Thu.Sep 16, 2021

Demystifying AI in the Contact Center

Contact Center Pipeline

Pop culture has, for better or worse, played an outsized role in how modern professionals understand artificial intelligence (AI). For those of us who grew up on “Star Wars,” the ever-present and droids C-3PO and R2D2 painted a picture of quasi-living computers as companions.

How Tone of Voice Affects Customer Service


As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true.


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Improve Customer Experience using Natural Language Processing with Summatti [Podcast]


Using Natural Language Processing, Sid believes that you can activate that idle data and generate improvements across your organization. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Support Data is a very underutilized resource.

Guest post: 5 myths of Digital Customer Success


This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Let's hear it!

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!

Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid

Help Scout

These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years.

More Trending

Proactive Customer Service: 9 Ways To Make It Look Easy


Have you ever had one of those days where everything just seemed to go right? You sat down at your desk, and a coworker handed you your favorite coffee. Your usually full inbox was unusually empty. And you (finally) got that quarterly update from sales.

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4 Benefits of integrating CRM for small companies with contact center software

NICE inContact

Small business leaders wear a lot of different hats and juggle multiple responsibilities. CRM Contact Center Management Contact Center Trends & Insights

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9 Customer Retention Strategies for SaaS


9 Customer Retention Strategies for SaaS. Higher retention rates can mean higher customer loyalty for your business, something that’s crucial for success, especially for SaaS.

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Customer Lifetime Value and Client Retention: What’s the Connection?

CSM Practice

Running a successful business is no easy feat. But while you might assume that you’ll need an endless stream of new customers to reach the next level, your success might actually hinge on your ability to retain and grow your existing customers.

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!

Getting Customer Success Comfortable with Sales Conversations


When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.”

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Customer Journey Mapping Tools in 2021

The Petrova Experience

Before we dive into customer journey mapping tools, we must keep in mind that, by itself, journey mapping is not a customer experience product or service. A journey map is a visual representation of your end-to-end customer experience. Think of a journey map as a diagnostic tool.

What to Consider When Shopping for WFM Software


Workforce management software is a key component of any well-organized and efficient contact center. A solid workforce management software (WFM) gives agents autonomy and encourages self-service within an organization.

Excessive employee absenteeism – how to efficiently manage attendance now.

Call Experts

Employee attendance plays an essential role in how your organization functions. Attendance is important because it leads to better planning and helps you understand how regular or irregular your staff members are showing up to the workplace. .

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!

Spreadsheets are to Workforce Management as Dial-Up is to the Internet


Spreadsheets are a useful way to get your contact center organized and off the ground but can quickly become a bottleneck to growth and efficient communication.

How to keep customers informed about shipping delays

Inside Customer Service

"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait.

Sharpen + Zendesk: How to Integrate Zendesk and Sharpen to Simplify Your Contact Center


Companies like yours constantly look for ways to optimize productivity. How can you handle more interactions in less time? What can you do to scale your service with less budget? And how can you give customers the best service, raising KPIs month over month?

Omnichannel is Non-negotiable


We’ve all been there. A fraud alert pops-up, signalling the need to cancel your debit card and then wait 5-7 business days to receive a new one because your account has been compromised.

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.

Beginner’s Guide to Product Analytics


Analytics has always been an integral part of marketing or sales. Though it has not always been a norm for the product management teams to use analytics, it needs to be made now. The current competitive business environment necessitates analytics for products as well.

Join Spearline at Enterprise Connect 2021!


We are excited to let you know that Spearline is a virtual exhibitor at this year’s Enterprise Connect event.

Sep 16 – Customer Success Jobs


Role: Vice President of Customer Success Location: Washington, DC, US Organization: Full Measure Education Inc. As a Vice President of Customer Success, you will develop and oversee the implementation of the product offerings, including onboarding and training for all new and existing customers.

Is Your Marketing Inadvertently Damaging Your Customer Focus?

Beyond Philosophy

Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with Naïve being the least customer-centric and Natural being the most.

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.