Tue.Oct 19, 2021

Looking Good: An Amateur’s Guide to Zoom Success

Contact Center Pipeline

I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video meetings in general. This is true even when using Teams, Skype, Webex, etc., and so it shall be here. We have all spent an enormous amount of time in Zoom meetings […].


Call center analytics software buying guide


Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

How to Reduce Returns: 8 Tried & True Tactics


Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020.

27 Helpful Customer Support Tools and Resources

Help Scout

To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider. Read the full article

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

How to Optimize Your Survey with SMS & Video Feedback


The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE!

More Trending

Technology is only the first step. Here are 5 secrets to building a customer-centric organization

NICE inContact

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Leading them to the end state requires a thoughtful and organized approach.

The Pros and Cons of Working in a Call Center Environment


No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on.

Call Center Shrinkage : Strategies and Tools for Decision-makers


Assume your contact centers employs 500 agents to answer incoming requests from your clients. Exactly how many of your company's 500 employees are working?

Well, a Disaster Happened. Now What?


Disasters. They can mean different things to different companies. One company might be scrambling without any sense of direction during a malware attack; another company might be as cool as a cucumber. The difference is having a plan in place and the right personnel to help fulfill it.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Embrace Digital Channels to Drive Transformation

Upstream Works

The term “digital channels” has become core to the contact center lexicon recently, and for good reason. Much of this pertains to how the adoption of relatively new communication channels is impacting the customer experience (CX) landscape, and contact center leaders need to respond.

40+ Stats You Need to Know About the Power of Customer Service


Use these stats as an argument to prove to your executives the power and value of investing in customer service. It’s often more challenging to see the value of customer service costs compared to other business investments.

Rethinking the Quarterly Business Review (QBR)


Rethinking the Quarterly Business Review (QBR). A relic from the days of old-school account management, the quarterly business review (QBR) is a classic — although not timeless — practice. In today’s always-connected, data-enriched landscape, the QBR feels misplaced, and even ineffective.

Introducing the New Microsoft Teams Integration


Today, we shared that one of our most anticipated features has been released. Joining our list of integrations is Microsoft Teams.

voip 64

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

9 Ways to Improve CSAT in Your BPO Call Center


9 Ways to Improve CSAT in Your BPO Call Center Providing your clients’ callers a great interaction every time can do wonders for your CSAT score. If you’re seeking new ways to improve their experience within your BPO, a cloud communications system can help.

Amazing Business Radio: Noa Danon

Shep Hyken

Creating Personalized Experiences at Scale. Personalization and Creativity in Customer Experience. Shep Hyken interviews Noa Danon, Co-Founder and CEO of EverAfter. She has extensive experience leading Product and User Experience teams.

Sales 61

7 Proven Ways to Manage Contact Center Agent Staffing Shortages


If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. Due to the pandemic, we’re experiencing an unusual dynamic in the labor market right now. The U.S. unemployment rate was 5.4%

Flexible Scheduling: Tips to Engage and Retain Your Agents


Every generation enters the workforce with a different set of values and expectations. Millennials, who now make up over one-third of the U.S. workforce, have been a driving force for increased flexibility in the contact center.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Breaking Down Customer Churn Reasons (Quadrant of Churn)


While CSMs put their heart and souls into their customer relationships, there will always be instances of customer churn.

SaaS 56

Oct 19 – Customer Success Jobs


Role: Sr. Director, Customer Success Location: Remote, United States Organization: Matterport As a Sr.

5 ways you can use your website to earn your customers' trust


Prospective customers will want to know that they can trust you before they decide to invest in your products or services. And, if you’re able to earn their trust, it will help you to secure more sales, improve your brand awareness, and boost your customers’ loyalty. .

Restructuring Apparel Retail Post Pandemic

Anexa BPO

Apparel is a necessity, which means even with the pandemic closing many stores across the country, clothing sales continue. Through ecommerce platforms, consumers can shop from their favorite stores contact-free and without the need for a mask.

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!

Voice for ServiceNow ITSM: How to Improve IT Help Desk Performance With Voice


For business leaders and IT professionals looking to drive forward their organization’s digital transformation, ServiceNow’s annual Now at Work conference is a must-attend event.

COVID changed the way consumers deal with call centre agents


A second quarter survey carried out on behalf of Merchants found that half of South African consumers have been interacting with contact centres more often since the onset of the coronavirus pandemic – and perceptions around contact centre agents have shifted significantly in the last 18 months.

10 Ways to Get More from Text Analytics


To help you meet business goals and unlock insights from unstructured feedback, we have 10 tips to help you derive greater success from your text analytics investments. The post 10 Ways to Get More from Text Analytics appeared first on Concentrix. Thought Leadership Resources

Merchants & Social Coding support matric learners through remote learning program


As part of its collaboration with local skills development company, Social Coding, Merchants assisted to develop and run a remote learning development program for 67 matric learners in Mashite, in rural Limpopo, in just three days.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

The New Normal for Lightweight Personal Vehicle Sales

Anexa BPO

Lightweight vehicles, also called micromobility vehicles, are among many industries suffering the effects of COVID-19 on the U.S. economy. More businesses in this niche are turning to BPO outsourcing companies and call center companies in Florida, Texas, and California to encourage sustainability in the future.

B-BBEE Level 1 – Merchants remains committed to transformation


Merchants is proud to announce that it has retained its Level 1 B-BBEE rating for the second consecutive year after becoming the first major BPO provider to achieve this status in 2020.

Retail Recovery and Business with the Pandemic

Anexa BPO

According to a report by CNN Business , the American economy is operating at 92% and retailers are seeing an overall improvement in ecommerce numbers. As the COVID-19 pandemic struck, forcing closures and loss of jobs across the country, retailers took a hit. Toward the end of 2020, ecommerce sales soared, and while they aren’t quite as high as last October, online sales are consistent and remain significantly higher than they were pre COVID.