Sat.Apr 16, 2022 - Fri.Apr 22, 2022

5 Rules of How to Effectively Target Your Critical Customers

Beyond Philosophy

Marketers want to target specific customers to get them to buy their product or service. However, different customers want different things delivered in different ways—and for different reasons.

Seek and Share Truth to Boost Employee and Customer Experience


This King of Rock' n Roll quote may be the purest basis for considering any personal or business challenge.

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Improving Agent Retention in the Call Center


Agent attrition. These two words are enough to make any call center manager cringe these days. While historically, the rate of agent attrition averages between 35% to 40% , that number has risen dramatically in part due to the ongoing pandemic and the Great Resignation.

Executive Interview with LumenVox Founder & CEO Edward Miller

Contact Center Pipeline

What exciting times for our industry. Voice technology has come such a long way and according to my interview with Edward Miller, the Founder and CEO of LumenVox, we still have so much opportunity ahead with speech software. I love his vision for speech and voice biometrics in our contact centers.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & 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!

3 Ways to Improve your Customer Experience with Warm Transfers


“Good morning, you’ve reached Alice at Quality Insurance; how can I help you today?” ” You explain that you are following up on your insurance claim for damage to your vehicle that you submitted online using the insurer’s portal.

More Trending

Ways to Improve Virtual Customer Service

Working Solutions

In any business, there’s always room for improvement. Virtual customer service is no different, as it remains a vital element in growing your reach and retaining those valuable current customers. One bad service interaction may have a ripple effect that impacts your entire business negatively.

The Fine Art of Contact Center Management

Contact Center Pipeline

The earliest definition of contact center management that I know of came from Gordon MacPherson, founder of the Incoming Calls Management Institute (ICMI) in 1985.

Guru's Guide to Successful Software Implementation


Is there anything more fun than rolling out new software at work? We can think of a few things: 4:30 meetings on Friday afternoons and root canals immediately come to mind. thought leadership


How to Deal with Customer Complaints: The Perfect Thing to Say

Shep Hyken

There are many ways to deal with complaints or angry customers. I’ve written a number of articles on the different ways to do so, and today I want to add an excellent technique. .

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Qualitative Research in Customer Experience: When it’s better than Quantitative

Satrix Solutions

Is your company thinking about: • Changing your customer service or support model? Refining your product offering? Developing a new solution? Evolving your messaging and positioning?

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Getting Buy-In for Change

Contact Center Pipeline

Often it can be quite challenging getting buy-in from your team when you need to introduce new coaching methods, processes, and call guides. Or just about anything else that’s New. Because most people don’t like trying new things. Even when these new developments could deliver tremendous benefits.

Flipping the Spoon – Your Data

Education Services Group

The Reason. My wife and I have been married for almost seven years. We were the couple that got married fast and haven’t looked back for a second. She is my best friend and the only person who knows me completely and wholly.

Dukaan + Kommunicate – Take Your Small Business Online & Keep Customers Happy


Last Updated on April 20, 2022 Disruption -</noun> the action of completely changing the traditional way that an industry or market operates by using new methods or technology. Usage: “No industry is immune to digital disruption.”

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.

Customer Service Channel Planning Matters – Here’s Why


Service design will be a key component in managing customer contact, making it vital for organizations to plan their channel strategy. ?? Getting customer service channel strategy right can help organizations reduce operational costs and increase customer satisfaction.

The Best Way to Handle Business Phone Call Overflow and Surges

Call Experts

You juggle many responsibilities like call overflow if you’re a small business owner. While you may be able to handle all of your duties yourself at first, as your business grows and changes, it becomes more difficult to wear every hat.

Episode #15 – Why Employees Should Be Vulnerable at Work

Russel Lolacher

In this episode of Relationships at Work, Russel chats with executive leadership coach, CEO and Dare to Lead facilitator Diane Lloyd on the importance of vulnerability and in bringing your full self to work.

Mistakes to Avoid When Selecting a CS Platform: Not Putting Customer Success into the Hands of Your Whole Team


Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

What Pain Points do Customers Experience with Live Chat?


Introduction. Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations.

Planning an Effective Channel Strategy Matters: Here’s Why –


Service design will be a key component in managing customer contact, making it vital for organizations to plan their channel strategy. ?? Getting channel strategy right can help organizations reduce operational costs and increase customer satisfaction.

5 Common Scheduling Pitfalls for Call Center Management


Staffing and scheduling in the call center is much easier said than done. Mostly because of the sheer volume of factors to consider.

The antidote to the burnout pandemic


Burnout has long been an issue that has plagued frontline healthcare workers. The COVID pandemic has increased burnout both in its intensity and scale with more physicians reporting feelings of burnout.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

How to Create Engaging Customer Service Videos for Your Business


Video is one of the most engaging, accessible, and eye-catching ways of promoting and successfully marketing a business nowadays. The rise in video use by so many brands has demonstrated the tremendous value that this type of marketing can bring to a company.

The Top 4 Credit Union Technology Trends to Watch


Credit unions may be a part of the banking industry, but they and their members are unique within this world. While banks are typically driven by the interests of its shareholders, credit unions’ not-for-profit status drives them to focus on delivering the very best service to its members.

Are the High Rates of Online Shopping Here to Stay?


When the COVID-19 pandemic took the world by surprise, many locales implemented stay-at-home recommendations that kept people from visiting brick-and-mortar stores. As a result, people turned to the internet to order everything from toilet paper to televisions.


5 Compelling Benefits of Call Center Services for Your Business

CSM Magazine

It’s no longer a secret that businesses that outsource various workflows tend to yield far more advantages than businesses that don’t. The option of outsourcing is a solution that maximizes operations flexibility within a company while also increasing target audience outreach.

How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

10 Types of Chatbots and How to Choose the Best One for Your Business


Most of us at this point in our lives have probably used chatbots. But have you ever wondered how they work? What types of chatbots are there? How do we interact with them? Before we [ … ].

Support Talks: Career Development and Diversity In Support


Support is often seen as an entry level role to technology. This notion sets up a unique ability to introduce eager and engaged people from a variety of backgrounds to frameworks that help build out their future career.

10 Back Office Tasks You Should Be Outsourcing Yesterday


Your business should run like a well-oiled machine. But just like a machine, its parts need to be in sync and well-connected. Outsourcing certain back-office functions can help do just that. BPO Back Office