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LiveVox
MAY 2, 2022
The call center is the hub of customer service in a company. That means that expectations for agent performance are high. Customers are calling in for a variety of issues or general queries and want to be treated well. If they have a poor experience then they are very likely to go elsewhere.
NobelBiz
MAY 2, 2022
If you're running a call center, you know that good call routing is the difference between keeping your customers happy and having them hang up on you.
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Totango
MAY 2, 2022
Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.
CX Accelerator
MAY 25, 2022
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.
Advertiser: Vanilla Forums
Your customers want a simplified customer experience. Make sure you give it to them with community. Download the whitepaper to learn more!
Callminer
MAY 18, 2022
Delivering great CX might not be the simplest thing to do, but it is well worth the effort. Read this blog to learn a few ways to start improving your customer experience today
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
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CCNG
MAY 25, 2022
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.
Beyond Philosophy
MAY 25, 2022
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.
Myra Golden Media
MAY 9, 2022
We all know a few customer experience Chumps—they talk a big game but don’t actually deliver on excellent customer experience. On the other hand, CX Champs understand that customer experience is a team sport and takes a lot of different elements.
Contact Center Pipeline
MAY 25, 2022
The New Year always brings hope for new beginnings. And there were the signs of that in 2021.
Advertiser: Vanilla Forums
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.
Callminer
MAY 23, 2022
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
Steve DiGioia
MAY 23, 2022
You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can.
CCNG
MAY 18, 2022
Productivity will (and should) temporarily decline as offices reopen. As more and more offices are finally reopening and teams are transitioning to a hybrid work environment it is critical to support yourself and your teams with Ruthless Prioritization.
Beyond Philosophy
MAY 21, 2022
Verint is an expert in the Voice of Customer and have been for over 25 years. Their Verint on the Engagement Capacity Gap report is essential reading for experience professionals today.
Advertiser: Vanilla Forums
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!
Myra Golden Media
MAY 2, 2022
I sourced my subscribers for the most pressing de-escalation questions, and on Thursday, May 5th at 11:00 am ET, I’m answering questions live! Meet me there? Here’s the link for my live Q & A. Customer Experience Design
Contact Center Pipeline
MAY 17, 2022
It seems evident that many of the recent changes we’ve seen in the contact center over the last two years are very likely to continue, at least for the foreseeable future, as our “new normal.” But, even before the pandemic, organizations were being challenged by shifting workforce dynamics.
Callminer
MAY 15, 2022
Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix independent analyst report
TechSee
MAY 18, 2022
In today’s age of customer-centric service, call centers must deliver quick answers, short hold times, and the ability to speak to a live representative on demand. How can Management ensure their call centers are up to par?
Advertiser: Vanilla Forums
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!
CCNG
MAY 11, 2022
Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home.
Beyond Philosophy
MAY 19, 2022
We are in a bit of a subscription economy. You can subscribe to almost anything, anytime, anywhere. So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . We discussed this idea of subscriptions on a recent podcast.
Customer Service Life
MAY 16, 2022
Meet Mouse, our corn snake. I’ve never really considered myself a “reptile person.” ” On those occasions where I’ve encountered snakes while hiking or working in the yard, I always jump clear out of my shoes in complete fright.
Contact Center Pipeline
MAY 24, 2022
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.
Advertiser: Vanilla Forums
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.
Callminer
MAY 4, 2022
Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organizational goals. Read more in this blog
TechSee
MAY 1, 2022
There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. Definitely something companies strive to avoid.
CCNG
MAY 4, 2022
The life of a contact center agent isn’t easy. It involves helping customer after customer with little to no recognition for taking on a difficult issue and finding a solution.
Beyond Philosophy
MAY 14, 2022
How many streaming services do you subscribe to? How many products are on Amazon Subscription in your Prime Account? Do you subscribe to satellite radio? How about music streaming? I think you get the point. We subscribe to everything.
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Solvvy
MAY 20, 2022
Gratitude. It’s been a hallmark of our culture here at Solvvy these last few years and today is a day we have so much to be especially grateful for!
Contact Center Pipeline
MAY 10, 2022
I feel like I talk about the topic of diversity, equity, and inclusion (DE&I) more than I care to. Not because it’s not an important topic or even because I’m not passionate about it (because if truth be told it’s one of the main reasons why my company, Solid Rock Consulting, even exists today).
Callminer
MAY 2, 2022
Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools needed to consistently improve CX at scale. Read more
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