Sat.May 02, 2020 - Fri.May 08, 2020

Three Phases For Heading Back To Business

Experience Matters

Organizations need to plan for three phases of recovery after the post-COVID shut down: 1) Explore, 2) Reorient, and 3) Normalize. This post explains each phase and how Experience Management (XM) can help. The post Three Phases For Heading Back To Business appeared first on Experience Matters. COVID/Economic Recovery Customer experience XM - Experience Management

Guest Post: Why Anecdotal Customer Feedback is Dangerous


This week we feature an article by Jay Baer , founder of Convince & Convert. He shares insight on gaining and interpreting customer feedback. Editor’s note: This post was originally published on Jay Baer’s site, Convince & Convert. Customer feedback is a gift. I believe that. I wrote a whole book about it called Hug Your Haters.

Five Essential Skills of Top Customer Service Reps

Contact Center Pipeline

According to Bain & Company, organizations that excel at customer experience grow revenues 4%-8% above the rest of the market. Often, companies don’t understand how customer experience and customer service differ or how they can work together to improve brand loyalty and customer service metrics. Short-term customer service interactions comprise one of the building blocks […].

Valuable Lessons to Takeaway From This Common Poor Practice

Beyond Philosophy

Do you love your cable company? . If you do, you are in the minority. People almost universally align on their distaste for their cable company. However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth.

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!


Victor Midgley

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The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers

Contact Center Pipeline

Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a very different social contract than what has been in place over the past decade when they predominantly worked traditional 8- to 10-hour shifts. Today, it’s not unheard of for agents to […].

What You Should Learn From This Poor Practice

Beyond Philosophy

I hate my cable providers. That’s right, providers is plural. I have two different providers, one in the UK and one in Florida, and they both provide poor experiences. In many ways, I see cable companies as the perfect example of what not to do with your Customer Experience. This Episode of The Intuitive Customer takes a look at all the ways cable companies provide experiences that do not promote customer-driven growth.


Victor Midgley

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5 Top Customer Service Articles For the Week of May 4, 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. Customer Experience is the way! But where is its value? by Thomas Wieberneit. Epikonic) What is the experience gap? At the end of the day, it is the mismatch between brand and product promise and delivery to these promises. My Comment: This is an important article.

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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.

Contact Center Pipeline Magazine: Inside Our May 2020 Issue

Contact Center Pipeline

What a difference a month makes! Well, that is what I thought I would be saying this month as we release the May issue, but that doesn’t appear to be true. Many of our centers are still in the midst of a full-blown struggle to keep up with a higher volume of customer contacts (with […]. Inside The Issue call center contact center COVID-19 WFM work from home

The Top 50 Customer Service Experts of the Decade (2010–2020)


Customer service has changed a lot in the last 10 years. Behind that change are customer service experts who helped redefine the customer experience. Look at any industry, and you’ll see a rigorous focus on keeping customers happy. Companies today care about the customer journey and invest in their customer’s success. This phenomenon is no […].

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Victor Midgley

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Amazing Business Radio: Ronn Torossian


Crisis Management and the Customer Experience. How to Adapt and Handle a Global Crisis Without Sacrificing Your Customers. Shep Hyken interviews Ronn Torossian, CEO of 5W Public Relations. They discuss strategies for managing PR and global crises while strengthening your relationships with your customers. Top Takeaways: A key finding from 5WPR’s 2020 Consumer Culture Report was that 71% of people surveyed find it important to buy from companies that align with their values.

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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!

Women in Leadership: How to Succeed—and Lead—in the Contact Center Industry

Contact Center Pipeline

In honor of women who inspire, influence and serve as role models, I’ve compiled leadership advice from five of the finest contact center leaders I know. All have held senior leadership positions at enterprise-level contact centers. They are also sought-after speakers at industry events, such as the annual GTACC (Greater Toronto Area Contact Center As­­so­­ciation) […].

Four ways to create an effortless customer service experience

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to and affiliated sites. The research started as a quest to discover the most effective ways to delight customers. It soon took an unexpected turn. Matt Dixon and his colleagues found that delighting customers didn't pay.


Victor Midgley

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Salesforce FSM: 6 Tools that Drive Technician Enablement


Modernizing field service management (FSM) has become a priority for many organizations in a sector largely defined by legacy systems and outmoded practices. Many seasoned field service technicians are old-school – having only begun using smartphones in the recent past – creating efficiency issues within FSM. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.

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.

COVID-19 Impacts on Contact Centers & Our Company


My heart goes out to everyone affected by COVID-19; these are truly challenging times. I wanted to share some helpful, data-driven industry insight gathered from our contact center customers, and some ideas of ways to bring teams closer together even as we’re forced to work apart. contact center call center cx assurance custserv work from home

Employer strategies for the return to office transition


As stay-at-home and social distancing efforts continue to help flatten the curve, government officials across the U.S. have started loosening restrictions. Some employers are already drafting up plans to ensure that the transition back to the office runs smoothly. While we don’t know what our new normal will look like, it is important for places of business to be proactive as we grow nearer to reopening most operations. First things first.

Importance of a Complaint Management Software in Hotels & Restaurants

Wowdesk Blog

Customer complaint management is the most overlooked hotel management technology. Alarmingly, a huge number of hotels are dependent on manual processes to manage their guest complaints and requests. And from what we know, results are not impressive. . No one can avoid customer complaints, but how you and your team manage the concerns can make or break your hotel or restaurant.

Tips for Managing a Remote Customer Service Team

ProProfs Chat

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Of these flexible work arrangements, the flexibility of being able to work from anywhere takes the biggest priority. To find an answer to this question let us shave a look at some of the stats. As per Forbes , 80 to 90 percent of employees want to work from home, at least on a part-time basis. .

The 5Es of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

When you build your community, if you know where to focus your initial efforts, you'll be able to set yourself up for success and future growth. Setting your objectives correctly will allow yourself and others within your organization to leverage your community to meet your overall business objectives. In order to establish this type of 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.

How to Build a Multi-Skilled CX Team


The top 9 skill sets you need in your core customer experience team in order to succeed. Articles

Effort reduction in times of crisis


Since March 11, Tethr has analyzed more than one million calls across 20 companies to see how the COVID-19 pandemic is affecting different areas of the enterprise. Not surprisingly, our findings were less than stellar news for both CX and customer service teams. Customers are dealing with extreme anxiety due to sudden unemployment, hour reduction, salary cuts and indefinite furloughs.

3 Essentials For Making the Work From Home Call Center Work For You

NICE inContact

After spending the last couple of crazy months executing all of our contact center business continuity plans in response to the global COVID-19 pandemic, let’s pause for a moment to reflect on what’s next for the work from home call center.

Frontline Medical Interpreters Share Their Stories in the Age of COVID-19

Certified Languages International

In the U.S., more than 30 million workers are considered essential. They formed the economic backbone of our society pre-pandemic, and now have the additional burden of being our lifesavers, the people we’re relying on to keep us connected and safe during this challenging time. These frontline workers include clinicians, bus drivers, grocery store clerks, cleaners, and delivery drivers.

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!

Using IA and CJA to Improve CX

DMG Consulting

Using IA and CJA to Improve CX. During the past few months, we’ve published a series of newsletter blogs, columns and white papers to help executives and contact center leaders manage through the coronavirus pandemic. This month, we’re addressing an issue that will return to importance, once economies reopen and the business world returns to what many are calling the “new normal.”

How TEI can start working for you right away


It’s one thing to have powerful data at your fingertips, it’s another to know what to do with it. The Tethr Effort Index (TEI), the market’s first machine learning-based, predictive customer effort score, not only scores effort, it shows you how to take action on what you discover. . Using TEI, you can weed out difficult, high-effort interactions from customers who are now likely to spread negative word of mouth, churn and leave for a competitor.

Celebrating Nurses Week Through the Voice of Our Modern-Day Super-Heroes


Every minute, every hour, every day, people around the world depend on nurses for their health and wellbeing. That’s been true for centuries, but it’s perhaps never been more true than it is today. When we think of the super-heroes we grew up with, they ran toward challenges to help people and make a difference [.] The post Celebrating Nurses Week Through the Voice of Our Modern-Day Super-Heroes appeared first on What’s next. This is a summary.