Thu.Apr 02, 2020

Three Simple Steps to Address COVID-19 Demands in Your Contact Center


The coronavirus pandemic has forced companies around the globe to protect their employees while developing business continuity plans. Businesses also are working to quickly relay the latest relevant information to their customers when guidelines and situations are fluid and changing sometimes hourly.

Staying connected during a time of physical distance.


It’s an unprecedented time for the world. Across North America this week, people have rapidly transitioned to a life inside: companies have instituted work from home policies, children are out of school, and local governments have demanded non-essential businesses to shutter.

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What Criteria to Define the Best AI Chatbots?


Best AI chatbots have a purpose. A chatbot should always be created with a specific purpose in mind and that purpose should be at the center of its functionalities.

How Apple Uses Psychology to Develop Outstanding Experiences

Beyond Philosophy

Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? Before I answer, I should have my guitar. I am just kidding. No one wants that.

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!

3 Quick Tips for the Things That Will Go Wrong with Remote Workers

Myra Golden Media

In 1999 everybody was worried about Y2K. Will our computers boot up? Can we pay our employees? Will cars start? Do we have enough toilet paper?

More Trending

Brand Marketing: The Importance of the Millennial Influencer

Joe Rawlinson

Millennials, while many of their habits and routines may annoy the older generations, are vital to brand marketing. Even the term ‘millennial’ may sound a little cliché, but this generation is the most technologically savvy group of people in our society.

Opentalk 2020 is now a free virtual event!


We recognize it is now more important than ever to connect with your peers, innovators and industry experts. That’s why we’ve transformed Opentalk 2020 into a virtual event — all online, at no cost to you. Save the date now for May 6, 2020.

Measuring employee engagement with Hello Customer

Hello Customer

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. Without face-to-face contact, it's hard to measure how everyone is doing and how everyone is feeling.

CX leaders must measure Effort: Here’s how


If you think that Customer Effort only measures “how much,” you will be pleasantly surprised to find that that’s only scraping the surface of the customer experience insights you can uncover. .

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.

ZOOM Employee Spotlight - Neil Dewitt

Zoom International



Get started with Talkdesk in 24 hours


The coronavirus (COVID-19) has taken the world by storm and is spreading at an unprecedented pace. In an attempt to get the situation under control, governments are asking, and in some cases instructing, citizens to practice social distancing and shelter in place. Stores are closing down.

VirtualPBX Work at Home Moms Offer Telecommuting Advice


Of all the situations the VirtualPBX remote team faces in managing its Business Phone System , being a work at home mom may be the most stressful. But after interviewing two of our staff members about how they handle that reality, we learned that their challenge may also be among the most rewarding.

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Next Webinar - Business Continuity with 8x8

Jon Arnold

Some days I’m doing podcasts, and some days it’s webinars. The latter is next for me, and it’s really more of a fireside chat, and I hope you can join us. 8x8 is doing a series of these on business continuity, and I’ll be the guest speaker for the next one - Tuesday, April 7 at 12 pm ET.


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.

Employee Adherence at Home: Watch for Signals — but Reassess Their Meaning


Is it time to question your assumptions about the signals and signs you use to manage your staff ? . The promise of work at home, or work anywhere, sometimes called “ smart working ,” is that employee s can work where they please, when needed, when the company and its customers require.

11 Free Tools That Help us Endure Coronavirus Outbreak and Improve our Work-Life


Who knows what will happen in the next days or weeks, but once this pandemic has passed, we will come out even more durable. These days, teams even more use email, chat, and video apps to have meetings and exchange information from anywhere in the world.

Enabling Remote Workers: Five Questions to Start the Conversation


I’ve been spending a lot of my time talking with customers about remote worker strategies. Most are sending their employees home to work. As I discussed in an earlier blog post, for some customers it’s a very easy, short conversation (i.e., those that have already adopted a mobile-first strategy).


How to Manage a (Suddenly) Remote Customer Support Team


You’re used to having your customer support team close at hand—but due to recent COVID-related initiatives, it’s now likely that your team is planning on working remotely for at least a few weeks, possibly longer. They’re not used to this, and neither are you.

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.

5 Key Tips for Remote Working.with kids!


Teleworkers and employers each find benefits from flexible home working but changing to this new working environment requires some new habits and slight adjustments in routine, especially for parents.

How a Contact Center Should Manage Queues (Copy Disney!)


Have you ever thought that running a contact center is a bit like running Disneyland? Probably not. But there is a least one way they overlap – queuing. Disney has been developing smarter queuing systems for over fifty years. They process millions of customers in countries all over the world.

Ecotricity Leads the Charge to Improved CX and Payment Security

CSM Magazine

Ecotricity leads the charge to improved CX and telephone payment security with New Voice Media and PCI Pal Agent Assist.

How To Make Your IVR Not Suck


Almost every third person in the world uses a smartphone. As users’ adoption continues to grow, regular voice calls will come to be seen as quaint. With the rise of conversational AI, consumers have come to expect even more from interactive voice systems. Read More. Jacada Blog

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.

WEBINAR 1 | Coronavirus and Contact Centers: A Survival Guide to Business


Our first live webinar is here: hear us discuss Coronavirus in the context of the global contact center market with our Host, Christian Montes, and guests Christa Heibel and Steve Bederman. And if you don't have time to watch, read the top tips they had in a short summary of the webinar right here!

Why Choosing On Premise Help Desk Software is a Smart Idea?

Wowdesk Blog

When you run a business, some numerous clients and customers turn towards you for assistance; so, you need to maintain a robust communication. In this particular scenario, an email account would not suffice. You need on-premise help desk software to streamline your communication.

The Simple Habit That Will Keep You Customer Focused

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to and affiliated sites. Employees at The Ritz-Carlton have a reputation for amazing service.

Understanding Conversational AI Technology


On our blog, we talk a lot about the benefits of Conversational AI and Intelligent Virtual Assistants. From better customer experience, to reduced operational costs, to improved agent experience, these technologies can transform your business in so many ways.

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.