Thu.Nov 28, 2019

Wishing All of Our Readers a Happy Thanksgiving!

Contact Center Pipeline

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a Happy Thanksgiving! Featured call center contact center

2019 State of CX Report from The Northridge Group

Peter Lavers

I was recently asked by The Northridge Group to review their 2019 State of Customer Service Experience report.

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Laying the Groundwork for Our Five Best Practices for Creating Unbelievable Customer Experiences

Up Your Service

Your customers—whether B2B, B2C, or partners within your organization—have always been your focus. You create processes to make their experience smoother. You listen to their feedback about your product or service so you can better meet their needs.

Checking In: JetBlue and Gladly Partnership Improves Customer Service

Fonolo

Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Spearline Podcast | Episode 5: Assuring your customers with the highest Quality.

Spearline

In the newest episode of the Podcast series, Josh speaks with Quality Assurance Manager Patrick O’Connor, who tells us about his role and gives an insight into the importance of quality assurance in the customer’s journey.

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UPLIFTING SERVICE nominated for “Best Customer Service Development Program”

Up Your Service

For decades, we’ve been serving leaders and organizations all over the world helping them to Unleash Unbelievable! This program is now delivered in person, online, with ‘Train-The-Trainer’ support, is easily customized, and has been translated into 15 languages for clients around the world.

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Subscan Transforms Field Operations with Bigchange Mobile Technology

CSM Magazine

Subscan UDS, the UK utility, drainage, and survey company, has implemented a high tech mobile workforce system from Leeds technology company BigChange. .

Why Businesses Turn Towards Customer Service Outsourcing

Vcaretec

Businesses in every industry need to provide an exceptional customer experience to potential and existing clients alike.

Nemesysco Emotion Analysis Technology Improves Japan Call Center Operations

CSM Magazine

Nemesysco, a provider of voice analytics solutions for genuine emotion detection, has reported that CENTRIC, a provider of outsourced call center services in Japan, is using the company’s technologies to improve customer journey and sales performance in its three call centers across Japan.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Achieving better business outcomes with Call Journey and contactSPACE

Call Journey

Two of the top Australian-born contact centre solutions’ providers, Call Journey and contactSPACE, partner up to deliver advanced Conversation Analytics technology to help businesses develop a more holistic view of their company, mine actionable insights, and stay ahead of the curve.

9 Amazing Call Center Etiquette Tips Bringing Positive Customer Feedback

Dialer 360

Nowadays, customers seek for an interactive and skilled person on call for the problems that they can’t resolve by themselves. Mostly, customers prefer to talk with a cheerful professional who listens to them actively and handle the issue skillfully.

APAC Contact Centres Embracing AI and Virtual Agent Technologies

Creative Virtual

By Philip Chuck, Territory General Manager, Greater China. This year the Hong Kong Call Centre Association (HKCCA) has been celebrating their 20th anniversary.

13 Call Center Innovation Ideas That Will Make Immediate Difference

Dialer 360

Every business needs perpetual up-gradation. So, the maxim that necessity is the mother of the invention becomes truer in case of business processes as well.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Great Holiday Reads for the ‘Future Thinker’ on Your List

Quadient

The ‘Future Thinker’ is notorious for being open-minded and receptive to new ideas, even when those ideas go against conventional wisdom. . They do not find comfort in the status quo. . They look beyond the moment, rising above the here and now, to consider the big picture and formulate solutions that will change the landscape. For the Future Thinker seeking inspiration, here are three rich resources that should be on the top of their holiday reading list.

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