Thu.Jul 30, 2020

22 Customer Service Experts Reveal How Call Center Reps Should Address Complaints About Bad Customer Service


No company wants to receive complaints about bad customer service, but even companies that strive to create exceptional customer service will occasionally disappoint a customer. In many cases, those complaints first reach the ears of a call center rep.

Does Your Company Culture Align With Your Outsourced Contact Center?

Advantage Communications

In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy.

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Boring Customer Service—Is That What Customers Want?

CSM Magazine

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want it to be good. I want it to be consistent. I want to predict the experience I’m going to have with the people and places I do business with.

Buyer’s Guide to Cloud Solutions

Contact Center Pipeline

Affordable contact center technology solutions abound in today’s market. Centers can implement cloud-based applications with far shorter lead times than premise-based solutions. They’re especially attractive for companies with limited IT resources, aging or ineffective systems, and tight budgets.

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!

Are Your Pet Peeves Putting Your Job in Danger? – Tip #9

Steve DiGioia

First off, what’s a “pet peeve”? Well, according to Merriam-Websters dictionary, it’s “something that annoys or bothers a person very much” Are your pet peeves putting your job in danger? I hope not.

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My internship at Nuance in the wake of COVID-19: uncertainty and satisfaction


Going into this summer, I really had no idea what to expect. I finished up my onboarding process, and then I crossed my fingers and hoped I still had a job. I’d heard about many of my friend’s internships falling through due to COVID-19, so when I got the email saying my internship was a [.]

Myra Golden: How to Improve Your Call Control Skills

Toister Performance Solutions

Call control is part art, part science. It's the ability to politely, yet quickly move along a customer service call. These skills were originally a big part of call center agent training back when talk time, or handle time, was considered an essential metric.

Why a Go to Market Strategy Is Important for Every Business

CSM Magazine

To have a successful business, you’re going to need to use marketing strategies to attract new customers and keep loyal ones excited about shopping with you. There are many ways to advertise your company now with the digital world we live in.

The WAVES Methodology for Healthcare Providers


Effective communication is a continual challenge for healthcare providers. Communication challenges amongst patients, payers, and providers are frequently linked to inefficiencies that result in unnecessary costs, care delivery errors, and of course negative patient outcomes.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Revuze Launches a New Product Listing Optimization Tool For Marketplace Rankings

CSM Magazine

Revuze, an Israeli market research Startup, launches an eCommerce product listing optimization tool for marketplace rankings. This innovative feature helps clients to top the list in any eCommerce marketplace (Amazon, Walmart, Target, etc) searches and boost sales.

LV Thoughtline Series: Thoughts on An Economic Framework for Responding to the Coronavirus with a Former Chief Risk Officer


In this first installment of our new Thoughline series, we’ll be taking a look at the broad economic implications of the coronavirus. How will lending be affected? How will firms model credit risk in our new normal?


What is a Pacing Ratio in a Predictive Dialer?


Outbound call centers often use dialing software to automate their outbound calling process to not just boost agent agents’ productivity but also as a way to ensure higher connect rates and eventually higher sales conversion.

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Does Your CSM Team Need a Post-Sales CRM?


For most modern technology organizations, there is a solution for everything. Over the last few years, one platform – Customer Relationship Management (CRM) – has reigned supreme as the ‘must have’ solution for marketing, sales, and operational teams.

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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!

Why Having an Answering Service for Your Hospice Services is Extremely Beneficial

A Better Answer

Are Happy Agents the Secret to Happy Customers?

CSM Magazine

When problems occur, support teams often bear the brunt of customer frustrations; and during times of upheaval, this only increases. As crucial advocates for your business, how do you create an environment where agents feel empowered to do their best work?

How to Embed a Survey on Your Website

ProProfs Chat

Every brand focuses on trying to collect customer feedback through surveys and other similar means. While the customer may love to provide feedback to the brands they are associated with, the sheer number of surveys they encounter leads to survey fatigue, making it a significant problem.

5 Indispensable Skills for Customer Service Reps

CSM Magazine

When it comes to providing the best possible service to your customers, the people you hire make all the difference.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

9 Tips for the Development of the Technical Support Department


Studies show that 45% of consumers are willing to pay more for a product if it is accompanied by quality services. Technical support is the heart of the brand. This is one of the key common ground that business owners often lose sight of.

3 COVID-19 Marketing Campaigns That Were Perceived as Positive

CSM Magazine

As COVID-19 swept through the globe brands and marketing agencies scrambled to adapt or clean sweep whole new campaigns as current ones became obsolete. . Some brands won and some lost in the mix.

Automate Follow-ups from Tickets in Cloud Helpdesk Software (Here’s How!)


Post summary: Ticketing is no longer optional – it’s a must for any inbound call center. A little automation goes a long way, making Helpdesks far more versatile. With the right mix of tools, that automation is now within easy reach.

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Your 2020 return-to-school student, parent, and teacher survey guide


Adjusting to a new normal is never easy. Especially when you, an education leader, are making decisions to craft a unique education experience in light of COVID-19. How do you prepare while also addressing questions and concerns surrounding the new year?

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Canadians on Spending, Shopping, and Life’s Big Moves During the COVID-19 Crisis


Canadians are changing the way they spend and shop during this pandemic. They are holding off on purchases, cutting spending, and putting some life decisions on hold while they wait out the COVID storm. Will this holding back potentially trigger a downward spiral?

Stay Proactive With Spearline.


Telecommunications professionals have a strong respect for the complexity of network services used around the globe.

Customer Expectations of Service Delivery

Brad Cleveland

Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. Simple, right? But wait, aren’t expectations always changing? What do customers expect?

Brand Move Roundup – July 30, 2020

C Space

The Brand Move Roundup – July 30, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. Four months ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

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!