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Social Customer Service… Then and Now

Contact Center Pipeline

Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 World,” June 2009).

8 Ways to Refresh Your Support Teams’ Customer Service Training – Part 2

Peter Lavers

In our new guest blogger Jason Grills ’ first instalment of this blog , he shared four great customer service training ideas that will refresh your support service and take it to a higher level. Here are the remaining four! #5 5 True or False Quiz.

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Tools for Your Next Team Meeting

Brad Cleveland

Looking to generate substantive conversation at your next team meeting? Try one of these worksheets on customer expectations, metrics and customer access strategy. It can be helpful to take a step back from the day-to-day, urgent issues to think about the bigger picture.

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett


The whole idea of the Net Promoter Score (NPS) is based around asking customers the question ‘How likely is it that you would recommend our company/product/service to a friend or colleague?’ and proposing to them a variety of response options based on a zero to ten scale.

The New Standard: Why Employee Obsession Matters

We often hear about putting the customer first, or the famous saying: the customer’s always right. But at TaskUs, we put the employee before our customers before our shareholders. Read our eBook to learn more about why we focus on the employee experience.

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Aligning the Organization to Deliver the Best Possible Customer Experience

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Organization and Culture Videos Brad Cleveland customer access customer access strategy leadership

How To Get More Customers To Take Your Surveys


There is a place I get my car worked on. They do a great job. The repair center’s employees are friendly and knowledgeable. The car always comes back cleaner than when it goes in for service. This is the way business should be done.

2018 Customer Experience Trends

The Center for Client Retention

Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the talk when it comes to developing and implementing strategies, policies, and training initiatives that can truly make a difference.

Five Key Takeaways From Deloitte’s 2017 Global Contact Center Survey


Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come.

Breaking the Ice Episode #39: Emotional Intelligence & Mindfulness w/ Debi Mongan

Customer Service Life

Yay for episode #39. In this one we welcome Debi Mongan , Founder of The Mindful Call Center. This one is an absolute treat because Debi is a total expert when it comes to mindfulness and emotional intelligence.

My First Experience At Amazon Books

Customer Experience Matters

Last week I visited Amazon Books in Dedham, MA, one of the online giant’s 13 physical retail locations. I was intrigued to see what would do with a physical bookstore.

It’s Showtime!


“It’s Showtime!” Those are typically the words you hear right before hitting the stage or when the cameras start to roll in the studio. However, for John Lewis , a high-end retail department store in the UK, the retail floor is the stage and the employees are the actors.

Top Contact Center Acquisitions of 2017


It’s been a very busy year for acquisitions in the contact center space. The ongoing “cloud-ification” was one of the main driving forces. (We We covered that topic here and here.) But other forces were in play as well.

5 Tips to Lower Contact Center Attrition


Agent attrition is not a new concept in the contact center. The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric.

5 Essential Tips for Social Customer Service Communications


As customers continue to seek quick and effortless experiences on the go, social media channels shine as prime platforms for communication. The rise in smartphone use coupled with the explosive popularity of social platforms has transformed customer service expectations, as brands must engage better and faster than ever before. Those that pay attention reap the rewards: According to Convince and Convert, answering social media complaints increases customer advocacy by as much as 25%.

The Future of Bots: Voice as the Primary Computer Interface


In my college days, I had serious doubts about voice ever becoming a viable computer interface, but the rapid advancements in bot and AI technology have me reconsidering that stance.

Forget Happiness, This Is the Top Emotion for Customer Support

Toister Performance Solutions

The webinar software picked the wrong time to get wonky. My online training class started in less than 30 minutes. A client was paying good money for its employees to attend this session. Schedules had been rearranged to make it happen. There was a lot on the line.

Make It Happen! Keep Your Holiday Shoppers Coming Back

Beyond Philosophy

It’s mid-November, and that means retailers’ annual holiday promotions are reaching a fever pitch. Discount department store Kohl’s will kick off Black Friday at 5 p.m. on Thanksgiving day.

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Interactive Voice Response – What it is, What it does, Where it’s going


Interactive voice response (IVR) has been a staple of customer service for many years. While its requiem has been composed many times in the past, it is still around, alive and kicking. Together with its “big brother”, the voice portal, IVRs have been part of contact center solutions for decades, and there is no reason to believe that they will go away any time soon. In case you wondered: IVR and voice portal are similar, but not the same.

8 Things About the Voice Channel We’re Tired of Hearing


Since the inception of the voice channel, businesses have faced and overcome many obstacles to improve the experience for customers. Yet, this channel continues to be the bane of many customers’ existence. Are businesses not sick of hearing the same complaints over and over again?

Customer Centric Leadership: Are You Investing in the Organisational “Ecosystem” or Your Personal “Egosystem”?


In last month’s column, I asked the question, ‘Are you a Leader or a Follower?’ The question was a precursor to defining why Customer Experience needs good, strong leadership. You will need to read the article to determine if you agree!

Do Customer Experience Policies Empower Growth?


Do Customer Experience Policies Empower Growth? Lynn Hunsaker. If you love someone, set them free. Do your policies set free your customers and your employees? Policies are designed to protect, but sometimes they disintegrate — rather than protect — customer relationships.

Amazing! Customer Relationships are Like Marriage

Beyond Philosophy

Organizations love to talk about building relationships with customers. The trouble is, most of the time it feels like they’re just paying lip service to the idea. Was Wells Fargo “building relationships” when it opened all those unauthorized accounts?

The Secret to Better Outbound Calling? Stop Playing Games!


As children, my friends and I thought it was fun to ring our neighbor’s doorbell and then hide. We would hide and wait for them come to the door expecting someone to be there. We would snicker from our hiding place watching how frustrated they would get when no one was there.

Guest Blog: Customer Communication: Bots are Nice, But Humans are Better


This week we feature an article by Stephanie Jones about the importance of human interaction in the customer service world. While bots are helpful in many ways, the human touch is still so imperative, and so craved by the customer. – Shep Hyken. Robots are cool.

The SBR Balancing Act

Contact Center Pipeline

Skills-based Routing (SBR) is a feature found on any ACD today, and it’s been around for over 30 years. It is so common, in fact, that it’s become an afterthought when purchasing a contact center phone system: Auto attendant? Check. On-hold messaging? Check. Skills-based routing? Check.

What the Best Companies Do That Yours Doesn’t!

Beyond Philosophy

Many companies seeking to improve their Customer Experience (CX) understand the importance of putting the customer at the center of everything they do. Doing it, however, flummoxes them. Not all companies have this problem though.

Dataset: 2017 Temkin Loyalty Index, UK

Customer Experience Matters

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust. Then we combined those components to calculate the Temkin Loyalty Index for 157 companies across 16 industries.

Amazing Business Radio: Jeff Nicholson


The Seven Deadly Sins of Customer Experience. Shep Hyken Interviews Jeff Nicholson, Customer Engagement Thought Leader. Jeff Nicholson enlightens listeners to what he refers to as T he S even D eadly S ins of the C ustomer E xperience J ourney.

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Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)


I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment.

Regifting for 2018

Contact Center Pipeline

Yet another year is coming to a close, and I can think of no better way to prepare for 2018 than with a round of regifting! This annual tradition here at the Agility Factor column has been a real boon to the industry over the years. We’ve cleaned out some of the biggest messes in […].

This is How You Communicate Empathy to Customers

Myra Golden Media

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. One of the characteristics is, communicate your understanding. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset.

Three Reasons to Do Your Black Friday Shopping with a Chatbot


Across the country, Americans are eagerly anticipating the coming holiday. Thanksgiving? Get real—we know that you haven’t even put the turkey in the oven before your mind starts to wander to Black Friday. And you’re not alone.

5 Top Customer Service Articles For the Week of November 27, 2017


Each week I read a number of customer service articles from various online 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. A 4-Step Formula to Create Freakishly Loyal Customers by Josh Linkner.