Mon.Oct 18, 2021

Tales From the Contact Center Crypt


The customer journey can be a frightful one, filled with a gauntlet of ghastly experiences. Neverending wait times. Phone tree trapdoors. Dead-eyed agents repeating the same questions. Oh, my! It’s downright chilling.

How to evaluate call center agent performance: A short call isn’t everything


Have you ever wondered what separates a great call center agent from a great one? Spoiler: It’s not what you might think.


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Automation and Relationships: Choosing the Best KAM Software


Your key account management teams need to be talking to client contacts, managing the customer experience, and growing their book of business.

5 Top Customer Service Articles of the Week 10-18-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Why A Sparkler Beats A Candle Every Time by Dan Gingiss.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Edify x Chrome OS: Power Up Your One-Click Contact Center


When the world is still bubbling with uncertainty on so many fronts, your brand needs to maintain consistent and reliable contact with its customers more than ever.

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5 Ways Streamlining Business Operations Can Improve Customer Service

CSM Magazine

Just like anything in life, successfully running a business is all about simplifying processes and eliminating complicated steps. Indeed, it’s true that working smart, not hard spells success to many companies across all industries. Working smart is better known in business jargon as streamlining.

Oct 18 – Customer Success Jobs


Role: VP Customer Success Location: Irvine, CA, US (Hybrid) Organization: IntelligenceBank As a VP of Customer Success, you will achieve business targets for upsell, product usage and engagement, retention ARR and churn prevention for the North American region.

Is the NBA Customer Service An Example To Follow?

CSM Magazine

The National Basketball Association is the biggest basketball league in the world sweeping most of the world’s basketball followers.

Standard Conference Test – Spearline Tests Explained


Our explainer video explains what the standard conference test is and how Spearline can help you identify issues on your conferences before your customers do.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Which Internet Service Provider Has the Best Support?

CSM Magazine

Internet service providers offer different levels of support and customer service. But which Internet service provider has the best support? According to an annual survey by , the Internet service provider that has the most satisfied customer base and best support is EarthLink.

Three Ways Conversational AI Can Boost Your Customer Service During the Holidays


Share This Story. With the holidays quickly approaching, eCommerce brands are bracing for an unprecedented volume of online orders. With this influx of sales, however, brands can also expect a massive influx of unmanageable customer service inquiries.

Smart Match: The smarter way to identify your most valuable calls


You wouldn’t be wrong to believe that, if your customers are calling you, it’s a good indicator that you’re doing a lot of things right. On the other hand, it’s essential to recognise that not every customer call can – or should be – viewed in the same way.

CRM 52

Tips on Improving Your Company’s Customer Service

CSM Magazine

A company’s customer service is at the core of its success. You may have the best products in the world, but if your customers are not happy with the service they are getting from you, they will look elsewhere.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Spearline enhances Cyprus, Latvia and Malaysia cover, adding mobile to its fixed-line support.


Welcome Cyprus, Latvia and Malaysia to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers’ call experience with your organization. We are always working to ensure it is of the best quality.

Rhett Parsons Joins the AnswerNet BPO Team

CSM Magazine

AnswerNet , a full-service provider of inbound, outbound, automated, and global BPO contact center services, is pleased to announce that Rhett Parsons has been named the company’s new Senior Business Development Executive for the BPO division.

Benefits of 10DLC – Why 10DLC is important for your business phone number?


Depending on your personality type, we have two different ways to convince you that you should move to 10DLC from traditional long digit code. Especially, if your business is already using 10 digit phone numbers for messaging in the US. Our first argument uses the popular carrot approach i.e. you are looking at the amazing benefits such as. higher throughput rates, and improved deliverability.

8 Effective Ways to Enhance Your Customer Perception


You might have created the best products according to the needs of your customers. But do your customers see it in the same way as you do? . Perhaps, the hardest thing for a brand is to control or even enhance the customer perception towards their products and services. .

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.