Trending Articles

Guest Post: How One Bold Move Helped this Firm Survive (and Thrive!) in The Great Recession


This week we feature an article by Bill Cates, author of Beyond Referrals , Radical Relevance , and the founder of The Cates Academy for Relationship Marketing. He shares an example of how one company was able to flourish during the Great Recession.

1 in 4 Will Lose Their Job in 2020

Beyond Philosophy

1 in 4 Will Lose Their Job in 2020. At the end of 2019, global research firm Forrester predicted that 1 in 4 Customer Experience jobs will be cut in 2020. While we find this prediction grim, we do not disagree. We believe that this reality has been on the horizon for some time now.

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Surviving Post-Holiday Returns

Contact Center Pipeline

You made it. Your team made it. Another holiday season is behind you.

Fonolo: Top 20 Customer Service blogs to read in 2020

Peter Lavers

Peter Lavers has been named as a top blogger in the realm of Customer Service. The list has been created by Fonolo , who provide call-back solutions for contact centres.

The 2020 Community Trends Webinar Series

Speaker: Vanilla Forums

Is your community program up to the standards of 2020? Save your seat for this webinar series, and don't miss your chance hear from five of Vanilla Forums' community experts as they respond to your pressing questions and dive into some of the biggest community trends identified for 2020!

Call Center Automation Depends on Collaborative AI


The global drive toward digital transformation has made its mark on contact center processes and operations, with Salesforce predicting last year that the use of AI by customer service teams would see a 143% increase by 2020.

More Trending

What is Robotic Process Automation (RPA)?

TELUS International

Next-Gen Technology

Contact Center Challenges and Priorities for 2020

Contact Center Pipeline

We just completed our fifth annual survey and had 275 participants chime in on their top three challenges and priorities.

Consumer Loyalty 2030

Peter Lavers

In his second blog written as part of the SAS UK Collaborators programme reviewing the SAS / Futurum “Experience 2030” report , Peter Lavers digs deeper into the question regarding what will drive customer loyalty in the future (up to 2030).

How AI Drives Innovation for a Better CX

Upstream Works

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI).

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Amazing Business Radio: Matt Gillin


Simple is Transformative in the Customer Experience. Revolutionizing Communication So It’s Personalized, Secure, and Effortless. Shep Hyken interviews Matt Gillin. They discuss the secrets of driving customer loyalty and a good customer experience (CX).

The Relationship Economy by John DiJulius (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Relationship Economy by John DiJulius. Check out the video below to hear Adam’s one win that you can take away from The Relationship Economy to improve your organization’s customer experience and customer service.

Power to the People: 5 Ways to Elevate the Agent Experience

Contact Center Pipeline

According to Gallup’s recent polls, 87% of employees worldwide are not engaged. Think about that for a moment—that’s a staggeringly high number. If 50 people work in your contact center, that’s like saying only 6.5 of them actually care about what’s going on in your business.

Tapping into the esports opportunity

TELUS International



A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Customer retention is the new religion

Hello Customer

January typically is a month to forecast trends, and we believe customer retention will be an important one. Of course, this isn't a new strategy. But we see increasingly more organisations move their focus from aggressive acquisition investments to retention management.

5 Top Customer Service Articles For the Week of January 13, 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. What Does it Take to Lose a Customer? by Anthony Cusumano.

B2C 171

Introducing: Ask The Customer Service Trainer

Customers That Stick

As a customer experience expert and customer service trainer, I often get questions about the state of customer service, about different customer service techniques and strategies, and about the future of experience. That’s why we started our new series: Ask the Customer Service Trainer.

Opentalk 2020: Apply Now to Be a Speaker!


Do you have an interesting story to share regarding customer experience and/or sales success? Are you an outstanding storyteller and possess an innovative spirit? Are you keen on taking the reality of customer support to the next level?

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

How to Optimize Omnichannel Performance in the Contact Center

Monet Software

To blend or not to blend—that is the question for today’s call centers. Blended agent assignments have been a staple of the contact center since the advent of automated call distribution (ACD) systems.

Customer Success: Roles Within a B2B Enterprise


When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company.

Top 20 Customer Service Blogs You Have to Read in 2020


Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today.

Forward Calls to Your Cell Phone on VirtualPBX Minute Plans


One of the prominent reasons we created our new VirtualPBX Minute Plans is to give you an affordable way to forward calls to your cell phone. Minute plans start at only $9.99

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

How to Identify Weaknesses in Your Customer Journey Map


About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”.

How to Set Yourself up for Success on Your Parental Leave


Parental leave is a great way to set a stretch goal for a person that otherwise might not have gotten the opportunity. So you’re expecting or have gotten to adopt a little one? Parenthood is one of the best, though most exhausting things, that I have ever done.

Customer Delight vs Customer Satisfaction: How These Two Concepts Work Together


Satisfaction is practical. Delight is emotional. That is the big difference in the customer delight vs customer satisfaction divide. One achieves what was expected, the other delivers additional value.

See How Easy It Is to Get a Telephone Interpreter

Certified Languages International

For those of us who live and breathe interpreting services, it can be difficult for us to imagine that there are still a lot of people out there who don’t know a whole lot about what we do.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Try Our Minute Plans for Your Bootstrapping Startup


If you’re in a bootstrapping startup or similar business position, it could be time to consider using a lightweight phone plan if you haven’t already. Perhaps you use your personal smartphone as your business contact. Or maybe you don’t have a phone contact at all.

ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data


ChurnZero Leverages LinkedIn Sales Navigator’s “Data Validation” to Improve Customer Data . New feature mitigates churn risk by flagging customer job changes. .

Are You Really Ready for Chatbots in Your Contact Center? Part 2


Ensure the Bot Is a Reflection of Your Brand. Most will agree that chatbots should not be used at the expense of a delightful user experience.