Tue.Dec 01, 2020

What is First Contact Resolution?


First Contact Resolution (FCR) is a metric that every inbound contact center should keep in mind. FCR records the number of calls (or other kinds of contact) that result in a resolution with no follow-up call necessary.

How to Prevent Customer Churn


Loyal customers are one of the most valuable assets a company can have. Not only does customer loyalty equal a higher lifetime value as compared to short-term clientele, but long-term customers boost brand image and are more likely to provide word-of-mouth advertising to their peers.


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Amazing Business Radio: Philippe Mesritz


How Chatbots Can Deliver Better Customer Service. Leveraging Technology to Amaze Your Customers. Shep Hyken interviews Philippe Mesritz , Khoros ’ first VP, Customers for Life. They discuss how chatbots and other technology can help deliver a better customer experience.

Score with Rapport!

Contact Center Pipeline

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The focus on the agent is a change from 2019’s “Improving the Customer Experience,” which continued as leadership’s top challenge.

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.

Are there any good reasons for delaying a CX listening or improvement programme?

Peter Lavers

Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. I often hear “let’s deliver this (other) project first” reasons for delay.



More Trending

What information should we include in a job description?

DMG Consulting

Question: What information should we include in a job description? Answer: A job description (JD) is an important tool for defining and communicating the functions and responsibilities associated with a particular position in an organization.

2020 Hot Shopping Trends Defining the Holiday Season

CX Global Media

There three main things that are affecting 2020 hot shopping trends. These three things can increase your sales and customer loyalty. The post 2020 Hot Shopping Trends Defining the Holiday Season appeared first on CX Global Media.

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Does Company Culture Affect Customer Satisfaction?

Satrix Solutions

More than ever, a strong service culture is critical to the long-term health and success of your business. Shaping your company’s culture starts at the top and requires everyone in your organization is working with the same purpose and passion – to deliver an exceptional customer experience.

2020 Contact Center Retrospective

DMG Consulting

2020 Contact Center Retrospective. What an amazing year 2020 has been – never seen anything like it and hope we won’t again. But, despite all of the challenges, a lot of good things have happened, including in the world of contact centers.

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!

Concentrix Completes Spin-Off from SYNNEX, Debuts on the NASDAQ as Independent, Publicly Traded Company


Fremont, Calif.,

Totango Product Update -Staying warm in Fiji


Hi there, I hope all of you had a great weekend, and for those who celebrated Thanksgiving, I hope you got some additional rest and relaxation. We are almost at the end of this special weird year moving swiftly towards 2021.

Getting to Know Cisco Meraki


As most traditional network vendors are trying to build a cohesive solution through acquisition and integration, Cisco Meraki has had the integrated platform that other vendors are trying to create for quite some time. You owe it to yourself to take the time to get to know Meraki.

How a Cloud Contact Center Cuts Infrastructure Costs & Improves Service


When it comes to contact center infrastructure, the cloud is where it’s at. Contact centers large and small are increasingly shifting away from legacy, on-premise infrastructure in favor of cloud-based solutions, a trend that isn’t going away in the foreseeable future.

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!

The 4 stages of contact center maturity and how to use them


More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

4 ways to use rNPS to boost retention in 2021, from our CX leader roundtable


Relational NPS is a great check in with customers. It’s also a valuable tool you can leverage to boost retention in 2021. Here's what we learned from our CX leader roundtable. Articles


Enterprise Customers Demand Choice and Flexibility


For more than 45 years, Aspect has been helping the world’s largest and most prestigious brands deliver outstanding customer experiences and ignite agent engagement and performance — I’ve personally been a part of the Aspect story for 20+ years.

Shaping Customer Experience Through Balanced and Well-Defined Strategies


Vincent Manlapaz, in an interview with Tom Kiriakou shares the importance of why an organization needs to operate in the heart of transparency, relevancy, and continuous improvement. Tom believes, “competition is not our adversary, the unnecessary complexity in our processes is the problem.”.

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.

AI and Live Chat: A Winning Combination

CSM Magazine

Customers expect immediate results but they also crave the personal touch. Abbie Heslop of EBI.AI discusses how artificial intelligence (AI) can help to achieve the right balance. Changing expectations are driving the need for a faster, more personalised and memorable customer experience (CX).

Strengthen Your Customer Relationships with Service that Packs an Emotional Punch

NICE inContact

The right customer intelligence and quality management software provide a solid platform from which to launch customer engagement initiatives. Businesses that get this right will have loyal customers who are willing to buy more and refer friends and family.

Improve Contact Center Performance: 5 Tips from Call Center Experts


Improve Contact Center Performance: 5 Tips from Call Center Experts. Is your call center currently an asset? Most companies regard their contact portal with ambivalence, but make no mistake – a well-run call center is a must-have for today’s multi-channel client communication needs.

Follow The Steps of This Business Texting Example


There’s a lot of flexibility with our Business SMS feature that lets you send and receive SMS text messages as part of your Advanced and Enterprise VirtualPBX Plans. You can keep texting constrained to your personal devices and send replies in a one-to-one manner with your customers.

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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!

The Dual Meanings of WFH: Work from Home…and Work for Health(y Company Culture)!


The Dual Meanings of WFH: Work from Home…and Work for Health(y Company Culture)! Even before COVID-19, the workplace was already trending toward a work-from-home reality.

In a time when e-commerce is booming, what should you invest in first?

Hello Customer

COVID has accelerated the shift to a more digital world. Of course, we were already moving towards an increasingly digitized way of living. But 2020 has pushed many organizations to increase their e-commerce efforts. The pandemic has affected how, what and where we buy.

Solving for radiologists’ toughest challenges at Banner Imaging


With locations across Arizona, Banner Imaging (Banner) creates more than 600,000 medical imaging studies a year – and with volumes that high, they’ve faced their fair share of radiology workflow challenges along the way.

Top 5 Most Popular ChurnZero Webinars to Watch and Share


Webinars are a quick and easy way to find out more about a topic especially if you don’t know where to start. As we have a large library of on-demand webinar content in our Resources center , we often get asked by customers, which ones are the most popular and must-see to get caught up on.

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Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

11 Templates to Communicate Reduced Service Hours over the Holidays


If Christmas isn’t the biggest day of the year for your business, then it’s okay to have reduced hours. Are your support agents taking a break over the holidays? Considering the year we’ve all had, I hope you’re all taking some time for yourself to recharge and get ready for the new year.

Excellent Ratings Sees EDF Reappoint Kura to Provide Customer Services

CSM Magazine

A leading UK outsourcing business has been successfully reappointed by EDF to provide customer service on behalf of the energy firm, which is rated ‘Excellent’ on consumer review website, Trust Pilot.

Dec 1 – Customer Success Jobs


Role: Vice President of Customer Success Location: Salt Lake City Metropolitan Area, US Organization: Strider Technologies As a Vice President of Customer Success, you will help identify and build great customer success practices that scale across a growing company.