Sat.Sep 11, 2021 - Fri.Sep 17, 2021

The Secret to Unlocking Service Excellence Is Data

Contact Center Pipeline

We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience.

Would Customers Pay to Do Business with You?

Shep Hyken

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services?

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Nine call center initiatives to consider

Callminer

Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more

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How to Celebrate Customer Service Week (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!

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!

Future-IZE your KPIs… and Your Frontline Experience!

Contact Center Pipeline

Frontline focused! To make it in the future, contact center leadership needs to get down to the business of being “frontline-focused.”

More Trending

101 customer service stats you need to know

Callminer

Customer expectations are always evolving. It’s up to businesses and brands to understand those expectations and deliver exceptional customer service

How to Enforce a Mask Mandate In Your Theater, Museum, Library or Store

Myra Golden Media

We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. A workshop I’m facilitating in Tulsa in a few weeks is now online.

Demystifying AI in the Contact Center

Contact Center Pipeline

Pop culture has, for better or worse, played an outsized role in how modern professionals understand artificial intelligence (AI). For those of us who grew up on “Star Wars,” the ever-present and droids C-3PO and R2D2 painted a picture of quasi-living computers as companions.

How Tone of Voice Affects Customer Service

Fonolo

As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

The Ultimate Guide to Small Business Customer Service

Help Scout

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts.

Amazing Business Radio: John Jantsch

Shep Hyken

The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers.

Workforce Management Software Improves Employee Engagement

DMG Consulting

Workforce Management Software Improves Employee Engagement. Jul 12, 2021 Donna Fluss. Read this article on the publisher’s website. Changing employee expectations is one of the hottest workplace topics and touches on many aspects of the employee/employer relationship.

3 Key Strategies For Call Center Customer Service

Fonolo

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

How To Move Your Support Team From Cherry Picking To Queue Crushing

Nicereply

If left unchecked, cherry picking can lead to poorly trained agents, frustrated customers, and burnt out senior team members. As humans, we like to avoid pain. This is a survival mechanism that has kept us alive for many years.

Differences Between Key Account Management & Customer Success

Kapta

The terms key account management and customer success are often used interchangeably within organizations. However, while the two strategies share a few common goals, they are completely different in their implementation. Customer Success Key Account Management

Remote Work: The Art of Keeping your Agents Engaged and Performing

NobelBiz

With the advent of cloud-based solutions, companies and contact centers have been able to swiftly restart their operational flow in the context of remote work.

13 Call Center Training Tips For Upskilling Agents (+ Case Studies)

Babelforce

Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Improve Customer Experience using Natural Language Processing with Summatti [Podcast]

Nicereply

Using Natural Language Processing, Sid believes that you can activate that idle data and generate improvements across your organization. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Support Data is a very underutilized resource.

Guest post: 5 myths of Digital Customer Success

inSided

This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Let's hear it!

New Research Now Available on Improving the Hybrid Work Experience

Guru

What have we lost in replacing the office-first approach with a remote-first one? Two years ago, we might have assumed that a fully remote or even heavily remote hybrid work environment would be a productivity and company culture death knell.

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Guest Post: 5 Tips to Enhance the Customer Experience

Shep Hyken

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Learn What Influences Customer Satisfaction in Order to Increase Retention

Totango

Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors which shape clients’ experience of your brand.

3 Keys to Q4 Contact Center Success in 2021

Outsource Consultants

There are two types of business leaders as Q4 approaches — those that are sweating the possibility of high volume activity in Q4 and those looking forward to it. But why would anyone worry about potentially high sales volume?

Bringing intelligence —and investment protection – to the CCaaS revolution

Nuance

Over the last few years, we’ve witnessed the accelerating transformation of the contact center with brands using digital and voice-powered technology to bring their customer engagement visions to life. That includes the shift of contact centers to the cloud.

Small Business Customer Service Outsourcing: 4 Pitfalls to Avoid

Help Scout

These days it’s easier than ever to outsource customer support, even for small teams that prioritize customer experience and quality. A new crop of companies that specialize in brand-forward customer experience outsourcing for small teams has emerged in the past five years.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

Should You Use a Freemium SaaS Model to Sell Your App?

Totango

The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are.

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Choosing a Business Process Outsourcing Partner

Helpware

Choosing the right business process outsourcing partner is key to taking your business to the next level. The best partners share common characteristics

Tips for Keeping Your Hybrid Workforce Secure

ConvergeOne

Earlier this year, ConvergeOne’s Gabrielle Lukianchuk (Vice President, Marketing) and Tim Femister (Vice President, Digital Infrastructure) were featured on Designing Spaces airing on Lifetime TV.