Trending Articles

It’s a Wrap! I filmed Two LinkedIn Learning Courses Remotely!

Myra Golden Media

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses.

Top 5 Posts in November

Contact Center Pipeline

This month’s top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce.


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Why Nostalgia is Not Just a Thing of the Past But the Present

Beyond Philosophy

People look back on their childhood and talk about how terrible it was. However, they often do it with a fondness that belies their words. Looking back at the earlier period, they feel good about it, no matter how terrible it was in their description. Customers do this, too.

Buyers Guide: How to choose the best customer service software


Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Lots of Exciting News!


This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30).

More Trending

Contact Center Pipeline Magazine: Inside Our December 2021 Issue

Contact Center Pipeline

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2021. I […].

I am so Frustrated! Customers’ Comments Don’t Reflect the Score They Give Me. Why?

Beyond Philosophy

I love when listeners write in with their business problems. I don’t love that they have problems, but I love that they share them with us so we can all work through them together. In our latest submission for our “I’m in a Pickle” feature of the podcast, Janet explains that even though their customer comments are overwhelmingly positive, their Net Promoter Score ® (NPS) is not where they need it to be.

[Webinar] How to Conquer Labor Shortages with Contact Center Technology


From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception.

Start the No Meeting Day Revolution at Your Office


As companies have started to make the shift from remote work being a temporary necessity to a way of life, there’s been a lot said over the issue of productivity. internal comms


Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

Meet your 2021 Influitive BAMMIE Finalists


The Influitive Best Advocate Marketing Awards (BAMMIES) bestow the highest honor for trailblazing companies that are leveraging the collective power and influence of their customers to achieve their business goals, and this was yet another year packed with incredible submissions.

How Contact Center Insights Can Improve Enterprise Operations

Contact Center Pipeline

What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold. No, I’m not insane… at least I don’t think so.

The 11 Best Help Desk Software for 2022 [Ranked & Rated]

Help Scout

Managing customer requests is a hassle without the right tool. These 11 help desk software options will help you get things under control. Read the full article

Improving Customer Experience by Empowering A Compassionate Workforce

The Northridge Group

Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

How to Bring Agile Innovation to Customer Success


When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation.

How We’re Improving Accessibility and Usability at Guru: Part 3


Over the past few weeks, we’ve been proud to share the investments we’ve made into improving the usability and accessibility of our product (if you haven't already, read part one and part two ).


A Quick Comparison of Virtual Receptionists at Call Experts and Call Ruby

Call Experts

If you want the best virtual receptionists and live answering service to manage your customer support, Call Experts and Call Ruby are here for you. But if you’re curious about how our two companies compare, read on.

Breaking Down the Customer Success Trust Equation


As CSMs, we all want to establish a baseline of trust and security with our customers. Customers should feel comfortable and open to sharing any issues or concerns they may have.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

The customer experience that keeps on giving

NICE inContact

It’s the small details and the experience of being cared for that ultimately drives a customer to stay with your company for life. So, give your customers something to be thankful for this year, and you’ll find they will pay you back tenfold. Customer Experience

Launch a Stellar Retail Customer Service Strategy in 6 Steps


Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. Physical retail locations have experienced mass closures while eCommerce and omni-channel shopping have exploded.

6 Step Guide on How to Create a Strong Org Chart


Staying on top of all the people and different motivations in your client relationships is hard work. Mixing up the details can make your clients feel undervalued, and not having clear insight into their organization and dynamics results in missed opportunities.

Evaluating AI-driven analytics for radiology: What “good” looks like


Right now, AI is transforming radiology—whether it’s supporting diagnosis and care planning, enabling clinical research, or powering quality improvement initiatives. But the field of AI-driven analytics is often new to radiologists and their organizations.

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!

FREE Studio Hold Greetings for the Season


How To Put The Snap Back This Holiday. No one likes to be on hold, but when it does happen, it is always a pleasant surprise to the ears when the voice on the other end isn’t a repetitive and emotionless-sounding generic Autobot. Nobody enjoys that.

It’s a mad, mad world out there. Can contact centers provide some calm—and even a little happiness?

NICE inContact

We all get mad. Boy, do we get mad. We all have our triggers. Someone cuts us off in traffic. We’re given the wrong order. Contact Center Management Contact Center Trends & Insights Customer Experience

The Top 3 Customer Service Trends to Expect in 2022


The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns.

Data Center Operations: What Keeps You Up At Night?


Every time I meet with a customer, there are always several data center concerns that weigh heavily on their minds. For many, it’s the fear that a bad actor that will destroy, steal, or compromise data.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Customer engagement predictions 2022: Four trends that will define CX next year


We’ve seen a lot of things change in customer engagement this year. Customers are using a broader range of channels—up to 10 channels even in a single inquiry—and still expect seamless, personalized experiences.

3 Reasons Why You Should Start Every Conversation with AI


Customer experience has been on a path of transformation since the days of "Press 1 for." Then came "You can say things like. pay my loan, check my balance, or transfer funds," which became the new way to start a customer service conversation through traditional speech IVRs around 2016.

Delivering great CX this holiday season despite supply chain challenges.

NICE inContact

The holiday shopping season can make or break a retailer's entire year. Contact centers are used to the holiday spike in transaction volume, but this year may be even more challenging for retail businesses and contact center agents to navigate. CXone