Sat.Oct 19, 2019 - Fri.Oct 25, 2019

3 Scary Customer Service Tricks and How to Treat Your Customers to Better CX Beyond Halloween


We frequently write about customer experience as a key competitive differentiator. In fact, according to industry data—and anecdotal evidence from the contact center leaders we talk to every day—consumer expectations and the service levels they demand are only increasing.

How to Ramp-up Your Customer Service for the Retail Holiday Season with Outsourced Help

Advantage Communications

Statistics from the National Retail Foundation found that a staggering 20 to 40 percent of yearly sales for small and mid-sized retailers take place within the last two months of the year.

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What are Best Practices for Inbound Call Handling?

CallSource Insights

Good call handling skills are necessary when handling inbound sales calls, but what are best practices for having an effective strategy? Inbound call handlers have a lot of responsibilities when answering the phone at your business.

Virtual Assistants Can Be Your Contact Center Agents’ Best Friends

Contact Center Pipeline

For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for many centers. Yet contact centers face labor markets that are not conducive to hiring and retaining great agents. Our Future of the Contact Center Survey put Robotic Process Automation (RPA—aka Agent […].

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

How to Provide Personalized Customer Service

Call Experts

Sometimes, when a customer contacts you, they are arriving frustrated and in need of help. Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs.

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Should Call Center Teams be Worried about the impact of AI?


In a blog post, we published on our site in January of 2018, we talked about how artificial intelligence was reshaping the call center industry.

After They Buy - What to Know About Post-Purchase Customer Experience


When you think about customer experience, your ideas for improvement most likely center around the part of the process that involves directly serving your consumer.

25 Tips & Best Practices for Identifying the Best Call Center Services


Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house.

Airbnb Gets It. Do You? Learn About The Airbnb Way.

Beyond Philosophy

The latest thing I am into is Airbnb. Airbnb properties have character, at least the ones that we chose. I like that when we use Airbnb, we stay places where we wouldn’t typically. I find Airbnb fascinating because it is an organization that is disrupting the hospitality industry.

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How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

When People Are Your Business, Behavior Is Your Product

Contact Center Pipeline

People are more than cogs in a machine. Like it or not, a person’s history and current situation drives behavior more than workplace rules. There are certain unchangeable facts about any business. In the contact center, our business is people.

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Bad Timing or Bad Decision


Recently, my wife and I went out to dinner. We planned to go to a movie afterward but couldn’t decide what to see. Easy solution—we decided to go home and watch one of our favorite shows on Netflix. We arrived home, got comfortable, turned on the TV and… nothing.

7 Unexpected Tools that Will Help You Improve the Customer Experience

CX Accelerator

There aren’t many professional career paths more rewarding than Customer Experience (CX). Life as a CX professional is never dull, always changing, incredibly challenging, and so fulfilling.

Looking To Hire A Call Center?


Are You Looking to Hire a Call Center? Has your call volume reached new heights, or are you looking for a new way to generate leads? Hiring a call center is the perfect solution to handle a high volume of calls. Call centers let your business continue to thrive by taking the load.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Develop a Customer Journey Strategy: Examples and Tips


Customers want to see the value of your product or service—fast. They bought your product to solve a specific problem and if they are unable to achieve the desired outcome, they may churn. By helping customers achieve their own goals using your product, you’ll create loyal customers for life.

Optimize Your Customer Experience Management Strategy


A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. In response, many organizations have begun rolling out a new function called customer experience management (CXM).

Five Key Skills for Virtual Team Leaders

CSM Magazine

The internet has made a lot of things possible. Movie and music streaming, online banking, e-commerce and social media are just some of the benefits that come to mind. The internet has also allowed people to work anywhere, either on their own or in virtual teams.

Scary Customer Stories to Tell in the Dark


Want to terrify everyone at your work Halloween party ? Ask them if they’re sure they know where to find the latest positioning information. Here at Guru, we LOVE a good scary story, so turn down the lights, grab some candy corn, gather round the Keurig, and prepare to be spooked. knowledge management

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Solving the Most Common Operational Call Center Problems


Next in my series of Solving the most common Call Center Problems (also read Solving the Most Common IT Call Center Problems) ?is is the Operations Team’s perspective. Once the IT department has looked at the feasibility of the call center software, the operations team’s job starts.

Voice in a Digital World


Last week on our podcast , host Jim Freeze and Susse Jensen, Senior Experience Designer at Adobe, discussed voice design and how businesses can intelligently design voice interface to result in intuitive, effective customer experiences.

5 Top Customer Service Articles for the Week of October 21, 2019


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. Advanced B2B CX Strategies Nobody Talks About by CustomerGauge.

Things You Think About When Shopping While Being Black

Myra Golden Media

Two employees were chatting at the register. Both looked up when I crossed the threshold, taking in my Afro blossom, but rather than speak to me, nod or smile, they merely fell back into their banter.

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

Who Owns the Customer Experience?

Contact Center Pipeline

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick wins, so she begins to tackle customer problems already well known within the organization.

The Secret of Measuring Customer Emotions

Beyond Philosophy

Unless you serve robots exclusively, your customers are humans. Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization.

Guest Blog: Hiring and Leadership to Improve CX in Your Call Center


This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business.

Next Issue Avoidance – How contact centers can preempt follow-up calls


Many common customer issues can be easily predicted. An expired credit card means a payment won’t go through. A purchase of a complex smart device means installation guidance will be needed. A coffee machine that’s in daily use will require maintenance after a year or so.

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers. Join our live education session, backed by new independent studies to learn more about: AI: The basics. Why does my contact center need to adopt AI now? Introducing AI in your contact center: where and when. The effect on the Customer Experience. Successful implementation of AI support in your center. Recommendations for your AI superpower pack.

Exceeders’ List of top 10 Customer Experience Influencers

Peter Lavers

WCL Customer Management’s founder Peter Lavers has again been named as a top influencer in the realm of Customer Experience (CX). The list has been created by Exceeders – an IT community that gathers the most innovative IT providers across the globe to provide customers with the latest innovations.

Insights to understanding Customer Habits

Beyond Philosophy

Understanding Customer Habits: A Practical Guide. Habits can be excellent or terrible for your Customer Experience. When it is the customer’s habit to buy from you, then there is not a problem. However, when it goes the other way, well, let’s just say some habits are meant to be broken.

Amazing Business Radio: Maria Ross


The Competitive Edge of Sympathy. Creating a Culture of Empathy to Drive Success in Business. Shep Hyken interviews Maria Ross.