Wed.Nov 18, 2020

24 Experts Reveal the Single Worst Thing a Contact Center Agent Can Do During a Call


Talking to customers on the phone all day isn’t an easy job; that’s why it takes a special set of skills and characteristics to be a successful contact center agent. Even top-performing agents have bad days, though, and sometimes, things that are considered standard practice can frustrate customers.

The Loyalty Question 2.0


If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime.

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Tips for Onboarding New-Hires Remotely

Contact Center Pipeline

I’m no stranger to remote work. I’ve been onboarded remotely and have onboarded remote employees before. But I have to say I’ve never been a part of onboarding someone fully remote—with my onboarding partners-in-crime also being remote—in the midst of a pandemic.

Adopting a “One to say yes. Two to say no” Policy in the Contact Center

Customer Service Life

Image by Gerd Altmann from Pixabay. I was trying to remember where I originally heard or read the concept, “One to say yes. Two to say no.” ” Of course, it was on Shep Hyken’s blog some seven or so years ago.

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!

Edify Huddle Named a Finalist in the CRN 2020 Tech Innovation Awards


Contact: Liz Cahill for Edify Labs. PR Press Release Technology Awards Edify Labs Award customer experience award

More Trending

9 Easy Ways to Get the Most Out of Your Telephone Interpreting Experience

Certified Languages International

For anyone who uses telephone interpreters, you’ve probably had at least one experience where you felt like something was “lost in translation.” And it’s not only because you and your customer are communicating in different languages.

4 Attributes to Look for When Hiring New CSMs


In 2020, customer success has become one of the most critical positions in any SaaS organization. With so much confusion and uncertainty across every single industry, an experienced, clear-headed CSM can be the defining difference between a reassured customer and a churned one.

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The Top Challenges for Fintechs in 2020


Fintech funding set a record in the U.S. in 2019, securing investments of nearly $60 billion.

Digitizing Back-end Systems Will Drive Customer Experience (CX)

Advantage Communications

To win the digital race and jump ahead of their competitors, many organizations are transforming their front-end systems and offering the latest and most innovative technologies to ensure their customers are both satisfied and loyal.

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!

Clear skies for cloud-based radiology innovation with PowerScribe One and Nines teleradiology


PowerScribe One is the cloud-based centerpiece of our portfolio of diagnostic imaging solutions.

My Latest for Upstream Works - Pandemic Implications for CX and the Contact Center

Jon Arnold

I’ve been doing work for Canadian contact center provider Upstream Works for a few years now, and we’ve got a new Insight Series going. Main focus is about the impact of COVID-19 on the contact center as well as how CX is changing as a result.

Palletizing Robot- Machine Handling Tasks in the Factory Best Left to Robots

CSM Magazine

Robots have become one aspect of manufacturing that evolves with the industry. Changes in the makeup and the work that robots do define the manufacturing industry. In the technology age, robots have transformed and are leading in the manufacturing changes defining these eras.

Nov 18 – Customer Success Jobs


Role: Director, Customer Success Location: Toronto, Ontario, Canada Organization: Book4Time Inc. As a Director of Customer Success, you will assume direct responsibility for a handful of extremely strategic customers in providing a white-glove level of Customer Success.

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.

Top 3 Ways to Make Your Home Office Productive

CSM Magazine

Modern problems require modern solutions: as the lockdown has proved, many businesses are now utilizing the internet to send their employees to work remotely.

Good News, A Few Surprises, and a Lot of Pressure


A CX Report Card from 4,000 retail customers. In a recent study, business communications company Mitel® surveyed more than 4,000 consumers to get a clearer view of how the pandemic has been shaping customer experience and expectations. As I read through their summary, I found plenty to celebrate.

Turn Customers Into Fans With Help From a CX Rockstar

CSM Magazine

The pandemic has changed how contact centres operate. Agents working from home and changes in customer expectations are just two of the challenges that organisations face.

Perfect Sales to Customer Success Handoffs: The Essential Guide


So now you have gotten over the customer acquisition stage and want to perfect the succeeding stages. Your marketing and sales team has made numerous promises to the customer. The customer, after getting convinced of all the future opportunities, has decided to purchase your product. So far so good!

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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!

Best Collaboration Tools for Businesses

CSM Magazine

Business in the web 2.0 era is all about increasing and getting the most out of collaboration.

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SaaS Customer Marketing: Top 10 Strategies


The school of marketing teaches you the subtle art of enticing and converting prospects. In the SaaS industry, the whole ball game is about turning a prospect into a potential, loyal brand advocate.

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The Many Advantages of Modern and Open Call Center Platforms


Despite their limitations and continued decline, closed call center software solutions still exist, even though they can be difficult to modify, support and integrate into an existing telephony environment.

10 Essential Tips to Achieve Customer Excellence


The expectations of the customer are on the rise. In such a scenario, it is much-needed to be on par with their taste. And that is why you must zero in on pursuing customer excellence. The term simmers down to emphasizing efforts to generate front-end changes that surface perfection.

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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 the community in empowering your customers and generating value for your business.

4 Reasons to Put Your Data to Work: How to Use Customer Insights to Enable the Omnichannel Experience in Your Contact Center Today


Ask any contact center leader for data and you’ll likely end up with a hefty pile of metrics and analytics. Most companies can pull up copious documents, spreadsheets and reports with endless data and analytics. But too often, that data just sits there, gathering digital dust.

How Fit Is Your Digital Experience Strategy?


Refine your digital roadmap with insights from our latest research. The post How Fit Is Your Digital Experience Strategy? appeared first on Concentrix. Webinars Resources Webinar


Outbound Call Center Services: Helping Home-Based Agents Succeed


The effects of COVID-19 have transitioned agents from the workplace to the home office. The post Outbound Call Center Services: Helping Home-Based Agents Succeed appeared first on TCN. Outbound

Distribution Talk: Jason Bader Interviews Martha


NEWS: Jason Bader interviews Martha Brooke about Surveys in Pandemic Times. Nov 11, 2020: Jason Bader, Supply Chain & Distribution Thought Leader interviewed Martha Brooke about customer surveys and how to get an objective read on your company’s performance, especially considering COVID times.

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.