Mon.Jan 20, 2020

Why Longer Phone Calls May Actually Benefit Your Business


In today’s fast-paced world, we value time more than ever before. The phrase, “Time is money” is one that many businesses include in their training approach - and in few industries is this more prevalent than in that of the contact center.

How AEM Experience Fragments will empower your CX

Hero Digital

The truth is, you want your customers to experience your brand in a consistent and personalized way across all channels. And you want your brand’s content to stand out from competitors.

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How Recessions Impact CX Investments

Andrew Mcfarland

When the next recession occurs, what impact will it have on customer experience initiatives? How will companies behave? The answer depends on two dimensions – corporate strength and existing customer experience (CX) capabilities. Stop investing – businesses weak along both.

5 Top Customer Service Articles For the Week of January 20, 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. Customer Effort Score or Customer Satisfaction? by Martin Powton.

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!

If You Want Customers to Say Yes, Try THIS

Beyond Philosophy

Sometimes people say no to sales offers out of habit. They have rules or expectations going into the interaction that preclude them from saying yes. There are ways to overcome these habits.

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2020 Customer Experience: 20 Wishes


2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Get ahead by making significant turns yourself now. Forces on customers and business may otherwise make some turns that leave you behind.

20/20 Tech News: Putting Out Big Customer Service Fires in 2020


Happy 2020, Fonolo Followers! Welcome to our *new* biweekly news roundup, where we give you the latest and greatest in customer service technology, news, and views. If you want to see these saying ‘Hello’ in your inbox this year, you can subscribe here. No fear.

Integrate Live Chat & AI to Your eCommerce Business [& Learn How to Do It Right]

Win the Customer

2018 saw the eCommerce industry grow by over 25 percent with 2019 showing no signs of a slowdown for the industry. The eCommerce boom has resulted in lots of competition. Businesses need to rise to the challenge to stay relevant.

To qualify you must comply? We take a look.


Chances are your competitors are not as aware as they should be about regulation and legislation compliance which can often offer a competitive advantage. Continue reading → The post To qualify you must comply? We take a look. appeared first on CustomerCount.


8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

2020s Customer Value: 20 Wishes


2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Get ahead by making significant turns yourself now. Forces on customers and business may otherwise make some turns that leave you behind.

The contact center monthly performance review by Robert C. Davis and Associates: Setting up your team for success

Robert Davis

By Bob Davis , Founder and CEO, Robert C. Davis and Associates. Recently, I received a phone call from a supervisor at one of our clients. When we started working with this client six months ago, they didn’t have a robust monthly performance review (MPR) process in place.

How to Design Your Perfect Customer Service Plan

CSM Magazine

In an excerpt from his book, Achieving Excellence Through Customer Service, John Tschohl provides a guide to preparing a plan for customer service success.

– Getting the Most Value for My BPO –Part 2: The Long Explanation of Pricing in Call Center / BPO M&A

Outsource Consultants

This article is part of a series entitled: Getting the Most Value for My BPO. Part 1: Determining Goals, Defining Value, and the Mechanics Part 2: The Long Explanation of Pricing in Call Center / BPO M&A Part 3: The Exit Strategy.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Smile and the World Smiles With You—Unless It’s Fake

CSM Magazine

Shep Hyken reflects on the importance of a genuine smile when dealing with customers and why you should ‘hire for attitude’ One of our faithful subscribers emailed me a story. He was at a store, and the employee was friendly and engaging.

“How Good or Bad is the Service You Provide” by Ron Kaufman

Up Your Service

Transcript of “How Good or Bad is the Service You Provide”, from a keynote speech by Ron Kaufman for the SWIFT Operational Forum Asia event in Singapore. ~ ~ ~ ~ ~. How good or bad is the service you provide? Who has the answer to that question? Let’s go back to the definition.

10 Phrases Good Managers Say Regularly

CSM Magazine

Here are ten statements that leaders say regularly that shows they care about their people more than their title. Good managers are different from other bosses. If you have had one lately you probably noticed they have high standards, are upbeat, knowledgeable and straight talkers.

Customer Experience Personalization is Required for Selling Success


Marketing professionals almost universally acknowledge customer experience personalization as an essential element of any complete marketing strategy. The universal appeal of … Continue reading "Customer Experience Personalization is Required for Selling Success".

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

Call Journey starts a jam-packed year with Genesys Global Kickoff

Call Journey

A few days into the start of a new decade, Call Journey, a leading pioneer of Conversation Analytics, is already pushing forward an even more productive year by attending the recently concluded Genesys’ Global Kickoff in Orlando.

Product update jan 20, 2020 Campaign


Winter is here, and we all definitely feel it! It’s 36 degrees outside where I’m based in California, and I know it’s much colder for many of you. This is the right time for us to close on Sedona with the last sprint and kick off our Copenhagen winter release.