Tue.Jan 25, 2022

Providing Resiliency During Challenging Times

Contact Center Pipeline

During the first quarter of 2020, I recall when COVID-19 started appearing more prominent in the U.S. we as a call center weren’t sure how everything would play out.

How to Improve the Live Chat Experience in 2022


Live chat is now the most popular customer service channel, and it’s not hard to see why. According to Invesp , live chat is by far the most satisfactory way to communicate with a company, with customer satisfaction at 73% for live chat compared to 51% for email, and 44% for phone.


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Digital Transformation Made Simple: Keeping Pace with CX Innovation

Upstream Works

For contact centers, digital transformation has surpassed buzzword status. CX innovation is accelerating faster than ever before, and it’s integral that contact centers keep pace.

How to Apologize to a Customer for Bad Service + Templates


For a business, there’s nothing better than knowing you’ve delivered an exceptional customer experience. You crave those moments when you exceed your customers’ expectations and successfully carry out your brand vision.

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!

Your All-in-One Guide to Call Center Workforce Optimization


From organizing call center agents to employing the right technology and developing a customer experience strategy, there are plenty of moving pieces in the successful operation of a contact center.

More Trending

5 ways contact centers can reduce customer churn


According to Forrester , it costs 5 times more to acquire new customers than it does to keep an existing one. Customer churn is a fact of life for almost every organization around the world.

Four keys to customer experience success in 2022


CX trends and priorities to leverage to deliver results in the new era of customer experience. Articles

A Legal Answering Service Guarantees Professionalism


Law firms are tasked with facilitating research, managing case work, assisting in court cases all while making sure clients are receiving satisfactory service. When it comes to work in the legal field, time is of great value.

Jan 25 – Customer Success Jobs


Role: Director of Customer Success Location: Remote, United States Organization: Dover As a Director of Customer Success, you will work with the founders and other team members to build a world-class product delivery and customer management strategy.

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.

Businesses Grow at a Faster Pace by Outsourcing


Leading the charge in a particular industry is no easy task. It takes a solid foundation, an organized operational plan, and a steadfast approach that remains dedicated to improving results.

Net Revenue Retention (NRR) in SaaS: Why It Should Be Your Customer Success North Star


Net Revenue Retention is a metric that indicates the stickiness of a SaaS product to its customers. It also assists as a parameter for the customer success teams to take a step towards retention, upsell or even cross-sell. .

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Amazing Business Radio: Dave Carruthers

Shep Hyken

The Voice of the Customer. Using Feedback to Drive Change in the Customer Experience. Shep Hyken interviews Dave Carruthers, CEO at Voxpopme , a company that redefines the possibilities of video for market research and customer feedback.

Nowhere to Go But Up: Bold AI Predictions for 2022


A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. Ah, 2022, a new year. Not so fast. After nearly two years of uncertainty and a rough start with Omicron in full swing, the collective attitude toward 2022 might best be described as “cautiously optimistic.”

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.

5 Models for Monetizing Customer Success

Education Services Group

For some, monetizing Customer Success may feel like a long way off. Others are but a hop, skip, and a jump away. If your organization is eyeing this lofty goal, there are some significant factors to take into account before you can start charging your customers for CS services.

Intelligent Self-Service Experts, 4 Roads, Partners With Contentful to Provide Online Communities

CSM Magazine

Intelligent self-service (ISS) experts, 4 Roads, will partner with Contentful, the leading content platform for digital-first businesses, to build bespoke online communities for its clients, which include Olympus, Aston Martin and Hitachi.

Check yo churn: Are your indicators accurate?


Last week, we kicked off our Burn the Churn customer health challenge with a nice warm-up, talking about the new standard for customer health and going back to basics with a refresher course on customer health scores. Sign up to make sure you don’t miss any of the good stuff!). Burn the churn


3 Ways Assisted Living Centers Can Improve Customer Service

CSM Magazine

Many assisted living facilities erroneously believe that good customer service just means having enough staff on hand to assist residents with everything, from getting them admitted into a facility to arranging transportation for them to a doctor’s office or hospital.

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.

Attribution Analysis in Google Analytics: How to Use & Select The Right Model


As marketing teams seek to be more strategic in how they reach their intended audiences, there are more opportunities than ever to track campaign impact and report on real ROI. But accurate attribution depends on putting the right marketing attribution model and tools in place to support analysis.

Will You Find Your Fortune In eCommerce?

CSM Magazine

Build an online store if you want a competitive economic advantage when starting an online business. You will be able to quickly increase your sales and grow your customer database with this business model.

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Setting up your Small Business Phone system: All you Need to Know


Setting up a business phone system may sound like a long, laborious task. But we’re here to break the myth for you. Phone system installation for small businesses need not be such an elaborate and painful process.

voip 52

Four Key Tips for Ensuring the Happiness of Your Customer Service Agents

CSM Magazine

There’s an old saying out there that goes something along the lines of, “If you do a job you love, then you’ll never have to work a day in your life.”. While that may be somewhat of a stretch, especially in the scope of customer service jobs, there is more than a grain of truth to the adage.

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.

How To Reduce Contact Center Agent Turnover Rate?


According to current data, employee turnover has been on the rise. Recruiting, training, and replacing lost personnel are all part of the challenge employers face as they lose key employees. This phenomenon is particularly pronounced in the call center industry.

How to Transform Your Blog Into a Customer Retention Magnet

CSM Magazine

If you’re a customer service professional, you know that customers are your lifeblood and livelihood. You likely also know about the traditional methods of gaining and retaining customers.

VoC Agent Coaching Model that has a Proven Track Record for Improving Customer Satisfaction

SQM Group

Given that most call center Csat improvement comes from agents with high Csat performance versus agents with average or below Csat performance level, it is worth asking, “what is the right supervisor coaching time allocation for agent customer service improvement

Customer Service Tips for Boutique Shop Owners

CSM Magazine

If you have been operating your boutique for a while, you already know the importance of multi-tasking. Operating such a store is no small feat; you have to be on top of everything at all times. Different things add to running a successful shop, and you have to master all of them.

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.

Reduce Call Center Average Wait Time To Profit Today


It’s presumed to think that average handle time is the top-notch metric for your call center. There're many claims over the internet that each customer service representative screwed up unless the average waiting time on picking up the phone is 20 seconds or so. However, the Voiptime Cloud company discovered something critical about the connection between poor customer experience and waiting times that will benefit the heads of each call center, no matter the industry.

How To Achieve Your Goals For Customer Care In 2022

CSM Magazine

At the start of each year, we often take a long view. What are our big goals for this year? What do we truly want to achieve in the time we have ahead of us? For customer service managers, the answer is simple.

Learn How to Create a Landing Page


Do you want to generate more leads or boost your sales? By learning how to create a landing page, it’s possible to achieve both goals. Building a landing page can be easier than you think, and it’s an effective marketing tool to drive action according to your goal.