Thu.Dec 02, 2021

[Webinar] How to Conquer Labor Shortages with Contact Center Technology


From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception.

It’s a Wrap! I filmed Two LinkedIn Learning Courses Remotely!

Myra Golden Media

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses.


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Contact Center Pipeline Magazine: Inside Our December 2021 Issue

Contact Center Pipeline

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2021. I […].

Why Nostalgia is Not Just a Thing of the Past But the Present

Beyond Philosophy

People look back on their childhood and talk about how terrible it was. However, they often do it with a fondness that belies their words. Looking back at the earlier period, they feel good about it, no matter how terrible it was in their description. Customers do this, too.

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.

Start the No Meeting Day Revolution at Your Office


As companies have started to make the shift from remote work being a temporary necessity to a way of life, there’s been a lot said over the issue of productivity. internal comms


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Top 4 Customer Experience Trends for Financial Services to Expect in 2022


In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services.

A Quick Comparison of Virtual Receptionists at Call Experts and Call Ruby

Call Experts

If you want the best virtual receptionists and live answering service to manage your customer support, Call Experts and Call Ruby are here for you. But if you’re curious about how our two companies compare, read on.

How to Choose the Right Call Center for your Business


Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations.

Evaluating AI-driven analytics for radiology: What “good” looks like


Right now, AI is transforming radiology—whether it’s supporting diagnosis and care planning, enabling clinical research, or powering quality improvement initiatives. But the field of AI-driven analytics is often new to radiologists and their organizations.

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.

12 Key Takeaways from ChurnZero’s BIG RYG Customer Success Conference


12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference.

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The Subtleties within Support with Humio [Podcast]


Are you able to describe the ultimate Customer Experience? Some say fast responses, but is that true? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. It’s obvious that your house on fire requires a faster response than your toaster breaking.

Three ways to help your employees become brand evangelists

Inside Customer Service

There's something amazing about being served by an employee who loves the brand they represent. My wife, Sally, and I experienced that recently at the Dr. Martens store on Newbury Street in Boston. We walked in the store and Sally quickly zeroed in on a pair of shoes she liked. Scratch that. Loved.

Dec 02 – Customer Success Jobs


Role: Director, Customer Success Management Location: Remote, United States Organization: GRIN As a Director of Customer Success Management, you will develop and scale a world-class customer success management organization.

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.

Move: into an Arena of Choice

C Space

Move: into an Arena of Choice. 3 3 With every technological leap forward humans reconfigure time and space, with profound economic, cultural, and commercial implications. The Silk Roads were once the most important trade routes in the world.

The Basics of Customer Experience Management


In this post: The benefits of CX management Where should you start with CX management? The sub-disciplines of CX management Become a CX diplomat How to side-step the mistakes of CX management Building better customer experiences.

Driving Innovation

C Space

Driving Innovation. Rita Felder, Director, Mercedes-Benz Brand and Marketing Strategy. Our goal is to strengthen the long-term emotional connection to our brands by creating a holistic luxury experience across all touchpoints of the customer journey.”.

16 Incredible sales tools to boost your sales online


Providing the best sales tools for your sales team can make a huge difference to enhance productivity, save time from doing repetitive tasks, and focus on what really matters to drive more sales, and increase revenue. .

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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.

Product Engagement Score: A More Accurate Predictor of Churn than NPS?

Education Services Group

There’s a new kid on the block of customer metrics, and it might be one of the most accurate individual predictors of churn we can find. What is this incredible metric, you ask? It’s Product Engagement Score (PES), and if you’ve never heard of it, you might be missing out!

Shopify Upgrade: Is Shopify Plus Worth Your Investment?


Shopify Upgrade: Is Shopify Plus Worth Your Investment? Data given by BuiltWith shows that Shopify is currently having more than 3.5 million live websites. Along with the vast numbers of merchants out there, as a Shopify merchant, you may have been super familiar with your site. .

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How to Choose the Right Call Center for your Business


Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations.

Multi-Channel Marketing Attribution: What Is It? & Why Is It So Important?


It’s every marketer’s dream to be able to directly link sales to their campaigns. If you want to improve your overall marketing strategy, you need to have that in-depth knowledge of the activities that are genuinely persuading customers to convert.

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.

How to Increase Your Scheduling Efficiency

CSM Magazine

Scheduling and time management are crucial elements for any business or employee’s day-to-day operations to be successful. Scheduling efficiency refers to the measurement of how close your scheduled resources can meet a forecasted volume of workload.

Achieving and Maintaining a Dynamic Customer Engagement Strategy


An effective customer engagement strategy leads to more satisfying customer experiences, more effective marketing campaigns, and more profitable performance all year long.

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Trustee Fire and Security Boost Productivity with BigChange Field Service Technology

CSM Magazine

Trustee Fire and Security has boosted productivity by 25 per cent using the latest field service management software. .

The 8 Best Customer Service Channels (& How to Pick Them)

Help Scout

Customer service channels can make or break the customer experience. Here are the 8 top channels to consider, plus tips on which to offer. Read the full article

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!

Top 3 CX trends banks need to be aware of in 2022


As the world emerges from the Covid-19 pandemic, nothing will be the same again. No one will ever forget the great toilet paper shortages, nor will we be able to look at certain activities in the same light (bowling and eating nachos at the same time, seriously?). .

Newsletter Time - December Issue Out Now, Podcast Too

Jon Arnold

Am trying to keep on time, publishing the first week of each month, for both my newsletter and podcast - JAA’s Communications and Collaboration Review , and Watch This Space , respectively.

What Is a Virtual Contact Center?


A virtual contact center is one in which agents respond to incoming phone calls, emails, social media requests and other customer service tickets remotely, not from a centralized location.