Fri.Jan 17, 2020

3 things your contact center should be doing in 2020

Taylor Reach Group

by JD Fairweather. For many contact centers, the road to 2020 is strewn with unfulfilled New Year resolutions from the previous decade, abandoned optimization projects and discarded digital transformations pave the way. The good news is it’s not too late to course correct.

Call Center Tech: What are the Top 4 Benefits of AI-powered Customer Service?

Advantage Communications

The be-all and end-all of your organization is customer service. Whether your business is customer facing or B2B, delivering a world-class customer experience (CX) is what will set your company up for future growth and increased profitability.

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How Call Center Software is Perfect Communication and Collaboration Tool for Manufacturing Industries


An effective communication system is of paramount importance to manufacturing industries if they are to deliver exemplary customer experiences in addition to improving internal communication and collaboration.

Guest Post: How One Bold Move Helped this Firm Survive (and Thrive!) in The Great Recession


This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

1 in 4 Will Lose Their Job in 2020

Beyond Philosophy

1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now.

More Trending

Motivate and Engage Agents with Gamification


At the beginning of November, I purchased an indoor rowing machine. About a week after I bought it, I learned that rowing manufacturer offered an online logbook to track meters rowed and there was a challenge starting soon.

Best Practices for Call Center Quality Assurance


Any business relies on its call center to handle customer communication, field inbound calls, execute market-friendly outbound strategies, and more. But how do you know everything is working as intended? It all starts with a call center quality assurance system.

I Need Workforce Management Software! Why Should I Choose Pipkins?


All large purchases we make in our lives, be it cars, houses, cameras, phones, or virtually any product in which choices are available, should be compared to one another. The same applies to your workforce management software. Set A Budget.

ChurnZero Power-Users Share Tips, Tricks and Best Practices


ChurnZero Power-Users Share Tips, Tricks and Best Practices. Blog Author: Alex Weihmann. If your company is exploring the idea of implementing a dedicated Customer Success (CS) platform, the question of where to start can be daunting.

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.

Pindrop for Amazon Connect | A Balancing Act


Defending the phone channel presents various challenges, especially due to the fact it is grounded on human interaction. Fraudsters know the call center is the weakest link compared to other potential avenues in most enterprises.

What Customers Care About the Most in Car Insurance

CSM Magazine

The needs of car insurance customers have never been so complicated. They need good coverage at fair prices and easy ways to filing claims with minimal amount of paperwork and back-and-forths.

Which Outbound Call Center KPIs Really Matter?


When you’re building a more successful outbound contact center, which KPIs are really worth your time when it comes to tracking? Which ones mean the difference in success and failure for your facility and which ones are just nitpicking for the sake of perfectionism?

Quadient grows into CXM, IDC’s perspective


In December 2019, Quadient hosted an analyst day to offer a preview of our R14 release and share our ambitions to use our CCM leadership and innovation capacity to enter the CXM market. After the event, Marci Maddox and Alan Webber from IDC wrote a summary that we made available to you on the Quadient website.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

9 SaaS Customer Lifecycle Stages

ProProfs Blog

Has this ever happened to you? . That you bought a SaaS product and then completely forget that it exists? . The SaaS customer lifecycle is something that is continuously growing and ever-evolving. . There really is no autopilot that you can put into action and then arrive at the end of the journey.

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Introducing: Answering Your Customer Service Job Questions

Customers That Stick

Welcome to our second one-minute series: Answering Your Customer Service Job Questions. If you’re working in customer service or are interested in customer service as a career, this series is for you.

7 Steps to Deliver Digital-first Omnichannel Experiences

NICE inContact

The research is clear, younger consumers have a high preference for interacting with companies using digital channels. In fact, 90% of Generation Z and 84% of Millennials state this as their preference.