Sat.Sep 04, 2021 - Fri.Sep 10, 2021

Can data help assess customer vulnerability and affordability? Yes. Here’s why


Ahead of his session at the Online Collections Technology Think Tank 2.1 on September 16, Frank Sherlock shares his thoughts on using data to identify vulnerable customers and assess affordability

The Hidden Messages That Are Killing Your Culture Without You Knowing

Beyond Philosophy

If you are like most companies, you probably think that you put the customer at the center of everything you do. But do you? There are some critical things that the most customer centric companies do differently than the average company.


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Beyond Remote Support: 5 Ways Your Organization can use Visual Assistance


When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center.

You’re Terminated: Three Reasons Customers Will Stop Doing Business with You

Shep Hyken

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you.

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.

Coaching sales interactions takes more than experience – it takes the right technology


Sales leaders need to evolve with technology. Rick Britt, CallMiner's VP of AI, shares why it’s time to change the game and start moving the needle using technology like sales conversation analytics

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How to Create a Call Center IVR Script


When customers call your customer service line, greeting them with a friendly and easy-to-navigate interactive voice response system is a standard in call center software.

Reduce Churn: Craft Customer Success Compensation Plans That Attract Top Tier Talent


There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization.

How to Calculate Call Center Occupancy (Then Improve it!)


Running a contact center often feels like a balancing act. You have to juggle great (and speedy!) service while ensuring agents aren’t overworked. Misjudge this and you’ll end up with: unhappy agents and customers, or a labor bill that is larger than necessary.

Why Training Programs Fail and How to Avoid It Happening to You

Contact Center Pipeline

We considered starting this article like this: “Two grizzled training veterans walk into a bar…” but that’s not exactly how it happened. We are experienced (not grizzled) training consultants. We’ve never met in a bar, but that could happen someday!

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

How to Measure Customer Service Quality: Methods & Tools

Help Scout

Just because a customer clicked a smiley face in your post-service feedback survey does not mean you gave them high-quality service. They might love the product, and your service is just okay enough not to make a difference.

Machine Learning in Ecommerce - What Ecommerce Companies Should Know About Microtasking


As an ecommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This is where microtasking and crowdsourcing can help


What is Customer Journey Mapping?


Customer journey mapping is one of those phrases that everyone has heard. Even if you’re not involved in creating journey maps, you probably know the team within your business that is. Likewise, you probably have some notion of what a customer journey map is.

Make Diversity & Inclusion an Essential Contact Center KPI

Contact Center Pipeline

Like most contact center leaders, I like data. Give me cold, hard facts and figures and I’m able to build strategies and implement processes to improve those numbers.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

3 In-Person Conferences to Attend Before 2021 Ends


A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. Today, the industry is starting to meet face-to-face again as vaccines are being distributed across the country.

Debunking the Myths about Business Process Outsourcing


Find out what business process outsourcing is and isn't. This guide will help you learn more about the benefits of BPO in optimizing your operations

Amazon Customer Service: The Worst is Yet to Come

Bill Quiseng

Some of you may know I am a stroke victim who is paralyzed on the right and have selective short term memory. Several days ago I did not order on Amazon two bottles of Phillips Milk of Magnesia. Despite no order, Amazon shipped the products.

How to Create a Customer Service Strategy That Drives Business Growth


As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

How to Onboard Into a New Codebase


When starting out at a new company, it's common for a new hire to experience a bit of culture shock. The different offices, people, processes, etc. can all be jarring. However, engineers will often be subjected to an additional type of shock during their onboarding.

“Digital First” Means Customer First

The Northridge Group

It’s a fundamental shift in the way we do business: These days, most customers encounter a brand or business online before they encounter it in real life.

Understanding the role of artificial intelligence in conversation analytics


Here at Tethr, we did the original research around effort reduction, artificial intelligence, and conversation analytics nearly ten years ago.

How to Measure and Improve Your NPS Score with Agent Engagement


There are dozens of ways to measure your customers’ satisfaction. But, one metric steps beyond just measuring satisfaction. Your customer Net Promoter Score builds the foundation to help you measure customer advocacy, too. Undeniably, customer advocacy helps you win more customers.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Add Slack to Your Internal Wiki and Super Charge Knowledge Management


What is a Slack wiki? Why your internal wiki should live in Slack. 4 things to look for when evaluating a Slack wiki solution. Searchability. Knowledge creation. Information trust status. Analytics. Considering using Slack to upgrade your internal company wiki? You’re not alone.

R U OK Day Prompts Cyarans to Ask "Are You Really?"


With mental health issues on the rise, it’s important to also increase mental health awareness efforts. According to the World Health Organization (WHO), an estimated 264 million people globally are affected by depression.


Moving to the cloud – 5 tips for a winning strategy


Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Published on: September 06, 2021.

Guest Post: Customer Experience: Expectation vs. Reality

Shep Hyken

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

3 Winning B2B Client Engagement Strategies


B2B client engagement strategies can help you retain more customers if you know which best practices to follow. B2B engagement differs from B2C engagement in several important ways which require certain adjustments.

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Customer Service for Different Generations


Understanding the intricacies of customer identity is the linchpin of successful personalization in the contact center. If you’re looking to tailor customer service for different generations, then what follows will be particularly helpful.

How to make digital self-service amazing

NICE inContact

Did you know that most of the customers who contact your call center have already been on your website to self-diagnose their issue and/or try to resolve it themselves? NICE CXone AI Customer Experience