Thu.Jan 09, 2020

Improving the Agent Experience

Contact Center Pipeline

Customer-centric brands have put considerable time and resources into honing their ability to track, understand, manage and differentiate the customer’s experience.

The Power of Empowerment: Agents and CX

Upstream Works

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time.


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To respond, or not to respond, to that tweet

TELUS International

Customer Service Channels

A checklist for starting to measure customer experience


We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way. Feed generated with FetchRSS

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Improving Customer Experience with Behavior-Based Quality Programs

The Northridge Group

When Quality programs measure agent performance, it is tempting to create “check the box” procedures that are very uncompromising. The rationale is that this creates very clear expectations for the agents and allows them to make adjustments to their behavior that will improve the customer experience.

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What is Customer Churn? Learn About Types & Effects of Churn

ProProfs Chat

An average company loses 10 to 30 percent customers annually and gaining new customers is around 10 times costlier than keeping the existing ones happy – Philip Kotler. These words from the father of modern marketing, themselves indicate how crucial the customers are for any business.

5 Reasons Agents Benefit from a Customer Experience Focused Platform


Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. These channels are still popular, but they can also be time-consuming for agents and customers.

Contact Centers Move to the Cloud in 2020


Advances in communication technology are forcing rapid change in the contact center.

Providing World-Class Support with Front


“If you make your customers happy, your business can succeed! How will you know how they feel if you don’t get their feedback? “. Front is the inbox for teams that gives you access to the people, messages, and apps you need to get work done.

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.

How to Improve Your Customer Expansion Strategy


Every business needs to grow. However, in today’s customer-centered economy, simply seeking out new customers is not enough. Companies today are instead looking to implement a customer expansion strategy.

An Incredible Journey: Amplifon’s Move to NICE inContact and the Cloud

NICE inContact

Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today.

Skill transfer by Robert C. Davis and Associates: Contact center wisdom requires observation

Robert Davis

By Brad Baumunk , President and COO. This week, I’ve been posting about our highly effective skill transfer process for contact centers. We’ve covered the first three steps – Explain, Demonstrate, and Practice with Coaching. Today, I’ll talk briefly about Step 4 – Observe.

What’s Happening Now with Self-Service and AI? Four Must-Know Call Centre Strategies

NICE inContact

Rewind the clock for a moment to 20 years ago, when self-service first began in call centres. The approach was simple, and customers were bound by one of two options within the self-service IVRs — just press one for this and press two for that.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

5 Reasons to Agents Benefit from a Customer Experience Focused Platform


Today’s reality is that customer support channels are more than just voice calls, IVR menus, and email. These channels are still popular, but they can also be time-consuming for agents and customers. More channels are being added like messaging through SMS /MMS, Rich Communication Services and website chat. Along with messaging, support in apps is becoming a standard. Native app support reduces friction by allowing important customer information to be shared with agents automatically.

Intraday Agent Inspiration Techniques You Must Consider


According to Glassdoor, appreciation is the single most critical element for motivating customer service teams.

Ready for 2020? Put training at the top of your new year priorities.


The widespread availability of a diverse range of healthcare information technologies is staggering and awesome.

VirtualPBX Updates: Do Not Disturb and Dashboard Redesign


For all users of our User-Based and Minute-Based Business Phone Plans , you should see a few changes in your online dashboards, including a new Do Not Disturb setting and redesign of the VirtualPBX Dashboard.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

UX fundamentals: The concepts, process, and proving the value


An overview of the key concepts within UX, the process for effective UX design, and how to prove its value. . Guides


Ready for 2020? Put training at the top of your new year priorities.


The widespread availability of a diverse range of healthcare information technologies is staggering and awesome.

AI Can Take Your Customer Complaints Management To The Next Level – Here’s How!

Wowdesk Blog

Gone are the days when the workforce was taken as an indicator of your company’s growth – more the number of employees means more the profits and vice versa. Thanks to the advent of AI for taking over this outdated narrative.

5 Essential Customer Data-protection Tips for Your Business

Working Solutions

In a story that made international headlines in 2018, British Airways was targeted by hackers who seized the private data of about 500,000 customers. So serious was this security breach that the UK government levied a fine of more than $200,000 on the airline.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Strategies for Boosting Outbound Sales in Your Call Center


Are you looking for ways to increase your outbound sales numbers but don’t want to skim through yet another list of common-sense approaches? Maybe it’s time to take a few tips from the industry experts.

Calabrio – one brand, one future for CX Intelligence


As an exciting new era commences as part of Calabrio, Olle Düring celebrates the upcoming journey with Customer Experience (CX) Intelligence and opportunities to connect with the fully blended brand. In June 2019, Calabrio acquired Teleopti, offering the perfect path forward for our team, customers, partners and WFM product.

6 New Years Goals For Contact Centers


We are all accustomed to the phrase “New Year, New You” With the celebrations completed and the holidays wrapping up, it’s always good to set goals for yourself in the new year.

The Long View on Contact Centers – 2020 and Beyond


The death of the Contact Center has been greatly exaggerated. The industry continues to thrive with a growing workforce that increasingly plays a central role in supporting organisations to meet evolving customer needs. If you work in the contact center segment, you’ve doubtless read more than a few 2020 predictions for the industry. We’re taking [ ] The post The Long View on Contact Centers – 2020 and Beyond appeared first on Poly Blog.

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!

What are the Five C’s of Employee-Centric Company Culture?

Etech GS

In today’s competitive recruiting environment, the significance of an engaged and active company culture can’t be overstated. The statistics reveal that 94% of executives and 88% of employees believe a distinct workplace culture is crucial to organizational success.

Understanding the Buying Experience Improves the Sales Process


Sales organizations strive to increase the velocity, volume and frequency of sales, and in many cases, this effort concentrates on … Continue reading "Understanding the Buying Experience Improves the Sales Process".

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2020 Collaboration Preview - Our BCStrategies Podcast

Jon Arnold

Last week, I posted about our BCStrategies 2019 in-review podcast for the collaboration space, and we’ve followed that up now with our 2020 outlook. As always, there’s no shortage of perspectives, and we had 13 analysts and consultants share their views on what the year ahead holds.