Sat.Oct 30, 2021 - Fri.Nov 05, 2021

Contact Center Pipeline Magazine: Inside Our November 2021 Issue

Contact Center Pipeline

What a great time of year. It is Halloween as I write this so I am thinking about gremlins, ghosts and goblins. Of course, there are unicorns, ladybugs and princes. Kind of reminds me of our contact centers. There is the scary, the delightful and the practical.

I Am Really Frustrated. Why Can’t My Boss See the Need to Change?

Beyond Philosophy

Our podcast encourages listeners to tell us about problems that they would love some behavioral science or practical insights into helping them solve. We call it “I’m in a pickle,” and it is about solving real-world problems with the principles we discuss.

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When Your Customer Experience Hits a “Bump in the Road”

Shep Hyken

One of our faithful subscribers sent in a question. While he’s in the hospitality industry, this could apply to any type of business. There have most likely been times that many of us have fallen short in taking care of our customers. It could be an isolated incident, which is easy to fix.

Get It Fixed, Then Clam Up!

Steve DiGioia

In the service industry, problems happen every day. An employee makes a mistake, and the customer is, at best, disappointed. Or angry, at worst. It’s inevitable. It happens. It’s part of any operation that has many “moving” parts.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

12 Better Ways to Start a Customer Service Email

Contact Center Pipeline

“Thank you for contacting us.” There’s nothing wrong with that little email starter sentence, but it’s not great, either. Think about it. In most cases, you’re thanking customers for doing something they wish they didn’t have to do: email you to complain about a problem or to get help.

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Best Practices of Great Coaches

The Northridge Group

Customer loyalty is earned by being great and consistent at the basics and finding ways to delight your customers in unexpected ways.

Q&A with Aruba: How We Scaled Our Customer Engagement Strategy

Totango

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital.

How Do We Build Culture with Distributed Teams?

Contact Center Pipeline

COVID-19 redefined how we work together. It caused us to act differently and work better together as humans, and not just business leaders. It was very apparent in the latter days of 2020 that leading, managing and coaching virtually was here to stay.

Guest Post: Are Customer Surveys the Best Way to Receive Feedback About Your Brand?

Shep Hyken

Jacob Borgeson is the Product Marketing Director at Khoros where he helps brands understand how communities can help their businesses. He shares the challenges and limitations of using surveys to gather feedback about customer experience.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

How We’re Improving Accessibility and Usability at Guru: Part 2

Guru

As part of our commitment to improving the accessibility and usability of Guru , we have a dedicated design system “ pod ” that focuses on creating consistent, accessible, and beautiful experiences across Guru.

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5 ways conversational intelligence software can (and will!) save you money

Tethr

When you get right down to it, we’re all here for the same reason.

Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up

Totango

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

Lessons from The Overlook: Investigate small problems

Inside Customer Service

Note: Lessons from The Overlook is a periodic 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.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

Getting Data from your WFM System

Call Design

Which is better Direct Query or Webservice? This is a question that is asked a lot in businesses where data needs to be extracted from various sources and collated.

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The top three things that will win over business leaders for contact center technology investments

NICE inContact

Other contact centers are upgrading their technology to keep up with customer and competitive demands. To get a more macro view of technology investments, download the complimentary ContactBabel report, State of Contact Center Transformation in the New Digital World.

Net Promoter Score Question Best Practices: How to Ask Them and How to Follow Up

Totango

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. It reflects both how enthusiastic customers are about your brand and how likely they are to recommend you to others.

5 Benefits From Outsourcing Customer Service

Call Experts

Outsourcing customer service is one cost-effective way to improve the service quality that your company offers, particularly if you are just starting or your business is creating too much pressure on your existing customer service team.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Create a Winning Customer Service Strategy in 6 Steps

Fonolo

Customers are the heart of every contact center. If customers don’t interact with your business, you really don’t have a business, which puts a well-strategized and successful customer service strategy at the forefront of contact center success.

Is WhatsApp Integration for Customer Support Worthwhile?

Babelforce

2 to 3 billion people worldwide use WhatsApp, making it the most used messaging platform globally. This figure isn’t bumped up by inactive users – around 70% of WhatsApp users check the app every day.

Edify Changes the Customer Service Conversation Quite Literally with Machine Learning-powered Real-time Transcription and Translation into 100+ Languages Across Channels

Edify

Contact: Liz Cahill for Edify Labs. LCahill@edify.cx. PR Machine Learning Edify Press Release ML contact center solution contact center agents Edify Huddle CX translation

What Really is a Virtual Receptionist?

Abby Connect

If you’re like me, you were probably surprised (or relieved!) to learn that not every administrative task has to take place at your business’s physical location. In fact, a lot of tasks can be done remotely by a virtual receptionist. But what about your front office staff?

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

Gartner® Identifies Key Trends Driving Contact Center Innovation

LiveVox

Digital and AI-enabled self-service options are what customers want, and contact centers are heeding the message. In this October 2020 report by Gartner®, you’ll find the latest market trends and innovations in customer experience.

AnswerConnect Plants Over One Million Trees Through Giving Back Program

AnswerConnect

As part of our giving back program, with our NGO partner TREES, we’ve passed the one-million-mark and planted 1,020,964 trees! The post AnswerConnect Plants Over One Million Trees Through Giving Back Program appeared first on AnswerConnect Blog.

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How to Increase Sales While Managing the Holiday Rush

Quiq

Share This Story Are you tired of hearing it yet? The holiday season is just around the corner. This year poses a lot of challenges, from broken supply chains to slow shipping to stressed-out customers. But among the overwhelming support requests is a golden opportunity to send sales skyrocketing.

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Technology, listening to customers drives MoneySolver call center and organization

NICE inContact

MoneySolver is a fintech company. You’ve probably heard the term fintech—it’s everywhere now and is likely a growing part of your daily life, even if you don’t realize it.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

How to Observe National Native American Heritage Month

LiveVox

Welcome to Native American Heritage Month! Each November, we honor the many sacrifices, contributions, and achievements of American Indian and Alaska Native people. It is also an opportune time to celebrate the rich history, culture, and traditions of the Native people that have enriched our nation.

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A Day in the Life of a Knowledge Manager: An Interview With Crisp's Martin Theobald

Guru

What is it like to step into the role of a knowledge manager at a company? We spoke with Martin Theobald, a Knowledge Manager at Crisp, to find out. knowledge management

Q&A with Aruba: How We Scaled Our Customer Engagement Strategy

Totango

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital.