Sat.Jul 11, 2020 - Fri.Jul 17, 2020

Get Curbside Pickup Right: A CX Strategy Guide


The retail industry, already undergoing massive transformation, now finds itself shifting into overdrive to differentiate based on customer experience (CX). As COVID-19 hastens digital’s ascent as the go-to channel, retailers. CX Best Practices CX Strategy Retail ROI of CX Uncategorized

2 Key Technologies Contact Centers Need for WFH Agents

Upstream Works

This is Part 3 in our 3-Part series about how contact centers can adapt and thrive during a global pandemic. See Part 1 and Part 2. As the pandemic wears on, contact centers face challenges on two different but highly related fronts.

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Guest Post: 4 Strategies to Keep Customers Engaged and Coming Back


This week we feature an article by Eddie Davis, VP of Business Development for FINSYNC. He offers tips on how to engage and maintain loyal customers. Ensuring that your customers are satisfied and eager to return is the lifeblood of a growing business.

How to Enhance Your Customer’s Memory of Their Experience

Beyond Philosophy

I’m obsessed with memory. I love the subject and discussing the behavioral sciences that explain it. Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you.

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!

Customer Feedback Can Be Dangerous – Here Are Two Examples

Satrix Solutions

“A Voice of the Customer (VoC) Program is essential for maximizing retention and growth.”. This statement is widely accepted nowadays.

More Trending

Hello to “Hands-Off”: Visual Strategies for Contactless Service


Does this sound familiar? A customer calls the contact center with an urgent issue. His new coffee machine isn’t working properly, his smart sprinkler system isn’t configured correctly, or his internet connection is inexplicably down.

How to Bridge the CX Gap Across the Organization


A Frost & Sullivan executive summary on how to bridge the CX gap that is prevalent across so many organizations today. Articles


Home Office Network Setup for the Remote Employee


The remote workforce is now more prominent than ever, and companies are looking for the best long-term or even permanent solutions for a work-from-home model that meets the needs of the business.

Caring for Customers During a Pandemic

Contact Center Pipeline

The impact of the coronavirus pandemic has been multilayered, creating widespread fear and stress over health and safety, income, finances, child care, elder care and the economy. In just a matter of weeks, lifestyles were dramatically altered, businesses shuttered and global markets tanked.

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.

Amazing Business Radio: Ramon Ray


Tools of Amazing Customer Experience. How Big and Small Businesses Can Improve CX. Shep Hyken interviews Ramon Ray , founder of Smart Hustle Media. They discuss various strategies and tools that businesses large and small can use to create amazing customer service and experience.

The 5 Rules for Making and Managing Customer Memories

Beyond Philosophy

The 5 Rules for Making and Managing Customer Memories. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

Promotions – Tip #7

Steve DiGioia

Not the kind that gets you the corner office, a big expense account, or stock options; I’m talking about the kind you use to advertise and spread the word about your business.

Inside View: Ian Stokol, CCXP

Contact Center Pipeline

The Customer Experience Professionals Association (CXPA) defines an outstanding CX practitioner as someone who “inspires excellence in all aspects of the CX discipline and elevates everyone involved to a new level.”

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!

Transitioning Back to the Contact Centre

Call Design

With the threat of COVID-19 still lingering, everyone needs to understand exactly what it means to come back to the office. Contact centres are at an especially high-risk for transmission due to the number of people on each shift and the sharing of equipment between team members throughout the day.

Contact Center Industry Perspectives and Resources


CCNG is working through our network of colleagues and resources to help share information, insights, and ideas on maintaining strong customer care, employee support, and business continuity during this challenging period.

QA measures customers actually care about


Our last post introduced a new way to connect (QA) measures with business outcomes we all care about, such as retention, share of wallet and advocacy.

The Long and Winding Road

Contact Center Pipeline

If you’ve read any of my Contact Center Pipeline columns over the past nine years, you’ve probably noticed that I usually sneak in something about music in just about every one of them. That’s because I like music.

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.

COVID-19’s Impact on Contact Centers has Leaders Rethinking Strategy, Technology and Business Continuity Plans

NICE inContact

The rise of COVID-19 has prompted many contact centers to embrace remote working amid stay-at-home orders and concern for employees’ health and safety.

To Stay at Home or To Not Stay at Home: An Invitation to a Research Study


The contact center industry has never experienced anything like the COVID-19 pandemic. The rapid shift to move agents and supervisors to their homes has demonstrated that a work-at-home (WAH) model is possible for business continuity purposes.

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How CMIOs can adapt to the “new normal”


The new normal, other than the donning of facemasks in public places and calls for frequent handwashing, is the spike in virtual doctor visits.

Why the Call Center Was Already Collapsing—Even Before COVID-19

Contact Center Pipeline

COVID-19 has made the fundamental flaws in phone-based support impossible to ignore.

[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.

3 of the biggest contact center challenges, and how voice authentication solves them

NICE inContact

AI-based voice authentication is not just powerful identity and verification contact center software. It’s a giant leap forward in enhancing our privacy and data protection, with built-in safeguards for more secure business transactions in real-time.

Lean On The Collective Knowledge of Your Network


In less than 90 days the world changed and customer care changed with it. Organizations, customers and staff are unsettled. Expectations are moving targets and operations are in flux. However, for many contact centers it’s now time to focus on the new path forward.

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5 Common Sales Challenges and How to Overcome Them

Integrity Solutions

No matter how rapidly and dramatically external events may change, the top sales challenges seem to stay the same, year after year. Why aren’t salespeople and sales organizations able to make much headway in overcoming these common struggles? It’s not for lack of activity.

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Using Knowledge Management As A Service In Different Industries


Knowledge transfer is inextricably linked with all knowledge worker professions — healthcare, finance, legal, information technology, tech, education, journalism, the list goes on. So why do so many still struggle with it? knowledge management

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!

Why Your Call Center Needs Speech Analytics


Today, only 1-2% of recorded voice calls are analyzed by the average contact center, leaving hundreds of thousands of minutes of data untouched. That’s because an analysis of every single call by hand – a process that can take up to a half hour per call – would be a waste of time and resources.

If you’re not listening, you’re definitely not customer-centric


Customer-centric decision-making should be the basis of all operational decisions. But is it? The difference between a company that says they are customer-centric and one that already is comes down to listening.

Lessons From The Overlook: See the Big Picture

Toister Performance Solutions

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.