Sat.Nov 20, 2021 - Fri.Nov 26, 2021

4 Easy Ways to Make Call Center Training More Fun

Fonolo

When you think of the phrase “call center training”, does the word fun come to mind? If it doesn’t, you’re probably not alone. After all, workplace training has a reputation for being dull with endless PowerPoint presentations and the occasional role-playing exercise.

3 surprising ways AI is improving the customer experience landscape

Tethr

As the horizon of customer experience (CX) moves farther into the distance, all of us CX practitioners are always chasing the latest and greatest ways to get a competitive edge in the industry.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Our Competition is Beating Us, Despite the Fact We Are Better Than Them. Why?

Beyond Philosophy

One of our listeners, Jeanne-Claude, has a problem. He sells a complex product and despite the fact that they have the best one in the industry, the competition is outselling them. I can relate. I sold a complicated product when I was in corporate life, and it was always a highly competitive field.

Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

Wishing All of Our Readers a Safe and Happy Thanksgiving!

Contact Center Pipeline

Today is Thanksgiving Day in the United States. We would like to take this opportunity to express our sincerest gratitude to all of our readers for your time and support of our articles and blog posts throughout the years. Thank you—and have a safe and Happy Thanksgiving!

More Trending

Our Competition is Beating Us Despite the Fact We Are Better Than Them

Beyond Philosophy

One of our podcast listeners, Jeanne-Claude, wrote about a problem he was having for a recent episode. I am writing about it here today because it is likely a problem some of you share.

CRM 195

Experiences We Are Grateful For

CX Accelerator

As I like to say, "life is made up of experiences." And we get to design them! What awesome and important work this is. We asked our CX Accelerator leaders to let us know an experience they were thankful for this year. One thing is clear from the responses.we love building strong relationships!

Low-Code/No-Code AI-Enabled Chatbots

Contact Center Pipeline

When the world went rapidly digital, customer engagement solutions such as intelligent virtual assistants (IVAs) became invaluable pandemic frontline first responders in the customer service realm.

3 MISTAKES LEADERS MAKE THAT SABOTAGE EMPLOYEE ENGAGEMENT

Virtual Live Labs

In the virtual/work-at-home environment, leaders understand that employee engagement drives productivity and performance. Successful employee engagement is not a linear process, but a continuous cycle.

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

The True Remote IT Support Cost & How to Optimize this Necessary Expense

TechSee

The pandemic has ushered in a new age of the remote workforce. Far from being a temporary phase, Stanford University research estimates that at least 42% of the employee population in the US now works from home full-time.

Delivering Excellent B2C Customer Service: 7 Best Practices

Help Scout

B2C customer service differs greatly from its B2B counterpart, and many strategies need to shift to do it well. Follow these 7 tips to excel. Read the full article

B2C 94

Toward a Customer Experience Hub

Contact Center Pipeline

Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow.

Amazing Business Radio: Kiel Harkness

Shep Hyken

What the Holidays Mean for SMB’s. The Opportunities and Challenges Small and Medium-Sized Businesses (SMB’s)Will Face This Holiday Season. Shep Hyken interviews Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

PACE: Community Insights – How to Build a Seamless Customer Experience Using Omnichannel

NobelBiz

Today’s customers are digital-first and that’s non-negotiable. They want to be informed, they enjoy knowing the news first and they value being there when major events happen. They expect brands to speak their language and use their communication channels.

How Live Chat Improves the Digital Customer Experience

Comm100

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this. Although this level of uncertainty is worrisome, the first step towards improving customer experience (CX) is far simpler than many realize.

CRM 83

How Does Virtual Receptionist Pricing Work?

Abby Connect

Have you been considering the assistance of a live virtual receptionist service? If so, you may be wondering whether it’s in your budget.

Why Vendors Should Put Security Postures Front and Center

ClientSuccess

As we head into 2022, the need for open-source data sharing is even more critical. There are thousands of SaaS-based businesses out there already, and more are being thought into existence every day.

SaaS 82

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

When Should You Upgrade CS Software?

Totango

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. How do you tell when it’s time to ditch your current system and invest in a CS upgrade?

These IVR Best Practices Will Take Your Call Center to the Next Level 

Fonolo

Contact centers face constant shifts like any industry, with contact center trends reporting more remote call centers and a heightened need for customer intelligence and improved work environments. A robust call center IVR system and strategy can support all the above trends.

To Evolve CX, Evolve Your AX

Upstream Works

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service.

With my heartfelt gratitude this Thanksgiving

Bill Quiseng

Some of you may know that I suffered a stroke in April. Ever since then, I have been sidelined with extensive recuperation and excruciating rehabilitation. In the United States this week we celebrate Thanksgiving.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Evaluating AI-driven analytics for radiology: Understanding the lingo and the landscape

Nuance

Having the right data at the right time has always been the key to better clinical and business outcomes. And today, AI-powered analytics solutions are helping providers across the care continuum collect, analyze, and act on data with unprecedented focus.

Concentrix Announces Acquisition of PK, a Leading Global CX Design Engineering Company

Concentrix

This acquisition marks an evolutionary milestone for Concentrix, supporting the growth strategy of investing in digital transformation to deliver exceptional customer experiences.

Setting the Foundation for Your Customer Strategy with a SWOT Analysis

Kapta

Creating a long-term plan for every client in your company's book of business isn't just a valuable habit for growing revenue and building a stronger relationship.

Sales 72

QUI QUOTE: It’s not the one BIG WOW to one customer that builds loyalty. It’s the one small wow delivered consistently to every customer.

Bill Quiseng

Customer Service

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!

RSNA 2021: Reconnecting, redefining, and recognizing the challenges and opportunities ahead

Nuance

Every year, the RSNA annual meeting provides exceptional opportunities to learn about emerging technologies, renew and expand our professional networks, and be challenged and inspired by the talented members of the radiology community.

Connection is Key

VirtualPBX

Holiday Communications Survival Mode. Small businesses must prepare for the increased volume the holidays bring by maximizing internal and external communication needs in today’s challenging business environment.

APIs 70

20 Ways That Online Businesses Can Thank Their Customers

Nicereply

Remember, most businesses don’t bother to show customers appreciation, so even choosing the easiest of these methods is likely to make you a cut above the rest. So many businesses neglect their customers after the sale.