Thu.Aug 08, 2019

What are the Benefits of Customer-Centricity?


Imagine if you could give your customers that “day 1” feeling of excitement and potential throughout the entire customer journey. That’s the goal Amazon CEO Jeff Bezos has for his customers.

7 Tips for Improving Your Call Center Service

CSM Magazine

Your call center is the face of your business to your customers. So the question is, what type of face are you presenting? If your call center service has been less than stellar, now is the time to ramp up your performance with these seven easy tips. Streamline Calls Using IVR Options.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

What is an Outbound Dialer?


How many calls do your call center agents make per day? If your center is like many, the number would be staggering to anyone outside the customer service or sales industries.

Why You Shouldn’t Hire Siri and Alexa in Your Contact Center

Call Center Coach

They may be considered sleek and some would even say sexy. But in more ways then one, Siri and Alexa do not have the skills to be contact center agents. Thanks to Anthony Scodary of Gridspace for sharing his insight at Customer Contact Week.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Moral Leadership in the Contact Center

Contact Center Pipeline

Morale 141

More Trending

Transform Citizen Connections with Cloud

NICE inContact

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation.

Don't Drop the Ball: The Simple Reassurance of Confirmed Knowledge


What’s the cost of getting something wrong publicly? Sometimes bad information is fodder for endless memes (Best Picture goes to… La La Land , uh whoops, we mean Moonlight !),

How Lineten Reduced Average Wait Time from 2 Minutes to 18 Seconds with Talkdesk


Earlier this month we sat down with the charming Quaid Combstock, Growth Lead at Lineten. Founded in 2013, Lineten brings together the best delivery companies and POS integrations shaping the future of the e-commerce industry.

Enjoy the Super Saver Rate for Interactions 2020

NICE inContact

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now!


How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

AI is here to help agents, not take their jobs


As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, you’d think that we’d all be out of a job by tomorrow and robots are taking over the professional world.

Onboard, Train and Engage Remote Agents with Gamification

Noble Systems

Contact centers have been hiring increasing numbers of work-at-home agents in recent years and it looks like this trend is expected to grow.

??New owners, new closures, new sectors

Branch Mesenger

This issue of Shifto takes a look at the new owner of Barnes & Noble, the newly announced closure of hundreds of both Pizza Hut and Walgreen locations, why overstaffing can cause employees to quit, the emerging sector of ‘wealth work,’ and the very strange habits around food delivery.

Does My Browser Support WebRTC?


One question we hear often from businesses that want to use our Web Phone is this: Does my browser support WebRTC? Our Web Phone uses the Web Real-Time Communications (WebRTC) programming interface to let you make calls from your web browser.

APIs 61

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How to Be a Better Customer Service Leader

Toister Performance Solutions

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. Imagine you could develop a customer-focused culture.

Bandwidth to cancel noise in call centers


How much money are you loosing every day due to the noise in your call center? How many outbound sales calls fail since the customer is annoyed by the disturbing noise coming from your call center?

Enjoy the Super Saver Rate for Interactions 2020

NICE inContact

We’re excited to let you know that Interactions 2020 registration is officially open, and you can take advantage of our special Super Saver rate by registering now! Come join us from May 11 – 13 in fabulous Las Vegas at the Caesar’s Forum Conference Center, attached to the newly renovated Harrah’s Hotel, for all the expert speakers and informative breakout sessions Interactions is famous for. Be sure to register now and save up to $600 with the Super Saver rate!


Brave Praises Language I/O’s Non-Silicon Valley Approach to Customer Service

Language I/O

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Transform Citizen Connections with Cloud

NICE inContact

Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times.

Contact center transformation pitfalls (and how to avoid them)


Future-proof customer service Customer expectations continue to rise rapidly, and there’s no sign of that slowing down. They’re going to continue challenging companies to give them better experiences and make every interaction effortless.

How Customer Success could be a Differentiator for your SaaS business


If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. A number of subtleties have the potential to make a difference in your company’s bottom line. In particular, customer success matters a great deal.

SaaS 58

TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)


Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! What about the work output, its monitoring and optimization? Outbound and inbound customer services should be constantly measured to be improved.

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.

Does Your Business Need a Modern Contact Center? Here’s How to Find Out

Working Solutions

For the vast majority of companies, of all sizes and across many industries, call centers have become an important part of a successful business plan, essential for offering the best possible customer experience (CX) to the people with whom you do business. It’s a factor that’s been shown to have a major effect on a […]. Call Center Outsourcing need a call center

How to Build Trust with Customers and Partners


How do you build trust with customers and partners? Anyone who has spent more than a day or two in … Continue reading "How to Build Trust with Customers and Partners". The post How to Build Trust with Customers and Partners appeared first on Cincom Blog.

CRM 56

Twilio SIGNAL 2019 - Quick Take and Pix

Jon Arnold

Last year was my first SIGNAL event, and impressive as it was , this year’s was bigger and better. Twilio is on a roll for sure (transparency alert - I’m a happy shareholder - but that doesn’t color my take here), and being on home soil, this was a loud and proud gathering in San Francisco.

Spearline open day on August 10 to showcase new headquarters and job opportunities in Skibbereen


Press Release. Spearline, a technology company that proactively tests phone numbers for audio quality and connectivity globally, is having an open day on Saturday, August 10 at 11am - 3pm. The open day will take place in Spearline’s iconic new headquarters on North Street, Skibbereen, Co.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

Making Lives Better with Alorica Shares the Love in Guatemala


Global non-profit Making Lives Better with Alorica (MLBA), announced it has expanded into its sixth country, Guatemala with four chapters – Campus, Primma, Tetra and WTC – at local Alorica contact centers. By expanding into the country, MLBA will positively affect more than 5,000 Alorica employees, their families and local communities. Alorica proudly partners with MLBA to help fulfill its vision. Source. News Making Lives Better with Alorica MLBA

El poder de personalizar la experiencia del cliente


No es ningún secreto que la experiencia del cliente ha evolucionado rápidamente en los últimos años, mientras los hábitos y exigencias de los consumidores cambian a diario y continuamente se abren nuevos canales de comunicación.

O poder da personalização na experiência do cliente


Não é segredo que a experiência do cliente tem evoluído rapidamente nos últimos anos, com os hábitos e demandas dos consumidores mudando diariamente e novos canais de comunicação abrindo-se continuamente.