Wed.Oct 13, 2021

Chatbots, AI and the Contact Center Worker: Finding the Right Machine and Human Balance

Contact Center Pipeline

Artificial intelligence has become common in many households and workplaces. Popular AI personal assistants like Google Assistant, Siri, Cortana, Alexa and Bixby have played a big role in rapidly reshaping consumer attitudes about how companies should respond to them.

Understanding the different types of customer satisfaction


Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are numerous ways to track, measure and improve it


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Are Customer Service Teams Ready for Winter?

CSM Magazine

Winter always brings challenges to certain sectors. In healthcare, there’s an increase in seasonal colds and flus putting pressure on existing services; in retail, there’s meeting the demand of the Christmas season. This winter promises to be like no other.

5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively


For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

3 Cloud Technology Trends to Invest in for a Better Contact Center Future


Some 32% of organizations were running their contact centers with cloud technology at the end of 2020. And within the next two years, 75% more companies expect to make the move.

More Trending

Edify Receives 2021 Customer Experience Innovation Award from CUSTOMER Magazine


Contact: Liz Cahill for Edify Labs. Technology Awards Award customer experience award Edify Huddle TMC customer experience platform

The Secret To Customer Loyalty

Shep Hyken

Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually, three secrets. . In the real estate world, the three keys to success are location, location, location.

How to Write Knowledge Base Articles That Answer Every Customer Service Question [With Examples]


You’ve probably read the title and thought: “Article that answers EVERY question – are you kidding me?” Actually, we are not. With comprehensive actionable content and inner links that lead to additional relevant posts, a [ … ].

Oct 13 – Customer Success Jobs


Role: Vice President of Customer Success Location: Remote, New York, United States Organization: Deep Labs As a Vice President of Customer Success, you will drive Customer Success at the clients through increased renewal rates, expansion of use case, and reduced churn.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

The 11 Best Ecommerce Customer Service Software Platforms

Help Scout

This list of 11 standout ecommerce customer service platforms will help you find the perfect tool to improve your company's customer support. Read the full article

Customer horror stories: The renewal negotiation from hell


Our inSi-DED series is back! ?? This week, Cognite's VP of Customer Success, Alex Farmer shares a story of the scariest negotiation of his life. Hold on to your pumpkins. ?? If you want to submit your own CS or community horror story, do so here. You can be completely anonymous!).


AI adoption in contact centers – virtual agents


AI adoption in contact centers – virtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction.

Customer Success and Product: The Ultimate Customer Feedback Loop

Education Services Group

Customer Success is in the perfect position to gather customer feedback about your product. But, once they have it, what do they do with it? Is there a way for them to share feedback with your Product team? And, if CS does inform Product about a customer’s concerns or requests, does Product listen?

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!

3 Best Practices for Emerging Outsourcing Priorities


This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit.

25 Support Emails To Generate Trust and Loyalty Resource


While you are reading this blog post your customers probably received another marketing newsletter. How to make sure they open & read your email too? Catch the attention of your audience with the right words.

How Do AI Virtual Agents Lower Customer Service Costs?


Labor costs are the most expensive line item in anyone’s cost sheet. With organizations spending over $350B on customer service collectively, many are looking to AI and virtual agents to flatten overhead costs.

Bespoke International Reveals Record Breaking Growth

CSM Magazine

Bespoke International has recorded growth to over 800 employees in its first two years of operations. The company, a fully integrated global outsourced customer service centre, was founded in late 2019 by Warrington-born CEO Mark Thomason and his co-directors.

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 STIR/SHAKEN Call Authentication Affects Contact Centers


Members of the public and most businesses universally dislike robocalls, and their proliferation has lowered consumers’ confidence in unknown calls. Now, many people will only answer calls identified as being from a known and respected source.

Importance of Customer Support at Online Casinos

CSM Magazine

Today, more and more online casinos are appearing on the Internet. Therefore, players are faced with a fairly difficult choice. During the selection of gaming platforms, they need to analyze different qualities of casinos.

Voice of the Customer Survey - Methodology; Questions and Examples

Hello Customer

Many CEOs find that the reality of their company’s Voice of the Customer program fails to deliver on their vision of CX success. In fact, 80% of them say it serves as a basic system of customer data collection and analysis, rather than an actual agent of change.

Chinese Crypto Ban: What It Means for Cryptocurrency

CSM Magazine

Just a couple of weeks ago, Chinese regulators outlawed all cryptocurrency-related transfers, citing concerns about money laundering and ecological damage.

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.

Product News: USAN Contact Suite and Amazon Connect


The Amazon Connect features released last year provided a striking new set of tools for increased productivity. These include several enhanced self-service capabilities that can be of significant value to companies in light of recent global commerce and employment challenges.

Audits- Brand, Legal Compliance, Reveal, Price and Merchandising

Ann Michaels and Associates

Audits are an effective observation tool for evaluating everything from product displays and use of marketing materials, to brand exclusivity, franchise compliance, and even adherence to detailed company standards. During periodic visits, auditors openly evaluate the physical and visual aspects of the site according to your customized checklist. Brand Audit. Brand audits are designed to protect brand image in the context of the physical sales environment.

Why Building a Positive Call Center is Vital for your Business


Customer support call centers are a vital aspect of many modern businesses. With most consumers choosing to buy online vs. in a store, a customer support representative may be the only company representative that a customer actually interacts with.

What Is Data as a Service (DaaS) – An Essential Guide


In order to modernize their work structure and infrastructure, companies are taking to the cloud. One such service, DaaS, or data as a service is booming the industry certainly.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.