Wed.Aug 03, 2022

Taking Service to the Next Level

Contact Center Pipeline

People tend to focus on the amount of time they spend on hold when they think about what’s wrong with customer service. But I’m convinced that it is the agent—the person who answers the call we make to the contact center—who is the real linchpin of the customer service experience.

Best Practices For A Powerful Professional Network: Part 4


?Seeds and relationships must be nurtured in order to grow strong and bear fruit. After you make a new connection it will need some periodic tending if you want to reap the rewards down the line. Treat your network like a garden.


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What is digital customer experience management?


CX is one of the most important facets of a company's performance. Read this blog to learn about prioritizing and optimizing digital customer experience management

Seven Ways to Handle Abusive Customers (And One Way Not To)

Shep Hyken

No employee should be treated poorly by customers. . I feel bad for the people who work at the airport luggage office.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

First Contact Resolution Rate – Should it Matter to CSMs?


During a typical day as a CSM, you’re fielding questions from internal and external sources. Your internal team members want to know how a customer account is doing, where a specific project stands, and other customer-specific information.

More Trending

QCS + AnswerNet = Expanded Outsourced Services, Capabilities, & Expertise

Quality Contact Solutions

Earlier this year, QCS joined forces with AnswerNet , a powerhouse telephone answering services provider – the biggest and best on offer in the U.S. and Canada.

You’re confusing your customers. Here’s how to stop. 


Customer confusion and how you can use AI to prevent it. Customer confusion can derail sales, complicate normal business transactions, and leads customers to misuse your product (or stop using it altogether.). How do you know if you are confusing your customers?

Virtual Design and Collaboration in Lockdown Enhances the Customer Experience

CSM Magazine

Yorkshire Building Society has a new look uniform designed to enhance. the customer experience. It was a challenge faced by most of us over the last two years – how to conduct business as usual when things were far from usual. Technology became a vital tool in helping us all to communicate.

Newsletter Time - New Podcast Too

Jon Arnold

The August issue of JAA Communications and Collaboration Review went out to subscribers yesterday, along with the latest Watch This Space podcast. Chris and I reviewed key findings - and bigger questions - from Ernst & Young’s 2022 Work Reimagined study - I hope you give it a listen.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

ITS Group Release Cloud-Based Customer Service Feedback Solution

CSM Magazine

ITS has today announced the release of evalyou8, their latest software solution designed to capture customer feedback on the service they have received.

Launch CX programs in minutes with Program Accelerator


Learn more about GetFeedback's newest product feature, Program Accelerator. Product & News


7 Ways to Boost Business Revenue with an Omnichannel Contact Center Software


7 Ways to Boost Business Revenue with an Omnichannel Contact Center Software. Do you know you can boost your customer retention rate up to 89% by just adopting a powerful omnichannel strategy?

How to Improve Your Business’ Online Customer Service


Since consumers can get anything online, online customer service is more important than ever. If you want to provide an excellent customer experience and grow your customer loyalty , you should work on improving digital customer service.

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.

How to Recession-Proof Your Contact Center, According to 360+ Executives


Share on Twitter. Share on Facebook. Share on LinkedIn. You get out what you put in.” This is not just a maxim for everyday life, but a truth we’ve uncovered when researching corporate spending plans.

The Key to Contact Center Success? Focus on Your Agents


With high demand for labor across industries and an abundance of remote work options, agents have more job choices than ever before.

What’s the Role of Lead Generation in an Outbound Call Center?


In order to be successful, your call center needs high-quality leads that are interested in what you have to offer. Which is why lead generation is one of the most important aspects of an outbound call center. The post What’s the Role of Lead Generation in an Outbound Call Center?

Average handling time: 11 dos and don'ts


Average handling time (AHT) is something of a Cinderella topic in the world of workforce planning. It’s just not exciting. When AHT does get mentioned, it’s normally in the context of reducing the amount of time spent on customer interactions to increase productivity.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Promote feature discovery and reuse across your organization using Amazon SageMaker Feature Store and its feature-level metadata capability

AWS Machine Learning

Amazon SageMaker Feature Store helps data scientists and machine learning (ML) engineers securely store, discover, and share curated data used in training and prediction workflows.

APIs 68

Personalized Marketing Strategy for an Evolving Marketplace


Learn how to assess a data-driven personalized marketing strategy that focuses on establishing scalable solutions that can thrive in a cookie-less future. The post Personalized Marketing Strategy for an Evolving Marketplace appeared first on Concentrix.

Amazon Comprehend announces lower annotation limits for custom entity recognition

AWS Machine Learning

Amazon Comprehend is a natural-language processing (NLP) service you can use to automatically extract entities, key phrases, language, sentiments, and other insights from documents.

Out-Of-The-Box Call Center Scripts For Agents That Win Customers Love


Grab the call center scripting methods and templates for better customer service and engagement

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Zappix Adds a New Travel and Hospitality Customer for its Flagship Visual Self-Service Solution


One of the largest travel & hospitality companies in the US has chosen Zappix, the leading Visual Self-Service Solution provider, to solve a significant need for automated customer service and improved visitor experience for. Press Releases

10 Call Center Customer Service Blogs You Need to Read

SQM Group

Our blogs are an excellent way to enhance your thinking about new call center research, tips, and best practices for delivering superior customer service

4 Ways to Exceed Customer Expectations


How your customers interact with your brand can have lasting impressions and effects. It’s in. The post 4 Ways to Exceed Customer Expectations appeared first on TCN. Customer Service

Aug 03 – Customer Success Jobs


Role: VP of Customer Success Location: Remote, United States Organization: Infogrid As a VP of Customer Success, you will ensure Infogrid’s customers achieve high rates of product adoption, and realize significant value, thereby leading to high net dollar retention.

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

Product Lifecycle Explained: Stages, Examples, and Product Life Cycle Diagram


Businesses, especially the ones offering SaaS products, need a good understanding of a Product Life Cycle. From business leaders to marketing executives and the CX teams, they must have a fair idea of a Product Life Cycle and plan their activities accordingly.