Sat.Dec 04, 2021 - Fri.Dec 10, 2021

How Your Contact Center Agents Can Drive More Revenue

Contact Center Pipeline

I read recently that computer scientists in Dartmouth, N.H., defined artificial intelligence 66 years ago as “making a machine behave in ways that would be called intelligent if a human were so behaving.” I’m less surprised by the definition and more surprised at the time frame.

Guest Post: 4 Ways Media Companies Can Keep Subscribers Engaged

Shep Hyken

This week we feature an article by Alp Pekkocak who leads the industry and product marketing for Media & Entertainment at Salesforce. He shares how engaging content and personalized experiences can lead to longer-term subscriptions that have a huge impact on brands’ bottom lines.


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Tips for improving call center productivity


If your team is trying to take its call center productivity to the next level, read this blog for tips and techniques to help make agents more efficient and effective

Are You Winning on Purpose?—The Creator of the “Net Promoter” Tells Us How!

Beyond Philosophy

Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy.

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.

How Digital Disrupted Customer Service

Contact Center Pipeline

Adoption of digital channels, from email and chat to SMS and social media, has skyrocketed over the last year and a half: McKinsey estimates that their adoption fast-forwarded about five years in eight weeks alone in the early weeks of the pandemic.

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Best practices for B2B and enterprise sales reps


Whether your sales reps are doing cold outreach or play a role in the decision-making phases of the sales funnel, insights from B2B sales conversations can help improve your bottom line. Learn how

I am so Frustrated! Customers’ Comments Don’t Reflect the Score They Give Me. Why?

Beyond Philosophy

On the podcast, we do something called “I’m in a Pickle.” ” The pickle is a business problem our listeners have that we try to address with the behavioral sciences.

Strategies for Promoting Contact Center Value and Visibility

Contact Center Pipeline

Contact center leaders must take charge of the inevitable transition to positioning the center as an enterprise strategic asset rather than a factory-like, back-room operation.

Here’s a New Word: Skimpflation

Shep Hyken

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” .

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 8 Best Team Email Management Software for 2022

Help Scout

Team email management software minimizes the stress of organizing, processing, and prioritizing email, improving your team's productivity. Read the full article

Are You Winning on Purpose?—The Creator of the “Net Promoter” Tells Us How!

Beyond Philosophy

Fred Reichheld, inventor of the Net Promoter Score ® (NPS), sees customers recommendations as an act of love. Recommendations are a chance to provide an experience to someone they care about. Reichheld’s new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers , shows tracking the actual referrals is the next level, what Reichheld describes as the “gold” in the business—and the future of your customer strategy. Key Ideas to Improve your Customer Experience.

Unified Communications. Single-Sourced. Always On—Instant Communications.

Contact Center Pipeline

Unified Communications. Contact Center Solutions. Delivered in tandem from the cloud “as a Service”… will enable your company to use both capabilities across your organization as required, with the maximum amount of operational flexibility and security possible. Because your organization needs to.

Striking the Right Balance as a Customer Service Leader

Customer Service Life

As a customer service leader, there’s a certain balance I’ve struggled to find. Specifically, I’ve found myself feeling like I was failing my team on those busy days if I didn’t roll up my sleeves and help them get those calls answered or bust through that email queue.

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.

4 Guru Automations That Can Help You Efficiently Onboard Employees


Your new hire’s onboarding experience plays an outsized role in their satisfaction at work. onboarding


I am so Frustrated! Customers’ Comments Don’t Reflect the Score They Give Me. Why?

Beyond Philosophy

I love when listeners write in with their business problems. I don’t love that they have problems, but I love that they share them with us so we can all work through them together. In our latest submission for our “I’m in a Pickle” feature of the podcast, Janet explains that even though their customer comments are overwhelmingly positive, their Net Promoter Score ® (NPS) is not where they need it to be.

Customer Journey Survey Strategy


Any CSM who has spent more than a few days in the SaaS industry working directly with customer contacts understands the incredible importance and value of customer feedback.

Overcoming the Great Resignation with Lessons Learned from CX Best Practices

CSM Magazine

The Great Resignation is a topic receiving plenty of attention in 2021 and for good reason. According to one Gallup poll , nearly 50 percent of America’s working population was actively job searching or monitoring job opportunities this past summer.

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.

Here’s What’s New from November 2021| Kommunicate Product Updates


In the month of November, we have added some new features to your favorite customer support tool. WebApp Chat Transcripts Now you can send Chat transcripts to your users via your own email.

SOCAP Webinar | The Crucial Role of Technology in the Life of a Contact Center Manager


Optimizing the human element for a better Contact Center performance is and has always been a hot topic in the industry. However, real performance springs from harmonizing the human intervention with the right type of technology.

Conversation Analytics leader Tethr secures $15 million in funding [PR]


Tethr, the leading AI-powered conversation intelligence platform for listening enterprises, has announced a $15 million funding round led by IAG Capital Partners. AUSTIN, TEXAS (PRWEB) DECEMBER 07, 2021.

Key Insights to Guide your CS Strategy in 2022


What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment.

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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.

Seven CX Tips to Help Weather the 2021 Holiday Season ‘Everything Shortage’

CSM Magazine

Holiday season performance is ‘make it or break it’ for the entire year for most retailers, and Holiday 2021 is certainly no exception. Mike Myer, CEO and co-founder of Quiq looks at the challenges ahead.

5 2022 CX trends: Time for a CX revolution

NICE inContact

For years, we’ve been championing the idea that modernizing to an all-in-one cloud platform to power your contact center was an urgent “must-have.” The benefits of agility, flexibility, cost, reduction, and access to rapid innovations seemed obvious. CXone Customer Experience NICE CXone

The 4 Biggest Mistakes You’re Making in Your Call Center Reports 


Business reporting is important for any company in any industry — reports help identify issues, improve strategic goals, and promote business success! The same goes for call center reporting.

Bringing Digital Channels into the Contact Center and Beyond

Upstream Works

The contact center is currently being transformed in fundamental ways, driven mainly by the evolution of cloud-based technologies and the emergence of Artificial Intelligence (AI) -driven applications.

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!

The Holiday Balancing Act


Balancing the Biz. Balancing customer demands with employees’ needs can be challenging during the holiday season, and doing it right helps you separate your business from the competition.

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Workforce trends shaping 2022: How the Great Resignation informs agent experience today

NICE inContact

The events of the past couple of years took a strange, unexpected toll on the labor market. During the lockdown, unemployment was high, and workers clung to their jobs.

Evaluate Agent Performance like a Pro with this Contact Center Score Card 


Rockstar agents aren’t born great…they’re made.