October, 2022

Recession-Proof Your Contact Center: How to Navigate a Downturn

Amanda Butkewich

During a recession, contact centers and call centers are still in high demand. But how does an economic downturn effect the industry

Call Routing: Functionalities, Advantages and Strategies for Contact Centers

Mounim Benharouga

NobelBiz | Blog. Call Routing: Functionalities, Advantages and Strategies for Contact Centers Published on 02

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Improve CX by Celebrating Front Liners!

Contact Center Pipeline

We all know that customer experience (CX) is vital to the success of any business. But many leaders don’t realize that the key to a great CX is an excellent agent experience. Yes, that’s right, the people on the front lines interacting with customers daily significantly impact the overall CX.

9 Highly-Effective Tips to Politely Control Difficult Customer Calls – with Myra Golden

Myra Golden Media

Customer service calls can sometimes get out of control, especially in difficult situations when customers don’t immediately get their way.

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

How to Measure the Return On Investment (ROI) Of Your Contact Center Solution?

Mounim Benharouga

NobelBiz | Blog. How to Measure the Return On Investment (ROI) Of Your Contact Center Solution

More Trending

Call Center Security: A Guide to Keeping Your Data Safe

Fonolo

The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more.

How an Artificial Intelligence Chatbot Can Revolutionize Your Customer Support Operation

Solvvy

Chances are, the last time you called a customer support number, you interacted with an artificial intelligence chatbot. If the company had a great AI chatbot, the interaction might have been so natural that it took a while to realize that you weren’t actually talking to a human.

Bringing Automation to Customer Service – 5 Chatbot Examples for Any Industry

Comm100

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations.

How customer success teams drive value through collaboration

Totango

Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services.

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

Uncover the Value of Digital Self-Service CX

Contact Center Pipeline

Today, brands must differentiate the experience they provide their customers or risk losing them to competitors.

Four key conversation intelligence use cases in the mortgage industry

Callminer

In CallMiner’s continued work with mortgage lenders and financial institutions, we’ve identified four key use cases for conversation intelligence technology. Read this blog for more

FEAR! One of the greatest marketing motivators of human behavior

Beyond Philosophy

Neither of us is much of a runner. In fact, to get us to run with any kind of speed would require some motivation—like a tiger chasing us. That’s because fear is a powerful motivator. Fear is also a powerful tool for marketers to get customers or potential customers to care about something.

Contact center vs call center: the difference explained and — more importantly — realized

Matt Casper

What makes the contact center different from the call center? It's more than just a call center with email and chatbots

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

100+ Customer Experience Stats to Prepare for 2023

CCNG

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business.

CCNG 195

The Best Social Media Channels for Customer Service

Shep Hyken

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. More on why in just a moment.

Rise of the Chatbots

Contact Center Pipeline

A little while ago I recalled a former agent telling me how excited she was about her new role as a chat agent. She later went on to tell me about this story she had using chat solutions. When a member logged in to the company’s portal with their assigned credentials they saw details about […].

25 customer retention strategies to improve CX and reduce churn

Callminer

A solid core of loyal customers is essential to any growing company. Read on for our list of strategies to improve CX and boost retention

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’? Experience

Beyond Philosophy

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. We created this newsletter in partnership with Streem. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? I have.

How to transform Customer Service Experience with Speech Analytics?

Jim Iyoob

Improving customer experiences is one of the important areas of focus for leading brands. While it is the responsibility of the entire organization to ensure quality customer experiences for sales and support services, the team contact center agents is the front line for quality interactions.

DYNAMIC ORGANIZATIONAL STRUCTURES CAN DRIVE EMPLOYEE RETENTION, YOUR BOTTOM LINE

CCNG

Many companies are currently reevaluating their culture, recruiting practices, and employee engagement strategies to increase employee retention. Leadership plays a big part in this.

CCNG 195

Why Customer Experience Is Key to Scaling Revenue Growth

Lumoa

It’s no secret that customer experience is key to a company’s success. But what may be surprising is that as businesses compete more and more for customers, customer experience is becoming the new competitive battleground. . What does this mean for companies?

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

How to Manage Multiple Evolving Channels

Contact Center Pipeline

In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites to mobile phone apps, to social media and eCommerce platforms, to the Internet of Things, and to virtual assistants such as Siri and Alexa.

Seven CX solutions: tips and best practices for improving CX in the contact center

Callminer

Read this blog for seven tips and best practices for improving CX in the contact center

Why video is the untapped jewel to greatly enhance your customers experience

Beyond Philosophy

This podcast was created in partnership with Streem. Delta thinks I am a liar. Or at least it felt like they did on this phone call with me. If we had a video option, the entire experience would be better for both sides, and I would have the flight I wanted.

Identify Your Team's Motivation to Unlock the Secret of Creating High Achievers

Kaylene Eckels

For years, effective knowledge management programs have stressed that employee engagement is important, but for more reasons than you may think.Motivated employees are more likely to put their heart into their job which drives performance results, but it turns out that you can actually measure motivation and the cost of low motivation - to the

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

Best Practices For A Powerful Professional Network: Part 7

CCNG

Each time you engage with your network you are also building (or eroding) your reputation. Paying attention to professional etiquette goes a long way toward adding value and longevity to your network.

Contact Center Location Strategy in a Remote World

Amy Bennet

How do you continue to offer seamless customer service and experience in this new world of remote work? Blue Ocean offers some insights on how to create a contact center location strategy in a remote world

5 Ways to Manage Risk

Contact Center Pipeline

2022 has been a pivotal turning point in the age of sales, risk, and technology.