Sat.Jan 25, 2020 - Fri.Jan 31, 2020

Don’t Implement a VRI Solution without Considering Your Infrastructure

Certified Languages International

Implementing a VRI solution in a healthcare system can be hectic. You’re fielding questions from end users and trying to coordinate training schedules, all while managing expectations from key stakeholders. It’s enough, even under the best of circumstances, to spike your cortisol levels.

Predicting customer emotion in the contact center

TELUS International

Next-Gen Technology

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How to Prioritize Customer Experience Initiatives


We share best practices on how to prioritize customer experience initiatives. Due to limitations in resources, organizations have to prioritize which initiatives to spend their money on.

How to Build a Shared Mission in Your Contact Center

Monet Software

A sense of purpose enhances retention and performance–but how can it be instilled in the workforce? In the race to build a highly engaged workforce to deliver exceptional customer experiences, contact center leaders are asking some deep questions.

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!

Social Media - A Challenge and Opportunity for Customer Service

The Call Center School

Social Media has been adopted, by and large. Whether or not you’re an avid tweeter or adding to your Instagram story daily, it’s safe to say social media is here to stay. What does this mean for businesses?

More Trending

No Fault Found Returns: a Supermassive Black Hole for Retailers


Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the retail holiday increased nearly 20 percent last year, reaching $7.4 billion across the 4,500 retail websites tracked by Adobe Analytics.

How to Run a Successful VoC Program With Salesforce


In today’s competitive marketplace, it’s more important than ever that companies deliver amazing customer service. Focusing on customer experience just might be the single most critical investment a company can make.

Q&A: How to Streamline Onboarding to Reduce Churn


Q&A: How to Streamline Onboarding to Reduce Churn. Customer retention and churn prevention start at the beginning of a customer’s journey with your company – in onboarding.

Why Omni Channel Service is the Optimal Solution


Businesses are always trying new ways to improve the customer service experience. One of the most successful ways is an Omni channel approach. This is a powerful way to cater to a customer’s specific needs while giving them the choice of how they wish to communicate.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Guest Post: How Good Customer Service is Defined by 4 Different Generations


This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation.

4 Lessons from Scaling a Customer Support Team


When I began working as Director of Support for Handshake, a career community that connects students and employers, I thought my role would focus largely on hiring, managing a team, and improving workflow—but I’ve come to find out that modeling data and automating processes is just as important.

The Power of Promises

Horizon CX

According to Wikipedia, the definition of a promise is a commitment by someone to do or not do something. As a noun, a promise means a declaration assuring that one will or will not do something. As a verb, it means to commit oneself by a promise to do or give.

5 Strategies to Improve Customer Retention With Social Media


Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Learning to Consider Others

Customer Service Life

Image by DanaTentis from Pixabay. It’s amazing the customer service insights I gain from raising my kids. We recently moved to a new neighborhood and are thrilled to have multiple kids on our street, including some the same age as my oldest son.

How to Set Customer Service Goals for Your Team


Goals are a great way to add meaning to your workday and give yourself a destination to work towards. Odds are good that at some point in time, you’ve looked up from your desk and thought … what next? Working 8 hours a day, 5 days a week without goals is a sure-fire recipe for burnout.

Once Upon A Time In Businessland


Today I share with you a fable. Once upon a time a great genie paid a short visit to the town of Businessland, where he happened upon three entrepreneurs, each of whom wanted to open an ice cream shop.

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Meet Customer Contact Strategies: Our January 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s SPONSOR WALL OF FAME Company name Customer Contact Strategies CEO/Founder Michele Rowan When founded 2009 Describe your company We help companies design/expand their work-at-home programs for contact centers via custom consulting, public workshops and conferences.

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.

50+ Customer Engagement Statistics for 2020

ProProfs Blog

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online.

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Mark Hollyoake gains his Doctorate on B2B Trust

Peter Lavers

Sincere congratulations to one of our associates, Mark Hollyoake , for successfully completing and passing his Doctorate, analysing and proving the constituents of business to business (B2B) Trust.

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Amazing Business Radio: Bob Chapman


Employees Matter. Care for Your Employees and They Will Care for Their Customers. Shep Hyken interviews Bob Chapman. They discuss his leadership philosophies and approach to creating a “truly human” culture of caring.

The Contact Center Trends to Watch Out for in 2020

Contact Center Pipeline

When invited to compile this list of customer service trends for 2020, naturally the first thing I did was look back at all of the predictions made the previous year.

How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

What Is Multi Channel Customer Service and Why It Is Important

ProProfs Blog

Do you think customers today will take the pain to stand in a queue to resolve a query or ask a question? Obviously they won’t. . The current digitally dominant world has reduced the wait time to seconds , and no one wants to resort to old school methods of communicating with their favorite brands.

Finish by Jon Acuff (a One Win Book Review)

Customers That Stick

In this One Win Book Review, we take a look at Finish by Jon Acuff. Check out the video below to hear Adam’s one win that you can take away from Finish to improve your organization’s customer experience and customer service. link]. About Finish.

Guest Post: How Good Customer Service is Defined by 4 Different Generations


This week we feature an article by Pem Brooke, Marketing Manager of SuperStaff. Pem discusses the importance of shifting customer service tactics in order to cater towards customers from each generation.

Top 5 Posts in January

Contact Center Pipeline

The start of the new year is always filled with predictions about which technologies, practices or strategies you need to keep on your radar.

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.

Top 5 reasons to attend Opentalk 2020, by Kathie Johnson


Talkdesk’s CMO shares five reasons why you should attend Opentalk 2020, the premier CX conference, April 22-23 in San Francisco . Opentalk® is a must-attend event for anyone passionate about customer experience (CX).

Is it time to reassess your QA function?


Disruptive technologies have been fundamentally reshaping the way we work for decades. The development of bots and automated messaging has particularly transformed the world of call centers, enhancing the role of agents around the world.

How to Lead Your Industry in the Era of Rapid Change


It’s no secret that CEOs desire to lead their industry with the help of digital transformation. According to Gartner’s 2018 CEO Survey , 78% of CEOs believe that their companies are either industry pioneers or fast followers.