Sat.Dec 22, 2018 - Fri.Dec 28, 2018

Being Memorable Makes A Difference

Global Response

Great experiences are emotional experiences and emotional experiences are memorable. And, often times, the memory of an experience is more important than the experience itself! At Global Response, we make it our more. The post Being Memorable Makes A Difference appeared first on Global Response. Culture and Leadership


Write the Perfect Customer Thank you Email


We all want to feel appreciated, and your customers are no different. In fact, according to research conducted by the Peppers & Rogers Group , up to 60% of customers will stop dealing with a business that they feel is indifferent to them. So how can you make your customers feel appreciated?

Live Chat vs Chatbots: What You Need to Know

ProProfs Blog

You must have heard this a lot: Customers want their issues resolved, and they want it done now. And why shouldn’t they? They are aware that organizations use tools like live chat software , ticketing systems, and online repositories to make the support process seamless.

Christmas And New Years Message

Beyond Philosophy

Thanks for all your support! Please do a review and tell your friends and colleagues about the podcast. The post Christmas And New Years Message appeared first on. Podcast


6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

The 3 Biggest Mistakes Employees Make When Giving Bad News to Customers

Myra Golden Media

Telling customers what they don’t want to hear is one of the hardest things customer service employees will ever have to do. Giving bad news is hard because of the fear of backlash and because so many customers will just escalate to a supervisor in hopes of getting a different response.

More Trending

How to Measure Customer Satisfaction With CSAT


Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly.

How to Make Time for Self-Care When You Work Remote

Customer Service Life

When it comes to remote work, many of us picture the ease of lounging on our couches in our PJs while plugging away on our laptop. But if we’re not mindful, this way of life can cause our overall well-being to fall off track.

Top 10 Contact Center Technology Posts in 2018

Contact Center Pipeline

Advances in technology continue to accelerate an exponential rate. If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. What were the biggest technology-related concerns for customer care and contact center leaders in the past year?

Guest Blog: How Millennial’s are Changing the Customer Service Landscape


This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken.

Artificial Intelligence and the Customer Experience

There's no denying that Artificial Intelligence is popping up everywhere in consumers' daily lives. But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

Everything You Need to Know About Survey Response Rates


Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Instead of relying on hunches, companies can make confident, data-driven decisions that save time and money. Customers benefit from sharing feedback too.

Looking at phone fraud and caller authentication in 2019


When it comes to fighting phone fraud, contact center professionals are always looking ahead. They have to. Otherwise, they’re bound to fall behind evolving social engineering scams.

Top 10 Posts in 2018

Contact Center Pipeline

It’s hard to believe that 2018 is already drawing to a close! At year-end, it’s always interesting to pause and take a look back to see which topics piqued the interest of Pipeline blog readers. The following were our 10 most-read posts in 2018.

5 Top Customer Service Articles for the Week of December 24, 2018


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 Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

Why Brand Perception Matters and How You Can Measure It


Business is built on customer relationships, and brand perception sets the tone. Today’s consumers share their opinions and experiences widely, and their peers trust them when it comes time to buy or pass.

How SaaS Help Desk Software Helps in Achieving Business Goals

ProProfs Blog

Lead generation, sales, and operations continue to be the top business goals, but customer service is the foundation of organizational success.

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Top 5 Workforce Management Posts in 2018

Contact Center Pipeline

Workforce management is a blend of art and science—and without a doubt, an effective WFM strategy is vital to the successful operation of any contact center. What was on the minds of contact center WFMers in 2018? Our five most-read WFM blog posts are below.

Amazing Business Radio: Chrissy Cowell


The Gig Economy. Cost-Effective Customer Support in an On-Demand Society. Shep Hyken interviews contact center expert Chrissy Cowell.

How to Optimize CX Through the Voice of the Customer

Speaker: Faith Adams, Analyst at Forrester

Join Intouch Insight and special guest, Faith Adams with Forrester Research, on November 8 at 1 PM EST and learn how you can act on VoC data

How to Measure Net Promoter Score (NPS) With Salesforce


Since its inception, Salesforce has focused on giving organizations a holistic view of their customer data. The platform’s robust offerings and ease of integration have long set it apart from competitors, and the numbers prove it—the software giant saw $10.48

4 Technology Trends that Transform Contact Centers


Advancements in technology have revolutionized how companies interact with customers.

Cutting Average Handle Time With a Robot Assistant

Monet Software

Most celebrities have personal assistants that take care of the routine tasks in their lives, so their rich and famous clients can focus on being fabulous.

What was the best customer service and contact center content from 2018?


12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

How to Distribute Surveys to Get Quality Responses


The benefits of online surveys are vast. In fact, Pew Research noted that online surveys are one of the cheapest, most convenient means of data collection that include very limited influence from social bias.

My Most Popular Blog Posts of 2018

Toister Performance Solutions

As 2018 winds to a close, it's time to take a look back at the past year. One thing I like to do is review my blog to see which posts resonated the most with readers. There were a couple of surprises here, including my most popular one. #1:

Essential Tactics for Creating Valuable Customer Surveys

ProProfs Blog

There is nothing more effective than a customer survey when it comes to knowing if your customers are satisfied with your products and services. It gives your customers a chance to voice their concerns and praise or criticize the offerings that they’re dealing with.

Fighting the Negative Perception of the Contact Center Workplace

Monet Software

Why do so many people think contact centers are miserable places to work? Perhaps that’s the message they get on websites like Quora, that provide a forum for disgruntled employees to vent about high-pressure situations, dictatorial bosses, and annoying customers.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

Ready for VoIP? Advantages and Disadvantages to Make the Right Choice


Below is a summary of the advantages and disadvantages of VoIP phone systems. If you’d like to jump right to the summary table, click here. VoIP Advantages and Disadvantages: Overview Defining VoIP VoIP: Advantages VoIP: Disadvantages Using VoIP Services at Home IP Telephony for Businesses How to Switch to VoIP Defining VoIP VoIP (Voice over […]. The post Ready for VoIP?

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3 KPIs To Track if You Want to Boost Your Customer Experience


What is your relationship with your customers like? Do you feel like you’re losing out on sales because your customers aren’t loyal to your brand? Do you want to improve your customer satisfaction and loyalty but don’t know how to? Well, then you’ve come to the right place.

How to Be Sure You’re Paying Every Call Center Agent Properly


Are you overpaying your call center agents? Many call center managers are without even realizing it! While paying your staff adequately and in a timely manner is important, so is keeping your company financially stable. Doing both is about striking a balance in your payroll department.