Trending Articles

The Recruitment Tsunami


By Jason Mercer-Pottinger During a recent CCNG Town Hall I discussed with members the strategies and incentives contact centers are using to address a very challenging labor market.

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13 Years, 103 Issues Later

Contact Center Pipeline

In appreciation… A dream doesn’t just happen. It takes determination, hard work and a “stick with it” mentality. This describes our long-time editor, Susan Hash. Susan and I began working together in 2000. By 2008, I was “retired,” cruising up-and-down the east coast.


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I’ll Be Back! The Phrase We All Want Our Customers To Say

Beyond Philosophy

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . I went outside my own resources to get you an answer to that question.

25 tips to increase customer satisfaction


Keeping customers satisfied is more important to business success than ever before. Read this blog for 25 tips to increase customer satisfaction


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!

Automation-First + Human Agents = Successful CX

Lynn Charafeddine

There's often a misconception that CX automation replaces Human jobs


Amazing Business Radio: Paul Reilly

Shep Hyken

Selling Through Tough Times. Utilizing Customer Experience as a Sales Tool. Shep Hyken interviews Paul Reilly, a professional speaker, sales trainer, and author of Selling Through Tough Times. They discuss how brands can provide value to their customers during uncertain times.

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More Trending

5 Reasons to Invest in a Virtual Hold Solution


Customers nowadays fear the dreaded hold mantra of “Thank you for holding, your call is important to us, please continue to hold…”. Virtual hold technology has resolved this dreaded game of cat and mouse.

Becoming an Emotionally Intelligent Leader, Part 3

Contact Center Pipeline

The world is changing at a very rapid pace. Societal demands, workplace and family demands are also evolving. With all these changes, we also must evolve and adapt to thrive!

6 Steps to Rock Your Customer Success Software Implementation


6 Steps to Rock Your Customer Success Software Implementation. At some point or another, we’ve all learned the hard lesson that rework is costly – whether it’s at the expense of your time, money, or sanity.

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Guest Post: How SaaS Companies Can Use Customer Experience to Drive Sales

Shep Hyken

This week we feature an article by Noa Danon, co-founder and CEO of EverAfter, a company that helps build lasting relationships with customers and partners using data and content. She writes about how companies can keep their customers happy while looking for opportunities to sell more.

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The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

How to Calculate Call Center Shrinkage (and 6 Ways to Manage it!)


What do your call center agents do while at work? Yes, they answer customer calls. But there’s more to the job than that. They also: Take part in meetings Complete training Mentor and coach new employees Go on breaks. All these activities are necessary.

The Complete Guide to Call Center Management


Congratulations, call center manager! You’re stepping into a world full of exciting challenges, impressive individuals, and constant evolution. There’s never a dull moment in a call center with a myriad of opportunities for growth and success. Of course, all new positions come with learning curves.

Becoming an Emotionally Intelligent Leader, Part 2

Contact Center Pipeline

As we all reflect on the changes, stresses and effects on mental health, corporate culture and employee engagement, we realize that the future of the workplace will require a focus and commitment to the mental health of our team members while creating a culture supported by emotionally intelligent leaders. In Part 1 of this series, […].

“Customer First” Omni-Channel Digital Experiences

The Northridge Group

Businesses today are undergoing a paradigm shift as the customer journey moves to a “ digital first ” pathway. Yet the “digital first” evolution is only part of the story.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Hybrid Work is Just Work: Going Digital By Default


The internet, the shifting labor market, and, hopefully, common sense will tell you that for knowledge workers, hybrid work isn’t just a trend (it’s merely writing blogs about hybrid work that’s trendy). thought leadership

9 Common Difficult Customer Conversation Mistakes & How to Avoid Them


This is a guest blog post by Anita Toth, Chief Churn Crusher. 9 Common Difficult Customer Conversations Mistakes & How to Avoid Them. Let’s face it. Difficult customer conversations are hard.

The Book That Changed My Customer Service Career

Help Scout

This post is part of The Supportive, Mathew Patterson’s column for customer service professionals. Learn what The Supportive is , or browse through all of the posts from this series.

Becoming an Emotionally Intelligent Contact Center Leader

Contact Center Pipeline

We are now well into 2021, and I hope this year will be a much better year for all. It is interesting that, although 2020 was such a tough year with so many challenges, for some the silver lining was that they were able, or maybe forced, to get to know themselves at a deeper […].

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Personalized Customer Experience: How Can Your Contact Center be Effective?


Building relationships between businesses and customers is always crucial. That is s why many contact centers have turned to personalizing the customer experience as a way to increase customer loyalty. After all, customers appreciate the fact that companies recognize them as individuals.

Digital Transformation in Customer Service – The Building Blocks for Successful Digital Transition (Part 2 of 4)


As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation.

How to Evaluate Call Center Manager Performance


As a call center leader, you rely on your call center managers to ensure everything runs smoothly.

What is the difference between quality control and quality assurance?


Quality is king. A high-quality product, service, or experience is the fundamental foundation of a low-effort experience for a customer—and the goal of customer experience leaders everywhere.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

What’s Everyone Talking About in Customer Experience Today?


Customer experience is pretty much the hottest topic in the contact center and customer care space these days.

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The Power of Local Caller ID Solutions for Contact Centers


Many elements contribute to the establishment of trust between your contact center and a client, including phone reception, treatment efficiency, speed, and correctness of replies. However, the fact that the number is familiar and immediately identifiable contributes significantly to that confidence.

Built-in Machine Learning Algorithms in Amazon Sagemaker: How Do We Get There?


When you hear the term “machine learning,” do you think to yourself, “How does machine learning really work?” Well, machine learning uses historical data, and what I mean by this is past data.


The Culture Challenge

Shep Hyken

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

Five Overlooked Moments that may be Wrecking Your Customer Journey

Experience Investigators

This article is sponsored by PayPal. ne·glect /n???lekt/. lekt/. verb: fail to care for properly. noun: the state or fact of being uncared for. from Oxford Languages. Neglect can feel like a harsh word.

Why we need to think of the contact centre as a revenue engine


Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Published on: September 24, 2021.

4 IVR Testing Strategies to Differentiate Your Customer Experience


Everyone loves a good IVR. Customers can save time by self-serving, companies can route the right calls to the right extension while minimizing call volume, and even getting honest service feedback is easier when it’s all automated. customer experience IVR testing IVR customer success

Google Names Edify a Chrome Enterprise Recommended Partner for Contact Center


Contact: Liz Cahill for Edify Labs. PR Contact Center Edify Press Release Cloud Contact Center contact center solution Chrome OS Chrome Enterprise Recommended Google

Customer Perceptions of the Community Experience

Customer experience expectations are ever-changing so understanding what they are is crucial to the success of your brand. Get a copy of the free report from Vanilla Forums today to find out how customer expectations can be addressed through community and how community can affect your brand’s bottom line.