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From the Heart

Contact Center Pipeline

Too many Americans and Canadians have been, or will be at some points in their lives, impacted by heart disease and stroke either directly or indirectly through their loved ones. And that includes us here at Contact Center Pipeline.

New Report: How Customer Loyalty has Changed Post-Pandemic, and What You Should Do About It


Growth and customer loyalty have historically been product-led. The company with the newest gadgets, with the best features, or the best price were often the market share winners of their industry. Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives.


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What is your personality type, and how does this affect your success?

Beyond Philosophy

Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor?

4 Voice of the Customer (VoC) methodologies to gain valuable insights


VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences

Customer Satisfaction in the Digital Age

Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast

More than ever, we are seeing organizations implement digital channels in an attempt to better engage their customers and help employees sort through the mountains of customer inquiries. But how does this affect customer satisfaction?

The One With The Mad Max World of Travel Today


Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents.

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More Trending

The World Is Going Crazy

Beyond Philosophy

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). I did it to see if I was becoming a grumpy old man or if others had noticed this too. It turns out I am not alone in my assessment.

101 statistics on patient experience, satisfaction, billing and more


In the modern healthcare industry, quality patient experiences are more important than ever. Continue reading to discover 101 statistics on patient experience, satisfaction, billing, and more

New Data Shows Post Pandemic Impact of Customer Loyalty Resulting in Increased Likelihood to Churn from Poor Service


TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry.

Episode #28 – Why Activating Activism in Employees is a Good Thing

Russel Lolacher

In this episode of Relationships at Work, Russel chats with activist and Campaigns Manager Jessie MacNeil-Brown on encouraging activism in employees improves the world and workplace.

The Inner Circle Guide to Remote & Hybrid Contact Center Solutions

In this handy guide, learn everything you need to build your ultimate contact center—with no walls and no limitations. Empower your agents to serve your customers better, and from anywhere.

DaaS to the Desktops

Contact Center Pipeline

This past year’s holiday shopping season and ensuing post-holiday calls to customer service were among the most challenging that contact centers have ever endured.

7 Writing Skills You Need to Know To Attract More Customers


To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing.

How to Build Client Relationships Digitally: 14 Pro Tips


Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses.

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Taking Computer Vision Out of The Lab: Interview with TechSee’s Product & R&D Leads


Over the last few years, service leaders have embraced computer vision AI and conversational AI to scale, automate and improve service operations. Last week, we launched the Visual Intelligence Studio , a self-service, no-code computer vision AI training solution.

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

AI in Radiology, part 2: How can AI unlock next-generation radiology reporting?


Diagnostic imaging is central to most healthcare journeys; it’s a field that’s a privilege to work in, but sometimes the workload can be overwhelming.

Protecting Your Most Sensitive Data

Contact Center Pipeline

I admit it. I cannot get redaction off my mind. My company’s speech analytics clients are practically consumed by the topic, so I guess it shouldn’t be a surprise that I’m always thinking about it. I’ve been in the speech analytics business for 16 years and my team of analysts hear about redaction requirements all […]. Data security Speech analytics ASR automated speech recognition compliance cybersecurity data breaches data privacy data security redaction speech analytics transcription

4 Lead Generation Techniques to Boost Your Social Media Marketing Initiatives

Joe Rawlinson

According to a survey, 68% of marketers say social media helped them generate more leads. The figure highlights how effective generating leads from social media can be with the right strategies.

ChurnZero BIG RYG 2022 speaker and session agenda revealed


This is it. The moment you’ve been waiting for. Can we get a drumroll, please? We’re thrilled to announce our speaker and session agenda for BIG RYG 2022, the Customer Success leadership summit in Washington, D.C. on October 12-13, 2022.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

8 Contact Center-Generated Customer Insights Your Marketing & Sales Team Needs


Do you know what your customers are saying about you? Do they feel like you are providing the best possible customer experience you can? Or are your customers about to jump ship to a competitor or tell their friends and family about a bad experience they had with your company? Speech Analytics

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Five Best Customer Retention Software Solutions for Customer Success


Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Outsourcing Customer Service Is Cost Effective and Process Efficient


By 2026, the market volume of the business process outsourcing sector is on track to surpass $4 billion, and there's a reason why that figure is so high. Companies have woken up to the fact that third-party service providers can up the company's game without being a drain on in-house resources.

A Conversation with CX Expert, Shep Hyken – How to Meet Today’s Sky-high CX Expectations


Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Customer Success KPIs: What CSMs Need to Know


How does your CSM team measure success? Whether you’re working with large enterprise customers or smaller startups, the metrics you use will be the same.

Tenant Retention Made Easy with a Property Management Answering Service


When managing a property, you can expect to receive calls at all hours of the day or night. Oftentimes, there’s no way to predict when an emergency repair request might occur along with other immediate concerns from tenants.

4 Ways to Provide Personalized Customer Service


The lockdowns and aftermath of the 2020 global pandemic spiked growth in e-commerce sales as brick-and-mortar stores and restaurants closed their doors. Meetings and classrooms shifted to Zoom almost overnight. The pandemic pushed late adopters into new ways of shopping and interacting.

Is Hybrid Work Working? Depends Who You Talk To - My Latest Article

Jon Arnold

I’ve been away a few days, but things I was working on earlier are getting posted now in bits and pieces. This time around, it’s a two-for-one, where Informa has run my latest article in two of their publications.

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques

How To Stay Connected With Customers


If your business finds staying connected with customers a challenge, you’re not alone. Connecting with customers can feel tricky, especially on top of running a company. However, it’s crucial to seeing success in your business. Connected customers are happy ones.

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 


Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. Measure three quality metrics vs. one overall quality score. Evaluate interactions from the customer’s perspective.

New Job in Naples? Here’s What You Need to Know About Moving There

CSM Magazine

If you’ve recently got a new job in Naples and are planning to move there, you’re probably feeling excited and perhaps a little daunted at the prospect. It can be tough to start a new career in a brand new place but don’t worry too much, your future is brimming with opportunity.