Fri.Jul 23, 2021

3 Ways Employee Disengagement Is Hurting Contact Centers


Employee disengagement is rampant in contact centers. Imagine a fire department where two-thirds of the firefighters on duty weren’t ready to respond to a call. How about a restaurant where two-thirds of the wait staff weren’t talking to patrons.

How to Structure Your Customer Success Team


What makes a sports team successful? Excellent athletes who work together on both offense and defense to win the game. A good pitcher alone won’t win a baseball game.

Sports 100

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Guest Post: How to Use an LMS for Employee Skill Development

Shep Hyken

This week we feature an article by Ehsan Memari, a blogger for SkyPrep. He writes about how using a learning management system (LMS) expedites employee skill development in your organization. We are in the middle of a skills gap crisis.

FBC Asia Pacific Taps COPC Inc. to Conduct Employee Engagement Services


For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

What Makes Telemarketing Philippines Unique From Other Countries?

Magellan Solutions

Let’s take a look at why many businesses trust telemarketing Philippines to work and nurture their prospect clients. Telemarketing Philippines is one of the most misunderstood processes in the whole BPO industry. .

More Trending

Clutch Crowns Helpware as one of the Top 100 Firms for 2021


Looking for a fresh team that has a modern approach to outsourcing? Looking to scale your business, delight your customers and conquer your market? Helpware is the team that you need!

8 Red Flags Of Hiring Philippines Virtual Assistant

Magellan Solutions

Look out for these red flags when hiring Philippines virtual assistant. Hiring a Philippines virtual assistant is becoming a norm for businesses across the globe. As this provides the necessary support any business owners may need.

Lead generation services

Grupo Noa

One common question is circling around when is up to lead generation services: So is it worth the effort? A quick online research revealed yes! Companies with mature lead generation and management practices have a 9.3% higher sales quota achievement rate.

B2C 52

The Peak-End Rule and what it means for customer service


Date: Friday, July 23, 2021 Author: Guest author: Colin Shaw The Peak-End Rule and what it means for customer service. Published on: July 23, 2021. Author: Guest author: Colin Shaw Understanding the psychology of customer interactions is key to delivering the right experience, at the right time.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Spotting, Avoiding, Reporting Scams – Tech Support Outsourcing Philippines

Magellan Solutions

A comparison of technical support outsourcing in Vietnam, India, Poland, and the Philippines . Planning on beginning or enhancing your current call tech support outsourcing activities? Making a wise decision regarding the right outsourcing destination is critical. . Below is a comprehensive guideline. We discuss the top outsourcing countries along with some pros and cons. . Your final choice will depend on your internal criteria like project requirements and financial implications.

Is your CX program relevant post-pandemic?

MyCustomer Experience

IWhen was the last time you reviewed and assessed your Customer Experience (CX) or Voice of the Customer (VoC) program? If your answer is “. 2nd Sep 2021. By Alchemer

Introducing the Express Arena

C Space

Introducing the Express Arena. By Jessica DeVlieger, Global CEO. 3 3 A surprising new behavioral trend has been observed in the UK; British people – a nation famously obsessed with class – are starting to hide their privilege.

FlexWork: Bending the Future of Work to Our Will at Glia


Wherever their productivity sweet spot lies, we're offering Glia team members the flexibility to explore what doing their best work means for them. The post FlexWork: Bending the Future of Work to Our Will at Glia appeared first on Glia Blog | Digital Customer Service Explained.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

The Renaissance of “Me”

C Space

The Renaissance of “Me”. By Franco Bonadio, Managing Partner, Human Truths Bill Alberti, Managing Partner, Human Truths Machiko Wilson, Associate Consultant. 3 3 By default, we tend to look at one thing as “better than” another. It doesn’t really matter what it is.

Jul 23 – Customer Success Jobs


Role: Vice President of Customer Success Location: Remote, United States Organization: Storm2 As a Vice President of Customer Success, you will leverage business metrics and customer feedback to help build, implement and enforce a repeatable process for both the shopper and merchant support.

Luxury isn’t what it used to be

C Space

Luxury isn’t what it used to be. By Lidi Grimaldi and James Schoonmaker. The Express Arena encompasses industries, sectors, and businesses that have traditionally targeted desire over need.

Announcing The Forrester Wave™: Application Modernization And Migration Services, Q3 2021

Forrester's Customer Insights

Yesterday, we released The Forrester Wave™: Application Modernization And Migration Services, Q3 2021.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Survey Research: The Good, the Bad and the Weird


“We value your opinion and would love to hear from you.” ” As far as email subject lines go, this is a pretty common one. Often, these emails contain survey research forms from a company you patronize. But have you thought about what happens behind the scenes?

Continuous Automation And Testing Services Wave Q3 2021: A Comparison Of 15 Top Global Players.

Forrester's Customer Insights

Future fit organizations are quickly adopting hybrid and native clouds, automating wherever possible, and bringing their agile and DevOps practices to a more mature and broader level.

Generation Wealth

C Space

Generation Wealth. Looking back at the ostentatious tribes of the early 2000s. By Lauren Greenfield, Director of Award Winning Ad Campaign “Like a Girl”, anthropologist and writer. 3 3 LAUREN GREENFIELD/INSTITUTE. Xue Qiwen, 43, in her Shanghai apar?tment,