Mon.Apr 06, 2020

Easy Ways You Can Reduce Answering Service Costs

Ambs Call Center

We’re all trying to tighten up expenses during this crazy time and the family at Ambs Call Center is here for you. Learning about ways to streamline your account can dramatically reduce your answering service costs. All without affecting the service level to your customers.

What Does ‘Omnichannel Customer Engagement’ Mean?


There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring to what people are calling ‘omnichannel’.

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The three secrets of work from home productivity


Because 95% of our team works from home and we have been working this way for over 15 years I feel confident that I can help people to understand what it is really like to build a work from home strategy


5 Top Customer Service Articles For the Week of April 6, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Why Encouraging Social Goodwill Cultivates Employee Engagement and Improve Customer Experiences

Satrix Solutions

More than ever, businesses are being asked to play a central role in tackling complex societal challenges. To make a meaningful impact, employee and customer engagement are the key.

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6 of the Best Apps for Remote Contact Center Teams


At a time when many business owners are removed from face-to-face interaction with their clients — hospitality, food, retail etc. — it’s becoming more and more important for companies to engage with their customers.

Medical Practice Benefits from Partnering with a Call Center


Every medical care institution, company or practice needs a reliable and robust BPO provider or call center service. The partnership of the two is one that will determine the success of its future.

How should agents handle calls when customers are sharing their concerns about the Coronavirus pandemic?

DMG Consulting

Question: How should agents handle calls when customers are sharing their fears and concerns about the Coronavirus pandemic – or other personal issues, for that matter?

When “Virtual” is Better:


A Handful of North American Call Centers Step Up to Fill the Need. In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home.

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.

Supporting Collaboration with WFH is a Team Effort

Jon Arnold

That’s the title of my latest post running on BCStrategies. As a BC Expert , I’m a regular contributor, and this time around, I wanted to share takeaways from a webinar I was on last week.


Campaign Monitor empowers marketers worldwide with Talkdesk technology


Campaign Monitor is a global technology company that provides an email marketing platform that’s easy to use yet extremely powerful, giving more than 250,000 customers the email tools to make lasting impressions on their audiences.

Tenfold Powers Salesforce High Velocity Sales (HVS) with Native CTI for more than 100 voice platforms

Tenfold - Contact Center Blog

Tenfold provides Advanced CTI for Salesforce High Velocity Sales (HVS) giving enterprise companies and global teams the solutions they need to enable this high-powered offering from Salesforce with fully integrated voice.

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Self-Service in the Modern Call Center: Key Considerations for Technology and Strategy

NICE inContact

With technology’s rapid evolution, convenience and self-service from decades ago don’t quite measure up to today’s expectations. The days where a simple IVR system did the trick are long-gone. Today’s consumers want more convenience — and they’ll take their business elsewhere to get it.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Introducing the XM Professionals Network Online Forum

Customer Experience Matters

XM Institute is launching the XM Professionals Network Online Forum, (XMPN Online). The goal is to help XM professionals around the world connect with each other, learn from each other, and tap into the latest thinking from the XM Institute.

Wellbeing Leadership Suggestions to Fight with COVID 2019

Etech GS

This is an unprecedented moment worldwide. We should come together and fight this battle against the novel coronavirus with a sense of responsibility and keep calm throughout.


3 Benefits a Customer Success Platform Provides Remote Teams


For many of us in SaaS-based businesses, the recent uncertainty surrounding the COVID-19 pandemic means that, while our offices are closed, we’re working from home full time.

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Prepared to Work Remotely?

Abby Connect Virtual Receptionists

With the global health crisis of COVID-19 it's up to all of us to find ways to not only endure this chaos but to uphold our way of life and support our fellow human beings. So, you're probably wondering, how can I support anyone, even myself, with all this social distancing?

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.

Measuring Customer Satisfaction With NPS, CSAT and CES Scores

Advantage Communications

Keeping track of customer satisfaction and loyalty is key to a successful business strategy, and it will give your organization vital feedback on how your customer service is performing and which aspects you can improve upon to create a competitive advantage. Customer Service Trends

Mobile gaming: unauthorized spending increases with people at home


With more and more companies providing work-from-home possibilities, and children spending more time at home during school breaks, many tend to fill the time previously spent commuting or at after-school activities on picking up new or old hobbies.


Webinar: Lessons Learned in Rapid Migration to Remote Based Work


The second Thursday of each month, Aspect partners with the Aspect Software User Group Association (ASUGA) to bring topics from thought leaders around the world and Aspect product experts.

Covid's Work-at-Home Impact on Financial, Insurance & Medical


The Covid-19 pandemic has radically changed the day-to-day working landscape of the Financial, Insurance and Medical industries. While its impact on Medical may seem a bit more obvious, there are various scenarios which you may not be thinking of.

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The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

PMCTreize Generali sets up remote working model in 48h for its contact center agents thanks to the flexibility of Vocalcom Cloud solutions


As the COVID-19 crisis settles in everywhere in the world, companies are confronted by new challenges with regard to maintaining their business operations while preserving the health of their staff.

Steps to Gain Competitive Intelligence For Your Business

Ann Michaels and Associates

Gaining insights as to what your customers experience on the path to purchase is more important than ever. One bad review online, one lost email, or a phone call message that was never returned can break any business. It gets a little trickier when you are a B2B company.

Waterfield Technologies Announces the Acquisition of Forty 7 Ronin

Waterfield Technologies

Accelerating CX in the Contact Center Tulsa, Oklahoma – April 1, 2020 –Waterfield Technologies (WTI), a leading enterprise software and professional services organization providing voice and conversational AI solutions that […]. The post Waterfield Technologies Announces the Acquisition of Forty 7 Ronin appeared first on Waterfield Technologies. News Acquisition customer engagment CX

Business Operations under COVID-19


Business operations do not necessarily have to come to a complete stop during the COVID-19 global health emergency. The coronavirus known as COVID-19, no doubt, caused the amendment or outright modification of more than a few business plans.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.