Tue.Nov 24, 2020

Align Business, Contact Center and Technology Strategies

Contact Center Pipeline

I’ve been on my soapbox for years touting the importance of aligning the business strategy, the contact center operations strategy, and the contact center technology strategy. Strategies are aligned when: You can map the relationship between business and contact center goals.

COVID is Creating a Surprising Contact Centers Trend


We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. Their insights were varied and detailed, but we kept hearing one word again and again: empathy. We had to listen to that.


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3 Important Predictions for Customer Success in 2021


No one could have predicted the wild and tumultuous year that 2020 has turned out to be. While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. .

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Unlocking New Potential for Higher Ed


About 90% of colleges and universities see fewer than 70% of students graduate within six years. Clearly, student retention is a big goal for provosts and other institutional leaders.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

All-Star Acceleration – Experts Look at What’s Next for Contact Center Technology

Cisco - Contact Center

Hope and Hype for Customer Service and Support Solutions — Insights from Cisco and Gartner Research.



More Trending

What do you do when you can’t give the customer what they want?

Myra Golden

I created a worksheet to help you practice the Feel, Felt, Found Method so you can apply it in your specific situations. Grab the worksheet here. I was working with a client that sells food products. A frequent question they get from customers is, “What ingredients are in this yogurt?”

4 Must-Haves for an Effective Outbound IVR Script


Interactive voice response, or IVR, is an effective tool to help contact centers manage volume and improve efficiency, but its capabilities aren’t limited to inbound calls. Outbound IVR can deliver personalized customer experiences that drive revenue while increasing customer satisfaction.

5 Must-Have KPIs For Telemarketing Campaigns


Many factors come into play in the success or failure of an outbound call, starting with good planning and preparation. Your telemarketing strategy must be thought out well in advance, re-evaluated, and modified over time. To do so, you will need to rely on Key Performance Indicators or KPIs.

Why Paying for a Quality Assurance Program Can Save You in the Long Run


Have you ever called a customer service call center and been left waiting for an unbearably long time? Or the agent couldn’t find the answer to what seemed like a simple question? Or worse yet, they gave you a bit of an attitude?

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!

How are Contact Centers Adapting to the New World of Remote Work?

Advantage Communications

The COVID-19 pandemic has fundamentally changed the way organizations view their workforce. Companies now fully understand the benefits of remote work and flexible schedules. Customer Service Trends Contact Center

Seeing Success Through the Eyes of Customers


Vincent Manlapaz, in an interview with Jon Triggs talks about how CS has grown in alignment with sales, product, marketing, and engineering teams. This alignment involves strategic thinking, quantitative analysis, and a line of sight in improving the customer’s bottom line.

6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 1


Why is your Customer Success team underfunded, marginalized, and overlooked?

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Rejecting Applicants: A Template for the Perfect Rejection Letter


You never know—one of your now-rejected candidates may be an excellent fit for one of your roles in the future! Before the pandemic, every corporate job attracted about 250 applicants. Of those, anywhere between four and six would make it to the final interview , and only one would get the job.

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!

What is Average Handling Time?


“Average handling time (AHT) is the amount of time a contact center agent typically spends handling an interaction. It includes the total talk and hold time, as well as the wrap-up time after each call.”. How is Average Handling Time calculated? How does AHT help contact centers?

17 Simple Ways (Free & Paid) to Get More Roofing Leads in 2021


Are you struggling to find residential or commercial roofing leads? Like any business, a steady stream of new leads is crucial to a roofing company’s longevity and sustainability.

Are You Ready for a CS Tool?

Education Services Group

Technology can be an invaluable part of your customer engagement strategy. Yes, I said but. Without the proper foundational Customer Success elements in place, it becomes nearly impossible to utilize your chosen CS tool to its fullest potential.

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How to Create a WhatsApp Chat Link (and Boost Sales)


WhatsApp is the most popular messaging app in the world–boasting a whopping 2B users across 180 countries. And while the platform hasn’t gained as much traction in the United States as it has elsewhere–the idea that it’s “not a thing” in the US couldn’t be further from the truth.

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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.

Belgian CX Specialist Premium Plus Opens Office in the UK

CSM Magazine

London office bolsters European ambitions. In addition to the head office in Antwerp, and the French office in Lille, Premium Plus is now opening a branch in the UK’s capital, London.

How to Get Customer Referrals: Best Practices for B2B SaaS Companies


You may put in all your efforts through digital marketing to market your product. Yet what comes at the top out of all marketing strategies is customer referrals. Customers tend to trust the feedback of your product more when it comes directly from its users.

PCI Pal shortlisted for Best Technology Initiative at the Card and Payments Awards

CSM Magazine

PCI Pal, the global provider of secure payment solutions, today announced it is a finalist in the Card and Payments Awards 2021 for the ‘Best Technology Initiative’.

Nov 24 – Customer Success Jobs


Role: Senior Manager, Enterprise Customer Success Location: Dallas, TX, US Organization: Amplitude As Senior Manager, Enterprise Customer Success you will directly manage a team of CSMs and be accountable for the adoption and retention of a strategic customer segment.

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!

3 Ways to Run a Successful Tiny Business

CSM Magazine

There’s a secret to being successful when you are running a small business. It mainly consists of working smartly, building up your skills, and finally, focusing on doing the work that really matters. So, in this article, we’re going to talk about how to run a successful tiny business.

Freemium or Free Trial: Which Model Is Better for Your SaaS Business?


Let’s get it straight – the one thing common between freemium or free trial is that none generate revenue. Before we dive into what both terms mean, it makes more sense to know what it is not. With a heavy heart, accept the fact that neither of them can protect an already ailing SaaS business.

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Why creating empathy in your customer service is so hard


Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Published on: November 24, 2020.

Vendor management for telecoms networks


Complex networks. Organizations, especially large multinationals and unified communication providers have complex telecommunications networks. There is often a strong desire to reduce the number of partnerships with carriers or to simplify these relationships.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

In 2021, many executives have started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27th for a webinar exploring our 2021 Community Predictions eBook!

Prevent | Deflect | Accelerate — How to Improve Customer Experience at Every Step of the Customer Service Call


There are three critical aspects of every customer service call that contact center managers must understand and be aware of if they want to make the biggest impact on the customer journey.

Amazing Business Radio: Todd Hartley


Become Your Customer’s Trusted Advisor. Strategies for Building a Transparent, Successful Customer Experience. Shep Hyken interviews Todd Hartley , Founder and CEO of WireBuzz. They discuss strategies for leveraging video into your customer service experience.

Empathy is not soft, it’s hard

Enghouse Interactive

Guest Author: Adrian Swinscoe. . Last year I published a new book called Punk CX. It came about due to my frustration with the lack of progress with improving customer and employee experience outcomes despite a huge amount of activity, enthusiasm and investment in the experience space.