Sat.Aug 24, 2019 - Fri.Aug 30, 2019

What Type of Relationship Do Your Customers Expect From You?

Beyond Philosophy

Imagine you are selling a used car. Now, imagine your surprise that the person who wants to buy it is your brother. How would that be different from selling your vehicle to a stranger? Would you haggle as hard? Now, to be fair, if it was my brother Neil, my answer is yes.).

Morale 365

3 Things to Know Before You Talk to Your Next Challenging Customer

Myra Golden

You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

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Why Is It Important for Customer Support to Use Social Media

ProProfs Chat

The constant evolution of technology is changing the way we communicate. This has seen new forms of customer support come in. From toll-free numbers to automated chat boxes, these new ways are more accessible and more convenient.

It’s Not Where You Are. It’s Where You’re Going.


Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest point away from each hole.

The Secret of Creating an Effective Customer Experience (CX) Strategy

Beyond Philosophy

The Secret of Creating an Effective Customer Experience (CX) Strategy. What is the experience you are trying to deliver to your customers? This is one of our key questions we ask organizations when we consult with them.

Bet the Ranch, Bet the Brand

Contact Center Pipeline

The American Heritage Idiom Dictionary defines “to bet the ranch” as “to risk everything you have because you are certain of success.” This idiom most likely began at poker tables in saloons of the American Wild West.

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5 Top Customer Service Articles for the Week of August 26, 2019


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.

20/20 Vision: The Best Advice for Contact Centers in 2020 – The Experts Weigh In


Every year we ask: What can contact centers do to bolster their productivity, efficiency, and customer service offerings in the future? How can they survive and thrive in the face of so many variables?

How Technology Is Paving the Path to Contact Center Workplace Wellness

Contact Center Pipeline

For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on point.

Customer Retention Optimization Strategies to Keep Customers Long-Term


Your customers are your enterprise’s life’s blood. When you get a new customer, work to retain them and grow customer lifetime value. While the sales team will always be looking for new customers, retaining a current customer is far cheaper than finding a new customer to replace them.

Guest Blog: How Should You Grow and Sustain Your Customer Lifetime Value?


This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle.

Four Strategies to Help Your Team Resolve Customer Service Complaints Quickly


Want to order pizza for dinner? It will be at your door in 30 minutes. Looking for a date? An app can help you find that special someone. Need some work done around the house? You can summon a handyman that same day. In today’s world, we don’t have to wait too long for just about anything.

Top 5 Posts in August

Contact Center Pipeline

Millions of students returned to the classroom in August, which is National Back to School Month in the United States. In the contact center world, learning takes place every day.

Voice of the Customer – More Than Just a Survey

NICE inContact

Contact center managers often tell us, “My contact center. needs a customer survey tool so I can know what my customers are saying.” And these managers – like most of us – are conditioned to automatically think only of customer service surveys when they hear phrase “voice of the customer program.”.

Amazing Business Radio: Chris Bauserman


The Emotional Customer Experience. Understanding the Emotion Behind the Experience Economy. Shep Hyken interviews Chris Bauserman.

Always Leave a Place Better Than You Found It

Customer Service Life

Image by Michal Jarmoluk from Pixabay. This article was originally published on the FCR blog on July 17, 2019. Click here to read the original post. A childhood memory is etched in my brain. After spending a couple weeks at a friend’s cabin, we spent several hours on the final day cleaning.

Stop worrying and trust your customers.


Balancing free name pronunciation with revenue. Pricing is a touchy subject. How can you hand out free name pronunciations when your entire offering is name pronunciation? In the journey of building a startup, there comes, time and time again, a recurring question. How do you make money?

What exactly is employee engagement?

Toister Performance Solutions

Employee engagement has been a hot business topic for many years. There is a pile of research that tells us: Engaged employees are more productive. There are too many disengaged employees. Employee disengagement costs companies billions of dollars per year.

Exploring the Importance of Customer Lifetime Value


In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). .

The Lasting Impact of Ron Willingham

Integrity Solutions

“Success is more an issue of who you are than what you know.”. By Mike Esterday. That’s one of many enduring quotes from our friend Ron Willingham, who founded Integrity Solutions in 1968.

Sales 89

There Isn't an One-Size-Fits-All Customer Support Platform


Contact-Center-as-a-Service (CCaaS) providers like to make big promises. Some go as far as saying they have every currently available feature and tool and will fill all your support needs. Multichannel Support Contact Center Customer Support CCaaS

Latest Customer Service Trends to Watch For


“You’ve got to start with the customer experience and work back toward the technology- not the other way around.” – Steve Jobs. The new emerging customer service trends can drive the business to success.

How to Improve Your Customer Satisfaction Score (CSAT) Score


You have a good Customer Satisfaction Score (CSAT) but you want to make it even better. Here's proven-to-work tips on how to improve your CSAT score. Articles


Why Ask for Open-Ended Feedback?


Sometimes, asking your customers for open-ended feedback can be better than giving a long survey to answer. When you ask for open-ended feedback, the respondent usually comments on what they experienced to be the most critical things in the interaction they just had with your company.

Ride the WAVES to Digital Transformation Success


Digital transformation is a never-ending journey that requires organizations to continually update their technology to keep pace with innovation.

6 Business Tips to Help Ensure Your International Conference Calls Go Successfully


When you are hosting an international conference call, it is important to find proper ways to overcome language barriers, cultural differences and make everyone feel equal.


How to Use Surveys to Land More Business Leads


Listening to what your customers have to say and providing what they want is fundamental to the success of your business. Unfortunately, many companies make the mistake of deciding that they know better than their customers. How, though, can a modern business stay in touch with customers?

Top Call Center Etiquette Tips


Request Demo Talk to an Expert Contact Us Establishing great call center etiquette standards is one of the most important things you can do for your brand reputation. Oftentimes, a phone call made to customer service is a person's only live interaction with your business.

The next-gen tools telcos need to win over digital-first customers

TELUS International

Next-Gen Technology

10 Tips for Connecting with Customers Emotionally

NICE inContact

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand.

Nuance IQ is back for the summer


Summer 2019: Contact center transformation Last quarter, we saw the importance of humans and AI working together to thrive in the digital world. Nuance experts taught us what the human-AI interaction could achieve, and we saw the leading organizations already making it a reality.

Why VC Communities Should Include a Customer Experience Expert

Satrix Solutions

The number of Venture Capital firms shining a spotlight on customer experience with their own portfolio companies is on the rise. And given the recent conversations we’ve had with several Venture Capital (VC) and Private Equity (PE) firms, we know this trend isn’t going away anytime soon.

Jesús Hidalgo, Nuevo Gerente de País para Alorica Rep. Dominicana


Alorica República Dominicana anuncia el nombramiento de su nuevo Gerente de País, el dominicano Jesús Hidalgo, quién será el responsable de liderar las operaciones en la isla, donde Alorica es una de las empresas líderes en el sector BPO, empleando a más de 2,400 locales. Con más de 16 años de experiencia en el sector de las BPO, Jesús es un profesional que ha desempeñado diferentes posiciones. Source. Noticias


The 6 Best Ways to Show you Respect your Customers


More than one year after the introduction of GDPR in Europe and the CCPA in California, I wondered what has changed. And more importantly, I got to thinking about customer privacy and how to build a mutually beneficial relationship whilst also respecting it.