Sat.Sep 25, 2021 - Fri.Oct 01, 2021

The Complete Guide to Call Center Management


Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves.

AI-Enabled Agent Assessment: Now It’s a Reality

Contact Center Pipeline

Contact center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business.


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Customer lifetime value

NICE inContact

Our experts help you understand customer lifetime value and how to increase that value with NICE CXone for call centers. Customer Experience NICE CXone Contact Center Management

Actually Useful Telephone Advice

Myra Golden Media

Several people have written in looking for help to improve the friendliness factor in phone calls. They reach out to me because they’ve gotten feedback or a warning from a supervisor that if they don’t turn things around, their jobs could be in jeopardy.

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!

Will Offering Free Products Increase My Sales?

Beyond Philosophy

One of our podcast listeners wrote to us with a problem. I am sharing it today because this problem seems like some of you could also share it. Our listener wants help convincing his team that using a free trial will help sales. We think that it might, and here’s why. .

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Growing The Customer Success Category: Totango’s $100M Funding


Today, I’m very excited to announce that we raised $100M in a Series D funding led by Great Hill Partners with participation from our long-time investors: Pitango, Canvas, and BGV. Our “overnight success” took a decade.

Guest Post: Customer Service Automation: A Quick Beginner’s Guide

Shep Hyken

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. He writes about what automated customer service can do for your business.

Guru: The Ultimate Sales Partner (As Told By Chili Piper)


As an SDR, one of the main places we go to begin research on a person we’d like to reach out to is LinkedIn.

Sales 101

13 Years, 103 Issues Later

Contact Center Pipeline

In appreciation… A dream doesn’t just happen. It takes determination, hard work and a “stick with it” mentality. This describes our long-time editor, Susan Hash. Susan and I began working together in 2000. By 2008, I was “retired,” cruising up-and-down the east coast.


The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

I’m in a Pickle: Will Offering Free Products Increase My Sales?

Beyond Philosophy

We all love to keep what is ours. As soon as we have possession of something, it becomes part of our “endowment,” a fancy word for “our stuff.” ” Psychologists call this the Endowment Effect, and it explains how we value things that we have, even if we got them for free. However, we also hate losing our stuff, even more that we enjoy getting new stuff.

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Best in Class Versus Best in Industry

Shep Hyken

Here is an interesting idea. Most businesses are competitive. They want to be better than their competition. Sometimes they try to out-service their competition. Sometimes they lower their prices to beat their competition. The point is that they are only looking at the competition.

How to Scale Customer Support Without Compromising Service

Help Scout

It’s possible to deliver higher volumes of customer service at a consistently high level of quality — here's how. Read the full article

Automation-First + Human Agents = Successful CX

Lynn Charafeddine

There's often a misconception that CX automation replaces Human jobs


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.

The Key Account Strategy Template for B2B Businesses


Creating an ironclad plan for key account management that guides individual account growth and gives you organization-wide insight isn't easy.

Amazing Business Radio: Paul Reilly

Shep Hyken

Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times.

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Help Scout’s Step-By-Step Remote Hiring Process

Help Scout

While the opportunity to hire the best people anywhere in the world is incredible, hiring for a remote team does have its unique challenges.

Behind the scenes: Customer marketing helps our customers shine within their contact center

NICE inContact

A contact center is no longer a place to just handle calls. Today, there is click-to-chat, email, text, callbacks, and all the digital channels customers use. The importance of customer experience and loyalty has become more important than ever, and technology is improving and changing rapidly.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Deepfake: The New Fraud Tool on the Block?


Deepfakes are generative media in which a person in an existing image or video is replaced with someone else’s likeness. Deepfakes leverage powerful techniques from machine learning and artificial intelligence to manipulate or generate visual and audio content with a high potential to deceive.

The Power of Local Caller ID Solutions for Contact Centers


Many elements contribute to the establishment of trust between your contact center and a client, including phone reception, treatment efficiency, speed, and correctness of replies. However, the fact that the number is familiar and immediately identifiable contributes significantly to that confidence.

What is the difference between quality control and quality assurance?


Quality is king. A high-quality product, service, or experience is the fundamental foundation of a low-effort experience for a customer—and the goal of customer experience leaders everywhere.

Digital Transformation in Customer Service: 5 Inspirational Success Stories (Part 3 of 4)


Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

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!

Checklist: How to Craft the Perfect Customer Service Email


You have to have high standards when it comes to customer service because 30% of customers will walk away after just one bad experience. This means you can’t afford for a single area of your customer communications to go overlooked when all it takes is just lackluster email.

Everything You Need to Know About Adherence Reporting in the Call Center


Efficiency is important to every business, but in a call center, it directly impacts your success. While efficiency can be difficult to quantify, adherence reporting can help you gain insights on the effectiveness of your team’s daily activities.

NLP Chatbot – All You Need to Know in 2021


Intro This is the era of the consumer. Everything a brand does or plans to do depends on what consumers wish to buy or see. Customization and personalized experiences are at their peak, and brands are competing with each other for consumer attention.

5 Best Customer Service Tools (2021 Review)


Whether it’s a help desk to process tickets or software to collect feedback easily, there’s a software solution that will make your job easier and more efficient. For many people, customer service is a key factor when deciding whether or not to do business with a company.

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!

10 Advantages of Cloud Recording


You have two primary options for recording your customer conversations today - premise and cloud. Premise recording stores your recordings in-house on physical servers at your locations. Cloud recording stores your calls on the web on secure servers hosted by cloud providers.

What is a Good NPS Score?


A Net Promoter Score (NPS) ® is a value your company can use to measure customer satisfaction. It’s popular because it’s simple to calculate, easy to understand, and paints a clear picture of how your company is doing with its customers. The NPS value, however, doesn’t mean much on its own.

The Book That Changed My Customer Service Career

Help Scout

This post is part of The Supportive, Mathew Patterson’s column for customer service professionals. Learn what The Supportive is , or browse through all of the posts from this series.