Fri.Jul 30, 2021

Top 5 Posts in July

Contact Center Pipeline

The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home (WFH) make a successful transition to a more permanent model? Having the right remote-work tools in place to support WFH agents is key.

Guest Post: Tips to Boost Client Satisfaction in the Post-Pandemic Era

Shep Hyken

This week we feature an article by Nathan?Liao, Liao, the founder of CMA Exam Academy. He writes about how businesses can be more successful by implementing changes that will boost client satisfaction.


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Your Ultimate Guide to Brand Perception

ProProfs Chat

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers.

Uniphore & Jacada Help You Innovate Your CX


On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

How to Use ChurnZero to Share Customer Success Data Across Your Organization


It’s no secret that Customer Success teams can occasionally get overlooked, or that organizations struggle with consistent cross-team collaboration. I know this firsthand, because as a Customer Success Manager at ChurnZero, I see it happen all the time with customers.

More Trending

Delivering VIP Customer Service with Skills-Based Routing


Priority Customer Service Starts with Skills-Based Routing Intelligent call distribution begins with skills-based routing. Contact centers combining skills-based call routing with priority routing rules achieve higher customer satisfaction scores, more productive agents, and lower operational costs.

Why BI Software is Simply Not Enough for Customer Success Teams


Have you ever tried to recreate a meal you had at a restaurant? You went to the store, purchased the ingredients, and then came home and put your culinary skills to the test. But, somehow, it just didn’t taste the same. Even though you had the right ingredients, you didn’t have the recipe.

Is Outsourcing Customer Service Really Worth It?


In the business world, owners must choose whether to handle customer service in-house or outsource to a third-party contact center. Today, many companies decide to outsource their customer service department, but is it worth it?

Which channels do consumers prefer for customer service and why?


Date: Friday, July 30, 2021 Author: Pauline Ashenden - Demand Generation Manager Which channels do consumers prefer for customer service and why? Published on: July 30, 2021.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

What is a contact center?

ViiBE Blog

ViiBE Blog. What is a contact center? Call Center , Customer experience , Remote operations. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. July 30, 2021. Share this article. Share on facebook. Share on twitter. Share on linkedin. Share on whatsapp.

How Digital Self-Service Is Transforming Utility Customer Service Experiences


The pandemic changed how we all operate our daily lives. In 2021 and beyond, digital technology is creating new opportunities, customers are becoming more engaged, and utility leaders are trying new and innovative ideas. Digital self-service tools like RPA, Visual IVR, and.

How Unified Communications Can Help Improve Customer Service

CSM Magazine

Today’s customers increasingly expect live and real-time communication. A unified communications (UC) solution can help make this possible by integrating audio, video and mobile capabilities that enable a new level of customer service.

voip 52

Medical Interpreter Certification Is Accessible … Even in a Pandemic

Certified Languages International

Over the past year, the pandemic created big challenges for the healthcare industry as most medical encounters shifted to remote visits in order to keep people safe.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

Case study: How Pipefy reached a 95% self-service rate in less than a year


In June 2020, Pipefy launched their community with one goal in mind: to decrease the number of support tickets and put self-service and peer-to-peer support at the heart of the customer experience. One year later, nearly 95% of support inquiries are solved by peers.

How to Eliminate Survey Bias to Improve Your Survey Responses

ProProfs Chat

As a survey creator, it is natural for you to expect encouraging and reliable responses to your surveys. With an enhanced survey response rate, the chances of collecting accurate data increases. But unfortunately, not all surveys are error free.

Tips For Improving Customer Services in The Hospitality Industry

CSM Magazine

Hotel guests are so passionate about excellent housekeeping that they’re more likely to leave a negative review if your services don’t meet their standards, according to Booking Factory.

July Writing Roundup

Jon Arnold

I don’t usually do this roundup until the new month starts, but that’s the way the calendar falls at the moment. July writing was really light - just one published article with my byline - mainly because I was offline much of the month dealing with family issues, but am slowly getting back on track.


The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Customer Success: Frequently Asked Questions


It’s a powerful, emerging marketing tool – customer success. While everyone wants it, not everyone is sure what exactly it is all about. Weren’t we providing customer support and customer service all this while, they ask.

Decision trees in healthcare call centers


Decision trees in healthcare call centers. Decision Trees Decision trees for health centers Decision trees for hospital Decision trees in medical call center Healthcare call center decision trees

Jul 30 – Customer Success Jobs


Role: Customer Success Director Location: Remote, Boulder, CO, US Organization:

Insite new HQ video

Insite Managed Solutions

Insite completed construction of its new, 13,000 square foot Cape Coral, FL headquarters on June 21, 2021. We moved in a few days later. This short video provides an interior tour of our new home. Inside Insite amazon contact center Call Center contact center contact center consultants contact center consulting contact center solutions copc icmi insite modsquad niceincontact northridge

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!