Wed.Jul 01, 2020

7 omnichannel contact center capabilities for business continuity


Many customers prefer and expect different digital communication channel options depending on the context. It may be most convenient to text while in the doctor’s waiting room or to email customer service when there’s a more complex issue.

Hold On, I’m Comin’: What to Do with Callers on Hold

Contact Center Pipeline

The 1966 hit, “Hold On, I’m Comin’,” was recorded by Sam & Dave and written by Isaac Hayes and David Porter. I know for a fact that they weren’t referring to actually “being on hold.”

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Manage Your Customer Support Queue Using These Bright Ideas

Wowdesk Blog

Every customer support team goes through a stage where the number of emails adds up into hundreds every day, and the need for a new process originates. . There are different strategies to decide the addressing order of tickets.

You Can’t Automate Your Customer Relationship


I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software.

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!

The role of agile in CX


Businesses have been creating new capabilities to advance efficiencies and experiences for years. Most of the time, such changes take months or even years to implement. In the wake of COVID-19 , organizations have had to respond to pressing needs much faster.

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The Key to Managing Conflict in the Workforce, No Matter Where your Agents are Working: Naming and Addressing Conflict on your Remote Contact Center Team


We’ve all been there. You get an email from someone you work with and something doesn’t sit right. Was that word choice just a coincidence? Or, are they annoyed with me? Those absent, non-verbal cues are hard to interpret.

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings

Myra Golden

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online.

How to tool-up your contact center in step with Forrester’s COVID-19 response plan


For many customer service organizations, the response to COVID-19 began as a frantic sprint. But as the weeks have passed, it’s become clear this is a marathon. And as every runner knows, if you want to succeed over long distances, it pays to have a plan.

Part 2: The Difference Between Customer Sentiment Analysis and Customer Distress Index and Why You Should Pay Attention

Team Support

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

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.

Effortless Experience IS NOT Enough, Here’s Why!


Simplified CX YouTube series episode on the effortless experience concept. Videos


4 Truths About CX Every Brand Should Revisit Now


When your customers reach out to you with a question or a problem, you know they’re expecting a clear, accurate, efficient response. If you can’t meet those expectations, the future of your customer care operation – and your brand – looks pretty bleak.

The Difference Between B2C and B2B Customer Journey Mapping


Simplified CX YouTube series episode on customer journey mapping for B2B and B2C companies. Videos

How Shadow's New Online Community Gained 4k+ Users on Day 1


It's Episode 5 of the inSide Scoop, and time for another customer spotlight! A must-listen for any gamers out there. Huge congrats to the folks over at Shadow who went live with their new inSided community and gathered over 4000 users within their first 24 hours!

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!

Increase Call Center Productivity During the COVID-19 Outbreak


With the COVID-19 outbreak well under way, many call centers are dealing with much higher call volume than normal, as customers and citizens call into businesses and organizations to inquire about how they are handling the outbreak at their physical locations (think retailers, medical facilities, banks, etc.).

Where Are Your Standards? Why Every Company Needs a Director of Customer Experience

CSM Magazine

Bryan Horn talks standards and why he believes it is essential to have a dedicated director with a customer-first mindset leading your customer service operation. I must admit that I am a fan of world-famous British chef Gordon Ramsey.

June Writing Roundup

Jon Arnold

As with last month, the writing output has been light, but other things have definitely been keeping me busy. Not much else to say, or share, but here’s the roundup. Enabling Businesses to Extend Communications Beyond Legacy Telephony , Digitcom website (registration required), June 19 Re-evaluating Budgets to Provide UC Devices to Home Workers , TechTarget, June 18 How Can Speech Recognition Technology Support Remote Work? TechTarget, June 11 Who Wants to Return to the Office? ,

Brand Move Roundup – July 1, 2020

C Space

The Brand Move Roundup – July 1, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet.

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.

Proactively manage your telecoms infrastructure with Spearline alerts


"Spearline helps us monitor our call quality and makes us aware of any issues that our customers might report." " Bud Lee. Director, Software Quality Engineering at 8X8.

Access 4 of My LinkedIn Learning Classes Free Right Now

Myra Golden

I hope you’re safe and well. I’m sitting on my patio bursting with excitement to be telling you I’ve partnered with Microsoft and LinkedIn to help millions of jobseekers reskill to pursue customer service roles. Do you realize that right now, there are over 1.8+

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Proactively manage you telecoms infrastructure with Spearline alerts


"Spearline helps us monitor our call quality and makes us aware of any issues that our customers might report." " Bud Lee. Director, Software Quality Engineering at 8X8.