Sat.Oct 26, 2019 - Fri.Nov 01, 2019

Transactional Vs Relationship Customer feedback: Are you using the right one?


From the first day of primary (or grade) school most of us compete. I bet I can beat you to the fence/jump higher than you/hold my breath longer than you. It doesn’t matter what the event; we’re ready to see who wins.

How Embracing Digital Customer Service Can Create Brand Advocates

Contact Center Pipeline

Rapid swings in consumer brand loyalty is one of the most significant consequences of the digital-first era in customer service, where customer-brand conversations are no longer only one-to-one phone calls but also include public and private messages on dozens of social and digital messaging apps.

Why AI is the Future of Cloud Contact Centre Technology

Connect Managed

Contact centres have always been challenging environments that involve high workloads and high volumes of data. The challenge is often arming the contact centre with sufficient resources and empowering agents to deliver an excellent customer experience. Contact Centre "AI" Cloud

Four Reasons Why You Should Invest in Customer Education

CSM Magazine

In a world powered by innovation, the need for customer education cannot be overlooked. However, in the modern business scenario, few organizations give customer education the importance it deserves.

The Future of Contact Centers: What Technology Is Right for Your Customers?

Speaker: Laura Sikorski, Contact Center Consultant

Your Contact Center is the most customer focused area in your organization. It is where centralized conversations take place, the voice of the customer is amplified, and the amount of data captured is significant. Technology must provide reliable options for customers to reach you when they want and obtain the same great service regardless of the channel they choose. Your customers should have a positive customer experience with every interaction.

How to Use Customer Journey Mapping for Impressive Customer Experience?


This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Customer Journey Mapping is a pictorial representation of the path a customer follows after coming in contact with a company.

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Top 5 Posts in October

Contact Center Pipeline

Happy Halloween! We have plenty of treats in store for Pipeline readers with this collection of articles offering vital intelligence on industry trends, strategic leadership insights and practical advice for managing your contact center. Welcome to our Top 5 most-read blog posts in October!

Halloween Horrors: Monsters that Cause Call Center Attrition


The nights are drawing in and there’s a chill in the air. Ancient folk memories of evil spirits start to surface. Magic and mischief reign. It’s Halloween.

Give Recognition Where It’s Due


There are some pretty important people in your organization, and I bet many of them don’t know just how important they are. Most likely, they aren’t getting the recognition they deserve. I was talking about this concept with my friend, Kent Higginbotham, and he shared a perfect example of this.

The Remarkable Power of Habit to Transform Customer Behavior

Beyond Philosophy

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience.

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.

Contact Center Metrics Roundup

Contact Center Pipeline

The contact center’s data-intensive environment with its multitude of metrics can make it all too easy to fall into a “managing by metrics” mindset. But to quote sociologist William Bruce Cameron: “Not everything that can be counted counts, and not everything that counts can be counted.”

5 Steps Toward a Successful Self-Service Strategy


Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019.

Amazing Business Radio: Blake Morgan


Companies with a Soul are the Future of Customer Experience. Understanding Companies and Customers of the Future. Shep Hyken interviews Blake Morgan.

How to Define Customer Satisfaction and Measure it


Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. However, if you dig a little deeper, it would be difficult to say, emphatically, what makes them satisfied. . Think about gyms.

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.

Emotional Affinity, Customer Service, and Collecting

CX Accelerator

When I was 12 years old, I discovered basketball cards, I loved them so much I collected over 5,000 of them in one summer. I grew up watching Magic Johnson, Larry Bird, Michael Jordan, and Kareem Abdul Jabbar.

Lessons from a Continuous Testing Rockstar


Among all the incredible content at Cyara Xchange, perhaps my favorite was Diego Lo Giudice ’s keynote on continuous testing. Diego is Vice President and Principal Analyst from Forrester, and an expert in test automation as well as Agile and DevOps.

5 Top Customer Service Articles for the Week of October 28, 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.

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MightyCall Alternatives


If you're in the market for a great VoIP phone service or simply a virtual phone number, there is a good chance you've heard of MightyCall. At AVOXI, we know that no business phone service can be perfect for every company.

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How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Here to Help: Customer Success at Guru


Change can be hard, but we’re here to make it easy. Whether you’re just getting started with Guru or expanding your use across teams, l et us help you set and hit your business goals faster.

Embracing Change


Change -- it is a word I hear everyday in my role here at Cyara as a customer success manager. Change excites me. It used to scare me, but I have learned that if you can’t embrace change in technology then your business will not survive.

Press Release: Leading BPO reaches out to CX and Contact Center consulting firm for assistance in improving agent retention

Taylor Reach Group

Taylor Reach Group, Inc., an internationally acknowledged and leading CX and Contact Center consulting firm, announced today that they have been engaged to assess the BPO operational practices and policies with a view to improving agent retention.

SimpleTexting Review


Ever since adding business texting to our growing list of product features, we get plenty of questions about text message marketing solutions. No single SMS platform is perfect for everyone, so we have no problem recommending other texting services when called for.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

The Impact Of Chatbots On Your Seasonal Workforce

Ian Jacobs

Can chatbots help meet your holiday hiring needs — and should they? Forrester Principal Analyst Ian Jacobs explains in this video. age of the customer holiday

Ramping up for the busy holiday season


With the holidays just around the corner, the one thing that contact centers can expect is an uptick in just about everything they do.

?? How long it takes for candymakers to get Halloween-ready

Branch Mesenger

Happy Shiftoween! This edition of Shifto highlights the news that will answer burning questions including how long does it really take for candymakers to get ready for Halloween? How many employees does UPS aim to hire this year? How much Starbucks’ same-store sales have increased?

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What is Cloud Telephony: Benefits, Risks, and Reasons To Use


Over 111 new businesses open each hour. At the same time, about 97 businesses close. In today’s highly competitive business world, communication plays a crucial role: organizations need to communicate with their clients regularly.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Predictions 2020: AI Shakes Up Customer Service Workforce And Operations

Ian Jacobs

AI will change how organizations staff, run, and manage their customer service teams. Read Forrester's 2020 customer service predictions to learn more. age of the customer customer engagement customer service solutions prediction promoted

5 Things Guru Public Cards Can Replace


Guru is excited to announce that Public Cards are here to solve all of your problems—ok, maybe not all of them, but definitely a few key ones. We have some ideas for how you and your team can best leverage Public Cards, including: Reference Lists. Post-Webinar/Event Follow-Up Emails.

Taylor Reach Welcomes CX and Contact Center Industry Leader Steve Edmondson as Strategic Partner and Consultant

Taylor Reach Group

Industry-leading Customer Experience (CX) and Contact Center consulting firm, The Taylor Reach Group, Inc. TRG), is continuing its forward momentum and growth with the addition of strategic partner and consultant, Steve Edmondson.