Thu.Jan 13, 2022

Silver Linings: How the Pandemic Fueled Positive Changes to Customer Experience

Contact Center Pipeline

Earlier this year, Boston University published an essay collection entitled, “What if Real Change—for a Better World—Came from the Pandemic?” It’s a bold question and one that, if we’re honest, should feel uncomfortable.

My Customer is So Annoying! How to Rationally Decide if the Time Has Come to Sack Them

Beyond Philosophy

Customer relationships have to be win-win. If they aren’t, it’s time to end it. However, it shouldn’t be a quick decision, nor should it happen in an email or text. There is a process, and today we will look at when and how you should sack a customer. .


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Life at Uniphore: Meet Andrew Dahlkemper, Chief People Officer


As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer.

ChurnZero’s 10 Customer Success Leaders to Watch in 2022


As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

3 Performance Goals Every Call Center Manager Should Strive For


Managers and supervisors must schedule, monitor, and engage call center agents. They’re also responsible for managing agent performance , keeping track of company KPIs and metrics, maintaining customer service strategies, managing budgets, and monitoring the latest trends in the contact center.

More Trending

The Ultimate Guide to Creating a Travel & Tourism Marketing Strategy


The Ultimate Guide to Creating a Travel & Tourism Marketing Strategy Creating a marketing strategy for your travel and tourism company can help set you apart from the competition! If you need some guidance on how to begin and where to reach new customers, continue reading!

Transparent BPO Appoints Jonathan Hummel As VP of Jamaica Operations

Transparent BPO

BPO Industry Leader is First Jamaican-based Employee as Company Expands in the Caribbean Rockville, MD, Jan. 13, 2022 – Jonathan Hummel is joining Transparent BPO, a global contact center and business process outsourcer, as vice president of operations in Jamaica.

Leveraging Cloud Communications for Your Software Company’s SAM Process


Leveraging Cloud Communications for Your Software Company’s SAM Process Software and tech companies require reliable communications to interact with customers. But, that same technology can support other areas of your business. Namely, your IT software asset management process.

5 ways to be a good knowledge manager


The post 5 ways to be a good knowledge manager appeared first on Knowmax. KM Software Knowledge Base how to become a good knowledge manager knowledge base manager knowledge manager role of knowledge manager

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

Jan 13 – Customer Success Jobs


Role: VP, Customer Success | B2B SaaS Location: Remote, United States Organization: Displayr As a VP of Customer Success, you will maximize Displayr’s customer satisfaction by leading the post-sale relationship: onboarding, training, and adoption.

Is Your Organization Ready for the Top Contact Center Trends of 2022?


If your contact center is planning for the future, be sure to make employee experience and getting the right technology in place top priorities. We recently participated in a discussion with two industry experts that focused on megatrends that will impact contact centers in 2022.

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Alorica Named on Two of Comparably’s Coveted 2021 Lists: Best Companies for Diversity and Best Companies for Women


IRVINE, California, January 13, 2022—Alorica Inc., a trusted global leader in digital customer experience (CX) solutions, has recently been recognized on Comparably’s top 100 large companies for 2021 for both Best Companies for Diversity and Best Companies for Women. These notable lists were determined by using : [link] culture metrics – compensation. Source. Press Release Diversity Equity and Inclusion

December 2022


The post December 2022 appeared first on Uniphore. Comics


Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

From Making Sandwiches to Making the CX Journey Better: An Interview with Customer Experience Expert, Nate Brown


Today we have with us Nate Brown, the Senior Director of CX at Arise and Co-Founder of CX Accelerator. Nate is a perpetual student of the world’s greatest experiences and the people who create them.

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Learn How to Sell on Shopify


What about learning how to sell on Shopify and enjoy the continuous growth of ecommerce sales? With the pandemic, more and more people started opting for buying online instead of going to physical stores and that trend tends to remain strong.

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How to Run a Call Center: What Should Agent Desktops Have?


If you want call center customer service that distinguishes you from your competitors, you need to equip your agents with the right call center technology. It can be challenging for agents to meet customer expectations on inbound and outbound calls.

From Making Sandwiches to Making the CX Journey Better: An Interview with Customer Experience Expert, Nate Brown


Today we have with us Nate Brown, the Senior Director of CX at Arise and Co-Founder of CX Accelerator. Nate is a perpetual student of the world’s greatest experiences and the people who create them.

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Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Influitive Wins 2022 TrustRadius Awards for Best Feature Set and Best Relationship


At Influitive, everything we say and do is in the eyes of our customers and their best interests.


Keeping People at The Heart of Expansion

CSM Magazine

Are you looking to expand your business into another country, region, or territory? If you are considering expansion, it helps to consider that people are at the heart of contact centers. With this in mind, let’s explore some of the key things to consider when expanding. Onboard New Employees.

5 Ways Customer Expectations for Retail Banking & Payments Have Changed in 2022


Let’s be honest: customer expectations for modern retail banking and payments were already in question before the pandemic. But the pandemic has undoubtedly been a catalyst for digitizing financial practices.

Your Small Office Could Benefit From These Large Office Affordances

CSM Magazine

Enterprise-sized businesses are their own highly particularized beast. They are in a different class when it comes to just about everything. In a large office, just keeping the lights on and the air cooled or heated is a major production. For the large office, everything is so much more expensive.

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LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

IVR Software – What It Is And Why It Matters.

Call Experts

Every business needs a way to interact with its customers and IVR software makes it easy to save time and money. How do you define IVR software ? You may know it as an interactive voice response system. . IVR systems can make call routing much easier for call centers.

5 Actionable Tactics for Impeccable Social Customer Service

CSM Magazine

“Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company.” – Connie Elder. Social media has evolved into a whole new world in itself.

Join the Conversation about Empathy in Action: A Message from Dr. Natalie Petouhoff

Natalie Petouhof

George Orwell. Now there’s an interesting character. I have always admired him, but not for the reasons you might think. They say empathy is about “stepping into other people’s shoes”.

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Here’s Why You Should Make Videos a Bigger Part of Your Business

CSM Magazine

Everyone loves a good movie. Just ask Hollywood. Even as people are watching more video entertainment at home and investing in entertainment systems that make some theaters blush, movies are constantly breaking new records. Not even the pandemic could stop them.

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!

Outbound Services for Contact Centers – How to Challenge 5 Key Objections


You know that your contact center would seriously benefit from outbound services. You’re well aware that providing proactive services can help you meet your customer’s needs, and that it’s relatively easy to implement.

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International Survey Probes the Future of Customer Service and Considers Consumer Preferences

CSM Magazine

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA.

What is Customer Experience Excellence and How Can You Start Your Journey Towards it?


The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer service and support has constantly evolved and strengthened as organizations of all industries see proof of how CX excellence improves the bottom line.