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

Three Phases For Heading Back To Business

Customer 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.

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.

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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.

We just joined Instagram. Will you follow us?

Myra Golden Media

We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Customer Experience Design

ABCs of Data Normalization for B2B Marketers

Data normalization. It’s not a far stretch to suggest that the topic isn’t exactly what gets marketers excited in their day-to-day workflow. However, if lead generation, reporting, and measuring ROI is important to your marketing team, then data normalization matters - a lot. In this eBook, we’ll break down the ins and outs of data normalization and review why it’s so critical for your marketing strategies and goals!

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.

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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.

Get Remote Customer Service Employees Off the Phones (at least) Once Weekly to Reboot

Myra Golden Media

My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. The manager posted a list of ten items on the team’s GroupMe app.


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?

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Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

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 […].

Simple Guidance for Empathy with Customers

Myra Golden Media

When you convey empathy to customers, you reframe the issue from “problem” to what you can do to help. Before offering a solution or asking the customer for details, like claim number or email address, provide a statement for empathy.


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.

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Vanilla Conversations: A Virtual Conference on May 19-21

Communities are important. They help us learn, grow, share and most importantly, connect—which is especially important during these difficult times. But creating great communities that serve this purpose, or any purpose, can be difficult to perfect, even for the seasoned community manager or enterprise organization. That's why we've created The Virtual Community Expo. Join Vanilla Forums for their free 3 day expo, where you'll hear from nearly 30 speakers on all things that matter in the community space. We can't meet in person, and so, this is where the conversation continues.

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.

This Tip Helps You Get Angry Customers to Back Down

Myra Golden Media

When a customer reaches out to you about a problem, they usually don’t think things will be easy. They expect to have to push for what they want. To customers, it’s them against you.

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.

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

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

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.

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.

Tips for Managing a Remote Customer Service Team

ProProfs Blog

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.

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 2019 Technographic Data Report for B2B Sales Organizations

In this report, ZoomInfo substantiates the assertion that technographic data is a vital resource for sales teams. In fact, the majority of respondents agree—with 72.3% reporting that technographic data is either somewhat important or very important to their organization. The reason for this is simple—sales teams value technographic data because it makes essential selling activities easier and more efficient.

The State of B2B Customer Experience Report


Our 2020 research reveals a new outlook on the CX space and how to thrive in it. Reports

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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.

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.


Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle


Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that.

The Time-Saving Power of Intent Data for Sales

By using the power of intent data, capturing buyer interest has become more feasible for sales. Not only that, but using it will save immense time during your workflow; a win-win on all fronts.