Mon.Jun 29, 2020

What to Do When Customers Ignore You

CSM Magazine

Remember the days when people noticed good customer service, talked about it, and most importantly—rewarded you for it? Happy customers would return and spread the word.

5 Recommendations for Reopening your VoC Program


In my last blog post , I wrote about how to build a VoC program depending on the maturity of your current program. Given the changes in customer expectations across all industries brought about by COVID-19, it is now essential that you rethink your VoC program with a “beginners mind.”.

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How to Balance Business, Agent & Customer Needs as a Planner


Workforce management (WFM) is about more than forecasting and scheduling agents. It’s about juggling the interests of three important stakeholders: your business, employees, and customers. Striking a balance among them is no easy feat. What happens when there’s an imbalance?

Effective Strategies for Managing a Contact Centre

Call Design

Contact centres are the frontline of your customer service operation, which means that your contact centre must be operating at optimum capacity at all times.

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!

Lucky Seven! Calabrio Named a Top Workplace Seven Times Running


When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March.

More Trending

The CX Reframe: Reimagining customer experience


To begin part three of our CX Reframe series, let’s start with something we can all collectively agree on: February 2020 is gone, and it’s not coming back.

Marry CCM, CX for Long-Term Customer Relationships


An increasing number of companies are becoming aware of the need to integrate customer communication management (CCM) with the customer experience (CX) strategies and toolsets.

Add Task: how Asana helped us build a better NameShouts


Prioritizing is key to building a company. With so much to do, and so few hands to assign to it, the pace of work at a startup can feel relentless. The work can be dizzying and disorienting, and can even lead some to feel as though they can never truly grasp how much is going on.

Part 1: The Difference Between Customer Sentiment Analysis and Customer Distress Index and Why You Should Pay Attention


B2B customer support has become more complex than ever…in a good way. By utilizing the many tools available—and more technologically advanced than ever—B2B companies are able to gauge how their customers are feeling and how satisfied, or not, that they actually are.

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8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Intelligent Authentication (IAuth): An Origin Story


At the turn of the century, Intelligent Authentication emerged from the same primordial goo that spawned every initiative to “Kill the Password”.

How to Measure Customer Retention

CSM Magazine

Get ready to do a little math. While not my typical lesson, this is very important. It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C.

Understand VP8 and H.264 Video Streaming Bandwidth


Your browser does not support the video tag. The typical high-definition audio stream consumes about 40 Kbps of bandwidth. Now consider that a jump to low-resolution VP8 and H.264 video streaming more than quadruples that amount of data per second.

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Common Questions We Get About Using ScreenSteps with Call Agents

ScreenSteps Call Center

If you're about to meet with the ScreenSteps team to discuss using ScreenSteps at your call center, check out the video below to get answers to the most common questions. That way, we can make the most or our time together during our meeting. Call-Center

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Understand VP8 Video Conferencing Bandwidth


Your browser does not support the video tag. The typical high-definition audio stream consumes about 40 Kbps of bandwidth. Now consider that a jump to low-resolution VP8 video conferencing more than quadruples that amount of data per second.

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3 Things You Can Do Now To Boost Call Center Agent Employee Experience


Last March, I wrote about what I saw happening to the customer care industry when COVID-19 forced entire call centers to close their doors, send their agents home, and scramble to provide the technology necessary to get those agents back on the phones. It was ugly.

The Power of Customer Advocacy in Unprecedented Times


As we start to fall into a routine in this “new normal,” the need for customer engagement and advocacy continues to grow.

7 Ways to Optimize Your Phone Lines for The Busy Season

A Better Answer

A high volume of calls during a busy season may be a good thing. However, it could also mean having problems in handling a large volume of calls and other tasks falling to the wayside. For many companies, their phone lines are their lifelines, and missing important calls can become costly.


Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Good Data Governance, Good Business


During a recent webinar, I participated on a panel focused on implementing a strong data privacy strategy to make a business more resilient.

5 Best Answering Services for Small Businesses (Ratings/Reviews)

Ambs Call Center

Do you find yourself struggling to keep up with the things on your to-do list to keep your business running? Do you feel like you’re on a treadmill where you afford to jump off to work on the business instead of in it?

Enabling Virtual Training

Insite Managed Solutions

Enabling Virtual Training Knowing many companies are changing the way they operate; most companies are planning to keep a percentage of their workforce home going forward. This has led to a change in the training strategy for most companies.

Imbio lung AI models support lung disease diagnosis and care via Nuance AI Marketplace


Q&A Jonathon Dreyer: Tell us about your business – when and how you started and your development journey.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.


Insite Managed Solutions

Closing the Gap on Quality & CSAT Extraordinary customer satisfaction ratings have never been more expected. As customers ask for a greater level of service from all businesses, the importance of your Quality Monitoring (QM) practices continues to grow, too.

COVID-19 – lessons learned and the ‘new normal’


The world is facing unprecedented times in 2020, as the Coronavirus pandemic has completely shifted the way we live, work and do business.

Employee Attrition

Insite Managed Solutions

The Hidden Drivers of Employee Attrition Your business rivals may be gaining the edge on you through more than just their processes and efficiencies. The industry’s best companies are aware of the costs associated with employee attrition and how to avoid them.

5 Ways to Boost Customer Service Efficiency and Staff Morale

CSM Magazine

Efficiency – it’s the concept all customer service managers must live by, whether we care to admit it or not. Whether your business measures efficiency in transactions per hour, calls per minute or subscriptions per month, encouraging staff to do more is a constant challenge.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

How to Increase Forecast Accuracy: Solutions for Advanced Planners


Some contact centers consistently achieve high forecast accuracy while others constantly fail. The secret to their success is some advanced tactics that any planner can apply to finally get forecast accuracy right. Forecasting

Thoughtfulness in a Digital Age: A Guide to Attracting Millennial Consumers


Find out what it takes to attract Millennial consumers and keep them engaged and loyal. The post Thoughtfulness in a Digital Age: A Guide to Attracting Millennial Consumers appeared first on Concentrix. Thought Leadership Resources


The Omni-Channel Imperative


Before the COVID-19 health crisis, the digitalization of the customer journey had already pushed brands to increase the number of touch points with their customers on new channels.