Sat.Apr 25, 2020 - Fri.May 01, 2020

Four Critical Questions Chief Customer Officers Should Ask


As global business shift operations due to COVID -19, customer care leaders face several challenges, especially for those who serve customers via contact centers and back office sites.? . L ooking at the speed at which global restrictions and lockdowns were imposed across many organizations in March 2020 come many questions which spur strategic shifts.? Here are four key questions a Chief Customer Officer (CCO) should seek answers to in the face of continuing disruption. .

Multiexperience Strategy: The New Apex of the Customer Journey


The average U.S. household currently contains 11 connected devices , and as that number grows in the coming years, driven largely by the rollout of 5G, the challenge for enterprises is twofold. On the one hand, they need to deliver the products and services consumers want in multiple formats. On the other, they have to find ways to tailor them to get the best out of each platform, without compromising on their messaging or brand values.

3 Reasons Why You Are Losing Customers and How to Stop It

Wowdesk Blog

Did you know that 93% of customers are likely to repeat purchases with companies that offer excellent customer service? Most businesses believe that customer acquisition is the key to run a business. However, stats prove that there are only 5-20% chances of selling to a new customer whereas 60-70% chances of selling to an existing one.

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Guest Post: Be The Best Decision Your Employees Ever Made


This week we feature an article by John R. DiJulius III , Chief Revolution Officer of The DiJulius Group. He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. How we treat the human beings in our organization during this time will be what they remember forever. Every employee is at their most vulnerable state.

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!

Pandemic Behavior Explained: The Good and The Bad

Beyond Philosophy

We here at Beyond Philosophy want to start by saying we hope you and your family are safe. These times are unprecedented, and no one is sure what to expect. We feel it, and we know you are feeling it, too. We are, as they say, in this together. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Some of the human behavior in this crisis is wonderfully uplifting and inspiring, and some of it is jaw-droppingly bad.

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The Impact of Altruism on a Servant Leadership Culture

Contact Center Pipeline

Servant leadership is the backbone of many leadership development programs today. While the leadership philosophy is too complicated and involved to learn by glancing over an article, it is possible to identify servant leadership’s ties to altruism and how that connection can help in boosting servant leader culture. Altruism Defined Altruism is the practice of […]. Leadership altruism call center contact center culture empathy leadership leadership skills servant leadership

A Reason to Smile During the COVID-19 Pandemic


I’m going to switch up my typical customer service and experience content to share a little motivation. My buddy and fellow professional keynote speaker, Joey Coleman , is one smart dude. He made a great observation about the way people are reacting to the COVID-19 pandemic. He noticed that the quarantine and stay-at-home orders are magnifying people’s personality traits. For example, if you are an optimistic person, you may be showcasing that side of your personality more than ever.

Why Are People Behaving So Good & Bad, During The Pandemic

Beyond Philosophy

Understanding Human Behavior During the Pandemic, and What to Do About it. Let us begin by wishing you all our best during these unprecedented times. We hope that you and your family are all safe and sound, and novel coronavirus-free. While no one knows what to expect, we are all in this together. The pandemic has shown how uncertainty can affect human behavior.


Victor Midgley

Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools I cannot think of a more common state of emotion among people than the sense of being in a place of confinement, restriction – stuck. What I mean by “stuck”, as you all can probably relate, is a […


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.

4 Measures to Implement Social Distancing for On-Site Contact Center & Customer Service Agents

Contact Center Pipeline

Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll conducted during a recent Gartner cohort of over 50 service and support leaders showed that only 15% have been able to move 100% of their staff to working from home. That […]. Work environment call center contact center COVID-19 social distancing workplace safety

5 Top Customer Service Articles For the Week of April 27, 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. Shake Shack to return $10 million government loan intended for small businesses by Allyson Chiu.

You’ll Never Improve if You’re Married to Your Ideas

Steve DiGioia

…why some plans fail and 4 methods for continuous improvement. You’ll Never Improve if You’re Married to Your Ideas. Throughout my hospitality career, I’ve heard countless managers say, “ That’ll be ok, it will work ” or “ Let’s do it this way, try it. What do you have to lose? ”. Or my favorite one… “ I know what I’m talking about, trust me ”. But when I question their plan or point out ways the plan may not work out as intended, I’m asked why I’m being so “negative”.


Victor Midgley

Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools Sounds impossible if not wrong to say it out loud, doesn’t it? As a human race, it seems to have found its way into our heads and actions that if we want to achieve anything it is supposed […


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!

Top 5 Posts in April

Contact Center Pipeline

With most of the United States now a month or longer under stay-at-home directives, readers continue to seek information on managing through the coronavirus pandemic and work-from-home issues. Not surprisingly, COVID-19 and remote-work-related posts once again topped the list of most-read content on the Pipeline blog. Contact Center and COVID-19: Lessons Learned To say the […]. Featured call center contact center coronavirus COVID-19 remote work work from home

Customer Retention Strategies That Work in Uncertain Times


Change is one of the few constants in life, especially in business. Enterprises that are able to adapt to change will be able to withstand not only the small fluctuations of everyday operations, but also sudden major disruptions. A global pandemic is but one possibility here; natural disasters and other crises may pull the rug out from under your organization’s feet at any time. The question is whether your enterprise is equipped to deal with it properly when it does.

101 Guide on Good Customer Service

ProProfs Chat

“When you help others feel important, you help yourself feel important too.” ” – David J. Schwartz, Author, and Motivational Speaker. That’s exactly what Lego did for a seven-year old Luka Apps who was devastated after losing his favorite toy – Ninjago.


Victor Midgley

Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools I typically start my seminars with a quote from one of my mentors, Jim Rhone. He would ask; “who’s plan are you buying? Who’s got you talked into doing what you are doing?” Another of my most respected […


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.

Inside View: Purchasing Power

Contact Center Pipeline

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with empathy, efficiency and grace, it is an experience that uplifts the customer and instills a sense of loyalty for the company that often translates into brand advocacy. Just ask the Customer […].

What Timeframe for an AI Chatbot Project?


Depending on the context in which the chatbot project takes place, and therefore its scope of action, its implementation may take more or less time. From our experience, it is the framing phase that is the most time-consuming as you have to consult with all the teams involved in the project and obtain various approvals to start the developments. Team coordination is also crucial when defining the roles of each team member within the project and potentially redefining or creating new positions.

Improving CX on a Budget

Taylor Reach Group

By Peg Ayers. In a recent post, we looked at the cost of providing a poor Customer Experience (CX). A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ).


Victor Midgley

I typically start my seminars with a quote from one of my mentors, Jim Rhone. He would ask; “who’s plan are you buying? Who’s got you talked into doing what you are doing?” Another of my most respected mentors, Bob Proctor, in his book, “You Were Born Rich” made this […


The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

When you build your community, if you know where to focus your initial efforts, you'll be able to set yourself up for success and future growth. Setting your objectives correctly will allow yourself and others within your organization to leverage your community to meet your overall business objectives. In order to establish this type of 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.

Voice Quality Validation for At-Home Agents


In the face of COVID-19, many organizations have had to shut down their contact centers, and send agents to work from home. This has been accomplished on impossible time tables. One of the big concerns with at-home agents is whether they have the right environment to effectively handle calls. This includes physical environment – do they have a desk, a room free from background noises from children, roommates, pets, etc? Concerns also include home-based agents’ technological environments.

Contact Center Automation: From Nice-to-Have to Necessity

NICE inContact

Since the dawn of the contact center, there has never been a larger impact than the one we face with COVID-19. Many contact centers unprepared for a dramatic increase in customer contacts have scrambled to develop work from home plans and ramped up the use of self-service and automation. AI Customer Experience

Trusting those you trust with your most valuable asset

Taylor Reach Group

By Colin Taylor. The agents on the frontline want to help customers. They want to resolve issues, and to deliver the desired customer experience and the brand promise. Doing these things results in happier customers and happier agents (as they were dealing with happy customers). Not providing the tools to enable the agents to serve customers would be shortsighted and would create friction in the interaction and relationship.


Victor Midgley

Back to Articles Listen to Audio Watch Video Lessons Directory Study Tools The topic of happiness may very well be the most written and most read topic in human history, I get it! However, I plan to share with you in this article what I have come to understand about […


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!

5 ways to improve digital customer experience


Digital customer experience is the online experience and the journey your customers go through while interacting with your brand. As a result of increased usage of digital technology, customers’ expectations of digital services are higher than ever – making the digital customer experience more important than ever. Feed generated with FetchRSS

Maintaining a Strong Performance Management Process with Remote Contact Center Agents

NICE inContact

Maintaining a strong performance management process with remote contact center agents can feel daunting, but it doesn’t have to be. On a regular day in the contact center, a supervisor will usually walk the floor, check on performance levels and coach agents face-to-face. In a remote contact center, performance management processes look a bit different, but the fundamentals remain the same. Workforce Optimization Agent Engagement

Putting the human in CX


Most of us have a favorite mom-and-pop shop or family restaurant that we refer people to, support over large chains and frequent on a regular basis. These places tend to tug on the heartstrings to the point where they attract loyal customers for life. . So why are we more likely to feel a stronger connection for the local diner than Denny’s? Why is the experience walking into your town florist more satisfying than giving 1-800-Flowers your business? . It all comes down to the human element.