Spearline

JUNE 23, 2021

You don't know about the calls that never connect but with Spearline you can be safe in the knowledge that all your customers are able to connect to your agents when they need to. With Spearline you can monitor and test your lines proactively putting the power in your hands. Contact Spearline today for a free live trial. About Us. Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax ser

Call Center 52

Call Center Management 52

ShepHyken

JUNE 23, 2021

One of our readers asked me the following question: What is your advice for a company that is struggling during COVID-19? I know, we’re all tired of hearing about COVID-19 and the pandemic. However, there is light at the end of this very dark tunnel. We are seeing business in most industries returning to pre-pandemic levels. Still, some companies are still struggling.

Customer Service 351

Customer Service Management 351

TechSee

JUNE 23, 2021

The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers. Companies recognized the need to deliver engaging, frustration-free online experiences for their customers, and many turned to remote visual assistance to help them achieve their goals. Today, remote assistance has become a standard in customer service and is here to stay.

Self service 168

Self service Enterprise Upselling Contact Center 168

Taylor Reach Group

JUNE 23, 2021

A major sporting goods retailer is scheduled to launch an outdoors-focused retail brand in 2021, and has retained The Taylor Reach Group, Inc. (TRG) to support the setup, and implementation, for its ecommerce contact center operations. TRG’s consultants and partners have extensive experience in supporting customer experience (CX) operations in the retail and ecommerce spaces, having worked with many of the most successful brands in the marketplace.

Contact Center 120

Contact Center Customer Experience Call Center Consulting 120

Dive into the realm of contact center dialers with our infographic! Explore the various types – Preview, Predictive, Automatic, and Progressive Dialers – and unravel their roles in boosting call center performance.

Contact Center

SharpenCX

JUNE 23, 2021

Metrics aren’t everything. But, your contact center KPIs are an important piece of creating a happy team and happy customers. You need powerful analytics to monitor, measure, and manage your agents and your interaction data during the day. Plus, you need a high-performing, empowered contact center. It can be hard to manage. But, don’t feel burdened to track the dozens of KPIs in your contact center.

Contact Center 101

Contact Center Abandon rate Management Metrics 101

Guru

JUNE 23, 2021

We know you’re probably tired of hearing the term “new normal,” but it’s pretty accurate when you’re talking about the state of most workplaces. A lot of companies completely changed their approach to work during the pandemic. After spending more than a year working remotely, plenty of people are struggling to find a balance between in-office and remote schedules.

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Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service. In fact, it’s such a huge deal for customers today that it has overtaken price and product as the key brand differentiator.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

GetFeedback

JUNE 23, 2021

Learn about mobile app surveys, including benefits and types, and how they help you collect customer feedback and optimize your mobile experience.

Surveys 78

Surveys Feedback 78

Lumoa

JUNE 23, 2021

Developing a diverse and inclusive culture not only forms a team that reflects the marketplace, but creates an environment where employees bring their whole selves to work – ultimately yielding more productive employees and more creative teams. 87% of organizations around the globe state that diversity is a priority area for them to focus on. It’s becoming more and more important to develop and implement these initiatives in your CX team.

Customer Experience 83

Customer Experience Accountability Metrics Customer Service 83

Advertiser: ZoomInfo

Longer sales cycles. Increasingly discerning buyers. More meetings. Intensifying competition. Economic uncertainty. Go-to-market teams of every size, in every industry, are grappling with these challenges firsthand. Thankfully, there’s an answer. We’ve developed an entirely new way for GTM leaders to identify and execute proven, data-driven strategies that drive revenue.

Sales

NICE inContact

JUNE 23, 2021

Customer sentiment analysis is one of many AI-powered solutions that's transforming the way contact centers operate. Download Solving for the Human Side of AI in the Contact Center to find out how best-in-class contact centers are leveraging artificial intelligence to produce meaningful business results.

Contact Center 62

Contact Center 62

Concentrix

JUNE 23, 2021

Learn how to create better buying journeys that will keep your customers coming back for more. The post Tech to Transform CX and Drive Sales appeared first on Concentrix.

Sales 62

Sales 62

Playvox

JUNE 23, 2021

The contact center industry is full of specialized terminology, with many contact centers having a jargon all their own. It’s a challenge to keep track of every individual term and its definitions, so we put together a comprehensive glossary of the most frequently used and difficult-to-define words that contact center professionals rely on to make sense of their world at work.

Contact Center 53

Contact Center Call Center 53

CSM Magazine

JUNE 23, 2021

Over 60 per cent of CEOs surveyed by Gartner revealed they believe digital transformation will spur an economic boom in 2021. To capitalise on this, leaders will need to navigate transformation projects with speed and precision. The good news is that during the pandemic, most companies learnt to drive change initiatives at pace – in fact, over half (59%) fast-tracked transformation projects.

Self service 52

Self service SaaS Analytics Surveys 52

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

Feedback

Calltools

JUNE 23, 2021

As someone who owns or manages a call center, you know better than most that poor decisions can ruin a business’s reputation. Bad actors within the call center industry have made it necessary for the U.S. and other countries to pass laws regulating how companies behave. If you fall out of compliance, you risk angering consumers, having your service interrupted, and accumulating hefty fines.

Call Center 52

Call Center Interactive Voice Response Telemarketing Government 52

CSM Magazine

JUNE 23, 2021

Theloops secures $8.75m in seed funding to reinvent support operations for modern SAAS businesses investment led by dell technologies capital positions company to meet significant demand for agile, intelligent support operations. TheLoops , an intelligent support operations platform, today announced it has closed $8.5 million in a seed funding round led by Dell Technologies Capital, with participation from Tidal Ventures and Westwave Capital.

SaaS 52

SaaS Average Handle Time Customer Support Technology 52

CustomerSuccessBox

JUNE 23, 2021

Have you wondered, should you be automating all the communication that goes out to your end customers, or should you actually be providing all the human personalized attention at the moment in the journey? I wish automation was the one spot answer to everything that you can and you should automate. For example- All the mundane communication that goes out to the customers.

Personalization 52

Personalization Customer retention Education Technology 52

CSM Magazine

JUNE 23, 2021

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. PCI Pal – the global cloud provider of secure payment solutions for business communications – has published a whitepaper aimed at compliance and finance professionals, contact centre heads and customer experience leaders: “Payments: The Future of Security and CX”.

Customer Experience 52

Customer Experience SaaS Best practices Finance 52

Advertiser: ZoomInfo

Even in today’s data-driven sales world, cold calling remains a fact of life for many go-to-market professionals. Fortunately, today’s sales leaders have a crucial advantage over their predecessors: market intelligence and outreach platforms that can warm up virtually any introduction.

Sales

CustomerSuccessBox

JUNE 23, 2021

You must have heard a lot about onboarding a Customer, now let’s have a look into a different type of onboarding- onboarding of a new Customer Success Manager. So, when you have a new Customer Success Manager joining your organization, it becomes imperative to address that new CSM into your team. To crack the idea of onboarding you need to identify a few metrics on the basis of which a CSM has to be onboarded.

Management 52

Management Metrics 52

NobelBiz

JUNE 23, 2021

Steve Bederman joins Michael Ferree on the Leads Generation World Live Podcast to talk about the evolution from Call Center to Contact Center | Steve Bederman on Lead Generation World, how it will continue to evolve, and how companies can be successful with their inbound and outbound contact strategies. The post Winning Customer Trust through Omnichannel Communication| Steve Bederman on Amazing Business Radio appeared first on NobelBiz®.

Contact Center 56

Contact Center Call Center 56

Concentrix

JUNE 23, 2021

Concentrix Reports Record Second Quarter 2021 Results with Strong New Business Signings. The post Concentrix Second Quarter 2021 Results appeared first on Concentrix.

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SmartKarrot

JUNE 23, 2021

Human makes mistakes and so do companies and that is perfectly fine. But, is it too late to say the three golden words, ‘I am Sorry’? Let’s face it – it is all part of being human. When something does not go out as planned, what really matters is how you handle the situation and amend it at the earliest. While most customers willingly forgive, some expect a sincere apology.

B2B 10

B2B Personalization 10

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In the contact center industry, first-generation digital channels like email and web chat have seen significant adoption, along with video chat and co-browsing capabilities. However, customers are rapidly moving beyond these channels, seeking next-generation options. Social platforms are now becoming mainstream contact center channels. Download this guide today to learn how to help your business adapt to this evolving landscape and leverage the power of next-generation digital customer service.

Contact Center

Interaction Metrics

JUNE 23, 2021

1-Minute read. A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong. Customer Success Directors know that surveys are complex. At the same time, they are charged with getting the survey done! That’s probably why one of the top questions I get is, “what are the hacks?” “What are a few ways we can level up our customer surveys to ensure we get reliable data?”.

Surveys 62

Surveys Metrics Feedback 62

SmartKarrot

JUNE 23, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: BOLD PENGUIN As a Vice President of Customer Success, you will build the team and systems to ensure all partner needs are met through frequent partner interactions covering status, strategy, new initiatives, servicing issues, account performance, market changes, and relationship growth opportunities.

Best practices 10

Best practices Metrics Management Sales 10

Interaction Metrics

JUNE 23, 2021

1-Minute read. A life of better surveys. While customer surveys may seem simple, there’s a lot behind them and a lot that can go wrong. Customer Success Directors know that surveys are complex. At the same time, they are charged with getting the survey done! That’s probably why one of the top questions I get is, “what are the hacks?” “What are a few ways we can level up our customer surveys to ensure we get reliable data?”.

Surveys 62

Surveys Metrics Feedback 62