Fri.Jul 19, 2019

Call Center Outsourcing: From Good to Great

Quality Contact Solutions

By Megan Hottman, Operations Manager and Brand Evangelist. I’ve lived in the land of call center outsourcing for over 17 years. I’ve been on the client side as well as in the supplier corner.

Why Great Digital Customer Service Needs Vision and Commitment

NICE inContact

Rome wasn’t built in a day, and neither was the Internet. Great things require patience and development, and the same goes for digital customer service. It’s easy to integrate the right digital customer service solution, but taking full advantage of it requires a real adaptation to communicating with digital customers on social channels. It’s a long-term process that isn’t just about changing software, but about changing the way marketing and customer service teams talk to customers.

How To Take Action With Your Voice of the Customer (VoC) Data


In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen.

Guest Blog: [Infographic] How Artificial Intelligence Can Help Your Brand Deliver a Better Customer Experience


This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

How to Manage Company Politics

Beyond Philosophy

When I worked in the corporate world, people often asked me what I did all day. Facetiously, I would say that I played chess. While it was meant to be cheeky, the joke was not far from the truth. I spent my day navigating company politics.

More Trending

How to Prove the ROI of Your Voice of the Customer (VoC) Program


They say that there’s very little these days that everyone agrees upon, but I—of course—do not agree with that sentiment either. When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever.

Our Journey to Native Cloud Update - The First Product

Zoom International

We are deploying our first ZOOM built native cloud platform product on Tuesday 07/23: Elev?o o WFM. The first of many. These are exciting times for ZOOM.

How to Launch the Best Voice of the Customer (VoC) Program


We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings.

3 Gamification Types to Use in Your Contact Center

NICE inContact

How boring would life be if there were only one flavor of ice cream?! Baskin-Robbins loved variety so much they created 31 flavors, and then Ben & Jerry had to do them one better with 50+ flavors! So why subject your contact center to just one flavor of gamification ? Studies show gamification positively impacts employee engagement, and employee engagement impacts the bottom line.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Dog Days of the Contact Center: 5 Tips to Get More Contact Center Treats


Woof! . This is Caramel, and I am here to end your contact center dog days. Did you miss me since my last post? Today we will talk about one of the main factors in your contact center’s success: your owner at the company, or as you call it, your manager.

CSM Confidential – Part 1: Difficult Customer Conversations


CSM Confidential – Part 1: Difficult Customer Conversations . . Being a Customer Success Manager is difficult enough. . Based upon the premise that customer support should be more proactive than reactive, the value of Customer Success cannot be understated.

SaaS 58

Our guide to the California Consumer Privacy Act CCPA


A CustomerCount guide to the CCPA which may affect your business, your website, and most importantly, your customers with effect from Jan 1, 2020. Continue reading → The post Our guide to the California Consumer Privacy Act CCPA appeared first on CustomerCount.


Why You Should Regularly Upgrade Your PBX Software


There is one school of thought that says that if a thing is not broken why fix it but when it comes to technology, this can leave you stuck with older, inefficient and expensive systems. This holds true for PBX software.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Summary of Key Findings

Enghouse Interactive

Webinar Recorded: Thursday, July 11 th 2019. Replay. We hope that you enjoyed our Expert Webinar and benefited from the information John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) shared with you.

How to connect with the unconnected patient


As our lives become increasingly digital, we all expect—and maybe even depend on—connectivity. From pre-ordering a coffee to checking on our bank account, we want easy, online access to the fundamental aspects of modern life. And those expectations extend to our medical information too.

Remote Work – The other side of the glossy coin


Remote work is the new uber-cool thing. But how cool is it really? The concept of working in your choice of timings and space seems like a dream. And while many do live this dream every day, is it really as satisfying as it seems like? Remote is a completely different makeover of a traditional work environment. People who are exhausted and frustrated from their hard and tiring day jobs have been increasingly excited about the prospects of remote work. .

July 2019 PSD2 Tracker with

Whitepages Pro

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Ekata has collaborated with to produce the PSD2 tracker, updated each month to reflect the latest news and stories. This month’s PSD2 tracker covers the following and more: Feature Story.

APIs 40

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Why Local Businesses Need to Respond to Online Reviews (Infographic)

CallSource Insights

Are you working on your online reputation, but not sure what the next step is after acquiring reviews for your business? Getting reviews is just one part of managing your online presence; responding to the reviews you receive is also vital. Learn more about why your local business needs to respond to its online reviews in our infographic below. The post Why Local Businesses Need to Respond to Online Reviews (Infographic) appeared first on CallSource. Reputation Management

The Importance of Combining Your Learning Management System and Customer Support Software


Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed.

What is Customer Experience? 20 Customer Experience terms, definitions, and resources


You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? And how do you improve it? And what about all these other acronyms customer experience experts toss around? NPS, VoC, DCX, CSAT? Understandably, it can be overwhelming. That’s why we’ve put together this customer experience glossary.

Does Your Executive Team Understand Staffing Tradeoffs?

Brad Cleveland

Are you working through difficult discussions related to resources and budget? Just remember, contact centers must handle most customer-related work as it happens, so resource mismatches quickly result in big problems.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.