Tue.Jun 19, 2018

Journey to Contact Center Success


As a contact center manager, you face never-ending challenges from day-to-day operations to envisioning long-term possibilities to improve customer experience while at the same time building efficiency and modernizing processes and systems.

How To Improve Customer Service In 8 Easy Steps?

Dialer 360

Improving customer service is of key interest for all types of businesses and call center. Client dependability is basically vital to business achievement. Despite the fact that a large portion of us know this, the numbers may shock even the most very much educated Marketers.

5 Benefits of Using Artificial Intelligence in the Contact Center

Outsource Consultants

Artificial Intelligence (AI) can be a touchy subject in the contact center industry. Some fear AI will completely replace human agents, while others want to dive head first and automate as much as possible.

Amazing Business Radio: Marilyn Suttle


Color Your Customers’ World. How can you create strong customer loyalty while staying inspired? Shep Hyken is joined by Marilyn Suttle , conference speaker, bestselling author, and coach, to discuss her new book, Color Their World – The Art of Creating Strong Customer Loyalty. ?.

How Mid-Size Contact Centers are Adopting Cloud for CX Transformation

The combined forces of digital transformation, customer experience and cloud-based contact center products herald a new day for mid-market contact centers by meeting the unique needs and preferences of their business, including: security, control, functionality and speed.

More Trending

Aspect Via® Workforce Management™ Supporting Amazon Connected Home Vision


Most of us know about Amazon’s acquisition of Ring.com back in February of this year, the second largest acquisition ever made by Amazon, exceeded only by their acquisition of Whole Foods.

Boost Your Brand – Double Business Growth with Voice Broadcasting

Dialer 360

Voice broadcast users can contact targets. It doesn’t matter they member, subscriber, constituents, employees or customers; almost immediately. If used by the government authority it would be as an emergency notification system. Such as notification are intended only for use in emergencies).

APIs 56

Is Ribbon Communications the New BroadSoft?

Jon Arnold

Short question - and long answer. That thought has been with me since their Perspectives18 event earlier this month, and I finally got a chance to explore it in my latest contribution to BCStrategies.


How Developing Empathy Leads to Better Customer Experiences

CX Accelerator

Empathy is defined as the ability to understand and share the feelings of another. For example, we show empathy when we put ourselves in the shoes of an elderly person and give them our seat on a crowded bus. Or when we share genuine excitement with a friend who received a job promotion.

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

6 Things Retail Companies Need from Their Contact Centers to Retain Customers

Outsource Consultants

An article by Fred Chua discusses the customer journey and how two components can be the most critical; the user experience with online shopping and the order processing stage.

Effective Feedback: Balancing Effort with Results


This is the final post in our series on providing effective agent feedback. Creating well-balanced agents requires well-balanced feedback. We have (so far) looked at agent feedback in terms of “positive-versus-negative” or how it aligns with the three E’s of agent experience. But there is another perspective to consider. As customer experience consultant Agnieszka Anna [.]. Read More. The post Effective Feedback: Balancing Effort with Results appeared first on Sharpen Contact Center Software.

5 Valuable Metrics Contact Centers Can Provide Companies

Outsource Consultants

Does your company gather valuable customer insights from your brand’s digital channels? According to an article by Maria Marinina , the data within digital channels can be just as valuable as data from traditional methods such as research, surveys, and CRM systems.