Sat.Sep 10, 2022 - Fri.Sep 16, 2022

Should You Stay or Should You Go? Reading the Signs and Leading CX Buy-In at Your Organization

CX Accelerator

Sally Mildren, CEO Clarity PX & Boss Lady Consulting. Matt Beran, Sr. Product Marketing Specialist InvGate. Many leaders do in fact think they are supporting Customer Experience in their organization. After all they have approved a resource and some budget to it.

5 Call Center Metrics to Optimize Agent Performance


Choosing the right call center metrics is just as important as operationalizing them. Here're five key call center metrics you should keep an eye on. Site News


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Why do we need another video series for the Contact Center and CX industry?


As an avid reader, listener and consumer of contact center and CX industry news and insights, I have been actively trying to figure out how to provide value to the industry through multiple mediums.

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The Future of Work is HUMAN!

Contact Center Pipeline

Shaping the Future of Work and Human Potential When thinking of the new competitive advantage, the Harvard Business Review (HBR) has been stating that Adaptability is the new competitive advantage! We read and hear the statement “the future of work is Human.”

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

CallMiner report reveals more than 60% of organizations don’t collect enough data to improve CX


CallMiner CX Landscape Report found 62% of companies believe they don’t collect all of the CX data they need, with only 12% collecting an equal amount of solicited and unsolicited customer feedback

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Organisations Should Build on Pandemic Messaging to Retain Customer Trust

CSM Magazine

Organisations should build on pandemic CSR social media messaging to retain customer trust in times of crisis.

If I Were a Rep.

Contact Center Pipeline

I have spent many hours in Contact Centers of varied shapes, sizes, and purposes – both premise-based and remote. At times, I have been haunted by what I would “want” if I were a frontline representative toiling away on behalf of my employer.

Customer Success Dashboard KPIs: Nine CS Metrics To Track


Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes.

7 Support Phrases Customers Hate to Hear (and what to say instead)


There is nothing worse than using one of these support phrases and make your customers really angry. Running a business is a stressful job, and even if you are doing everything you can to keep all your customers happy, you’re bound to suffer some meltdowns.

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

7 Multichannel Customer Support Software to Avoid Incoherent Communication  


Meet a typical customer of an online shop ?????They They made an order and reached out to customer support to fill in the dots. “Oh, the shop has an Instagram account, I’ll contact them there” – [ … ].

Sorry, No Magic Cure-All to Turnover

Contact Center Pipeline

It is a common misconception that retaining valuable contact center agents is as simple as a salary increase. Sure, salary is a key driver when agents are considering jumping to new roles, but it’s certainly not the only factor.

5 Reasons to Use After-Call Surveys


Think about how many phone calls your contact center receives in one day. Thousands, right? Now, think about how many ripe opportunities you have to ask for customer feedback. Thousands again. Through after-call surveys.

Frontline Feedback: The Story of Compassion So Counterfeit

Russel Lolacher

Have you ever been asked how you’re doing at work? The question is proposed without really caring about the response. It’s a formality. A throwaway. Now imagine for a moment, it WAS taken seriously. It was taken to heart. It was responded to honestly. But it didn’t go the way it should.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

Customer Success Playbook Tips: Five Proven Tactics


Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients.

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Conversational AI 101: NLU and IVR for Beginners


Artificial Intelligence is what makes automating voice conversations possible. Companies such as Google and Amazon are continually bringing new iterations of conversational AI technology into the mainstream and integrating different applications of machine learning into our everyday lives.

How To Spot Product Trends Or Issues Using Contact Center Data


With the adoption of new data processing technology and Big Data, companies are collecting more data from their customers through the implementation of customer loyalty programs, phone/email/online surveys, order histories, and much more. But this gives you a limited view of the world.

Why Customer Success is your best investment during an economic downturn with You Mon Tsang and Punk CX


When a financial slowdown approaches, the smartest businesses look for areas where their investment has the best leverage. Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty.

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.

VoIP vs SIP Trunking: Which Is Better For Your Business


If you are looking to switch to an internet-based phone system, understanding the key differences between Voip vs SIP Trunking will allow you to pick the best communication solution for your business.

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Toll-Free Number Testing Doesn’t Have To Be a Drag


There’s a Better Way To Keep Your Toll-Free Numbers in Line. Think about a time when you had to call a company for assistance in solving a problem. Maybe you had a return to make, utilities to turn on, doctors offices to speak with. You looked up the customer service number and gave it a ring.

CSMs: Why Customer Onboarding Speed Matters


Modern CSMs are no strangers to multitasking. From juggling multiple customer accounts to keeping a myriad of plates spinning, CSMs rely heavily on metrics and data to ensure they are trending in the right direction.

Continuous Improvement for Telemarketing Programs is Golden

Quality Contact Solutions

After countless hours of planning, preparation, and implementation, you finally have the new telemarketing program kicked off. It seems to be running smoothly and more importantly, client goals and expectations are being met.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Comm100 Messaging Software – Live Chat, Messenger and Secure Messaging


Comm100 is a complete omnichannel platform that lets organizations provide the very best customer service and support with just one piece of software.

Retailers Need to Care About Low-Effort Customer Experiences


Retailers Need to Care About Low-Effort Customer Experiences. Digital CX Customer Success

The 6 benefits of chatbots for housing associations


Date: Monday, September 12, 2022 Author: Pauline Ashenden - Demand Generation Manager The 6 benefits of chatbots for housing associations. Published on: September 12, 2022.

How Does RAY BAUM’s Act Affect Your Organization?


RAY BAUM’s Act requires that first responders have the necessary information needed to pinpoint the “dispatchable location,” and quickly reach a 9-1-1 caller regardless of the device they dial from, or their exact location inside a large building.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Stop apologizing to your customers. Start advocating.


Should a customer service agent apologize when things go wrong? Here’s what our research found about what happens every time an agent says “I’m sorry.”. Your customer calls, irate about an overcharge on their account. Your instincts kick in, and without a second’s pause, you say “I’m sorry.”.

Bad Customer Service Isn’t the Problem. A Bad Culture Is the Problem

Shep Hyken

More and more people are complaining about bad customer service. The demand for better service continues to grow, as evidenced in our customer experience research (2022 Achieving Customer Amazement study sponsored by Amazon Web Services).

How Multi Tenant PBX Software Empowers Telecom Businesses?


How Multi Tenant PBX Software Empowers Telecom Businesses? The dynamics of the telecom industry have dramatically evolved in the last few years. More than 36% of businesses have adopted VoIP technology for improving the quality of customer service.