Thu.Sep 23, 2021

I’ll Be Back! The Phrase We All Want Our Customers To Say

Beyond Philosophy

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question.

Becoming an Emotionally Intelligent Leader, Part 3

Contact Center Pipeline

The world is changing at a very rapid pace. Societal demands, workplace and family demands are also evolving. With all these changes, we also must evolve and adapt to thrive!


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5 Reasons to Invest in a Virtual Hold Solution


Customers nowadays fear the dreaded hold mantra of “Thank you for holding, your call is important to us, please continue to hold…”. Virtual hold technology has resolved this dreaded game of cat and mouse.

How to Calculate Call Center Shrinkage (and 6 Ways to Manage it!)


What do your call center agents do while at work? Yes, they answer customer calls. But there’s more to the job than that. They also: Take part in meetings Complete training Mentor and coach new employees Go on breaks. All these activities are necessary.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

5 Reasons Why You Should White Label Live Chat


Live chat is helping companies in the customer engagement field improve their customer service, but what about white labeling it? Statistics show that approximately 75% of people prefer live chat to other communication channels –making it one of the best communication platforms available.

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More Trending

Call Volume Forecasting: Predicting the Future from an Unusual Past


Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. Your program’s forecast is the map that tells you where to go based on where you’ve been. Without it, you’re lost at sea.

A Roadmap For Value Based Selling

Integrity Solutions

A value based selling approach is intended to help salespeople focus their client conversations around creating product value versus price. This helps to better differentiate themselves in a highly competitive market.

HoduSoft named ‘Emerging Company’ by Indian Achievers’ Forum


HoduSoft named ‘Emerging Company’ by Indian Achievers’ Forum. HoduSoft, an India-based growing VoIP and information technology company, bagged the Indian Achievers’ Award for 2021 as the ‘Emerging Company’ for its outstanding achievement and contribution in nation building. . “As

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Evolving Customer Service: Easy Steps to Help Your Customers Through Digital Transformation


Technology continues to evolve across all business sectors. Artificial intelligence, machine learning, IoT, and analytics are part of the technology stack that every company has actively started using to enhance productivity and efficiency.

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The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

The Future of Automated Account Management


Relationships are the most important part of successful account management. However, if you take a look at where the average account manager spends their time, it doesn't reflect the same sentiment. Customer Success Key Account Management

Kristin Kercheval Guides Team on a Path to Success

Working Solutions

It was 25 years ago when young McKesson manager Kristin Kercheval had a chance encounter with Working Solutions founder Kim Houlne. Working on an innovative pharmaceutical coupon program, Kristin and Kim quickly developed a good rapport.

VIDEO: Workforce Management Shifts During the Pandemic


With or without the pandemic, the work from home model was in Community WFM’s projects a long time ago. Daryl is emphasising on the main challenge this process brings in an operating culture. The post VIDEO: Workforce Management Shifts During the Pandemic appeared first on NobelBiz®. Blog Insights

How Does Customer Service Work in the Gambling Industry?

CSM Magazine

Customers are the lifeblood of nearly any business. If you have something to sell, someone will want to buy it. When it comes to online casino games and poker, the customers are the players.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

VIDEO: Why Community? How Daryl Gonos & Team Came Up with the Name


For Daryl and his partners, it all started with a vision. Community was about creating the tools needed by every agent and supervisor in an encompassing solution. Find out what was the game changing philosophy behind Community WFM and how it all came to life. The post VIDEO: Why Community?


Call Experts Ranked Best BPO Service in Charlotte

Call Experts

Call Experts was highlighted among the most trusted providers for outsourcing human resources, client support, customer experience solutions, and other services.

VIDEO: Why You Need to Try Mobile Apps in Your Contact Centers


Daryl thinks companies should leverage mobile technology because mobile apps redefine how customers are interacting with a business, in a seamless experience. He brings out different use cases in which the customer is the focus and showcases the tremendous benefit behind it.

Business Areas for Which Cloud Technology Is Especially Relevant

CSM Magazine

The focus of consumption of many products and services has shifted toward online shopping and home delivery. In search of infrastructure that will survive Black Friday and tools to launch online services, companies have come to the cloud.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

VIDEO & ARTICLE: What Is Agent Adherence & How to Improve It


Like many other metrics, adherence is a data point that needs to be managed properly in order to make it successful. Daryl thinks that’s what differentiate the oppressive characteristic in it, from it being used fairly in a team.

The Consequences for Collections Post Pandemic Relief


Labor Day weekend traditionally marks the end of summer and the beginning of the Fall season. It’s a time for workers to kick back and enjoy a long weekend with a day off with pay. . However, for many, the recent Labor Day holiday wasn’t a relief from stress.

VIDEO & ARTICLE: What Is Intraday Management and How to Make the Most of It


Having your resources aligned in a seamless manner, in order to maximize efficiency for scheduling and planning your agents time. The solution: intraday management, reducing the unexpected and element of surprise in order to deliver good customer service.

5 Reasons to Upgrade Your Existing Call Center Software

Blueship Call Center

Call centres are becoming increasingly important as the business world becomes more involved. The internet’s expansion and advancements in communication technologies have transformed the way businesses operate. While many companies opt to outsource their contact centres, others prefer to keep their operations in-house and employ customer call centre software to do so. Why you should improve call center outsourcing services by upgrading the software?

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.

VIDEO: Should Every Company Use Workforce Management?


Yes, scheduling and forecasting is great but what really differentiates CommunityWFM from other platforms is enabling and empowering agents. This is what truly impacts and benefits the work environment. The post VIDEO: Should Every Company Use Workforce Management? appeared first on NobelBiz®.

How to keep customers coming back | Shep Hyken interview

Inside Customer Service

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. You don't need to be convinced that customer loyalty is important.

The Future of Workforce Management for Contact Centers, with Daryl Gonos


Daryl Gonos is probably the best person to talk to when it comes to managing agents in this type of space.

Conference Call Calamities


Teleconferencing, video- and web-conferencing have changed the way businesses communicate and collaborate. The technology has driven efficiencies, reduced considerable costs and more recently these services have become notable as eco-friendly alternatives to traditional travel that has supported face-to-face business interaction. This increasing sophistication allows for an increase in user participation and hence allows for much greater productivity between geographically diverse workforces.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

VIDEO: Why Modern Agent Demands and Models Are Unique


With the modern requirements of communication, there is a need to adapt to the needs of the customer, but also to balance the needs of the agents and company. Daryl thinks the secret lies in empowering agents and therefore increasing the performance.


Sep 23 – Customer Success Jobs


Role: Director Client Success Location: Leawood, KS, US Organization: C2FO As a Director of Client Success, you will hire, mentor, develop, and direct Client Success Managers (CSM) to perform their daily duties.

Top 10 Tips to Improve the Productivity of Your Call Center Agents


Top 10 Tips to Improve the Productivity of Your Call Center Agents. Often you may feel running machines is an easier task than managing a call center customer service agent team.