Wed.May 12, 2021

The State of Customer Self-Service


Whether it’s using the self-checkout station or resetting your password, one thing is certain — customers love self-service. Or perhaps, they hate waiting even more.

The Massive Gap Between Customer Expectations and Organizations’ Ability Post-Pandemic

Beyond Philosophy

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance.


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Happy Birthday, TechSee!


Getting up close and personal with the founders of Techsee, Eitan and Amir .

What’s Normal for Us Can Be Amazing to Others


During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If If you’ve been following my work, you already knew that.).

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.

Turning Disruption into Opportunity

Contact Center Pipeline

For contact centers, the proverbial genie is out of the bottle. While the development and distribution of effective COVID-19 vaccines has put the global economy on track toward normalcy, the way contact centers operate—and the art of the possible—has been altered permanently.

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TSIA Interact Spring 2021: Key Takeaways

Education Services Group

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names.

Aspect Software Announces Merger with Noble Systems

Call Design

New combined company will expand its global reach in the Customer Experience technology space. Westford, MA. May 10, 2021.

Top Three Characteristics of a Connected Enterprise

CSM Magazine

What does it mean to be a Connected Enterprise and does it really matter? Ross Daniels at Calabrio believes it’s a great aspiration for all modern organisations and presents a unique opportunity to elevate the status of the contact centre.

Defining Digital Customer Success (and how it’s different from “traditional” CS)


Welcome to our new blog series – This is Digital Customer Success. In this series, we’ll talk about what Digital CS is, what’s required to build a Digital CS program, team structure and responsibilities, metrics, and so much more!

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.

Robotic Process Automation (RPA) vs Artificial Intelligence (AI)


Undoubtedly, science has gifted us with many boons and has proved the ‘impossible’ as ‘possible’. Driving never-seen-before productivity, efficacy and proficiency have only become a reality due to the benefits of Artificial Intelligence and Robotic Process Automation in the workflows.

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Alvaria Software Announces Merger with Noble Systems

Call Design

New combined company will expand its global reach in the Customer Experience technology space. Westford, MA. May 10, 2021.

Best places for customer service certification & training


Learn why earning a customer service certification will benefit your business and find organizations offering training and certifications. Guides

Putting the ‘e’ in e-commerce

TMP Direct

Running an e-commerce store can be a great business opportunity, especially during a pandemic, as many have learned this past year. In 2020, an estimated $1 out of every $5 spent on retail was transacted online.

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!

Offline Messages: How to Engage Customers When Agents Are Away


A live chat tool can help you engage with customers, but it’s only effective when your agents are available to chat. If customers try to interact with a live chat feature and can’t reach an agent, they’ll probably be confused, if not frustrated. Offline messages can help you avoid that scenario.

What is Sales Enablement : The Definitive Guide


Sales enablement is the key to unlock the full potential of your sales reps. Equipping sales teams with the right tools, resources, and techniques increases your likelihood of converting leads. Having a skilled sales team is good.

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What Does an Omnichannel Lending Journey Look Like?


Traditionally, financial service organizations have taken a lender-centric approach to their strategy. Big data, social media, and shifting purchase methods have driven financial services to refocus that strategy, though. Today, a more customer-centric approach is required.

How to Start a Virtual Call Center: 5 Top Tips


What’s not to like about virtual call centers? They’re cheap to set up, let you scale quickly, and agents love them. And best of all – opening one is surprisingly easy to do. Here’s all you need to know about how to start a virtual call center. What is a Virtual Call Center?

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

How fans of brands can improve your customer experience ROI


At 5CA we believe the CX that we offer is superior because it’s fan-made. We think it’s better for the customers of the businesses we partner with, but we also think it’s better for our clients’ own bottom line. And we can prove it.

Flexibility in Call Centers Could Improve Agent Performance


Your company can have the best products or services available and still not be successful due to poor marketing efforts. Agent performance is one of the most important key performance indicators (KPI) , particularly now that so many employees are working from home at least part of the time.

Concentrix Revenue Growth Services


Introducing Concentrix Revenue Growth Services, combining analytics, technology and a high-performing sales culture to drive revenue and CX outcomes at all stages of the customer lifecycle. The post Concentrix Revenue Growth Services appeared first on Concentrix. Videos Resources Video

Discussing the benefits of Voice Assure In-Country


Businesses often use voice communications as a key interface to assist their customers around the world. These calls can include high-value purchase decisions, addressing complex support needs, and providing in-depth technical support.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Sales Talent and Culture Core to Growing Partnership


Discover how Concentrix enabled a global software and services leader resolve high customer churn for its cloud-based offerings, leading to innovation and best practices being embedded across the client’s global sales operations.

May 12 – Customer Success Jobs


Role: Director of Customer Success – Resware Location: Austin, TX, US Organization: Qualia As a Director of Customer Success, you will be responsible for leadership, management, and accountability for the Customer Success team.