Sat.Sep 19, 2020 - Fri.Sep 25, 2020

Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

Contact Center Pipeline

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center trends survey, of the top 20 challenges, “lack of, or bad desktop tools” (KM being one) ranked second.

Work-at-Home vs On-Premise Call Center Agents – A Comparison


The decades-long debate comparing work-at-home vs. on-premise call center agents is a front-and-center topic today. Our industry is nearly six months into the workplace changes brought on by the coronavirus, and we are still adjusting to the current state of things.

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The Voicemail Paradox Is Slowly Killing Voicemail


Businesses set up their voicemail to give people a response. But guess what voicemail says? “I’m I’m unavailable to respond.” Continue Reading → The post The Voicemail Paradox Is Slowly Killing Voicemail appeared first on AnswerConnect Blog.

Following the Shot In


Much of my life is spent traveling. Lately, I’ve been home more than usual, along with most other people in the era of COVID-19. When I am home, I play hockey three or four times a week.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Contact Center Pipeline

Contact centers are complex and unique businesses. Some are five agents strong while others employ thousands. And while each contact center has its own business strategy and objectives, one common goal spans the industry: keeping customers happy.

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What is Customer Science? Is this the next wave of change?

Beyond Philosophy

I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data.

Guest Post: 4 Ways to Generate Revenue From Your Contact Center This Holiday Season


This week we feature an article from Gladly, a customer service platform. Learn how to best prepare your contact center for the holiday season. As the holidays fast approach, many companies are starting to think about how to maximize efficiency within their contact centers. But how can you stay efficient and drive revenue while still delivering radically personal customer service? It may seem impossible to do all of this at the same time, especially as companies are asked to do more with less.

Contact Centers Today… A Management Balancing Act

Contact Center Pipeline

The idiom “balancing act” is defined by as “a circus act in which a performer displays his or her balancing ability.” From where I sit, this definition suits many a contact center.

During Times of Crisis, the Best Investment is CX


The question is simple but the answer may be complex. Do your customers view you as an organization that is easy to do business with? This is at the essence of what customer experience is all about. Our ability to deliver on our brand promise and customer expectations.

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6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

What is Customer Science? Is This the Next Wave of Change?

Beyond Philosophy

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. These individual parts are not new, but their integration under one concept is— and it can make a massive difference in customer-driven growth. Customer Science is the fusion between technology (mainly AI), behavioral science, and data.

5 Top Customer Service Articles For the Week of September 21, 2020


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Customer Service Guide to Revenue Generation by Gladly. Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide.

Boosting Field Service Efficiency with Augmented Reality


Field service organizations in 2020 are challenged to continue providing the service excellence their customers expect while minimizing human contact.

Customer Service Fact #1 – Tip #17

Steve DiGioia

There are many “facts” in business and countless quotes and statistics are tallied-up each year. Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. These are certainly true.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

My Next Webinar with Eventus - Managing the Contact Center Data Deluge

Jon Arnold

That title should be self-explanatory, so if you’re wondering about how contact centers can get a handle on the exponential growth of data from endless sources - and actually get business value - this is the webinar for you.

4 Contact Center Technologies You Need to Win Over Gen-Z


Gen-Z’s expectations of technology are far higher than previous generations. If you don’t start implementing these essential four technologies into your business, you’re going to have serious trouble connecting with this generation of digital natives.

AVOXI Named 2020’s Best and Brightest Companies to Work For in the Nation


Atlanta, GA - September 25, 2020 -- The National Association of Business Resources has announced the Summer 2020 winners of its 10th annual Best and Brightest Companies to Work For? competition. It’s with great pride and enthusiasm to share that AVOXI was one of their high scorers, joining other prominent companies like BlackBerry?, Gables Residential?,… … The post AVOXI Named 2020’s Best and Brightest Companies to Work For in the Nation appeared first on AVOXI. Company News


Creating Value for Customers: How to Help Customers Thrive


Making your customers successful is ultimately about delivering value —you can create value for your customers by placing them in a position to grow their enterprise through the efficient use of your product to meet their business challenges.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Making remote an advantage for your contact center


A few years ago, a marketer named Scott Brinker coined the term Martec’s Law to explain the dissonance between technology’s exponential rate of evolution and the slower pace at which organizations change. The result?

[WEBINAR] What’s Stopping Your Credit Union From Reaching New Members?


There’s a golden opportunity for credit unions in the next five years, but only if they act fast. With the rise of P2P lending and socially responsible investment, it’s clear that consumers are looking for alternatives to big banking institutions.

How data analytics helps achieve better outcomes for patient and healthcare providers


The COVID-19 pandemic has accelerated a shift in data analytics.

5 Contact Center Communication Skills That Will Make the Agent-Customer Relationship Go From Good to Great


Earlier this year, I fought for seven months to get an issue resolved with a customer service team. Every couple of weeks, I’d muster up the energy to call the same number and wait on hold until someone answered. Nearly every time I called, I spoke with a different agent.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

What HIPAA Compliance Means To Your Business and Your Clients


In the healthcare industry, knowing and abiding by the HIPAA regulations is of utmost importance for the patients and for the healthcare practitioner.

3 ways to bolster remote security by tracking agent activities in real time


Now that your teams have successfully transitioned and adapted to a work-from-home (WFH) routine, it’s time to consider new strategies to keep business operations running smoothly. One of the primary concerns in a WFH environment is information security.

Accessing Interpreters for Telehealth Made Simple with 3-Way Video Calls

Certified Languages International

Even before the COVID-19 pandemic, telehealth visits were on the rise — and with it, the need to bridge the communication gap for limited English proficient (LEP) patients. Over the past 6 months, many hospitals and healthcare systems have scrambled to support their LEP patients remotely.

Future-proofing your corporate culture

TELUS International

Working remotely has its fair share of challenges. Discover key strategies to inspire and engage your employees and keep your corporate culture going strong. People and Culture


Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

In pursuit of optimality


This blog is written courtesy of Interactions R&D team.

How Do You Deliver Connected Experiences In the New Normal?


Adapt your CX program to COVID-19 and continue to deliver great connected experiences. Articles


Building Your Product Adoption Strategy: 5 Ways to Improve Customer Engagement


Customer success in the 2020s is a precision business. Just as resource companies have boosted yields and increased prospect success rates through the adoption of increasingly accurate scientific measurements, striking gold in customer success has become a product of data and observation.