Fri.Jan 08, 2021

Guest Post: How COVID-19 Has Impacted the Progression of Contact Centres


This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic.

The Light At The End of The Tunnel: Reimagine Your Customer Experience

Beyond Philosophy

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change.


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ChurnZero’s 10 Customer Success Leaders to Watch in 2021


Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction.

5 Common Reasons for Customer Churn (And What to Do About Them)


Customer churn, often referred to as customer disloyalty, refers to the customers who stop doing business with you, stop using your company’s product or service, or otherwise “leave the table.” Adios. Au revoir.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

New Report: Ahead of STIR/SHAKEN, Few Contact Center Leaders Feel Prepared


In an effort to learn about the robocall risk mitigation strategies organizations have or plan to enact in preparation for STIR/SHAKEN, LiveVox surveyed over 300 contact center professionals at the C-suite, VP, Director, and Manager levels to gauge their understanding of the upcoming June 2021 FCC mandate.



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10 Tips to Help You Manage Remote Customer Service Agents

CSM Magazine

The COVID-19 pandemic has changed the way we live and work beyond measure. With social distancing and travel restrictions in place, organizations have been forced to look at different ways of operating their businesses. Work-from-home employees are the new normal.

Jan 08 – Customer Success Jobs


Role: VP of Customer Success Location: Greater Chicago Area, US Organization: Lucas James Talent Partners As a VP of Customer Success, you will act as the Executive Sponsor for multiple fortune 100 clients. Develop and foster executive level relationships within clients.

The Art of Implementing a Chatbot Within Your Call Center


Chatbots are presented as real solutions to improve customer experience in call centers. This is why, they offer concrete answers to real problems for both agents and customers. Then, what are the stakes of this form of artificial intelligence and its assets?

Why Choose Global Response?

Global Response

There are many options to choose from when it comes to partnering with a call center. While there are many different factors to consider when doing so, the training process that the more. The post Why Choose Global Response? appeared first on Global Response. Culture and Leadership Global Response Blog

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!

Practical ways to reduce hidden contact centre costs


Date: Friday, January 8, 2021 Author: Pauline Ashenden - Demand Generation Manager Practical ways to reduce hidden contact centre costs. Published on: January 08, 2021.

Closing the Sales and CS Training and Development Gap – Part 1


Sarah talks about how investing more in the area of your company that is influencing the most growth will grow you business more productively. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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What Makes (V)WeCare a Top Call Center Outsourcing Company


(v)WeCare is a customer service outsourcing company that provides high-quality support to a variety of industries across a variety of communication platforms.

5 ways to eliminate hidden costs in your contact centre

Enghouse Interactive

As we start 2021 it’s the perfect time to focus on resolutions for the year ahead in both our business and personal lives. So, after a challenging 2020 how can contact centre operations be improved – particularly when it comes to reducing hidden costs while still delivering great service? We’d recommend starting the year by carrying out a health check into your systems and processes, focusing on these five key areas: 1. Improving the agent experience.

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!

5 Critical Back Office Support Services Mistakes You Should Not Make in 2021

Back Office Centers

Back office support services are no longer considered useless. It has to do with the change in mentality brought about by convoluted business operations these days. The amount of data generated everyday by business operations can be hard to manage, if you do not take care of your dedicated back office support service department. It can lead to mistakes, which can be ultimately be fatal for your business. 5 Common Back Office Support Service Mistakes You Should Avoid.