Sat.Oct 02, 2021 - Fri.Oct 08, 2021

Should We Expect WOW Service?

Steve DiGioia

I dropped my car off at the dealership the other day for a minor repair. I didn’t know what to expect since this is my first time using them. Two hours later I got the call that it was ready to be picked up. How wonderful this was. The repair was done quickly and soon I’d “be back on the road”.

Morale 198

5 Rules That Absolutely Build Customer Loyalty

Beyond Philosophy

Loyalty is one of the most overused phrases in business today. To most companies, it invariably means “customers give us all their money.” ” But that is not what loyalty is. So, today we’re going to talk about the five rules that will build customer loyalty.


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Work From Home Customer Service Rep


Work From Home Customer Service Representative Jobs – Right Here at TeleDirect! Before the COVID-19 pandemic, work from home jobs were regarded as a perk – definitely a nice-to-have, but certainly not an essential part of a professional work arrangement.

Customer Service Week Day 3!

Myra Golden Media

Oh, wow! Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live! Customer Experience Design

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Use Storytelling to Provide Impactful Learning in the Contact Center

Contact Center Pipeline

Can you recall a story that took you on an emotional roller coaster ride and ended with an essential motto or lesson?

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How to Improve Brand Reputation with a Telephone

Chris Fain

Telephone answering services do more than answer calls. At least, they should. When an agent answers a call, you want them to be an extension of your business. A good agent answers any questions that come in the way you prefer

Customer Service Week Surprise From Salesforce – Unboxing!

Myra Golden Media

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! . Customer Experience Design

This 1¢ Piece of Paper Is Costing Your Contact Center Millions

Contact Center Pipeline

You don’t have to spend much time on a contact center floor before you notice what seems to be an overgrowth of colorful little pieces of paper on each agent’s desk: clusters of sticky notes on agent’s monitors and on their phones reminding them what to do, what to say, or simply to remember to […].

How to Ensure Business Continuity in the UK Fuel Crisis


With drivers queued up for hours waiting for petrol and station after station simply out of fuel, Britain’s fuel crisis is making headlines.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

How to improve customer satisfaction (CSAT) and business performance


Read this blog to learn key strategies for improving CSAT as part of your business performance improvement plans


Customer Service Week Day 4!

Myra Golden Media

I seriously love this week! Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here.

We Are Living in the Future

Contact Center Pipeline

We are living in the future I’ll tell you how I know I read it in the paper Fifteen years ago. John Prine wrote these prophetic lyrics back in 1980. In an interview shortly thereafter, Prine said it took him seven years to write those lyrics prior to releasing the song, “We Are Living in […].

6 Tips to Improve Your Contact Center’s Net Promoter Score


The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS).

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.

Tethr product updates September 2021: Reporting enhancements, organization upgrades, and new tools


Welcome back to the product update blog! We’re excited to share what we’ve been working on this month—since even the smallest changes can sometimes make a big difference when it comes to efficiency. And, you know, a low-effort experience. ).

Customer Service Week Day 2!

Myra Golden Media

Yesterday I shared four tips for appreciating employees. While all the ideas are fantastic and easy to pull off, tip number four was the crowd favorite. Did you miss it? Watch the replay here. Today we focused on employee retention and training.

Contact Center Pipeline Magazine: Inside Our October 2021 Issue

Contact Center Pipeline

Welcome to our Contact Center Pipeline October issue. It has been a busy month. I welcome Brendan Read as our new editor. He brought many good ideas to this issue, as we discuss business continuity/disaster recovery in a number of our articles.

A New Reality For Customer Experiences And

Mandy Reed

Several months ago, I was part of a conversation on LinkedIn about the need for marketing to be more audience-focused than brand-focused. Immediately, a quote attributed to Theodore Roosevelt came to mind: "People don't care how much you know until they know how much you care

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

Guest Post: 4 Customer Service Best Practices for Your Subscription Business

Shep Hyken

Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers.

Customer Service Week Day 1

Myra Golden Media

Happy Customer Service Week! I kicked things off over at the official National Customer Service Week online event this morning. I talked about how employee appreciation leads to happiness, and happiness gives you so many benefits.

We Are Living in the Future

Contact Center Pipeline

We are living in the future I’ll tell you how I know I read it in the paper Fifteen years ago. John Prine wrote these prophetic lyrics back in 1980. In an interview shortly thereafter, Prine said it took him seven years to write those lyrics prior to releasing the song, “We Are Living in […].

The 7 Best Email Management Software + Features to Look For

Help Scout

Email management software minimizes the stress of organizing, processing, and prioritizing email, improving your productivity and focus. Read the full article

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!

Underutilized Account Management Tools and Techniques


Splitting your organization's accounts into general accounts, key accounts, and strategic accounts sets the foundation for your teams' entire strategy.

Learn How to Get Customer Feedback Easily and Efficiently


Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves.

5 Steps To Providing Good Customer Service!


This week is Customer Service Week – an international celebration of the importance of customer service and of the people who serve and support customers on a daily basis.

3 Common AI Challenges & How to Avoid Them


Artificial intelligence is expected to contribute an estimated $15.7 trillion to the global economy by 2030, with the potential to boost the GDP of local economies by as much as 26%.

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!

Contact Center Leadership: 3 Mistakes you should Avoid


Customers demand personalized attention from your agents and supervisors, who are well-trained and informed about your products or service. However, it is only possible with strong management from your supervisors, excellent follow-up from your agents, and effective leadership from you as the owner.

Difference Between A Call Center And Help Desk BPO Service


Looking to improve your customer service operations with BPO solutions? Explore the differences between call centers and help desks in this guide

What is Automatic Speech Recognition?


Automatic speech recognition, or conversational AI , is technology that allows users to interact with a computer program or application with their voice. In other words, keyboard input becomes unnecessary. One popular example of this is Siri, the digital assistant.