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.

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

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.

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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.

The MOST Important Customer Success Metrics


Any customer success leader worth his or her salt isn’t making strategic, department-wide decisions based on gut feelings. Instead, customer success leaders lean on hard numbers, insights, and data to help steer their team’s decision-making.

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.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

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.

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.

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.?.

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.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

How to Provide Online Customer Service: 8 Real-Life Examples


They say that customer service technology began with letters and post-pigeon, but in fact, it started long before that. In 1750 BC, a customer demanded a refund for the delivery of the wrong grade of [ … ].

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.

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.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

How to Handle Customer Complaints Without Going Ballistic


Here you are. Assisting your customers, being nice and friendly. However, life is not all beer and skittles. ??Especially Especially if you’re holding a position in customer service. Whether you like it or not, you are [ … ].

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.

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.

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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Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

How to Handle Customer Complaints Without Going Ballistic


Here you are. Assisting your customers, being nice and friendly. However, life is not all beer and skittles. ??Especially Especially if you’re holding a position in customer service. Whether you like it or not, you are [ … ].

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.

How to Empower and Increase Agent Engagement with AI

Enghouse Interactive

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

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

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

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.

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.