Wed.May 11, 2022

How to Transform Your Contact Center for Customer Service Excellence

Advantage Communications

Long wait times. Being passed around to different agents and departments. Having to repeat a query or issue over and over again. Not getting help until frustration builds. And, in the worst situations, not finding a resolution to their problem at all. Customer Service Trends Contact Center

Who Is Today's Call Center Agent?


Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home.

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The New Resource for Contact Center Staffing

Contact Center Pipeline

Contact center labor markets are tight. Employees are re-imagining and re-engineering their lifestyles, their perspectives, and their prospects for shaping their careers. It’s a pretty exciting time for them.

Optimizing Self-Service: 4 Lessons Learned from Our Chatbot Journey

Customer Service Life

Source: Pixabay. This article was originally published on CustomerThink and is being reposted with the permission of the editor. Almost exactly a year ago, I published a column titled How to Optimize Zendesk to Deliver Both Effective and Efficient Customer Support.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

UIFN vs ITFS: Which Is Right for Your Business?


UIFN vs ITFS: Which Is Right for Your Business? So you want a toll free number to expand your business into a new market? UIFN and ITFS phone numbers work on a global scale, but how do you choose? We'll help you determine which virtual number is the right fit for your business operations.

More Trending

Would You Rather Clean a Toilet Than Call Customer Support??

Shep Hyken

That’s exactly what we asked more than 1,000 consumers for our 2022 annual customer service research report. The answer: 42% of customers would rather clean a toilet! . Is calling customer support so bad that cleaning a toilet is more desirable?

6 Signs that Your Customer Success Team Dynamic Needs to Change


Customer success is one of the most important metrics you need to track if you’re running a B2B business. It contributes to the overall customer experience, and high customer success can mean repeat business and more referrals.

May 11 – Customer Success Jobs


Role: Sr. Director of Customer Success Location: Remote, Richmond, VA, US Organization: Partnerize As a Sr. Director of Customer Success, you will own your team’s metrics and create strategies to exceed them, focused on expansion, churn mitigation, success planning, and customer satisfaction.

Quiq Named to Inc. Magazine’s 2022 List of Best Workplaces


Share This Story On behalf of the leadership team, I am thrilled to share that Quiq has been named to Inc. magazine’s annual list of the Best Workplaces for 2022.

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide


Cloud PBX vs On-Premise PBX Systems for Better CX: Check out these Factors Before You Decide. The business communication demands are evolving as most companies are shifting towards remote and hybrid work models. PBX systems have always been the solution to this emerging challenge.

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Balto Joins Talkdesk AppConnect Marketplace


Leading real-time guidance platform now available on trusted customer experience solution.

Why Is React.js Programming So Popular?

CSM Magazine

React.JS is by far the most popular JavaScript library. According to Stack Overflow, 40.14% of developers worldwide use the framework to develop awesome apps. . It is also one of the top choices of our developers at Reintech for front-end development. However, why is React.JS

Digital Transformation and Future of Work for Contact Centers, with Jon Arnold


Jon Arnold, tech analyst, thought leader, speaker and podcaster, is joining our show for a talk on the future of work and collaboration tools for contact centers, the latest trends at in-person events, as well as many insights on digital transformation.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

What is Average Time to Abandon? (And How to Improve Yours!)


The average American spends 43 days of their life waiting on hold. That breaks down to 10 to 20 minutes per week! To make matters even worse, many of those calls were probably abandoned as well, which leads perfectly into the topic of Average Time to Abandon (ATA).

VIDEO: The evolution of tech communication


20 years in the tech industry is enough time to observe the life cycle of things and various technology trends. Jon is taking us through the journey of tech evolution. The post VIDEO: The evolution of tech communication appeared first on NobelBiz®. Blog Insights

Why Does Every Business Need A Call Center Service?

Grupo Noa

Today’s businesses need the help of smart callers! Any responsible business owner that gives priority to their customer services would opt for call center outsourcing services. Top American call centers are run by a team of highly experienced and multilingual telecallers.

VIDEO & ARTICLE: Consumerization of IT and the implications for contact centers


Consumerization of IT has shifted the way we use our devices at work and Jon touches on some general factors this applies to the contact center space. The post VIDEO & ARTICLE: Consumerization of IT and the implications for contact centers appeared first on NobelBiz®. Blog Insights

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Leading questions: Definition, examples, and why you should avoid them


As a survey creator, you need to know what your customers or employees are thinking – and you want insights that you can take action on.

VIDEO: The job of an analyst and why is it important


PR, tech analysts, journalists, tech bloggers: what is the difference between them and what do they have in common? Being an independent analyst in thought leadership provides an objective viewpoint for companies.


6 Best CRM for Startups


If you are a startup founder or have a leadership position in one and are looking for ways to improve customer experience and management processes, using a CRM for startups can help you.

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VIDEO: Future of work and its fluidness


Today, workers want to want in control and expect things to be done instantly. Work and life have become more intertwined and as a result, the concept of work has become very fluid. The post VIDEO: Future of work and its fluidness appeared first on NobelBiz®. Blog Insights


The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

Knowledge Management for Higher FCR

SQM Group

Knowledge MaKnowledge Management makes it easier for call center agents to find and use relevant content to help resolve customer interactions on the first call or contact.nagement for Higher First Call Resolution and Better Customer Service

VIDEO & ARTICLE: Hybrid work and the proper tools for contact center agents


The shift to WFH and hybrid in the contact center space has brought a lot of variability in terms of equipment and the companies need to make sure that the agents have the right set of tool and capabilities.

Your Guide to Developing a Crisis Management Plan


Share This Story Unfortunately, crises can happen. We’ve seen it in our lifetime. Pandemics, wars, severe events… But it’s not just worldwide events that impact businesses—even smaller-scale problems can have harrowing effects.

VIDEO: Digital transformation is a process, everything is transitioning


The COVID-19 pandemic and an increase in digital interactions from consumers have been key factors in bringing digital transformation in contact centers forward and providing a frictionless journey for customers.

The Ultimate Guide to Executive Recruiting

Sourcing the right executive candidates and filling key managerial roles in an organization can be difficult, even in the best of times. Download this eBook to level up your discovery process, talent sourcing, and strategies for reaching your best-fit candidates.

The New CEO’s Guide: Top 10 Priorities for First-Time CEOs??


Being the new CEO of a company can be a whirlwind. Taking over a position at the top of an organization is difficult, mainly if you’ve never been a CEO before. So, how do you know your top priorities as a first-time CEO? Let’s dive deep into it.

VIDEO: Conversational AI and the shift from person to machine


Conversational AI can be the contact center’s new superpower that will transform customer service and enhance the CX. But iJon argues that in the contact center space, it’s all in the early stages, Jon argues.

10 Effective Account-Based Marketing Tactics That Every Marketer Should Be Aware Of?


The first lesson a B2B SaaS (Software as a Service) marketer learns about account-based marketing tactics is that you cannot possibly target each customer in your niche. If you do that, you are putting a huge risk of attracting no one! This is the hard truth of account-based marketing strategy.