Sat.Oct 09, 2021 - Fri.Oct 15, 2021

Evaluating Your Contact Center Disciplines


Every contact center or customer experience leader comes to that fork in the road where you have to conduct a self-assessment with that perennial question “How good are we?”

Be the Customer

Bill Quiseng

As a customer service professional, you have been told by your supervisor to interact with all customers as if they are the customer persona. Of course, it is easier to have one of your customer personas. A persona is the general image of customer personalities.


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25 ways to improve call center efficiency


Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers

Turning Lessons from the Past into a Blueprint for the Future-Proofed Contact Center

Contact Center Pipeline

In 1918, calls were coming in faster than customer service workers could manage. A global pandemic was driving people to rely on technology instead of interacting face-to-face. That increased reliance on technology placed an extraordinary burden on the shoulders of customer service workers.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

HVAC Answering Service Benefits

Ashley Flores

HVAC companies are the superheroes we never knew we needed. Whether doing a routine maintenance check or answering a desperate call in the middle of the night, they are essential

More Trending

Understanding the different types of customer satisfaction


Although customer satisfaction may seem like a simple concept to grasp – your customers are either reasonably satisfied or they are not – there are numerous ways to track, measure and improve it


Chatbots, AI and the Contact Center Worker: Finding the Right Machine and Human Balance

Contact Center Pipeline

Artificial intelligence has become common in many households and workplaces. Popular AI personal assistants like Google Assistant, Siri, Cortana, Alexa and Bixby have played a big role in rapidly reshaping consumer attitudes about how companies should respond to them.

BPO Call Center: 6 Questions & How-To Implement

Shannon Keown

BPO is a common acronym in the call center world. It stands for business process outsourcing, a term used to describe the hiring of a third-party to complete a business operation

Stumped for New Ideas? This is What is Stopping You

Beyond Philosophy

I like books that show you another perspective you weren’t expecting. Yuval Noah Harari’s Sapiens: A Brief History of Humankind is an example. Sapiens covers the critical points in history for homo sapiens.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

3 Tips to Reduce Cost Per Contact in the Call Center


When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool.

‘Golden’ Rule of Customer Service

Contact Center Pipeline

It was a lazy Sunday afternoon and while channel surfing, I ran across a marathon of The Golden Girls. A GREAT tv show! On this episode Dorothy has been sick, tired and feels something is just not right. She went to several doctors who told her nothing is wrong and maybe it is because she […].

5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively


For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn.

Stumped for New Ideas? This is What is Stopping You

Beyond Philosophy

Do you remember Blockbuster, Circuit City, or Kodak? I ask because these brands are not around anymore. They were once the leaders in their field, the only game in town in some cases, but now they are gone.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Optimize Your Call Center Layout with These 5 Tips


Traditional call center environments are often busy, fast-paced environments, but it doesn’t need to be that way.

The Future Is Hybrid Care: Combining In-Person And

Matt Dickson

Prior to COVID-19, telehealth and virtual care models were challenged by financial, legal, and organizational hurdles that limited their growth.

3 voice of the customer best practices for better customer insights


There’s no doubt about it: The voice of the customer (VoC) is a powerful tool for building customer loyalty and increasing value.

Are Customer Service Teams Ready for Winter?

CSM Magazine

Winter always brings challenges to certain sectors. In healthcare, there’s an increase in seasonal colds and flus putting pressure on existing services; in retail, there’s meeting the demand of the Christmas season. This winter promises to be like no other.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Why Support Teams need Contextual Data (and how to make it happen)


Equipping your support team with contextual customer data is one way to lower that effort. In today’s connected world, we have an unprecedented opportunity to gather and analyze data. Data is everywhere! Most companies have access to data through apps, webpages, coupon codes, etc.

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Why Call Centers Should Utilize Soft Skills


Want to improve your CX? Start with your agent training activity

Workato + Gong + Guru + Slack: A Better Way to Activate Competitor Battle Cards


It takes a lot of work to keep a library of competitor battle cards up to date. You and your competitors are always adding new features, adjusting your go-to-market messaging, and experimenting to get to the most sign-on-the-dotted-line-worthy pricing and packaging. product enablement

Three Ways to Maintain a 5-Star Contact Centre

CSM Magazine

In January 2018, I joined Insite Energy to help lead a strategic customer service transformation. In this article, I will share some of the important lessons I have learned that will help maintain long-term excellence.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

4 Steps to Creating a Successful KAM Program


Key account management , or KAM, is one of the most valuable developments in account management to have emerged in the last 20 years. It is a process in which to build and maintain relationships with your most critical accounts.

What Health Systems Should Do To Address The Current Nursing Shortage & Burnout

Stericycle Communication Solutions


Why In-Depth Phone Interviews Should Be Part of your CX Strategy

Satrix Solutions

In-depth Phone Interviews offer tremendous value to B2B organizations that want to better understand the “why” behind the user experience.

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The Secret To Customer Loyalty

Shep Hyken

Okay, maybe it’s not the secret, but what I’m about to share with you is one of the secrets. Actually, three secrets. . In the real estate world, the three keys to success are location, location, location.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards


Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards. Your Customer Success program is a telling datapoint when comparing great companies apart from their peers.

5 Medical Call Center Services You Never Thought To Outsource

Stericycle Communication Solutions

5 Tips for Better Customer Success: Respond to Upset Customer Downgrades Effectively


For effective customer success , respond to upset customer downgrades proactively. Just because a client downgrades, they don’t have to churn.