Thu.Nov 07, 2019

Is Your Contact Center a Fantasyland… Or Not?

Contact Center Pipeline

I am not the biggest fan of Disney, but I have always had a warm spot for Fantasyland. A young friend of mine recently visited Disney World and among his tales of the trip was an expressed enthusiasm for Fantasyland. As I listened to my friend’s story I was reminded of a speech I delivered […].

Doing the basics in your contact center – uncommonly well!

Robert Davis

By Brad Baumunk , President and COO, Robert C. Davis and Associates. One of my favorite quotes is by John D. Rockefeller – “The secret to success is to do the common things uncommonly well.”. The outline below of Robert C.

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Omnichannel versus Opti-channel: The evolution of customer contact channels


This day in age, with consumers more connected than ever, there is a big opportunity to leverage communication between brands and customers to drive business. Specifically, brands should place a big focus on channels, which can include voice, text, chat, smart speakers, and more.

How to Identify At-Risk Customers and What to Do About it


In a customer-centered economy, where a lot of revenue growth occurs within the established customer base, churn is a big problem. Customers grow more valuable over time, so you must keep them happy and interested in renewing.

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!

5 Ways to Win in the Visual Economy


It’s been stated that customer experience is the new brand, but what about the visual customer experience? Constant online interaction and social media engagement has piqued our need for visual stimulation and trained us to assimilate more imagery than ever before. And we’ve extended these expectations to eCommerce. We call this new reality “ the visual economy ,” and in it, product imagery and interaction along the purchase journey is as important to consumers as the product itself.

More Trending

5 Ways to Win in the Visual Economy


Follow these 5 visual economy rules to deliver the best visual customer experience on your site. Articles

How Chatbots Can Support Your Live Chat Customer Service Strategy


People often hear the word ‘bots’ and immediately think about some dystopian science fiction flick they’ve seen where robots ultimately take over the world and usurp humanity.

Three social media trends that will impact your customer experience in 2020

TELUS International


How to Write to Customers

CSM Magazine

As a customer service representative, you need a lot of patience to deal with the huge amount of responses you send each day. Every response you send matters because your email has an impact on how the customer views your company.

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.

Nextiva Review and Top Competitors


If you're in the market for a business phone system or cloud call center software, there's a pretty good chance you've stumbled upon Nextiva. Nextiva is one of the largest providers of business VoIP services, providing their services to over 100,000 customers.

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It’s Time to Clean Up Your Data

Strategic Contact

Contact centers are awash in data. But let’s break this big bucket of data into two chunks: one about customers, and a second one about their interactions and how they are handled. In order to serve customers, centers need good, complete, up-to-date data about them.

NameShouts lets you pronounce names in these major languages!


There are a lot of names in the world. And our goal at NameShouts is to make sure you can pronounce the names you need in their original languages. But where do we get started when looking for new names to add? There are, of course, the requested names from our users.

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Add text analytics to your marketing strategy


Working within the CustomerCount reporting system, Keatext allows our clients to ask those free open-text, unstructured questions and then isolates and identifies patterns and themes. Continue reading → The post Add text analytics to your marketing strategy appeared first on CustomerCount.

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.

Building a Positive Brand Reputation Through Your Telephone Switchboard


Today’s guest post was provided by TelephoneVox – a company that specializes in the production of professional audio for telephone switchboards. Today, the brand is considered a fundamental element for the company, a pillar on which most of the business performance is based, even more than the product itself. Building a positive brand reputation, therefore, is of the highest importance.

Talkdesk Hits 500 Customer Reviews on Salesforce AppExchange


Since 2011 Talkdesk’s mission has been to empower companies to continuously improve customer experience. With enterprise-class performance and consumer-like experience, Talkdesk allows companies to adapt their contact centers to the evolving needs of their customers.

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How do you measure risk?


How does your contact center determine if a call is high risk or low risk? Is your process automatic or manual? Is it instantaneous or does it take a few minutes of each call?

3 Customer Churn Prediction Strategies for Your CSM Team


Customer churn is an important metric all businesses need to measure. While it may not be the most satisfying metric, it allows your business to identify – and hopefully improve – your customer attrition rate.

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 to choose the best sales web page templates for your e-commerce website


As you already know, the way your website looks is everything. Starting from the branding, organization, calls to action, graphic design, and ending with your contact information. These are all factors that website viewers will take into consideration while establishing opinions about your brand.

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The Power (and problem) of Profanity

Horizon CX

A few years back when I started taking drum lessons, my instructor gave me some sage advice about my performing.

Twin Cities Business Journal 2019 Chief Financial Officer (CFO) of the Year—Calabrio’s Jenny Kray


It came as no surprise to me when the Twin Cities Business Journal selected Calabrio’s very own Jenny Kray as a 2019 honoree for its prestigious “CFO of the Year” award. The only thing that bewildered me was why it took so long!

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The True Cost of Downtime for Businesses (And How You Can Prevent It!)


Businesses today rely on software, even for communications. Case in point, Hosted VoIP, which has replaced traditional phone systems, and has been adopted by a wealth of businesses today following a SaaS (Software as a Service) model.

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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.

Your Guide to Gaining - and Keeping - Customer Loyalty


Customer loyalty is something that drives some of the most successful companies in the world. It is also difficult to achieve.

How to Increase Revenues of a Small Business with the Latest Technology


If you wish to scale your business and connect with your brand’s biggest asset – the customers, you not only need to get in on the tech wave but also lead the way to futuristic innovation. Increasing revenues for any business, big or small, can be an uphill task.

Perfecting Customer Care with Actionable Call Center Data

Working Solutions

A big part of customer service success in today’s fast-paced, ever-changing market landscape is the ability to seize the opportunities provided by the modern contact center. This includes not only the technology platforms on which people now congregate, but also the possibilities of actionable call center data—a true game changer in the world of customer […]. Call Center Outsourcing call center data

November 2019 PSD2 Tracker with

Whitepages Pro

Download the latest PSD2 Tracker here: [link]. PSD2, or the Revised Payment Service Directive, is an EU Directive to regulate payment services and payment service providers throughout the European Union and European Economic Area. To help merchants and payment service providers prepare, Ekata has collaborated with to produce the PSD2 tracker, updated each month to reflect the latest news and stories. This month’s PSD2 tracker covers the following and more: Feature Story.


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.