Sat.Sep 05, 2020 - Fri.Sep 11, 2020

Personal Connection: Your Most Valuable Call Center Tool

Monet Software

How to infuse contact center operations with empathy to improve interactions, customer satisfaction and CX. Empathy is critical in customer service, especially amidst COVID-19. Many customers are feeling frustrated, distracted and otherwise in need of some extra support.

10 Customer Follow-Up Mistakes Experts Make


Jeffery is a guest contributor to the Guru blog from MoneyCrashers. customer support

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9 Types of Call Center Customers (and How to Deal With Them)


Call center agents deal with dozens of customers each day, each with a unique problem to solve. As the face of your business, they’re the ones who best understand the wants and needs of your consumer base.

When Surprise and Delight Becomes Surprise Without Delight


We’ve all heard the expression surprise and delight. The intention is that we surprise our customers with better-than-expected service. The result is that they are delighted. But what happens when the intended surprise does not delight?

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!

Why We Think Things Are Good When They Are Bad

Beyond Philosophy

Human beings are magnificent at holding onto two contradictory beliefs in their minds. It’s a psychological phenomenon called Cognitive Dissonance, and it’s why we sometimes think that things are good when they are, in reality, bad.

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Maintaining Customer Support in a Crisis

Contact Center Pipeline

For contact center businesses, unexpected changes such as unplanned downtime, massive call volume increases, facility closures or other issues can wreak havoc on a team’s ability to service the customer.

Guest Post: The Future of Customer Experience–Create an Offer People Can’t Refuse


This week we feature an article by Steven Van Belleghem , author, entrepreneur and international keynote speaker. He provides tips and insight on the future of your business and your customers’ expectations. This is a turning point. The world is at a turning point. Not just because of COVID-19.

Why What We Believe Is Sometimes Just Wrong!

Beyond Philosophy

Why What We Believe Is Sometimes Just Wrong! Many sports fans will tell you their team is the best. However, only one of the sports teams wins the championship and is definitively the best.

Tenant Experience and Remote Support: How Property Management Organizations are Transforming Service


Right across the housing sector, tenants aren’t just seen as renters anymore – they are now considered clients. They want to communicate on their preferred channels, receiving personalized content and proactive services.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Four Proven Practices to Elevate the Impact of Your Online Training

Contact Center Pipeline

In the mad scramble to move more than 90% of our nation’s contact center agents to work at home, the focus was on technology—keeping our agents online, connected and maintaining service continuity.

Amazing Business Radio: Chip Bell


Getting Inside Your Customer’s Imagination. Creating a Company with the Best Customer Experience Culture. Shep Hyken interviews Chip Bell , customer service keynote speaker and bestselling author.

The Humble Manager – Tip #15

Steve DiGioia

I’ve always told my staff that I’m not perfect, I don’t know it all, and that I make mistakes. I too have a lot to learn. Is this a mindset of a weak manager? I don’t think so. Instead, the humble manager is realistic and open to suggestions.

How Credit Unions Can Connect with Gen Z


33% of Gen Z are already working full-time. Credit unions can’t afford to miss out on winning their loyalty.

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!

Rebooting Your Workforce Management Strategy

Contact Center Pipeline

Our workforce management (WFM) landscape is changing at breakneck speed. Many organizations are now 100% work-from-home or have a workforce divided between brick-and-mortar and virtual agents (82% are WFH since July 2020—Gartner).

5 Top Customer Service Articles For the Week of September 7, 2020


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. Winning means losing in the game of customer retention by Linda O’Grady. CMO) All too often retention is a blanket goal. ‘We We need to hang on to our customers’ is reverberating around boardrooms all over the country right now.

How to Turn Your Hobby into a Profitable Business

Joe Rawlinson

Do you have a hobby that you cannot wait to get home to after work? Is there a way to monetize it and turn it into a profitable business? These are questions that many people ponder as they make their way home from another dull day at the office.

Chip R. Bell: Innovate, Don’t Imitate

Bill Quiseng

“You will be the same person in five years as you are today except for the people you meet and the books you read.” ” Charlie “Tremendous” Jones. Intent on learning how to “Deliver The World’s Best Customer Experience”, I have read more books by Chip R.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Report: Companies routinely ignore customer emails

Toister Performance Solutions

Email remains a strong customer service channel despite its age. The convenience is perfect for non-urgent issues. You quickly type out your message, send it, and then go on with your day until you get a response. Email is good for companies, too.

Clutch Names Helpware Leading Business Services Provider in LATAM for 2020


The list of top-performing nearshore business service providers in Latin America was released today by Clutch. The companies featured specialize in BPO and back office services, voice services, and business consulting

Working better, faster, and smarter: conversational AI solutions for remote work


There are several lessons to be learned from the COVID-19 pandemic—lessons like patience, creativity, resiliency, the value of slowing down. From a business perspective, we also have learned that some of us can do our work from anywhere.


Why Customer Experience is Important to Marketing

Satrix Solutions

As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility and shift their focus towards understanding what drives customer loyalty.

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

How Data-Driven Customer Engagement Delivers Value to Each Customer 


For any business, the question of how to meet the needs of the client is front and center. After all, as the old adage goes, “The customer is always right.”

Hero Digital LLC hires Iser Cukierman as its CFO

Hero Digital

It is with great excitement that Hero Digital announces the appointment of Iser Cukierman as Chief Financial Officer. Iser joins Hero from eMDs, a private equity-backed healthcare IT and services company, where he was the CFO.

Guest Blog: Emphasizing the Human Side of Remote Work


The following post is a guest contribution summary from Kimberley Drobny of Waterfield Technologies. You can read the full post on the Waterfield blog, and register for an upcoming webinar featuring Calabrio’s Dave Hoekstra on September 15th.

The 4 Elements of Great Digital UX


A comprehensive guide to delivering great digital user experiences and measuring your success. Guides


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!

3 ways to equip contact center agents with security training


Now more than ever, information security should be the priority on everyone’s mind. With the shift to remote work due to COVID-19, protection of data has become a sensitive topic as more employees are using their home connection or working from personal devices.

AmeriGas: Powering the things that matter most

Hero Digital

AmeriGas , the nation’s largest propane company, launched its new brand identity and website on September 3, 2020. The reimagined experience was created by Hero Digital, a leading independent customer experience (CX) company.

Celebrate National Fight Procrastination Day with these 8 tips to be more productive


While you definitely deserve a reward after completing a task, sometimes the reward can come before.