Wed.Oct 21, 2020

Complete Beginner’s Guide to Outbound Call Centers

NICE inContact

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO).

Compare Yourself to the Best


Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base.

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Home, Sings Me of Sweet Things

Contact Center Pipeline

My blog series co-author, Paul Stockford, and I both lobbied to lead this one off. Paul, thanks for letting me set the stage—plus I know you’ll bring our main points home with well-researched facts and data! You may not recognize the name Karla Bonoff at first, but you surely know her music.

Fonolo State of the Contact Centre Report 2020

Peter Lavers

Contact Centre specialists Fonolo sought out industry experts (including our own Peter Lavers) and leaders far and wide and asked them how Contact Centres — and the CX industry as a whole — fared in the first few months facing COVID-19. Please click here to read what they found.

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How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

New survey: What do customers expect from service providers during COVID-19?


With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery.

More Trending

How Understanding Shoppers Can Save Retail


We need to better understand shoppers. Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%.

A smarter approach to call deflection and self-service


We are all someone’s customer. And as customers, we expect our issues to be solved quickly, efficiently and — if possible — using our channel of choice. We don’t want to be transferred from one customer support representative to another and explain our issue over and over again.

“Moving” In to Our Virtual Office: How to Make Permanent WFH A Success


Like most companies, ours went entirely remote in March. But unlike many, we already know that we won’t be going back. We were waiting for the greenlight to return to business as usual when a funny thing happened. Instead of asking when we should go back, we started asking why we should go back.

The Best Contact Center Software for SMBs: What to Look For


Finding the best contact center software for your small- to medium-sized business can be a daunting task. With seemingly endless options to choose from, it’s hard to know which features will actually drive more meaningful customer experiences and which are just unnecessary fluff.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Auto Dialer Software: What is Auto Dialer and When to Use it


The auto dialer acts as a co-pilot for sales teams. The ideal software for outbound sales campaigns, an auto-dialer increases sales productivity by as much as 200%. Want to know how? Keep reading to find this out and everything else about the auto dialer. . What is an Auto Dialer? .

Part 4: Enabling Collaboration of Customer Support Teams in Remote Environments

Team Support

The Ultimate Guide to Implementing a Successful Customer Service Program (Part 1)

Advantage Communications

Customer service is the act of helping your customers before, during and after a purchase. This could involve solving an issue they are facing, educating them on how to correctly use a product or service, and answering any questions they may have. Customer Service Trends

Want Better CX? Build a Seamless Sales, Service, and Marketing Team


I’ve written a lot about the (often underestimated) role that a customer care team plays in achieving superior customer experience and long-term loyalty.

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The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Community-Oriented Strategies that Can Help Deliver Effective Communication and Language Access [Part 4]

Certified Languages International

This is the fourth post in our series discussing the future of language access and COVID-19. Read part 1 , part 2 , or part 3 now. As we’ve seen with the COVID-19 pandemic, mainstream messaging doesn’t always resonate with every community.

Using the Workbook Download to Document Your Processes

ScreenSteps Call Center

If you've downloaded the workbook to begin capturing your processes, you may be wondering, "How am I supposed to fill this thing out?". To help you out, here's a 5-minute video that walks you through the steps of getting your knowledge out of your head and into a guide. Documentation Call-Center

How to Deal With Snail Mail if You’re Travelling Often

CSM Magazine

Ever wondered what you’d do if, when on a trip, someone decided to take a peek into your mailbox? Read on to learn how to manage your mail. Snail mail, though an outdated means of communication, is still as effective as it used to be years back.

Oct 21 – Customer Success Jobs


Role: Vice President Customer Success Location: Salt Lake City, UT, US Organization: Collective Medical As a Vice President of Customer Success, you will be responsible for leading, expanding, and mentoring the Customer Success team by setting their strategy, goals, and objectives.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

6 Ways You Can Attract New Customers to Your eCommerce Business

CSM Magazine

While it pays off to concentrate on keeping your existing customers and boost brand loyalty, gaining new ones is the key to growing your eCommerce business. But how do you find fresh customers for your e-store? What marketing strategies do you need to employ?

Knowing your Customers’ Jobs to Be Done: A Key to Customer Success


We all have repeatedly understood that meeting customer’s needs is the prime objective for your product to exist. Customers have varying needs, challenges, and pain points to cater to which you build and sell your products.

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Predictions 2021: It’s All About Empathy, Digital, And Virtualizing Customer Care

Forrester's Customer Insights

The purpose of customer service is no longer just to alleviate run-of-the-mill inconveniences; it is to provide fundamental and necessary services for consumers devastated by the COVID-19 pandemic. Learn how customer service will evolve in 2021.

How to Create a Culture of Customer Success: 8 Best Practices


The term customer success truly simmers down to the success of your customers. It simply does not mean retention followed up with loyalty. It is way bigger than just a mere department in that particular niche.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Super-Agents Are Real (Blog #4)

Enghouse Interactive

AI Makes It Possible (Blog Series). Key Learnings from Kate Leggett and Steve Nattress.

Happy Employees Make All the Difference: The Top 4 Reasons We Love LinkedIn and Their Model for Employee and Customer Success


Amazon. Facebook. By now you know the tales of tech giants who founded a unicorn company from a humble workspace. Garages, basements, their mom’s couch, a dorm room – you name it, tech has done it. .

The Secret to CX Success: Four Tips for Inspiring Employee Engagement


Learn how to get (and keep!) your employees focused on your CX mission. The post The Secret to CX Success: Four Tips for Inspiring Employee Engagement appeared first on Concentrix. Webinars Resources Webinar

3 Ways TCPA Law Compliance Can Improve Call Center Efficiency


As call centers adapt to TCPA regulations, they may forget that staying up-to-date with these. The post 3 Ways TCPA Law Compliance Can Improve Call Center Efficiency appeared first on TCN. Compliance

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

ConcentrixCX Solicited Feedback


Capture customer and employee feedback anytime, anywhere, in any language. The post ConcentrixCX Solicited Feedback appeared first on Concentrix. Fact Sheets Resources Fact Sheet

What is an ACD? The Basics of Automatic Call Distribution

Noble Systems

What is an ACD? The Basics of Automatic Call Distribution. An automated call distribution system, commonly known as automatic call distributor (ACD) , is a telephony device that answers incoming calls and distributes them within an organization.

Extend The Life Of Your Chatbots By Looking Beyond The Holiday Season

Forrester's Customer Insights

Let’s just get it out of the way at the start of this blog: COVID-19 has remade retail and has forced a rapid shift toward digital customer service interactions. And now the holidays are nigh, and e-commerce seems to be the order of the day (or the “plague year”). To help with this rush of […]. Chatbots customer experience management customer experience maturity Customer Service Solutions holiday chatbots customer service e-commerce Holiday holiday season