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Performance measurement isn’t a new concept. Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”. MORE
My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.” MORE
Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. MORE
Customers have begun choosing live chat as their preferred customer service contact method. Live chat has been available for decades, but in today’s technological age, it is surpassing other forms of communication. MORE
Call Recorders Can Save You from Disaster. Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. MORE
Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. Of course, we ate too much but at least we got some sun on our faces and a day in the fresh air. MORE
Consumer trust is the most important attribute of any successful brand. And it should always be a top priority, if not the top priority, for any business. Positive interactions with your company—in every capacity—build trust and brand integrity. MORE
We are happy to announce this month that we have made some important changes to our VoIP plans. Our 2021 Business Phone Plans lineup now includes a new plan called Spark, and we have made more high-level features available to all our customers. MORE
This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the song as part of my Saturday morning playlist. MORE
Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude. MORE
I write about the behavioral sciences a lot. I advise on some first steps for you to implement strategies based on behavioral science findings. However, I haven’t written about what you should do to make sure it works. MORE
All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests. MORE
108 My 10-year-old son thinks I am so old, I roamed the earth alongside the dinosaurs! He is right in one way: I started in the contact center industry when things were very primitive. In fact, I began as an agent in the “Phone Age” (rhymes with “Stone Age”). MORE
As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service MORE
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Expected Wait Time (EWT) is the length of time a customer has to wait in the queue before an agent answers. However, it’s not quite as simple as it sounds. There is a systematic approach to calculating EWT which should factor in things like staffing, handling time and the wait time of recent calls. MORE
Search any topic on the internet, and you’re going to experience two outcomes: truth and misinformation. Nowadays, it’s hard to decipher which is which as we experience inundation from sources left and right in a 24/7 news cycle that doesn’t take a rest day. MORE
Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center MORE
When it comes to your bottom line, pricing your products and services is essential. Price it too low and you can’t keep the lights on. Price it to high and nobody will buy it—and you still can’t keep the lights on. So how do you increase your margin (and keep the lights on)? MORE
With public cloud adoption becoming the way of life for the increasing number of organizations looking to solve business challenges with remote working, questions about its security implications are inevitable. MORE
When it comes to creating a centralized knowledge base, the tool you pick is just one piece of the puzzle. MORE
One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement. MORE
Do you have an intentional growth plan for your employees that aligns with your company’s growth plan? Creating an employee growth plan is essential and can impact the company meeting their strategic goals. MORE
Did remote work work for contact centers? It depends on who you ask. There’s a gap in remote satisfaction, and it seems most managers are in a rush to get back to the office. MORE
Many moons ago — in what feels like a former life really — I took a press trip to the Kimpton Gray Hotel. If you’re not familiar, it’s a high-end boutique-style hotel brand (owned by IHG) that sits in a historic, opulent landmark building in “the Loop” downtown Chicago. MORE
2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another. MORE
This week we feature an article by Nathan?Liao, Liao, the founder of CMA Exam Academy. He writes about how businesses can be more successful by implementing changes that will boost client satisfaction. MORE
The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home (WFH) make a successful transition to a more permanent model? Having the right remote-work tools in place to support WFH agents is key. MORE
It’s no secret that Customer Success teams can occasionally get overlooked, or that organizations struggle with consistent cross-team collaboration. I know this firsthand, because as a Customer Success Manager at ChurnZero, I see it happen all the time with customers. MORE
Your knowledge base needs to be up-to-date, and onboarding needs to be thorough and quick. ?. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Scaling a support team as the customer base grows and evolves is a common challenge faced by start-up leaders. MORE
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