Thu.Sep 19, 2019

Eight Days a Week: The Always-On Contact Center

Contact Center Pipeline

In February 1965, The Beatles released a song called “Eight Days a Week” as a single to the U.S. market before it appeared on the album Beatles VI. It became the band’s seventh No. 1 single in the U.S. in just over a year.

How Can Customer Service Agents Help Upsell and Cross-sell? 3 Techniques and Tips


Your airline has updated your flight details, shortening an already tight connection time. After being on hold for 45 minutes, you spend a slow afternoon going back and forth with an agent before you are finally booked on another flight.

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Critical Skills That Successful CSMs Need to Develop


The role of a customer success manager (CSM) in the SaaS industry has become increasingly complex.

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The Best Customer-Centric Uses of Data


Becoming customer-centric —putting the customer’s needs and interests at the center of your goals and processes—is impossible without customer data. You need customer data to track progress toward goals, deliver on promises, and continually upgrade your product.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

Customer Satisfaction is Declining in the UK. Is the US Next?

Beyond Philosophy

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining.

More Trending

Why Modern Law Firms Are Embracing Video Conferencing Tools


Working with others is essential for a thriving business. With the help of modern tech, communication and collaboration tools make staying connected easy. Tools like softphones, instant messaging, and video conferencing lets teams work together anywhere, anytime.


Best practices for personalizing the customer experience

TELUS International

CX Best Practices

Sales Enablement Success Roundup: September 2019


How does the Guru team stay on top of the changing sales enablement landscape? Here's what we're reading to stay ahead of the curve: sales enablement

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Exploring The Restaurant of Tomorrow at FSTEC


What comes to mind when you hear the phrase “Restaurant of The Future?” ” Do you picture robot waiters? Delivery by drones? Shaped gelatinous food replacement product ?

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3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Why Graco Gives Customers Direct Access to Its CEO and Other Cust Serv Tips

Language I/O


The SOC 2 Compliant Call Center: Your Questions Answered

Global Response

A Service Organization Control (SOC) is a detailed written report that outlines the state of customer data within your organization. In days when data breaches are common and costly, it’s vital that more. The post The SOC 2 Compliant Call Center: Your Questions Answered appeared first on Global Response. Global Response Blog Technology and Security

Still the One: The Philippines Remains the Top Destination for Offshore Outsourcing

Outsource Consultants

Manila is the epicenter of the booming Philippine BPO industry. There’s no question that the Philippines enjoyed several years as the defacto offshore darling.

The Importance of Regulatory Compliance For Your Business and Customers

Global Response

All organizations must adhere to a set of guidelines, rules, and regulations that are specific to their industry as part of their operations. Violation of these standard regulations often results in lawsuits, more. The post The Importance of Regulatory Compliance For Your Business and Customers appeared first on Global Response. Global Response Blog Technology and Security

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!

Interview with Annette Franz: Why Journey Mapping is the Backbone of Customer Experience Management

Toister Performance Solutions

Annette Franz, Author of Customer Understanding. Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to and affiliated sites.

5 Tips to Make Your Call Center PCI DSS Level 1 Compliant

Global Response

When it comes to protecting customer financial information, PCI DSS Level 1 compliance is the top standard. If your company is managing any kind of credit card transactions, you need to know more. The post 5 Tips to Make Your Call Center PCI DSS Level 1 Compliant appeared first on Global Response. Global Response Blog Technology and Security

How Hospitality and Entertainment Brands Can Future-Proof the Guest Experience


Last week, I led a roundtable discussion at the Future Guest Experience 2019 conference, where I had a chance to chat with executives and CX experts who are searching for ways to future-proof their guest experiences. One of the biggest challenges that I’ve seen businesses face today is creating experiences that are both consistent and memorable.

The Science of Marketing: How The Power Of Repetition Can Influence Your Customers


Marketing is a combination of art and science. You need creative ideas, of course, but the true key to great marketing is understanding why people act the way they do; what’s going on in their hearts and minds to make them choose Brand X over Brand Y

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.

Contact Center Future Shock: Channels May Become Part of Our Past

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Multi-channel Support Videos Brad Cleveland customer experience customer relationships multichannel

Trends in Customer Self-Service Infographic


For the modern enterprise, self-service has become an indispensable part of many strategic objectives, especially when it comes to delivering customer service excellence.

5 Ways to Understand Innovation From the Perspective of Latin American Consumers


We may live in an era of innovation, but does every innovation guarantee company growth? Innovation is a key priority for most companies. Faced with stronger competition and more selective customers, many business leaders are feeling pressure to launch new products and services. A recent McKinsey survey states that more than 25 percent of total revenue and profits across industries comes from the launch of new products. However, more than 50% of launches don’t hit their targets.

Manage the Big Picture of Your Customers with ChurnZero and Teamwork Integrations


. Manage the Big Picture of Your Customers with ChurnZero and Teamwork Integrations. ChurnZero is announcing that we are now available in the Teamwork Integrations Marketplace for Teamwork Projects and Teamwork Desk customers to take advantage of our robust integrations.

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.