Wed.Nov 24, 2021

Low-Code/No-Code AI-Enabled Chatbots

Contact Center Pipeline

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer service realm.

PACE: Community Insights – How to Build a Seamless Customer Experience Using Omnichannel


Today’s customers are digital-first and that’s non-negotiable. They want to be informed, they enjoy knowing the news first and they value being there when major events happen. They expect brands to speak their language and use their communication channels.


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These IVR Best Practices Will Take Your Call Center to the Next Level 


Contact centers face constant shifts like any industry, with contact center trends reporting more remote call centers and a heightened need for customer intelligence and improved work environments. A robust call center IVR system and strategy can support all the above trends.

To Evolve CX, Evolve Your AX

Upstream Works

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

How Does Virtual Receptionist Pricing Work?

Abby Connect

Have you been considering the assistance of a live virtual receptionist service? If so, you may be wondering whether it’s in your budget.

More Trending

Feedback Bribery

Shep Hyken

To what extent will a company go to try to get customer feedback ? Is it a simple email request? Is it an incentive to fill out a survey? And, if there is an incentive, can that skew the results? . One of our faithful subscribers sent in a question.

Top 16 call center features you need to know in 2022?


What are the top 16 call center features you need to know in 2022? With pandemic, call centers had to suddenly equip themselves to handle a plethora of queries as the nature of interactions changed.

Nov 24 – Customer Success Jobs


Role: Vice President, Customer Success Location: Alpharetta, GA, US (On-site) Organization: Global Payments Inc. As a Vice President of Customer Success, you will be responsible for building and sustaining the strategic relationship with our customers and the revenue.

Top Ways To Ensure A Direct Response From Customers Via Call Center Service

Grupo Noa

Getting a direct response from your customers can grow your business enormously. According to statistics, the direct mail alone enables a business to experience a strong ROI, ie. 15% – 17% but getting direct response is quite difficult.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

The P’s & T’s of Customer Success


Every leader should develop a personal framework to organize how they approach their work. Customer Success leaders benefit from a personal framework since time is in short supply and we constantly need to prioritize our efforts.

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An Insightful Overview of the Differences between Intents and Entities


The Role of Intent and Entities in Understanding Context in Natural Language Processing Systems Intents and entities are the building blocks of natural language understanding by context. The more entities an intent can identify, the more robust it is.

Step-By-Step Guide for Successful SaaS Application Development

CSM Magazine

The process of developing a software system involves various stages such as requirement analysis, design, development, testing, deployment, etc. The step-by-step process where a software idea on paper is transformed into a working piece of software is called the Software Development Lifecycle (SDLC).

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How to Communicate with Customers Effectively


Share This Story When customer service is at its busiest, it might be time to get back to the basics: Your team’s ability to effectively communicate with customers. .

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Customer Marketing: Part 4 – Engagement


Over the past few weeks, we’ve been exploring some of the different types of customer marketing initiatives that CSMs can own to deliver fantastic customer experiences.

Why You Should Use Real-Time Call Monitoring in Your Contact Center


Call monitoring can be a useful tool in analyzing the effectiveness of your call center. While it may seem a bit intimidating at first for new calling agents, it can actually build confidence and enhance performance.

Free Webinar: Supercharging Customer Care and Optimizing Experiences

CSM Magazine

Reuters Events are excited to announce the final service & experience webinar of 2021: ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior leaders from EXPO2020, Hootsuite, Getaline Ecommerce & Customer Service Culture!

How to reduce latency and improve VoIP calls.


How to reduce latency and improve VoIP calls. Latency is a well-known contributor of poor quality VoIP calls. As VoIP calls are real-time, even the slightest delay is noticeable.

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LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

How Do I Know If I Have the Right Kind of Consent?


Determine what kind of consent you need, and why. Once you decide, and in conjunction with your legal counsel, our guest host Tim Collins explains why "the right kind of consent" really comes down to a conversation about risk. The post How Do I Know If I Have the Right Kind of Consent?


Copper Sunset - Was Guest on Channel Futures Podcast - Coffee with Craig and James

Jon Arnold

One more item to share before Thanksgiving. I was a guest on this long-running Channel Futures podcast - Coffee with Craig and James - Craig Galbraith and James Anderson.

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How Do You Start Collecting Opt-Ins for Debt Collection?


Having an opt-in strategy will give you a competitive advantage for increasingly diversified communication preferences. In part 5 of our Reg F Mini Series, our guest host Tim Collins shares how to get started. The post How Do You Start Collecting Opt-Ins for Debt Collection?


In the Subscription Economy, Only the Truly “Customer Centric” Will Survive!


Subscription model, membership economy, consumption-based model. Name it what you wish, but it ultimately boils down to the forever transaction. It is the moment where customers join once and stay forever.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

7 Easy (yet efficient) Ways to Prove Customer Value


If you provide enough value, then you earn the right to promote your company in order to recruit new customers. The key is to always provide value. Guy Kawasaki. In today’s hyper-competitive business world, SaaS businesses find it increasingly difficult to stand out.