pivot a company’s trajectory.


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Use DialogFlow Analytics And Training To Improve Your Chatbot Performance


Last Updated on November 18, 2022 Conversational experiences, where you talk to a system and the system talks back, can be difficult to build. If you have built a chatbot, or are considering building a chatbot, the name DialogFlow would have appeared right at the top of your Google Search bar.

Rising Support Demand Reduces Revenue – State of Support Part 1


Support demand is rapidly and continuously increasing and few businesses are prepared to address the rising needs of their customers. According to TeamSupport’s State of Support report for 2022 , overall support demand is rising at an average rate of 11%.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

10 top tips for a winning customer service knowledge management system


Date: Friday, November 18, 2022 Author: Pauline Ashenden - Demand Generation Manager 10 top tips for a winning customer service knowledge management system. Published on: November 18, 2022.

More Trending

GUEST POST: Talkdesk’s Market Feedback Aligns with COPC Inc. Employee Engagement Research


The Southeast Asia (SEA) Employee Engagement Research Report is timely, providing an accurate view of the ever-changing contact centre agent environment. Some of the key takeaways from the report include: .

Guest Post: Why B2B Business Needs Dedicated Customer Support

Shep Hyken

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. She shares the benefits of having dedicated customer support in B2B organizations.

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Technology At Its Best! Tried it Yet?

Abby Connect

Owning your own business has its challenges, but we are here to help you! It is our mission to make someone’s day and we are experts when it comes to revolutionizing the customer experience.

When Was the Last Time You Heard Your Customer’s Voice?

CSM Magazine

Kate Kompelien, Executive Director of CX Strategy and Design at TTEC Digital, explains how to use VoC to understand your customer’s needs across the Total Experience. . Consumers increasingly choose to do business with companies based on the experiences they provide.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

Easy and accurate forecasting with AutoGluon-TimeSeries

AWS Machine Learning

AutoGluon-TimeSeries is the latest addition to AutoGluon, which helps you easily build powerful time series forecasting models with as little as three lines of code. Time series forecasting is a common task in a wide array of industries as well as scientific domains.

9 Tools That Can Make or Break Your Customer Experience


Providing a great customer experience is critical to every successful business. When organizations fail to offer a positive customer experience, customers will quickly discover competitors. .

Your guide to AI/ML at AWS re:Invent 2022

AWS Machine Learning

AWS re:Invent season is upon us again! Just a few days to go until re:Invent takes place for the 11th year in Las Vegas, Nevada. The Artificial Intelligence and Machine Learning team at AWS has been working hard to offer amazing content, an outstanding AWS DeepRacer experience, and much more.

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Common Customer Service Mistakes


No one is insured from mistakes. They always happen, no matter how much time you spend planning everything and doing all the needed steps to avoid them. The customer service industry isn’t an exclusion in this case and all contact centers do mistakes while providing customer service. Sometimes the root cause is the agents’ lack of knowledge or skills, and sometimes poor strategic planning and wrong goal setting are the reasons for mistakes.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

Reasons To Choose Call Center Outsourcing Vendor In USA


As more businesses use BPOs, call center outsourcing has grown in popularity in recent years. This is due to the high cost of internal processing of different consumer communication channels such as calls, emails, webchats, and text messages.

Why Contact Centers and IT Risk Cuts or Being Outsourced, and How To Fix It

WiserOwl Blog

Every business unit plays a vital role in its company’s success. From HR to R&D, all are important. But just because a business unit is important does not mean it cannot be outsourced or have budgets cut—in 2021, the growing outsourcing market was estimated at $246 billion.

Who are your innovators?

Brad Cleveland

I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus, and author of the bellwether book, Out of the Crisis. This was years ago, and … Continue reading → The post Who are your innovators?

Download Free Client Success Manager Job Description. What Are Average Client Success Manager Salaries across Geographies?


The customer is always right, right? If you answered false, a client success manager might be needed. Once you have finished drafting this job description, you should consider applying for the position if you answered true.

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!