Thu.May 19, 2022

Adaptability: The Skill to Thrive in Changing Times

Contact Center Pipeline

First in a three-part series on adaptability and adaptive leadership. Part 1 of 3) The world is changing at a very rapid pace. Societal demands, and workplace and family demands are also evolving. With all these changes, we also must evolve and adapt to thrive! THE FUTURE IS HUMAN”!

Subscription Model? Is This Really The Best Approach for Me?

Beyond Philosophy

We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . We discussed this idea of subscriptions on a recent podcast.


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Innovative Strategies for Dissolving Silos and Introducing Effective Collaboration


The worst moment of working in a silo is realizing that you’re working in a silo. knowledge management

Essential Technology for the Virtual Contact Center in 2022


The customer service climate is constantly evolving, which means your contact center’s operation must adapt to keep up. Contact center technology is a key component of the way your business functions.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Cloud-Based Contact Center Solutions Buyer’s Guide


A contact center relies on its software to be able to deliver effective customer service and old legacy technology, with on-premise hardware may be hindering the way customers communicate with your company and vice versa.

More Trending

Are ‘Free SIP Trunks’ Really Free??


Are ‘Free SIP Trunks’ Really Free? You probably see "free SIP trunking" a lot on your VoIP communications searches. And you might be wondering how this is possible. Read on to see what part is free as well as the associated costs of using the service.

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8 Work from Home Stats to Know


Working from home (WFH) used to be a luxury that few companies offered, especially full-time. However, the COVID-19 pandemic forced many businesses to find remote solutions for employees. Employee Management

May 19 – Customer Success Jobs


Role: Director, Client Success Location: Remote, United States Organization: MediaMath As a Director of Client Success, you will own and develop strong relationships with the client and key stakeholders from C-suite to Hands-in-keyboards.

On-demand Webinar: Successful deployment of WebRTC applications


For the full webinar experience click here Successful deployment of WebRTC applications Watch a replay of our live webinar from Wednesday May 11 hosted by Tsahi Levent-Levi, Head of Product at testRTC , author of


A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Top 3 Takeaways of PCI DSS 4.0


PCI DSS 4.0: What Is It? Call compliance requires considerable effort from any company, but some call compliance laws are more challenging than others. PCI DSS can be one of the most challenging , but you know that already if you take credit cards online, in person, or especially over the phone.

Call Center Workforce Management


In our attempt to make sense of the struggles of hiring, keeping, and meeting the needs of call center agents, we’ve sought the knowledge of three experts with decades of experience in the contact center space and call center workforce management in particular.

Verizon and PCI Pal Release White Paper with Servadus Addressing Contact Centre Best Practices

CSM Magazine

Verizon and PCI Pal release joint white paper with Servadus addressing contact centre best practices in the wake of PCI DSS 4.0 rollout.

Top 5 Self-Service Use Cases in Healthcare


Modern patient experience has an array of customer experiences it’s now directly being compared to.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

3 Technologies That Are Increasing Agent Engagement Post Call


Contact center agents have been under a lot of pressure since the pandemic began. They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments.

Inside the Contact Center: A Study of Customer and Employee Experience


Produced by Unisphere Research and CRM Media, study presents trends and advice for CX leaders backed by fresh quantitative and qualitative data; Webinar on full results today at 11 am PT/2 pm ET.

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Medical Chatbot : An Ultimate Guide On Medical Chatbot


Last Updated on May 19, 2022 In a recent study by McKinsey, it was revealed that the healthcare industry is expected to create between $350 billion and $410 billion in value by 2025! The emergence of technological advancements and connected healthcare has led to huge leaps in the healthcare industry.

When Customers Struggle – Lessons from the Energy Sector

CSM Magazine

Carly Freeman, Head of Customer Services at Insite Energy , shares some key lessons learned while helping people at the sharp end of a crisis. When times are hard for customers, high quality support is an absolute imperative.

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

Increase productivity with this one counterintuitive trick

Inside Customer Service

It started as a typical, busy Wednesday. Then a miracle happened. A half-day event got cancelled. Another meeting was rescheduled for a different day. My calendar was suddenly wide-open. It was tempting to fill that found time with more work. I took my dog to the beach instead. We had a lot of fun.

Why Are Contractors So Bad at Customer Service and Being Responsive?

Abby Connect

If you have a contracting business, you’ve probably had experience with this — contractors struggle with customer service. There are many reasons why this is the case, including staffing issues, a lack of expertise, and a simple lack of overlap between customer service and contracting skills.

The Top 6 Best Automated Calling Services


It’s a given that call centers need to make a lot of calls. While human agents can be extremely efficient, they’ll never beat the machine for tasks that can be easily automated. Imagine you need to call 10 people.

Time for UC Awards 2022 - Back Again as Judge

Jon Arnold

UK-based UC Today has developed a pretty rich industry awards program, and the 2022 edition is now underway. There are now 12 categories of “innovation” awards for companies, and 2 categories to recognize individual achievements.


How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

5 Easy Ways to Get a Customer Referral.


You might think a customer referral to be a new concept, one that has been around only recently. If you think that, well think again! The concept of a ‘customer referral’ goes back hundreds of years.

Customer Success Is a Team Sport: Expert Guide to Playing It Well


Customer success requires a lot of attention. It is a company-wide effort and needs every team to be a part of it. You need a bunch of good teams to ensure that customer success is assured. It is known that customers hold stronger power over businesses. It is not enough to just offer the products.

Taylor Reach to perform strategic assessment for national association of licensing boards

Taylor Reach Group

A national-level association of professional licensing boards has engaged The Taylor Reach Group, Inc. Taylor Reach) to perform a strategic assessment of its membership communications and contact center operations. Taylor Reach; an award-winning industry leader in Customer Experience and Contact Center operations; has been called in to examine the association’s communications channels.

A Humbling Lesson in Customer Experience

Brad Cleveland

One of my first jobs was working for a company that provided business communications systems—telephone and computer systems. My usual task was to run cable. So, I spent a lot of time underneath the floors of corporations and hospitals and other buildings.

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.