Tue.Nov 20, 2018

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.

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.

5 Things Customer Service Agents Should Do On Every Call


There is no question that customer service is changing quickly. From website FAQs, to live chat options, to social media platforms, there are an increasing amount of channels which consumers can use to reach out for help.

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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.

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.

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.

The Ultimate Guide to Conference and Event Surveys


Whether you’re expecting 50 or 50,000, planning and executing an event takes major time and money. Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver.

More Trending

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.

Top 10 Benefits of Outsourcing Your Contact Center Needs


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

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.

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?

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.

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.

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.

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.


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.

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.

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?”

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Winning the human battle needs closer attention than the technology battle


The evolution of the customer service experience has seen the advent of a host of new ways for customers to interact with a business, with technology such as chatbots and automated self-service options becoming increasingly prevalent.

Create Better Agent and Customer Experiences [CRMXchange Demo Wrap-Up]


Last week we talked on issues troubling your contact center, like stuck CSAT scores and sky-high agent turnover. Turnover so high, in fact, that some teams throw pizza parties when it dips into the 30-percent range versus the alarming near-50. Read More.

Your Complete Customer Engagement Handbook

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

Keine Zukunftsmusik, sondern Realität: Kanalvielfalt in Contact Centern


Die Kanalvielfalt wächst – das ist unbestreitbar. Doch inwieweit spiegelt sich diese Vielfalt in den tatsächlichen Kommunikationsangeboten von Contact Centern? Und nur weil etwas machbar ist, muss es ja noch nicht von Vorteil sein.

Michael Pace – Revolutionizing the Customers Experience


Michael Pace is a winning ICMI’s industry leader and the owner of The Pace of Services. He believes wildly successful companies start with successful customers and associates. Michaels daily goal is to envision and inspire companies to create environments, journeys, and actions that help make their customer's more successful. I recently caught up with Michael… The post Michael Pace – Revolutionizing the Customers Experience appeared first on AVOXI. Other Virtual Numbers

When gratitude extends beyond a single workday


We all start to pause and reflect on the many things to be thankful for around the holidays. On a personal note, I’m thankful, each-and-every day, for my beautiful wife and kids. I appreciate the hard work from the dedicated team of professionals that surround me.

Is the medium still the message in the digital age?

TELUS International

Find out whether the classic saying is still relevant to the modern customer experience

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.

Struggling With Bad Customer Service? Top 4 Factors Your Business Needs To Investigate


We’re living in the era when customer service is as important as the quality of products or services you sell. People expect immediate responses from businesses they contact, that’s why live chat software has been especially popular among businesses in recent years. With businesses rising their customer service standards, more and more customers expect great […]. The post Struggling With Bad Customer Service? Top 4 Factors Your Business Needs To Investigate appeared first on Ameyo.

Giving Thanks for Our Colleagues, Clients and Their Customers

Working Solutions

At this time of the year, I hold dear the people and things for which I’m most grateful. Family, friends and good health—and the many clients and their customers that our company has served over 22 years. I’ve devoted nearly half of my life to building this business. Employees and agents have given decades to […]. The post Giving Thanks for Our Colleagues, Clients and Their Customers appeared first on Working Solutions. Call Center Outsourcing

ZOOM is on a Journey to Native Cloud

Zoom International

Contact Center workforce optimization (WFO) Quality Management call centers customer experience News & Events call recording Software Engineering dev ops cloud computing Technical

A River Runs Through Service

Chip Bell

Standing on the banks of a magnificent river, your imagination can run wild. A mighty river can take you many miles, connecting you with countless ports and people along the way. Rivers are still an important source of commerce transportation. It is the source of electric power in many places. Just, consider of all the stories told about the Mississippi river running over 2000 miles from Minnesota to the Gulf of Mexico near New Orleans.

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.

At the end of the day…be thankful


The first Thanksgiving was a harvest feast celebrated by a diverse group. Puritans who had come to the “New World” seeking religious freedom, and Native Americans who banded with them to protect themselves from other tribes, celebrated the fall harvest together. The Puritans had much to celebrate since they survived the long journey across the […] The post At the end of the day…be thankful appeared first on What’s next. This is a summary.

How to Deliver Sales Proposals that Create Customer Value


Selling products and delivering sales proposals that create customer value requires buyer and seller understanding of pain points, product and … Continue reading "How to Deliver Sales Proposals that Create Customer Value".

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Why your website needs Web chat


The world's retail websites can be divided into two camps those with Web chat, and those who haven't added it. So why is now the right time to open up a new channel to your customers


Red Maxwell Joins Stratifyd’s Advisory Board


Estimated reading time: 2 minutes. Red Maxwell, a brand building expert with more than 25 years of marketing experience, has joined Stratifyd’s Advisory Board. Red has been a trusted counselor of mine for years,” Stratifyd CEO, Derek Wang said.

How to Create an Exceptional Customer Experience

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