Fri.Sep 10, 2021

Is it too early to talk about The Grinch?

Enghouse Interactive

I’d like to talk about The Grinch. Whether it’s the character from the 2018 or 2000 movie or the 1957 book, we know him as the cynical and bad-tempered creature who can’t stand Christmas, tries to steal it and generally puts a dampener on all things jolly and festive. Here’s why: His behaviour may remind us of the customers we encounter from time to time. The grumpy, angry, and exhausting ones. We can relate to him.

Reduce Churn: Craft Customer Success Compensation Plans That Attract Top Tier Talent


There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization.


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Guest Post: Customer Experience: Expectation vs. Reality

Shep Hyken

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before.

How to make digital self-service amazing

NICE inContact

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves? NICE CXone AI Customer Experience

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

The quest for comparison: Measuring your customer effort score against the competition


If you’re like us, you’re dedicated to being the best at what you do. Customer effort? Reduced. Sales quotas? Crushed. An annual office chili cook-off? Bring it on. There’s no mountain the driven among us won’t climb.

More Trending

4 Steps to a Successful Outsourced Contact Center Launch

Advantage Communications

Are you looking to outsource your customer service program to a strategic partner? If you’ve outsourced any of your business functions before, then you’ll know just how important a seamless plan is to the success of that partnership. Contact Center

Top 3 Reasons Why Call Centre Workers Have One of the Highest Turnover Rates

CSM Magazine

Over five million people globally work as call centre agents, including 1.3 million people in the UK. Many of them face challenges according to a new research report from artificial intelligence (AI) firm ASAPP, CX: The Human Factor.

Structuring your Customer Success team


We’re back! It’s time for another post in our series, This is Digital Customer Success , where we set out to get clarity on all things Digital CS. In our last post, we talked about the metrics that matter in your digital-led approach.

Regional Contact Center Associations

Contact Center Geek

There’s a question I regularly get, it’s one that I really enjoy answering. It usually sounds like this, “I have a new person leading our contact center… where should they go to get help on how to run a contact center?”

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

5 Reasons Why You Need a Retail Call Center


The most important thing that your business has is customers, because without customers you would not have a business. Customer service is vitally important when it comes to keeping your customers happy, satisfied, and coming back for more.

Should I Add Email to my Telemarketing Strategy?

Quality Contact Solutions

Regardless of how you feel about telemarketing, the? results speak for themselves. Telemarketing is relevant and very effective. However, that doesn’t mean that telemarketing as a stand-alone tactic works for every business.?

How Call Center Software Affects the Customer Experience


Many factors go into the success of a call center and how the wheels turn. The post How Call Center Software Affects the Customer Experience appeared first on TCN. Agent Efficiency Cloud Call Center Software Customer Service

Enterprise Connect - Preview of My Speech Tech Update on BCStrategies

Jon Arnold

Before you know it, Enterprise Connect 2021 will be here, and I’m back for my 4th annual update on the state of speech tech in the enterprise. This is just one of many things being transformed by AI, and this time around, I’ll be taking a future-forward look at what’s coming.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!


Myra Golden Media

We had high hopes – and big plans – to reconvene and reconnect at ACX’21 in Arlington, VA, but remember the saying about best-laid plans? Now we’re meeting OCTOBER 26-27 for a FREE online event packed with insightful learning and new opportunities to engage and interact. .