Trending Articles

Guest Post: 4 Inputs of a Customer-Centric Culture Transformation


This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean?

The Dark Art of Creating Magic in Brands

Beyond Philosophy

Business as usual is anything but usual today. How things will change in the “new normal” and what you can do to manage it is almost anyone’s guess.

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The Incomplete Answer


I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with.

2020 Call Center Metrics: 6 Key Metrics for Your Call Center Dashboard


Operating a growing call center operation involves logging and assessing myriad moving elements at once. It can be close to impossible to manage these critical success factors without help from specialized software.

Increased Customer Satisfaction and Lower Call Volume During Rapid Expansion

Learn how a customized support solution for a rapidly expanding company resulted in increased customer satisfaction and decreased support calls.

The InsideOut Approach: Three Ways Managers Can Improve a Contact Center Culture

Contact Center Pipeline

Virtually every contact center understands the unique challenges its employees face: Agents often struggle with low pay, high stress, few chances for advancement, not enough training and poor leadership.

More Trending

How Field Service KPIs are Evolving in the New Normal


The COVID-19 pandemic has touched every area of life and field service organizations continue to be at the sharp end.

The Surprising Power of Ideas That Don’t Make Sense: Part 1

Beyond Philosophy

It seems logical to do what everyone else is doing successfully when you get into business. It makes no sense at all to do it differently, does it? It won’t be good for your career, your team, or your bottom line.

Giving Tenure Vs. Merit Increases Erodes Productivity in Your Agents

Contact Center Pipeline

For many of us, this month marks the time of year when yearly numbers start coming in. We get to find out how good or bad our contact centers were, on a yearly basis, and figure out what to do next. Let’s not waste this reflective opportunity, and instead let’s change our way of thinking […].

New Feature – Tips on Thursday

Steve DiGioia

As you may know, each Thursday morning I send out brief, easy-to-understand (and implement) tips to an exclusive group , my newsletter subscribers.

3 Signs You Need A Self-Service Consumer Insights Solution

Understanding consumers can be a complex task. Consumer research can be a lengthy process–whether it’s manual research or configuring and training first generation AI machines on what to look for in consumer feedback.

Amazing Business Radio: Cameron Weeks


Machine Learning in the Customer Experience. How to Utilize Technology to Create a Better Customer Experience. Shep Hyken interviews Cameron Weeks. They discuss strategies for improving both the employee experience and the customer experience using machine learning technology.

10 (Common) Challenges of a CX Cross-Functional Team


The most prominent challenges of running a cross-functional CX team and how to overcome them. Articles


The Surprising Power of Ideas That Don’t Make Sense

Beyond Philosophy

The Surprising Power of Ideas That Don’t Make Sense Part 1. If you go into business, you probably have checked out what the competition is doing first. In many cases, you might be tempted to do the same thing. After all, it is working, at least to some extent. However, we think that taking a different tack, choosing a different road, or embracing that idea that doesn’t make sense, will be a way to create competitive differentiation that you would otherwise not have.

Where Contact Centers Go from Here

Contact Center Pipeline

Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we work through the COVID-19 crisis, or will it change the way we operate in the future?

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

4 Ways to Improve Contact Center Operational Efficiency


Does your call center feel more like a burden than an asset? You’re not alone — contact center managers often find themselves faced with tough challenges, including clunky technology, dysfunctional processes, and less-than-happy customers.

5 Top Customer Service Articles For the Week of May 25, 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. How to calculate your customer retention rate by Bryce Baer. Zendesk) Churn happens. But a company shouldn’t run from its churn rate. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate.

Is There a Huge Miss in Your Reopening Plan?

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 and affiliated sites. The shipping clerk leaned across the counter to hand the customer a receipt.

How to Implement a Post-Purchase Survey to Boost Ecommerce Sales


The 8 steps to creating a successful post-purchase survey plan. Articles

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

How to Build Brand Loyalty by Improving the Customer Experience

ProProfs Blog

People think of loyalty as a customer for a lifetime, but it is really much simpler than that. It’s about the next time, every time. – Shep Hyken.

Why Customer Service Teams Should Flex Their Soft Skill Muscles


Soft skills are much more than just being nice. If you’ve put together a list of personal development goals lately, it’s probably looked a little like this: • Complete Javascript course on Codecademy. Work with data team on CSAT analysis trends. Increase CSAT score to 95%.

AI can revolutionize CX. Here’s how.


Harnessing AI-empowered strategies to improve CX is about knowing what works for your business to help you do more and become more for your customers. When you use the power of AI for enhancing customer experience, you are building stronger customer relationships.

Why Technology Won’t Help You Understand Your Customers


Were you surprised to read the title of this post? Do you believe that using technology to understand customers is the only way today? Then let me explain why I believe it’s not quite that simple. .

How to Create Strong Community Personas

Speaker: Carrie Melissa Jones, Community Consultant

Ever wonder how to build effective community personas? Join Vanilla Forums on Tuesday, June 16th at 12 PM ET as Carrie Melissa Jones, Co-Author of Building Brand Communities, clears away the noise around community personas and gives you a method for doing member research to refine your personas.

Get Our First E-Book to Help Train Your Remote Agents

The Call Center School

Remote work isn’t the future. It’s the present. With more at-home agents today, your service teams need training now more than ever. That’s why The Call Center School has created its first e-book, “ Agents at Home: How to Start Your Online Training Program.”.

9 valuable tips to build rapport over the phone


The relationships you build with customers comes down to how well you interact with them. To consistently deliver a better customer experience (CX) and forge meaningful relationships, it is imperative that call center agents like you are skilled in the art and science of rapport building.

Verint Virtual May Be Over—But the Exploring Is Just Beginning!

Monet Software

Thank you to everyone who made Verint Virtual such a success—and so much fun! While the event may be over, all content is now available on-demand until May 21, 2021. That’s right!

Tips for setting up your call center agents for success


Upgrade the training you provide to your call center reps so they can upgrade the service they provide to your customers. Here are some tips: Get the team acquainted.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.