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.

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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

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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.

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.

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.

Live Chat Plugin for WordPress: 8 Ways It Can Power up Your Customer Service Game

ProProfs Blog

Do you know that the world’s most popular and widely used content management system now powers 34% of all websites on the internet? Question is, why is WordPress so popular?

Contact Center Cloud Migration Done Right

Speaker: Sheila McGee-Smith, Founder and Principal Analyst, McGee-Smith Analytics

Many companies are in the midst of migrating their contact center to the cloud. Understanding how best to execute the transition of premises to cloud is part of that process. Join contact center industry analyst and No Jitter blogger Sheila McGee-Smith as she discussed tried and true best practices for avoiding the potential pitfalls of CX migration.

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?

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.

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.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

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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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.

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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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.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Back to Basics: Contact Center Trending Technology 101

Upstream Works

The world of customer experience management is expanding and growing in complexity at an alarming rate. The requisite buzzwords seem to be promoted enthusiastically on each vendor’s website – all vying for a spot at the forefront of innovation.

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?

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.

Instacart offers in-app support on a global scale with UJET


Instacart removes the time and inconvenience of grocery shopping and gives it back to customers. As an on-demand service, it also offers the opportunity for people to supplement their incomes by picking groceries from a wide selection of stores and delivering them to customers’ doors.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

A.I. meets H.I.: Driving Growth and Improving Customer Experience

Call Journey

Conversation Analytics deploys the latest in AI for businesses to have deeper understanding of customers and drive a more personalized journey, enabling growth and improving Customer Experience. Companies are now embracing Artificial Intelligence (A.I.),

Why Brands Must Unify Customer Experience and Customer Success (and How They Can Do It)


Paul provides valuable insights into merging Customer Experience and Customer Success. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Labor Day Salute


Yesterday was Labor Day, and we joined our fellow laborers in a much needed rest. I think, given the work we do, a rework of Alabama’s classic “40 Hour Week (For a Livin’)” is in order. Here is our salute to the contact center workers. Enjoy, smile, and relate!

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.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.

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.

Are you putting your customer relationships at risk?


Are your call center agents wasting valuable time and money interrogating good customers over the telephone channel?

Top 10 ways to keep your online clients happy


Top 10 tips on how to keep your online clients happy as part of your reputation management activities. Continue reading → The post Top 10 ways to keep your online clients happy appeared first on CustomerCount. News online reputation reputation management