Sat.Oct 22, 2022 - Fri.Oct 28, 2022

A Complete Guide On How to Measure and Improve Call Center Customer Experience Properly


Business is always about money. And to surely know where your loyal customers are doing business with your company and where they are switching to another brand. Thus, you need to collect relevant data regarding your call center customer experience (CX). How much data do you actually need? The answer is resounding: you don’t need the carloads of data yourself and your staff.

25 customer retention strategies to improve CX and reduce churn


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


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Customer Success Team Structure: Four Best Practices


Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results.

What are the Benefits of an Inbound Call Center?

Global Response

An inbound call center is specifically designed and trained to handle the variety of incoming communications, quickly identifying customer needs and resolving each contact to grow your relationships with customers.

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.

Keeping the Customer Promise

Contact Center Pipeline

Promises are the most personal and binding of commitments, and therefore are to be made carefully, kept fully, and broken only in the most extenuating cases and with thorough explanations.

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The Effects of Good Customer Service


Providing honest, good customer service is a low-bar to clear – or so it seems. A good customer service platform really just has to do one thing, put the customer first. On the outside, it looks like a simple grade-school high jump competition.

Despite All My Hard Work, My Key Performance Indicators Are Not Moving! Why?

Beyond Philosophy

We’ve got a pickle. I love a pickle. Tonya Dunn, an insurance professional, wants to know why her Customer Experience efforts aren’t moving the numbers. She wants to know what we think they should do.

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.

What Is Conversation Intelligence Software?


Conversation intelligence (CI) software is a tool that can record, transcribe, and analyze speech in sales and customer service calls and chats to improve customer experience.

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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.

Four key conversation intelligence use cases in the mortgage industry


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

Simplifying Multiple Channel Management

Contact Center Pipeline

Brands have never been more accessible to their customers than they are today. Whether it’s through a voice call, chatbot, or WhatsApp, or via a company’s mobile app, website, or good old-fashioned email – there’s never been as many options for customers to interact with a brand.

The Deal’s Not Over: After Close Care


As previously featured in Progress in Lending's Tomorrow's Mortgage Executive. call center outsourcing customer service customer experience mortgage

CEO of the Moment

Shep Hyken

The Awesome Responsibility is a concept I came up with a number of years ago. It describes the role an employee has when interacting with a customer. In that moment, one person in the company represents everything about the company.

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.

The Best Customer Experience Conferences in 2023


After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to.

Keeping Teams Jolly as the Holiday Season Approaches

CSM Magazine

The holiday season is fast approaching, and with it comes all the inevitable chaos – fun-filled vacations, visits with family, and partaking in beloved time-honored traditions. While fun and worthwhile, these festive endeavors mean more employees will be spending time out of the office.

Call Center Motivation: How to Inspire Your Agents


When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Impeccable customer service and experience? To get a real sense of how things are going, don’t just look at your customers; look at your agents.

AI – Beyond Simple Messaging

Upstream Works

By: Rob McDougall, CEO, Upstream Works Software. Many contact centers have a large focus on using Artificial Intelligence (AI) applications to provide a level of AI-assisted services via the website. Many companies, when they think of conversational AI, think of chatbots as a default.

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!

GUEST POST: Keeping Employees Engaged and Empowered


Many businesses in today’s climate find it tough to retain top talent. We think employee engagement and empowerment go a long way in making that happen. The feedback from contact center staff in the COPC US Employee Engagement Research Report supports that notion. .

MiaRec Emerges as Conversational Analytics Provider with New Product Enhancements


The way we communicate has changed drastically in recent years, and as the way we communicate changes, so too must the tools we use to support and improve those interactions. Speech Analytics Quality Management

Deploy a machine learning inference data capture solution on AWS Lambda

AWS Machine Learning

Monitoring machine learning (ML) predictions can help improve the quality of deployed models. Capturing the data from inferences made in production can enable you to monitor your deployed models and detect deviations in model quality.

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Make Your Shopify Website More Mobile-Friendly in 2022


Last Updated on October 27, 2022 85% of shoppers prefer mobile applications over mobile websites for online shopping (Forbes). Let that sink in. Mobile has become the staple channel for consuming information and carrying out everyday tasks.

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!

Maintaining a Competitive Advantage in FinTech


The global fintech market is on track to grow at an annual rate of 20% over the next four years. There is a tremendous amount of competition as literally hundreds of startups are racing to secure funding rounds and establish themselves as dominant players in the industry. Digital CX Fintech

Assessment for Almost-Automatic CX Excellence


Assessment for Almost-Automatic CX Excellence Lynn Hunsaker. To propel your firm to world-class performance, an assessment for almost-automatic CX excellence is now available.

CSMs: How to Host a Successful Customer Account Review


As the role of a Customer Success Manager has become more and more essential to the ongoing growth and success of both customers and overall organizations, the ongoing responsibilities of CSMs have also evolved.

AWS Celebrates 5 Years of Innovation with Amazon SageMaker

AWS Machine Learning

In just 5 years, tens of thousands of customers have tapped Amazon SageMaker to create millions of models, train models with billions of parameters, and generate hundreds of billions of monthly predictions.

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!

Guest Post: How Learning a Second Language Boosts Your Customer Service Abilities

Shep Hyken

This week, we feature an article by Rupert Jones, a financial independence geek who believes in the power of networking. He shares how learning a second language can help support teams communicate and serve their customers.

A Roadmap for Implementing Artificial Intelligence into Your Organization


Artificial intelligence (AI) is a fast-growing component of the consumer world. Things like Siri on your mobile device and Alexa or Google at home make life more convenient for millions of people around the world.

Why Does My Number Show Up as a Scam Likely and How to Avoid It?


Nowadays people keep their privacy and do everything they can to avoid unwanted contact. Partially, marketing practices of the past are guilty in this situation, because aggressive dialing from unidentified phone numbers was extremely common in those days. On the contrary, modern technologies, legal regulations, and marketing culture collectively state that spam phone numbers and unwanted calls aren’t allowed to be used.