November, 2021

Cloud Based Solutions, the Contact Center and Future of AI

CCNG

Ten years after we were told that Software is Eating the World, we’re now well aware that The Cloud is Eating the World. Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly.

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Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities

Contact Center Pipeline

More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due to the need for social distancing, many businesses closed—some for good. Other companies turned to remote-work models.

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Introduction to Responsible AI: The CallMiner Research Lab Responsible AI Framework

Callminer

The CallMiner Research Lab Responsible AI Framework outlines definitions and concerns, as well as some of the driving questions, leading to deeper considerations about our tools, models, and datasets

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The 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints

Beyond Philosophy

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

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3 MISTAKES LEADERS MAKE THAT SABOTAGE EMPLOYEE ENGAGEMENT

Virtual Live Labs

In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle.

Avid Readers Make Better Leaders

Contact Center Pipeline

I have grown up (personally and professionally) over the past 30-plus years working in the call/contact center business. I began in the early ’80s when my husband David and I owned an “interconnect” telephone company.

And the winners are…congratulations to our LISTEN 2021 Award recipients!

Callminer

We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients

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The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints

Beyond Philosophy

The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

“Satisfaction Guaranteed” Does Not Lead to Customers Guaranteed

Bill Quiseng

When you are working in customer service, you have been happy that your customers leave satisfied. You have sold them a product or service that meets their wants or needs. Or you solved their problem for them. You were happy because, in the end, they were satisfied.

3 MISTAKES LEADERS MAKE THAT SABOTAGE EMPLOYEE ENGAGEMENT

Virtual Live Labs

In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle.

The Hybrid Contact Center

Contact Center Pipeline

As COVID-19 restrictions ease, contact center leaders are planning what their future work environment will look like.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

How to Use a Customer Journey Map to Keep More Customers [+ Real Examples]

Nextiva

Of all the problems that plague growing businesses, the most frustrating is trying to understand user behavior. But then, when you think you've figured it all out, loyal customers begin to leave without warning. Or, new visitors spend hours on your pricing page only to leave without buying.

This is the Most Powerful Tool in Your Armory, But Do You Understand Why?

Beyond Philosophy

Consumers do insane, possibly dangerous things when they feel a threat to their resources. In particular, highly commoditized resources we perceive as necessary for basic functioning. Unfortunately, panic buying shows that the difference between everyday life and chaos has a thin margin.

When Your Customer Experience Hits a “Bump in the Road”

Shep Hyken

One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix.

The True Remote IT Support Cost & How to Optimize this Necessary Expense

TechSee

The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

Improving Customer Experience by Empowering A Compassionate Workforce

The Northridge Group

Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level.

Low-Code/No-Code AI-Enabled Chatbots

Contact Center Pipeline

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer service realm.

The best contact center reporting and analytics tools on the market [Guide]

Tethr

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately.

New Opportunity: Why Nostalgia is not just a thing of the past, but the present!

Beyond Philosophy

I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

A Fast Answer or the Right Answer

Shep Hyken

Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away.

The New Hybrid Field Service Model: Does Visual Assistance Have A Part To Play?

TechSee

The pandemic has transformed how field service is delivered, with the industry focused on servicing customers in the most efficient way possible.

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Best Practices of Great Coaches

The Northridge Group

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways.

12 Better Ways to Start a Customer Service Email

Contact Center Pipeline

“Thank you for contacting us.” There’s nothing wrong with that little email starter sentence, but it’s not great, either. Think about it. In most cases, you’re thanking customers for doing something they wish they didn’t have to do: email you to complain about a problem or to get help.

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

3 surprising ways AI is improving the customer experience landscape

Tethr

As the horizon of customer experience (CX) moves farther into the distance, all of us CX practitioners are always chasing the latest and greatest ways to get a competitive edge in the industry.

Our Competition is Beating Us Despite the Fact We Are Better Than Them

Beyond Philosophy

One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share.

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Guest Post: Are Customer Surveys the Best Way to Receive Feedback About Your Brand?

Shep Hyken

Jacob Borgeson is the Product Marketing Director at Khoros where he helps brands understand how communities can help their businesses. He shares the challenges and limitations of using surveys to gather feedback about customer experience.