December, 2020

The 5 Rules of Measuring and Managing Customer Emotions

Beyond Philosophy

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what what is a Customer Experience?” ” Nobody knew back then.

Managing Through COVID-19: A Roundup of Tips, Tools and Tech for Contact Centers

Contact Center Pipeline

We are finally at the end of a turbulent 2020. It has been quite a journey—with many more months of market uncertainty and workplace challenges ahead.


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The True Role of AI in the Contact Center


AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. And — it’s not quite what you’d expect. Read All the Contact Center Trends Here: Contact Center Trends 2021.

A Realistically Optimistic 2021


As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

23 Best virtual team building activities for contact centers

CX Global Media

Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future. Be a virtual team building expert by knowing how to keep your remote workforce engaged and motivated.



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This is the Most Significant Thing We Learned in 2020!

Beyond Philosophy

This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come.

Leading the Virtual and On-Site Workforce: 10 Top Practices for Managers

Contact Center Pipeline

Coronavirus has accelerated the virtualization of call centers worldwide, supercharging a trend that was already underway.

Are there any good reasons for delaying a CX listening or improvement programme?

Peter Lavers

Timing always seems to be an issue with new voice of the customer (VoC) surveys, capability building, and customer experience (CX) improvement programmes. I often hear “let’s deliver this (other) project first” reasons for delay.

Employees Love the Story, Too


Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. Reviews are where they start. High ratings can turn into high interest.

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!

Technical Reps or Agent Techs? The inter-changing roles of technical support and customer service


“You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.”

2021 Reality Check – New Technologies Available in the Contact Center


We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

Designing Country Culture into Your Global Experience

Beyond Philosophy

A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it.

Happy Employees Don’t Just Happen: Here’s How to Create Them

Contact Center Pipeline

Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely want them on your team. This is true in the best of times, yes, but also in the worst of times.

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!

Customer Experience Strategy Updates for 2021

CX Global Media

Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions.

The Story Tells the Story


What’s your story? What reasons compel your customers to do business with you? What gets them excited about doing business with you? Consider this.

Transforming CPG Inventory Management with Augmented Reality & Computer Vision


For a consumer packaged goods (CPG) company, inventory management is a never-ending cycle.

8 Proof Points that Buddy the Elf is a Contact Center Expert

Customer Service Life

I just love Christmas movies as evidenced by the dozen or so that I dust off and watch every December. In past years I’ve written about National Lampoon’s Christmas Vacation , The Holiday , and Arthur Christmas.

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.

Is Stress Becoming Intolerable?

Beyond Philosophy

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees.

Employee Engagement: 5 Lessons from a Pandemic

Contact Center Pipeline

How engaged people are in their work depends on a myriad of factors from corporate culture to manager behavior, from daily tasks to what’s going on in their personal lives.

5 Customer Experience Lessons for 2021 [VIDEO]

CX Global Media

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. But what will change in 2021? What needs to be reinforced, amplified, or simply stricken from your mind forever?

Amazing Business Radio: Philippe Mesritz


How Chatbots Can Deliver Better Customer Service. Leveraging Technology to Amaze Your Customers. Shep Hyken interviews Philippe Mesritz , Khoros ’ first VP, Customers for Life. They discuss how chatbots and other technology can help deliver a better customer experience.

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!

The dynamic duo: TechSee and Salesforce power ahead to drive digital transformation


Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations.

Our customers love us on G2


Just before wrapping up 2020, we have yet another reason to show appreciation for our customers. The G2 Winter 2021 Report is out! ?? And we’re proud to tell the world that Talkdesk placed number one in 18 reports, one more than in the G2 Fall 2020 Report. ??.

Designing Country Culture Into Your Global Experience

Beyond Philosophy

Designing Country Culture into Your Global Experience. A dull and awkward presentation in Singapore many years ago taught me an important life lesson: One must know the local culture when presenting an experience to people to evoke the desired response.

Reducing Customer Service Friction

Contact Center Pipeline

It has been months since the COVID-19 crisis suddenly shifted entire frontline teams home to work. Customer service operations in the hardest-hit industries are still struggling to perform at the most basic level.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

310: Nir Bashan – Filling the Creativity Gap in CX

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was.

Guest Post: How to Build Your Customer Experience Roadmap


This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one.

5 Proven Ways to Make your Contact Center RPA Successful


Ever since the Industrial Revolution, organizations have always looked to robotic technology as a way to advance their operational efficiency. Think sewing machines, factory conveyor belts, even traffic lights.