Tue.Oct 20, 2020

How to Apply Predictive Analytics to Post-COVID Recovery, Part 2

Contact Center Pipeline

As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making?

The State of the Contact Center in 2020 | Industry Report


Shrinking budgets, growing attrition, and a scramble to deliver safe and secure working environments. The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year.

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Measuring Customer Experience: How to Collect the Right Data and Act on It


It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible.

Customer Centric Disruption

Peter Lavers

Tiffany Carpenter, Head of Customer Intelligence at SAS UK & Ireland, recently chatted with Peter Lavers and Sally Eaves about disruption and the effects on business of Covid-19. You can read her MYcustomer article by clicking here.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

How to Keep Customers and Employees Engaged During a Pandemic: Part 1


Our world and our lives as we knew them changed overnight, with little to no warning. Whether it's working from home, curbside pickup, or wearing a mask in a store or restaurant, things are dramatically different in the COVID-19 world.

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Hiring Support Agents: 6 Stories for Aspiring Support Agents


Show your curiosity, personality, and the things you care about—they’re going to love you! According to Gartner, 89% of businesses expect to have to compete on their team’s ability to deliver an outstanding customer experience.

Calabrio honored as a Fast 50 Company — What does it mean for us, and you?


Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment.

How to Survive the Avalanche of Customer Interactions with Automation


In that context, it is of paramount importance for companies to find new or better ways to deal with the massive amount of online interactions they’re now facing. So how can a Customer Interactions Management Platform come to the rescue?

5 Benefits of Screen Recording Software for Your Contact Center


Your customer service conversations are a gold mine of insights that can flag important issues, drive new product developments and help you continuously improve your customer experience.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

How Many SIP Trunks Do I Need?


For businesses with their own private branch exchanges (PBXs), it’s a common question: How many SIP trunks do I need if I want to send my call traffic through the internet? The quick and simple answer is that most businesses will only need one SIP trunk.

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On-Site Service Request Web App improves your CX


CustomerCount's On-Site Service Request Web App provides resorts with real-time alerts to meet the immediate needs of their guests using their smartphones. The post On-Site Service Request Web App improves your CX appeared first on CustomerCount.

2021 Budget Planning: 3 Reasons Why a Customer Success Platform Needs to Be Included


In the modern SaaS world, sales is often considered the flashiest and critical of departments across organizations. But if 2020 has taught SaaS leaders anything it’s that it’s a company’s current customers – not the new ones – that have the potential to keep a business afloat when things get hard.

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A Quick ScreenSteps Demonstration for Call Centers

ScreenSteps Call Center

If you're not familiar with what ScreenSteps is, no worries! We created this helpful video to give you a high level overview of what ScreenSteps is and how it will help you help your call center create better guides for your reps. Call-Center

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

5 Things to Keep in Mind When Starting a Business Overseas

CSM Magazine

Today, going global is an extremely important part of doing business, regardless of what exactly you do or where you are located. Internationalization has a large number of benefits , some of which are a higher audience reach, stronger potential, and greater revenue.

Influitive’s Custom Profile Fields Take Personalization to the Next Level


CS and CX professionals know better than anyone that having clean, up-to-date and actionable customer data is often the difference between a truly personalized customer journey and a sloppy one-size-fits-all attempt at it. Collecting customer data should be easy.

Moving from a Services-Based to a Core Customer Success Organization


This is a guest blog post by Sunil Joseph, VP of Customer Success at Avanoo. There has been a seismic shift in terms of how organizations are making the transition to structuring their customer teams to focus on Customer Success and Customer Service separately.

Why Being Cloud-Native Can Lead to an Enhanced Customer Experience

CSM Magazine

In today’s world, customer expectations are extremely high and going cloud-native within the business is one of the most effective ways to make sure those expectations are met and even surpassed.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Oct 20 – Customer Success Jobs


Role: VP, Customer Success Location: San Diego, CA, US Organization: HashiCorp As a VP of Customer Success, you will be accountable for the success of the HashiCorp customer journey as measured by both the gross and net revenue retention for each customer segment.

7 Ways to Make the 2020 Holiday Season Your Brand’s Best Ever


Cooped-up customers say they’re ready to spend, big, online this season. Are you – and everyone on your team – ready to make their brand experience a merry and memorable one? . If you’re looking to your plans and experiences from holidays past, you’re probably not.

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Is email hurting your Customer Experience (CX)?


Email is a tried-and-tested way to stay in touch. But is it time to move on? In this article, we'll explain how email can hurt your efforts to deliver an exceptional Customer Experience. We'll also share some better ways to meet the changing needs of your customers.

Six Large UK Businesses Engage ECS for Contact Centre Transformation Projects in 2020

CSM Magazine

Enterprise digital transformation consultancy ECS today announced a cluster of contact centre transformation engagements with some of the UK’s leading organisations.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

Customer Success Manager vs Account Manager: The Key Differences


With the evolution of product-based SaaS companies, customer success has taken an upsurge as a new business function. When it comes to the difference between customer success manager vs account manager, most of the companies mistake account manager as a traditional form of CSM.

Webinar: Reduce Cost by Connecting With Customers More Easily

CSM Magazine

Registration is now open for the next Reuters Events Customer Service webinar: ‘Reduce Cost By Connecting With Your Customers More Easily’. Hear from a Global VP at DHL, a telecoms expert and a CX leader. Register for FREE to join live or pre-order the recording!

How to Align Product and Customer Success for a Better Customer Experience


Source: Unsplash. Most of the time, organizations place their customers first when rolling out a new line of products. The sophistication of automation tools coupled with a stern focus on product and customer success has helped companies pave the way towards seamless customer experience.

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How to Handle Handset Input (DTMF) From a Phone Call in ASP.NET Core


The fundamental building block of any Interactive Voice Response (IVR) system is handling input.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Is Your Customer Experience Beautiful?

Chip Bell

Check out the photo of this bearded iris in my side yard. Poet John Keats reminded us that “A thing of beauty is a joy forever.” I have a friend who grew up in the U.K. His two favorite superlatives are “beautiful” and “brilliant.” And, his labels have little to do with prettiness or with smarts, but everything to do with awesome. So, how would your customers characterize their experiences with your unit or organization? Would “beautiful” (aka awesome) be a superlative they would use?

Amazing Business Radio: Lou Gallagher


Focus on the Customer, Not the Sale. Building a Customer Engagement Strategy That Lasts. Shep Hyken interviews Lou Gallagher , Consumer Engagement Specialist at Mitel. They discuss strategies for improving customer service, interaction, engagement and experience.

Survival and Growth in Times of Crisis: What CX Leaders Can Do Now


Learn ways to act now to save your brand from negative consumer sentiment. The post Survival and Growth in Times of Crisis: What CX Leaders Can Do Now appeared first on Concentrix. Thought Leadership Resources