Mon.May 23, 2022

Pandemic, Inflation, War: Coping with High Contact Center Volumes

Injixo

We're living through what some commentators are calling a permacrisis. No sooner does the world come to terms with one catastrophe, another one emerges. Whether it's a global pandemic, commodity shortages, spiraling energy prices, war, or even Brexit , the only constant seems to be instability.

5 ways to be a better ally in contact centers

Callminer

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog

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10 Smart Ways to Cater to Your Local Customers

Steve DiGioia

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can.

5 Problems with Multi-Carrier Phone Number Provisioning?

Avoxi

5 Common Problems with Multi-Carrier Phone Number Provisioning (& Solutions) A lot can go awry when you're balancing several VoIP providers manually at one time.

voip 91

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Contact Center Wrap-Up—Where the Rubber Meets the Road

Quadient

Contact Center Wrap-Up—Where the Rubber Meets the Road. Marissa Feigen. Mon, 05/23/2022 - 12:58. Customer experience (CX) is the new marketing battleground.

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Support Talks: The Foundations of Scaling Successful Support

Nicereply

Support leaders are likely to encounter a need to scale their teams at some point in their career. Brendan Ledger , Director of Support at 7shift s, has a three-step framework that sets your team up for success and helps you scale effectively and quickly.

Diverse teams spark new ideas and the best outcomes

Nuance

The best collaboration happens when we’re all working together – really listening, being open-minded, and valuing the many perspectives we have. Not only do we learn from each other, but we’re able to do our best work.

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Overcoming Fear and Loathing of the U.S. Healthcare Open Enrollment Season

Cyara

Open enrollment season. These words are enough to create fear and loathing in the hearts of U.S. health insurer employees. Those affected range from vice presidents of contact centers and the customer experience (CX) to the workers who interact with consumers via phone, chat, and other channels.

Your First 100 Days as an Account Management Leader Part 3: Why Are Customer Touch Points Important?

Kapta

When customers have any type of negative experience, it can have disastrous consequences for your business — both for keeping the account and when it comes to long-term revenue implications.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

May 23 – Customer Success Jobs

SmartKarrot

Role: Director of Customer Success – North America Location: New York, NY, US (On-site) Organization: Leapsome As a Director of Customer Success, you will establish the best customer experience across the customer journey with onboarding, support, account management and upselling and turn the customers into advocates.

5 Top Customer Service Articles of the Week 5-23-2022

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. Customer Experience Leaders Can Learn from Baseball by Lynn Hunsaker.

Call Center Coaching Guide: Challenges, Tips, and Solutions

Balto

Ugh, Call Center Coaching…Let’s talk about it. . Ok, Call Center Coaching…what is it? Well, there are certainly textbook definitions you can find online. Such gripping narratives use exhilarating phrases like “annual performance review,” “call center coaching tools,” and “telephony integration.”

TSIA World Interact 2022: Key Takeaways

Education Services Group

A collaboration piece with Peter Armaly, Nick Mitchell, and Sheik Ayube. Justin Garlock. Customer Success Analyst. Peter Armaly. VP of Customer Success. Nick Mitchell. Customer Success Manager. Sheik Ayube. VP of Business Development.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

How Higher Education Suffers Without Digital Student Engagement

Comm100

Today’s Gen Z students have grown up during a time of incredible innovation in CX. Whether it’s shopping, transportation, or food, these students have learned to expect service when, where, and how they want it.

How Absence Management helps Human Resources

Pipkins

Pipkins is not an HRIS program, but we can still help human resources. Pipkins is a workforce management (WFM) software service that specializes in labor utilization and scheduling – absence management is a key element.

10 Things to Remember When Making the Move from AMs to CSMs

Education Services Group

The role of a Customer Success Manager (CSM) is consistently ranked as one of the fastest-growing jobs in the world. LinkedIn’s 2020 Emerging Jobs Report put Customer Success Specialist at number six in the U.S. with a 34% annual growth rate. At the same time, spending on XaaS continues to skyrocket.

How Do ACD Systems Work?

LiveVox

The post How Do ACD Systems Work? appeared first on Livevox. Omnichannel

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Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

20 Business Website Templates to Design Your Website

JivoChat

Counting on pre-built business website templates will make it much easier to create your website. It doesn’t require you to have design or coding skills and will make your pages look more professional.

Choosing an Outsourced Customer Service Company in 2022 for business growth

Vcaretec

Call Center , Customer Service , Outsource Customer care , Outsourced Customer care , Big Data Call center outsourcing is here to stay, and it may be time for your organization to join in.

Considerations (and Strategies) for Monetizing Customer Education

SmartKarrot

Customer success is pivotal to company success. Customer education is a profit center and needs to be taken seriously to add value to the organization. Customer education programs are courses that onboard, retain, and engage customers with the customer.

5 Reasons To Rely On An Outsourcing Company For Inbound Calls

Vcaretec

Call Center , Customer Service An inbound call is any call that a prospect or client makes to your business. Inbound calls can mean a variety of things.

How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

How To Adopt A Customer-First Strategy At Your Organization? 

Knowmax

The post How To Adopt A Customer-First Strategy At Your Organization? appeared first on Knowmax. Customer Experience customer-first customer-first approach customer-first strategy

4 Customer Service Practices a Good Outsourcing Company Should Use

Vcaretec

Good customer service can be difficult to achieve. Customer service representatives go through extensive and ongoing training to hone their skills, and it is not something that comes easily to everyone.

How to Carve your Customer Success Career Path?

CustomerSuccessBox

In this fast pace world, the job market has been taken over by the technical roles of artificial intelligence, data science, and robotics engineering. This is why it’s quite surprising to know that the profession of customer success specialist has been marked universally as a high-demand job profile.

3 Things That Go Into Your Outsourced Call Center Pricing

Vcaretec

Call Center , outsourced call center , Call Center Outsourcing Hiring a call center outsourcing company is a major decision.

How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

The Metaverse is Going to Transform Customer Experiences Across the Film and Entertainment Industry

CSM Magazine

The film and entertainment industry is on the cusp of a major transformation, thanks to the inception of the metaverse. The Metaverse is not just a place to watch movies or play games, but it is a place where people can come together to share experiences and create new ones.

Why (v)WeCare Should Be Your Call Center Service Provider

Vcaretec

Call Center , Customer Service , Customer support (v)WeCare is a top-of-the-line customer service provider. We help dozens of customers in several different industries to deliver high-quality customer service to their customers over the phone, via email, on live-chat, and on social media.

How COVID-19 Impacted Call Centers

Vcaretec

Call Center , Customer support The COVID-19 pandemic had a profound impact on nearly every industry in our economy - and call centers were no exception.