Trending Articles

Is Customer Experience Dying? The Three Pioneers of The Movement Debate

Beyond Philosophy

Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there.

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Boosting Business Prospects with the Physical Multichannel

Contact Center Pipeline

The closure of non-essential shops, remote working and online social gatherings has been the norm for over a year.

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What do you do when a customer threatens self-harm?

Myra Golden Media

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation.

Omnichannel customer service: Tips for great experiences

Callminer

Getting omnichannel customer service right involves balancing myriad moving parts. This blog shares what makes omnichannel customer service important and how you can master it.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

How to Reduce Returns: 8 Tried & True Tactics

TechSee

Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% of total U.S. retail sales – in 2020.

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How to Train Your Call Center Agents to Exercise Empathy

Fonolo

Emotional intelligence has always been a hot topic in the customer service world.

Record it All: Unlocking the Value Within Voice Data

Contact Center Pipeline

There are more ways than ever for customers to interact with a company—from chatbots to text, email and even social media. But despite the rise of new digital communication channels, voice still reigns as king when it comes to sales and customer support.

Call center analytics software buying guide

Callminer

Call center analytics software is an important tool in optimizing, growing and making your call center more efficient. Learn what's needed to discover and acquire the best solutions on the market

How We’re Improving Accessibility and Usability at Guru

Guru

Creating an accessible, equitable, and highly user-friendly application has always been a top priority for Guru. We believe that our tool has the power to give everyone access to the critical information they need to succeed in their jobs—inclusive of users of all cognitive and physical abilities.

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The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

Big Controversy: Should We Stop All Certification Now? Join the Debate…

Beyond Philosophy

Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you only talk to people who agree with you, how would you know when you are wrong? In this episode, I debate with Customer Experience critic Alex Mead , Chief Customer Service Experience Officer, about how we Customer Experience influencers are doing everything wrong.

27 Helpful Customer Support Tools and Resources

Help Scout

To get the most out of your customer service team, they need access to the right support tools and resources. Here are 27 to consider. Read the full article

Looking Good: An Amateur’s Guide to Zoom Success

Contact Center Pipeline

I am taking liberties with Zoom’s brand name, as it appears that the masses use the word Zoom as a noun, referring to video meetings in general. This is true even when using Teams, Skype, Webex, etc., and so it shall be here. We have all spent an enormous amount of time in Zoom meetings […].

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The Pros and Cons of Working in a Call Center Environment

Fonolo

No matter where someone’s working, there will always be positive points and pain points. Though they vary from person to person, there are a few universal pros and cons to working in a contact center environment that all agents tend to agree on.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Old School Ideas Can Have Big Impact 

Shep Hyken

Many years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, “Dad, what’s this?” I explained it was what we used before computers and keyboards were invented.

Tales From the Contact Center Crypt

LiveVox

The customer journey can be a frightful one, filled with a gauntlet of ghastly experiences. Neverending wait times. Phone tree trapdoors. Dead-eyed agents repeating the same questions. Oh, my! It’s downright chilling.

The Power of Video within Support with Loom [Podcast]

Nicereply

When are “Ums” while recording a video ok, and when should it not be used? You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Support communication has evolved.

Call Center Shrinkage : Strategies and Tools for Decision-makers

NobelBiz

Assume your contact centers employs 500 agents to answer incoming requests from your clients. Exactly how many of your company's 500 employees are working?

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Deepfake Audio Detection in the Call Center

pindrop

Another synthetic fraudster attack was in the news recently. This time, it was a deepfake audio – contrary to Anthony Bourdain’s deepfake , this attack happened over the phone channel.

“Digital First” and Transforming the Contact Center Associate’s Role

The Northridge Group

One thing we’ve learned from the COVID-19 pandemic is that people love ordering products and services online. The age of “digital first” interactions—in which customers encounter businesses online rather than through traditional phone or in-person channels—is here, and it dominates our daily lives.

Managing Health Insurance CX During "Crunch Times" and Year Round

Cyara

When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season.

40+ Stats You Need to Know About the Power of Customer Service

Nicereply

Use these stats as an argument to prove to your executives the power and value of investing in customer service. It’s often more challenging to see the value of customer service costs compared to other business investments.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Automation and Relationships: Choosing the Best KAM Software

Kapta

Your key account management teams need to be talking to client contacts, managing the customer experience, and growing their book of business.

Visit Sea Sat, the Customer Service Restaurant

Help Scout

Some customer questions are difficult, but that additional effort goes unnoticed outside the team. What if those costs were shared on a menu? Read the full article

Customer Journey Optimization: 2021 Beginner’s Guide

Totango

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer satisfaction is the key to success and the contact center plays a vital role

NICE inContact

In 2021, customer satisfaction is the competitive battlefront. Businesses today face unprecedented amounts of competition as they try to differentiate themselves on the customer service experience. This is true even of niche businesses.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

On-site, Work-at-Home, or Hybrid Staffing: Which Model Is Best for the Call Center Industry?

CustomerServ

The COVID-19 pandemic forced a seismic change in employee staffing. Many, if not most, companies rapidly shifted from an in-office environment to remote work. Nowhere was that shift more apparent than in the call center industry.

The Nexus of Employee Satisfaction and Productivity

Helpware

In today's business climate, happy workers mean better output. How can you boost employee satisfaction and productivity levels higher

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Omnichannel Marketing Strategies – How TeleDirect Can Help Today

TeleDirect

Outsourced Omnichannel Call Centers | Omnichannel Marketing Strategy & Implementation | Complete Call Center Support for Any Omnichannel Service. Remember the days of single channel marketing?