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.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

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.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

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


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 Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

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.

Sales 250

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.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

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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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).

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.

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.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

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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How to Grow Your Service Culture with Team Champions

Toister Performance Solutions

Scaling culture is a big challenge in customer-focused organizations. It's easy when there are just a handful of employees. The boss is also the owner, chief executive, and head culture cheerleader. The culture is easy to discuss, share, and reinforce when the group is small.

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.

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.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

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.

Can I Get a Customer Service Job Without a Degree?

Customers That Stick

Can you get a customer service job without a degree? There are absolutely a wide variety of customer service jobs that do not require a college degree. Many customer service jobs are designed for entry-level employees and a degree is not a prerequisite. .

What is Customer Retention Management and Why Does it Matter?


As the economy grows increasingly customer-centric, customer retention becomes more vital to the success of enterprises. Repeat customers provide greater value at a lower cost than those who buy something once and leave.