Sat.Mar 07, 2020 - Fri.Mar 13, 2020

What Does Customer Experience Look Like in the World of Coronavirus?


We’re getting lots of emails these days from airlines, restaurants, schools, and grocery stores—and they’re not survey invitations!

Use Agent Voice DNA to Improve Contact Center Hiring Results

Contact Center Pipeline

Providing a good customer service experience is more important than ever. One bad experience over the phone can lead to bad reviews, criticism on social media, and—the worst scenario—loss of business.

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The ROI of Contact Center Benchmarking

Transparent BPO

“If you can’t measure it, you can’t improve it.”

Why Knowledge Management is Critical for Remote Teams


You slam the snooze button. “I’ve I’ve got another fifteen minutes,” you tell yourself. You’re working from home today. No sweaty subway ride. No bumper to bumper traffic. And, as an added bonus, you can even stay in your Frozen pajama pants (side note: this author’s cover is now blown).

A New Segmentation Model for Customer Onboarding

In this eBook, we 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.

Are You Making This BIG Mistake?

Beyond Philosophy

Have you ever made a snap judgment about another person only to discover you were wrong? I have. Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. .

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Building the Business Case for Contact Center Improvements

NICE inContact

Even for the most obvious investments that drive improvements to your business; the process of building consensus, addressing cultural change and locking down an airtight business case can be troublesome even for the most seasoned business leader.

The Employee Experience Starts with the Hiring Process


Every company wants to have good employees. More importantly, they also want the right employees. There’s a difference. The smartest person in the world may not end up being a good cultural fit for a company.

Everything’s On Script: The Advantages of Custom Phone Scripts


Does your call center rely on improvisation? Could your contact platform use a communication protocol that’s more in line with your products, services, and overall brand message? Custom call scripts can help.

Building a Strong Foundation for Employee Engagement

Monet Software

5 Basics Every Call Center Must Get Right. Employee engagement is a powerful force. An engaged workforce is associated with better customer retention, lower turnover, greater productivity and among publicly traded companies, even higher stock price.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Are Microskills the Key to Surviving the Bots?

Contact Center Pipeline

As the next decade is upon us, we should all take a minute to understand the big trends that are going to impact our contact centers. Do you have anxiety about the bots? More broadly, are you thinking about how technology will impact how business is conducted in the contact center?

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience


This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x

Are You Making This Big Mistake?

Beyond Philosophy

We all misjudge other people’s motivations at times. The academic term for it is a Fundamental Attribution Error (FAE). An FAE describes how we misinterpret our limitations and the motivations of others and how we mistakenly attribute successes and failures for ourselves and others.

Remote assistance: protecting customers and employees from coronavirus


To mitigate the impact of crises such as natural disasters, epidemics and terror attacks, leading companies are adopting innovative remote assistance methods to address the safety concerns of their employees and customers.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Executive Interview with LogMeIn’s Ryan Lester

Contact Center Pipeline

We have all used your products for many years. I am thrilled to have the opportunity to sit down and discuss the organization behind these solutions. You have enabled our abilities to work remotely and securely. (I I even shredded my cheatsheet of passwords for your product!

5 Top Customer Service Articles For the Week of March 9, 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.

23 Service Improvement Tactics That Work (Number 4 Is My Favorite)

Steve DiGioia

Reevaluation. It’s a tried and true method to improve your customer service. But how many use this often enough to benefit from its findings? Good question.

What is the Difference Between Digital Experience and CX?


The relationship between digital experience and CX explained. We break down the role DX plays in CX and why it matters for brands who want to grow in the experience economy. Articles


Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

Omnichannel Customer Engagement 101: Every Business Owner Should Know

ProProfs Blog

Did you know that 64% of modern consumers care less about the price if they are getting the best customer experience? As a result, companies are adopting a customer-centric approach to find out what customers like and what they don’t. This has made modern buyers highly demanding. .

Amazing Business Radio: Rupesh Patel


The Secret to Getting Customer Reviews. The Strategy Behind Getting and Utilizing Customer Feedback. Shep Hyken interviews Rupesh Patel. They discuss the importance of customer feedback and strategies for getting positive reviews.

Airline Communication Amid Coronavirus - Any Lessons?

Teresa Allen

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread.

Tethr responds to COVID-19 outbreak


Tethr continues to monitor the fast-moving developments regarding the COVID-19 epidemic. We have a Business Continuity Plan in place to reiterate Tethr’s dedication to our customers; uninterrupted, secure and resilient service being part of that commitment.

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.

Do Customer Service Jobs Come With Training?

Customers That Stick

Customer service is not necessarily a natural skill set and there are a host of techniques that must be trained and then made into habit for people to succeed with customers.

Guest Post: 5 Ways a Ticketing System Empowers CS Teams to Build a Delightful Experience


This week we feature an article by Dwayne Charrington , a technical writer currently associated with ProProfs Help Desk. He shares the benefits of incorporating a help desk ticketing system into your business. Experience-led businesses have 1.7x higher customer retention, 1.9x return on spend, and 1.6x

4 Steps to Creating Urgency in Change Management


Organizations are constantly changing. These can be chosen changes, such as rolling out a new software, like Guru , to your tech stack or choosing a new snack for the communal office pantry.

The Top 3 Call Center Hiring Hacks


In the last five years, the trend of outsourced overseas call centers has begun to reverse. This reversal means more U.S. based call center agents and more competition when hiring problem-solving, caring-natured people.

3 Reasons to Prioritize On-Demand Customer Training

On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.