Thu.May 09, 2019

Top 12 Qualities to Look for in an Outsourced Contact Center Partner

Transparent BPO

Finding a quality, affordable outsourced contact center partner can be hard. There are many factors to consider, including site location, company culture, the technology in use, price, quality, and more. Certainly, you want to find the partner that is the right fit for your business needs.

Managing Attrition in a Strong Economy

Contact Center Pipeline

According to the Bureau of Labor Statistics, the current unemployment rate is the lowest in 48 years. When the economy is strong and contact center jobs are plentiful, retaining your top talent can become a daunting task.

Smart, Dynamic CX in the Modern Contact Center


You cannot get around it – contact centers must modernize their operations to remain competitive in the current business landscape. Artificial intelligence is able to contribute to this effort in […]. The post Smart, Dynamic CX in the Modern Contact Center appeared first on Blueworx. Blog AI Contact Center CX

When It Comes To CX, Sweat The Small Stuff

Beyond Philosophy

In our customer experience consultancy, clients tell us customers make decisions based on price or features. However, in our research, we never find price or features are the most important things.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Enterprise Chat Software: Understanding its Role & Benefits to Boost Your Business

ProProfs Blog

You must have noticed some of your visitors leave the website without making a purchase. Ever wondered what leads to such a result? Even with the perfect marketing strategy in place, you get visitors on the website. But what about engagement?

More Trending

Why You Need to Understand the Voice of the Customer


It is the bad idea that causes me to be reminded that we should not talk to ourselves – we should be better listeners. We should be listening to the voice of the customer. Continue reading → The post Why You Need to Understand the Voice of the Customer appeared first on CustomerCount.


ACE 2019: The Master Program Track


I hope you’re planning on joining us at ACE this summer. Based on your feedback, we’ve been fine-tuning our breakout session tracks. New for this year is the Master Program track , which is now part of our improved certification program.

Customer Success Leading Indicators and 3 Ways to Turn Around a Failing Product


In the world of SaaS products, there are plenty of ups and downs. Every product goes through the process of checks and balances, and sometimes there are more downs than ups. Just because you have a ‘failing’ product doesn’t mean it’s time to pack up shop.

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How To Learn From Customer Feedback in 3 Steps


Customer feedback is the number one way your team can improve your product or service. The toughest part is building or buying a tool to ask for and measure customer satisfaction — but you can’t stop there. It’s also important to put processes in place so that you can learn from what your customers are telling you. Especially since feedback can come through many channels: email, NPS surveys, CSAT surveys, reviews, and more.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

Working together to improve customer relationships


Managing your customer relationships is a company-wide effort. It involves multiple departments within an organization, including sales, customers service and IT, to name a few.

Fivestars Pay: a new way to turn payments into automated growth for your business


Today we’re proud to launch Fivestars Pay—a payment processing service that integrates Fivestars with point of sale systems and makes the program easy, automatic, and three times more powerful. By combining payments, loyalty, and marketing automation, Fivestars is helping local businesses drive customer loyalty at rates that significantly exceed those of big chains. All local […].

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The value of a good phone conversation


We talk a lot about the importance of customer satisfaction, and how it directly impacts our business success and annual profits.

New and Improved: GetFeedback Actions


Surface time-sensitive customer feedback and take immediate action to enhance the customer experience. It’s often said that “talk is cheap but actions are priceless.” In this case, collecting customer feedback is easy but taking action is where the real substance lies.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Newsletter Time Again - May Issue

Jon Arnold

By now, my subscribers will have the current newsletter in their email, and if you’ve had a chance to check it out, I’d love to hear your thoughts.


The Intuitive Customer by Colin Shaw and Ryan Hamilton (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Intuitive Customer by Colin Shaw and Ryan Hamilton. Check out the video below to hear Adam’s one win that you can take away from The Intuitive Customer to improve your organization’s customer experience and customer service.

The tipping point: When should fast-growing companies stop ignoring customers?

TELUS International

CX Best Practices

The Shutdown and the Storm: CXone Provides a Welcome Tool for the State of Michigan


Michigan’s Department of Health and Human Services (DHHS), Integrated Services Delivery (IDS) is the state agency that manages the entire process for benefits administration — from application and qualification through delivery. Although the state of Michigan maintains 14 different contact centers for different agencies, DHHS/IDS didn’t have a dedicated contact center.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Here’s What’s New from April 2019 | Kommunicate Product Updates


We pour a lot of passion and creativity into making our product better each and every day. The April version of the product release includes the Latest version of IOS and Android SDK’S, Bug fixes, Improved UX and feature releases.


How a Small Business Owner Kicked Self-Doubt

Toister Performance Solutions

One of my favorite things is hearing from customer service leaders and small business owners who candidly share the challenges they face. One recent email that caught my attention was from Aaron Pallesen, owner of Hive Martial Arts in Minneapolis, Minnesota.

The Holistic Customer Journey Framework: Thinking Beyond Products & Brands

Relay Blog

In the digital age, customer experience is everything. However, it’s also more difficult than ever. The post The Holistic Customer Journey Framework: Thinking Beyond Products & Brands appeared first on Relay. Support customer framework holistic journey strategy

Essential Topics for Your Customer Service Team’s Learning Library


A Learning Management System (LMS) is a must for call center and customer-service managers looking to improve their teams’ performance , but what topics should your learning materials actually cover? It’s not an easy question to answer, and there’s no one-size-fits-all solution.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Marlette Funding Opens New Customer Experience Center of Excellence to Service Best Egg Personal Loans


SAN ANTONIO (May 9, 2019) – Marlette Funding, LLC, developer and operator of the consumer-lending online platform for Best Egg personal loans, held a ribbon-cutting ceremony for the company’s new Customer Experience Center of Excellence, located at Alorica’s Woodway site.

Step 4 of 5: AI Self-Service Without Compromise – Avoid Siloed Channels With a Unified, Omnichannel CX Platform


This is the fourth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Read Part 1 , Part 2 , and Part 3 first! Gartner predicts that customers soon will prefer using speech-driven interfaces to other forms of self-service when given a choice.

Bright Pattern Makes The Connection: Transitioning from Legacy Technology to the Cloud

Bright Pattern

The Connection—a large-scale BPO and customer care provider—has been in the CX space for over 36 years and its client list includes everything from Fortune 500 companies to small businesses and everything in between.

Using Active Listening on the Phone To Improve Sales


How Active Listening on the Phone is One of the Best Practices for Cross-Selling and Upselling.

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

Ensuring Healthcare Data Security with Business Process Outsourcing

Working Solutions

In an era of widespread data breaches, it’s never been more essential to keep the data of your clients and customers safe and secure, no matter what your industry. And for businesses operating in—or adjacent to—healthcare, data security is not only important, it’s legally required. So important is healthcare data security that the U.S. government […]. Security healthcare data security

Network Insights: Velocity (Part 1 of 3)

Whitepages Pro

Last week, we released a new feature in Pro Insight, our manual review solution , called network insights. Network insights provides users valuable signals that are a layer deeper than traditional linkages or match statuses.

At the end of the day… everyone walks a different path


My youngest daughter is graduating from the University of North Carolina (UNC), Chapel Hill this weekend. I am very proud of the fact that she’s been a great student, graduating as a business major from Kenan-Flager business school, as well as a political science double major.