Sat.Nov 05, 2022 - Fri.Nov 11, 2022

10 Common Customer Complaints in Call Centers and How to Resolve Them


Whatever industry you may be in, it’s important that your customer experience and communication services are always on point. That means offering a stellar call center—but even the best can run into issues. Do you want to learn how to tackle common call center challenges? Read on!

Six Ways To Stimulate Workforce Connectedness And Electrify Employee And Customer Experience


Our well-being depends on the quality of our connections with others. According to Yale University lecturer Emma Seppälä, "people who feel more connected to others have lower rates of anxiety and depression.

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Call Center Metrics & KPIs to Measure Agent Performance


Monitoring agent performance is fundamental for keeping your call center running at optimal levels. . There are many metrics and KPIs (Key Performance Indicators) that give you insights into agent productivity, customer satisfaction, and employee satisfaction.

Improving customer engagement in a challenging economic climate


Frank Sherlock, CallMiner's VP of International, will be at Credit Connect’s Technology Think Tank on Nov. 17, 2022 for a session on how economic change has impacted customer engagement

The State of Customer Experience 2023 Research Report

The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone! Download the new report for more CX insights.

Sales Chatbots: How to Grow 10x Revenue Using Chatbots


Last Updated on November 9, 2022 The revolutionary chatting bots can actually boost your sales and revenue – and we call it Sales Chatbot! Yes, we are sure about it, and so should you.

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5 Clever Ways To Become The Next Superstar Employee

Steve DiGioia

Wrestlers talk about, “knowing their place on the card.” This means that since they’re not the “headliner” or in the main event, they understand that they are a supporting act for the overall benefit of the show. They still have a job to do and must perform well.

How Are Customer Service and Public Relations Integrated?


Your customer relations department and public relations teams are entirely different operations. However, they intersect in crucial ways. In order to succeed in your public relations goals, your business needs to be on top of its customer service and satisfaction game.

3 Customer Success Operations Considerations


For many in the SaaS world, operations roles are not a new concept. High-performance sales and marketing teams have relied on operations resources for years to streamline operations, optimize workflows, and ensure efficient processes.

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Benefits of a 24/7 Answering Service

A Better Answer

To keep your business up and running — and to keep your customers satisfied — you must maintain constant communication channels between you and those customers. There’s just one problem. Customer calls don’t always come in during normal work hours. Answering Service

Create Engaging Scenario-Based Training on ANY Budget

Speaker: Tim Buteyn - President of ThinkingKap Learning Solutions, Inc.

In this webinar, Tim Buteyn of ThinkingKap Learning Solutions will explore how to optimize learner engagement with scenario-based training. You'll learn what makes up scenarios, how they benefit the learner, and why this is important to your organization. You'll also dive into real-world examples across a wide range of budgets and look at how typical training content can be completely transformed.

Building a Great CX Team

CX Accelerator

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary.

My Call Control Tactics Are Too Good Not to Share!

Myra Golden Media

Some things are just too good to be kept to yourself. That’s how I feel about my new webinar, 9 Tips to Politely Control Difficult Customer Calls. Between my “ask three closed-ended question tactic” and the “Topic Grab” approach, it’s meant to be shared!

Learn how to make influence your new super power today!

Beyond Philosophy

What if we told you that we know how you could develop a superpower? You can. We know you can because the method for it it was developed by a Yale’s assistant professor of marketing that was once a door-to-door salesperson and someone who has performed open-heart surgery on a pig.

Walking the Walk: TD Bank’s New Financial Wellbeing Program

Contact Center Pipeline

One of the key missions of banks is to help their customers understand their finances, and the choices and the products and services available, in order to help them make the best decisions.

CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

SaaS Knowledge Base: The Actual Meaning and Best Examples


What would you rather do if you faced a product/service issue and your Internet provider, a movie streaming service, or *insert your option* had no communication channel? Or the ones that they provide, like, a [ … ].

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10 Effective Strategies to Reduce Call Center Demand


High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries.

What Are The Most Important Areas of Focus For Business Growth

A Better Answer

In order to thrive and not just survive in the modern market, businesses must grow. More specifically, they must increase how much money they make, their customer bases, and their market dominance across as many vectors as possible. Better Business

An Executive Interview with Kustomer.

Contact Center Pipeline

If you are managing a contact center, your goal everyday is to enrich your customer’s experiences. That is exactly the foundation to which Kustomer built their business.

Drips, Bots, and Blogs: A Non-Traditional Approach to Learning Reinforcement

Speaker: Shannon Tipton, Chief Learning Officer, Learning Rebels LLC

Today's work culture requires giving people the ability to control when and where they participate in their professional development. Learn how you can provide valuable, self-directed bites of learning content (and strategies to make that content stick) in this webinar!

Buyer beware: Five tough questions to ask your imaging AI vendor


Many imaging AI vendors claim to provide solutions that offer simple, seamless integration with other systems, and lightning-fast implementation times of just a few days—or even a few hours.

The Transformational Power of Quality Monitoring

The Northridge Group

How a robust QM program can remake the CX. This article was originally published on Contact Center Pipeline and can be viewed here. As customer expectations and channels for outreach continue to evolve, the contact center is becoming more and more complex and critical.

VirtualText App Wins 2022 Excellence Award


Today, we are excited to announce that we have been awarded the 2022 TMCnet Teleworking Solutions Excellence Award for our VirtualText App.

Back to School…

Contact Center Pipeline

Time flies! Here we are at Back to School time … prepping back packs, planning schedules, assigning duties, and gathering tools needed for success. Back to School is a good time to reflect on your own knowledge of Contact Center management. Are there things you need to know, know better, or revisit?

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Mary Kane & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

Big on impact; short on investment: Key trends from the 2022 Customer Success Leadership Study


Customer Success is gaining ground, influence, and budget within organizations. Nearly two-thirds of CS teams added new members this year. However, CS departments remain underfunded, especially when it comes to their tech stack.

Create Your Vacation Coverage Plan for the Holidays


We’re quickly approaching the holiday season! Aside from spending time thinking about get-togethers and gifts, there are plenty of people who are prepping to step away from work to celebrate. internal comms


10 Ways to Improve Digital Patient Experience


When you think of excellent customer service, you probably recall the overly polite support specialist or the way your server seemed to magically reappear before your glass ever ran dry.

Customer Satisfaction vs Customer Experience vs Customer Service


We always say that the central part of the business is the customers themselves. There is no need to repeat old statements, such as “customer retention is a few times cheaper than customer acquisition” or “loyal and satisfied customers will come back and give you more money”. A customer’s evaluation of your products and services is the fundamental factor determining his willingness to make additional purchases or become a brand advocate.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

5 Outbound Calling Center Solutions to Save You Time and Money

Quality Contact Solutions

The right outbound calling center allows an organization to accomplish more with marketing and sales. It also helps improve productivity, revenue, and the value of time and money spent on processes like lead generation and prospecting.

6 Steps to Empowering Agents with Workforce Engagement Management [Part 4]


Part 1. Part 2 and Part 3 of this blog series detail the first four steps to effective Workforce Engagement Management. Customer Experience

Next Stop - San Jose and Zoomtopia

Jon Arnold

My analyst travel-palooza continues, with my fourth trip to the Bay area of California in less than a month. Never crossed the country this many times in so short a period as now, but that’s how the fall travel season is rolling in 2022 for analyst events.