Thu.Sep 10, 2020

Four Proven Practices to Elevate the Impact of Your Online Training

Contact Center Pipeline

In the mad scramble to move more than 90% of our nation’s contact center agents to work at home, the focus was on technology—keeping our agents online, connected and maintaining service continuity.

Why We Think Things Are Good When They Are Bad

Beyond Philosophy

Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad.

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The Humble Manager – Tip #15

Steve DiGioia

I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager is realistic and open to suggestions.

9 Types of Call Center Customers (and How to Deal With Them)


Call center agents deal with dozens of customers each day, each with a unique problem to solve. As the face of your business, they’re the ones who best understand the wants and needs of your consumer base.

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!

How to Turn Your Hobby into a Profitable Business

Joe Rawlinson

Do you have a hobby that you cannot wait to get home to after work? Is there a way to monetize it and turn it into a profitable business? These are questions that many people ponder as they make their way home from another dull day at the office.

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Report: Companies routinely ignore customer emails

Toister Performance Solutions

Email remains a strong customer service channel despite its age. The convenience is perfect for non-urgent issues. You quickly type out your message, send it, and then go on with your day until you get a response. Email is good for companies, too.

Personal Connection: Your Most Valuable Call Center Tool

Monet Software

How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. Empathy is critical in customer service, especially amidst COVID-19. Many customers are feeling frustrated, distracted and otherwise in need of some extra support.

The Way We Shop Has Changed


What a difference a year can make. Let your mind go back in time to Q4 of last year: a time of wanton consumerism and high hopes. Post-Black Friday, shoppers pumped $730.2 billion into the US economy during the 2019 holiday shopping season.

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Live Chat Features that Enhance Agents’ Performance

Provide Support

The post Live Chat Features that Enhance Agents’ Performance appeared first on Provide Support Blog. Articles Best Practice Tips and Tricks Tutorials customer service live chat agent live chat agent app Live Chat features

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.

Meet Interaction Analytics: Let’s Play Two Truths and a Lie

NICE inContact

If Interaction Analytics is a new concept to your contact center and you are just getting to know its capabilities and value, you will be charmed by your first impression. If you are already familiar with the benefits Interaction Analytics provides, here is a chance to test your knowledge.

How Customer Support Chatbots and AI are Changing Fintech


Today’s economy has forced individuals worldwide to consider how they handle and keep track of their money. Consumer fin-tech companies have capitalized on this renewed focus on personal finance and many have seen a spike in activity during this period.

Customer Dies Waiting In Line at the DMV



Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

NICE inContact

Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles.

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!

Is social engineering damaging your contact center?


Due to the pandemic, 2020 has been the year where many organizations have transitioned to a work-from-home (WFH) model to ensure employee safety. In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries.

Everything About Customer Experience Mapping

CSM Magazine

Identifying a Customer Experience Map. Satisfactory customer experience is essential for any company and entrepreneur, from a small beauty product retailer or essay writer to an international corporation.

Why Video Contact Centers will transform Customer Engagement after COVID -19?


The world after COVID-19 is unlikely to return to the world that was. The COVID-19 crisis has affected economies around the globe. It is permanently reshaping our lives as it continues to unfold. Trends in all spheres of life are getting impacted by the pandemic.

How Closing The Loop Helps Companies Keep Promises


Keeping promises is absolutely essential to brand success.

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.

How to Measure Contact Center Performance

Waterfield Technologies

Your organization has made a significant investment in the best customer engagement platform. Your channels are integrated, and your workforce is primed for top performance. However, many contact centers under-utilize […].

Commerce with a Conscience: Ethical & Sustainable Banking with Lynn Marie Auzenne


Learn about the pioneers ushering in a new wave of banking that’s sustainably focused and community conscious. That’s exactly the kind of thing financial services trailblazer Lynn Marie Auzenne discusses in our latest edition of Thoughtline.

Best Practices for Effective Email Customer Support in 2020


Email is a foundational pillar of customer support. Research shows that 91% of consumers use email daily. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel.

The Best Receptionist Software for Improving Your Business Success

CSM Magazine

As more and more business activities get automated, the dark and gloomy vision of people being put out of jobs by robots is becoming increasingly more difficult to ignore. But automation doesn’t necessarily have to mean mass unemployment and the inevitable downfall of humanity.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

On-Premise, Cloud or Hybrid: Identifying the Right Contact Centre for Your Business

Connect Managed

Contact centres are a key customer experience touchpoint and inevitably a substantial cost base too. Companies are rightly concerned about delivering the best contact centre experience for the best possible cost.

The Power of Perseverance

Horizon CX

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage?

8 Ways Commercial Cleaning Can Improve Productivity and Customer Service

CSM Magazine

If there’s one thing business owners are always trying to increase, it’s productivity. The more productive team members are, not only is work quantity increase but so does the quality. Customers are more satisfied, and revenue is maintained and increased.

Aircall: Considering a Move to Remote Support? Go for it! [Podcast]


Their goal was to build a strong team that, when able to, allows for shared workspaces and social gatherings. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts.

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!

What’s TTS Doing for Contact Centers? (Why we Love Text-to-Speech!)


In this post: What is TTS? Why does TTS matter in a contact center? What are the benefits of using TTS? What you should know about conversational IVR What’s great for customers! What’s great for you! What is TTS? Text-to-speech (TTS) is a kind of ‘speech synthesis’ that speaks text aloud.

5 key trends that are impacting call recording in 2020


Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020.

Advance from Personalization to Customer Journey Orchestration


By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience.