Sat.Sep 18, 2021 - Fri.Sep 24, 2021

How to Prevent Miscommunication?


Learn tips and tricks for building a conversation that had a bad start


Becoming an Emotionally Intelligent Leader, Part 2

Contact Center Pipeline

As we all reflect on the changes, stresses and effects on mental health, corporate culture and employee engagement, we realize that the future of the workplace will require a focus and commitment to the mental health of our team members while creating a culture supported by emotionally intelligent leaders. In Part 1 of this series, […].


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25 tips to increase customer satisfaction


Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction


The Recruitment Tsunami


By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market.

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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!

I’ll Be Back! The Phrase We All Want Our Customers To Say

Beyond Philosophy

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question.

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Three ways Workforce Management (WFM) can reduce


Agent attrition is one of the greatest challenges contact centres face today

Understanding the omnichannel customer journey


Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more

I’ll Be Back! The Phrase We All Want Our Customers To Say…

Beyond Philosophy

Sometimes customers don’t come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers’ business. So how do you get them to say, “I’ll be back?”

Becoming an Emotionally Intelligent Contact Center Leader

Contact Center Pipeline

We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for some the silver lining was that they were able, or maybe forced, to get to know themselves at a deeper […].

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!

Guest Post: How SaaS Companies Can Use Customer Experience to Drive Sales

Shep Hyken

This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. She writes about how companies can keep their customers happy while looking for opportunities to sell more.

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The Supportive: A Series for Service Professionals

Help Scout

This post is part of The Supportive , Mathew Patterson’s column for customer service professionals. Your work matters. You matter. Delivering high-quality online customer service day after day is skilled, challenging work.

“Customer First” Omni-Channel Digital Experiences

The Northridge Group

Businesses today are undergoing a paradigm shift as the customer journey moves to a “ digital first ” pathway. Yet the “digital first” evolution is only part of the story.

Choosing the right customer service channels


There are many channels you can use to serve and support your customers. So which channels are right for you

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.

5 Reasons to Invest in a Virtual Hold Solution


Customers nowadays fear the dreaded hold mantra of “Thank you for holding, your call is important to us, please continue to hold…”. Virtual hold technology has resolved this dreaded game of cat and mouse.

Customer Success Specialist Job Description: Template & Examples

Help Scout

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then.

How to Calculate Call Center Shrinkage (and 6 Ways to Manage it!)


What do your call center agents do while at work? Yes, they answer customer calls. But there’s more to the job than that. They also: Take part in meetings Complete training Mentor and coach new employees Go on breaks. All these activities are necessary.

Call Centre Forecasting: Explained | How To Predict Staff Needs

Tom Paton


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.

10 Awesome Customer Support Tips and Examples

CSM Magazine

Sam Walton, the founder of Walmart famously said – “The goal as a company is to have customer service that is not just the best, but legendary” In today’s competitive business world, it’s not just sunshine and rainbows.

Personalized Customer Experience: How Can Your Contact Center be Effective?


Building relationships between businesses and customers is always crucial. That is s why many contact centers have turned to personalizing the customer experience as a way to increase customer loyalty. After all, customers appreciate the fact that companies recognize them as individuals.

Customer Success Data & Analytics: Lessons Learned from Tennis

Education Services Group

In between sets of a professional singles tennis match, a court maintenance crew comes out to tend to the needs of the court. Among the checklist of validations performed is measuring the height of the net in select and vulnerable locations.

Hybrid Work is Just Work: Going Digital By Default


The internet, the shifting labor market, and, hopefully, common sense will tell you that for knowledge workers, hybrid work isn’t just a trend (it’s merely writing blogs about hybrid work that’s trendy). thought leadership

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!

6 Steps to Rock Your Customer Success Software Implementation


6 Steps to Rock Your Customer Success Software Implementation. At some point or another, we’ve all learned the hard lesson that rework is costly – whether it’s at the expense of your time, money, or sanity.

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Digital Transformation in Customer Service – The Building Blocks for Successful Digital Transition (Part 2 of 4)


As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation.

Built-in Machine Learning Algorithms in Amazon Sagemaker: How Do We Get There?


When you hear the term “machine learning,” do you think to yourself, “How does machine learning really work?” Well, machine learning uses historical data, and what I mean by this is past data.


Customer Onboarding Specialist Job Description: Templates and Examples

Help Scout

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management.

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!

Five Overlooked Moments that may be Wrecking Your Customer Journey

Experience Investigators

This article is sponsored by PayPal. ne·glect /n???lekt/. lekt/. verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages. Neglect can feel like a harsh word.

The Culture Challenge

Shep Hyken

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

5 Reasons Why You Should White Label Live Chat


Live chat is helping companies in the customer engagement field improve their customer service, but what about white labeling it? Statistics show that approximately 75% of people prefer live chat to other communication channels –making it one of the best communication platforms available.

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