Sat.Oct 31, 2020 - Fri.Nov 06, 2020

3 Reasons Why Agent Satisfaction is the New Customer Satisfaction


We spent the last couple of months asking influencers and industry leaders how they thought the pandemic had impacted customer service. One recurring theme was that of agent satisfaction.

Why you need to see things from your customer's perspective

Toister Performance Solutions

Was it one friction point or 18? That's the question from a recent furniture buying experience. One seems minor, while 18 feels egregious. The answer depends on your perspective. I don't want to name the company, so let's just call them "Ceramics Shed."

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6-Step Process to Turn Your SaaS Customer Support into Customer Success


72% of companies say that improving customer success is their top-of-mind priority. For every complaining client, there are 26 who remain silent when they experience problems with a product and don’t contact a support team. [ … ].

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Winner! Winner! Chicken Dinner!


This is a crazy idea, but hear me out. When I was a kid, we had home-cooked meals almost every night. I thought my mom was the greatest cook in the world. She could make the best chicken. As a matter of fact, she made chicken almost every night.

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!

Diagnosing Customers’ New Behavior During the Pandemic

Beyond Philosophy

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Also, how many 5-star reviews does it take to offset a 1-star review? Probably more than one.

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The Paradigm Shift of Remote Support and the Future of Field Service Delivery


Field service delivery is undergoing a transformation. This paradigm shift has effectively taken the “field” out of field services, with the industry focused on servicing customers in the most efficient way possible. What does this mean for the future of field service?

Guest Post: How To Collect Marketing Insights That Can Improve Customer Service


This week we feature an article from Michael Magnus, a Strategic Communication lecturer and marketing consultant at Magnus Opus. He shares the process of conducting consumer research and how to implement your findings into the customer experience.

Diagnosing Customers’ New Behavior During the Pandemic

Beyond Philosophy

When I am shopping on Amazon, and a product has 3.5 stars, I don’t buy it. Now, 3.5 stars isn’t a bad rating; in fact, it’s above average. However, for me to place that item in my Amazon cart, it needs to have a rating of at least four stars or more. My behavior on Amazon is part of a broader concept called Negativity Bias, and it’s a massive influence on customer behavior.

Contact Center Pipeline Magazine: Inside Our November 2020 Issue

Contact Center Pipeline

Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and setting new records. That means we will continue to see major impacts on our contact center operations as we continue to manage the operational challenges associated with COVID. Fortunately, we are […].

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!

A Recipe for Success That Always Works – Tip #22

Steve DiGioia

Recently, I was asked, “what makes one business successful when another similar business fails”. Well, there are many reasons but here is the foundation of success for any business. I like to call it “ a recipe for success that always works ”. Here is My Recipe for Success.

Amazing Business Radio: Daniel Rodriguez


Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. Shep Hyken interviews Daniel Rodriguez , CMO of Simplr. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service.

How to Prepare Your Call Center for Shopping Season 2020


This year, the holidays are going to look very different from the past. With change and uncertainty looming thanks to the COVID-19 pandemic, you can count on one thing for sure — that your customers will be leaning heavily on your customer support team.

Agile CX 201—Practical Applications

Contact Center Pipeline

Remember being in school? I don’t remember much either, actually. But I do remember how classes were designated. The 101 class was always the introductory or beginner class, and it was usually more theory than practice. Next up in complexity were the 200 series classes, which were more about practical applications and designed for students […]. Technology agile CX AI analytics call center call center research cloud contact center COVID-19 customer experience CX work from home

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.

70+ Experts Reveal the Best Customer Retention Strategies During COVID-19


Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. Budgets have been compromised and priorities have moved online.

5 Top Customer Service Articles For the Week of November 2, 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. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg.

 Improved Customer Service Can Influence Growth


It is commonly said that excellent customer service is the driving force to support growth in business. The downside to this is that many companies forget this as they grow into larger corporations from their original small business.

Navigating shifting regulations now a priority for CMIOs


At the recent Health Management Academy’s (HMA) Chief Medical Information Officers (CMIO) meeting, a good portion of the discussion centered on the changing landscape of regulations and even more changes from CMS and ONC that are on the horizon. So, what changes are forthcoming?

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!

Raising our Collective Voice for Good: LiveVox Launches New Community Outreach Program


The LiveVox Executive team believes that the most important investments you can make as a leader are the time and resources you dedicate to developing a productive and positive environment, and that belief extends to our wider communities.


5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush


How to provide the best customer service and support during this unprecedented holiday season. Guides

How Useful is Net Negative Churn

Satrix Solutions

Every company faces some degree of churn. To combat this, companies turn to existing customers for upsell / cross-sell opportunities to offset lost revenue from downgrades or cancellations.

We’ve Launched Our Business SMS Texting Feature!


Business SMS stands as the feature our customers have requested most in the past year. We know SMS texting is important to them and that it’s a key component of many businesses’ marketing plans, so we’re happy to announce that VirtualPBX now offers this capability on several of our plans.

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Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

The Ultimate Dialer Guide for Your Outbound Call Center

NICE inContact

Contrary to popular belief, dialers are not used just for telemarketing. The right dialer can turn any inbound contract center into a powerful blended contact center to help accelerate business growth. The challenge is selecting the best dialer for the task at hand.

WFM Solutions for a more Agile Business World

DMG Consulting

WFM Solutions for a more Agile Business World. Change is born of necessity. The business world today is dramatically different from what it was 15 years ago, and not just because of the pandemic.

Why UX Design is Vital to User Satisfaction and Ongoing Job Security


One of the greatest changes that the current pandemic has prompted, is the increase in the use of technology. From smarter homes to an improved online experience, people have a lot to gain from the situation. This is why UX design is vital to satisfying our customers’ demands and needs.

What Came First COVID-19 or Poor Customer Service?

CSM Magazine

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI shows how to buck the trend using Artificial Intelligence (AI).

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.

How To Build a Powerful Black Friday Text SMS Campaign?


This November, the SMS marketing competition intensifies yet again as Black Friday knocks at the door. But this year, Black Friday is going to be really innovative as compared to the previous years.

Is contact center performance management something more than advanced reporting?

DMG Consulting

Question: Is contact center performance management something more than advanced reporting?

Healthcare and Public Health Sector - Shields Up Against Ransomware!


The Healthcare sector (often known as Healthcare and Public Health, or HPH) is currently under an all-out cyber-attack, again focused on hospitals and ransomware gangs of cybercriminals. Cybersecurity Cyber Recovery Ransomware