Mon.Aug 03, 2020

3 contact center security threats every business must plan for


By now, your entire workforce should be either working remotely or navigating a hybrid solution between working from home (WFH) and safely going to the office. In addition, your contact center might have witnessed some shifts in the composition of its staff. While some organizations have unfortunately experienced a downfall in business due to the coronavirus (COVID-19), others saw the need to hire more personnel to meet rising expectations and demands from customers.

Is Your Customer Success Platform Future-Proof? 


Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. While this industry growth has resulted in increased levels of customer satisfaction, it has also put the role and KPIs of CSMs squarely at the forefront of many organization’s and executive’s strategic decision processes.

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5 Things to Help Your Small Business Grow

CSM Magazine

Trying to get a small business off the ground is no easy task. It’s becoming hard to find success, as more than 50% of small businesses fail in the first year, and more than 95% fail within the first five years. With such bad odds, many small business owners don’t have enough motivation to try and find success. However, growing a small business isn’t an impossible task. The biggest problem people face is not knowing what methods to use to find success and further their growth.

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Raccoon Memories of Days Gone By

Steve DiGioia

As far and wide as your eye can see. Thanks to the wind, in some places, it’s as high as your hip. Small patches of dry brown grass peek out from the high ridges and icicles hang from places I’ve never noticed. Then I see it. Meat. I had a conversation with someone the other day about the “ most memorable situations ” we’ve had during our career and quickly, one stood out. And it’s a little different from what you may think would pop into my head so fast. This one is about a raccoon.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

The Psychology of Fraud: I want to believe


On a quiet Friday afternoon a family member of mine, who will remain anonymous for my own protection, received an email from a man from Australia claiming to be a long lost brother. Since her father had recently passed away, a new familial connection can seem like a very pleasant prospect.

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How to select the best Quality Assurance & Testing services for your business

TELUS International

When it comes to finding the right QA and testing solution for your business, one size certainly doesn’t fit all. Answering these key questions can help determine which solution is right for you. Next-Gen Technology

Call Center vs. Contact Center - 17 Differences You Should Know About

NICE inContact

What do you call an operation that provides customer service? A call center? Or a contact center? Many people refer to everything as call centers, similar to how some refer to all facial tissue as Kleenex and all soda as Coke. But, just like Coke doesn't aptly describe all soda flavors, referring to all customer service operations as call centers just isn't an adequate label. There are important differences between call centers and contact centers.

Sales, Marketing and Enterprise Uses of Interaction Analytics

DMG Consulting

Thank you for your interest in DMG Consulting’s publications. Please complete the registration form below. First Name * Last Name Email Address *. Monthly DMG Newsletter. I would like to receive the monthly DMG Newsletter. Comments This field is for validation purposes and should be left unchanged. Close. Sales, Marketing and Enterprise Uses of Interaction Analytics. 7/14/2020. By Donna Fluss.

Chic-Fil-A employee thanks rude customer for punching him in the face.


Better Experience Group Employee Experience


The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Pandemic Speeds Adoption of IA

DMG Consulting

Pandemic Speeds Adoption of IA. Interaction analytics (IA) is a highly valuable application for contact centers, with even higher potential for making major contributions to other enterprise departments. IA can be used to identify customers’ needs and wants, and when these insights are incorporated into the operating systems of business units, can help substantially improve the CX, reduce operating costs and improve employee engagement.

5 Top Customer Service Articles For the Week of August 3, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Personalization and Customer Experience Strategies for Success by Larisa Bedgood. Business2Community) Personalized customer experiences are now at the center of all marketing initiatives.

SpeechIQ Introduction with LiveVox’s Jason Queener


We demoed SpeechIQ, the latest addition to the LiveVox contact center platform suite, at last week’s Strategy and Tech virtual conference. Jason walks you through how to sift through the treasure trove of data in your recorded customer calls, a few use cases where speech analytics is most applicable, and of course, how easy it […]. The post SpeechIQ Introduction with LiveVox’s Jason Queener appeared first on Livevox. SpeechIQ

Use Employee Surveys to Gauge Service Agent Wellness and Increase Productivity


How to leverage employee surveys to improve EX during this pandemic. Articles

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Studies Show Most Call Center Reps are Dead Inside


Better Experience Group Employee Experience

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report

DMG Consulting

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. 7/23/2020. IA proves essential during COVID-19 for customer insights and employee oversight. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Interaction Analytics Product and Market Report. When: Today, 23 July 2020. Where: Available at the DMG Consulting online store.

Cisco Receives 2020 Contact Center Technology Award from CUSTOMER Magazine

Cisco - Contact Center

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. Award Winner Second Year in a Row. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month.

How Identifying Key Behaviors in the IVR Helps Predict and Reduce Fraud in the Contact Center


Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. Fraudsters often use Interactive Voice Response (IVR) systems to mine information, which they subsequently leverage to commit fraud at various other touchpoints downstream. Forward-thinking contact centers need strategic defenses in place to prevent fraudsters from exploiting the IVR.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Part 1: Taking “On-hold” Out of B2B Customer Support

Team Support

“Due to increased call volume, hold times may be longer than usual.” How many times have we heard that when calling a customer support line? It’s frustrating enough when you have an issue that you need to get resolved without waiting endlessly on hold if you’re calling, or for an e-mail response if you’ve e-mailed in. And it’s worse if you are a B2B customer because your issue could be mission-critical and if you’re waiting for a response for your issue to get resolved, so are your B2B clients.

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Who should own the Renewals and Upsells? Sales or Customer Success?

CSM Practice

In whatever situation, the question “Who should own the renewals and upsells?” is considered to be a crucial topic among the Customer Success community. That said, many experts in this field are taking time to brainstorm to come up with a specific answer to the question, “is it sales or customer success’ responsibility?”.

New Contact Tracing Technology Helps Businesses Avoid Interruption Due to COVID-19

CSM Magazine

Contact Harald is the simple, easy to deploy without IT and secure tracking system helping employers run normal operations as it quickly isolates the possible spread of COVID-19. In an age where public health impacts day-to-day business, more organizations are turning to contact tracing to keep operations running without disruption. The challenge many companies face is the IT infrastructure and complexity involved.

Access and a Seat at the Table: Overcoming Structural Inequalities in the Tech Sector


A big aspect of customer experience is technology. It’s a transformational element that touches every aspect of our lives. It’s getting us through a world beset by COVID-19. It’s how we still get groceries, work from home or communicate with loved ones. But access to technology is still not equal for everyone. How do we change that?

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

ChaseData SUPERCHARGES COVID-19 Telephone Contact Tracing


As the COVID-19 pandemic has spread across the globe, companies from numerous industries have taken on new responsibilities. Much in the way that many companies put their resources and workforce toward new causes during major wars in the past, today’s efforts by everything from car companies to clothing manufacturers to meet worldwide virus-fighting needs are geared toward the common good.

CXNext Podcast Episode 64: Accelerate Your Digital Transformation to Improve Customer Engagement


?. Subscribe via iTunes , Spotify and more. The banking universe is made up of two distinct worlds. There are those very large financial institutions — the Wells Fargos and Banks of America — that have giant IT budgets and big technology teams that can get CX done. Then, there are the little guys — regional banks, community banks, and credit unions.

Prepare for Take-off – Maximize ROI During the Travel Industry’s Awakening

Outsource Consultants

The travel industry has seen an otherwise busy vacation season stifled by the global COVID pandemic. And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . So what does that mean for your call center operations? In short, traveling customers will have even more *cough* baggage *cough* to handle than before. .

July Writing Roundup

Jon Arnold

Public writing has been lighter lately, but as my newsletter readers would know, that doesn’t mean I’m not busy. Here’s my monthly digest of I was writing about in July.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

COVID-19 Global Update July 27 – July 31, 2020


As we continue our efforts to keep you informed of the COVID-19 situation across the globe, several countries continue the race for a new vaccine, with India beginning clinical human trials and two pharmaceutical companies in the US beginning safety and efficacy trials. In Brazil, more than a million volunteers signed up to test an experimental Chinese. The post COVID-19 Global Update July 27 – July 31, 2020 appeared first on Concentrix. Global Update


Keeping your CX Programs Relevant to How Your Customers Evaluate your Brand


Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights. Our Research on Research (RoR) study.

Brand Move Roundup – August 3, 2020

C Space

The Brand Move Roundup – August 3, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.