customer experience Top 5 things you need to know about Customer Experience (CX) I’m sure you’ve heard people say customer experience (CX) is important. But what’s the difference between customer service and customer experience? And why do customers care about the ‘experience’ so much all of a sudden?
customer support Please stop annoying me with surveys – Your Customer There is lot of conversation on how to increase surveys responses. But what if customers just don't want to respond to the surveys?
call center Why should call centers use speech analytics? Understand how having real-time speech analytics in call centers improves customer experience & employee performance.
call center Metrics that matter in today’s customer-centric world What are the metrics that matter in a customer-centric world? In an Interview with Patrick Ebrahimian, we discuss how...
AI Summatti x AI x TrueNorth Pepper is the world's first social humanoid robot that can recognize faces and basic human emotions manufactured by SoftBank Robotics. It got us thinking about how a bot like Pepper can create unique experiences for customers in any of these industries.
mobile Is a Mobile-First Mindset the future of Customer Support? The Mobile-First Mindset is exactly what you need to stay up to date with the 2019 trends in Customer Support. Mobile is not really about the phone, but mostly about...
customer experience The real truth about customer experience with Jeanne Bliss We sat down with Jeanne Bliss, founder of CustomerBliss & a world-renowned speaker in customer experience, at Customer Contact Week (CCW) in Vegas to talk about customer experience today.
customer experience Agent experience before customer experience Customer experience is for a company what exercise & eating heathy is for an individual. Everyone knows it’s important, but very few people actually do it. You need a coach for...
NPS Measuring customer experience beyond NPS Is NPS your go-to metric? Find out whether or not NPS is the right metric to use when you're tracking customer experience and how you can improve it.
agent training How to motivate your agents to go above & beyond Find out what strategies you can incorporate in your call center today to motivate your agents. Having your agents engaged can increase profits, increase...
outsourcing What is the future of call center outsourcing? Onshore vs Nearshore vs Offshore. Find out the pros and cons of each outsource location and which is the best option for your business.
quality assurance What does your quality assurance (QA) process measure? Are you using these measures for your quality assurance process? We talked to Fred Shadding, Founder & Chief Advisor of The Call Center Source, about the biggest challenges, metrics, and the future of QA.
speech analytics Why traditional quality assurance (QA) processes aren’t working for your customer service teams? We talked to Cristopher Kuehl, VP of Analytics & Client Insights at Sitel Group, about the biggest challenges with QA today, what place AI has in improving QA & most important call center metrics.
contact center 4 Tips to Improve Your Contact Center Customer Experience Customer experience (CX) is centered on the needs and perceptions of the customer, not the business. This includes understanding customer needs at every stage of the CX life cycle, interactions with your business, and the difficulties they encounter.
remote agents Everything you need to know about Remote Agents Remote agents have the ability to work from locations other than the traditional office or traditional contact center. Find out the advantages and challenges of remote agents.
support ops simplified "Empowering Agents" with Rob Holcombe of Canopy Tax Rob Holcombe, Director of Customer Support at Canopy Tax joins us on this week's episode of Support Ops Simplified.
support ops simplified Meet Our Host: Sid Bhambhani of Summatti Rashmi (Summatti cofounder and COO) sits down with Sid (Summatti cofounder and CEO) to understand more about him, Summatti and this podcast.
support ops simplified "Pro-Active Support" with Craig Stoss of Arctic Wolf Networks Craig Stoss, Director of R&D - Platform Support at Artic Wolf Networks joins us in this episode of Support Ops Simplified.
support ops simplified "Managing Executive Stakeholders" with Chris Escobar of Planet Fitness Chris Escobar, Senior Manager, Member Experience at Planet Fitness joins us on this weeks episode of Support Ops Simplified.
support ops simplified "Scaling Customer Experience" with Sushila Sahay of Lightbend Sushila Sahay, VP Customer Operations & HR at Lightbend joins us in this episode of Support Ops Simplified.
People 3 P’s of a Call Center Success Bryan DiGiorgio has over 10 years of call center experience & we had an opportunity to get his insights on call center operations. He attributes 3 P's to a call center success - people, process, and product.
support ops simplified “Support Tech Doesn’t Matter” with Theo Panaritis of Workable Theo Panaritis of Workable joins us to talk about building internal relationships, why technology doesn't matter and how his marketing experience helps in support.
support ops simplified "Dev Ops Vs Support" with Peter Muir of Dejero Peter Muir, Manager, Technical Support at Dejero joins us in this episode of Support Ops Simplified.
