Sat.May 25, 2019 - Fri.May 31, 2019

4 Ways To Use Call Recordings for Better Contact Center Performance


According to a recent survey by Contact Babel of contact center professionals, over 90% of businesses record their calls, but only 34% are analyzing them with a speech analytics solution.

10 Steps To Achieve Greater Customer Success

ProProfs Blog

Customer success is not just an alternative buzzword for customer service. Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support.

How to Identify, Attract, and Nurture Your Ideal Customer


Conversations about customer experience can be so … squishy. I regularly hear talk in leadership circles about being customer-centric and an “outside in” approach. To be fair, many leaders genuinely care about CX.

Amazing Business Radio: Roger Dooley


Creating a Friction-Aware Culture. Changing Friction to Deliver a Better Customer Experience. Shep Hyken interviews Roger Dooley. They discuss his new book, Friction: The Untapped Force That Can Be Your Most Powerful Advantage , and how it applies to the 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.

Why Customer Memories are More Important To Your CX

Beyond Philosophy

I enjoy fishing. When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. When I go in, we have a chat and a laugh. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it.

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6 Keys for De-escalation

Myra Golden Media

In this webinar, I’ll give you six keys for de-escalation you’ll use to train and coach your employees. I’ll walk you through how to reframe conversations, so customers don’t get worked up while venting.

Starting Over – Part Two


The sun always rises tomorrow! The other day my friend and one of our avid Shepard Letter readers, Doug Schukar, shared this quote he heard over and over from his father growing up.

Why Uncertainty Can Destroy Your Customer Experience

Beyond Philosophy

Uncertainty influences a lot of our customer behavior. We buy products to reduce the risk in our lives, like insurance. Insurance buys us peace of mind if something bad happens to us or our property. We also buy lottery tickets because, well, someone has to win, right?

Top 5 Posts in May

Contact Center Pipeline

May is generally an event-loaded month for the industry. It’s also a time when blog readership spikes.

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.

Call Deflection strategies in the age of self-service


Call deflection is the process of routing a customer enquiry to an alternative service channel. The goal is both to ensure customers receive the answers they are seeking in the most efficient manner and to reduce the number of inbound calls routed to human agents.

5 Top Customer Service Articles for the Week of May 27, 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.

Why Are We Scared of New Technology?

Beyond Philosophy

Why Are We Scared of New Technology? We have some exciting new technology for CX. Facial recognition technology and facial expression analysis yield some new and exciting data about how customers feel during a Customer Experience. The only problem is that many people find it creepy.

Inside View: An Interview with Randal Hiester, Health First

Contact Center Pipeline

Improving service quality and performance is a never-ending quest for contact centers. The quality management process, once mostly carried out post-call for management and agents, has evolved into a real-time activity that is a vital part of a proactive strategy for continuous improvement.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

Actionable & Effective Ways to Increase Your E-Commerce Sales

Joe Rawlinson

E-commerce is the fastest growing retail channel and is expected to become surpass grocery retail by 2022. Shopping habits have changed drastically over the past decade, and today, people are comfortable buying almost anything online because of just how convenient, affordable, and safe it has become.

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Guest Blog: Ways to Improve Your Customer Experience Online


This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization.

What does it mean and take to be customer service oriented?


What does it mean to be customer service oriented? Should you try and adopt this approach at your company? Check out why it's definitely worth a try and where to start. The post What does it mean and take to be customer service oriented? appeared first on HelpCrunch blog. Customer service

The Contact Center Build vs Buy Decision


One of the common questions we’re asked at Talkdesk is what the difference is between our enterprise cloud contact center and nascent products, such as those offered by Twilio and Amazon, that tout themselves as “programmable platforms”. The answer is that it’s an apples to oranges comparison.

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

Live Chat: To script or not to script


Chat scripts are a handy tool, especially for chat agents who find themselves often responding to related customer inquiries.

Churn Monster: Championless


Churn Monster #12: Championless. It’s now been a full year since we first launched the churn monster blog series, can you believe it? Over the course of the past year we have featured a new churn monster each month and taken a look at a life-like scenario involving that churn monster (i.e.

Is Call Blocking by Default the Answer?: The FCC's New Proposal


The FCC has a plan to combat unwanted robocalls. TCPA Compliance collection agency software VoIP phone system call center call transparency

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How Call Center Outsourcing Can Make Your Customer Experience Better


Improving the Call Center Outsourcing Customer Experience Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line!

The Age Of The Customer: Why Does Empowerment Matter So Much?

24-7 InTouch

The customer care world is constantly evolving, which is why it’s no surprise that brands are stepping up their customer experience (CX) game every year. But in order for outsourced customer care teams to win with every interaction, they need to feel empowered in their role.

Are Your Interns Reviewing Code?


At Smooch, it’s common for interns to provide feedback on a senior developer’s pull request. Is that weird? Maybe, but then again, maybe not. Let me explain. I’ve worked at large and small companies during my career and participated in a variety of code review cultures.

Enter to Win Boston Bruins #16 Signed Jersey

TEN DIGIT Communications

Watching the 2018 – 2019 Stanley Cup? Do you want the Bruins to win? So do we! TEN DIGIT Communications is fortunate to have the former Boston Bruins Captain, Rick “Nifty” Middleton, as a part of our team.


The Build vs Buy Decision


One of the common questions we’re asked at Talkdesk is what the difference is between our enterprise cloud contact center and nascent products, such as those offered by Twilio and Amazon, that tout themselves as “programmable platforms”. The answer is that it’s an apples to oranges comparison.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

How To Build A Customer Loyalty Program

ProProfs Blog

Loyalty goes a long way in defining and building relationships between people. Be it our personal relationships or even the relationship we have with the customers. For a business organization, having a loyal customer base is essential for success.

What We Learned From CX Experts at Empower 2019


One of our favorite things about Empower 2019 was how our speakers were focused on customer experience. It’s certainly something we’re passionate about at Guru; after all, an amazing product means nothing if you don’t have anyone using it.

A Message to the FCC: “First, Do No Harm”

Noble Systems

The FCC is addressing a robocall-related agenda item entitled Declaratory Ruling and Third Further Notice of Proposed Rulemaking (FCC-CIRC1906-01) at its upcoming meeting on June 6, 2019.