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

One Simple Idea That Can Help You Retain Your Best Employees

Shep Hyken

We had some great feedback on The Three N’s of Employee Fulfillment article and video. Plenty of great comments. Here’s a very short refresher in case you missed it. Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known.

The 3 MOST essential call center quality assurance strategies for 2022


The new year is closing on us quickly! If you’re looking to breathe new life into your call center quality assurance processes in 2022, look no further.


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Tips for improving customer satisfaction (CSAT)


Read this blog for tips on how you can overcome many of the challenges that surround CSAT and improve your organization's ability to please its customers in the process


Reflections of a Contact Center Leader

Contact Center Pipeline

Recently retired (OK, mostly retired), I felt the desire to reflect on a wonderful and challenging 40-plus-year contact center career. Numerous technological changes have taken place in the industry during that time.

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.

New Customer Acquisition Strategies: Techniques & Process


Because of the events of 2020, many companies have been forced to reassess their customer acquisition methods to stay afloat and win customers’ hearts. Customer priorities have changed, challenging businesses to rethink acquisition tactics and retention strategies.

More Trending

What is sales conversation analytics?


This blog explores how sales conversation analytics can help you shorten sales cycles, train top-performing sales reps, and increase win rates

Communication Styles to Build Deeper Rapport

Contact Center Pipeline

In today’s call centers, employers aren’t just looking for professional expertise or experience in team leaders.

6 Essential Messages for Customer Success Manager Automation


Building out customer success manager automation depends on the effective use of email and in-app messaging. Planning strategic emails at key milestones in your customer journey can help you deliver a smoother customer experience, yielding higher satisfaction and better retention rates.

Guest Post: How to Ensure PCI Compliance in Your Call Center?

Shep Hyken

Tom Laird is the Founder and CEO of Expivia , a USA-based, 500+ seat omnichannel contact center located in Pennsylvania. He shares how call centers can safeguard critical customer data, giving customers peace of mind while reducing risk to your organization.?.

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.

Data, insights, action! Tethr introduces practical conversational intelligence for the everyday user


Ever noticed how much of the conversational analytics space seems designed for the data scientist, the dashboard-delver, or other types of, well… numbers people? Between the graphs and pie charts, there’s sometimes just too much information available to make a quick or decisive decision.

An Executive Interview With OpenText’s Alex Martinez

Contact Center Pipeline

I had the pleasure to interview Alex Martinez from OpenText this month. He oversees marketing for Contact Center and Voice of the Customer Analytics Solutions. Alex brings 20-plus years of launching innovative products across multiple verticals.

Five Warning Signs Your Customer Success Team is Burnt Out


In a recent poll, we asked customer success professionals to rank their top year-end challenge. Not surprisingly, the number one answer was burnout. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS.

3 Reasons Why Your B2B Business Needs Live Chat In 2022


In today’s world, a proactive and communicative customer experience is a necessity. Companies can no longer afford to be aloof in the digital space.

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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.

How to Build a Cyber-Aware Organization


While the increased risk of cyber-attacks, further fueled by the pandemic, is in the news daily, too many organizations continue to lag in their planning and preparedness.

5 Ways To Optimize Call Abandonment Rate For Contact Centers


Call abandonment is a metric that may be used to assess a contact center's performance. The purpose is to provide the best service possible to customers. Observing this key performance indicator allows you to identify and fix contact center flaws.

How to get your Customer Success Tech Stack in Order

CSM Practice

“A team is only as strong as its weakest link”. This saying applies to your Customer Success Technology stack more than anything else. The tools in your stack must work together to provide an exceptional customer experience. . Well, it also means that technology itself doesn’t solve all problems.

How to Empower and Increase Agent Engagement with AI

Enghouse Interactive

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.

How Intelligent Call Routing Can Prioritize Your Inbound Contact Center Calls


Now that the customer experience (CX) is overtaking price and product as a brand’s key differentiator, organizations are increasingly seeking ways to minimize hold times and improve interactions.

10 Tips to Help You Get Ready to Customer Service Job Interview

Provide Support

The post 10 Tips to Help You Get Ready to Customer Service Job Interview appeared first on Provide Support Blog. Articles Tips and Tricks Tutorials customer service job interview customer service soft skills

What is Involved in Social Customer Care for a 1 in 500 Year BC Flood

Russel Lolacher

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Consumer expectations are defined by the private sector. Here’s why that’s important to your agency

NICE inContact

Going digital requires an uplevel in agent skills. Download "New Agent Training Tips for Today’s Digital World" for useful information about preparing your agents for your digital transformation. AI Customer Experience

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.

VirtualPBX Customer Service


“I Own This”. If you are new to VirtualPBX, those are three little words we live by with our consistent and superior customer service. Period. It is the heartbeat of our organization and one we take pride in giving 24/7, 365 days a year through chat, email, and phone.

Nuance signs Diversity Charter Ireland and commits to diversity, equality, and inclusion in Europe


Our diversity story at Nuance entered a new chapter this month when we took our first step with the European Union (EU) Platform of Diversity Charters in our EMEA region. We signed the charter in Ireland, where our international headquarters is located, along with six other organisations.


Top 5 ChurnZero Webinars from 2021 to Watch and Share


Over the last year we’ve created and shared a lot of new content with our Churn Fighting audience that we’re really proud of and have received positive feedback on, especially our thought leadership webinar content.

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Utilizing a Customer Health Score to Identify Growth Opportunities


The biggest challenge most businesses face in today's market is maintaining and building customer relationships. It can be difficult to gauge the successes and failures of most customer relationships and respond appropriately if there isn't a solid system to inform strategies.

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!

CCW Vegas During The Holidays – A Recap


Last week, the Edify team (myself included) flew out to Las Vegas to attend Customer Contact Week–the world’s largest customer contact event. Finally, we got to shake hands with people IRL again rather than just tweeting them.

11 Best Practices for Managing Customer Feedback


Maximize the value of using Nicereply day-to-day and learn how to manage customer feedback! If you work as a Customer Support Manager, working with feedback is a huge part of your to-do list. You probably have some routine – everyone has, and our whole life is made of them.

4 CX Trends that Will Shape Customer Experiences in 2022


Digital transformation is permanently changing customer experience. The past few years have ushered in rapid shifts in the world of customer experience. The pandemic brought sweeping changes to the way businesses interact with their customers and altered consumer expectations in dramatic ways.