May, 2022

Call Center Metrics that Matter

LiveVox

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.

Call Routing: Functionalities, Advantages and Strategies for Contact Centers

NobelBiz

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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Mistakes to Avoid When Selecting a CS Platform: Not Thinking of Customer Success as a Team Sport

Totango

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.

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!

4 ways to create a better customer experience

Callminer

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

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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.

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.

Are you a CX Champ or Chump?

Myra Golden Media

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.

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.

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.

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

10 Smart Ways to Cater to Your Local Customers

Steve DiGioia

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.

RTO: 5 Reasons to Ruthlessly Prioritize during the Hybrid Work Transition

CCNG

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.

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

Beyond Philosophy

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.

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!

I’m Answering Your De-escalation Questions Live May 5th at 11:00 am ET!

Myra Golden Media

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

Is Your Contact Center Thriving in the “New Normal”?

Contact Center Pipeline

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 named a leader in 2022 SPARK Matrix™ for Speech Analytics

Callminer

Learn more about the global market for speech analytics and conversation intelligence within the customer experience in this 2022 SPARK Matrix independent analyst report

Understanding Call Center Occupancy in the Contact Center and How To Optimize It

TechSee

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?

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!

Who Is Today's Call Center Agent?

CCNG

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home.

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Subscription Model? Is This Really The Best Approach for Me?

Beyond Philosophy

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.

The Way It’s Always Been Done

Customer Service Life

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.

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.

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 continuous business performance improvement?

Callminer

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

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All You Need to Know About CSAT To Drive A Better Customer Experience

TechSee

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.

5 Ways to Leverage WFM Software to Reduce Agent Burnout

CCNG

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.

Subscription Model? Is This Really The Best Approach for Me?

Beyond Philosophy

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.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Sharing our gratitude as Solvvy officially joins Zoom

Solvvy

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!

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Having That DE&I Conversation…

Contact Center Pipeline

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).

What is customer experience management and why it matters

Callminer

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