Sat.May 21, 2022 - Fri.May 27, 2022

Moving Forward: What Will 2022 Bring for Contact Centers?

Contact Center Pipeline

The New Year always brings hope for new beginnings. And there were the signs of that in 2021.

How to Cut Call Center Costs with Technology

Fonolo

Operating a successful contact center is an expensive endeavour. From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ.

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The Future of Contact Centers is Enriching Human Interactions. Are You Prepared?

Beyond Philosophy

The contact center at many organizations doesn’t get the strategic consideration it deserves. My former contact center team at British Telecom seemed to be viewed primarily as a cost center, a necessary expense.

68 Customer Support Email Address Name Ideas

CX Accelerator

Written by Jenny Dempsey, 5.25.2022 You don’t actually want to contact customer support. If you have to, this means you have a problem or an unanswered question. You can’t find the answer in the knowledge base on the company website, instruction book or the FAQs.

Customer Preferences: How Community Can Deliver a Simplified Experience

Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!

5 ways to be a better ally in contact centers

Callminer

Rick Britt, CallMiner's VP of AI, shares his thoughts on diversity in the contact center industry and how people can be better allies to help change the industry. Read more in his blog

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Create a Culture of Accessibility

Contact Center Pipeline

Since the passage of the Americans with Disabilities Act (ADA) in 1990, employers, like contact centers, (known as “covered entities” under the law), have scrambled to understand how the act applies to them. Overwhelmingly, organizations have taken a reactive approach to the ADA.

Are You Really Confused? How You Describe Yourself is Not Seen By Others

Beyond Philosophy

Many organizations are trying to figure out how to win the hearts and minds of customers. Unfortunately, they are not like to find the answers in the ways they have grouped customers in to segments.

Best Practices For A Powerful Professional Network

CCNG

The pace is faster today. Decisions are bigger. Where are you getting reliable insight and answers? We often say that the most powerful-- and underutilized-- tool in the contact center is your professional network.

What is a conversation intelligence platform?

Callminer

Conversation intelligence platforms can power your entire business improvement roadmap by providing your teams – from the contact center to the C-suite. Learn more in this blog

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

The Fine Art of Contact Center Management

Contact Center Pipeline

The five factors of Caller Tolerance. Part 2 of 2) In my January Contact Center Pipeline article, my topic was on the Art and Science of contact center management and its three driving forces: Random Call Arrival, Visible and Invisible Queue, and Caller Tolerance.

This Call May Be Transcribed for Quality Assurance

OrecX

In many organizations, call recording is a means to an end. That is, upon audio capture, recorded calls are then transcribed and mined for meaningful keywords and phrases like "mad", "unhappy", or "cancel".

Product-led Growth: What It Is and Why You Need It

Totango

Product-led growth (PLG) has emerged as one of the best strategies for selling SaaS software. It lets your product do the talking, departing from a sales-led growth strategy that depends on a conventional sales pitch.

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Guest Post: How to Boost Customer Support Employee Productivity for Better CX

Shep Hyken

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service.

Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

5 Problems with Multi-Carrier Phone Number Provisioning?

Avoxi

5 Common Problems with Multi-Carrier Phone Number Provisioning (& Solutions) A lot can go awry when you're balancing several VoIP providers manually at one time.

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The Art of Saying Sorry – How to Apologize in Customer Service

Nicereply

Eventually, it will happen. Something will go wrong, mistakes will be made and customers will be upset. When it happens, the right thing to do is own the mistake and apologize to anyone affected. In fact, a genuine apology is more effective in service recovery than compensation alone.

Contact Center Wrap-Up—Where the Rubber Meets the Road

Quadient

Contact Center Wrap-Up—Where the Rubber Meets the Road. Marissa Feigen. Mon, 05/23/2022 - 12:58. Customer experience (CX) is the new marketing battleground.

[Tutorial] How to setup call center for under $200? #2

JustCall

10-minute guide to Setup Call Center for under $200. If you are planning to setup call center for giving support or handle inbound sales queries, here is your guide to set up a call center in minutes for under $200.

Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

Employee Spotlight: Amy Babcock

FluentStream

Here at FluentStream, we have one goal: Provide the best communications service and support possible for our customers. The goal may be simple, but boy howdy does it take continuous, passionate effort to pull off. That’s where our wonderful customer. Read More.

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WhatsApp Cloud API : Everything you need to know about it

kommunicate

Last Updated on May 22, 2022 “ The best business experiences meet people where they are.” ” Mark Zuckerberg, Conversations Keynote speech, 2022 Mark Zuckerberg was not making a statement into thin air when he said these words during Meta’s first-ever Conversation’s event.

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Why You Need More than CRM Features for Customer Success

Totango

Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. In this blog, we’ll talk about why CRM features alone aren’t sufficient for an effective CS strategy.

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Hiring: Inside Sales Associates (Remote Job)

JustCall

JustCall ( [link] ) is a cloud-based phone system for sales and support teams. Over 400 companies use JustCall for their 5000+ agents to make, receive, record and track phone calls, texts and Fax – directly from their CRM or Helpdesk platform.

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How Self-Service Can Drive Down Costs and Improve CX

Best-selling author and customer experience thought leader Blake Morgan has created a new ebook on why offering self-service should be your focus. Self-service can improve customer experience and simultaneously drive down costs.

What is Needed to Set up a Tech Support?

IdeasUnlimited

Introduction. Any IT business will at some point require dedicated tech support. The only question is; how to build one efficiently using the available resources?

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Building Resilient Communities with Trees, Water & People: AnswerConnect’s May Tree Planting Partner

AnswerConnect

In May AnswerConnect teamed up with Trees, Water & People to build resilient communities through reforestation projects. The post Building Resilient Communities with Trees, Water & People: AnswerConnect’s May Tree Planting Partner appeared first on AnswerConnect Blog. Mission and Values

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Different Types of BPO for Maximizing Business Growth

Helpware

Business process outsourcing (BPO) has taken the world by storm. Valued at over $232 billion in 2020 , the BPO market is expected to further rise at an eye-popping 8.5% compound annual growth rate (CAGR) between 2021 and 2028!

Launching JustCall Partner Programs

JustCall

We are excited to launch our Partner Program that will help agencies, IT businesses & affiliate marketers to earn revenue while helping SMBs with digital transformation.

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How to Prevent Brand Ambassador Burnout

Speaker: Kristi Faltorusso, VP of Customer Success at ClientSuccess

Your brand ambassadors are massively important to your business, actively promoting your brand and encouraging new business. But repeatedly requesting advocacy efforts from customers can lead to burnout and dissatisfaction. You need to avoid this at all costs! Learn how in this free webinar.

The Advantages of Call Screening for Your Business

Call Experts

Have you ever wondered how call screening can increase your efficiency? You might have heard of caller-ID , but what is call screening exactly? Call screening can be an effective tool for large and small businesses. .

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Convenient Business Texting Solutions For Taxis

VirtualPBX

It’s no secret that ride-sharing services like Uber and Lyft have taken over vehicle transportation services. Since 2014, the value of taxi medallions has dropped by a staggering 80%.

Support Talks: The Foundations of Scaling Successful Support

Nicereply

Support leaders are likely to encounter a need to scale their teams at some point in their career. Brendan Ledger , Director of Support at 7shift s, has a three-step framework that sets your team up for success and helps you scale effectively and quickly.