Tue.Apr 09, 2019

Is It Time for Your Contact Center Check Up?

Taylor Reach Group

By Colin Taylor. Clients frequently ask me what is the single most important activity they should undertake to ensure that their center is operating and performing at an optimal level.

Top 5 Things That Will Improve Your Contact Centre Performance

Connect Managed

Contact Centre


The Cost of Poor Customer Service and How You Can Turn that Around


Not sure whether you’re offering expert customer service? The cost of poor customer service is staggering. According to Forbes , bad customer service cost businesses about $75 billion in 2017, the latest figures show. And that number is up $13 billion compared to the previous year.

How to Improve Call Center Security with Virtual, On-demand Customer Care

Working Solutions

Call center security is an operational necessity for today’s businesses, and not something to be taken lightly—a maxim that holds true for organizations of all shapes and sizes, and across all industries. And there’s a good reason for this. There are many, in fact: Think of all the sensitive data that passes through your call […]. Call Center Outsourcing Call Center Security

The Path to Journey Management

Speaker: Kerry Bodine and Lindsay Sykes

The practice of journey mapping has reached fever pitch. But your mapping efforts are only effective if the resulting maps help you drive organization change — and then measure the results of your efforts. Join Intouch Insight and Kerry Bodine, CX expert and co-author of Outside In: The Power of Putting Customers at the Center of Your Business, as she shares Bodine & Co.’s latest research on this topic.

Amazing Business Radio: Jeff Nicholson


Service Utopia with Guest Jeff Nicholson. Crafting a Frictionless Service Experience for Employees and Customers. Shep Hyken interviews Jeff Nicholson. They discuss self-service, points of friction and effort, and Jeff’s newest whitepaper, “ Achieving Digital Customer Service Transformation.”.

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More Trending

How AI is Reducing Handle Time and Improving the Customer Experience in 2019

Contact Center Pipeline

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent to resolve their issue.

How to Be a Better Bicoastal Team: 5 Takeaways From Our Marketing Offsite


As a bicoastal marketing team, we’re committed to keeping in touch over Zoom and Slack, but whenever we can get together in person, we jump at the chance.

Top 18 Most Influential Women in the Sales World (2019 Ready)


There are dozens of hundreds of rankings devoted to sales influencers and experts across different industries and the world in general (we’ve also published one ). But there’s one thing all of them have in common. Those lists don’t include enough women. We’ve decided to remedy the situation and created a list of 18 saleswomen who in our view play an essential role in the world of sales. Tiffani Bova. Customer growth, sales and innovation evangelist at Salesforce. LinkedIn. Twitter. Medium .

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What Customers Want and Expect from your Call Center


Certain commentators in the customer service space have been predicting the death of the call center. While it’s true that channel preferences are shifting, it would be incorrect to conclude that the voice channel will be buying the farm anytime soon.

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.

What Are The Common Processes Of Communication In Call Centers?

Dialer 360

Some of the call center reps are doing best practices. This is for any inconvenience and caused by some error or service interruption. Several contact center reps are uncomfortable and tackle huge and personal problems. Different call center consumers are also guilty with all these disclosures.

Industry Standards and Beyond: Essentials of Translator Vetting


We've previously covered the qualifications that most reputable translation providers hold. Now that we know what to look for when it comes to the provider, how can we be sure that the translators themselves are qualified?

How Can You Calculate The Contact Center Turnover With Different Tips?

Dialer 360

This is not easy to trust on call center turnover with its cost. It has been already as seen company – never be miscalculated. Organizations don’t take any idea very seriously – that isn’t issued. This is only that they are making wrong strategies with.

How to Calculate and Improve Your Customer Retention Rate


Customer retention is the lifeblood of any savvy enterprise. It’s the only way to be successful in this customer-centered economy and ensure scalable long-term revenue. To retain customers, companies must make the customer experience better and ensure customers never stop seeing value from their product or service.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Speaker: Claire Beatty, Editorial Director - Asia, MIT Technology Review Insights

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

How Nonprofits Get Advantage From A Voice Broadcasting Software?

Dialer 360

In this technical world when time to do more focus, it gets too hard to grab the attention of a single for few seconds. All type of business of the call center is making a business interaction. They are struggling more with less attention from the sales and customers.

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Who Owns Customer Success?


Garrett shares his perspectives on which team should own Customer Success or if they should be owned at all. Customer Success Customers Onboarding saas value realization

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11 Strategies to Make Downtime in Call Center for an Agent

Dialer 360

Not too long ago, a time usually people were satisfied for services. These are patience days to understand for several channel and inactivity although. The options are available on such as hosted contact center, and almost there is no reason for downtime to demolish your call center.

What is Call Quality Monitoring?


“This call may be used for quality or training purposes…” Have you ever wondered about that notification when you call a business? While it’s easy to disregard, it reveals a common business practice: Call Quality Monitoring – a practice contact centers use to review and evaluate the quality of their agents’ interactions with customers. While call monitoring may be performed live at times, it isn’t feasible when there are large volumes of calls.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

Call Center Outage – How To Develop Call Center When There Is?

Dialer 360

In all call center, this is very dangerous in experiencing an outage for the future. This is a real and natural disaster with huge power interruption or failure. By having a massive crash, it restores plan in place of industry. Besides, actively to handle an outage which is never expected.

Keep Your Site Structured and Healthy with Guided Content Framework


An organization’s body of knowledge is a lot like a library. It’s a large collection made up of various media— product documentation and help , user manuals, videos, and so on—that are grouped, categorized, tagged, and organized to make it easy for visitors to find and interact with it.

Most Efficient Ways to Manage Contact Center Solutions


Efficiently managing contact center solutions is the only way to achieve your goal of balancing low costs-per-call with delivering valuable customer experiences during every interaction.

AI + Speech = New Business Value - My Latest on No Jitter

Jon Arnold

Enterprise Connect 2019 is in the rear view mirror, but the takeaways live on. That’s a good indication of this being a solid event that moves the collaboration space forward, and am glad to have been a part of it. The highlights have been re-hashed elsewhere, but my thoughts on AI and speech in particular provide a take I can guarantee you haven’t seen before. That’s the pitch for my latest No Jitter post, and it’s running now on their site.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

WebRTC for Beginners


I have been working in the field of communications for a long time and have witnessed many significant changes over the years. Some ideas, like IP telephony, have revolutionized the industry. Others fell flat on their faces.


5 Customer Service Lessons From the Mall of America

CSM Magazine

Rick Conlow gained some key lessons from a customer service survey conducted at the Mall of America. As I held a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons.

The sprint towards enterprise mobility


The sprint towards enterprise mobility is gaining traction, and for companies to stay relevant they need to keep up.

We Built a Messaging Experience Using Our Own Product and This Is What We Learned


A lesson in dogfooding ?? Last month we challenged ourselves to create a cool conversational experience for exhibitors and attendees at Enterprise Connect, one of the biggest tech conferences for enterprise communications.

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To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

Stay Mobile with Live Chat Operator Console for iOS

Provide Support

Provide support is glad to announce the release of the live chat operator console for iOS. This version allows you stay connected with your customers on the go and handle chat requests if you are not at your computer. The app lets you stay flexible and always online in your live chat.

Release notes April 10-11

Connect First

Here are the highlights from our latest release. Release Notes


What is the True Cost of Losing a Customer?

Advantage Communications

Smart business owners will know that satisfying each and every customer is essential for the long-term success of your business.