Wed.Nov 27, 2019

Three Ways to Boost ROI from Contact Center Tech Investment

Contact Center Pipeline

Technologies such as artificial intelligence (AI), robotic process automation (RPA) and data analytics are redefining call center strategies and operations. But an effective approach requires more than a good toolbox.

With customers becoming more demanding, can self-service really help?


Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Published on: November 27, 2019. Author: Pauline Ashenden - Marketing Manager Customer service is continually increasing in complexity.

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When Things Aren’t Going Well, Will You Accept Blame?


In a recent Shepard Letter, I wrote about the concept of giving recognition to the people who deserve it. Someone being recognized for what they bring to the organization is often overlooked. That’s a shame. People need to be recognized for their contribution to the team’s success.

5 Tips to Prepare Your Retail Team to Survive the Holidays

Customers That Stick

The holidays are a special time both for retail businesses and retail employees, a time of great challenge and opportunity. Having worked in retail for many years, I’ve seen how this season can test even the best retail teams.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

More vigilance needed during busiest shopping week of the year


On the cusp of the busiest shopping week of the year ?— Cyber Week ?— organizations know fraud attacks will be in full force. According to the article, “Cyber Week Security Tips to Protect Against Hackers,” the National Retail Federation expects a record $730 billion in sales.

More Trending

Talkdesk carves out a lead in CCaaS market. Thankful in final quadrant of 2019.


As we approach the season of giving thanks, which is also near the end of the year, it’s an appropriate time to reflect and appreciate 2019.

Customer SuccessCon Berkeley 2019 Takeaways


Top Five Customer SuccessCon Berkeley 2019 Takeaways. Last week ChurnZero sponsored Customer SuccessCon 2019 in Berkley, CA.

The environmental impact of remote work


A lot has been written about the benefits of remote work, both for companies and individuals. One topic that has received considerably less coverage but is increasingly important in the current context is the environmental impact of remote work.

To be or not to be world-class

Robert Davis

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Creating a world-class customer experience has been a top focus in contact centers for many years.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Writing the Perfect Customer Feedback Survey Invitation


Getting high response rates for your customer feedback survey starts with creating an effective customer feedback survey invitation. You need an initiation body that makes people want to start the survey. The invite doesn’t have to be long and complex.

8 Critical Tips to Recognize and Motivate your Agents


In this era of agent engagement, “Having truly engaged contact center employees presents an opportunity for differentiation,” according to Gartner Group.

Don’t look track in anger: Infinity opens Manchester office


“ Anyway, here’s Wondercall. ”. Okay, enough with Oasis puns. Following our recent expansions to London and San Francisco, it’s my pleasure to announce that this week Infinity has opened the doors on our first Manchester office.

4 Steps to Digital Portfolios


Thinking about helping students become more reflective and more thoughtful learners? Starr Sackstein, a New York educator, recently shared the benefits of digital portfolios and her 4–Steps to Digital Portfolios in a webinar. Why Digital Portfolios?

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Happy Thanksgiving from Pipkins, Inc.


Thanksgiving is the time of year to reflect on how fortunate we are to be living in the United States and to be surrounded by family, friends, and good fortune. For many, Thanksgiving is a day of rest that comes before really getting into Christmas shopping.


The Importance of Mental Health and Self-Esteem through Digital Portfolios Copy


Cari Wilson. Elementary Innovation + Technology Lead Teacher. Cari Wilson is the Elementary Innovation and Technology Lead Teacher for West Vancouver School District.

Northern Gas Networks Triple Triumph at Global Customer Experience Awards

CSM Magazine

The North of England’s gas distributor, Northern Gas Networks (NGN), scooped three awards at this year’s International Customer Experience Awards, in recognition of its world-class standards for customer service and cultural transformation.

SaaS, PaaS or IaaS? Which Cloud Computing Service Fits You?


Cloud computing isn’t the most complex of concepts, but the various options can feel confusing at first glance.

SaaS 52

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Webinar: The Future of Customer Service – Trends to Test in 2020

CSM Magazine

Each year brings new ideas and new challenges to the customer service department. It can be tough to keep up, but to help you prepare for the year ahead we are bringing together some of the best in the business to talk over how we got here and what’s next.

Does Your Facility Need Inbound Call Management Services?


As a call center owner or operator, you want your facility to have the best tools and technology to meet consumer needs.

5 Ways to improve customer experience in the financial industry


The financial services industry is highly competitive, which makes it critical for businesses to look for strategies to conquer and retain more customers.