Thu.May 06, 2021

Invest in Your Human Capital in the Contact Center

Contact Center Pipeline

Have you noticed how some companies never need to look too far to fill a position? Or, can easily retain talent and thrive in any economy—whether the markets are going up, down or sideways?

Simulation Training: The Time is Now


If simulation training isn’t part of your training regimen now, it will be soon. Today I’m going to show you why I’m so confident that simulation training is in your future and how you can approach the process to gain the most benefit for your call center. How do you get to Carnegie Hall? Practice.


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Why Your Change Management Efforts Keep Failing


Sure, you know that making changes at work can be difficult, but at your company, it seems like it’s nearly impossible. Plenty of great ideas come through the pipeline, but for whatever reason, the execution always seems to fall apart.


Hello Customer

More and more companies seem to get on the train of customer centricity, well sort of. Organizations understand the importance and urgency that customer centricity brings, but few companies get it right.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

What’s a Visual IVR and How Does it Improve CX?


The contact center industry boasts some of the most intelligent and innovative CX technologies out there. One of the most talked about in recent years is the Visual IVR, for its hugely positive impact on customer experience.

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Rethinking Your 2021 Marketing Strategy Based on NPS Data


Analyzing your NPS data can help you identify where your detractors are getting the wrong idea from what you promise them. Responding to customer feedback is the hallmark of a customer-centric marketing strategy.

How to Retain More Clients: Benefits and Strategies


What is customer retention ? Why is it important? And how do you do it? Here we’ll provide answers to these key questions. We’ll discuss what customer retention means as a concept, as a strategy and as a metric. We’ll highlight its direct relevance to revenue and its other compelling benefits.

How Automation Can Kick IVR Testing Into High Gear


Recently, Cyara officially announced the release of a new automated Interactive Voice Response (IVR) testing feature, Call Explorer. If you haven’t had the chance watch or read up on how this feature helps make it easier to shift from manual to automated testing, you can learn more here.

Here’s What’s New from April 2021|Kommunicate Product Updates


In the month of April, we have added some cool features in the Dashboard and Kompose Bot Builder. Also updated the existing ones to improve your overall experience with Kommunicate. CHAT WIDGET & DASHBOARD Delete tags We’ve added an option to delete the tags that you & your team created.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Five9 Analyst Summit - My Quick Take

Jon Arnold

Virtual events with analysts are tricky to plan, especially for pacing out the program. Over the last year, vendors have tried all kinds of formats, but it seems clear that the best approach is to do it in manageable chunks of time.

Secondary Effects of Churn: Part 2 of 2

Education Services Group

In part one of this two-part series , I shared the five secondary effects of churn on your organization. I discussed the reality that churn impacts more than just your bottom line, including these very real potential consequences for your brand: 1. Perception of product becoming reality.

The 5 Customer Satisfaction Metrics You Can Track for a Boost to ROI


Prioritizing customer satisfaction starts with your call center and ends with higher revenue for your entire organization. Turns out, more than two-thirds of companies with growing revenue prioritize customer satisfaction, compared to only 49% of companies with stagnant or decreasing revenue.

How to get your CCXP credentials


Learn what the CCXP is, why it matters, and how to get it. Guides


Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

Why your chatbot is talking customers out of doing business with you

Inside Customer Service

I recently went online to check the status of a delayed order. This should be an easy process in today's age. It wasn't. The company wasn't sharing any helpful information via it's ecommerce system. So I went looking for live help. The company's contact information was intentionally buried.

The 5 Best Free WordPress Live Chat Plugins


WordPress powers over 40% of all websites on the internet. To put this into perspective, Joomla is the second most used and only has 2.6% market share. A key reason why so many businesses use WordPress is because the software is free. But it’s so much more than that.

How a contact center can be the perfect partner: real estate agents and property managers.

Call Experts

Real estate agents and property managers, if your business takes too long to react to requests and return messages, your renters, buyers, and owners can get disappointed. Then, word will spread.

How to make work at home work?

The Petrova Experience

Post-COVID employee experience is a top priority of every HR executive. Most executives I know are losing sleep. They are challenged to design the optimal way to bring employees back to the office and/or keep remote work employees engaged.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

How Technology Makes Your Call Center Agents Better at Active Listening


Contact center service is all about helping people. But your agents can only help if they understand the problems customers face. What’s the best way to gain this understanding? By listening.

How to Support Your Agents and Improve Customer Retention


Customer support agents are instrumental to every company. They are problem solvers and product and service experts. At times, they are sales people. They are a company’s first line of support when inquiries and issues arise. And while customer support agents are indispensable players in any organization, they simply cannot do it all.

Transparent BPO Appoints Steve DiBari as Vice President, Operations

Transparent BPO

Industry Veteran to Lead Philippines Operations Rockville, MD, April 29, 2021 – Steve DeBari has been appointed as Vice President of Operations of Transparent BPO, a global contact center and business process outsourcer. He reports to Lance Hale, President, Transparent BPO. DiBari will be responsible for the company’s growing operations in the Philippines and will […]. The post Transparent BPO Appoints Steve DiBari as Vice President, Operations appeared first on Transparent BPO.

Why is audio so vital for virtual events?


Despite the last 12 months of chaos, the management of investor relationships continues to be a crucial element of successful business operations.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Transparent BPO Appoints Alan Jackson as Vice President, Business Development

Transparent BPO

Customer Experience Skills Augment Company’s Management Ranks Rockville, MD, May 6, 2021 – Alan Jackson has been appointed as Vice President of Business Development of Transparent BPO, a global contact center and business process outsourcer. He reports to Scott Newman, CEO of Transparent BPO. Jackson will be responsible for helping build the sales pipeline for […]. The post Transparent BPO Appoints Alan Jackson as Vice President, Business Development appeared first on Transparent BPO.

3 Ways Humans and AI can Work Together


Which is better: machines or humans? We’ve seen the debate for years. When it comes to customer service, there are strong opinions for each. . On one hand, automated systems can handle an unlimited number of customers at once, resulting in less time wasted and lower operational costs.

STIR/SHAKEN: Where Do We Go Next?


To understand where STIR/SHAKEN is taking us, it is important to understand how we got. The post STIR/SHAKEN: Where Do We Go Next? appeared first on TCN. Call Center Software Compliance

The Ultimate Guide To Implement Customer Retention Software For Your SaaS Business


From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. .

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Top 20 SaaS Product Review Websites of 2021


As much as 90% of the customers read online reviews even before considering a purchase. Were you under the impression till now that customer reviews were needed only by the prospects? Sadly, that’s not the case.

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Establishing Your Customer Feedback Goals

Brad Cleveland

Managing customer feedback effectively requires that you establish goals. You can then identify the steps and resources necessary to achieve them. This video discusses six goals that can help you get the most out of your customer feedback efforts.

May 06 – Customer Success Jobs


Role: Customer Success Director – Healthcare Location: Remote, San Francisco Bay Area, US Organization: Innovaccer As a Customer Success Director, you will understand customer needs and be a client counselor by working together with the customer to come up with solutions to key customer problems.