Wed.Oct 20, 2021

Record it All: Unlocking the Value Within Voice Data

Contact Center Pipeline

There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support.

What do you do when a customer threatens self-harm?

Myra Golden Media

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.


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Old School Ideas Can Have Big Impact?

Shep Hyken

Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented.

Visit Sea Sat, the Customer Service Restaurant

Help Scout

Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu? 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.

“Digital First” and Transforming the Contact Center Associate’s Role

The Northridge Group

One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives.

More Trending

Celebrating 25 Years with $25,000 Donation Program

Working Solutions

As part of Working Solutions’ 25th anniversary celebration, the company wanted to give back to the communities and people that helped build and sustain it by creating the “Five for 25” recognition program.

Managing Health Insurance CX During "Crunch Times" and Year Round


When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season.

Customer Journey Optimization: 2021 Beginner’s Guide


Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Omnichannel Marketing Strategies – How TeleDirect Can Help Today


Outsourced Omnichannel Call Centers | Omnichannel Marketing Strategy & Implementation | Complete Call Center Support for Any Omnichannel Service. Remember the days of single channel marketing?

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.

Customer Journey Optimization: 2021 Beginner’s Guide


Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Call Center Coaching Strategies


Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. How do you transform potential into production when it comes to your call center? It takes careful planning. Belief in your personnel. And a bit of motivation thrown in for good measure.

Retail Tips & Tricks for the 2021 Holiday Season


Retail Tips & Tricks for the 2021 Holiday Season Customers are checking off their gift lists earlier (and spending more!) than previous years. Is your phone system up to the task to support your end-of-year revenue goals?

All Treats, No Tricks: Your Sweet Strategy for Outsource Call Center Selection

Outsource Consultants

As a child, did you have a trick-or-treating strategy to maximize both the quality and quantity of your candy haul? Of course you did; when something is important, you don’t leave anything to chance.

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.

Oct 20 – Customer Success Jobs


Role: Director of Customer Success Location: Remote, United States Organization: Satori As a Director of Customer Success, you will define the customer lifecycle journey from onboarding to value generation and expansion. Hire and train a world-class team of customer success managers.

How to Create a Chatbot in Woocommerce


WooCommerce is a free WordPress plugin that adds e-commerce functionality to your WordPress website so you can have an online store. With just a few clicks, your WordPress website turns into a fully functional eCommerce website. ??

4 Greatest Challenges for Utilities Contact Centers—and How To Overcome Them with Vistio


Does this scenario sound familiar? Your customer is moving and needs to perform the simple task of transferring one of your utility services from their current residence to their new home. Seems simple, right?

What is a Cloud-Based Call Center


Customer service is a defining factor in the customer experience, influencing everything from a customer’s purchasing decisions to their brand loyalty. You can’t provide top-notch customer service without a simple, reliable way for customers to communicate with you.

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.

How To Successfully Grow Your Small Business Online

CSM Magazine

With technology, people have found new ways to generate stable incomes. It also includes providing various online business opportunities to entrepreneurs. People are increasingly purchasing goods and services from the internet due to e-commerce.

What is an API?


An API is an application programming interface. It allows two software applications to communicate with each other. You can think of an API as a sort of universal translator. Different software applications have their own ways of “talking” and the API makes sure that they can “talk” to each other.

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The Complete Guide to Growth for Marketing Agencies

CSM Magazine

There is no doubt that the world of marketing (both traditional and digital) is a saturated place full of entrepreneurs looking for a share of the market. We’re all out there trying to win clients and grow. And even though this takes a lot of hard work, the rewards far outweigh the burdens.

Customer horror stories: The unlucky customer


Our inSi-DED series is back! ?? This week, an anonymous contributor shares a story that I'm sure we can all relate to. It's about that one account, that one customer, where everything just seems to go wrong. ?? If you want to submit your own CS or community horror story, do so here.

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!

5 Things to Know before Hiring a Call Center


So you’re thinking about hiring a call center. Whatever your reasons for doing so – lack of internal expertise, the desire to switch focus on your own products and services, or even as a money and time-saving tactic – it’s time to make the move. Ready…set…hold on! Hiring a call center is one of the most important decisions your business or nonprofit can make. Remember, when you hire an outbound call center or call center platform, you’re essentially hiring an extension of your business.

Little Things Matter, Get More Leverage With a Customer Delight Formula

Connecting the Dots

CCMC ~. The service, quality and market research professions have traditionally focused on problems and dissatisfaction. Very little attention has been given to going the extra mile, but new research suggests a customer delight formula could have as much payoff as fixing problems.

Call Center Tips For Your WFH Call Agents


The work from home (WFH) revolution is in full swing. Actually, it’s been in full swing here at TeleDirect , as many of our top-trained call center agents have been working remotely for years. Thanks to our business process outsourcing (BPO) expertise for call center platforms , TeleDirect’s WFH systems keep our employees engaged and always in the loop, which results in exceptional customer service metrics.

Interview with Pierre Leurquin, Digital, Data & E-Commerce Director at Christofle


Pierre Leurquin explains why Maison Christofle has selected GetFeedback to improve its digital customer experience. Customer Stories

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.

5 Examples of Omnichannel Strategies That Will Boost Your Holiday Sales


Share This Story. This year, holiday shopping will be more digital than ever before. As consumers continue their shift to online channels and major retailers cancel in-person Black Friday sales , brands must quickly adapt through new omnichannel tactics that capitalize on surges in online traffic. Here are five strategies for doing just that. 5 Examples of Top Retailers with Brilliant Omni-Channel Strategies For Holidays. The Gift Recommendation Engine – Guided Selling.

Why customers still prefer to call your contact centre


With all the hype about omnichannel, the phone call still rules Summarised on Customer Contact Central, an interesting survey looked at channel preferences. It discovered that consumers will use up to nine channels to contact a supplier to try and get the result they want.

The Best Practice Guide on Writing Newsletters for SaaS Businesses


Writing the right newsletter is an art. A B2B newsletter is basically a regular letter or an email that you send to your business customers on a routine basis. According to a recent report published by Campaign Monitor , 121 business emails are sent and received on an average day.

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