Sat.May 09, 2020 - Fri.May 15, 2020

4 Tips on How to Enable a Work from Home Workforce


For many, the coronavirus pandemic came as a surprise. In the midst of stay-at-home mandates and the shutdown of non-essential businesses, many companies were faced with an additional challenge: the forced transition to remote work. In today’s dynamic environment, it’s clear to see that business continuity has never been more crucial.

Top Truths Every Contact Center Leader Needs To Know About AI

Call Center Coach

In recent years, there has been a rising tide of interest in the use of Artificial Intelligence (AI) in contact centers. With the massive investments that have poured into our industry in the past few years, it’s most important to discover the truth about AI, so you and so many other contact center leaders can prevent regrettable decisions. STOP : What are the truths of AI in contact centers?

Video Engagement Channel: For a True Omnichannel Experience


There has been a digital shift with consumers choosing alternative channels to connect with the brand or seek customer support. Customer engagement is no more confined to traditional channels like voice or emails, its time for omnichannel customer engagements. And today we are going to talk about one such channel – VIDEO!

We’ll Be Stronger When This Is Over


I see light at the end of the tunnel. While we’re not back to “business as usual,” we are starting to see business reopen and adapt to a new normal. I’ve made many observations over the past couple of months, some of which have found their way into my weekly posts. Here’s another one: With the right attitude, we’ll be stronger when this is over. As I’ve mentioned numerous times in the past, I’m an optimistic, glass-half-full, batteries-included kind of guy.

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!

22 Customer Service & Customer Experience Managers Share the Best Ways to Handle a Disgruntled Employee


When employees exhibit disgruntled behavior, it’s concerning for managers. Not only are managers concerned for their employee’s well-being and happiness, but disgruntled employees can contribute to a stressful working environment for the whole team. Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied.

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When Contact Changes: Five Tips for Transitioning to Remote Contact Centers

Contact Center Pipeline

Now more than ever, businesses are trying to deliver consistency in a world that is changing every day. We at Cresta have been in close contact with customers and prospects regarding their contact center operations, and we’re finding that many contact centers are closing their physical contact center operations and shifting to remote WFH contact […]. Remote Working call center contact center managing remote staff remote working work from home work-at-home

Guest Post: Can I Ever Trust You Again?


This week we feature an article by Jeremy Watkin, a Product Marketing Manager at 8×8. He shares his experiences with different companies that broke his trust as a customer, as well as ways for companies to repair customer trust. I’ve been thinking a lot about trust lately and its importance when it comes to relationships. Trust is foundational to relationships with people — and with companies. Without it, a relationship likely won’t survive.

The Best Call Center Software in 2020: Tips & Best Practices for Evaluating & Choosing the Best Call Center Software


Call centers around the world are faced with the ever-intensifying challenge of meeting consumers’ expectations. As calls flood the lines during peak periods, such centers need powerful tool sets to handle them all. Call center software offers a wide variety of optimizations for such organizations to choose from; however, paralysis by analysis can keep company leadership from giving the best options a green light. After all, not every tool is fit for a company’s needs.

Practical Advice on How to Influence People

Beyond Philosophy

General Show Notes: Practical Advice on How to Influence People: 6 Key Principles. Many years ago, Robert Cialdini introduced the principles of influence. Today they are crucial skills for salespeople worldwide. They are also foundational to your Customer Experience.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Results-Focused Leadership: The Catalyst for CX Transformation

Contact Center Pipeline

Customer experience (CX) has taken the world by storm. Not only have we witnessed the CX industry develop and grow, many private and public organizations are proactively hiring CX strategists to design and guide their customer-centric transformation initiatives. Other organizations are choosing to self-navigate a learning curve to explore how to make CX improvements. In […].

Amazing Business Radio: Jonathan Lerner


Proactive Customer Service in Times of Change. Building Resilience into Your Customer Service Strategy for Today… and Beyond. Shep Hyken interviews Jonathan Lerner. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. Top Takeaways: Optimism is a great trait in a leader—and a sense of humor doesn’t hurt, either!


Victor Midgley

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Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity?

Beyond Philosophy

Post Pandemic Silver Lining: Are You Grasping This Incredible opportunity? As everything starts to open, what is the silver lining of the pandemic? This is a unique opportunity to change customers’ habits and there has never been a better time to help customers form new habits.

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!

5 Great Reasons You Shouldn’t Be Scared to Write to Customers In Social Media

Contact Center Pipeline

For years, customer care organizations have been as scared of social media as water-phobic summer campers staring at the high dive. What if customers gang up on us? What if we get trolled? What if one of our agents gives the wrong answer and all 25,000 followers see it?” Well, all those things have indeed […]. Social Customer Care brand visibility call center channel management contact center customer champions social customer care social media writing skills

3 Reasons Why We Let Businesses Take Us For Granted

Steve DiGioia

I saw him, I did. He’s in that little hut with his face buried in his cell phone. He saw me drive up; I know he did – he looked right at me. I’m now waiting at the gas pump – it’s only 3 feet away from him. I know I need to have patience, but it’s been almost a minute and he hasn’t bothered to even look up from his “most important thing” You know what? I’ve had enough, I’m leaving.


Victor Midgley

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Not making your targets? Don’t despair!

Peter Lavers

Most companies are facing their biggest challenges of peacetime history as we navigate through the Coronavirus pandemic. Some won’t make it. Falling sales and profits? Many are keeping their heads above water, but their 2020 market and product development plans, sales targets, and profit forecasts haven’t just been shot through – they’ve been dive-bombed! This is a massive challenge for sales and account managers who are primarily “numbers driven”.

B2B 100

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

A Cloud-Based Dialer Checklist

Contact Center Pipeline

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for. Premise-based systems tend to be more antiquated and less flexible. Cloud-based systems open a whole new world of features. Make sure you know what to ask for when you are evaluating a […]. Technology call center dialer cloud-based systems contact center premise-based systems technology procurement

Engaging Employees at Any Distance

Taylor Reach Group

‘ By Peg Ayers. If you had a way to increase sales by 20%, be 21% more profitable and increase your customer satisfaction scores by 10%, would you do it? How about improving employee retention by 24-59%, lowering absenteeism by 41% and increasing productivity by 17%? According to the Gallup Organization, you could do all this and more by making your way to the top quartile of employee engagement. Clifton, Jim & Harter, Jim (2019) It’s the Manager , pp.

A Guide to Successful Field Service Outsourcing during a Crisis


Outsourcing is nothing new for field service organizations. For years, third parties have been used to increase service coverage, meet temporary spikes in demand or handle simple tasks more cheaply than full-time employees. The increasing demand for rapid, high-quality service coupled with an aging and shrinking pool of experienced technicians has further entrenched the practice of outsourcing in the field service industry.

Lessons from The Overlook: Play the Long Game

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here. My wife, Sally, and I bought The Overlook in October, 2016. It's lost money every year. Operating expenses have been high. Maintenance and utilities have gone up.

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

When you build your community, if you know where to focus your initial efforts, you'll be able to set yourself up for success and future growth. Setting your objectives correctly will allow yourself and others within your organization to leverage your community to meet your overall business objectives. In order to establish this type of robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them.

What is a Voice of the Customer Program and how do you start one?


Businesses use voice of the customer programs to gather essential input for setting design specifications for products or services. It can also act as a springboard for future innovations. The goal of VoC is to give businesses a detailed understanding of what the customers' needs and wants are. Feed generated with FetchRSS


The importance of staying connected with customers during a crisis

TELUS International

CX Best Practices

Beating Quarantine Fatigue: Seeking Balance in an Emergency


Like many other SaaS companies, Guru shifted to a fully remote workforce in March. It was an easy decision; we wanted to make sure our employees were able to stay healthy, comply with state and local public health directives, and take care of their families without worrying about job stability. We were proud when our CEO, Rick Nucci, signed Mark Benioff’s no layoffs pledge , and even more so to close our Series C round , and to be able to announce new features. company news

SaaS 69

The dos and don’ts of steering your team’s performance during uncertain times


This is a guest blog from Lindsey Plocek, Head of Marketing at Observe.AI. With a deep technology background and intimate understanding of the contact center space, our team at Observe.AI built a Voice AI platform that supports teams to be faster, more accurate and more human in every interaction. . Talking about performance It’s a blessing and a curse that the show must go on in contact centers right now.

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!

Leadership moves your call center should make now


Call centers should activate leadership activities that can become valuable strategies in the workplace. When done correctly, these activities can impact the attitudes of call center agents by making them feel supported and appreciated in the workplace. The responsibilities of a call center manager are complex and always evolving. When it comes to hiring, training and monitoring agents, there are many aspects at play.

25 Proven Call Center Best Practices to Wow Your Customers in 2020


Businesses depend on speaking with their customers now more than ever. It takes more than friendly customer service to deliver a remarkable customer experience. Companies use virtual call centers for much more than answering a high volume of calls. Organizations use call centers to delight customers and achieve revenue goals. It’s expensive to provide poor customer service […].

How to Keep Your Network Secure When Working from Home


By now, you are in the midst of working from home and trying to define what the “new normal” looks like for you and your family. Reflecting on what that has looked like for me over the course of the past month, I noticed some details that raised my level of concern. Cybersecurity Remote Working COVID-19