Mon.Dec 06, 2021

5 Key Skills Contact Center Leaders Must Have


Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail.

Wow Your New Employees

Bill Quiseng

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?”


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Tips for improving call center productivity


If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficient and effective

Striking the Right Balance as a Customer Service Leader

Customer Service Life

As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on those busy days if I didn’t roll up my sleeves and help them get those calls answered or bust through that email queue.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Key Insights to Guide your CS Strategy in 2022


What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment.

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More Trending

5 2022 CX trends: Time for a CX revolution

NICE inContact

For years, we’ve been championing the idea that modernizing to an all-in-one cloud platform to power your contact center was an urgent “must-have.” The benefits of agility, flexibility, cost, reduction, and access to rapid innovations seemed obvious. CXone Customer Experience NICE CXone

Bringing Digital Channels into the Contact Center and Beyond

Upstream Works

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications.

Automated Communications that Don’t Feel Automated


Automation has played a major role in crafting the society that we all live and operate within every day. Consider the first iteration of automation as the great American industrial revolution. The key proponent to the first industrial revolution was the invention of the assembly line.

Combining the advantages of close-talk and far-talk speech recognition


Transcribing conversations between doctor and patients, as in Nuance’s Dragon Ambient eXperience (DAX) solution, is a very challenging application for speech recognition.


100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

The Importance of Creating a Repeatable Voice of Customer Process


Net promoter score results aren't enough to gain a clear understanding of what your organization needs to do to build healthier and longer-lasting relationships with key clients.

7 Step Guide to Perform a Customer Churn Analysis


All SaaS companies can expect some level of customer churn. For example, some customers who start a free trial may not ultimately subscribe, or those who do might realize they’re not interested in renewing their subscription.

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Call Center Quality Assurance: Boost Agent Performance & Customer Satisfaction


There's an old saying that a reputation takes a lifetime to build and seconds to destroy. The same goes for customer experience. Every modern call center strives to offer the best experience possible. However, a single bad experience can send loyal customers heading for the competition.

Why do some companies find responding to customer feedback so difficult to do?

customer sure

Like most people, I get sent a fair few invitations to complete satisfaction surveys. But probably unlike most people, I take the time to complete them and give my feedback. Let’s keep ‘the good, the bad and the ugly’ of survey design and length for another blog.

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.

5 Top Customer Service Articles of the Week 12-6-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Ways to Move From Customer Service to Customer Care by Patrick McCullough.

Reinventing and Reimagining Excellence

C Space

Reinventing and Reimagining Excellence. Robert Ader, Chief Marketing Officer, Porsche AG. In a world of inequality, every brand needs to answer what their contribution to the future of our world is.

The Top Customer Experience Books (Updated December 2021)


This regularly updated post provides links to the most popular (defined below) books on CX and related areas, along with their authors, ratings and prices. While there are many ways this list could be ordered, it is ordered by number of ratings on Amazon.

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10 Best Wufoo Alternatives and Competitors

ProProfs Chat

If you’ve been using Wufoo and looking for Wufoo alternatives, then you’ve come to the right place. New software solutions are released frequently, and you can always find a better and more robust alternative to meet your needs.

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.

What Over-the-Phone Interpreters Need to Know about Interpreting over Video Platforms

Certified Languages International

Source: Chris Montgomery on Unsplash. A telephone interpreter tasked with interpreting for a video meeting? Sounds like an oxymoron. While it seems counterintuitive — an audio interpreter conferenced into a video call — over-the-phone interpreters are seeing these types of encounters more and more.

National Grid sparks customer engagement with interactive and forward-looking sustainability initiatives

Maru Group

By Stacey Kinley, SVP, Strategy and Development, Maru/Matchbox | December 6, 2021. Transparency is important in building customer trust so they can adopt sustainable practices. How do you engage customers in a low-engagement, highly regulated industry?

Build IBM Watson & Integrate with Whatsapp


IBM Watson Assistant is a chatbot that employs artificial intelligence. It comprehends customers queries and responds quickly, consistently, and accurately across any application, device, or channel.

Reimagine the IT helpdesk with conversational AI


As more organizations embrace hybrid work models, the IT helpdesk is critical in empowering employees to work seamlessly across any location. According to the Computer Weekly article, employees’ confidence in the IT helpdesk addressing their needs dropped to 25%.

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.

Next Speaking Gig - Five9 CX Summit Canada, Dec. 8

Jon Arnold

Last month I did the lock note in person at our SCTC conference, and this month I’m presenting at Five9’s CX Summit Canada. This one will be virtual, which is too bad since there are so few industry events in Canada, and otherwise, this one would likely have been right in my back yard.

All you need to know about Knowledge Management in 2022


The post All you need to know about Knowledge Management in 2022 appeared first on Knowmax. Customer Experience KM Software future of knowledge management knowledge management trends

Industry News and Merger Trends - Our Latest BCStrategies Podcast

Jon Arnold

Time for another podcast - this would be our latest from BCStrategies. If you don’t know, I’ve been with them as a BC Expert for several years, and our podcasts are a great way to showcase a lot of hands-on expertise around communications technologies and contact center.

How to Automate “Meeting Minutes” Action Items with Intelligent Solutions?


In corporate culture, the one thing that you can no longer live without is a meeting. With the help of the meeting, teams bond together and get things done smoothly. With the help of meetings, everyone in the organization gets on the same page.

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!

Spearline enhances Puerto Rico and Malta cover, adding mobile to its fixed-line support.


Welcome Puerto Rico and Malta to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers’ call experience with your organization. We are always working to ensure it is of the best quality.

Top Customer Success Leaders to follow in 2022


With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding.

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Unleash the True Potential of Your Data with Data Conversion Services

Back Office Centers

Handling data of any kind can be difficult, especially if it is not one of your strong talents. Data conversion services are here to get the most convenient, automated, and best conversion options for quick processing, whether it’s for deriving intelligence or gaining insights for analysis. This is an important aspect of digital transformation since it ensures that you have all you need for digital procedures in your industry right away.