Thu.Oct 21, 2021

Boosting Business Prospects with the Physical Multichannel

Contact Center Pipeline

The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year.

How to Train Your Call Center Agents to Exercise Empathy


Emotional intelligence has always been a hot topic in the customer service world.


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Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. .

Omnichannel customer service: Tips for great experiences


Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important and how you can master it.

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.

17 web design best practices: deliver amazing UX


Does your company have a website that helps you conquer more leads and customers? Does it represent your brand identity well? If you answered no to one of these questions, it’s time to evaluate how to apply web design best practices to improve your website performance.

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15 Customer Communication Tools to Engage Your Audience

Help Scout

Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships. Read the full article


The Power of Video within Support with Loom [Podcast]


When are “Ums” while recording a video ok, and when should it not be used? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Support communication has evolved.

The Nexus of Employee Satisfaction and Productivity


In today's business climate, happy workers mean better output. How can you boost employee satisfaction and productivity levels higher


Deepfake Audio Detection in the Call Center


Another synthetic fraudster attack was in the news recently. This time, it was a deepfake audio – contrary to Anthony Bourdain’s deepfake , this attack happened over the phone channel.

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.

Top 10 Tips to Improve the Productivity of Your Call Center Agents


Top 10 Tips to Improve the Productivity of Your Call Center Agents. Call centers are typically considered cost centers, evaluated primarily based on the results they produce. Particularly, the metric- cost per contact.

5 Omnichannel Outbound Use Cases that Outperform Your Auto-Dialer


A staggering 97% of consumers reject or ignore phone calls from a business or a person they don’t know. Outdated auto-dialers have trained us to press decline when a number we don’t recognize calls.

Uniphore Unveils the Industry’s Broadest and Most Comprehensive Conversational Automation Platform


Uniphore completes the acquisition of Jacada and rolls out a powerful platform that will transform the Customer Experience Market. PALO ALTO, Calif. , 2 1 , 2021 [12 AM PST, 3 AM EST ] – Uniphore announced today that it has completed its acquisition of Jacada and is unveiling the industry’s most compre he nsive p latform that will further enable enterprises to transform customer experiences.

On-site, Work-at-Home, or Hybrid Staffing: Which Model Is Best for the Call Center Industry?


The COVID-19 pandemic forced a seismic change in employee staffing. Many, if not most, companies rapidly shifted from an in-office environment to remote work. Nowhere was that shift more apparent than in the call center industry.

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.

Unified Communications Solution Provider of the Year – 2021 Mobile Breakthrough Awards


This morning, Mobile Breakthrough Awards announced winners across a variety of categories that showcase excellence in mobile technology and service. The team over at VirtualPBX was honored to receive recognition as the Unified Communications Solution Provider of the Year.

How customer service leaders can make it easier to do good work

Inside Customer Service

"Be more managerial, or you're fired!" The director issued this ultimatum to his two managers. There had been some customer service issues within the department. The director wanted to see change, now. The managers stared at their boss in disbelief. I stared, too.

Your Business Advantage With SD-WAN Begins With the Momentum Difference

Momentum Telecom

If your company, like most in this post-pandemic world, needs to support remote workers, has multiple locations, or uses the cloud, your network is the most critical piece of technology you own.

Oct 21 – Customer Success Jobs


Role: Director, Customer Success Location: Remote, United States Organization: FloQast As a Director of Customer Success, you will ensure the CS organization enables customers to reach desired outcomes while providing a great customer experience.

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.

[CX Tribe] 19 October 2021 – Evidence – Wow Doesn’t Drive Loyalty + Control the Controllable


CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe. Every day that we spent not improving our products was a wasted day.

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The Great Resignation Solution BPOs and Call Centers Are Flocking To


Americans are quitting their jobs in record numbers. Many of those leaving are looking to change careers or find a higher-paying offer for the same position. The record-high numbers of workers changing jobs mean employers must pay workers more or.

Acceleration of Digital Transformation

24-7 InTouch

The Covid-19 global pandemic has accelerated the adoption and execution of digital transformation solutions across the globe. .

Cloud vs. On-Premise Call Centers


Traditionally, call centers have been located in a distinct physical space that houses not only the agents working the phone system but the hardware, software, and infrastructure needed to make the call center function.

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!

The First 3 Things You Need to Start Your Customer Success Center of Excellence

Education Services Group

While Centers of Excellence (CoEs) have been popular drivers of improvement in organizations like Marketing, HR, and IT, they haven’t quite caught on in Customer Success (yet). We believe that’s about to change.

Macro 4’s Information Management Suite Extends Personalization and Business Intelligence Capabilities

CSM Magazine

Macro 4 , a division of UNICOM Global, has today released the new generation of its Columbus enterprise information management (EIM) suite.

Top 5 Winter Storm Preparation Tips For Your Business

Call Experts

Regardless of how stylish a snowflake looks, it has the potential to shut you down. Just ask any business that’s been blanketed in slippery ice or shivering from the blow of a freeze. In December, when it comes to winter storm prep, prevention is better than cure.

Every Conversation is a Contract


Conversational AI technologies open up a world of possibilities for creating automated interactions that feel simple and intuitive. With Conversational AI, systems no longer need to tell users exactly what to say or present them with a limited menu of choices. .

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 Benefits of Hiring a Customer Experience Coach for Strategic Growth of Your Business


No one can deny the fact that customer experience has become a significant part of business success today. The reasons can be attributed to competitive differentiation, enhanced customer satisfaction and loyalty, increased acquisition and decreased churn, greater top-line growth, etc. .

Driving SaaS Revenue Through Customer Success


Customer Success has become a must for every SaaS business with the advent of the subscription economy. But just having a customer success department does not solve issues with your churn rate, customer lifetime value, retention rate, or MRR/ARR.

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No-Fault Found. The headache of faults where no root-cause can be found.


Telecommunications problems Networks are complex. They’ve become more complicated as voice, video, and data compete for the same resources. When things go wrong in the world of telecommunications they get investigated. Energized teams assemble like crime scene investigators.