Thu.Apr 11, 2019



Most agents don’t start out as superstars, though they can turn into them over time. With training and guidance, though, that can happen much sooner. To effectively coach your agents, here are a few tips and practices to try out. Call Center Management

The great spring clean: tidying up your customer feedback

Rant And Rave

After a long winter, there’s nothing like a good clear out to bring some sparkle back into your life. The concept of spring cleaning dates back hundreds of years; households historically needed to clear out the grime from a winter’s worth of indoor fires.

3 Proven Ways to Baby-Proof your Contact Center


It’s imperative in a time of high competition and demand that your contact center is in optimal condition.

Bots in Action: Tips from the Pros

Bright Pattern

Spending on AI has increased significantly in the last few years. In fact, 60% of C-level executives say they plan to increase AI spending by 50% over last year. A common use for AI is deploying bots among emerging channels like chat, in-app, Facebook Messenger, and other social messengers.

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

How to Segment Your Customers to Grow Revenue


While you can’t reach out to each customer individually, it’s nice when you can get as close as possible. The problem is that it’s challenging. You want to provide great customer experiences to every possible customer group, but that’s difficult to do, even with a relatively small organization.

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Why the concept of "The Power of One" is important to your contact center

The Call Center School

How one agent can make a substantial difference. Research has shown that the main reason customers choose not to return is not because of pricing or product issues. Most customers don't return due to poor service. Your frontline agents can make all the difference.

Future of Contact Centers Survey: Tell Us What You Think

Contact Center Pipeline

Consumer expectations are higher than ever. To build a customer experience that will meet those expectations, organizations need to “know them better,” “help them faster,” and “wow them everywhere.” Many companies have elevated CX to the top of the priority list, and along with it, the contact center. Top organizations are integrating new tools and […]. Featured call center contact center

The Complete Guide to Improving Your Customer Success Health Score


An illuminated “check engine” light is scary because it doesn’t offer any solution. There could be any number of reasons why that little beacon has been lit. For many, “check engine” may as well just say “car broken”—and that’s terrifying. The lesson is that our early warning systems are only as valuable as the responses they trigger. This is certainly true of the customer success health scores used to monitor the status of customers.

Change the Conversation: 5 Sales Pitching Lessons from Mad Men


I wouldn’t advocate taking many lessons from the notoriously toxic characters of Mad Men , but there is one exception: pitching.

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4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

Critical Factors to Outbound Lead Generation Success, Part 3: Contact Strategy

Transparent BPO

In the two previous posts in this series, I talked about the need to hire the right agents for the outbound role, train them well, and prepare them to deliver the right messaging to your prospects — all critical elements to generating strong conversion rates.

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Embracing Spring


There are so many things refreshing about Spring time. Just the word itself makes me visualize Tigger from Winnie the Pooh bouncing around in such a playful, optimistic, energetic and rambunctious way.


Culture Report Reveals Executives Disconnected From Reality

Toister Performance Solutions

There's a scene in the movie, Office Space , that gets me every time. Bill Lumbergh, the clueless executive, announces a new culture initiative in an all-hands meeting. "So So you should ask yourself, with every decision you make, is this good for the company?"

What Is a Hosted PBX (Private Branch Exchange)?


PBX is an acronym for “private branch exchange”. It’s basically a way to connect phones in a business to the external public switched telephone network (PSTN) using plain old phone telephone service (POTS) lines. Originally, this was done using dedicated hardware installed within a business’ office, usually in something called the “phone closet”.

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Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

Is Facebook’s privacy pivot all about business messaging?


In a landmark blog post last month, Mark Zuckerberg outlined a new, “privacy-focused” vision for Facebook. The announcement signaled a fundamental shift in strategy for the embattled company in the midst of growing public mistrust and plummeting usage of its core social network.

7 Tips to Manage Customer Expectations


Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited. Eg) Password reset.

Women’s Funding and Women in Business with Geri Stengel

Language I/O

Geri Stengel, author of “Forget the Glass Ceiling: Building Your Business Without One,” chats with multilingual customer support company, Language I/O, about women in tech

Everything You Need to Know About the Best Performance Dashboards


Monitoring and tracking performance is much easier with the right tools. Call centers and customer service departments which still depend on cluttered spreadsheets for managing performance are only making their work harder. Customer Experience CX Culture

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Customer Experience: the Cross-Team Effort

Hello Customer

In the previous episodes of “Leslie Illustrates” we learned how to effectively listen to your customers. This week, Leslie explains us how to leverage this customer feedback to all of the teams in an organization to accelerate the customer experience.

Customer Success Tech Maturity Model


A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. Some think that a CRM should suffice whereas others want to build their own dashboards on top of analytics tools.

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The Value of Taking a Sabbatical

Help Scout

In February I took a month off from work — completely off grid. I asked my teammates to remove my access to Slack and I stopped checking my email. I was totally absent from work for the month. It’s been eight years since I co-founded Help Scout, and prior to February, I could count the number of days I spent “off grid” on one hand. Sure, I take vacations. But even on vacation I spend one or two hours catching up with work every morning. This time it was different.

Don’t Be a Cynic About Retention: Engaging with Your Contact Center Agents Is More Important Than Ever Before


Today’s workforce craves engagement and empowerment in the office. And when they don’t get the engagement they need, they leave. But what is employee engagement in your contact center, and what can you do to keep your agents? Your agents head. Read More. The post Don’t Be a Cynic About Retention: Engaging with Your Contact Center Agents Is More Important Than Ever Before appeared first on Sharpen Contact Center Software. Agent Experience

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

How to Improve Customer Service Support in the E-commerce Industry


We all have heard plenty about the emergence and then dominance of e-commerce over the brick and mortar retail stores. This is not just fluff or random theories. We have data to support these claims.

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Designing effortless customer journeys


Squirrel! Last weekend I got invited to check out a new restaurant in one of the hipster neighborhoods in Seattle. Given that I don’t live in the hipster scene, I typed in the address on my map app and hit the road.

Case Study – Put CX at the heart of your helpdesk


Helpdesk clients should enjoy the same experience as your customers. Yet because the service is tech-oriented, it’s often low on the priority list. Here’s how you can transform your help desk into an employee-first operation AND reduce costs. The post Case Study – Put CX at the heart of your helpdesk appeared first on Business Process Outsourcing Services | Merchants. Case Studies

Explaining the Basics of Unified Communications


For a long time, businesses relied on landlines to ensure the efficiency of their business communication. Soon, email, texting and instant messaging arrived, and advanced written communication became an intrinsic part of how businesses connected. Still, it would be ideal if technology were able to integrate all these different platforms—from voice to messaging to video—to create a singular, streamlined platform employees could rely on. This is where Unified Communications (UC) comes in.

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.