Sat.Jul 18, 2020 - Fri.Jul 24, 2020

6 Things Contact Center Agents Are Too Afraid to Tell Their Managers


Lots of conversations happen daily at your contact center. But do you know what’s being left unsaid? An open, communicative work environment is the key to a healthy and vibrant work culture.

Differentiate Your Brand Through Proactive Customer Service

Contact Center Pipeline

Every person with purchasing power can be turned into a loyal customer, but it needs to start with the customer experience.

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5 Strategies for CX Excellence


After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Here they are!

4 Ways to Reduce Agent Turnover in Your Contact Centre

Call Design

One of the most significant challenges that contact centres face is an incredibly high rate of agent turnover, creating a cyclical problem where the Learning and Development team is continuously training new agents for them only to stay with the company for a couple of months. This can be expensive.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Would You Fight to Make Your Customers Happy?


These are the kind of people—and the kind of company—you want to do business with. First, a little background. I was having a conversation with a colleague and came up with the idea that you shouldn’t have to fight with a company to get your problem resolved or for them to make you happy.

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Guest Post: How to Attract New Business During COVID-19


This week we feature an article by Derek Goodman, entrepreneur and creator of Inbizability. He shares some tips on how to gain new customers during difficult economic situations, such as the COVID-19 pandemic. Just a few months ago, your business was as busy as ever.

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The Big Mistake People Make with AI

Beyond Philosophy

Artificial intelligence (AI) has been around for decades and mostly used in a science-fiction context. As a result, many people are either terrified of it or assume it is as inexplicable as magic.

Truth in Teamwork: How cross-functional collaboration drives remote resolutions


Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. Their agents and technicians are effectively siloed.

COVID-19 Impact: Recalibrating Human & AI Roles in the Contact Center, Part 1

Contact Center Pipeline

As the global economy gradually reopens under evolving guidance and safety protocols for companies, employees and customers, business leaders are contemplating a vastly altered vision of the future of work from just a few months ago.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

5 Top Customer Service Articles For the Week of July 20, 2020


Each week I read a number of 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. 5 Customer Experience Trends Thet COVID-19 Is Only Accelerating by Stephen Fioretti. SmarterCX) The current pandemic is a clear example of a disruption that, in many cases, is accelerating trends that were already happening.

The Big Mistake People Make With Artificial Intelligence

Beyond Philosophy

The Big Mistake People Make with AI. Business leaders of today have to understand the technology of tomorrow. Specifically, one would be wise to understand what AI is, how it works, and what problems it can solve for your business.

Customer Care Versus Gossip – Tip #8

Steve DiGioia

The other day I heard some people complaining about poor customer service. Each shared their complaints about a past shopping trip that irked them enough to commit the story to memory (those are the worst kinds).

Healthcare Contact Centers: Readiness ROI and What’s Next

Contact Center Pipeline

WFH… work from home. Everyone knows this acronym by now. Just about everywhere you look, people are “working from home.” Yet, this is not the way it was intended to happen!

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

What you need to know about internal customer service

Toister Performance Solutions

"I won't give you that report." The report tracked the percentage of successful credit card offers made by each sales rep in our contact center. The initiative was created by the marketing department, and a marketing manager controlled access to the report.

A celebratory toast to customer success, CX innovation and helping others


There’s an ancient proverb that reads, “If you want happiness for a lifetime, help someone else.” The world’s greatest thinkers, for centuries, have agreed that, at its core, happiness comes from helping other people, and we see evidence of this everywhere today, even in the smallest ways. .

Why you need to personalize the employee experience

TELUS International

Attracting, engaging and retaining top talent is a key priority for most brands. Discover how you can better personalize the employee experience. People and Culture

The critical importance of keeping patients front and center in the healthcare IT space


Healthcare systems need technology to help address burnout, capture appropriate reimbursement, and support telehealth efforts. Accordingly, developers large and small are clamoring to capture a share of a healthcare IT market expected to top $390 billion by 2024.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

How to Give Feedback to Remote Agents


Every agent on your team can use feedback to improve, increase efficiency, and learn how to move into specialized customer service roles.

Taking Your Customer Advisory Board Virtual

Satrix Solutions

Since our inception, we’ve worked with clients to design and execute their Customer Advisory Board (CAB) programs. As business travel has been curtailed due to COVID, several important questions have been raised about the best way to proceed with your CAB, or if you should pause the program entirely.

How to Succeed in Leadership, Marketing, Innovation and Insight


Although I love quotes, especially about how to succeed, I love success even more. Do you? One of my favourite quotes on the topic of success comes from Winston Churchill during his address to the Harrow School (UK) during WWII in 1941.

How R&I Federal Credit Union Beat Call-Spikes During COVID


Last week, our CEO, Shai Berger met with CUBroadcast and the Railroad & Industrial Federal Credit Union to talk about how they handled their COVID call volume surge. Watch the full video here. The Response to COVID Call-Spikes.

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Here’s Your U-12 Features Run Down


It’s the top of Q3 and that means we’ve been busy rolling out feature upgrades here at LiveVox. This month we’re proud to release fresh updates to Contact Manager, a beefed up ticketing system, and even a Knowledge Base in version 12 of the LiveVox Unified platform.

Powering coaching opportunities with the Agent Impact Score


When it comes to the contact center, agent performance is always top-of-mind.

Driving a Culture of Empathy and Knowledge in a Crisis


We’ve all acknowledged that we won’t be returning to “normal” in many aspects of our society, but we’re still figuring out what this adjusted normalcy of the future should look like.

How R&I Federal Credit Union Beat Call-Spikes During COVID


Last week, our CEO, Shai Berger met with CUBroadcast and the Railroad & Industrial Federal Credit Union to talk about how they handled their COVID call volume surge. Watch the full video here. The Response to COVID Call-Spikes.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

GPT-3: A Tidal Wave of Hype


What is GPT-3? GPT-3 is the latest AI language model developed by OpenAI which has 175 billion parameters, versus 1.5 billion for its predecessor GPT-2. First described in a research paper published in May, this language-generating software was released last week in a private beta.

The Best B2B Client Expansion Strategy


Client expansion is the bird-in-the-hand approach to B2B enterprise growth. Just as the proverb implies, there is a lot of potential in the assets you already influence.

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SMS Goes Mainstream in the Contact Center: A New Report


SMS Goes Mainstream in the Contact Center: A New Report As omnichannel evolves and changes the way contact centers support their customers, managers and decision-makers are increasingly challenged to one-up themselves and transform the service experience to meet always-changing preferences.