Sat.Jul 09, 2022 - Fri.Jul 15, 2022

Tips and best practices for managing a remote call center


Read this post to learn tips and best practices for managing a remote call center

4 Fool-Proof Ways to Retain Customers and Build Loyalty


If one were to take an informal poll of CSMs asking what their number one goal with customers is, a majority would probably answer something along the lines of “keep my customers happy.” After all, what do happy customers mean?


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This is How You Reduce Escalations

Myra Golden Media

As I prepare for a workshop for a new client in Upstate New York, let me give you three things you can do to help your team get angry customers to back down , techniques right out of my De-escalation Training.

How to Be Funny and Use Humor in Business to Your Advantage

Beyond Philosophy

When I was ten, the teacher wrote on my school report, “Colin is the clown of the class.” ” To this day, I am still proud of that report card. Humor matters and can provide business benefits. Today we will talk about how to be funny and use humor to your advantage.

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?

25 customer satisfaction survey questions and examples


Looking to optimize your customer satisfaction surveys? Read this blog for questions and examples to help flesh out your own strategy.

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Analyzing the Analytics

Contact Center Pipeline

Analytics, namely the analysis of data such as through software tools to obtain meaningful and actionable insights, is central to the contact center. And contact centers collect a bounty of information from a growing array of channels and sources.

Drop the Cute Puppy and Let Your Stars Shine

Steve DiGioia

Every business has its underachievers. But today’s post is not about them. It’s about those precious, and few, overachievers. You know, that one or maybe two, star employees who always seem to find a way to prove their value and serve your customers better than anyone could have expected.

Leveling Up Live Visual Support on Desktop Requires Depth


Our customers and employees live omnichannel lives. Our service needs to offer the best possible experience across every channel and interaction. A few weeks ago, we explored the growing demand for omnichannel service continuity.

Close the Loop on Customer Feedback with Solvvy Surveys


Just because your brand finishes interacting with a customer, doesn’t mean their experience has ended. Understanding this distinction is the key to driving customer loyalty and recurring revenue. Ultimately, collecting customer feedback is the best way to truly gauge the customer experience.

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.

Strengthening the B2B CX

Contact Center Pipeline

Serving business-to-business (B2B) customers is similar and yet different from serving business-to-consumer (B2C) customers. Both types rightfully demand excellent customer experiences (CXs) on the channels of their choice.

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Guest Post: How to Create Massive Customer Surplus through Memorable Onboarding & Obsessive Service

Shep Hyken

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations.

The World of Work Has Changed. The Way We Manage Information Needs to Change, Too.


The world of work has changed. But the world of wikis, intranets, and knowledge bases hasn’t. And employees, leadership teams, and companies’ bottom lines are paying the price.

Customer Service Automation 101


Your customers expect–and demand–prompt, personalized service. The Salesforce State of the Connected Consumer report states that 66% of customers expect businesses to understand their unique needs and expectations, and 68% expect companies to demonstrate empathy.

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.

Taking the Leap to Success in 2022

Contact Center Pipeline

Every big leap takes the right timing, careful planning, intention, a clear goal, and focus. And there are many influences at play that ensure a “successful landing.” Yet there is an immediate imperative to execute this leap as the world of work rapidly evolves.

Give Them Help Before They Yelp?

Shep Hyken

Online reviews can work in two ways. For a company that provides a great customer experience, reviews can add credibility and bring in more business. But for companies that don’t provide an acceptable experience, online reviews can become the bane of their existence.

It’s Time to Confront Reality: Monitoring Customer Health


It can be really easy to overlook signs that may indicate something is wrong. That illuminated Check Engine light in your car, that slight ache in your tooth when you drink something cold, or that persistent feeling of exhaustion that you just can’t seem to shake.

How Does An IP PBX System Help Real Estate Businesses Thrive?


How Does An IP PBX System Help Real Estate Businesses Thrive? In today’s competitive environment, effective communication is imperative for business success including real estate and this can only be achieved by investing in modern software like IP PBX System.

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.

12 Must-Have Contact Center Security & Compliance Features


A few weeks ago, Jeetu Patel, Cisco EVP for Security and Collaboration, gave a very passionate keynote speech at Cisco Live 2022 about the importance that security measures will have in the coming months and years. The first trend he mentioned is that we are no longer operating within our own silo.

How To Reduce After Call Work in Your Call Center


Everyone wants to know how to reduce call work in their call or contact center! An agent’s work isn’t complete when the call is over.

Support Talks: Cross-functional Relationships to Create Proactive Support


How does support provide value beyond the queue? Commonly we talk about Support teams having the most contact with customers and we need to find ways to utilize this insight to create a better customer experience.

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How to Risk-Proof Your Business with Totango


Detecting and protecting at-risk customers is important even in the best of times, but it is especially critical during times of economic instability when your current customer base is your greatest (and perhaps only) source of dependable revenue growth. .

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.

Amazing Business Radio: Julius Robinson

Shep Hyken

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. Shep Hyken interviews Julius Robinson, Chief Sales & Marketing Officer at Marriott International.

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How To Handle Customer Complaints in Your Call Center


Handling customer complaints is a time sensitive ordeal. Here are quick tips for handling customer complaints in your call center. The post How To Handle Customer Complaints in Your Call Center appeared first on Livevox. Agent Experience Customer Experience Digital Transformation

How BPO Can Transform Your Fintech Business


Increasing demand for fintech business services has left many organizations scrambling to attract the right talent. The shortage in tech talent negatively impacts hiring managers across organizations of varying sizes, too.

How to Grow Your Business With a B2B Lead Generation Service

Quality Contact Solutions

Well-qualified leads are critical to a business’s success. While it can sometimes feel like there aren’t enough quality leads for your sales team to hit their goals to grow your business, trust me, there are. The trick is knowing where and how to find them.

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Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

An Ultimate Guide To Digital Customer Experience


We live in a digital world these days as we fulfill all our requirements with online shopping, make long-term friends or life partners via social media, and travel the globe by booking tickets from a laptop or a mobile phone.

Ready To Use Chatbots? Be Sure You Understand Customer Pain Points First


A Little Empathy Goes a Long Way. Chatbots have come a long way. Usage of this technology, which once handled only a small portion of customer interactions, is growing at a rate of 22.5% per year.

The Value of Outsourcing Order Processing


At first glance, order processing seems like a behind-the-scenes function, but it truly is critical to the overall customer experience. The reason: Shipping speed has become a key driver of customer experience for digital retail.