Meet Dick Bucci: Our October 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.

How to Reduce Field Service Costs to Meet Optimization Goals


The post How to Reduce Field Service Costs to Meet Optimization Goals appeared first on TechSee. Field service organizations have long been implementing measures to reduce their high operational costs.

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When Improv Meets Business


Be it digital or face-to-face, today we must improvise to meet the expectations and needs of our customers. The post When Improv Meets Business appeared first on Shep Hyken. Customer Experience. I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference. The conference was everything about CRM (customer relationship management).

Meet Verint: Our September 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Verint CEO: Dan Bodner, President, CEO and Chairman of the Board When Founded: 1994. We just celebrated our 25th year.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Meeting Customers Unmet Needs, The New Imperative for 2020

Beyond Philosophy

By providing an experience that meets the needs of customers and potential customers, the organization increases its sales. We use improving Customer Experiences to meet the needs of customers so that they want to do business with one company over another. To hear more about Meeting Customers Unmet Needs in more detail, listen to the complete podcast here. . The post Meeting Customers Unmet Needs, The New Imperative for 2020 appeared first on Customer Experience Consulting.

Meet Kathleen Peterson: Our April 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Kathleen Peterson is Chief Vision Officer of PowerHouse Consulting, a renowned management consulting firm specializing in operationalizing the Customer Experience; our consultants are recognized experts in the design and implementation of Contact Center strategy and associated technologies. Area of Expertise: Contact center strategic visioning; working with executive leadership […].

Meet LogMeIn: Our May 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: LogMeIn CEO: William (Bill) Wagner, CEO Describe your company: LogMeIn delivers industry-leading solutions designed to empower companies to deliver smarter, more personalized customer engagement and support. What is your background in the industry? We have over 17 years of experience in the contact center space. Our […]. Technology call center cloud solutions contact center remote desktop remote work work from home

Meet Guru’s Search Team


We’re always working to enhance and improve our users’ experiences with Guru, from the way knowledge is created in our editor to how it’s shared through Slack , Teams , and beyond.

Do You Know Your Virtual Meeting Etiquette?


More importantly, employees should know their virtual meeting etiquette. . Regardless of whether you’re hosting or attending, online meetings are equally critical to your productivity. This means a virtual meeting is no different than a face-to-face meeting. In fact, it’s safe to assume that all the same rules of traditional in-person meetings apply—with a few extra guidelines you should take not of: #1. Don’t spam your attendees with meeting invites.

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Cold Calling Tips and Tricks

In recent years, cold calling has become synonymous with rejection and failure. But the numbers aren't that clear; while less than 2% of today’s cold calls actually result in meetings, 78% of decision-makers have taken an appointment or attended an event as a result of a cold call. What’s the verdict?

Leading virtual meetings

Myra Golden

With Covid-19, most meetings will be virtual. Learn how to make your virtual meetings productive and engaging in this short course. Customer Experience Design

Meet 5CA's polyglots


Last Friday, the 21st of February, was International Mother Language Day – an annual observance aimed at raising awareness of linguistic and cultural diversity and promoting multilingualism. At 5CA, we have no shortage of multilingual speakers! Just for our beloved readers, we’ve interviewed six polyglots from different projects and departments, and compiled their knowledge into this very article


Meet Paul Stockford: Our June 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Paul Stockford is Founder, President and Chief Analyst at Saddletree Research, a veteran-owned boutique research and analysis firm with a sharp focus on the North American contact center industry. Area of Expertise: Demand-based contact center market trends, issues and opportunities. What is your background in the industry? Began […].

Meet Jack, Implementation Specialist


The post Meet Jack, Implementation Specialist appeared first on ChurnZero. ChurnZero’s employee spotlight series highlights the person behind the professional, digging deep and discovering what drives our team members. This spotlight features Jack Moyahan , Implementation Specialist at ChurnZero. .

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The Impact of Direct Dials on Sales Productivity

Leveraging the latest industry research, this eBook highlights the impact of direct dial phone numbers on sales productivity with the goal of empowering reps to have more conversations with prospects, and consequently, schedule more meetings, increase opportunities, and close more business - fast.

C.A.R.E. Teleforum Meet The Members


Don't let Covid-19 stop you meeting new people. Teleforum Meet The Members appeared first on CustomerCount. Join the C.A.R.E. Teleforum, connect with C.A.R.E. members to share information and inventory options. The post C.A.R.E. Events C.A.R.E. C.A.R.E. Teleforum


How to Meet the Demands of the Remote Workplace


It’s an irrefutable truth: COVID-19 has quickly changed the modern workplace. At the onset of the pandemic, many businesses rushed to put temporary solutions in place to protect their employees and keep up their operations.


How to Meet & Exceed Customer Expectations

ProProfs Chat

You must have noticed a question popping up on a few forums “how to meet customer expectations?”. If you keep on thinking “How to meet customer expectations?”, While meeting customer expectations is one thing, exceeding them is completely different. Customers are getting smarter.

Improve Your Business Meetings by Going Old School


Businesses spend $37 billion a year holding unproductive meetings. But I don’t need to tell you —we experience meeting drudgery every day. How do we hold effective business meetings? The business world can dramatically improve their business meetings by learning a few tips from their teachers. What do teachers have to do with business meetings? Isn’t that what we want in our business meetings? Business Meeting Tips From Your Teachers. #1.

How ZoomInfo Helps Overcome the Top Pain Points of Inside Sales

Recent digital transformation has shifted the B2B landscape by ushering in the era of buyer empowerment. With more access to user reviews, analyst opinion, and industry research, decision-makers are more informed than ever while navigating what is now known as the “buyer’s journey.”

Where AI Meets CX: How Conversational Commerce Effects Customer-Driven Growth

Beyond Philosophy

The post Where AI Meets CX: How Conversational Commerce Effects Customer-Driven Growth appeared first on Customer Experience Consulting. Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. To understand how it requires a better understanding of what the inventor of the hashtag Chris Messina’s calls Conversational Commerce.

Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2

Beyond Philosophy

The post Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2 appeared first on Customer Experience Consulting. We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. .

Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences. What is your background in the industry? 20+ years of contact center leadership experience and 10+ years […].

Meet Pete Khanna, TeamSupport’s New CEO

Team Support

On August 13, 2020, co-founder and CEO, Robert C. Johnson, handed the reigns to Pete Khanna as the company’s new CEO. We sat down with Pete to welcome him to TeamSupport, get to know him a little better, and learn about his vision for the next chapter in our story. Here’s what we found out.

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The Top 3 Ways to Forecast for Your Contact Center

agents to meet required. not meeting its goal! estimates to meet anticipated service levels at any given time. to Meet Any Custom. 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM). professionals are judged—some go so far as to say. it’s the foundation of contact center scheduling. But it’s not always easy. In fact, forecasting can. be one of the most challenging ways to optimize. staffing.

How Do You Meet New Customer Expectations?

Satrix Solutions

Frustration sets in when the “functionality” they were promised or the feature they require do not actually meet these expectations. If the onboarding process isn’t smooth, consistent, or fails to meet expectations, customers won’t realize the early benefits of partnering with your firm. The post How Do You Meet New Customer Expectations? Acquiring a new customer is a time for celebration. But in today’s environment, it’s especially rewarding.

Meet WFMSG: Our March 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: WFMSG (The Workforce Management Software Group) CEO/Co-Founders: Daryl Gonos, CEO; Todd Cotharin, COO; Peter Schmidt, CTO When founded: 2005 Describe your company: WFMSG provides a unique and simplified approach to forecasting and scheduling contact center agents and is used by hundreds of the world’s most widely […]. Workforce Management call center contact center customer engagement WFM workforce management

Meet Lori Bocklund: Our February 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations. Area of Expertise: Contact Center Technology, Strategy and Operations What is your background in the industry? I was hired by AT&T in 1987 with […].

Seamless CX Meets Strategic AI

NICE inContact

The post Seamless CX Meets Strategic AI appeared first on NICE inContact Blog. Here’s the problem: 91% of customers expect a seamless experience when moving from one method of communication with a company to another (e.g., chat to phone). Yet only 24% of businesses give themselves an excellent rating in providing this seamless customer experience (CX). So, what are these stand-out organizations doing that the other 76% aren’t?

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Are they proactive about meeting increasing customer expectations? To meet. SERVICE DUE TO TRAINING DEFICIENCIES To meet customer service. STRATEGIES To meet increasing customer. only effective, but also meeting. practices to meet customer. New study reveals that companies must first focus on themselves.

Meet 5CA’s polyglots


Consumer support over any channel, in any language, at any time: 5CA’s successful contact center as a service is possible because we use technology to make planet Earth our talent pool. It also presents an intriguing challenge: How do we balance flexibility, productivity, and security

How to Do a Successful Quarterly Business Review (QBR) Meeting: 10 Expert Tips


This is the second time I am writing about the QBR meeting. Today, I’ll be going into the details of QBR meeting and will mention tips for conducting it successfully. When you set out for actual preparation and execution of this meeting, there are many nuances you would discover.

Pet Peeve #3 – Being Late for Another Unproductive Meeting

Steve DiGioia

We’ve had it up to here with meetings (position your straightened hand under your chin for maximum effect). One to discuss the budget, one for payroll, one for marketing and another for something else that doesn’t benefit your customer… …sick and tired of meetings! The post Pet Peeve #3 – Being Late for Another Unproductive Meeting appeared first on Steve DiGioia and was written by Steve DiGioia. Pet Peeves meetingsThis original article was written by Steve DiGioia.

The Impact of AI on Sales Meetings


His session, “The Impact of AI on Sales Meetings,” highlights how businesses can transform their sales organizations through conversation analytics. The post The Impact of AI on Sales Meetings appeared first on Talkdesk. Opentalk18 , Talkdesk’s CX industry event, was filled to the brim with sales and customer experience leaders from nearly every industry.

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The Health of the Contact Center: Are You Ready for 2019?

meeting customer expectations, so where is the disconnect? Given the high demands of today’s customers, if agents fail to meet service expectations, customers. meets their complex needs, agents must manage. the root of the problem and take appropriate action to equip and prepare agents to meet new customer. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of.

Meeting the Demands on Enterprise Networks


The demands on enterprise networks have never been greater. More and more applications are moving to the cloud, connected endpoints are increasing exponentially, and distributed workforces are demanding secure access and optimal performance wherever they go. Enterprise Networking SD-WAN

Meeting Customer Expectations: 4 Phone System Features that Help


Meeting customer expectations, especially over the phone, has changed dramatically. How to meet customer expectations on the phone. That’s the case when meeting elevated customer expectations. Here are four customer expectations you’ll need to meet when communicating by phone, and the voice features that will satisfy their expectations. #1. Technology is critical to meeting customer expectations. Customer expectations have accelerated.

Meet Human Numbers: Our July 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Human Numbers CEO/Founder: Tiffany LaReau, Certified Workforce Manager & Owner When founded: 2008 Describe your company: We create forecasts, generate schedules and develop staffing models for all kinds of contact centers. What is your background in the industry? My entire adult life has been in call […]. Workforce Management call center contact center forecasting scheduling staffing WFM workforce management

#IAmAlorica: Meet Samson Seelan


Meet Samson, Director of Strategic Onboarding for Latin America and the Caribbean. When he’s not devouring paches (his favorite Guatemalan dish), he can be found painting gorgeous landscapes and making friends! Find out more about him in our latest #IAmAlorica video. link]. Source. Video #IAmAlorica Culture


Executive Report: The Customer Data Too Often Overlooked by the C-Suite

Opportunities to Meet the Real Needs of. quickly act to meet new customer expectations. transformation to meet elevated customer. from customers to meet their corporate objectives, then design analytics initiatives and implement. New Study Reveals Reliance on Too Few. Data Sources; Organizations Likely Missing.