Thu.Sep 09, 2021

15 Essential Habits of Amazing Contact Center Team Leaders

Contact Center Pipeline

Becoming an amazing team leader takes a lot of work, and it’s certainly not always easy. But, the surprising thing is it isn’t the hardest thing in the world either—especially if you learn and adopt the positive habits that top-performing team leaders consistently apply every day!

How to Calculate Call Center Occupancy (Then Improve it!)


Running a contact center often feels like a balancing act. You have to juggle great (and speedy!) service while ensuring agents aren’t overworked. Misjudge this and you’ll end up with: unhappy agents and customers, or a labor bill that is larger than necessary.


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Machine Learning in Ecommerce - What Ecommerce Companies Should Know About Microtasking


As an ecommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This is where microtasking and crowdsourcing can help


How to Create a Customer Service Strategy That Drives Business Growth


As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable.

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.

Debunking the Myths about Business Process Outsourcing


Find out what business process outsourcing is and isn't. This guide will help you learn more about the benefits of BPO in optimizing your operations

More Trending

R U OK Day Prompts Cyarans to Ask "Are You Really?"


With mental health issues on the rise, it’s important to also increase mental health awareness efforts. According to the World Health Organization (WHO), an estimated 264 million people globally are affected by depression.


Addressing the Security Risks Associated with a Remote Workforce


Over the past year, many businesses were forced to adapt to remote operations. With this new reality, security personnel across a vast number of industries were asked to step up and learn new tools and techniques to keep their clients’ sensitive data safe and secure.

Lessons from The Overlook: 5 things vacation rental guests should know

Inside Customer Service

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

Tech Talks with COO Lon Baker: The Future of Work is Remote


Having been around for over twenty years we have seen business change in so many ways. From the adoption of what became known as hosted phone services to distributed mobile collaboration applications.

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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.

The Best Way to Train and Guide Agents to Success

Call Design

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience.

High Five! PCI Pal Celebrates Shortlisting in Five Payment Industry Award Categories

CSM Magazine

PCI Pal – the global cloud provider of secure payment solutions for business communications – has been announced as a finalist in no less than five categories across two payment industry award programmes. .

Meet eLVee, LiveVox’s New AI Virtual Agent


Are you still wondering what all the chatbot hype is about? Well, if you ever enjoyed the convenience and ease of using Siri, Google, and Alexa, then you might want to re-evaluate your position. Although these virtual assistants are not chatbots per se, they are audio chatbots, if you will.

The Secret to Top Quality Customer Service? Putting Consumers in the Driving Seat

CSM Magazine

Rob Nash, Founder and Managing Director of 4 Roads explains how providing a good CX experience is all about empowering customers with technologies that enable them to reach solutions quickly.

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!

USU’s 3 Takeaways from the Gartner Magic Quadrant for IT Service Management Tools 2021


According to Gartner, “IT service management tools are vital for infrastructure and operations organizations to deliver business value in the services they provide.” USU recognized in the 2021 Gartner® Magic Quadrant™ for IT Service Management Tools.

Humans of CLI: What’s the Opposite of an Indoor Kid? It’s Brie

Certified Languages International

Brie shows off her hops on an empty road near White Sands National Park in New Mexico. When you think of the Pacific Northwest, what comes to mind? Nature and outdoor activities B. Sasquatch C. Rain D. ’ 90s grunge E. A few notorious criminals F. That specific blue and green worn by PNW moms.

5 Key Factors for Driving Environmental Sustainability Success


Discover the top takeaways from our Environmental Sustainability Roundtable discussion with some of the world’s top brands. The post 5 Key Factors for Driving Environmental Sustainability Success appeared first on Concentrix. Blog Resources


4 simple ways companies have embraced digital to increase customer satisfaction


2021 is a highly digitized world. Consumers of all ages expect services and information at their fingertips. Whether it’s instant messaging, streaming or looking up random facts, users have an expectation to do what they want when they want.

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.

Zappix Expands Its On-Demand Visual Self-Service Offering With C-Zentrix Video Call and Text Chat Integrations


Zappix, the leading On-Demand Visual Self-Service provider, has expanded its innovative digital customer service offering by integrating video call and text chat solutions from C-Zentrix into. Press Releases

Why empathetic Customer Service matters


The post Why empathetic Customer Service matters appeared first on Spearline. Blog Contact Center Customer Engagement Customer Experience Customer Support Customers Global Telecoms

Newsletter Time Again - September Issue - Podcast Too

Jon Arnold

Everyone seems to hit the ground running after Labor Day, and I had plenty of things to push out this week, including my newsletter and podcast.


Sep 09 – Customer Success Jobs


Role: Global Director, Customer Success Location: Remote, London, England, United Kingdom Organization: MessageBird As a Global Director of Customer Success, you will define the vision, values, and KPIs to achieve customer success in alignment with the sales strategy.

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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!

Customer Service Excellence

Brad Cleveland

Recently, I gave a presentation at the Tugboat Institute Gathering of Teams. The talk focused on common missed opportunities in customer service as well as steps that leaders and teams can take to make a difference for their customers.

How to Spot and Respond to Customer Buying Signals


You have successfully connected with your prospect and they are all set to get started with your product demo. Voila! Now, it is time to actually get them to buy and seal the deal. So, how do you get to know if they are going to purchase from you or not?

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