Trending Articles

9 Call Center Environment Best Practices


Cultivating a productive call center environment involves optimizing many different facets of its operations. From facility design to computer systems and software integrations, all aspects of your call center that impact its internal atmosphere can affect employee performance.

5 Top Customer Service Articles For the Week of February 24, 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.

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Amazing Business Radio: Claire Sporton


The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. Shep Hyken interviews Claire Sporton.

Operation Social Media… 2020

Contact Center Pipeline

Here we are… welcome to 2020! We have just completed the second decade of this new millennium. Change” is the best word to describe the overarching force as we kick off another new year. Change and learning go hand in hand and some lessons are deeper and more meaningful than others.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

The hidden success for brands in the future

Beyond Philosophy

Where AI Meets CX: The Remarkable Future for Humanizing Brands. Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. One area that we see interesting applications of AI Technology is the brand personification and social media management.

More Trending

Operational Challenges in the Call Center Industry


There are numerous issues for which call center managers and leaders must account in running a successful customer support operation.

Predictive CX Trends for Both Customer and Business Success

Contact Center Pipeline

For years we’ve been obsessing over meeting the customer’s every need, answering every question, and simplifying every interaction. And yet we’ve largely overlooked a fundamental aspect of good customer experience (CX): solving problems before they occur.

Where AI Meets CX: Inventor of the Hashtag Shares Innovative Concepts Pt 2

Beyond Philosophy

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms.

Add Agent Specialization to Your Customer Support Strategy


There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Moving VOC to the center of the enterprise once and for all


The genuine voice of your customers should be the center of your strategy. AI-powered speech analytics deliver valuable insights so that organizations can observe solid results across the enterprise. This makes for happy customers, employees, shareholders and leaders.

Guest Post: 5 Strategies for Mastering Customer Experience at the Point of Sale


This week we feature an article by Mathew Cooper, a Content Marketing Head at POS Plaza. He shares tactics to help ensure a point-of-sale system will enhance the customer experience.

Sales 180

Meet Lori Bocklund: Our February 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Lori Bocklund is President of Strategic Contact, an independent consulting firm that helps companies optimize the value of their customer contact technology and operations.

What Should Be On My Customer Service Job Résumé?

Customers That Stick

What should be on my customer service job resume? I’m going to answer this in one word. Passion.

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

A Better and More Collaborative Guru


product updates


Talking about AI ( Artificial Intelligence) with Jared Mendez, CTO, of Ansafone Contact Centers


In this full podcast interview, we talk with Jared Mendez, CTO, of Ansafone Contact Centers about call center technology and artificial intelligence. Ansafone Contact Centers is a national call center that offers omni- channel call center services and bilingual services.

The Cult of Amazement


In the updated and revised edition of The Cult of the Customer , I cover the concept of amazement. This may be old news to my followers, but it is worth repeating. Amazement does not come from a WOW or over-the-top experience. Those happen on occasion, especially when problems are handled well.

The Top 7 Customer Success Trends for 2020


As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

The Non-Designer’s Design Book by Robin Williams (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at The Non-Designer’s Design Book by Robin Williams. Check out the video below to hear Adam’s one win that you can take away from The Non-Designer’s Design Book to improve your organization’s customer experience and customer service.

Quickly Solve Service Problems with Five Whys

Toister Performance Solutions

New hires were struggling in the contact center. The reason was a mystery to the customer service leader. Her company had a comprehensive training program, a dedicated trainer, and supportive supervisors. Yet it was taking new employees too long to get up to speed.

Self-service, AI Chatbots, Knowledge Management – How to Evaluate their ROI


Customer self-service ROI. When monitoring the performance of a self-service initiative, there are a variety of different KPIs to keep track of in order to allow ROI to be measured.

Top Five Reasons Your Call Center Needs Performance Management Capabilities

NICE inContact

Utilizing performance management software can be a major competitive advantage for your call center. Here’s five reasons why. Workforce Optimization Agent Engagement Customer Experience

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

Hear it from One of Our Top call Center Agents, Erick Rodriguez – Shift Lead- from Ansafone Contact Centers


Ansafone Contact Centers is a national, award-winning BPO contact center based in Miami, FL and Santa Ana, CA. With other multiple geo locations, Ansafone can help with any call center solutions.

How Customer Service Has Changed?

Customers That Stick

One question I’m often asked, particularly when doing media interviews, is how customer service has changed in recent years. Obviously, the changes have been immense, particularly if you go back 20 or 30 years.

Seven Ways to Optimize Your Existing Service Channels

Toister Performance Solutions

I always call to order pizza. My favorite pizza place, Mountain Mike's , has an online ordering system. But that would require me to create an account, remember a password, and click through a bunch of options each time I wanted to place an order.

The difference between transactional surveys and relationship surveys


There are two types of surveys: relationship surveys and transactional surveys. Relationship surveys measure the overall health of your relationship with your customers. Transactional surveys are used when measuring something about a specific interaction with a customer. Feed generated with FetchRSS

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

3 Essential Ingredients to Digitally Transform Customer Service

NICE inContact

In this video, the next in our series on Transforming Customer Experiences, Vit Horky, Sr. Director, Digital Experience, talks about the fundamental changes taking place in the customer service market as the result of newly arriving technologies and changes in consumer behaviors.

Our Up and Close Podcast Inteview with Terra Saffen, Dir. of Operations-West Coast of Ansafone Contact Centers


In this full podcast interview, we talk with Terra Saffen, Dir. of Operations-West Coast of Ansafone Contact Centers about what it's like to work for a national call center and the ins and outs of the industry.

How to Use Customer Lifetime Value to Manage Employee Empowerment

Customers That Stick

Employee empowerment is one of the most underrated tools in the customer experience leaders toolbox. Employee empowerment is what I call the win-win-win of customer experience leadership.