Wed.Oct 14, 2020

Five Key Decisions for Buying Contact Center Technology

Contact Center Pipeline

In earlier writings, I’ve offered up guidelines for purchasing cloud technology that focus on pricing, service level agreements, and the statement of work. But what if you don’t know if you are ready to go to the cloud? Or what if you want to leverage what you’ve already got?

Ritualizing the Customer Experience


I love hanging around smart people, and my friend Todd Hartley is one of the very smartest. He runs WireBuzz , an agency that uses videos to help their clients sell and service their customers, clients, guests, etc.

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Shifting to the New Hybrid Work for Contact Centers


What will contact center work environments look like in the coming months? Remote workers, in-office workers, a combination?

Gamification Alone Can’t Modernize Customer Communities


Customers are hungry for meaningful interactions – both with your brand and with other customers – and community managers need to make the experience simple and painless.

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!

How To Deal With Angry Customer?(All Types & Situations)


Did you know when is the toughest test for a customer service agent? Well, that's when handling an angry customer. Customers that are at the peak of their emotions and not ready to listen to any of your answers.

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Online Chat Customer Service: Enhancing the Agent Experience


Providing quality customer service is paramount to running a successful contact center. Disgruntled customers are more likely than happy customers to tell people about their experience This statement is based on a study conducted for Coca Cola by TARP in 1980.

Mapping Your Contact Center Strategy to Changing Customer Behavior

NICE inContact

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility.

BIG RYG: Key Takeaways

Education Services Group

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If

How to improve online sales with digital feedback


How to apply the ask, analyze, and act framework to gain rapid insight into the online purchasing funnel and improve sales. Guides

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!

Finding Real Experts in the Age of LinkedIn

Taylor Reach Group

By Colin Taylor. In the age of Linked In, everyone claims to be an expert and the challenge for most people is how do you tell the real experts from the self-appointed? I would humbly suggest that there a few factors to consider; What have they done and where (locations and verticals)?

3 principles to tackle the emerging debt collection crisis


The economic downturn caused by the coronavirus is bringing back a part of the 80s no one was feeling nostalgic about: the spike in debt.

Part 2: Enabling Collaboration of Customer Support Teams in Remote Environments

Team Support

In Part 1 of this blog series, we introduces why it’s more important than ever to revisit how to keep customer support teams engaged with each other and what tools will help enable collaboration and keep agents motivated and excited about providing excellent support to their customers.

Why Your Customers Deserve a US Based Call Center Representative


When customers contact customer support, it is usually because they are not having a great experience with your product or service. For this reason, you need a conscientious, empathetic, and intelligent person on the line representing your company.

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.

HoduCC Zoho Phonebridge Integration Ties it Together Neatly and Improves Productivity for Call Centers


Modern contact center software may have integrated CRM, which makes life easier for agents. However, portmanteau, all-in-one software may have inherent drawbacks. Further, the software is developed specifically for a purpose. IP PBX does what it is supposed to do: make and receive calls.

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The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It Worked on My Husband!)

Myra Golden

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It It Worked on My Husband!) The technique is: Here’s what we know Here’s what we’ve done Here’s what’s next Grab the worksheet I mention right here.

Leveraging Live Call Monitoring to Achieve Excellence


Call centers face a lot of competition from companies around the world. Reaching and maintaining an excellent level of service has become increasingly difficult now that so many agents work remotely. Leveraging the benefits of live call monitoring, however, could help you surpass your previous KPIs.

Steve Bederman: The World Is Built on a Consumer-Based Approach to Relations


Steve Bederman was invited on the Customer Experience Superheroes podcast, moderated by Christopher Brooks, where he shares his lifetime experience in the contact center industry and discusses the crucial difference between Leadership and Management.

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!

PFRDA allows intermediaries for Video KYC


After IRDAI gave the nod to insurers for Video KYC, now PFRDA has allowed the intermediaries for Video KYC.

Spearline Podcast | Season 2 Episode 5: The impact of Fax and SMS on businesses with Michel Colaci


For more information, In the latest episode of the Spearline Podcast, Kees and Josh are joined by the owner and founder of Screenzest Michel Colaci. We discussed the benefits of different communication services such as Fax and SMS messaging, how they benefit businesses, and more.


Remote Agent Recording is Now Imperative


According to Gartner Group, "71% of contact center agents are currently working from home." Gartner also reports that "35% of the customer experience workforce will work from home by 2023, up from 5% in 2017.".

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How to Coach the Coaches: What You Can do to Improve Your Coaching Skills to Help Supervisors and Agents Boost Satisfaction in Your Contact Center


When I worked my first customer-facing job, I was on the verge of quitting every other week. The pay and benefits were good, the hours were flexible, many of my co-workers were fun. So what was the big deal? My supervisor.

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.

Shift to Apple Business Chat Cuts Handle Time and Repetition


Learn how a leading mobile telecom brand is using Apple Business Chat to build a stronger bond with its customers and improve its business results. The post Shift to Apple Business Chat Cuts Handle Time and Repetition appeared first on Concentrix. Case Studies Resources Case Study


Maximize student reflection during remote teaching and learning


Increased demands on teachers call for high-impact practices that empower and engage students in all new ways. In FreshGrade Connect, the world’s most powerful portfolio is built for meaningful student reflection no matter if you’re teaching remotely, in the class, or both.

Standard operating procedures (SOPs), adherence, and extraordinary results


Standard operating procedures (SOPs), adherence, and extraordinary results. Decision Trees Knowledge Management

Oct 14 – Customer Success Jobs


Role: Vice President of Customer Success – Financial Services Location: Chicago, IL, US Organization: XSELL Technologies XSELL Technologies seeking a Vice President of Customer Success to support the Financial Services Industry.

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.

How to reduce average handle time in a contact center


How to reduce average handle time in a contact center. Customer Experience AHT

A Day in the Life of an Account Manager


If you have been reading our blogs regularly, then you know that we write extensively on Customer Success. And the most widely known role in customer success is the customer success manager (CSM). But this blog is specifically about an account manager (AM).

Brand Move Roundup – October 14, 2020

C Space

The Brand Move Roundup – October 14, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Tweet. In early March we began reporting daily on how brands were dealing with Covid-19. But it’s become clear that the current climate is one of near-perpetual disruption, so we decided to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world.