Thu.Jan 27, 2022

Taking Care of Contact Center Business

Contact Center Pipeline

The expression “taking care of business” is defined by Merriam-Webster as “to do what needs to be done.” This is a more elegant definition than I expected when I looked it up! To do what needs to be done…that says it all and is why we go to work ultimately. Isn’t it? Takin’ Care Of […].

Watch Out! We Are In Danger of Repeating the Same Mistakes We Did Last Year

Beyond Philosophy

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences.

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Audio Capture Powers Automated QA & Real-Time Agent Guidance

OrecX

Contact centers and enterprises can interact and collaborate with recorded audio and associated meta data in a host of ways through real-time audio capture.

Employee Spotlight: Brennan Link

FluentStream

Here at FluentStream, we have one goal: Provide the best communications service and support possible for our customers.The goal may be simple, but boy howdy does it take continuous, passionate effort to pull off. That’s where our wonderful development team. Read More.

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Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Make it Personal with C1 Conversations

ConvergeOne

This article originally appeared in Security Magazine. One of the biggest challenges facing businesses today is how to transform their customer-?rst rst passion into a truly unparalleled experience. The bar of expectations from both consumer and B2B customers has never been higher.

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Content Pie #1: Set Yourself Up for a Year 2022

Nicereply

Get back on track without absurd New Year’s resolutions! Welcome to our first edition of Content Pie. Content Pie from Nicereply is content in short form that offers value and actionable tips on the spot. Today we will go through 12 things to do to improve your customer support in 2022.

The Future Of Predictive Contact Center Data Is Here!

Call Experts

With the power of predictive contact center data, support agents can anticipate outcomes and what information customers need before they realize it themselves—and respond quickly, guiding them to the best answers and highest-quality resolutions.

21 Best Call Center Interview Questions to Hire Top Talent

Fonolo

Finding your next great call center agent — someone who will help your contact center succeed— is no easy feat. Asking these call center interview questions will help you find the best agents to help the organization excel. Hiring the wrong agents can be detrimental and costly.

“This Much is True”: Call Reports Examples with Kevin Peyton

VirtualPBX

Forget the Spandau Ballet lyrics. My name is Kevin Peyton, and I am Vice President of Sales at VirtualPBX. I hope you enjoy this journey into the tools and techniques I use to help elevate a team.

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

SaaS Customer Success: Key Roles, Strategies, and Tools

Help Scout

One of the best steps any SaaS company can take to improve customer retention is an investment in customer success. Read the full article

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6 Quick & Reliable Ways To Increase Sales For Your Business

Quality Contact Solutions

Whether your call center is inbound or outbound , and if you have a product or service to deliver, finding ways to increase sales is a consistent priority. The topic of increasing sales is so prevalent that thousands of books and articles are published.

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How to Supercharge Customer Success with Effective Customer Education?

SmartKarrot

As a SaaS (Software as a Service) B2B business owner, your ultimate objective is to retain your existing customers, make your existing customers adopt your product, reduce the churn rate, and make your customers successful through customer success.

5 Things You Should Learn to Use When Your Customer Is Stressed

CSM Magazine

Emotions influence most customer decisions, such as what to buy and where to buy. Likewise, their assessment of the quality and value of the service or product that a business offers is based on their emotions.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Jan 27 – Customer Success Jobs

SmartKarrot

Role: Head of Customer Success Location: San Francisco, CA, US Organization: Fathom As a Head of Customer Success, you will manage and monitor the client-side of the implementation process, delivering best-in-class client service and meeting every milestone.

Integrate UC and CC

Enghouse Interactive

Cloud-Based Contact Center Contact Center Solutions contact center optimization Contact Center Customer Experience Omni-Channel Uncategory collaborative contact centre collaboration contact center solution customer experience contact center contact center technology Enghouse Interactive interaction management customer interaction unified communications Call Center

The 2022 state of the CX professional

GetFeedback

CX expert shares commentary on the CX profession in 2022, including salary and compensations, different team structures, unique skill sets, and common challenges. Articles

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Employee Spotlight: Brennan Link

FluentStream

Here at FluentStream, we have one goal: Provide the best communications service and support possible for our customers.The goal may be simple, but boy howdy does it take continuous, passionate effort to pull off. That’s where our wonderful development team. Read More.

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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.

8 Reasons Net Promoter Score® is Important to Your Business

Genroe

There is a lot written about Net Promoter score: what it is, how to use it, who uses it, etc, etc. But before you start spending time and money implementing NPS in your business, you need to ask yourself: Why is NPS® important in the first place. This post outlines exactly why you should […].

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Is Your IVR Solution PCI Compliant? Top 5 Ways to Secure Virtual IVR Solutions

LiveVox

While it may be hard to believe in the current digital age, many business transactions still take place over the phone. These transactions include those like customer service, order placements, sales, bill payments and much more. The post Is Your IVR Solution PCI Compliant?

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Call Center Security Tips

Working Solutions

Security Fundamentals In an information-driven era data security tops the list of importance in any contact center. Billy West, our vice president of information technology, provides some insight and a few fundamental tips on protecting data and privacy in call centers. Start smart. End secure.

Top 5 Threats to Customer Data Security

CSM Magazine

Information has become somewhat of a currency these days: this includes both your data and the data of your customers. Because of how valuable this data can be, hackers keep trying to steal it. As per the latest stats, cybercrimes may cause businesses around $10.5 trillion by 2025 annually.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

The 11 Best Help Desk Ticketing Systems for 2022

Help Scout

Keeping customers happy requires a well-functioning customer support strategy. The best way to get started is with a help desk ticketing system. Read the full article

5 Digital Tools You Need to Run a Successful Gym

CSM Magazine

If you want to build your gym and grow your membership base, there are certain things you will need to implement, including good use of relevant digital tools. With that said, below are 5 digital tools you need to run a successful gym. Gym management software.

5 Ways a Virtual Assistant Supports a VIP Experience Every Time

Interactions

In this day and age, I rarely need to physically go somewhere to take care of a task. Technology has afforded busy people like myself the ability to multitask and get things done during a short work break or after normal business hours. However, some things still need to be taken care of in-person.

Best Places to Start a Business

CSM Magazine

You can start a company virtually anywhere, but certain areas may be better suited to your long-term prospects. AllSmallBusiness.com reviewed 100 cities in the United States and compared them based on three categories: business environment, access to resources, and cost of doing business.

The Ultimate Guide to Executive Recruiting

Sourcing the right executive candidates and filling key managerial roles in an organization can be difficult, even in the best of times. Download this eBook to level up your discovery process, talent sourcing, and strategies for reaching your best-fit candidates.

Managing CX – Hidden downtime and blind spots

Spearline

Surprises can be fantastic and energizing, but for IT professionals not so. Hidden downtime and blindspots raise anxieties in network teams. However, in the increasingly complex arena of information and communications technologies, careful change management protects business.

How Packaging Can Convince Customers to Purchase a Product

CSM Magazine

Your package is the first thing that customers see when they are considering your product. It must appeal to them or else they will grab the competitor next to it.

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Tips for Building a Modern VOE Program

Concentrix

Learn how today’s top organizations are modernizing their employee listening programs to limit the impact of the Great Resignation. The post Tips for Building a Modern VOE Program appeared first on Concentrix. Thought Leadership Resources

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