Trending Articles

How Much Does It Cost to Give Great Customer Service?


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.

What is Customer Science? Is this the next wave of change?

Beyond Philosophy

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.

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Creating a Culture of Exceptional Service


David Reed is a customer service process and training expert focusing on helping organizations of all types improve their customer service and process efficiency.

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21 Business Analysts & Call Center Leaders Reveal the Optimal Role of the Business Analyst in Call Center Operations


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.

How Call Lifecycle Details Help Increase Customer Satisfaction

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!

Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

Contact Center Pipeline

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.

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Empathy Now Leads to Loyalty Later

Marley Wagner


7 Steps to Deploying Self-service AI during the New Normal


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.

Aesthetics: Why This is A Vital Part of Your Experience

Beyond Philosophy

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.

Roll with the Changes

Contact Center Pipeline

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 […].

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

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.

Guest Post: The Power of Visualizing and Sharing Customer Service Feedback Data


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.

Customer Experience: What B2B Can Learn from B2C

Marley Wagner

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This Is Why You Can’t Fill That Position

Steve DiGioia

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.

Aesthetics: Why this is a vital part of your experience today

Beyond Philosophy

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.

The Best Sales Forecasting Models for Weathering Your Goals

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!

Meet Verint: Our September 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

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.

5 Top Customer Service Articles For the Week of 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.

Customer Feedback Strategy in 4 Simple* Steps

Marley Richman

What Do They Think of Me? – Tip #16

Steve DiGioia

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.

Busy Season? Keep Customers Satisfied with Great Support

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.

Should All Customer Feedback Be Considered Equal?

Satrix Solutions

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.

Why Credit Unions Will Struggle to Attract Gen-Z


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.

The Importance of Context in Customer Service

Customer Service Life

Image by Gerd Altmann from Pixabay. I was recently cleaning out my inbox and saw a notification from In it, one of my neighbors asked if we were in danger of wildfires reaching us.

Popular Products Co-Created with Customers

Customers That Stick

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.

The 5Es of Community: Support Forums and Beyond

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.

The Most Important Customer Success Metrics to Track and How to Improve Them


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.

Tips to Analyze Open-Ended Responses from Customer Surveys

Satrix Solutions

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.

Introverted vs. Extroverted: The Pros and Pitfalls of Personality Traits in the Contact Center


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.

Three Challenges Logistics Providers Face and How Conversational AI Can Help


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.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

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!

Empowering remote support heroes with knowledge management


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.

Chip Bell: How to get inside your customer's brain

Toister Performance Solutions

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.

8 Customer Success Myths That Need Busting


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.

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