Sat.Jul 24, 2021 - Fri.Jul 30, 2021

Three tips for delivering great omnichannel customer service


As customer expectations shift, more and more expect a seamless experience across channels. Organizations need to deliver omnichannel customer service

How to Evaluate Call Center Agent Performance


Performance measurement isn’t a new concept. Italian mathematician Galileo was already talking about the importance of measuring progress in the late 16th century: “Measure what is measurable and make measurable what is not so.”.


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Is Live Chat Taking Over as Customers’ Preferred Contact Method?


Customers have begun choosing live chat as their preferred customer service contact method. Live chat has been available for decades, but in today’s technological age, it is surpassing other forms of communication.

The High Cost of Being Unprepared: How Field Services Can Create a Disaster Recovery Plan


2020 and 2021 have been roller-coaster years for businesses, having to respond and pivot from one crisis after another.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

5 Rules for Ensuring Behavioral Science Works for Your Business

Beyond Philosophy

I write about the behavioral sciences a lot. I advise on some first steps for you to implement strategies based on behavioral science findings. However, I haven’t written about what you should do to make sure it works.

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6 Important Soft Skills Every Call Center Agent Needs


Call center employees wear many hats! Agents are tasked with providing customer service, solving customer problems, and conducting research — all with a smile and a positive attitude.

Buying Guide: How to select the best call center management software


Call center management software makes it possible to optimize and improve a growing contact center. Here are tips that help you choose the best software for your own contact center

5 Rules for Building a Successful Customer Experience Team

Beyond Philosophy

My global Customer Experience consultancy, Beyond Philosophy, has been recognized by Financial Times as one of the leading management consultancy organizations for the past three years. People have asked me how I did it, to which I quickly reply, “loads of bribery.”

Why Customer Service Is Not an “Entry-Level” Position

Contact Center Pipeline

My 10-year-old son thinks I am so old, I roamed the earth alongside the dinosaurs! He is right in one way: I started in the contact center industry when things were very primitive. In fact, I began as an agent in the “Phone Age” (rhymes with “Stone Age”).

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

From the Front Lines: Common Experiences with Recent Load Tests


All around the world, Cyara's global Professional Services team has been busy running load tests. And regardless of the customer or the region, some things are common with these tests.


Pursuing a ‘Service-First’ View of Digital Transformation

Transparent BPO

Customer care providers should focus on clients, customers, and employees to achieve the right balance. By Jason Sterns, Vice President of Business Development, Transparent BPO The customer care industry has lost sight of a ‘service-first view of digital transformation.’

5 Rules for Building a Successful Customer Experience Team

Beyond Philosophy

A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

Top 5 Posts in July

Contact Center Pipeline

The post-pandemic recovery has begun, and Pipeline readers appear to be looking ahead to what the future contact center operation will be. Will work-from-home (WFH) make a successful transition to a more permanent model? Having the right remote-work tools in place to support WFH agents is key.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

The “Always” Concept: What We Must Always Do For Our Customers

Shep Hyken

One of the big concepts we teach in our customer service training programs is the concept of Always. This is the backbone of creating customer amazement.

Behind the scenes: Onboarding and training our customers from kickoff to implementation

NICE inContact

The success and satisfaction of our customers is our primary focus. The main feedback that the education and onboarding team receive post-training is regarding the positive relationship our customers build with the trainers and onboarding managers they work with.

How to Take a Change Management Approach to Knowledge Centralization


When it comes to creating a centralized knowledge base, the tool you pick is just one piece of the puzzle.

This Little Light of Mine… Keep It Shining!

Contact Center Pipeline

This Little Light of Mine” is a popular gospel song of unknown origin that is sung all over the world. I recently was surprised when my Spotify AI selected Sam Cooke’s version of the song as part of my Saturday morning playlist.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Visionary leaders turn to unstructured data analytics to lead the way in 2021


At the beginning of 2021, our research leaders took a look back at the trends that surfaced over the course of the pandemic year, and made some predictions about the future.

5 Best Practices for Hiring a Customer Success Manager


Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Guest Post: Tips to Boost Client Satisfaction in the Post-Pandemic Era

Shep Hyken

This week we feature an article by Nathan?Liao, Liao, the founder of CMA Exam Academy. He writes about how businesses can be more successful by implementing changes that will boost client satisfaction.

Your Ultimate Guide to Brand Perception

ProProfs Chat

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Debunking 5 Conversational AI Myths


Search any topic on the internet, and you’re going to experience two outcomes: truth and misinformation. Nowadays, it’s hard to decipher which is which as we experience inundation from sources left and right in a 24/7 news cycle that doesn’t take a rest day.

Connecting the Dots for Customer Service in a Hybrid Workforce

CSM Magazine

Benedict Bleimschein, COO and Vice President of Customer Success at Mindbreeze looks at the challenges for customer service employees working in a hybrid workplace and suggests new tools that can help them. One size does not fit all when it comes to customer service strategies.

Uniphore & Jacada Help You Innovate Your CX


On July 27th 2021, Uniphore and Jacada signed a definitive agreement according to which the two teams will become one.

How to Use ChurnZero to Share Customer Success Data Across Your Organization


It’s no secret that Customer Success teams can occasionally get overlooked, or that organizations struggle with consistent cross-team collaboration. I know this firsthand, because as a Customer Success Manager at ChurnZero, I see it happen all the time with customers.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Successfully Scaling Support with CloudTalk [Podcast]


Your knowledge base needs to be up-to-date, and onboarding needs to be thorough and quick. ?. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts. Scaling a support team as the customer base grows and evolves is a common challenge faced by start-up leaders.

The Best Natural Language Processing (NLP) Solutions Providers

CSM Magazine

Over the years, the demand for Artificial intelligence has steadily increased since more organizations are seeking digital frameworks to make them stand out in the business landscape.

2nd Edition WFH Report: Is Remote Work Working? That Depends on Who You Ask


Did remote work work for contact centers? It depends on who you ask. There’s a gap in remote satisfaction, and it seems most managers are in a rush to get back to the office.