Thu.Jan 23, 2020

Three Major Predictions for the 2020 Contact Center

Contact Center Pipeline

In today’s highly dynamic digital economy, there is no set safeguard against uncertainty. We live in an era where a single tweet or photo can completely reshape a brand’s perception—for better or worse.

Why Your CX Job is Probably on the Line This Year

Beyond Philosophy

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. It is a bold prediction, and I agree with it. Why are so many Customer Experience professionals facing the ax this year?

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The Top 7 Churn Management Strategies for B2B Enterprises


You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan.

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Lead Generation World:  A Q&A with CEO & Founder Michael Ferree


We just got back from a dynamic industry trade show in Denver, Lead Generation World. The conference proved an amazing opportunity to network with both new and familiar faces. Together, we learned more about the challenges and solutions taking place in the changing lead gen industry.

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.

What is Customer Value and How to Create It

ProProfs Blog

If I were to ask you what is customer value, what would you say? How loyal are they to your brand? How much do they spend on your products? Or any profit you reap from your customers? I’d say you are spot on. .

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Capture Knowledge From Your Inbox With Guru’s G Suite Add-On


The modern inbox is the center of work, containing everything from one-off questions to meeting invitations to team-wide announcements.

Improve Customer Focus with Whole Company Support

Toister Performance Solutions

Imagine contacting customer service and getting connected with the CEO. That's a real possibility if you reach out to customer service software provider, Help Scout. CEO Nick Francis is one of many employees outside the customer support department who regularly answer customer emails and chats.

2019 CX Retrospective: The Year of Value Metrics


What a close to the decade! Is it fair to say that the 2010s were the decade of the customer? We certainly think so. Over the past ten years—and especially in 2019—the evolution of the customer journey accelerated dramatically, pushing enterprises like ours to constantly bring value to customers.

Add a Business Phone Line for Strong Customer Support


It’s possible that, as your small business support services have grown, your platforms have remained limited to online chat. You need to add a business phone line to prop up that online presence.

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.

Live chat support best practices

TELUS International

Customer Service Channels

LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020


Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. .

Announcing the first winner of the #LoveLocal grant


We’re proud to announce that Hawaii-based Kalapawai Market has won the first #LoveLocal grant! They will receive $5,000 and a year of free Fivestars to help recover after a devastating burglary on Thanksgiving Day. Our company was founded with a strong belief in giving back.

LinkedIn Emerging Jobs Report | The Rise of Customer Success in 2020


. Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. .

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.

To Sell is To serve and To Serve is to Sell


To Sell is To serve and To Serve is to Sell How we interact with businesses have changed. In a digital-first buy cycle, contact centers have become a critical determinant of customer experience and value creation. Consumer interactions have become a prime stage to upsell and make product promotions.

The Importance of Call Center Leadership for Workforce Management


Nearly $700 billion is wasted by American businesses every year doing what can be considered unnecessary administrative tasks. These tasks are small or simple enough that automation could handle them, saving these businesses valuable time and money.

3 Considerations When Implementing a Conversational AI Application


This blog was written with help from Sheetal Sekhar. Conversational AI is a subset of artificial intelligence (AI) that refers to building a voice or text assistant that can engage in human-like dialogue, capture context, and provide intelligent responses.

5 Tactics to Pocket for Future Coaching Sessions with your Agents: Coach Using Data to Improve Employee Performance Management in your Contact Center


Only one in four employees think that their managers deliver meaningful feedback, or that the feedback they get helps them work better. What’s worse, a slim 21% of employees think their performance is managed in a way that motivates them to do outstanding work.

Your Complete Customer Engagement Handbook

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

[Webinar] Going Beyond Channels: The Importance of Delivering Omnichannel Experiences?


A few weeks ago , I got a text message from my bank inquiring if I had made a few purchases with my debit card they deemed suspicious. I logged into my mobile banking app and learned t t hese charges included a $1.00 charge at a gas station more than 100 miles from where I was.

What Every Executive Should Know about Customer Service Outsourcing

Working Solutions

In an era of instant communications that span a dizzying variety of consumer technologies—from Instagram and live chat to email and good, old-fashioned voicemail—it’s become a major challenge to maintain proactive and effective service that can engage every customer and prospect at every place they congregate. As we explored in a recent post about disruptive […]. Call Center Outsourcing on demand contact center

Don’t Put All Your Eggs in One Basket.

Ann Michaels and Associates

Why not? If you carry them carefully they may not break. But one little bump in the road could ruin everything. We use this expression for multiple reasons. Perhaps your stock broker has used it as a pitch for the importance of financial diversification.

3 Things Companies Can Learn from “Love It or List It” to Create a Better Employee Experience


I’ll admit, I’m a big fan of HGTV’s “Love It or List It.” It’s got something for everyone: drama, architecture, design, interpersonal conflict, suspense… what’s not to love?! But more than that, it explores the various considerations at play when people make important decisions.


How to Create an Exceptional Customer Experience

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

5 Challenges Your Contact Center Could Be Facing In 2020


One of the most difficult environments to work in, contact centers can be more than challenging for managers and agents. Between trying to maintain positive support to frustrated customers, budget cuts, technical issues and more, it can sometimes be testing.

Why Building a Community Is Crucial for Your Brand


Unless you’re in the middle of nowhere, there are probably a number of different products around you. Whether it’s a chair you’re sitting on, a computer you’re using for work, or a favorite mug sitting on your desk. What’s the first thing that jumps into your mind when you think about those items?

Quality Standards: As many as you need, but as few as possible

Brad Cleveland

Can you have too much of a good thing? Well that can certainly be true with quality standards. If you have way too many, your team will become numb to them. My recommendation is to establish as many quality standards as you need, but as few as possible.