Contact Center Pipeline

DECEMBER 22, 2017

Wishing all of our readers a safe and happy holiday season, and a prosperous new year!

Contact Center 113

Contact Center Call Center 113

COPC

DECEMBER 22, 2017

I spend a lot of time and money in The Home Depot. They always make me feel welcome. I frequent two different Home Depot stores in my home state of Texas, and I have the same experience in either store. I’ve come to expect them to know my name, and they do. I’ve come to expect them to ask about the last project we discussed, as well as the next one coming, and they do.

Management 40

Management Customer Experience 40

CSM Magazine

DECEMBER 22, 2017

Business owners who have had great ideas know this feeling. You’ve had the stroke of inspiration, and you’ve used it to develop this excellent product. You know that people need it, and you can see how it can be innovated in the future. You’re all set. But then there’s the customer. Finding them is one concern, while keeping them and keeping them happy is another.

Advertising 40

Advertising Customer retention Consulting Consulting 40

Branch Mesenger

DECEMBER 22, 2017

It’s been good days for America’s dollar stores. Despite the doom-and-gloom reports that retail is facing the end of days, the dollar store concept has been a smashing success. In fact, dollar stores seem to be successful doing the exact opposite of what other major American retailers are doing. As malls continue to lose tenants and retail closures continue, the dollar store continues to see positive growth and upward trends of success: Fueled by explosive growth, dollar retailers continue to op

Finance 48

Finance Sales Employee engagement Personalization 48

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CSM Magazine

DECEMBER 22, 2017

The saying goes; absence makes the heart grow fonder. While that may be true in some cases, another old saying is also true: Out of sight, out of mind. Both hold shades of truth for any of us wanting to communicate more effectively with people when we are separated by space. More often though, the second holds more truth at work than does the first.

Consulting 40

Consulting Consulting Personalization Management 40

ClientSuccess

DECEMBER 22, 2017

Scenario. As a customer success manager, you probably sit down every day to a calendar full of scheduled meetings and a bursting inbox. You likely have some priorities in mind, but you also want to figure out where you need to focus your efforts in order to make the largest impact. All customer success managers (CSMs) fight a constant battle–go with the flow and get swept up in customer requests, questions, and fighting fires, or make a careful plan and do as much proactive work as you can

Management 41

Management Morale SaaS CRM 41

Aspect

DECEMBER 22, 2017

As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. So, we have compiled the top 10 fan-favorite blog posts from the last year. From building chatbots to improving agent engagement, there was a wide variety of topics covered and read over the year. Let’s break it down: Prevent Call Center Agents Fatigue using WFM.

Chatbots 48

Chatbots Coaching Contact Center Self service 48

CSM Magazine

DECEMBER 22, 2017

Shep Hyken offers some solid tips to ensure your customer service takes off in the coming year. According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. This is huge. This means that more than three-quarters of your customers will not give you a second chance if you don’t give them the customer experience they expect the first time around.

Customer Service 45

Customer Service B2C B2B Surveys 45