Trending Articles

Brouhaha in Broadcasting: The Cable Digital Transformation


The cable industry is at a crossroads. No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day.

How to Celebrate Customer Service Week (3 Steps)

Myra Golden Media

Download agenda, themes, certificates and more here! Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line!


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Understanding the omnichannel customer journey


Gaining an understanding of the omnichannel customer journey can make it easier to harmonize your marketing and customer service efforts across channels. Read this blog to learn more

I’ll Be Back! The Phrase We All Want Our Customers To Say…

Beyond Philosophy

Sometimes customers don’t come back. The two biggest reasons that customers do not come back are apathy and rudeness. With either behavior on your side of the experience, you will lose customers’ business. So how do you get them to say, “I’ll be back?”

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Future-IZE your KPIs… and Your Frontline Experience!

Contact Center Pipeline

Frontline focused! To make it in the future, contact center leadership needs to get down to the business of being “frontline-focused.”

More Trending

Nine call center initiatives to consider


Read how top call center initiatives can boost team morale and foster a sense of achievement among your call center agents, improve call center efficiency, and more

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Would Customers Pay to Do Business with You?

Shep Hyken

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services?

The Ultimate Guide to Small Business Customer Service

Help Scout

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. That’s not to say they can’t provide a top-notch experience — they absolutely can. They just need to be a little more focused with their efforts.

The Secret to Unlocking Service Excellence Is Data

Contact Center Pipeline

We know as consumers that there’s a certain feeling and satisfaction you get after having a really great customer service experience.

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.

How Tone of Voice Affects Customer Service


As the old saying goes: “you can hear a smile through the phone.” It may be a bit cheesy, but it’s true.

New Research Now Available on Improving the Hybrid Work Experience


What have we lost in replacing the office-first approach with a remote-first one? Two years ago, we might have assumed that a fully remote or even heavily remote hybrid work environment would be a productivity and company culture death knell.


Amazing Business Radio: John Jantsch

Shep Hyken

The Ultimate Marketing Engine. Creating Customers for Life. Shep Hyken interviews John Jantsch is a marketing consultant, speaker, and author of The Ultimate Marketing Engine. They discuss how to serve, understand, and create evangelists out of your ideal customers.

Remote Work: The Art of Keeping your Agents Engaged and Performing


With the advent of cloud-based solutions, companies and contact centers have been able to swiftly restart their operational flow in the context of remote work.

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!

Demystifying AI in the Contact Center

Contact Center Pipeline

Pop culture has, for better or worse, played an outsized role in how modern professionals understand artificial intelligence (AI). For those of us who grew up on “Star Wars,” the ever-present and droids C-3PO and R2D2 painted a picture of quasi-living computers as companions.

Guest post: 5 myths of Digital Customer Success


This month's guest post is brought to you by Condeco's arguably most customer-obsessed CSM – Erika Villarreal. She's about to bust five myths that all too often hold CS teams back when it comes to implementing and running digital-led customer success programs. Let's hear it!

3 Key Strategies For Call Center Customer Service


Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”.

Getting Customer Success Comfortable with Sales Conversations


When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.”

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The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

How To Move Your Support Team From Cherry Picking To Queue Crushing


If left unchecked, cherry picking can lead to poorly trained agents, frustrated customers, and burnt out senior team members. As humans, we like to avoid pain. This is a survival mechanism that has kept us alive for many years.

13 Call Center Training Tips For Upskilling Agents (+ Case Studies)


Call center agents are an essential part of your customer experience and brand. But they can’t delight customers without your help.

Why Your Firm Needs Litigation Support Services


Litigation support services refer to various backend tasks that help a law firm handle its day-to-day legal tasks for its client’s cases.

3 Keys to Q4 Contact Center Success in 2021

Outsource Consultants

There are two types of business leaders as Q4 approaches — those that are sweating the possibility of high volume activity in Q4 and those looking forward to it. But why would anyone worry about potentially high sales volume?

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Should You Use a Freemium SaaS Model to Sell Your App?


The freemium SaaS model , where you offer limited free use of your product to promote a premium version, has become common in the tech industry. But is it the best way to sell a SaaS product? We’ll take a closer look at what the freemium SaaS model is and what its pros and cons are.

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How to keep customers informed about shipping delays

Inside Customer Service

"The shipping container is stuck in customs." That's the best update I could get from our buyer and it wasn't encouraging. We had been waiting for a replenishment order from our overseas supplier for weeks. Backorders were piling up and customers were getting agitated at the wait.

Guest Post: 5 Tips to Enhance the Customer Experience

Shep Hyken

This week we feature an article by Jeff Pedowitz, ForbesBooks author of F The Funnel: A New Way To Engage Customers & Grow Revenue, and President and CEO of The Pedowitz Group. He offers five tips for brands to enhance the customer experience and in the process build brand loyalty.

4 Signs That Your Customer Experience Needs Urgent Attention


78% of consumers say they’ll do business with a company after making a mistake if the customer service is excellent. I have officially been a licensed driver for almost half my life. By this point, I don’t actively think about much while on the road— it’s all second nature at this point.

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!

Tips for Keeping Your Hybrid Workforce Secure


Earlier this year, ConvergeOne’s Gabrielle Lukianchuk (Vice President, Marketing) and Tim Femister (Vice President, Digital Infrastructure) were featured on Designing Spaces airing on Lifetime TV.

Learn What Influences Customer Satisfaction in Order to Increase Retention


Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. Here we’ll focus on five of the top factors which shape clients’ experience of your brand.

How to choose a conversation analytics tool: Watch out for these three pitfalls


Every day, we have conversations with companies who are serious about working to reduce customer effort—just like you. Those companies know they’re hard to do business with, and they’re ready to take that first step to change that.