Fri.Jun 11, 2021

Did You Say Millions or Billions? The Impact Poor Voice Quality Can Have On Your Contact Center Bottom Line


Did you know that, in large contact centers, as many as 30% of all calls can have voice quality issues? And that figure was from a study before COVID-19 and the fast, forced mass transition of agents moving to at-home operations that happened as a result.

This Is One of The Most Powerful Marketing Tools: Peoples’? Aversion to Loss

Beyond Philosophy

I downgraded one of my online subscriptions recently. I noticed in the process that not only did the platform tell me about all the features and benefits I would lose access to by downgrading, but they put it in red typeface AND had me check off a box for each item I was losing.


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The Sustainable Work-From-Home Contact Center: Give Supervisors Simplified Insights and Easy Access to QM Tools

Contact Center Pipeline

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model.

Why You Should Be Proactively Firing Customers Without Hesitation

Beyond Philosophy

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. However, I have changed my opinion over the years.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

Guest Post: Hang It on the fridge


This week we feature an article by John O’Leary, a speaker, coach, and best-selling author. He shares an excerpt from his #1 bestselling book In Awe. Scott worked at the valet stand. .

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Chatbot development from the scratch never been easier than this


Meeting customer needs at the moment of truth

Enghouse Interactive

Every organisation understands that delivering the right experience to customers is central to attracting and retaining their business. Engaged customers are more loyal, spend more and recommend you to family and friends.

In Retail Today, There’s Only One Way to Avoid Becoming Another Amazon Warehouse Supplier

CSM Magazine

E-commerce expert Alexander Graf explains how to avoid becoming a logistics company for Amazon or Alibaba. In late April, Amazon told Wall Street it had recorded a record quarter with sales up 44%, hitting $108.5 billion.

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Supercharging Your Tech Stack with Totango: Amplify Your Data Warehouse


In this blog series, we discuss different Totango integrations that help to harness the powers of all of your technology platforms into one dynamic system.

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5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

How to Measure the Effectiveness of Customer Health Scores


Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer.

Building your Digital Customer Success program - Choosing the right channels (Part 1)


Welcome to the fourth installment in our new series, This is Digital Customer Success where we set out to get clarity on all things Digital CS. In our first post, we started off by defining Digital Customer Success and explained how it’s different from “traditional” Customer Success.


Healthcare System Realizes Cost-Savings Equivalent to 18 Full-Time Employees with 3CLogic Integration for ServiceNow


As a ServiceNow Technology Partner, 3CLogic is proud to offer the premier cloud contact center solution that deeply integrates with the platform of platforms. But don’t just take our word for it.

Your ‘How To’ Guide: Create An Effective Online Course

CSM Magazine

Operating an online business isn’t as easy as it might sound. It’s not always about sitting around and having your merchandise selling. It gets even more complicated when creating content on how to do stuff.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Human connection drives successful customer retention


While many businesses are focused on acquiring new customers as part of their growth strategies, the importance of retaining their current customer base is often overlooked.

Delivering excellent customer service at the moments that matter


Date: Friday, June 11, 2021 Author: Pauline Ashenden - Demand Generation Manager Delivering excellent customer service at the moments that matter. Published on: June 11, 2021.

The Four Technologies That Make Hybrid Work Environments a Success

Momentum Telecom

If you’re searching for ways to make a remote or hybrid work environment a success, there are four technologies that allow you to stop your search. A hybrid work environment needs high-quality, cloud-based communications and collaboration technology.

My Next Webinar with NovelVox - Digital Strategy to Transform Customer Service

Jon Arnold

You may not know NovelVox , but they’re a good under the radar vendor, and I’m doing an educataional webinar with them on July 22. The focus will be the growing role of digital channels to improve CX - customer experience - and the importance of having a strategy to use them effectively.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Using Voice Communication to Create Lasting Customer Impressions


Voice communication is a powerful tool for persuading and influencing small business customers. Today, customers generally prefer to do business over the phone or via digital means rather than take time out of their day to visit your business office.

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How SBCs Work in Microsoft Teams Direct Routing


Buy Online Get a Free Demo How SBCs Work for Microsoft Teams Direct Routing Session border controllers play a crucial role in Direct Routing, Microsoft Teams' SIP trunking feature. While SBCs are not a new technology, their recent popularity is thanks to Teams.

Consumer Comfort with AI is Here to Stay


Just a couple days ago, fans around the world wished Michael J. Fox aka “Marty McFly” of Back to the Future , a happy 60th birthday.

4 Tips for Customer Service Automation Success


Automation and self-service can be a critical piece of modern customer service, but call center managers and business leaders should keep a few things in mind to make sure their new automation program sees real success. In a post COVID-19 world, it’s understandable why every business.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Inside Insite: Origins – Living Room

Insite Managed Solutions

Inside Insite: Company Origins - Living Room Inside Insite is a series of very short, hyper-focused videos that examine specific, behind-the-scenes topics. This episode explains where the company got its start.

4 Outbound Software Features Your Call Center Needs Now


With such a significant emphasis on inbound communication and the impending impact on customer experiences, The post 4 Outbound Software Features Your Call Center Needs Now appeared first on TCN. Call Center Software Compliance Outbound

Strategies to Increase Upsell and How to do it the right way in 2021 ?


Let’s admit to the fact that it is the Recurring Revenue that is going to make or break your SaaS business and the three factors that are responsible for your SaaS Revenue growth are-. New Customers. 2.Retention of existing Customers.

A CX Celebration of Stephen Covey!


7 Habits to Guide and Inspire Every CX Leader. For many people, myself included, Stephen R. Covey’s “7 Habits of Highly Effective People,” lays out a wonderfully simple but powerful set of guidelines for working well, collaborating successfully, and achieving meaningful goals. It’s also timeless.

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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Best Customer Success Certifications 2021: The Ultimate List


Whether you are someone venturing into customer success, or looking to enhance your career in customer success, or looking to upgrade the knowledge and skills you already have- you can do that with a customer success certification.

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How to Use Social Media for Effective Customer Support Management

CSM Magazine

Social networks are becoming popular for customer support because it offers free and practical tools that allow you: Manage your customer base without having to go through third-party services. Stay in contact with your clients.

Jun 11 – Customer Success Jobs


Role: VP of Customer Success Location: New York, NY, US Organization: Narmi As a VP of Customer Success, you will grow and build a product-led Customer Success organization to ensure scalability as Narmi onboards dozens of new customers over the next few years.