Sat.Mar 02, 2019 - Fri.Mar 08, 2019

Modernize Your Contact Center – Move to the Cloud

Waterfield Technologies

What does moving your Contact Center to the cloud mean to the customer? Are there benefits? Calling into a contact center is never a favorite task of anyone. We know […]. The post Modernize Your Contact Center – Move to the Cloud appeared first on Waterfield Technologies. Blog Cloud Contact Center

Does Your Call Center Have The Right Tools For The Job?


You need the right tools for any job. A plumber is nothing without a good pipe wrench. So what do you need to provide your call center with? The more comfortable you make your employees the happier and more productive they will be. Does your call center have the right tools for the job?

Women who made the modern contact center possible


March is Women’s History Month – which was created to educate and promote the achievements of women who have often been overlooked. Often when we think about the modern telecommunications industry, the pioneers we think of tend to.

Look Past the Obvious for a Better Solution


Winter travel can be stressful with the concern of weather-related delays and cancellations. On a recent trip that had a connecting flight, I was notified the night before that my first flight was going to be delayed, which made me worry about missing my connection.

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands. Based on a recent Harris Poll, learn why consumers choose one channel over another, and how common frustrations with specific channels drive consumers to pick alternatives.

3 De-escalation Techniques Gayle King Used In the Emotional R. Kelly Interview

Myra Golden Media

The first thing I read on my iPhone this morning was the interestingly trending Gayle King interview with R&B singer R. Kelly. In the interview, the singer cries, rants at the camera, beats his chest, and stands, towering over Gayle King with warlike body language.

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4 Reasons to Create Job Descriptions & Performance Standards

Call Center Weekly

Errol Allen ? Errol Allen is an operations consultant and customer service expert. Using his 25 + years of corporate experience with companies such as ADT, The Houston Post, TCI Cablevision and GEICO, Errol assists his clients in developing a customer focused environment via documenting processes, creating task manuals, identifying key performance indicators and providing customer service training. He is the author of “Keys to Delivering Amazing Customer Service”. Connect LinkedIn | Twitter ? ?.

Guest Blog: 3 Ridiculously Simple Ways to Generate Customer Delight


This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. Shep Hyken. I once heard about a car dealership who had customer satisfaction scores that were the impressively high.

10 Takeaways Your Employees Get From My Telephone Skills Online Training

Myra Golden Media

Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” ” That point right there – people will never forget how you made them feel – is why we created this course.

How To Create Innovative Service

Beyond Philosophy

One thing many positive Customer Experience stories people tell have in common is they involve a moment that surprised and delighted customers.

Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth

Join Genesys for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth.

5 Influential Ways ProProfs Chat Can Help Improve Your Customer Support

ProProfs Blog

Gone are the days when companies considered integrating live chat to their websites. Today, they are aware of its influence and impact on customers. It is no longer considered but needed to gain benefits like: Building delightful experience with proactive support approach.

Amazing Business Radio: Horst Schulze


Excellent Decisions from the Cofounder of the Ritz-Carlton. Aligning Your Organization to a Company-wide Culture. Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company.

Top five conversational bots and why we love them

TELUS International

What makes a great chatbot? Here's a look at five shining examples of conversational bots

The Remarkable Effect Facial Recognition Can Have on Your CX

Beyond Philosophy

We develop emotional intelligence as children once we understand how other people feel. Based on the behavior of a few of our fellow humans, some of us more than others. Now, machines are developing emotional intelligence as well.

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.

Seamless Self-Service Starts in the Contact Center

Contact Center Pipeline

Customer Experience (CX) as a term may have many definitions, but it is generally accepted that it is all about creating personalized, seamless, low-effort customer interactions. By its very nature, CX takes a holistic view.

5 Top Customer Service Articles for the Week of March 4, 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 Is Customer Service So Bad? Because It’s Profitable.

I Can’t Believe You Cut Me Off!

Customer Service Life

This article was originally published on the FCR blog on February 7, 2019. Click here to read the original post. It’s official. I’ve completely caught the fly fishing bug — an unavoidable consequence given the abundance of fishable water here in Oregon.

How to Improve Customer Experience Using Employee Feedback

ProProfs Blog

Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems. Conducting such surveys helps them in finding out the challenges faced by customers over time.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

The Importance of Gender-Neutral Language for Customer Service


Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because.

Contact Center Pipeline Magazine: Inside Our March 2019 Issue

Contact Center Pipeline

Welcome to our 10-Year Anniversary issue! The March issue represents 10 years of publishing Contact Center Pipeline!

What to Learn from the Best Customer Experience Companies in 2019


There are clear reasons why companies should create an outstanding customer experience for their customers. Take a look at what you can learn from the best customer experience companies of 2019 and find out how to apply it to your customer experience work. Feed generated with FetchRSS

Boost Your Business Growth Using Customer Satisfaction Score

ProProfs Blog

The great poet Rumi once said, “Maybe you are searching among the branches for what only appears at the roots.”. Set in a different time, in a different context, this saying was meant to teach us to fleeting nature of existence.

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Lessons From The Overlook: How We Make Purchasing Decisions

Toister Performance Solutions

Note: Lessons from The Overlook is a monthly 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.

Publisher’s Message: A Decade of Pipeline

Contact Center Pipeline

In November 2008, the idea of creating a magazine for the contact center industry was born. I had left my job after a number of years in the industry working on training, membership, consulting and publications.

How to Reduce Contact Center Attrition in Different Ways?

Dialer 360

Call centers are an entirely tough place to work. Deal with inbound and outbound customer industries may create a massive cost of frustration among workers. The frustration measures huge team turnover. The estimates of different contact center are usually 4 years with profit.

8 Mistakes to Avoid in Your Customer Satisfaction Surveys

ProProfs Blog

“How did you like our product?”. How many times have we asked this question to customers and received vague responses that add no value to the product or company? Customer satisfaction surveys are crucial for business looking to grow by including customer views in their business strategy.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

Enrich Your Omnichannel CX Plan With Social Media


When you’re running a business or you’re a part of a company, you need to be aware of the importance of the omnichannel customer experience (CX). This means, knowing what your customers want, how they feel, and providing them with the best possible experience with your brand or company.

The Payless bankruptcy is a cautionary tale for digital laggards


A couple of weeks ago, it was announced that Payless would be filing for creditor protection and filing bankruptcy after they were unable to pay February’s rent on retail locations, and that all 2,500 North American locations would.

16 Amazing Tips to Make Your Agents Happy In Contact Center

Dialer 360

Call center reps is very important as having hiring excellent contact center software. Reps monitoring based on different as such personality. It motivates and during the hiring procedures. With the support of and prerequisites – makes exactly successful reps.