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.

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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.

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!

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.

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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.”

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.

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.

Are We Talking Ourselves Into A Recession?

Beyond Philosophy

Are We Talking Ourselves Into a Recession. You hear it all the time on financial media. “Consumer Confidence is low.” ” It describes how people think that something terrible is going to happen to the economy, and it affects their spending behavior.

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.

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!

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.

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.

Customer Feedback is a Gift Your Business Can’t Live Without

Steve DiGioia

If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back? If your clothes are seldom ready when promised by your dry cleaner, do you tell him why you’ve decided to go elsewhere? Or do you just find another cleaner? If the company you purchased a product from makes it difficult to return it without you jumping through hoops, do you make a complaint or vow to never buy from them again?

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!

Brand Spotlight: How Glossier Uses Customer Service to Perpetuate its Business


If there is one modern day company that is re-inventing the ropes of customer experience, it’s Glossier. Having completely shattered the standards of how to run a beauty business, Glossier continues to be the fastest growing beauty company that is predominantly focused on e-commerce.

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.

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.

The Greatest Avenger of the CX Universe

CX Accelerator

Whether you know it or not, a battle rages in the universe between companies with incredible customer experiences and everyone else. Furthermore, so many companies are paying lip service to great customer experience but not walking the walk. You are looking to hire one Avenger from the Marvel Cinematic Universe who will build the best CX program in all of the universe. Which Avenger would you hire and why?

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.

Is Automation Good or Bad for Customer Experience?

Toister Performance Solutions

The discussion about automation often focuses on jobs. A 2019 study by Indeed showed 60 percent of Americans think automation will put a significant number of jobs at risk. This certainly includes customer service jobs.

Calls Are Taking Longer, and That’s a Good Thing


It’s hard to get clear, objective data about the overall state of self-service technology. Case studies about specific projects are plentiful, but, as the saying goes, “the plural of anecdote is not data.”

Five Tips for Building a Customer Success Team


In the customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way.

Three Characteristics of XM Leaders

Experience Matters

Earlier today, I led an roundtable discussion at SAP Select in Berlin entitled “Become a XM Transformation Leader.” ” This is a critical theme for many executives.

[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 2-day delivery increases conversions for your store


Running a successful eCommerce store is the goal of any online seller. Marketplaces like Amazon and Walmart have significant benefits, but there’s nothing like building your own Shopify store to tell your brand story and create the perfect customer journey.

Are your sales training efforts keeping up with customer expectations?

Integrity Solutions

Sales leaders need to reevaluate what an effective approach to sales onboarding really looks like.

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Best Business SMS Platforms in 2019


Looking for the best business SMS platforms for your business? Since you found this article, you probably have a decent idea of what you need from your business texting service, as well as what you're trying to avoid.


Intelligence at Work: CuraCloud’s ICH algorithm speeds brain bleed notification


Intracranial hemorrhage (ICH) can be a “time bomb” if not detected and treated promptly. The actual cost of delays can be measured in monetary terms that impact patients, families, and the health care system.

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!

VirtualPBX Wins 2019 WebRTC Product of the Year


VirtualPBX is happy to announce its winning of the 2019 WebRTC Product of the Year Award from INTERNET TELEPHONY Magazine and WebRTC World. This marks the second consecutive year that the VirtualPBX Web Phone has been recognized for its excellence in browser-based communications.

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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.

Gainsight migrates their community to inSided!


Exciting times! We are absolutely delighted to announce that Gainsight—world leaders in Customer Success (CS)—have migrated their buzzing customer community to the inSided platform.