Tue.Dec 03, 2019

Amazing Business Radio: Robert Glazer


Elevate the Employee (and Customer) Experience. Making a Lasting Impact on the People That Power Your Business. Shep Hyken interviews Robert Glazer.

Contact Center Pipeline Magazine: Inside Our December 2019 Issue

Contact Center Pipeline

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2019. I […].

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Why Your Contact Center Knowledge Base Needs to be Visual


Agent: Hello, thank you for calling Longbow Telecom. How may I help you today? Customer: I think I need to reset my router but I can’t work out how. Agent: One moment please, while I access that information. Agent: Thank you for holding. I’m pulling it up for you right now.

The Best Way to Create a Customer Journey Map


The customer journey map is a visual representation of the customer journey. Customer journey mapping is a way to overview the customer journey that helps you to manage the customer experience. Feed generated with FetchRSS

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

The 3 Biggest Customer Experience Game Changers of the Last Decade

Customers That Stick

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought.

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The Knowledge You Needed in 2019: The Best of Guru ??


Somehow, 2019 has (nearly) come to a conclusion. It seems like just yesterday we were talking about New Year’s resolutions.


From vendor to trusted partner: The importance of shared values

TELUS International


The Top 5 Customer Success Manager Best Practices


Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value.

Bridge the Gap Between IT and the Business with WAVES


At ConvergeOne, every collaboration engagement follows the WAVES Methodology. The first step is a Workshop that helps our customers take an “outside-in” view of their environment.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

5 Predictions for Augmented Reality in Customer Service in 2020


Google Glass may have been ahead of its time, but with Apple’s rumored release of their own augmented reality (AR) glasses , it’s time to start taking the topic seriously. Customer Service Customer Experience Technology Augmented Reality Predictions

Make 2020 the Year of the Agent

Strategic Contact

For the past several years, everyone has been focusing on the customer experience. Delivering a good – if not great – customer journey is crucial for building or retaining market share. Customers expect to be treated well at every point of contact.

2020 Customer Experience (CX) Trends

The Center for Client Retention

Our customers’ expectations are growing exponentially. Although technology helps companies facilitate CX strategy, without the human touch our customers and our employees are vulnerable to poaching.

How Chat bots Change Staffing Practices


The 21st century has certainly seen waves of improvements and new technology in the business world. Some of these changes involve chat bots. Instead of speaking directly with a human being, customers and interested parties can speak with a chat bot.

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Bad News – Customers Don’t Care

Andrew Mcfarland

There is an interesting asymmetry in business. Despite teams of people dedicated to customer service and care, customers themselves do not care about our products, our services, or us. But surely this can’t be true! If customers didn’t care about. Customer Experience Drill bit Goals Objectives

Can you justify investing in all these digital channels your customers use?

NICE inContact

You need to invest in digital channels in order to keep pace with the way your customers are communicating today. But, how do you justify the investment other than to say that you know that is what your customers prefer?

Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off

Kristina Evey

It should old news to you by now that focusing on Customer Experience(CX) drives sales and customer loyalty. What stymies … Read More Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off. The post Self-Auditing Your Company’s Customer Experience for Value Opportunities Pays Off appeared first on Kristina Evey. Customer Experience Management Leadership Perceived Value Perception

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The Local Party Line – A Predecessor in Disguise


The “local party line” and modern forms of voice communication are more alike than you might expect. Party lines – where many people shared the same phone number and only one conversation was possible at a time – acted as the predecessor to Business Phone System features like audio conferencing and individual/group extensions. They each, in their own time periods, have responded to the human need for effective group interaction.

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Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

This is the Business Equivalent to the “Good morning” Text

Myra Golden

I picked up my iPhone and saw a text from a five-digit number. My heart gazelled – I just knew it was the airline telling me my flight was delayed, or worse, canceled. But it wasn’t. A delay that is. It was my airline saying, “We’ll see you soon!

How to Become a Customer Service Expert in 30 Days


It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. Remember, this is only temporary. Thirty days from now you’ll have this stuff mastered. In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. Within it, he popularized a concept that has come to be known as the “10,000 hour rule”.

4 Reasons Chatbots Fail


With so much research on and reasons why (and how) chatbots can add value for businesses and consumers alike, why is it that chatbots have gotten a bad rep? The short answer is poor implementations. The long answer is a bit more nuanced. . Here are four of the top reasons why chatbots fail and ways to overcome them : . No clearly defined business goals .

Welcoming Voice Comes With Hurdles | Technological and Generational


As the conversational economy grows and intertwines within businesses, it becomes more and more clear that this won’t be an entirely easy path. There are many hurdles that exist along this road, many related to the technology itself, including: Computational resources.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

SEO Affiliate Marketing: Why you should do it


Affiliate marketing is an industry that continues to show steady growth. Research shows that US affiliate marketing spending increases annually by 10.1% and is expected to reach $6.8 billion by 2020.

Voice Intelligence | Where Voice, and Fraudsters, Are Headed


We all know KBAs, or knowledge based authentication questions, are outdated – but can you imagine a world that relies solely on an authentication method that’s always been a part of you – your voice?

UP! Your Service is now “UPLIFTING SERVICE”

Up Your Service

Your Service – The brand that has been known and loved around the world is growing up. We are now becoming ‘Uplifting Service’ Here’s why we’re making this simple but very important change.

AI for Customer Care Automation

CSM Magazine

Volumes of business communication are growing constantly. A huge part of this is repetitive and time-consuming, but it is necessary for the enterprise to achieve success. That’s why intelligent automation is a priority for growing businesses.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Developing Unique Growth Mindset that Fuels Growth, Success, and Innovation


Vincent Manlapaz, in an interview with Brett Andersen, Director of Client Success at Degreed, shares the dynamic role of CS and provides clear-cut strategies to structure grow and manage expectations and opportunities across the entire organization.

I Quit: How Poor Treatment by Customers Leads to High Turnover in the Service Industry

CSM Magazine

How supervisors manage customer conflict also determines how long employees stick around.

5 Key Considerations When Planning A Digital Transformation

Connect Managed

At Conn3ct, we are seeing an increasing importance for businesses to be more digitally engaged and connected with their customers.