Expert insights. Personalized for you.
We live in a time where you can click purchase on an online shopping order one day, and expect to receive the item in the mail the next. Speed, quality, and service are expected at every stage of the customer journey, regardless of the responsible party. MORE
In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was REO’s first album to crack the Top 40, reaching number 29 and selling over 2 million copies in the U.S. The first song on the first side of the album is […]. MORE
Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had little choice. MORE
David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency. MORE
Understanding Customers’ Values in a Digital Age. How AI and Human Partnership Can Create a Better Customer Experience. Shep Hyken interviews Geoff Webb , the Vice President of Products at PROS. MORE
I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data. MORE
Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions. MORE
Chip Bell innovates the world of customer service with the best practices of customer-centric organizations and provides powerful cutting-edge ideas and unique strategies that business leaders can immediately act on. Getting Inside Your Customer’s Imagination. MORE
130 
Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. MORE
I have the box my iPhone came in. So do many of you, I would guess. Many people keep their iPhone boxes. We keep them for various reasons, and most of them boil down to because we like how they look. MORE
Customer success should be about the customer, about using your product to add value to others. Customer Success Management (CSM) is an area where a lot of individuals are paying attention to at the moment. MORE
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Verint CEO: Dan Bodner, President, CEO and Chairman of the Board When Founded: 1994. We just celebrated our 25th year. MORE
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. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn. MORE
Despite their community-conscious values and financial prudence, credit unions are struggling to win the wallets of Gen-Z because they’re not meeting their expectations technologically. MORE
It’s easy to get fixated on labels. That’s why, in the contact center world, extroverts are more sought after than introverts. In reality, there is no perfect personality type that will fulfill everything you need. For starters, contact center agents do more than just answering calls and emails. MORE
Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition and build a strong reputation as a customer-centric organization. MORE
Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. This knowledge comes with a responsibility to act. MORE
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Customers are notoriously bad at describing their needs. MORE
Image by Gerd Altmann from Pixabay. I was recently cleaning out my inbox and saw a notification from Nextdoor.com. In it, one of my neighbors asked if we were in danger of wildfires reaching us. MORE
You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone. MORE
Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you – all the time. And, regardless of what message we think we give, its others who make assumptions which we’re judged against. MORE
130 
There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. MORE
This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. From finding the perfect working area to maintaining a daily, healthy routine, many of us have adjusted to working from home. MORE
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. MORE
It’s no surprise that self-service AI is gaining traction with customers. Even before the pandemic created a New Normal, 73% of consumers said they wanted to solve their issues on their own without having to engage with a human customer service agent. MORE
This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success. MORE
ShepHyken
SEPTEMBER 16, 2020
I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.
Beyond Philosophy
SEPTEMBER 19, 2020
I heard a new term that I think has the capability of being the next wave of change in business today. Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CCNG
SEPTEMBER 17, 2020
David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency.
Callminer
SEPTEMBER 14, 2020
Business analysts play an integral role in any industry, but they’re especially vital in call center operations. Responsible for evaluating requirements and existing business processes, business analysts identify areas for improvement and develop and implement solutions.
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
Contact Center Pipeline
SEPTEMBER 17, 2020
Chances are you have pivoted toward remote agents, and maybe not by choice: Most organizations were forced into work-from-home situations. You scrambled and had little choice.
|
Customer Contact Central brings together the best content for Contact Center and Customer Service professionals from the widest variety of industry thought leaders.
|
TechSee
SEPTEMBER 16, 2020
It’s no surprise that self-service AI is gaining traction with customers. Even before the pandemic created a New Normal, 73% of consumers said they wanted to solve their issues on their own without having to engage with a human customer service agent.
Beyond Philosophy
SEPTEMBER 17, 2020
Do you still have the box your phone came in? Chances are if you own an iPhone, you probably do. It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out.
Contact Center Pipeline
SEPTEMBER 16, 2020
In 1978, the band REO Speedwagon released its seventh studio album. Called You Can Tune a Piano, but You Can’t Tuna Fish, it was REO’s first album to crack the Top 40, reaching number 29 and selling over 2 million copies in the U.S. The first song on the first side of the album is […].
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
ShepHyken
SEPTEMBER 18, 2020
This week we feature an article by Elliott Sprecher, a marketing communications manager at JotForm. He writes about visualizing customer feedback in order to motivate your business to succeed. There are thousands of articles about the importance of customer service to your business’s success.
Steve DiGioia
SEPTEMBER 14, 2020
You have a “hard to fill” open position at your job. Even after interviewing candidate after candidate, the spot has been vacant for over 6 months and you wonder if they’ll ever find someone.
Beyond Philosophy
SEPTEMBER 12, 2020
I have the box my iPhone came in. So do many of you, I would guess. Many people keep their iPhone boxes. We keep them for various reasons, and most of them boil down to because we like how they look.
Advertiser: ZoomInfo
Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!
Contact Center Pipeline
SEPTEMBER 15, 2020
Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Verint CEO: Dan Bodner, President, CEO and Chairman of the Board When Founded: 1994. We just celebrated our 25th year.
ShepHyken
SEPTEMBER 14, 2020
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. 12 Ways to Celebrate Customer Service Week by Vanessa Brangwyn.
Steve DiGioia
SEPTEMBER 17, 2020
Our actions, mannerisms, speech, style of dress, and a host of other characteristics are being judged by those around you – all the time. And, regardless of what message we think we give, its others who make assumptions which we’re judged against.
Advertisement
A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.
Satrix Solutions
SEPTEMBER 17, 2020
Customer feedback is a lifeline for your organization. With a clear line of sight into the evolving needs and expectations of your customers, you are better positioned to get ahead of the competition and build a strong reputation as a customer-centric organization.
Fonolo
SEPTEMBER 15, 2020
Despite their community-conscious values and financial prudence, credit unions are struggling to win the wallets of Gen-Z because they’re not meeting their expectations technologically.
Customer Service Life
SEPTEMBER 17, 2020
Image by Gerd Altmann from Pixabay. I was recently cleaning out my inbox and saw a notification from Nextdoor.com. In it, one of my neighbors asked if we were in danger of wildfires reaching us.
Customers That Stick
SEPTEMBER 15, 2020
Chip Bell innovates the world of customer service with the best practices of customer-centric organizations and provides powerful cutting-edge ideas and unique strategies that business leaders can immediately act on. Getting Inside Your Customer’s Imagination.
Speaker: Angelica Coleman, Community Lead, Snowflake
When you build your community, if you know where to focus your initial efforts, you'll be able to set yourself up for success and future growth. Setting your objectives correctly will allow yourself and others within your organization to leverage your community to meet your overall business objectives. In order to establish this type of robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them.
Totango
SEPTEMBER 18, 2020
Customer success metrics should always lead to action. The most important metrics are used to reveal the kind of customer experience you are delivering. This knowledge comes with a responsibility to act.
Satrix Solutions
SEPTEMBER 15, 2020
There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment.
Fonolo
SEPTEMBER 17, 2020
It’s easy to get fixated on labels. That’s why, in the contact center world, extroverts are more sought after than introverts. In reality, there is no perfect personality type that will fulfill everything you need. For starters, contact center agents do more than just answering calls and emails.
Interactions
SEPTEMBER 18, 2020
We live in a time where you can click purchase on an online shopping order one day, and expect to receive the item in the mail the next. Speed, quality, and service are expected at every stage of the customer journey, regardless of the responsible party.
Advertiser: Skilljar
Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!
Talkdesk
SEPTEMBER 18, 2020
This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. From finding the perfect working area to maintaining a daily, healthy routine, many of us have adjusted to working from home.
Toister Performance Solutions
SEPTEMBER 17, 2020
Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Customers are notoriously bad at describing their needs.
Nicereply
SEPTEMBER 17, 2020
Customer success should be about the customer, about using your product to add value to others. Customer Success Management (CSM) is an area where a lot of individuals are paying attention to at the moment.
Let's personalize your content