Trending Articles

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)


With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics.

If You Work with Customers, You Need to Be Friendly (Or at least act friendly)

Myra Golden Media

I rarely trek grocery store aisles these days. I order online and either have my food delivered, or I get my bags brought right out to my car. At the grocery store yesterday, I rolled my window down as the employee approached, dragging the cart behind her.

Contact Centre Predictions for 2020


Microsoft’s Richard Peers predicted that by 2020, 85% of all customer service interactions would be handled without the need for a human agent. Although his prediction was not completely accurate, there has been a significant move in that direction.

What to Look for in a Secure Headset

Contact Center Pipeline

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional microphones that contribute to a more productive workplace.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

How To Influence Your Customers Perception of Price

Beyond Philosophy

Psychology has a lot of influence on customer behavior. When it comes to making decisions, we like to find ways to make them more manageable. Anchoring and Adjustment is a mental short cut or heuristic. We use to help evaluate numbers. Anchoring and Adjustment help us generate numbers.

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How to Bring more prospects through your funnel


You want to convert more leads faster. But the rising cost of leads is killing your CPA, which, in turn, is preventing you from bringing more prospects through your funnel. lead generation outbound sales

Managers Are Usually to Blame for Escalations

Myra Golden Media

Customers are shrewd and impatient. They’re not going to mess around with a customer service employee who feigns (or lacks) authority to resolve issues. Customers will put their “get me a manager” card on the table in a hair’s breadth.

Looking Back at 2019: A Letter from the Publisher

Contact Center Pipeline

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and wish you each a very Happy New Year. The end of 2019 marks the end of our 10th year in publication. This achievement is a credit to the Pipeline team who consistently make […].

7 Questions That Reveal Whether Your Company is Committed to CX

Beyond Philosophy

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

5 Top Customer Service Articles for the Week of December 9, 2019


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.

How to reduce call center volume with Computer Vision AI


Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t want IVR menus, hold times or even the perkiest reps.

How to Master Rapport with the Best Tips From My LinkedIn Learning Course

Myra Golden Media

Date of birth? Last name? Zip code? Have you ever had a conversation with a customer service person, and it went something like that? A lot of people ask questions this way. The problem with talking in little bytes is, it sounds robotic.

Take a Bow… Receive a Round of Applause!

Contact Center Pipeline

The expression “take a bow” is defined by the Merriam-Webster Dictionary as “to bow toward an audience that is applauding. It is often used figuratively to say that someone deserves to be praised.”

Morale 130

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

Gift Giving To Gain More Business – Does It Work?

Beyond Philosophy

Does Giving Gifts Mean More Business? It is the season of giving. No doubt, many of you sent out your gifts to your clients, suppliers, and other business associates already. But will your gifts result in more business? They might, and they might not. Like most things about interpersonal relationships, it depends on a lot of different variables. Researchers study gift giving and have for many years.

Guest Blog: How to Provide Fast and Personal Customer Support in a World that Cannot Wait


This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand.

Prediction: The 3 Biggest Customer Experience Game Changers of the Next Decade

Customers That Stick

Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be.

7 Things You Have to Get Right with Your Telephone Customer Experience

Myra Golden Media

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. The lead-in , step 1, gets calls started on a positive note. Steps 2-6 are how to handle the body of the call in a friendly and warm way.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

How to Use Text Analytics to Improve Your Customer Experience


With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX).

6 Tips for Funding Your Small Business

Joe Rawlinson

Whether you’re looking to get a brand new business idea off the ground from scratch or facilitate your next big investment in an existing business, it takes money to make things happen.

How to Create an Annual Call Center Forecast

Monet Software

Anticipating the future is a core mission for any contact center. Inevitably, the CFO wants an accurate budget and the recruitment team needs to know how many full-time equivalents (FTEs) to bring on two months from now.

5 Key Principles of Direct-to-Consumer Customer Support


What’s the key to the success of direct-to-consumer brands like Glossier and BirchBox? Well, the name of this new breed of businesses says it all: it’s that direct relationship with consumers.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

4 Things Your Support Team Should Do In Chat

Myra Golden Media

I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. When I set up a chat platform for my clients, I have two goals. First, I want to deliver a fast and complete support experience.

Making the Most of the Customer Lifecycle Management Process


A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? Break it down into small steps.

2019 Roundup: Top Customer-Driven Innovations from Cyara


2019 was a busy year for Cyara. We delivered a wide range of innovations to our CX Assurance Platform driven by customer needs and market trends. There were four key customer- and market-driven themes that drove my top 10 picks for the enhancements we delivered in 2019.

How to Use Real Time Feedback Survey for Business Growth & Development

ProProfs Blog

Immediately after an Uber ride, you are asked a heartfelt question, “ How was your recent trip with (the driver’s name)? After providing a star rating, you are asked to. Give a compliment?”.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

Business Value and ROI of Customer Experience: The Step-by-step Guide


Understand how changes in customer experience drive changes in customer behaviour and how that translates to financial measures – to revenue and profits. Feed generated with FetchRSS

Incentives and your Customer Experience

Taylor Reach Group

By Colin Taylor. “Make your employees happy and they will make your customers happy.” ” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true.

The Transparent BPO Story & Vision: Our Beginnings

Transparent BPO

To commemorate our 10th anniversary, I have written a two-part series outlining Transparent BPO’s history and vision. In this part, we take a look back at our beginnings. Part two will focus on where we’ve come over the years and our “2020 Vision” for the future.