Sat.Aug 31, 2019 - Fri.Sep 06, 2019

6 Considerations for Building a Purposeful Quality Scorecard

Customer Service Life

Image by Ray Shrewsberry from Pixabay. This article was originally published on the ICMI Blog on July 18, 2019. Click here to read the original post.

The Contact Center of the Future in the Distributed Workforce Era


As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all.

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Creating a Collaborative Virtual Team

Contact Center Pipeline

The percentage of people working from home has grown exponentially in recent years. New technologies make it so much easier for remote workers to perform their tasks. Creating an environment of collaboration can improve the performance of individuals and teams who don’t work face-to-face.

The De-Evolution of a Business


Not long ago I was with my friend, Nelson Griswold. He shared with me a phenomenon he referred to as the de-evolution of a business. It can mean the beginning of the end for a business, and it usually comes as a result of not listening to the company’s customers.

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!

Revealed: The Two Secrets to Customer Loyalty

Beyond Philosophy

Do you know what drives me mad? When organizations talk about loyalty, what they mean is, “the customer gives me all of their business.”. Customers giving you all their business isn’t customer loyalty on its own. They could give it to you out of habit , or because you are a monopoly.

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Contact Center Pipeline Magazine: Inside Our September 2019 Issue

Contact Center Pipeline

As I write this month’s message, I’m looking out the window at a beautiful, sunny day in Annapolis, MD. The Weather Channel is predicting a different story for our friends to the south over our Labor Day holiday weekend as they are in the bulls-eye of Hurricane Dorian.

Amazing Business Radio: Peter Fader & Sarah Toms


Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. Shep Hyken interviews Peter Fader and Sarah Toms.

The Surprising Reason That Tactics Alone Don’t Get the CX Job Done

Beyond Philosophy

There is a difference between strategy and tactics when you’re trying to solve a business problem. Most people jump straight to tactics and implementation, because it is the concrete stuff, the stuff that we can start doing now.

Alexa, How are My SLAs Doing?

NICE inContact

As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.

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A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Executive Interview with Matt McConnell, CEO of Intradiem

Contact Center Pipeline

Intradiem has been providing services to the contact center industry for almost 25 years. Contact Center Pipeline was thrilled to have the opportunity to talk with CEO Matt McConnell to learn more about the organization and workforce automation platform. What makes Intradiem unique in the industry?

Guest Blog: Mobile, Frictionless and Secure – The Experience Consumers Expect


This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns.

How and Why We Stereotype People

Beyond Philosophy

How and Why We Stereotype People and Things. Stereotyping is not considered a good thing, certainly not in politically correct circles. However, our ability to do it is hard-wired into our brains, and it doesn’t only apply to people. We can stereotype an organization, too.

Who are you #OnHoldWith? The Top On-Hold Offenders in the Retail Industry


Build a deck. Outfit a room. Fill a prescription. Get a birthday card. Purchase a television. Scoop up school supplies. Order a couch. Snap up a subscription. Spend. Spend. Spend. Rinse. Repeat.

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!

Why is Customer Engagement Important and Valuable?


The difference between a friend and an acquaintance is the regularity and depth of your communication. A friend is part of your day-to-day life. You speak often, and you’re familiar with each other’s lives.

5 Top Customer Service Articles for the Week of September 2, 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.

Basic Introductory Guide to Google Lens and Google VPS (Visual Positioning System)


Curious to know about Google Lens and Google VPS (Visual Positioning System) then you have landed into a perfect place. Here, is the glimpse of Google Lens and Google VPS (Visual Positioning System). Introduction. What is Google Lens?

Blocking and Tackling: 6 Rules for Contact Center Success

Transparent BPO

Interview with Thom San Filippo, Vice President of Customer Service and Experience Design, Dow Jones Thom San Filippo Blocking and tackling.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Get Ready for Our End of Summer Cleanup


Are you ready for a months-long sale? We’re certainly ready to bring you one. Our End of Summer Cleanup is here! Each of the coming Fall months will have their own deals related to our Dash Business Phone System and its accessories. Begin this month with discounts at all levels of our phone system.

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Report: Job Seekers Think Culture is More Important That Money

Toister Performance Solutions

A few of my friends are looking for jobs. Some are unhappy in their current role, while others are out of work for one reason or another. They've all told me the same thing about their search: there are jobs out there they could do, but they're holding out for something that's a great fit.

How To Create An Automated Sales Funnel

Joe Rawlinson

Ever had that moment where you’re working your fingers to the bone to follow all these marketing trends, building your email lists, publishing share-worthy content and basically rocking your customers’ world….

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Our Top 20 CX Influencers to Follow in 2019


With Unymira’s focus on customer service, we’ve put together a list of the top twenty CX influencers this year. Customer Experience

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

Artificial Intelligence is Transforming Customer Care

NICE inContact

Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages? Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge.

How to Manage Call Center Agent Auxiliary Time


Request Demo Talk to an Expert Contact Us One of the key aspects of running a contact center is agent time management. And while most of your agents' time is spent on the phone, it's just as important to manage the time that your agents spend off the phone.

Hurricane Dorian Updates - Carolina's


Employee Safety is Our Top Priority


Slack's Guru Power Users Share Their Knowledge Management Best Practices


When Slack’s Customer Experience team first started using Guru in 2016, the goal was to manage their team’s internal knowledge so their Customer Experience Agents could answer customer questions quickly and confidently.

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!

How BPOs are Improving Customer Journey in the Philippines?


The outsourcing industry is picking heights and more so in the Philippines where the companies are dedicating their most valuable assets to optimize the customer journey.

Intuit + SYKES: Together We Prosper


SYKES is excited to announce the expansion of our partnership with Intuit into Perry County, Kentucky, primarily supporting the QuickBooks brand.


3 Questions Every CSM Can Ask Themselves to Help Level Up Their Effectiveness.


Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. Being on the CSM frontline allows us to directly influence the success of our clients.