Wed.Feb 12, 2020

5 Call Center Training Best Practices


Great customer service agents form the backbone of every successful call center operation. However, enthusiasm, commitment and top-notch performance on the job are not cultivated in a vacuum.

The Consolidation Trend Will Further Hurt Quality in the Contact Center

Contact Center Pipeline

I was talking to Jay Minucci, a long-time industry veteran, consultant to the industry, and contributor on these pages. He was telling me about the trend he’s seeing with his large clients—that consolidation is preferred because it’s becoming too hard to manage too many contact center vendors.

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How to Onboard a New Employee More Efficiently


We all know that onboarding is important. It sets the tone for new hires and can make or break their experience at a company. It’s not surprising that during this ramp period employees are at the highest risk for turnover.

The Worst Thing That Happens Is Your Customer Loves You


What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Are you that good? Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what!

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Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

What are Customer Service Skills?

Customers That Stick

What are some key customer service skills? I’ll give you three that are more specific than just “good communication” or “empathy” and are crucial for any person working with customers. Active Listening. First is active listening.

More Trending

Happy Valentine’s Day


There are so many Valentine’s Day legends and myths floating around the Internet. In ancient times, for example, the first bird a woman saw on Valentine’s Day revealed characteristics of the man she would marry.


Our 10 (OK, 11) Favorite Sales Influencers of 2020

Integrity Solutions

Many sales influencers are doing great things, but we wanted to shine a spotlight on a few of our favorites, those whose viewpoints align well with ours and can help motivate you and your teams to perform better in 2020. . by Will Milano.

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What is Voice as a Service (VaaS)?

NICE inContact

If you’ve been a part of the cloud communications industry over the last 10 years, you’ve no doubt come across the acronym for as-a-service (-aas).

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We need to better understand shoppers. Because retail is in crisis. Investment in bricks and mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000 high street stores are empty , that’s a whopping 10%.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

How to Improve Digital Customer Experience in Banking

REVE Chat Blog

Customer experience has reached a level of paramount importance in recent years, and customers no longer view their experiences in an industry-silo. Instead, they compare their experience to leading firms in other industries. .

3 steps to infusing AI in the contact center


Crawl-walk-run, introducing three specific ways to improve your contact center. Crawl: How can we enhance IVR performance?

A Guide for B2B Community Managers Everywhere


Here at inSided, we talk a lot about online communities and the benefits they bring to SaaS companies looking to reduce churn, increase retention and boost customer engagement.

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Introducing SYKES Quarterly Newsletter, New Thought Leadership Newsletter


With our inaugural issue complete and subsequent issues already in the works, we’re pleased to announce the launch of SYKES Quarterly!

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

The 5-Point Customer Experience Health Check for Contact Centers


The 5-Point Customer Experience Health Check for Contact Centers. Often when thinking about customer experience most of the thought is dedicated to the online experience, but what about the contact center?

6 Ways Banks and Financial Institutions Can Better Manage Complaints

Wowdesk Blog

Banks and Financial Institutions play a great role in everyone’s life. They offer plenty of services that help in the efficient running of the economy, offer finances to business owners for their expansion and growth, enables the public to deposit money and avail other financial services, and more.

The History of the Telephone

Abby Connect Virtual Receptionists

The date was March 10, 1876, and the Scottish born American inventor, Alexander Graham Bell, was hard at work on his latest invention when a breakthrough with "the instrument" he was working on occurred. "Mr. Watson, come here - I want to see you!"


Better Together: Playvox QA and Salesforce Service Cloud


Playvox quality assurance software is now available on the Salesforce AppExchange , offering Salesforce Service Cloud customers the ability to enhance their customer service capabilities quickly and easily. Playvox Updates

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Napping at Work, Is It the Next Office Perk?

CSM Magazine

In Spain, it’s practically mandatory to enjoy a siesta each day. You see, they were smart. They realized early on that after eating lunch, your body becomes lethargic and won’t be of much use anyway.


CXNext Live: How Spartan Race Takes CX from the Digital World to the Racecourse

bold360 Blog

Most CX strategies don’t require getting in the mud, literally. Not so with Spartan, creators of obstacle course races worldwide.

How to Inspire Your Team to Achieve a Better Customer Experience

CSM Magazine

Too many businesses still believe they are selling products, but this is no longer the case. What your team is selling today is service. Customers can go to various businesses, including online, to buy the same items you sell.

Outbound Call Compliance and Automated Dialing - Friends or Foes?


For outbound call centers, compliance with government regulations regarding consumer privacy and protection is essential. Noncompliance won’t just get your center into hot water - it can get your business shut down and land you in major legal trouble.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

How Chatbots Are Your CX Missing Link

CSM Magazine

Successful eCommerce depends on giving customers a pleasant experience from the homepage to their shopping cart, which can be tough to manage. Sourced from

Expansion Selling: A Proactive Data-Driven Strategy Framework

CSM Practice

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. Since existing customers are usually more willing to buy, companies typically offer additional solutions and features in the form of upsells and cross-sells.

Beat the High Street: 4 Tips to Keep Your Store Afloat

CSM Magazine

It’s no secret; the high-street is struggling. In fact, that’s putting it mildly. Every week we seem to hear countless stories of businesses either struggling to stay afloat or worse still, closing their doors.

Customer Experience Examples from Lyft: 7 Ways The Company Soared to the Top of Charts and Gained a Loyal Following [Monthly Brand Crush Post]


In the eyes of your customers, only 12% of brands have made significant improvements to their customer experience over the past several years. Companies race to outpace competitors, but it seems fewer do so with customers (not dollar signs) on their mind.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

Unlocking customer insight with technology


Date: Wednesday, February 12, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI Unlocking customer insight with technology. Published on: February 12, 2020.

Customer Experience Examples from Lyft: 7 Ways The Company Soared to the Top of Charts and Gained a Loyal Following [Monthly Brand Crush Post]


In the eyes of your customers, only 12% of brands have made significant improvements to their customer experience over the past several years. Companies race to outpace competitors, but it seems fewer do so with customers (not dollar signs) on their mind.

2019 Gartner Market Guide for Voice of the Customer Applications


Concentrix is recognized by Gartner for its VOC solution. The post 2019 Gartner Market Guide for Voice of the Customer Applications appeared first on Concentrix. Research Resources