Sat.Jul 04, 2020 - Fri.Jul 10, 2020

How to Create a Powerful Customer First Strategy: An 8-Step Guide


Our world has changed so that customers are in charge of businesses now. They decide whether to shop online or offline. Clients instinctively dictate how brands should shape their sales funnel, take marketing efforts, and [ … ].

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6 Ways to Deliver Consistently Impeccable Customer Service


In this age of everything being automated and fast, trust and seamless communication do not come easy. Customer experience has always been the lifeline for every business which aims to make customers feel valued and heard.

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An Easy Way to Evaluate Your Training

Toister Performance Solutions

My reputation was getting battered, and I didn't like it. This was years ago, when I supervised a training department in a contact center. New hires often struggled after completing our initial training program, and their supervisors would conveniently blame my team.

Would You Please Leave a Review About Your Experience?


Getting customers to review their experience with you is powerful.

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!

Powerful New Way To Reveal How Customers Feel In The Pandemic

Beyond Philosophy

What A Face Mask Can Do for Customer Segmentation. Everyone has an opinion about face masks. Some think they help stop the spread of COVID-19; some think they are unnecessary and a nuisance; others fall somewhere in between.

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According to Steve #3 – Remember When

Steve DiGioia

Remember when you’d fall asleep on the living room couch and wake up after midnight to a TV that was all static because the stations when off the air ? Remember when the 5-second rule applied for almost any food that fell on the floor?


Amazing Business Radio: Patricia Fripp


The Secret to Success is Good Customer Service. How to Use Customer Service Stories to Teach, Inspire and Reward. Shep Hyken interviews Patricia Fripp , CSP, CPAE, speech coach and customer service expert.

What A Face Mask Can Do for Customer Segmentation

Beyond Philosophy

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Meet Human Numbers: Our July 2020 Sponsor Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name: Human Numbers CEO/Founder: Tiffany LaReau, Certified Workforce Manager & Owner When founded: 2008 Describe your company: We create forecasts, generate schedules and develop staffing models for all kinds of contact centers.

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.

The Impact of Increased Handle Times

Call Design

Written by Michel Niere. In our third instalment in the WFM and New Normal series, we talk about the impacts of increased handle times.

5 Top Customer Service Articles For the Week of July 6, 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. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar.

Enhancing Remote Maintenance using Visual Technology


Field service organizations have long been implementing measures to reduce their high operational costs. Technician dispatches, in particular, are a huge drain on resources, considering that each truck roll involves technician labor costs, and vehicle expenses such as fuel and insurance.

Redefining the Work Experience

Contact Center Pipeline

As companies realign their workforce during these disruptive times, work-from-home (WFH) is quickly redefining the concept of “business as usual.” Both companies and employees benefit from WFH strategies.

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!

What’s More Important? – Tip #6

Steve DiGioia

Are your company’s numbers, budgets, and marketing efforts taking the lead over all other aspects of your business? But what about the customer? What’s more important?

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A Path Forward: Leadership Insights for the Modern Organization


I’ve always been a glass-half-full guy. And right now that’s been really helpful as there’s plenty of bad news and hard decisions in our lives. But, there's something about a common enemy or a universal challenge that brings out the best of us. Inspires us. Motivates us.

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Guest Post: Best Customer Acquisition Strategies for Winning Over Customers


This week we feature an article by Daniel Bishop, an assistant editor and marketing consultant for ReallySimpleSystems. He shares multiple approaches to updating or creating your customer acquisition strategy.

Improving Customer and Employee Retention: Tips and Strategies

Joe Rawlinson

The retention of customers and employees is correlated to a point. A customer that has worked with a specific client manager or staff member will have a rapport with the employee. Constant turnover can make it difficult to build that rapport that is so important in customer retention.

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.

From a Good to a Great Website: 9 Ways to Engage More Successfully


Denyse Drummond-Dunn · What makes a great website? Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”. What makes a great website? What makes a website great for your customers? What makes a website great for your potential customers?

What do Talkdeskers have to say about Diversity, Equity and Inclusion?


2020 has been a challenging and unusual year on so many levels. The COVID-19 pandemic took the world by storm and governments worldwide declared stay-at-home and social distancing measures to protect public health safety.

Interview With CX Ambassador Corrina Owens


Interview with Corrina Owens, marketing and demand generation manager at SpendHQ—a leading SaaS spend analysis solution—about her career in the customer experience space. Articles

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How travel and hospitality brands are adapting with the pandemic

TELUS International

As economies around the world cautiously re-open, travel and hospitality brands' CX needs will likely remain unpredictable for the foreseeable future. Discover the keys to successfully navigating the road to recovery. CX Best Practices

[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.

How a Workforce Engagement Solution Benefits Remote Customer Support


The days of on-premises support systems and locally-based customer support agents is over. Remote work or work-from-anywhere situations used to be a sparsely used option but has now proven to be the reality for most. Instead of a gradual move to remote work, companies have had to adjust quickly.

Inspirational reads to teach business leaders resilience while surviving the spiraling pandemic


When the going gets tough, the tough build resilience.

The Complete Guide to User Experience Metrics


Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts. Guides

The Hokey Pokey of Continuous Testing: You Put Your Shift-Left In, You Put Your Shift-Right In.


Testing what you’ve developed before the big, red “go live” button is pressed isn’t a new concept. It’s been a crucial part of software development for a long time, and a practice that development teams employ everywhere.

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!

G2 Summer 2020 reports: Talkdesk is #1 in five categories


2019 was the year when Talkdesk® celebrated being named a Leader in Gartner’s CCaaS Magic Quadrant for North America. This accomplishment was a huge step and placed Talkdesk as a key player in the contact center space.

Guru App for Microsoft Teams: Keeping You Connected, Engaged, and Aligned


If you squint hard enough at the original whiteboard, you can still see it: “ Not another destination. These words were written in 2014 by Guru’s founding team in a modest two-story loft in Old City, Philadelphia.


How to Bridge the Gap for CX Across the Organization


Leverage key CX metrics to demonstrate the value of customer experience and build partnerships across departments. Guides