Sat.Oct 16, 2021 - Fri.Oct 22, 2021

Old School Ideas Can Have Big Impact?

Shep Hyken

Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented.

Record it All: Unlocking the Value Within Voice Data

Contact Center Pipeline

There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support.

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Call center analytics software buying guide

Callminer

Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market

What do you do when a customer threatens self-harm?

Myra Golden Media

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.

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.

How to Train Your Call Center Agents to Exercise Empathy

Fonolo

Emotional intelligence has always been a hot topic in the customer service world.

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Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Some might say it is because of COVID, but I don’t think so. .

Omnichannel customer service: Tips for great experiences

Callminer

Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important and how you can master it.

How to Reduce Returns: 8 Tried & True Tactics

TechSee

Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020.

Looking Good: An Amateur’s Guide to Zoom Success

Contact Center Pipeline

I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video meetings in general. This is true even when using Teams, Skype, Webex, etc., and so it shall be here. We have all spent an enormous amount of time in Zoom meetings […].

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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.

Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you only talk to people who agree with you, how would you know when you are wrong? In this episode, I debate with Customer Experience critic Alex Mead , Chief Customer Service Experience Officer, about how we Customer Experience influencers are doing everything wrong.

27 Helpful Customer Support Tools and Resources

Help Scout

To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider. Read the full article

17 web design best practices: deliver amazing UX

JivoChat

Does your company have a website that helps you conquer more leads and customers? Does it represent your brand identity well? If you answered no to one of these questions, it’s time to evaluate how to apply web design best practices to improve your website performance.

Guest Post: 6 Best Business Management Tips While Investing in Customer Experience

Shep Hyken

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. He shares six ways companies and their brands can deliver an exceptional customer experience.

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 Optimize Your Survey with SMS & Video Feedback

PeopleMetrics

The world has changed, and the way people communicate has changed along with it. With texting & video chat being more popular than ever, it’s imperative that your customer feedback program keeps up to date on the way your customers want to speak with you. In this PeopleMetrics LIVE!

Visit Sea Sat, the Customer Service Restaurant

Help Scout

Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu? Read the full article

How We’re Improving Accessibility and Usability at Guru

Guru

Creating an accessible, equitable, and highly user-friendly application has always been a top priority for Guru. We believe that our tool has the power to give everyone access to the critical information they need to succeed in their jobs—inclusive of users of all cognitive and physical abilities.

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Customer satisfaction is the key to success and the contact center plays a vital role

NICE inContact

In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses.

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.

“Digital First” and Transforming the Contact Center Associate’s Role

The Northridge Group

One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives.

Customer Journey Optimization: 2021 Beginner’s Guide

Totango

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

15 Customer Communication Tools to Engage Your Audience

Help Scout

Learn about 15 types of customer communication tools you can use to engage your audience and make the most of your customer relationships. Read the full article

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Technology is only the first step. Here are 5 secrets to building a customer-centric organization

NICE inContact

Creating a customer-centric contact center can create some significant, disruptive changes for your employees. Leading them to the end state requires a thoughtful and organized approach.

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!

The Pros and Cons of Working in a Call Center Environment

Fonolo

No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on.

Celebrating 25 Years with $25,000 Donation Program

Working Solutions

As part of Working Solutions’ 25th anniversary celebration, the company wanted to give back to the communities and people that helped build and sustain it by creating the “Five for 25” recognition program.

Call Center Shrinkage : Strategies and Tools for Decision-makers

NobelBiz

Assume your contact centers employs 500 agents to answer incoming requests from your clients. Exactly how many of your company's 500 employees are working?

Tales From the Contact Center Crypt

LiveVox

The customer journey can be a frightful one, filled with a gauntlet of ghastly experiences. Neverending wait times. Phone tree trapdoors. Dead-eyed agents repeating the same questions. Oh, my! It’s downright chilling.

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.

The Power of Video within Support with Loom [Podcast]

Nicereply

When are “Ums” while recording a video ok, and when should it not be used? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Support communication has evolved.

How to evaluate call center agent performance: A short call isn’t everything

Tethr

Have you ever wondered what separates a great call center agent from a great one? Spoiler: It’s not what you might think.

Automation and Relationships: Choosing the Best KAM Software

Kapta

Your key account management teams need to be talking to client contacts, managing the customer experience, and growing their book of business.