Sat.Jun 27, 2020 - Fri.Jul 03, 2020

3 Ways to Balance Between Acquisition and Retention


Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly. Feed generated with FetchRSS


7 Ways to Optimize Your Phone Lines for The Busy Season

A Better Answer

A high volume of calls during a busy season may be a good thing. However, it could also mean having problems in handling a large volume of calls and other tasks falling to the wayside. For many companies, their phone lines are their lifelines, and missing important calls can become costly.


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5 Ways to Maximize Customer Loyalty


Post summary: The cornerstone of customer loyalty is great service. Automate wherever you can and focus on pleasing customers instead of trapping them. Create a personable brand. People think in terms of relationships, but they can’t form one with a faceless corporation.

APIs 52

You Can’t Automate Your Customer Relationship


I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Re-Imagining Your Customer Experience in a Time of Change

Beyond Philosophy

Some people watch things happen, some make things happen, and some say, “what happened?” ” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them.

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How to Run a Voice of the Customer (VoC) Program


Simplified CX YouTube series episode on how to run a successful VoC program. Videos


The Perfect Call Center Agent Does Exist


So, you’re hiring a new call-center agent. The reality is, finding the perfect new hire can feel like a unicorn hunt. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average.

7 omnichannel contact center capabilities for business continuity


Many customers prefer and expect different digital communication channel options depending on the context. It may be most convenient to text while in the doctor’s waiting room or to email customer service when there’s a more complex issue.

Top 5 Posts in June

Contact Center Pipeline

More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps.

A Guide to Online Communities for Enterprise Organizations

This guide will provide you with an overview of what procuring an online community can do for enterprise organizations, including: How community compliments enterprise priorities. How the community addresses key challenges. Crucial enterprise community features to look for when assessing vendors. Strategic community programs that drive enterprise community success. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions. The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization.

Guest Post: 9 Best Tips for Maximizing Your E-Commerce Customer Service


This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers.

Automated field service scheduling: the power of Computer Vision AI


Many field service organizations recognize the need to modernize their legacy systems and revamp outdated practices. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.

Your Customers Are Always Watching – Tip #5

Steve DiGioia

What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture one of confidence or submission?


Hold On, I’m Comin’: What to Do with Callers on Hold

Contact Center Pipeline

The 1966 hit, “Hold On, I’m Comin’,” was recorded by Sam & Dave and written by Isaac Hayes and David Porter. I know for a fact that they weren’t referring to actually “being on hold.”

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!

E141 – Grasp The Opportunity The pandemic Brings To Unlock Growth Subtitle: Reimagining Your Customer Experience in Time of Change

Beyond Philosophy

Never Let a Good Crisis Go To Waste. I am fond of an old saying that goes like, “Never let a good crisis go to waste.” ” Part of the reason I like it is it points out that even something as grim as the COVID-19 Pandemic has a silver lining. In this case, it presents an opportunity to reimagine what you do with customers and take advantage of the environment of change that the “new normal” in business will offer. Key Takeaways.

Add Task: how Asana helped us build a better NameShouts


Prioritizing is key to building a company. With so much to do, and so few hands to assign to it, the pace of work at a startup can feel relentless. The work can be dizzying and disorienting, and can even lead some to feel as though they can never truly grasp how much is going on.

Improving the player experience by combatting games fraud??

TELUS International

Games fraud is on the rise as the gaming industry continues to experience significant growth. Discover best practices for combatting games fraud while improving the player experience. CX Best Practices

Contact Center Pipeline Magazine: Inside Our July 2020 Issue

Contact Center Pipeline

With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a country and as an industry. Needless to say, we are facing enormous challenges on both fronts.

An Exploratory Research Study: Customer Experience and Customer Self Support

Speaker: Mike Ellis, Marketing Manager, Vanilla Forums

Join Vanilla Forums on Wednesday, August 19, at 12PM ET for a webinar presentation led by Mike Ellis, Marketing Manager at Vanilla, as he shares their research on customer experience and self service.

Creating a workplace where all feel appreciated


Employees today have the knowledge at their fingertips to explore how businesses around the world handle company culture , fairness, equality, inclusivity and motivational tactics. They have high expectations that come from diverse life and generational experiences. .

The Current + Future States of Financial Services Contact Centers


In financial services, credit union and regional bank contact centers face challenges as they adapt to changes in technology coincident with rising customer service expectations. Customer behavior is continuing to drive this change.

5 Cases of Misunderstanding with Customers and Simple Solutions for Each of Them


Communication with customers greatly affects the company’s reputation and customer loyalty. Therefore, it is necessary to work on improving its quality. However, in any communication there are misunderstandings. In the case of business, this is fraught with damage to reputation and profits.

How to Use Machines to Deliver Great Customer Support


Scale your hyper-personalized customer support program with the help of AI and chatbots. Articles

[Case Study]: Multilingual Support Fuels Gaming Company’s Global Expansion

When support needs peaked for video game developer Wooga, they brought in multilingual player support from ModSquad. Learn how this customized solution helped them save money, grow their player base, and free up more time to create compelling, engaging games.

The CX Reframe: Reimagining customer experience


To begin part three of our CX Reframe series, let’s start with something we can all collectively agree on: February 2020 is gone, and it’s not coming back.

Linking agent performance to business outcomes


Stop forgetting the customer in QA measurement. Are you ready to learn how to unlock details on how the specific contributions agents make are tied to business outcomes? Hold your agents accountable for CX by getting down to the bottom of those high-effort customer experiences.

The Power of Remarkable Support


Providing a great and easy to use customer experience is the rising tide that floats all ships. It may feel like your product is unique, but it’s not.

Lucky Seven! Calabrio Named a Top Workplace Seven Times Running


When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March.

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

The best security standards to keep your contact center up and running


Business continuity has become a crucial topic for organizations in 2020. As the COVID-19 pandemic struck the globe, businesses were forced to migrate to a remote work scenario, many of them relying on cloud-based or cloud-native solutions to do so.

The role of agile in CX


Businesses have been creating new capabilities to advance efficiencies and experiences for years. Most of the time, such changes take months or even years to implement. In the wake of COVID-19 , organizations have had to respond to pressing needs much faster.

3 Communications Strategies to Use During a Crisis


Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value.