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.

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!

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

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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.

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.

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.

Do loyalty programs really drive customer loyalty?

TELUS International

CX Best Practices

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.

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).

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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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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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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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!

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.

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

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.

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.

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.

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.

Take the Thank You Letter Challenge, Thanksgiving Edition

Toister Performance Solutions

This Thursday is Thanksgiving in the United States. It's traditionally a time to gather with family, enjoy a bountiful feast, and be thankful. One thing I'm always thankful for is customer service.

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.

[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.

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.

Why you need guardrails for your contact center

Cisco - Contact Center

Formula one driving has a few things in common with a call center. Leading racers have stated “to go fast, you first have to go smooth”. There are important elements to racing that apply to running a contact center.

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?

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.

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!

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.

Create a Successful eCommerce Business Plan: A Step-by-Step Guide


You’ve spent months (and maybe years) shaping your idea. Finally, you’re ready to take your idea to the world in the form of a product or service sold through an eCommerce platform.

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.