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The amount of time we spend on the Internet rocketed last year due to the global pandemic. We buy online, spend our free time surfing the web, work in the digital space, and open web-based businesses. Basically – we live online – and leave a lot of our personal information there. MORE
Share This Story Chatbots have become very popular because they save time and resources by automating customer support services. Bots are often used to address common customer inquiries , allowing human agents to focus on solving more complex problems. We’ve seen our share of bots go to work within organizations. MORE
How to strengthen internal communication using knowledge base. Knowledge Base MORE
Diverse teams perform better. That’s not an opinion; it’s a fact —and it’s one that we at Guru have been focused on for years. MORE
New requirements from the CFPB, published in October 2020 and December 2020, are designed to address concerns about debt collection communications. These rules apply to calling customers, but now for the first time ever, the CFPB has also issued rules around email and SMS. MORE
2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. MORE
Customer Success, traditionally, has been perhaps one of the most under-appreciated functions in a company. As a result, they’ve also been painfully underserved when it comes to technology. But things are looking up. MORE
After a tumultuous year, companies are finding themselves at crossroads, dealing with changes triggered by the pandemic not just on the customer side but also within their workforce. MORE
The lifestyle changes driven by the lockdown have prompted more small businesses to radically transform their business processes. It’s increasingly become clear that companies were ill-equipped to handle this new way of working and are turning to technology for help. MORE
Nowadays there is a high standard expected regarding the quality of phone calls and the expereince they provide. However, there are many issues that can occur with a voice connection, one of the most common and frustrating being latency. MORE
If you have ever been through an acquisition, you know it’s often a chaotic and ambiguous time for an organization. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. MORE
Customer Journey Mapping: Which Touchpoints Really Matter? Customer journey mapping is an important part of measuring the customer experience, but getting started with this exercise can feel overwhelming. How do you create a customer journey map? What is a touchpoint in the customer journey? MORE
An outbound call center makes outgoing calls to the customers. Generally used for making cold calls to potential customers, outbound call centers are mainly focused on customer and prospect outreach. MORE
When it comes to your outbound call center, you need the best tools and services. The post Essential Tools and Practices for Your Outbound Call Center appeared first on TCN. Outbound MORE
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Is your contact centre prepared for success in 2021? Now is the time to shake ourselves free of the challenges from 2020 and embrace new trends and technologies for the new year. Equip your agents and staff with the tools and technology they need to focus on what matters most: your customers. MORE
Customer service speaker, author, and coach Dan Gingiss reads real customer feedback live and gives you advice on what to do about it. Webinars MORE
The Service Culture Handbook helped popularize the concept of a customer service or customer experience vision. A customer service vision is a shared definition of outstanding customer service that gets everyone on the same page. You can read more about that definition here. MORE
There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. MORE
Cold calling is very hard. After getting knocked down with’ no thanks’ or hang-ups, it takes resilience, mental toughness, and grit to power through calls. MORE
HRIS, Human Resource Information System, is a software solution used for data entry, tracking, and management of an organization’s HR-based operations. MORE
It is quite known that nearly 80 percent of companies use SaaS applications for various functions in their system. It is mostly SaaS products that rule the roost in the business world. SaaS or on-demand software goes back to the 1970’s. MORE
Ready to level up your call center team this year? Improving agent performance can seem overwhelming at first, and you may find yourself wondering, “Where to start?” Don’t fret — these eight simple methods are all you need. MORE
Your customers are living their lives digitally, so meeting them where they live makes it easier for them to communicate with you. Connecting with customers on platforms that they use and are familiar with goes a long way to driving an exceptional customer experience. MORE
This blog is written courtesy of Interactions R&D team. When should AI say: “I don’t know”? No one is perfect! Humans make mistakes, and so do machines. An admirable quality in humans is to accept one’s mistakes. It turns out that it is also a valuable quality for AI. MORE
The new generation of Customer Success saw the christening of an innovative version of the technology, namely the Customer Data Platform (CDP). In no time, it started garnering attention mainly due to its stellar capabilities of clubbing disparate information under a single umbrella. MORE
Most people have a few go-to strategies that they follow during times of need. They’re comforted knowing they have a tried-and-true method that works for them and have tactics that have never let them down. I’m no different. Experience has shown us the way and we are better off because of it. MORE
Aurora, NE (January 19th, 2021) Quality Contact Solutions, Inc (QCS) is pleased to announce that Chris Grothe has joined the organization as Vice President of Operations. MORE
Role: Senior Director, Customer Success Enablement Location: Salt Lake City, UT, US Organization: Workday As a Senior Director of Customer Success, you will partner with Customer Success field leadership to influence Workday’s Customer Success strategy, program approach, and execution. MORE
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