Sat.Aug 14, 2021 - Fri.Aug 20, 2021

10 Actions to Bring Your Team Into Your Confidence Zone

Steve DiGioia

Who cares what your employees say! The opinions of your employees don’t matter. Really. They don’t. You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you.

Navigating Labor Shortage in Customer Service: 3 Steps You Can Take Now

Brad Cleveland

You’ve likely seen the signs posted in retail and restaurants: “Please be patient with our team.”


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6 Resources You Should Have for Customer Experience Moving Forward

Beyond Philosophy

My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. To mark the occasion, we each chose three of the best episodes from the first 200. Here are our picks and the key things we learned from each.

Warranty Cost Management: Guarantee Satisfaction & Profitability


Product warranty management has become an area of focus for many manufacturers. When a product breaks or does not function properly, the OEM is typically liable for the repair, replacement, or refund of that item according to the terms of the warranty.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

here’s how to explain a credit card authorization to a customer.

Myra Golden Media

People are funny when it comes to their money. I am too. When a customer starts an order but doesn’t complete the purchase or cancels, the authorization often hangs around for days. And customers can get mad about this.

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200th episode! Which have been the best episodes with the most learning?

Beyond Philosophy

We were excited to reach our 200 th Episode of the podcast! In this episode, we look back on six of our favorite podcasts from these first 200 episodes and what the key learning was from each of them. We want to thank our listeners for tuning in each week to hear our ramblings.

Personalizing the Customer Experience Is a Competitive Differentiator

Shep Hyken

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more.

5 Tips to Prevent Call Center Agent Burnout Before it Begins


If you’ve ever experienced burnout, you know how catastrophic it is. Burnout is a mix of feeling exhausted, negative, and distant from your job all at once. It also results in reduced efficiency at work, which in turn affects a company’s customer satisfaction and profits.

Quality Monitoring is Suffocating: How to Breathe New Life into Your Program

Contact Center Pipeline

I remember a friend of mine saying to me once that when he sees an ugly baby, he tries so hard to find some positive way to describe them to the parent. Wow, your baby is so… sturdy!” or “Well, he is just… got such a great head of hair!” No one would EVER tell […].

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

Major sports league selects Taylor Reach to assess its contact center organization

Taylor Reach Group

A major professional sports league with teams and venues in virtually every city in North America has selected The Taylor Reach Group to assess its contact center operations. Award-winning global contact center consultants and customer experience experts, The Taylor Reach Group, Inc. TRG) have been enlisted to help the organization assess its customer experience operations. Calls and contacts are primarily focused on customer service, events, ticket sales, and official merchandise sales.

Guest Post: How to Go Above & Beyond for Your Customers to Secure Their Repeat Business

Shep Hyken

This week we feature an article by Ray?Blakney, Blakney, CEO and co-founder of Live Lingua , a renowned online language learning platform. He writes about how companies can secure their current customers’ repeat business.

Call Center Optimization: 5 Methods to Improve Your Operation


To optimize your call center’s performance, you need to think about improving your customers’ experience. After all, customer-centric companies are 60% more profitable. While incredible customer service should always be a call center’s goal, it shouldn’t be your only goal.

Biometrics Can Do More Than Fight Fraud

Contact Center Pipeline

Even before the global pandemic upended nearly everything we know about work and life, contact centers had been vulnerable to fraudsters for some time.

Going to Market Smarter in the New Economy

In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

Freemium Onboarding: How to Convert Free Users into Paying Customers


Freemium onboarding forms a critical stage in users’ path to becoming paying customers. The email sequences you use to onboard freemium users can directly determine whether they upgrade to premium buyers or they become inactive users.

The Best Call Deflection Strategies for Your Call Center that Improve Call Resolution

Advantage Communications

Reducing call center volume is key to successful customer service. Not only does it free up customer service agents to work on higher-value tasks, it presents an opportunity for your brand to provide customers with a more seamless way to connect with your organization. Contact Center

Five Items to Consider for Modernization


Modernization: The concept isn’t new, but the form factor may be. This is due in most part to the consumption models of cloud, SaaS, and hybrid offers that are now available. Modernization has taken many shapes over the past 20 years because of the technologies that are available at any given time.

Refine Your Coaching Technique with Listening and Observation

Contact Center Pipeline

I’ve always known that I must listen more than I speak when coaching an agent. However, when I first became a team lead, I was always thinking about my response while the other person was speaking.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

Customer Success vs. Customer Support: Defining Role Boundaries


If you work in Customer Success, then you’ve likely experienced the challenges of customers reaching out to you for their support-related needs – whether it’s technical troubleshooting or resetting a password.

What is Asynchronous Messaging in Customer Service?

Advantage Communications

Customer service is far from easy. Your call center is likely struggling to keep up with an onslaught of customer queries.

How to Identify Gaps in Your Agent Workflows and Optimize Performance


“If it isn’t broken, don’t fix it.” While plenty of people may live by these words, none of them are in the business of delivering exceptional customer experiences.

The Benefits of Cross-Channel Customer Support


Learn the perks of using a cross-channel support strategy in this guide. We will also discuss how BPO firms can simplify your customer support processes

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Struggling to Improve CX? Empower Your Customer Experience Specialist!


Customer experience has a significant impact on your brand. In fact, customer experience is your brand. Getting it right means customers who’ll stick with you, buy more, and recommend your service.

What Is an Omnichannel Contact Center?


Great interactions define the success of your customer engagement center. And one of the best technical ways to ensure that is to become an omnichannel contact center. If you’re not using this technology yet, find out why you should.

For Pioneer Larry Keiter, It’s All In The Data

Working Solutions

Larry Keiter is a collector. Be it rare coins on the beach, baseball cards or now, Lego® building toys and blocks, Larry approaches everything with enthusiasm and meticulousness. And he brings these passions to Working Solutions. “I


All About 951 Area Code for Local Business in Riverside CA


951 area code phone numbers cater to Riverside County and nearby areas of San Bernardino County. Read on to know how to build a local business presence using area code 951 phone numbers. Located in southern California, Riverside is the 12th biggest city in the state.

How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

Google Search Trends for “Customer Success”


Of course, those of us in the Customer Success industry know that CS has become a very popular practice, department, and role specifically over the last 5-6 years, but what does this growing interest in the topic really look like?

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How Badcock Uses CRM to Simplify Customer Service and Support


Retail lender Badcock improved their customer experience and lowered average handle times by ~20% with simplified access to customer data provided by LIveVox’s integrated Ccaas platform. The problem A disconnected customer experience remains a top complaint across the retail industry.

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PPT Solutions Recognized as One of America’s Fastest-Growing Companies for a Fourth Consecutive Year

ppt solutions

TULSA, OKLAHOMA, August 17, 2020 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Business Optimization Solutions, announced today it has been named one of the fastest-growing private companies in the U.S. by Inc. magazine. The annual Inc.