Tue.Sep 29, 2020

Changes in Contact Center latitudes, Changes in AI Attitudes

Contact Center Pipeline

In 1977, singer-songwriter Jimmy Buffet released his seventh studio album, entitled Changes in Latitudes, Changes in Attitudes. The album, which featured a song by the same name, was well-received among critics in addition to being transitional for Buffet’s career in many ways.

Amazing Business Radio: Claire Boscq-Scott


Mystery Shop Your Customer Experience. How to Improve Your CX by Putting People First. Shep Hyken interviews Claire Boscq-Scott , Mystery Shopping and Customer Service Specialist.

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Acceptance and Fun - Keys for Supporting Your Virtual Team


So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging.

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Call center cost reduction strategies


Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity.

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!

7 Easy Ways to Reduce Friction in Your Customer Experience


Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years.

More Trending

Are In-app Surveys Effective for Measuring Overall Customer Satisfaction?

Satrix Solutions

When it comes to collecting customer feedback, scores of software companies count on in-app surveys to understand customer sentiment in real-time. But is the feedback received an effective way of measuring overall satisfaction?

Introducing the Guru Card Template Gallery


We’ve all been there. Staring at a blank document, cursor blinking as if to say, “why haven’t you started writing yet?” It’s one thing to be in this situation as a writer or a college student tasked with a final essay.


How to Measure the Lifetime Value of SaaS Customers


Customer lifetime value (CLV) is a glimpse into your enterprise’s future. It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment.

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How much is your contact center security policy costing you?


Information security is the most important but least discussed pillar of any contact center regardless of scope, size and industry. One simple data breach can easily expose sensitive information, damaging either your relationship with customers, your reputation or both.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Defining WFO. (Hint – It’s Not Just About Workforce Management)

Noble Systems

If you’re a contact center manager, you’ve probably heard a lot about how to manage and engage your workforce with WFM and WFO – especially recently. But what makes WFO different from WFM? Let’s take a look. What is Workforce Management (WFM)?

Seeing the Bigger: Picture Using Salesforce CRM Data to Reveal New Insights that Improve Contact Center Performance

NICE inContact

Your CRM, like Salesforce, helps you manage your customer relationships. CRMs create comprehensive profiles for your existing customers and prospects that can help you serve them better and improve your sales opportunities.

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What Does a One-Stop Shop Mean to You?


What does it mean to do business with a one-stop shop—does it mean working with only one vendor? Does it mean working mostly with one vendor and using a few other third-party applications? Does it mean being free from the restriction of any particular vendor? Customer Experience Innovation

Customize Your Small Business Voicemail Processing


Voicemail tends to get put on the back burner as a phone system feature. There are many ways you can customize your small business voicemail process – we just tend to focus on larger, more involved features a lot of the time. This is easily remedied, so let’s do it.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Part 1: Helping Companies Build Stronger Customer Relationships

Team Support

In November of this year, CIO Review will feature TeamSupport as a Top 20 CRM Solution. They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships.

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5 Steps to Move from Reactive to Proactive Customer Support


87% of U.S. adults want to be contacted proactively by an organization or company and find that it improves their experiences. Right now, your customers’ expectations are at an all-time high.

Top 10 Customer Success Takeaways from INBOUND 2020


For the first time in nine years, HubSpot’s INBOUND conference was not able to hosted as an in-person experience for obvious reasons. Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). .

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Ambient clinical intelligence technology addresses priority concerns for physicians


When COVID-19 struck the state of New Jersey in March of 2020, Cooper University Health Care, a leading academic health system in southern New Jersey, wanted to attract top medical talent and maintain services while protecting patients and hospital staff.

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!

The Contact Center Stack – Here’s what you need to build a modern contact center

Taylor Reach Group

by JD Fairweather. The path to contact center modernization has never been straightforward when it comes to its navigating technology infrastructure. Costly,” “crowded,” and “confusing” are how business owners typically describe the process of selecting the right platforms to power their center. Besides the alphabet soup of acronyms – WFM, CRM, LMS, to name a few – there are also myriad ways to mix and match platforms. First, there are cloud, on-premise, and hybrid software to ponder.

Celebrating Global Diversity Month: Stories of Women From SYKES


SYKES is celebrating Global Diversity Month with a special tribute to the women of SYKES. In this selection of stories, you’ll get to know our employees, how they are making a difference in their roles, and the advice they have for women on a similar path. Marchela Bozhilova.

Why CS & Sales Should be Friends, not Enemies

Education Services Group

As a sales leader in a thriving Customer Success marketplace, it pains me to see the dysfunction that often exists between these two power-house organizations. Is some of that tension warranted? Absolutely.

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10 Tips to Help You Create More Engaging Social Media Videos

CSM Magazine

Social media allows millions of viewers to enjoy your content with just one click! By creating engaging videos, you can build your platform quickly. Here are 10 tips to help you create more interesting and captivating videos. Choose the right titles, thumbnails, and captions.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Yes, There Is A Better Way to Prepare For this Year’s Holiday Season


3 Smart Steps Every CX Leader Should Take Now. In a year marked by countless unknowns, challenges, and unexpected opportunities, brace yourself for a few more rides on the roller coaster. Here come the holidays.

The roots of a healthy relationship


Vincent Manlapaz, in an interview with Jeff Heckler, talks about why CS is the root of a healthy relationship. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

New Report: What is High Priority for Contact Center C-Suites Right Now?


The LiveVox CX Flash Report puts data from hundreds of contact centers to work for your business. Find out what’s driving decision making for C-suites in the new CX report. See the full insights below.

Why Contact Centre Technologies Drive Customer Experience

Connect Managed

‘A good workman never blames his tools’, or so the old saying goes. However, given the opportunity, I’m sure many would happily upgrade their tools if it meant better efficiency and better results.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

“I Do Care” as the Essence of Customer Service

CSM Magazine

When a user contacts technical support, it means that the customer is already at a loss. In most cases, the customer lacks an understanding of how a service or application works. Perhaps, the product is too complex to be 100% understandable at once, or some functions are not convenient enough to use.

Why problem solving matters in the contact centre


In recent years, South Africa has established itself as a prime location for outsourcing services for global organisations operating across industries and sectors. The post Why problem solving matters in the contact centre appeared first on Business Process Outsourcing Services | Merchants CX SA.

Five Instagram Tips to Enhance Your Business’s Presence on Social Media

CSM Magazine

People used to learn about businesses and companies through simple ways: commercials, billboards, and conversations. With the quick changes in technology, especially social media, business professionals have had to think quickly and be expendable.