Sat.Apr 02, 2022 - Fri.Apr 08, 2022

Customer Service Is More Important Than Price

Shep Hyken

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. The response was that 58% said, “Yes.”

Top 10 Risk Factors For Contact Centers And How To Tackle Them

NobelBiz

Managing a contact center doesn't come without its challenges and risks. And these risks are often related to Key Performance Indicators (KPI), Security and Technology. In this article we will talk about the top 10 risk factors for quality contact centers and how you can tackle them.

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Five Windows into the Future of the Contact Center

Contact Center Pipeline

The contact center industry has had to evolve with seismic shifts over the past year and a half. Businesses everywhere shifted en masse to work-from-home (WFH) environments: and digital acceleration went into overdrive to cope with them.

Don’t Do This! Why Do People Fail to Understand Customers’ Real Expectations?

Beyond Philosophy

Many organizations do not know what customers expect from their experience and to their detriment. Understanding customer expectations is fundamental. Fail to meet them, and you have, well, failed.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & 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!

Retaining Your #1 Asset Through Leadership & Culture

CCNG

recently led a discussion for CCNG members that focused on Retaining your Number 1 Asset Through Leadership & Culture. Data has shown that leadership is the number one reason employees of all industries leave their positions. The number one reason they stay is organizational culture.

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Treat Technology Partnerships Like a Marriage!

Contact Center Pipeline

In 1988 I wrote an industry article, titled “Life with Multiple Vendors”, which appeared in the Service Level Newsletter, published by ICMI. The message in that article underscored the value and importance of working together, as one team, to achieve operational success.

3 Observations From Field Service Medical 2022

TechSee

If you or a family member relies on an at-home medical device, whether an insulin pump, hearing device, or a CPAP machine, or any of the dozens of others, we know how incredibly convenient and in many cases, life saving these devices can be.

Cyara + Botium: What this Exciting New Partnership Means for You

Cyara

An Acquisition that Made Perfect Sense. Artificial intelligence is evolving rapidly, and it’s changing the way customers and businesses interact on every level. As more of these interactions move online, automated chatbots are becoming a mainstay in industries of all kinds.

What is customer lifetime value?

Callminer

Customer lifetime value (CLV) is a great way to track your customers' overall perception of your brand. Read this blog learn what it is, why it's used and how to make the most of this valuable metric

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Customer Experience Perfection Is Easy to Achieve

Contact Center Pipeline

A common viewpoint in our industry today is that getting a group of agents to offer a consistently exceptional customer experience is a complex mystery full of unknowns.

Transform Traveler Satisfaction This Summer with the Cloud?

Avoxi

Transform Traveler Satisfaction This Summer with the Cloud Travelers have a lot of options for booking their travel plans. Cloud technology is making it easier for them to do so and providing an enhanced experience from the time of reservation through post-trip interaction.

Six Best NPS Software Solutions for 2022

Totango

The number of NPS software providers has proliferated as the importance of tracking Net Promoter Score (NPS) has been realized by a growing number of enterprises. This raises the question, how do you find the best NPS software solutions? In this guide, we’ll help you tackle this issue.

Knowledge Management 101: Your Complete Guide for the Contact Center

LiveVox

For a business to run smoothly and operate at high levels of efficiency, there must be systems in place that support all the departments that make up the company. One aspect of support is keeping up with information that passes through the company in the form of knowledge management.

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.

Contact Center Pipeline Magazine: Inside Our April 2022 Issue

Contact Center Pipeline

Did you think in March 2020 that we would still be talking about adjusting to the “new normal” and figuring out the best path forward for our staff and customers in April 2022? I certainly didn’t.

5 Skills and Traits Every Call Center Leader Should Have

Fonolo

What comes to mind when you think of the ideal call center leader? Organized? Professional? Inspiring? While those are certainly beneficial, the right candidate needs a lot more than that to make it as a successful call center leader.

Identify and Utilize Subject Matter Experts at Work

Guru

Knowledge management plays an important role in ensuring that everyone can do their best work, but plenty of things need to come together to have an effective strategy. knowledge management

How to Easily Design and Run Your Customer Journey

Totango

Mapping out your customer journey is not an easy task. It can be complicated and messy and difficult to see the path forward. When you finally get it all mapped out, then you have to figure out which tools to use to activate it – and it might even be outdated a week later!

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Rants of a Customer Success Analyst – The Why

Education Services Group

The memory is vivid: a dark blue piece of construction paper, a fresh unused roll of tape in a handheld dispenser. I remember looking around and seeing my classmates using crayons, markers, and massive pencils to create their parent’s newest piece of fridge decor.

Are Your Agents Prepared to Deliver 5-star Service with SMS Messaging?

LiveVox

NTT’s 2021 Global Customer Experience Benchmarking Report noted that most organizations now provide nine customer interaction channels, up from eight in 2020. Why the push for more ways to assist customers?

What is Call Center Quality Monitoring and Why is it Important?

Fonolo

“This call may be monitored for call center quality assurance.”. Anyone who’s ever called a contact center would recognize this familiar line —and for good reason.

12 Chatbot Metrics That You Will Be Naive To Ignore

kommunicate

Last Updated on April 3, 2022 Chatbots are not just the helpdesk assistants of the future, they are the helpdesks of the future. There, we said it.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

Zero-Trust Models for Hybrid Work Environments

ConvergeOne

As we move deeper into the Hybrid Work environment, it is key that you focus on a zero-trust model in your organization. You’re probably thinking, “Why should we be focusing on this?” Because security is about keeping assets out of the hands of attackers.

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How Quality Management Can Empower and Engage Your Contact Center Agents

LiveVox

Welcome to the age of agent empowerment. If there is one thing that The Great Resignation has made clear, it’s that frontline employees want more control over their work and the impact that their jobs have on their professional and personal lives.

Next Stop - Channel Partners Conference, Las Vegas

Jon Arnold

Been a long time since doing a “next stop” blog post, but it’s looking like we’re finally back to travel for industry events. Next week, I’ll be in Las Vegas for the Channel Partners Conference , and am moderating two sessions with UCaaS themes.

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How The Pandemic Changed Customer Support System

Nicereply

As countries went into lockdown, people had to start working remotely. During the first few months of the pandemic, there was an urgent need to pivot business ops and continuity plans. Those who failed to adapt and innovate trailed behind.

How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

KLAS gives DAX an A in its Emerging Technology Spotlight Report

Nuance

Even when you’re feeling well, a regular check-up can provide a useful insight into all the internal processes that keep your body ticking along. It helps you stay on top of your health, and gives you the opportunity to make lifestyle improvements as you go.

How to Get Ahead in Manufacturing with BPO

Helpware

Business process outsourcing (BPO) enables companies of all sizes to outsource their back-office functions, such as customer service and accounting. The benefits are numerous: lower costs increased productivity, and the ability to focus on core business activities.

New E-Book with Cisco - Webex Go: Mobile Collaboration for Hybrid Work

Jon Arnold

I’ve been busy on many fronts for months now, doing all kinds of project work for clients. Many of my short-form writing pieces are shared here and elsewhere on a steady basis.