October, 2022

Best Practices For A Powerful Professional Network: Part 7


Each time you engage with your network you are also building (or eroding) your reputation. Paying attention to professional etiquette goes a long way toward adding value and longevity to your network.

Should Agents Work from Home?

Contact Center Pipeline

One of the long-running conversations in the contact center industry has been whether to have staff (agents and supervisors) work-from-home (WFH).


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How customers memories can be altered and why we all forget things. (Memory Mini series 3/3)

Beyond Philosophy

When it comes to the behavioral sciences, I love their take on memory. I love it so much, that we did a podcast mini-series on it in three parts. In the first part , we talked about why memories are essential to experiences, when we use them to decide sometimes, and how memories form.

5 strategies for managing customer expectations


A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences.

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.

Chatbot Script Examples and Writing Tips for Customer Service


If you typed “How to write chatbot scripts” in your search box, you must have recognized the value and benefits a chatbot is going to bring to your business. Indeed, chatbots are huge resource savers [ … ].

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October is Cyber Security Awareness Month. What's Your Plan?


If you thought last year was a challenging year for cyber security, 2022 is proving to be even more difficult. Weekly cyberattacks jumped 42% across the globe this year, according to CheckPoint Research.

Improve CX by Celebrating Front Liners!

Contact Center Pipeline

We all know that customer experience (CX) is vital to the success of any business. But many leaders don’t realize that the key to a great CX is an excellent agent experience. Yes, that’s right, the people on the front lines interacting with customers daily significantly impact the overall CX.

Ambient clinical intelligence (ACI) – what it is and why you need it


Ambient intelligence (AmI) augments human capabilities to make our lives easier. It’s becoming more pervasive in our homes and workplaces. The applications are many, especially in healthcare.

The Ultimate Guide to Your AnswerConnect Mobile App


Your AnswerConnect Account comes with an AnswerConnect App. Manage your account, view your messages and pursue new opportunities, Anywhere. The post The Ultimate Guide to Your AnswerConnect Mobile App appeared first on AnswerConnect Blog. AnswerConnect Services

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.

How the Internet of Medical Things is Revolutionizing Healthcare


Human history has been an ever-evolving whirlwind of tried-and-true progression. The advent of the internet has made this truer than ever.

ACD versus IVR: Dissimilarity, Purpose, and Goal


Have you ever contacted any customer support department? If yes, then we can bet that you have experience in interacting with IVR or ACD technology. Contrastively, it is almost clear that you haven’t asked yourself: “how routing is functioning in the customer service units?”, and what are the names and essences of the techniques that serve you during your customer support journey?

See the metrics that matter directly in your inbox 


Need to keep a pulse on your CX metrics? Our new inbox insights feature sends reports automatically to every stakeholder who needs them. Everyone at your company plays a part in creating a positive customer experience.

How to increase net revenue retention with Customer Success qualified leads (CSQLs) and strategic operations


Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Organizations invest in MQL and SQL processes without fail. But they stop short of extending that same support to CS generate high-intent leads.

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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 Service Week

Contact Center Geek

It’s the most wonderful time of the year! I know it’s not quite the winter holiday season, but yesterday kicked off Customer Service Appreciation Week and that’s pretty wonderful, too!

The Best Things We Learned At Knowledge Fest 2022


In case you missed it, Knowledge Fest, Guru’s 2-day, free, virtual event was packed with insights for the new world of work.

Phone Menu For Small Business: How To Field More Calls


For many professionals and larger businesses, fielding over 20 business calls in a day is an easy task. However, this can quickly become a hassle for small businesses and ultimately hurt the bottom line. But do not worry! There is a solution to helping you field more calls.

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What Creates a Positive Call Center Environment?


What Is a Positive Call Center Environment? Whether your business’ call center is in-house or outsourced, one thing is clear: a positive, fair working environment is paramount to your success. But what is a call center environment? And what makes for a positive one?

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.

10 companies with a customer experience we can learn from


Today kicks off National Customer Service Week. We’re using that as an opportunity to recognize the Tethr users who have delivered customer experiences we can call learn from. We awarded the first CXcellence Awards to recognize their achievements.

Redact sensitive data from streaming data in near-real time using Amazon Comprehend and Amazon Kinesis Data Firehose

AWS Machine Learning

Near-real-time delivery of data and insights enable businesses to rapidly respond to their customers’ needs. Real-time data can come from a variety of sources, including social media, IoT devices, infrastructure monitoring, call center monitoring, and more.

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When Sales and Customer Service Collide

Shep Hyken

Lately, I’ve been thinking about how sales and customer service combine to create an experience – hopefully a positive one. And then, by coincidence, one of our loyal subscribers, Heidi Reslow, shared a story about someone buying a new car.

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Struggling With How to Generate Leads? Use These Best Practices

Quality Contact Solutions

For businesses to be successful, it’s essential to determine how to get quality leads. You know your target audience, but what’s the best way to reach them? In today’s business culture, there are so many ways you can go about the crucial lead generation process.

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.

Emergency Notifications: How to Handle Business Disruptions


Unplanned emergencies due to inclement weather and other situations can happen anytime. Unfortunately, most businesses don’t think about a communication plan for emergencies until it’s too late.

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Why Excellent Customer Call Back Service Matters for Your Business


Your customer service call back feature services are an important part of your sales process. Learn how call backs work and why they are a must for your business. Customer Call Back Service. Not using customer call back for your contact and support center? You might be missing out on better business.

How to Improve Your IT Service Desk


A service desk is a crucial service tool organizations use within the ITSM approach. This concept evolved from the term helpdesk.

Bundesliga Match Fact Win Probability: Quantifying the effect of in-game events on winning chances using machine learning on AWS

AWS Machine Learning

Ten years from now, the technological fitness of clubs will be a key contributor towards their success. Today we’re already witnessing the potential of technology to revolutionize the understanding of football.

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.

Guest Post: How To Get Customer Service, Sales & Marketing Teams On The Same Page

Shep Hyken

This week, we feature an article by Dmitry Dragilev, Founder of the keyword and SEO tools, TopicRanker.com , JustReachOut , and Chief SEO Geek. He shares how to get your customer service, sales, and marketing teams in sync.

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How to Run a Customer Journey Mapping Workshop


Demystifying the process of running a customer journey mapping workshop and providing a step by step process for success. The post How to Run a Customer Journey Mapping Workshop appeared first on B2B Marketing | Customer Feedback | Net Promoter Score | Genroe. Customer Journey Mapping

September 2022 Newsletter


Our !!! NEW !!! Network Operations Center (NOC). This environment provides state of the art monitoring capabilities. It provides next level access to all relevant information necessary to analyze our hosted environment. The facility has been set up for dual use as a training facility.