Sat.Jun 13, 2020 - Fri.Jun 19, 2020

Remote Work is Working


Contact Centers Demonstrate Value Amid COVID-19 and Beyond. Until very recently, only 13% of contact center agents worked remotely on a permanent basis. Now, in an environment shaped by the coronavirus pandemic, that number is rapidly growing.

Exit Interview Questions for Call Center Employees


Employee departures can be tough to handle in the fast-paced environment of a call center. However, even in agent turnover , opportunities to improve your organization’s efficiency and profitability abound.

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A Simple Act of Acknowledgement: Customer Service in an Online World

Satrix Solutions

I am a huge fan of online shopping and meal delivery services. I have tried almost all the major meal delivery services currently on the market – some of which I am a Promoter and others I’d be a Detractor.

Why you need to identify your primary customer

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to and affiliated sites. I'm sure he's stealing," said the manager. But I can't fire him."

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!

Four things the best CX disruptors do right

TELUS International


More Trending

How to Build a Cost-Effective Remote Contact Center


Call centers have traditionally been perceived as cost centers due to a number of factors like – being labor-intensive, high cost of infrastructure, and the overall high cost per agent. Leading to the organizations looking down upon them for not generating high ROI.

Tales of Not Putting the Customer First

Russel Lolacher

Is your organization really putting the customer first? If you talk to any organization, they will always tell you that the customer is their first priority. It’s who they serve. It’s why they get up in the morning. It’s their reason for being in business.

Why Humans Need Chatbots – and Chatbots Need Humans


Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more.

You May Not Know It, But You’re in the Subscription Business


I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning?

Sales 319

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!

The 5 Rules to Managing How Your Customers Make Decisions

Beyond Philosophy

The 5 Rules to. Managing How Your Customers Make Decisions. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

Upskilling the Contact Center: Planning for Your Agents’ Future in an Era of Uncertainty

Contact Center Pipeline

The impact of the coronavirus pandemic continues to unfold, shifting last quarter’s priorities to the back-burner. As more communities around the world go on lockdown, company leaders are focusing their resources on stabilizing the operations.

Computer Vision in Field Service: Empowering and Enabling Technicians


Even before COVID-19 disrupted the world, the field service industry had been undergoing a transformation. Seasoned Baby Boomer field service technicians are rapidly approaching retirement, causing a generational gap.

Guest Post: When You Need to Scale Up Customer Service… But Your AI Just Doesn’t Quite Cut it Yet


This week we feature an article by Daniel Ramsey, founder and CEO of MyOutDesk. He discusses the pros and cons of AI customer service tools, as well as the benefits of utilizing a virtual assistant.

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!

This is How to Make Better Decisions

Beyond Philosophy

We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization.

Accomplishing Call Center Transformation with Unified Communications Softphones

Contact Center Pipeline

The contact center industry is seeing a growing need to improve operational efficiencies, enable increased flexibility and agent versatility, and deliver vastly enhanced customer experiences.

How Machines Impact Experience Design


Designing a customer experience that seamlessly incorporates the machines from our daily lives. Articles

Amazing Business Radio: Dan Hill


Facial Coding in the Customer Experience. How to Read and Respond to Customers’ Emotions to Deliver Better Service. Shep Hyken interviews Dan Hill , founder of Sensory Logic.

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.

Don’t Make Assumptions – Tip #3

Steve DiGioia

How many times did something “fall through the cracks” because you thought another co-worker was going to handle it? I’ve always told my team, don’t make assumptions.

Meet Paul Stockford: Our June 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Paul Stockford is Founder, President and Chief Analyst at Saddletree Research, a veteran-owned boutique research and analysis firm with a sharp focus on the North American contact center industry.

Guide to Keeping Your Customers: 24 Customer Retention Strategies


Customer retention is the act of keeping customers engaged, creating customer advocates, and reducing churn before it happens. Imagine you never acquired another customer. Your sales team went home, and all you had left was your current group of customers.

5 Top Customer Service Articles For the Week of June 15, 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. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? by Retail TouchPoints. Retail TouchPoints) In 2020, revenue is critical. And one of the biggest factors contributing to revenue is customer loyalty.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Use TEI to close the loop with frustrated customers


What Is a Good Net Promoter Score

ProProfs Blog

Recommendations work like magic, especially when a customer recommends a company/brand to a friend, family & colleague. These customers tend to repeat their purchase and act as brand advocates at various events/situations. Positive word of mouth is an ideal situation for any business.

4 Major Risks to Call Centers After the COVID-19 Pandemic


As we speed towards the close of our third official month in lockdown, it’s time to start thinking about the future. And that means thinking about how to transition back to the contact center. But what risks will the post-pandemic contact center manager expect? And how can they mitigate them?

Is it Useful to Benchmark Your Net Promoter Score?

Satrix Solutions

Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. On one hand, executives value information about their organization’s performance and how they compare to other companies in their industry.

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.

Now presenting: A guide to TEI


The Tethr Effort Index (TEI) is a powerful and substantial tool. Are you ready to dive into all facets of TEI? TEI is an AI-derived metric, measuring the effort for each customer interaction based on more than 100 independent variables and thousands of discrete phrases and utterances.

#WeStandStrong in the name of Diversity, Equity and Inclusion


Diversity, Equity and Inclusion (DE&I) are not just buzzwords anymore, they are crucial parts in the DNA of today’s organizations. Cultivation of initiatives centered around DE&I creates a culture of openness and mutual support that nurtures employees and facilitates innovation.

How CERN Faces the Pandemic the Digital Way – A Customer Success Story


Ilem was founded in 2001 and specializes in digital and managed services to help enterprises digitalize their business. They are headquartered in Switzerland, and also have offices in France and Morocco. Collaboration Success Story: CERN.