Sat.Nov 06, 2021 - Fri.Nov 12, 2021

Virtual Contact Center Jobs Provide Opportunities for Workers with Disabilities

Contact Center Pipeline

More than a year after COVID-19 was declared a global pandemic, the impact has greatly affected how all of us work and live. Due to the need for social distancing, many businesses closed—some for good. Other companies turned to remote-work models.

Cloud Based Solutions, the Contact Center and Future of AI


Ten years after we were told that Software is Eating the World, we’re now well aware that The Cloud is Eating the World. Hosted contact center software offerings continue to grow in number and sophistication, while legacy players rush to transform their products accordingly.

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And the winners are…congratulations to our LISTEN 2021 Award recipients!


We recently announced our LISTEN 2021 Award winners, including seven LISTEN 2021 Analyst Award winners, and Top Partner and Top Customer of the Year. Read the blog to learn about the recipients


The 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints

Beyond Philosophy

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. However, 18 months later, my patience has run out, and organizations should have sorted things out by now.

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.

Avid Readers Make Better Leaders

Contact Center Pipeline

I have grown up (personally and professionally) over the past 30-plus years working in the call/contact center business. I began in the early ’80s when my husband David and I owned an “interconnect” telephone company.

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A Fast Answer or the Right Answer

Shep Hyken

Recently I was talking to a customer support rep. She was amazing. She was personable, genuinely cared, and I felt that she understood my problem. That said, we were struggling to get the problem resolved. She said, “I know you want to get this resolved right away.

The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints

Beyond Philosophy

The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be.

How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless

Contact Center Pipeline

Today’s customers want to get in touch with businesses fast, and live chat is a strong tool for meeting that expectation.

The New Normal: Today’s Brand Must Elevate Customer Experience to Compete


The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers.

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.

5 Tips for Handling Holiday Customer Service

Call Experts

The holidays are a difficult time for businesses. The holidays can be an incredibly stressful time, both for customers and for customer service teams. With the crush of simultaneous orders and inquiries, it’s easy for mistakes to happen and for frustrations to build.

Top 4 Steps to Integrate Chatbots into Customer Service


Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the while keeping a high level of service quality.

Take off the blinders! Your customers have already engaged with your business before engaging your contact center

NICE inContact

I bought a new "assemble-it-yourself" desk and chair last month to better accommodate my work-from-home lifestyle. Customer Experience Contact Center Management Call Center Best Practices

How to Measure Customer Satisfaction

ProProfs Chat

Have you ever heard, “Customer Satisfaction isn’t necessary for a business success?”. Probably not! Because without satisfying the customer’s needs, you cannot offer them a delightful experience, which inevitably results in customer churn and poor revenue generation.

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.

How to Improve Security For Business Communications


In the digital age we now live in, security for your business is about far more than safes and locking office doors. Just like our data and personal information, threats and security risks have also moved online.

Facebook Messenger for Business 101


Share This Story You’re connecting with your customers via email. Your customer support team is available by phone. And now you’ve heard you need to be on Facebook Messenger for business—but you’re left wondering: What is it, and how does it work?

The New Normal: Today’s Brand Must Elevate Customer Experience to Compete


The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers.

Why You May Not Be Sending Out the Best Customer Service Emails

CSM Magazine

It’s easy to think that your customer service emails are already the best that they can be. However, it’s an almost sure bet that your organization is making some common mistakes that could potentially confound your clients.

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.

How to Improve Employee Retention in Your Contact Center


Agent retention has long been a challenge for contact centers. With annual turnover rates well above those in other industries, the issue is hard to ignore. In fact, a recent ICMI survey shows the average contact center’s agent turnover rate was 58% year over year.

Agent Engagement Will Be Critical for Contact Centers in 2022


Agent engagement has always been a critical ingredient for customer satisfaction. Without it, efficiency, productivity, and customer satisfaction are almost guaranteed to fall. Contact centers have been learning this the hard way over the last decade.

CSM Compensation Plans: Factors that Matter


There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect CS compensation structures.

Guest Post: Exceptional Customer Service Doesn’t Start Where You Think

Shep Hyken

Christan Hiscock is the CEO and co-founder of Kardia Financial Group , an organization that believes that the financial services industry should not be solely focused on dollars, but on helping people truly get to the heart of their financial goals.

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!

Your Guide to Account Management Software in 2022


Growing a strong account management team requires more than just good salespeople. It also requires solid account management software to support your team.

Contact Center Trends: Industry Predictions for 2022


Contact centers have faced some serious ups and downs in the past few years. Just a year ago, we made some bold predictions around the direction this industry would take – and now, the results are in!

5 Customer Experience Concepts your Agents Need to Know (and How to Teach Them)


The common mantra that ‘ Customer Experience is not a department, it is an attitude ‘ only succeeds when agents are set up successfully to provide the experience you desire. Soft skills are an essential part of this success and yet, are incredibly hard to teach.

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Sustainability: Growing Expectations for CX Industry Leaders


Watch this PACE Insights videocast and learn how to bring the value of sustainability across your company—and to your customers. The post Sustainability: Growing Expectations for CX Industry Leaders appeared first on Concentrix. Resources Webinars Webinar


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.

5 Top Customer Service Articles of the Week 11-8-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

6 Tips to Improve Customer Onboarding


6 Tips to Improve Customer Onboarding. The proper upkeep and continual improvement of a customer onboarding process are essential to maintain its value over time.

ConvergeOne Receives Cisco Global Award for Customer Experience Partner of the Year