Tue.Nov 26, 2019

10 Facts You Need to Know About Data Security

CSM Magazine

With the cost of cybercrime now exceeding $1 trillion dollars, here are some key facts about data security management. Fact #1: Cyber Attacks are on the Rise. The Internet has changed our lives forever, and most would argue that the change is for the better.

The Making of a Contact Center Superagent

Contact Center Pipeline

The universal agent is certainly not a new concept for contact centers. Next-available agent routing models have long relied on the use of experienced agents who have been cross-trained to handle a wide variety of call types, from technical support to billing to sales.

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Having a Crisis Contingency Plan for Your Call Center


Let’s face it: There are bound to be unpredictable, negative circumstances that any organization will bravely face at some point or another. It’s why it’s been said that you should always “hope for the best, and plan for the worst.”

The Top 3 Signs Your Support Team Needs Knowledge-Centered Service


Stop me if you’ve heard this one. A new customer support manager walks into the office on her first day. She’s excited because from the interviews she had with the director, it seems like this team really knows how to solve tickets, and they just need a few small tweaks to get their CSAT scores up.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Five Steps to Finding + Keeping the Right Customers


In a previous blog post , we shared how organizations must move toward a customer-centric approach, with a focus on the customer journey as a strategic capability. How, specifically, can you do that? Here are five steps to follow to ensure you find and keep the right customers. Customer Experience

More Trending

20 Support Leaders That We are Grateful For


When we asked our networks who people were grateful for, there was such an amazing outpouring of kindness…and far more people than we could include in one blog post. Support, as an industry, grows more each day.

Combating the High Agent Turnover Crippling US Contact Centers

Taylor Reach Group

Combating the High Agent Turnover Crippling US Contact Centers. by JD Fairweather. The revolving door of employee turnover is a source of frustration for any organization.

Photos and Highlights from Talkdesk VIP Lounge at Tropisueño during Dreamforce


Wow, what a week Talkdesk had at our VIP Lounge in Tropisueño (photos) , during Dreamforce, November 19-22, 2019! If you joined us, thank you. If not, here are some of the highlights of what you missed (so you can be sure to catch us next year).

Want to Feel More Calm? Head This Way for Interpreter Self-Care Tips

Certified Languages International

Marisol Varela, lead quality assurance specialist at CLI, writes about the importance of self-care for interpreters.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Do loyalty programs really drive customer loyalty?

TELUS International

CX Best Practices

Shifting the Dynamic from Vendor to Partner with Customer Success


Vincent Manlapaz, in an interview with Kevin Scheper (VP, CS at Drift) talks about the importance of understanding customers' behaviors, motivations, aspirations, and what drives their success. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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Best VoIP Phones of 2019 & 2020: What Other Review Sites Say


We’re going to do something a little different today. Today’s blog will be supported by our competitors’ opinions about the best VoIP phones of 2019 and 2020. Many of the phones we offer in the VirtualPBX Store have made their way to other review sites.

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Seamless Omnichannel Customer Service: Time to Separate Fact from Fiction


With every service channel you open, you’re offering more convenience and choice. But your customers will expect all options to reflect your best service levels and efficiency.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Enterprise Search for Customer Service is a Mistake. Here's Why


Enterprise search is a tempting solution for many companies. It promises a quick fix to data silos and doesn’t require migrations, switching software or any dramatic changes to your daily work. Knowledge Base Customer Service Knowledge Management Contact Center

Customer Experience for Millennials


Millennials as Customers – large and in charge. Millennials, (born between 1980-2000) are set to pass the Baby Boomer generation in terms of purchasing power. This is ot only as consumers but also as decision makers within the business world.

Artificial Intelligence: CX As You Like It

NICE inContact

As a liberal arts major in college, there is nothing I like better than invoking the spirit of The Bard (Shakespeare) in my writing. My title borrows from one of my favorite of his comedies, As You Like It.

The Top 3 Signs Your Support Team Needs Knowledge-Centered Support


Stop me if you’ve heard this one. A new customer support manager walks into the office on her first day. She’s excited because from the interviews she had with the director, it seems like this team really knows how to solve tickets, and they just need a few small tweaks to get their CSAT scores up.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

With CXone, Valvoline Drives Results that Exceed Expectations

NICE inContact

Valvoline, Inc. had identified a significant service issue that ran counter to the company’s brand standards, Quick. Trusted.

Human Resource: The Key to Corporate Social Responsibility

Etech GS

In today’s world, the Corporate Social Responsibility (CSR) is a lot more than just a nice-to-have. It has become an integral part of doing any business. The customers are likely to get involved with any brand with the organizational CSR activity as one of the major deciding factors.

Salesforce Small and Medium Business Trends Report 2019 Summary

Abby Connect Virtual Receptionists

Now in its third year of publication, the Salesforce Small and Medium Business Trends Report has provided revolutionary insights of small and medium business owners from all over the world.

Top Tips for Successful B2B Customer Communication


Good communication is vital if you want to improve your company’s bottom line and grow your business. When you communicate well with customers, your chances of success in business increase exponentially.

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Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

A Complaint Is an Opportunity

CSM Magazine

In this excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl explains why customer complaints are a golden opportunity for companies to improve their service. If your organization receives virtually no complaints this is not a sign that.

Amazing Business Radio: Alyona Medelyan


Get Thematic with Customer Feedback . How to Get the Most Out of Your Customer Feedback . Shep Hyken interviews Alyona Medelyan. They discuss how natural language processing can help companies focus on the most important problems to drive up customer satisfaction. Sound a little technical?

Are there Good Call Centers in New Jersey?


Your business will pay the price when you try to be everywhere at once. Call centers are designed to handle tasks you do not have the time to handle. If you are in New Jersey, how can you find a good call center?

From Chaos To Clarity: How A Knowledge-Rich Culture Boosts Customer Experience


This article, “ From Chaos To Clarity: How A Knowledge-Rich Culture Boosts Customer Experience ” was originally published by Blake Morgan on November 5, 2019. Is your company operating in chaos or clarity? The difference often comes down to creating a knowledge-rich culture.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

Dramatic Change Doesn’t Have to Be Traumatic Change

CSM Magazine

The word dramatic is a great word. When you use it to describe changes you make to improve customer service, it has a positive meaning. It sounds like you’re making big changes for the better. However, if you shorten the word to drama, it takes on an entirely different meaning—one that’s negative.

Three awards, three brands prioritizing customer experience

Hero Digital

No matter the industry, investing in digital experience can make an organization’s touchpoints more meaningful for their audiences.

Call Center Scheduling Tips for the Holidays


The winter holidays are the most stressful time of year for many businesses. This is certainly true of contact centers, especially given that so many inbound call centers are in the field of customer service.