Tue.Oct 12, 2021

‘Golden’ Rule of Customer Service

Contact Center Pipeline

It was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On this episode Dorothy has been sick, tired and feels something is just not right. She went to several doctors who told her nothing is wrong and maybe it is because she […].

Why Support Teams need Contextual Data (and how to make it happen)


Equipping your support team with contextual customer data is one way to lower that effort. In today’s connected world, we have an unprecedented opportunity to gather and analyze data. Data is everywhere! Most companies have access to data through apps, webpages, coupon codes, etc.

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Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards


Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. Your Customer Success program is a telling datapoint when comparing great companies apart from their peers.

Optimize Your Call Center Layout with These 5 Tips


Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

3 voice of the customer best practices for better customer insights


There’s no doubt about it: The voice of the customer (VoC) is a powerful tool for building customer loyalty and increasing value.

More Trending

How to Improve First Call Resolution for Improved Customer Service

Advantage Communications

The chances are good that you’re investing in marketing and advertising efforts to bring customers through your doors, but are you putting the same effort into improving your customer service program ? Customer Service Trends

Service Delivery for Your Entire IT Infrastructure


Maintaining an optimized, healthy, and modern IT infrastructure is crucial for the survival of any business.

Delivering Better Customer Experiences (CX)

Enghouse Interactive

Focus on Speed, Empathy, Convenience.

11 Benefits of Moving Your Hotel Phone System to the Cloud


11 Benefits of Moving Your Hotel Phone System to the Cloud Customers have a lot of hotels to choose from when booking travel plans. Your brand’s phone system can play a major role in their guest experience.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Recruiting and Training World Class Customer Care Agents

Transparent BPO

The right attitude is only the first step to becoming a successful agent. By Pat Ricken, Director, Learning & Leadership Development, Transparent BPO In today’s all too impersonal digital world, interpersonal skills are almost non-existent.

5 Ways a Contact Center Can Enhance a Business


In order to maintain a successful business or organization, operations must flow smoothly and efficiently to ensure it stands out from the rest in the industry.

Work From Home: Today and Tomorrow

Strategic Contact

Work From Home (WFH) programs have moved from the sidelines to center stage in most contact centers, courtesy of COVID-19.

Build Better Customer Relationships With New Targeted Messages

Help Scout

We’re excited to announce major updates to our Messages product. Learn how to deliver proactive support with Help Scout's targeted messages. Read the full article


How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Fall for Savings on Our Most Popular Plan: Save with October Pricing


The leaves are falling and so are prices on our most popular plan! Until the end of October, take advantage of 20% savings on our Advanced Unlimited Minutes Plan. But act fast, this deal on our customer favorite plan is over on November 1st 2021. What Makes the Advanced Plan the Most Popular?

Oct 12 – Customer Success Jobs


Role: Vice President of Customer Success Location: Remote, United States Organization: Seamless.AI

Amazing Business Radio: Jenn Lim

Shep Hyken

Beyond Happiness. How Authentic Leaders Lead with Happiness and Humanity. Shep Hyken interviews Jenn Lim, CEO of Delivering Happiness and the author of Beyond Happiness: How Authentic Leaders Prioritize Purpose and People for Growth and Impact.

Reclaiming Sales through Authentic Persuasion, with Jason Cutter


Jason Cutter is joining our sales expert, Christian Montes, for a frank discussion on the ins and outs of sales.

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 to Deal with Rude Customers: 7 Best-Working Strategies


Thank God, this hectic day is almost over. You’re about to go home when suddenly you hear this clicking sound. It’s a new message from a customer. Let’s see… Well, someone is in trouble [ … ].


“Free”: The True Costs of Knowledge Based Authentication Questions?


Imagine that you are trying to log in to your 401k account after a long time and as luck would have it you don’t remember the password. You try to reset the password online but you don’t remember the answers to the security questions you had set up while opening the account.

VIDEO & ARTICLE: How Do You Get Out of a Sales Slump?


Having your resources aligned in a seamless manner, in order to maximize efficiency for scheduling and planning your agents time. The solution: intraday management, reducing the unexpected and element of surprise in order to deliver good customer service.

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Preparing Regional Bank & Credit Union Contact Centers to Cash in on New Waves of Customers


While the financial fallout from COVID-19 may have sent the US economy into a pandemic-induced hibernation in 2020, Americans woke this Spring to low interest rates, lower unemployment, new stimulus checks, and eventually more widely-accessible vaccinations.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.

Video: How to Find the Right Salespeople


As a salesperson, if you don’t make sales, you don’t make money. So what’s the secret for getting out of a sales slump? How do you approach this from a leadership perspective? Jason Cutter is bringing straight-forward and actionable advice on this!

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10 Tips for CSMs to Develop Active Listening Skills


As a CSM, you spend countless hours in customer meetings, communicating with customer contacts, and engaging with internal and external resources. There is no doubt that one of the most critical required skills for any CSM is to be a good communicator.

Video: How Have Customer Expectations Changed?


Putting the customer at the forefront of your business, instead of always having a monologue, can make a difference in a customer’s journey. Jason thinks you can gain a customer’s loyalty by providing them the wisdom your company embodies through knowledge and information.


Contact Center Vs. Call Center: What is the Difference?


Contact centers versus call centers: what’s the difference? Most people use the terms “contact center” and “call center” interchangeably. After all, they are similar operations. Both are based on inbound and outbound communications with a company’s client base.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Video: The Difference between Phone Sales and In-Person Sales


Sales scripts get a bad rep, but they provide a clear road map helping agents get the actual language that will make the customer say yes. The sales script is something that Jason comes back to often. Here’s his take on the difference between phone and in-person sales.

Service Design vs Customer Experience 2021

The Petrova Experience

Customer experience design as a discipline is relatively new. Service design vs customer experience design adds another layer of confusion. For starters, CX design is not yet popular enough to be part of school curricula. Many industries do not even have the notion of customer experience.

Video: Why Do People Take Sales Jobs?


Sales can be a challenging but rewarding profession and in the end, it's a performance-based career. How do you know if you have the right set of skills, motivation, and understanding of human nature? How do people end up as salespersons, after all? The post Video: Why Do People Take Sales Jobs?

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