Tue.May 19, 2020

How to Train Remote Agents


Proper training and onboarding for support agents not only helps them get up-and-running faster and more efficiently, but it can also be the difference between an average and a great customer experience.

How to Keep Your Remote Agents Happy & Motivated

The Call Center School

Working from home has many benefits. You have a flexible schedule, zero commuting, and more time with loved ones. But it also has its drawbacks, especially for your frontline agents. Most remote employees face challenges. Agents may face these doubly since they often deal with customer problems, too.

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7 sure-fire techniques to deliver great customer service working from home


Customer-centric companies who have made the transition to work-from-home (WFH) are now relying on remote support professionals like you to connect with their customers and provide positive brand experiences.

Amazing Business Radio: Jeff Nicholson


Leading with Empathy. Revolutionizing Your Customer Service for an Uncertain Future. Shep Hyken interviews Jeff Nicholson of Pegasystems. They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience.

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ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

Helping Organizations Adapt and Respond to the COVID-19 Pandemic

Contact Center Pipeline

The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with many questions, most of which are different from what your agents typically hear.

More Trending

Will the Pandemic Change Call Centers?


The coronavirus has altered the way that contact centers reach out to their customers and will undoubtedly change the way business is done in the future. Companies are having to rework their business models to manage costs and expenses. The Pandemic Has Already Changed Call Centers.

Coaching isn’t a one-size-fits-all approach. Here’s how to lead your frontline


Building a coaching culture is a continuous and active process. Coaches must lead by example, provide timely feedback specific in language and tailored to the individual, while working to improve the agent’s ability to drive positive CX outcomes.

How to justify A CX program to your CEO


Many feel like they face an uphill battle when trying to justify a customer experience program to a CEO. Here are a few ways that you can show the value of CX and make it easier for your CEO to get on board with it. Feed generated with FetchRSS

Key factors to successfully implement a remote work program


A remote work program has become a differentiator for organizations looking to attract and retain talent. The possibility to work from home provides staff with greater flexibility and reduces levels of pressure and stress.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Technology is Not Strategy


This year, contact centers revealed themselves to be the perfect COVID-19 incubators. After all, social distancing in the contact center is difficult to achieve. Companies have been forced to let support teams work from home.

9 easy steps to become the best at-home customer support agent


As a side effect of the coronavirus (COVID-19) pandemic, customers are looking for support like never before. Contact centers are handling higher customer demands as call volumes peak and the customer experience (CX) bar continually rises.

The Big Advantage of Being Small

NICE inContact

It would be difficult to find a small business that has not been adversely impacted by the current pandemic. And to say that most small business have been negatively impacted is putting it mildly.

Take a virtual road trip and pronounce US city and state names


We talk a lot about the names of people, and what they mean. But what about the names of places? They can often carry a rich history, a specific story, or even a humorous background in their letters.


Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

Invisible Problems: How Knowledge Management Impacts Remote Workforces


When the world started working from home overnight, there were a lot of obvious ways for employers to improve the quality of life of their employees.

5 Ways to Reduce Customer Churn for SaaS in a Recession


The continuing COVID-19 health crisis may well produce a recession that has a significant impact on the Software-as-a-Service (SaaS) industry. No one is certain how this will change the long and short-term behaviors of customers, lenders, and enterprises in a SaaS world.

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Work From Home Communications Considerations for Businesses


Today’s guest post was written by Ecommerce Platforms , a reviewer of online store software.

Part 1: B2B Customer Support: Cost Center or Profit Center?


There are two types of people in the world. The first type thinks B2B customer support is a cost center, or a necessary expense for running a business. After all, having a support team is required for your product, and it’s just something you need to have.

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Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

How Security and Risk Management Can Help You Achieve Organizational Goals


Security and risk management are always in fashion, but they’re now hotter than ever—and they can help you achieve your organization’s strategic goals. Cybersecurity

9 Places to Look for Your New Dream Job


You’re capable, talented and so, so skilled! You’ve got this—we know you do. The current economic situation has impacted almost everyone in different ways.

ChurnZero Customer Success Professional Spotlight – Brian Hartley


It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Brian Hartley.

Fraudster Central


The post Fraudster Central appeared first on Pindrop. Fraud


The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

ClientSuccess Recognized by SIIA as best Customer Success Management Solution


SILICON SLOPES, UT (May 18, 2020) – ClientSuccess, a leading B2B SaaS customer success management platform, has been named the best Customer Success Management Solution of 2020 as part of the annual SIIA CODiE Awards.

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3 Tips for Customer Service Documentation

CSM Magazine

Documentation is extremely important in every aspect of customer service. At a help desk, a call center, or during a sale, documentation provides the foundation for that lead in the future. In addition, documentation allows managers to see what is working for customers and what isn’t working.

Why Trust Matters in the Age of Urgency


Vincent Manlapaz, in an interview with Asaff Zamir talks about how trust can help build a strong CS organization. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

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Great Tips on Pinching Pennies in 2020

CSM Magazine

Sometimes people need some really extreme money-saving tricks or tips and this could be for several reasons. Maybe you are unable to work because of the Coronavirus Pandemic or maybe you have a savings goal and are having trouble reaching it.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.