Sat.Nov 17, 2018 - Fri.Nov 23, 2018

The Most Unlikely Source Is Blocking Contact Center Transformation

Call Center Coach

Change is hard, especially in the contact center industry. The humor of this eye-opener is that those of us in the contact center profession are supposed to be in the business of helping meet the needs of our ever-changing customer expectations.

Contact Center Cost Models Help Quantify ROI

Contact Center Pipeline

Centers all bear the same types of costs to conduct their operations, whether they’re attributed to the contact center budget or to that of IT or other parts of the organization.

Is Your Customer Satisfaction Survey Dissatisfying Customers?


Want happy, loyal customers? That makes all of us. But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done.

5 Top Customer Service Articles for the Week of November 19, 2018


Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

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

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Top 10 Reasons to Record Agent Screen Activity


Call recording systems have been around for decades and their utility is proven. The same goes for agent screen recording systems, although you may not know it.

Amazing Service Begins With Engaged Leaders

Call Center Weekly

By Sean Hawkins Providing excellent service to customers is not as hard as we make it seem. However, it takes commitment, diligence and lots of effort to do it well. In simplest form, excellent service is the result of treating customers with courtesy and respect.

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BroadSoft Connections - My BCStrategies Thoughts on Being Better with Cisco

Jon Arnold

Sure was an interesting event last week at BroadSoft Connections. I managed to get a short post here on my blog with some photos before it was over, and followed that with a more reflective writeup wearing my BCStrategies hat.

2019 Contact Center Trends: Is Your Business Ready?

Monet Software

Trends are tricky things. Contact center managers will find no shortage of opinions online about “the next big thing” in business philosophy or technology. You’d be surprised how many websites promote a “hot new trend” that coincidentally requires the product they hope you’ll buy.

Amazing Business Radio: Tien Tzuo


The Subscription Economy. Why the Subscription Model is the Future and What to Do About It. Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Top Takeaways: The subscription economy is a phrase coined to describe the idea that people don’t have to buy products anymore to meet their everyday needs or to get from Point A to Point B.

5 Survey Email Subject Line Strategies to Boost Open Rates


Want to really step up your email survey game? Use this free guide. Sending surveys by email is one of the most popular survey distribution methods today. However, email surveys must first overcome a major inbox hurdle: getting opened.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

Upset Customers: 4 Tips to Calm and Keep Calm

Call Center Pros

In the customer service industry, we will have to deal with an angry customer sooner or later. The stress and unpredictability of these situations are the cause of many disastrous fails. Not knowing how to deal with angry customers can culminate into giant losses for the companies involved.

New Promotion? You'll Need These Relationships

Toister Performance Solutions

Note: This post was originally published on LinkedIn. It’s a companion the another post on how to get promoted. I've heard from a number of Customer Service Tip of the Week subscribers who have recently been promoted.

Top 10 Benefits of Outsourcing Your Contact Center Needs


Companies are increasingly choosing to outsource functions to outside expert providers.

What’s the Customer Loyalty Loop?


The value of loyal customers can’t be overestimated—they trust your business, make more purchases, and act as brand advocates.

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

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

This Year, Give Your Customers the Gift Of Great Holiday Support


Customer service can be particularly demanding during the holiday season. From November all the way through the New Year, businesses selling goods and services to consumers see a dramatic uptick in the number of people requesting help.

How Shared Labor Can Help Optimize Your Staffing Model

Branch Mesenger

With retail’s Q4 upon us and the holiday season surging into focus this week with Thanksgiving & Black Friday, retailers across the United States are gearing up for their biggest three months of the year. Most of the headlines heading into the holidays have been about just how hot the market is.

Quarter 4 Preparation


For many retail companies and other businesses, the fourth quarter is the most stressful time of year. During this hectic time, many customers are unsatisfied with their purchases. This causes an increase in calls made to customer support to resolve their issues.

Do Customers or Agents Come First? At Some Contact Centers the Answer May Surprise You

Monet Software

“The Customer Comes First.”. You’ll see those words next to the cash registers at mom-and-pop grocery stores, and on the desks of Fortune 500 CEOs. But your customers only receive a great experience if employees devote the time and effort to provide one.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Meet the CallSource Team: An Interview With Josh Oosterhof

CallSource Insights

Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Josh Oosterhof. Title: Strategic Partner Manager. When did you start working for CS? October 2010. What position did you start in? Sales Opener. What is your current position?

Fraud attacks ramp up before the busy holiday shopping season


If the third quarter is any indication that the holidays are near, then network security company, RSA, has more or less confirmed that the busy shopping season is almost here. Each year, reports show an uptick in phishing scams ahead of the holidays.

It's the Most Technical Time of the Year

24-7 InTouch

Emerging technologies and innovative tools are truly changing the shopping experience for customers. Forward-thinking brands are leveraging technology as a means to s trengthen the human connection they have with their customers.

The Three Critical Steps to Effective Workforce Optimization

Monet Software

Picture a barstool with three legs – take any one of its legs away and the whole thing collapses. Workforce Optimization (WFO) is something like that.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Do I Need Better Reports Or An Analytics Dashboard?


As we approach year's end, many of us are reflecting on our accomplishments and planning for 2019. Some might even be scrambling to gather data and summarize business outcomes right at this moment.

Three Ways Voiance’s Phone Interpretation For BPOs Can  Benefit Your Organization


BPO providers offering contact center support handle hundreds or thousands of phone calls a day on for their clients. And with nearly 60 million US residents preferring a language other than English at home, a growing percentage of those calls likely arrive in need of interpretation.

What is Unified Communications?

Connect Managed

Many of us can remember a time when email and instant messaging were revolutionising workplaces around the world. The ability to send a message to someone in another office or another country was remarkable. However, we’ve come a long way since that moment.


Don’t Overlook Performance Management

Monet Software

How important is performance management to your contact center? Certainly customers are important, and taking steps to serve them better is always part of a manager’s daily function. But too often this is handled in a reactive way.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Noise during online courses


The number of online courses has been increasing over the last years. Education institutes, including the most respectable universities, offer e-learning for an increasing share of their courses. Online training is also widely used by internal education centers in many organizations.

Concentrix Vice President Named Female Executive of the Year


Stevie Awards for Women in Business go to Paula Kennedy Garcia New York, NY – The Stevie Women in Business Award recognized Concentrix VP Paula Kennedy. The post Concentrix Vice President Named Female Executive of the Year appeared first on Concentrix. 2018 Award News NewsClip


Build a Family Hotline with the Nexmo Voice API!


Any company I ever phone always has one of those automated answering systems that ask me questions before I get to speak to a real person, and because I’m a bit weird, I’ve always thought “why can’t I have one of those?”

APIs 68

Opti-Channel – Is It the Next Big Thing at Contact Centers?

Monet Software

You know about multi-channel and omnichannel. But have you heard about opti-channel? It’s a new way for contact centers to become more customer-centric.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.