Tue.Jul 14, 2020

Why Your Call Center Needs Speech Analytics


Today, only 1-2% of recorded voice calls are analyzed by the average contact center, leaving hundreds of thousands of minutes of data untouched. That’s because an analysis of every single call by hand – a process that can take up to a half hour per call – would be a waste of time and resources.

Hello to “Hands-Off”: Visual Strategies for Contactless Service


Does this sound familiar? A customer calls the contact center with an urgent issue. His new coffee machine isn’t working properly, his smart sprinkler system isn’t configured correctly, or his internet connection is inexplicably down.

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Why the Call Center Was Already Collapsing—Even Before COVID-19

Contact Center Pipeline

COVID-19 has made the fundamental flaws in phone-based support impossible to ignore.

Amazing Business Radio: Ramon Ray


Tools of Amazing Customer Experience. How Big and Small Businesses Can Improve CX. Shep Hyken interviews Ramon Ray , founder of Smart Hustle Media. They discuss various strategies and tools that businesses large and small can use to create amazing customer service and experience.

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!

Transitioning Back to the Contact Centre

Call Design

With the threat of COVID-19 still lingering, everyone needs to understand exactly what it means to come back to the office. Contact centres are at an especially high-risk for transmission due to the number of people on each shift and the sharing of equipment between team members throughout the day.

More Trending

Customer Feedback Can Be Dangerous – Here Are Two Examples

Satrix Solutions

“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”. This statement is widely accepted nowadays.

Transitioning Toward Bite-Sized Knowledge Sharing and Product Adoption


Yoni is a marketing manager at Cincopa and a guest blogger for Guru. It might be ironic, but the race towards cutting-edge, forward-thinking learning methods seems to be spearheaded by those far-removed from traditional classrooms and lecture halls.

The CX Reframe: Three predictions for CX after COVID


Welcome to the final installment of Talkdesk’s CX Reframe: A 5-Point COVID Response Plan.

Is Flex-Time Right for Your Contact Center?


Flexible working arrangements have been commonplace for some time — even prior to COVID-19. Over 70% of employers who have implemented flexible working arrangements believe that it has had a positive impact on employee engagement and motivation.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

The importance of social listening on review sites


Social listening including review sites keeps every part of the marketing machine on the right path and there are some great tools to automate the process. The post The importance of social listening on review sites appeared first on CustomerCount.

Handling CCPA Requirements With a Toll-Free Number


The California Consumer Privacy Act (CCPA) was created to protect the online information of California residents and the broader internet community. Many businesses are finding out that it impacts their own operations, whether or not their headquarters are in California.

Private Social Messaging Accelerates Customer Experience (CX) Transformation

NICE inContact

Many consumers needing customer support, especially younger ones, want to interact with businesses through private social messaging apps, such as Facebook Messenger, WhatsApp, and Twitter Messenger.

The CISO's Perspective: Eight Lessons Learned From COVID-19


Given the already-expanded attack surface, in my estimation it is never too early to look at lessons learned from the pandemic—and there certainly isn’t a shortage of teachable moments, right from the top down.


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!

Part 3: Ouch! Solve the pain caused by your current B2B customer support system.

Team Support

Break down silos and build up communication among teams. In today’s hyperconnected world of business, it’s hard to believe that silos still exist between departments. Sadly, they do.

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The Supreme Court Just Weighed in on the Constitutionality of the TCPA


The Supreme Court Just Weighed in on the TCPA The Case In Barr v. American Association of Political Consultants, a group of political organizations and polling institutions challenged the constitutionality of a 2015 amendment to the TCPA.

My Latest White Paper - RingCentral Video and Fixing the Meetings Milieu

Jon Arnold

This one has been a long time coming, but it’s finally public. As part of RingCentral’s recent launch of RingCentral Video, I was commissioned to produce white paper, mainly to explain the problem set around meetings, and the various ways video brings value to make them more effective.


The Supreme Court Just Weighed in on the TCPA


The Case In Barr v. American Association of Political Consultants, a group of political organizations and polling institutions challenged the constitutionality of a 2015 amendment to the TCPA. The 2015 amendment allowed the use of an auto-dialer to collect on government-backed debt.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

New Technologies For A Growing Business

Abby Connect Virtual Receptionists

Growing a business isn’t an easy task, and it’s one at which many people don’t succeed. Between all the day-to-day intricacies of running a business to making sure you are cognizant of the bigger picture, business owners are constantly looking for new and better ways to innovate.

Developing and Creating a Positive and Appropriate Experience


Vincent Manlapaz, in an interview with Alicja Heyduk talks about the most important steps in mapping and designing a customer success journey. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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6 Difficulties Companies Face when Transitioning from Brick and Mortar to Virtual


Business continuity strategies during COVID 19 take into account how rapidly industries are changing in terms of IT and WFH solutions. More expert insights and frank talk based on actual customer experiences from international agencies inside!

How to launch a successful customer advocacy program


Customer advocacy has come a long way since its inception. Today, the most fervent supporters of customer advocacy report an uptick in both customer loyalty and customer engagement, and a stronger sense of community among their customers.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Pandemic Compounds 2020 Hurricane Season

Working Solutions

April Wiita poses a probing point in a new Contact Center World piece: As the Pandemic Continues: Is Your Customer Service Ready for Hurricane Season? Wiita has a grounded perspective to answer it.

PCI DSS: The Forgotten Superhero

CSM Magazine

As millions of pounds are lost to Coronavirus scams, the Payment Card Industry Data Security Standard (PCI DSS) is enjoying a well-earned revival. Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments.

COVID & CSAT: Keeping customers happy during the pandemic


It’s hard to be human right now. There are many scary and confusing things happening in the world that make it easy to be cranky. Wouldn’t it be nice if your support team could be a bright spot in your customers’ day instead of just making things challenging?

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Training Your Call Center Agents to Sound the Alarm on Harassment in Abusive Customer Interactions Instantly Can Fuel Your Agents’ Empowerment


When I was in college, I worked in a call center. And one call is engrained in my mind as a permanent reminder of how not to interact. The customer who called in was just so insulting and so…mean. See, I was the last person on the shift.

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!

Colleen Beers of Alorica: How To Identify And Retain Fantastic Talent


As a part of my HR Strategy Series, I’m talking to top experts in the field to teach prospects what hiring managers are actually looking for, while also supporting business leaders in their hiring and retention strategies. Today I had the pleasure of talking with Colleen Beers.

Onboarding best practices: Delivering great agent experience


Onboarding best practices: Delivering great agent experience. Knowledge Management Learning Management System Picture Guides agent experience Agent Learning

How business processes benefit from SMS communication


SMS for business. SMS (Short message service) uses standardized communication protocols to enable devices to exchange short text messages between one another.