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.

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.

Conquering CX in the World of Technology

Speaker: Stacy Sherman, Head of Customer Experience and Culture Transformation

We are in the midst of a technological boom. New technology is being released every year and both employees and customers must adapt to the latest trends. It’s important that organizations are aware of what is available and what will be best for a successful customer experience. Join us for an insightful webinar with Stacy Sherman, where she will provide information on how current technology trends such as sending alerts and notifications can go a long way in improving customer experience and customer loyalty.

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

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.

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.

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?

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.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

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.

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.

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.


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.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

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.

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.

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

Customer SuccessCon Berkeley 2019 Takeaways


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

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

There's no one-size-fits-all in CX

Hello Customer

The Platform Hello Customer Customer Experience

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.