Wed.Apr 01, 2020

The Boss Can Kill the Customer Service Buzz


Back in my high school and college days I worked at a gas station. We were a self-service station, so our role was that of cashier more than anything else. One very cold morning I noticed an elderly woman drive into the station. She was probably 80 years old.

Keeping Workers Safe and Productive (When the Contact Center Can’t Close)

Taylor Reach Group

by JD Fairweather. If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario.

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Nothing Ventured, Nothing Gained

Contact Center Pipeline

You can’t get anywhere unless you’re willing to take a risk. Nothing ventured, nothing gained. This idiom dates back to Chaucer (c. 1374) and is similar to the late 14th century French proverb, Qui onques rien n’enprist riens n’achieva (“He who never undertook anything never achieved anything”).

Why VPN is a poor choice for enabling a remote call center staff


In my previous blog , I stressed the importance of using cloud technology to quickly move call center agents to a safe, work-at-home environment, to continue support for their customers during the coronavirus (COVID-19) crisis.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Customer Journey Mapping – are ‘static’ maps a waste of time and money?


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Experience Management In A Crisis: Shift From Trending To Sensing

Customer Experience Matters

Experience Management (XM) is critical for reacting to changes being caused by the COVID-19 pandemic and economic downturn. But organizations need to shift from a rhythm of tracking to an obsession with sensing.

Increase customer loyalty through strong agent engagement solutions


What if the secret to driving customer loyalty was engaging your call center reps? Would you then spend more time and resources improving call center morale?

Key factors to consider when choosing a cloud contact center for remote agents


The rapidly evolving health crisis caused by the coronavirus (COVID-19) is disrupting the lives of millions around the world.

Enabling Your Newly Remote Sales Team with Knowledge Management


After a few weeks of adjusting to the “new normal” of working from home temporarily, it’s becoming clear that this situation we all find ourselves in won’t be quite as temporary as we had hoped. sales enablement

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

10 Proven Strategies to Manage and Exceed Customer Expectations

REVE Chat Blog

Doing groundwork to achieve business success without winning over your target audience is close to impossible, which is why understanding customer expectations is crucial. Your marketing strategies should greatly focus on consumer expectations.

Staying Close to the Voice of the Customer


Hi, In the last two weeks we have all acclimated to a new reality where we have to work from home, meet online with our colleagues and learn how to drive every aspect of our life: fitness activity, meeting friends, school, etc., all online.

3 Reasons the Customer Experience is Overrated

Andrew Mcfarland

Over the last 5 years business journals have [mistakenly] exhorted companies to improve their customer experience. Even though a variety of companies, consultants, and other professionals will benefit handsomely from this purported “wisdom” they’re wrong! Here are 3 reasons the.

Burning Questions: PCI Compliance in the Contact Center

NICE inContact

The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo.

Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

How to Bolster Your Customer Success Process to Properly Respond to a Crisis


For those of us keeping up with the recent news cycle, the questions surrounding COVID-19 and the impact this crisis will have on the economy keep coming.

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March Writing Roundup

Jon Arnold

I don’t think we’ve ever had a month like March 2020, and am sure we’re all happy to move on, and hope better times are ahead. Things are not good, and it’s early still to see what kind of impact Corona will have on our space.

The Power of Expectations

Horizon CX

By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX. Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses.

11 Ways A CRM Benefits the Remote Contact Center


11 Ways A CRM Benefits the Remote Contact Center As a contact center leader, your top priority when transitioning onsite agents to work from home is to keep them productive & connected. But that isn’t the only challenge.

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Get Additional Emergency COVID-19 Funding with the SBA Paycheck Protection Program


We previously wrote about how to apply for the Economic Injury Loans & Grants through the U.S. Small Business Administration (SBA).


Coronavirus and Call Centers - An Action Plan


COVID-19 has created a perfect storm for call centers as companies are being hit from multiple sides. Many are facing service disruptions to their core business that is driving call volume to unprecedented levels.

How a World-Class Outsourced Call Center Will Help Your Company Comply With Customer Service Regulations

Advantage Communications

There are a number of reasons why an organization would outsource their customer service strategy to a world-class contact center. In fact, companies that do so will realize a huge number of benefits from a call center partnership. Customer Service Trends Contact Center

Make Great Customer Service Your USP

CSM Magazine

Businesses are always eager to set themselves apart from competitors. However, a crowded marketplace can make it tricky to differentiate your company. For retailers and service providers, in particular, it can be difficult to distinguish your brand from others in the market.

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The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

Increasing Productivity with a Blended Call Center Software


Agent productivity is important when managing a blended call center. Finding the right way to train agents, assign leads, appropriately dial out, and route inbound calls are all key facets to optimizing your call center.

WFM & Coronavirus: 6 Lessons Learned from the Past Weeks


How are you dealing with the challenges of managing service levels during the COVID-19 crisis? This is one of the most unique situations many of us have ever been in.

Call Center Managers' Guide to Managing Remote Call Center Agents


We are all in the middle of a global pandemic outbreak right now, and if you are using ChaseData CCaaS, more and more of your call center agents are working from home. It is imperative that you know how to best manage remote agents while dealing with potentially higher than expected call volumes.

COVID-19: How Knowledge Base Management Enables Call Center Continuity

bold360 Blog

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. We’re all experiencing daily disruption brought about by social distancing as we stay, work and learn at home.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.