Thu.Aug 15, 2019

Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player

Contact Center Pipeline


How to Use Customer Data: A Guide for Customer Success Teams


As customers use your product, they generate data just by going about their daily workflow. And you would be missing out on a huge opportunity if you didn’t capture that data, analyze it, and organize it.

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Training Needs Analysis: What it is, and why you need it

Toister Performance Solutions

The customer service leader sounded desperate. She had called and told me her team needed training. Her boss had given her a tight timeline and she was looking for quick results. When I asked her why, she told me her company was losing customers due to poor service. Fair enough. "So

Customer Service is not a Destination, it’s a Journey: Lessons from Ryanair


In the age of disruption, Ryanair may best encapsulate the contrarian, rule-breaking streak sometimes required to conquer an antiquated industry. Just before the turn of the millennium, Ryanair was a tiny, impoverished Irish airline competing with the national carrier, Aer Lingus.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Call Center Channel Alternatives to PHONE CALLS


Call, text, or chat? If you’re like a growing number of people these days, your answer might be anything other than the first option.

More Trending

Why relying on assumptions is bad for your business


Making assumptions based on stereotypes will almost always lead to miscommunication and poor relationships and is a road map to business disaster. Continue reading → The post Why relying on assumptions is bad for your business appeared first on CustomerCount.

Why Team Communication Platforms Should Be Your Tech Foundation


In the wild, an ecosystem’s diversity is its strength. In the business world, diversity tends to be another word for fragmentation. Your revenue teams are in one world, your engineering teams are in another, and your product teams are caught in the middle. thought leadership

Why Ireland's tech hub status makes it a great outsourcing destination

TELUS International


Why Phone Etiquette Is Important and 9 Ways to Improve Yours

A Better Answer

From text to email, there are many ways to communicate in the modern age. In business, talking on the phone has proven to be the most important medium of them all, still. A single phone call can be the deciding factor on whether you gain or lose a customer.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Simple Business Voicemail Management With VirtualPBX Tools


Simple business voicemail management can make or break a company’s phone system. The voicemail component of business phone plans is so often underplayed. It works hard for customers yet never gets a chance in the spotlight.

Conversational AI: Best Practices in Customer Service


While customer service has always been around, its customer-centric focus has flourished in the past years thanks to the realization that a good customer experience helps you earn more money. And more importantly, bad customer service will cost you.

The State of CX Management, 2019

Customer Experience Matters

I’m particularly happy to announce a new research report, The State of CX Management, 2019. In the past, Temkin Group published similar research and we charged for the reports. One of the great things about now being a part of the XM Institute is that we can give it away for free. To understand the current state of customer experience (CX) management, we surveyed 212 CX professionals around the world from companies with at least $500 million in annual revenues.

Making Virtual Viable with the Right Agent Education

Working Solutions

With decades of experience, Tamara Schroer, vice president of Education and Development at Working Solutions, knows the ins and outs of instructing a remote workforce of contact center agents. To her, distance is no deterrent to make sure that agents, working from their homes across the United States and Canada, learn a client’s operations to […]. Call Center Outsourcing call center outsourcing

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Strategies For Customer Success You Should Implement


CS teams aim to keep customers happy and to decrease churn. But this can only be reached by implementing the right strategy. . Customer Success is often mixed with customer support, but it’s much more than that.

Successful dealers don’t sell cars. They sell their dealership.

CallSource Insights

Boost your dealership’s profitability with superior customer service. As new car sales lag and variable per-unit profit margins decrease, more focus must be placed on fixed operations to absorb costs and remain competitive in today’s market.

KCB Bank Improves Customer Experience Using Sparkcentral Customer Service Platform with WhatsApp Support

CSM Magazine

Sparkcentral today announced that KCB Bank Kenya customers will now be able to interact with the Bank via the popular messaging service WhatsApp. The Bank has deployed the Digital Customer Service platform designed by Sparkcentral.

Branding with Soul: Q&A with Tina Sharkey, co-founder & CEO, Brandless

C Space

Branding with Soul: Q&A with Tina Sharkey, co-founder & CEO, Brandless. Tina Sharkey is an entrepreneurial force. Since the days of the dial-up modem, she has been building communities, companies, and brands “with soul.”

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.