Sat.Aug 29, 2020 - Fri.Sep 04, 2020

The Importance of Customer Satisfaction


Customer satisfaction doesn’t just impact the business’ bottom line, it also impacts team morale and retention rate. Businesses need money to survive. To make money, businesses need customers. Ideally, these customers are happy, tell their friends about you, and keep coming back.

The 10 Biggest Mistakes Your Call Center Agents Are Making Right Now


Like any profession, it’s very common for call center agents to fall into bad habits. That’s where management comes into play. It’s so important to keep tabs on their performance and quality of service.

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Preventing Contact Center Agent Burnout

Contact Center Pipeline

Employees everywhere are struggling with severe increases in stress and anxiety brought on by the coronavirus pandemic.

Does It Matter How You Refer to Your Customers?


What do you call your customers? Do you call them “customers”? Maybe you call them clients, members, guests, patients, residents… the list can go on and on. Some people say that the term “client” implies a long-term relationship.

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!

The Fusing of AI & Automation with Human Judgment in Call Center Success


Businesses looking to tackle mounting challenges in the global marketplace have turned to technology in ever-increasing numbers to level the playing field. The emergence of machine learning technology has played a major role in improving organizational efficiency in a variety of ways.

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Contact Center Pipeline Magazine: Inside Our September 2020 Issue

Contact Center Pipeline

I think Greek philosopher Plato said it correctly: Necessity is the mother of invention. Just a few months ago, many contact centers had not fully embraced work-from-home, work-from-anywhere policies.

Guest Post: Make a Promise. Keep a Promise! You Can Drastically Improve CX by Investing in Your Agents


This week we feature an article by Steve Bederman, President and CEO at NobelBiz. He points out the importance of providing a positive employee experience in order to improve the customer experience. At NobelBiz, we say,” Make a Promise, Keep a Promise!”

Gone Virtual: Recap of the CETX Conference


After months of organizing, and re-organizing, we’re proud to say that our first virtual Customer Engagement Transformation Exchange (CETX) was a success! With over a thousand registrants, our inaugural CETX and very first digital conference also marked one of our largest events to date.

5 New Rules Guaranteed to Build Trust

Beyond Philosophy

5 New Rules Guaranteed to Build Trust. A lot of Behavioral Economics 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.

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.

What’s Valuable To Your Customer? – Tip #14

Steve DiGioia

Remember that Seinfeld episode when George was charged a fee for not calling to cancel his doctor’s appointment? The reason: the doctor’s time is important and has “value”. If you can’t make your appointment it’s a loss of revenue for the doctor. Ok, that makes sense.

Amazing Business Radio: Robert Glazer


Building an Authentic Company Culture. Aligning What You Believe, What You Say and What You Do to Create Excellence. Shep Hyken interviews Robert Glazer , Founder and CEO of Acceleration Partners.

How to Get the Best Headsets for Amazon Connect

Contact Center Pipeline

If you’re looking for the best headsets for your call center agents working on Amazon Connect, here are our top picks. The type of headset you choose will depend on what you use your Amazon Connect for, and how your call center agents work with their headsets in their day to day work lives.

5 New Rules Guaranteed to Build Trust

Beyond Philosophy

Building trust with customers is vital. While most people agree that this is true, we don’t always do what it takes to build trust. Today, I have five new rules that are guaranteed to build trust. .

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!

According to Steve #4 – I Can Do Without

Steve DiGioia

People tell us that we should “love” this or that. Well, that’s their opinion. I like to make my own assessment based on my impression of a situation. Example: You’re trying on a suit and the salesperson says, “That suit looks great on you, it’s just your style”.

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Guest Post: Make a Promise. Keep a Promise! You Can Drastically Improve CX by Investing in Your Agents


This week we feature an article by Steve Bederman, President and CEO at NobelBiz. He points out the importance of providing a positive employee experience in order to improve the customer experience. At NobelBiz, we say,” Make a Promise, Keep a Promise!”

How to motivate your WFH contact center staff – tactics for remote employee engagement


COVID-19 has forced many companies to transition their contact centers to enable remote work at scale. Equipping staff with the necessary home office equipment and facilitating network access is only the beginning.

What's the surprising key to long-term remote working productivity?

TELUS International

Productivity spiked in the early days of COVID-19, but as the pandemic wears on, fatigue is setting in. Discover how compassion, culture and communication can help decrease employee burnout and build better engagement. People and Culture


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.

5 Ways to Keep Contact Center Agents Engaged

Upstream Works

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. So, it’s important those agents feel engaged at work and are happy in their roles, with the companies they work for and the opportunities those companies make available to them.

How to Deliver a Seamless Customer Experience in the New Normal


How to rethink your omnichannel CX strategy for 2020 and onward as a response to the COVID-19 pandemic. Guides

Why is Customer Perception Important?


Customer perception isn’t just important — it’s everything. If you’re not investing in brand perception management, you’re putting your business at serious risk. First, we’ll explore what customer perception is, before diving into some examples of why it’s so important.

How to show your smile while wearing a mask

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. Your smile is hard to see if you are wearing a mask.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Top 15 Must-Have Customer Service Skills (And How to Hone Them)


A customer service position goes way beyond fielding clients’ questions and complaints. For many people, it’s longer associated with a chatbot that gives generic answers. Despite technology development, customer service equals human interaction. And now [ … ].

5 Top Customer Service Articles For the Week of August 31, 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. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around?

Transparent BPO Makes Inc. 5000 List 6th time and 5th year consecutively.

Transparent BPO

FOR IMMEDIATE RELEASE For the 6th time Transparent BPO appears on the Inc. 5000, ranking no. 4675 with three-year revenue growth of 65 percent Rockville, MD, August 12, 2020 — Inc. magazine today revealed that Transparent BPO is No. 4675 on its annual Inc.


3 Emotional States to Look Out for as an Interpreter

Certified Languages International

In early Mach before the lockdowns imposed by the COVID-19 pandemic began, I had the opportunity to attend the 2020 CHIA Conference in San Diego, CA.

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!

The Real View: Integrating AI into radiology workflow to accelerate future growth


Health systems and radiology departments continue to face the ongoing challenges of burnout and financial constraints, both of which have been exacerbated by a global pandemic.

3 Things a HIPAA Compliant Answering Service Shouldn't Do

Ambs Call Center

If you work within the health care industry, you already know the importance of protecting patient health information (PHI). A question we are regularly asked is, "How can I tell if I have a HIPAA compliant answering service ?". Healthcare

Corporate Values: Do They Help or Hurt Employee Experience?


A look into the impact that corporate values can have on employee experience. Articles