Wed.Dec 01, 2021

How Contact Center Insights Can Improve Enterprise Operations

Contact Center Pipeline

What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold. No, I’m not insane… at least I don’t think so.

Buyers Guide: How to choose the best customer service software


Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business


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Lots of Exciting News!


This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30).

The Three N’s of Employee Fulfillment

Shep Hyken

In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

How to Bring Agile Innovation to Customer Success


When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation.

More Trending

Breaking Down the Customer Success Trust Equation


As CSMs, we all want to establish a baseline of trust and security with our customers. Customers should feel comfortable and open to sharing any issues or concerns they may have.

Customer engagement predictions 2022: Four trends that will define CX next year


We’ve seen a lot of things change in customer engagement this year. Customers are using a broader range of channels—up to 10 channels even in a single inquiry—and still expect seamless, personalized experiences.

FREE Studio Hold Greetings for the Season


How To Put The Snap Back This Holiday. No one likes to be on hold, but when it does happen, it is always a pleasant surprise to the ears when the voice on the other end isn’t a repetitive and emotionless-sounding generic Autobot. Nobody enjoys that.

Keeping Your Customer Focus and Investing in your Agents Through the Rest of the Busy Holiday Season


There’s something about Christmas lights glimmering on every house and Christmas music playing in every store that makes me want to stay cozy at home, watch It’s a Wonderful Life , and avoid doing work. Is it just me?… … I don’t think so. It doesn’t matter what kind of job you work.

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

How Generation Z Employees Will Save the World

CSM Magazine

As life returns to normal, now is the perfect opportunity for employers to re-think their workforce strategy.

Spearline announce acquisition of leading WebRTC testing provider, testRTC


Dec 01 – Customer Success Jobs


Role: Head of Customer Success Location: Remote, United States Organization: Narrativ As a Head of Customer Success, you will build, manage, and coach a team of Customer Success Senior Directors, Directors, and/or managers including regular 1:1s, radical candor feedback in the moment, performance reviews, and career planning conversations.

FREE Studio Hold Greetings for the Season


How To Put The Snap Back This Holiday. No one likes to be on hold, but when it does happen, it is always a pleasant surprise to the ears when the voice on the other end isn’t a repetitive and emotionless-sounding generic Autobot. Nobody enjoys that.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Toyota is Prototyping the City of the Future

C Space

Toyota is Protoyping a City of the Future. Akio Toyoda, President, Toyota Motor Corporation. 3

FREE Studio Hold Greetings for the Season


How To Put The Snap Back This Holiday. No one likes to be on hold, but when it does happen, it is always a pleasant surprise to the ears when the voice on the other end isn’t a repetitive and emotionless-sounding generic Autobot. Nobody enjoys that.

How To Run Great Win Loss Interviews


Losing a big B2B opportunity is more than disappointing – it’s also expensive. Typically the process has taken a long time to complete: maybe even a year or two. You will have invested substantial staff time, travel and other expenses.

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Embracing Customer Success with a Clear Foundational Purpose: An Interview with Eran Fishov, VP of Customer Success at AU10TIX


Eran Fishov, VP of Customer Success at AU10TIX, talks about why CS is a commitment to customers, not just the value of service the brand can deliver or achieve.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Help Customers Help Themselves: Quick Guide to Self-Service Strategy


People now expect to get answers immediately. When it comes to customer support, modern customers are no longer satisfied with picking up a phone for resolutions. This route takes too long and results in a poor customer experience.

inSided’s very merry community Christmas: 25 days of the best of 2021


What a year! Can you believe it’s nearly 2022? Very Merry Community Christmas


Why Your Business Needs an Automated Compliance Solution

CSM Magazine

Compliance is essential for all modern businesses because they use several technologies to help their workflow processes and business operations. But manually doing the compliance is a long and tedious process, from gathering all required information, attending meetings, monitoring, audits, and more.

3 Best Practices for Supporting Diversity in Virtual and Hybrid Workplaces


Over the last two years, the way we work has quickly and significantly evolved—and there is no going back. The post 3 Best Practices for Supporting Diversity in Virtual and Hybrid Workplaces appeared first on Concentrix. Blog Resources

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

New Data Reveals Two-thirds of Consumers Say Brands Still Aren’t Getting Customer Service Right

CSM Magazine

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. .

Net Promoter Score 3.0 Continues to Fail to Deliver Actionable Data

Connecting the Dots

CCMC ~. In their November 2021 Harvard Business Review article, “Net Promoter 3.0”, Reichheld, Darnell and Burns acknowledge several Net Promoter Score (NPS) weaknesses and misuses, many of which I have noted in books and articles in the last decade. [1].

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Zappix Launches over 10 New Brands with Multiple Partners


Zappix, the leading Visual Self-Service solutions provider, is expanding its work with partners by launching over 10 new brands in November ahead of the busy holiday season for retail and winter spike for roadside assistance providers. The company’s partners largely deploy its flagship Visual IVR solution. Press Releases

Q&A Session About The Future Of Contact Center Industry


Voiptime Cloud asks questions to SKWeston & Company, the Global BPO Consulting, and Professional services company located in Washington DC, US. Specifically, we interviewed Kevin Lasky and Steve Weston to find out the future of the contact center industry

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!



Unicef eliminates manual processes to streamline for better monitoring and quality assurance. The United Nations Children’s Fund (UNICEF) is a United Nations agency which works on providing humanitarian and developmental aid to children worldwide.

Dreading Customer Experience Snags Over the Holidays? You’re Not Alone.


Share This Story Your dread of poor customer experience is justified: The holidays are going to be tough on retailers this year. It’s already proving to be a mess of a season. Between supply shortages, delivery delays, and a smaller labor pool, holiday shopping can prove difficult this year. .



YAXXA enters new territories by overcoming operations issues. Radically, YAXXA aims at connecting the business world with a wide range of tech-savvy solutions that incorporate Cloud PBX, Unified Communication, IoT, Connectivity, and many more.