Tue.May 17, 2022

Is Your Contact Center Thriving in the “New Normal”?

Contact Center Pipeline

It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to continue, at least for the foreseeable future, as our “new normal.” But, even before the pandemic, organizations were being challenged by shifting workforce dynamics.

Why Audio Capture Vendors Hold your Call Recordings Hostage


Did you know that many call recording solutions charge a substantial fee to access your own recorded audio data? It's true, even after you've already paid for their software. If you think this doesn't make sense, it doesn't.

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5 Steps To Successful Digital Transformation According to a VP of Product Strategy


Digital transformation can sound like a daunting task but it doesn’t have to be. The path to an effective digital transformation can be broken down into a few practical, yet key steps.

Five Best CRMs for B2B Sales in 2022


Wondering what is the best CRM for B2B sales? Well we’re here to help with our guide to the best CRMs for both small businesses and enterprises in 2022.

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Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

ChurnZero Builds Momentum with Industry Awards and Accolades in Q2 2022


WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership.

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Are You Ready for Connected Devices?


Products, goods, and services: Do you have anything in those categories that can be connected to the internet? That send signals? That provide information? If so, read on. If not… well, you should still read on, because this will likely impact you soon. There’s no sigh of relief here.

Amazing Business Radio: Dan Cockerell

Shep Hyken

Creating a Company Culture –. The Disney Way. Reinforcing Behaviors that Shape Your Organization’s Culture. Shep Hyken interviews Dan Cockerell , Walt Disney Company VP for 26 years and owner of Cockerell Consulting Group with his wife, Valerie.

Deutsche Telekom delivers more intuitive and secure authentication with Nuance Gatekeeper


With more than 400,000 customers engaging with its contact centers every day—adding up to over 100 million per year—Deutsche Telekom faces a monumental customer service challenge.

May 17 – Customer Success Jobs


Role: Director of Customer Success Location: Remote, United States Organization: Timescale As a Director of Customer Success, you will identify and implement strategic and tactical methods that constantly improve customer experience. Establish and track KPIs and support company goals and initiatives.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

TheLoops Launches on Zendesk Marketplace

CSM Magazine

Predictive Analytics and Automations to Power Real-Time Support.

Meet Spearline at Customer Contact Week 2022!


We are excited to let you know that Spearline will be exhibiting at this year’s Customer Contact Week (CCW) in Caesars Forum, Las Vegas, from June 20 – 23, 2022, and we can’t wait to talk to as many of you as possible at the Spearline booth.

What Do Consumers Think About AI?


Share on Twitter. Share on Facebook. Share on LinkedIn. Due to increased call volume and staffing shortages in the past few years, contact center operators have turned more and more to AI technologies to help fill in gaps in their operations.

Net Promoter Score (NPS) Benchmarks for Customer Success Professionals


Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

How to Set Up a VoIP Phone at Office (or Home)


Reliable and consistent communication with prospects and customers is the most essential part of the game plan for sales and customer service teams. This has made VoIP software a north star in conversations, adopted even by small businesses owing to its infinite benefits.

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In-Real-Time: Why Your Business Should Prioritize Quick Reactions to Consumer Demands

CSM Magazine

Consumers have become more demanding in recent years, expecting businesses to respond to their concerns quickly or lose them as customers. A single study showed that the thing people want out of customer support is quicker response time, and it isn’t surprising.

New Study: Forrester Finds Most Contact Centers Struggle to See AI’s Full Potential


A commissioned study conducted by Forrester Consulting on behalf of LiveVox in December 2021 evaluated how integrated contact center solutions help firms with their business operations, customer needs, agent performance, and business outcomes.

Three Tech Advancements That Have Had Huge Impacts on Customer Service

CSM Magazine

Technology is playing a big part in how we can communicate with companies on a day-to-day basis, with tech playing a big role in ensuring that communication is now as straightforward as ever.

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

What have AI and automation got to do with WFM?


Machine learning, artificial intelligence (AI), and sophisticated optimization algorithms are already part of our daily lives. Do you use a navigation app on your smartphone? Or facial recognition in your camera app? Do you use online spelling and grammar checkers when writing documents?


Agility and Adaptability Strategies in the Contact Center

CSM Magazine

Contact centers, and contact center agents, are currently experiencing an unfortunate crunch on two fronts. Christian Wagner, CEO of VoiceFoundry, explains.

Customer Service: 7 Pain Points For Call Centers


Customer service is essential to a company's and brand's success. Naturally, serving consumers through a contact center is the greatest way to retain an amazing level of service.

8 Best CRM for Real Estate: Enhance your Productivity


Counting on one of the best CRM for real estate can make a great difference in the life of a realtor.

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

New Video Interview - Future of Work for Contact Centers

Jon Arnold

I was recently a guest on First Contact, a video podcast series produced by NobelBiz. They’ve been doing this for a while, and after being contacted about being interviewed, we set up a date, and soon I was in conversation with their EVP of Client Operations, Christian Montes.

8 Effective Hacks to deal with Angry Customers.


It’s quite common to be unsettled in situations when something doesn’t go as expected and the immediate reaction to it is being raged to the situation or the person responsible for it. A similar scenario occurs with the customers as well and is no different.

5 Tips To Get Positive Customer Feedback With Ease


The post 5 Tips To Get Positive Customer Feedback With Ease appeared first on Knowmax. Customer Experience positive customer feedback positive customer reviews positive feedbacks

What Are the Different Stages of a Startup: An Introduction?


Hearing stories about 18-year-old college dropouts turning their dream into reality and sailing the success boat is endearing! Such stories are quite inspiring and serve as motivation for many to start and build their businesses.

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

Essential Paid Search Benchmarks for Every Industry in 2022

Joe Rawlinson

Many factors come into play when it comes to paid advertising. Those new to the game often think achieving skyrocketing click-through rates (CTRs) and conversions means they’re doing a good job. But that’s not always the case for every industry.