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.

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.

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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.

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.

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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.

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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.

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.

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.


Victor Midgley

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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.

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.

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.

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?

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Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

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?”

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.

Practical Advice For Influencing People: 6 Key Principles

Beyond Philosophy

Influence and persuasion are critical skills for salespeople. However, they are also crucial for fostering customer-driven growth in your organization.

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.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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.

Governance Structure: How to Take Your CX Team Cross-Functional


Establish these five committees to properly structure and govern a cross-functional CX program. Articles

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.

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How to Offer Personalized Customer Service Using a Help Desk Software

ProProfs Blog

There lies an evident gap between satisfied and delightful customers. That gap is called Personalization. So it is Sunday morning, you enter into a coffee shop and get greeted by your name. You sit at your favorite place with your coffee cup which spells your name- ‘Shar-late’.

The 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

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.


How to Create Your CX Program Charter


The CX charter is a concise document that defines roles, responsibilities, timelines, and outcomes for your cross-functional CX program. Articles


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. .

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%?

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.