Sat.Nov 27, 2021 - Fri.Dec 03, 2021

Guest Post: 4 Ways to Transform Customer Experience While Growing Rapidly

Shep Hyken

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products.

Buyers Guide: How to choose the best customer service software


Read our blog for tips and best practices to choosing and buying the best omnichannel customer service software for your business


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How to Bring Agile Innovation to Customer Success


When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. This gains you the ability to implement CS at scale, giving you a winning edge over competitors who are still a generation or two behind in their deployment of CS automation.

How Contact Center Insights Can Improve Enterprise Operations

Contact Center Pipeline

What do you picture when someone says “contact center”? Rows of employees at computers with headsets? An office full of tiny cubicles? Personally, I picture a giant treasure chest overflowing with gold. No, I’m not insane… at least I don’t think so.

AI Insights Playbook––Understand Your Customer Experience To Improve It

The biggest challenge facing Contact Centers is understanding what customers expect. With today’s changing customer expectations, dynamic market realities and aggressive competitors, organizations must understand where they are successful and where they fall short. Download this eBook to learn how you can improve your customer experience with the help of Artificial Intelligence.

It’s a Wrap! I filmed Two LinkedIn Learning Courses Remotely!

Myra Golden Media

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses.

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Improving Customer Experience by Empowering A Compassionate Workforce

The Northridge Group

Empathy is a desirable trait for customer service associates; however, compassion takes empathy to the next level.

Top 5 Posts in November

Contact Center Pipeline

This month’s top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce.

Lots of Exciting News!


This has been a big week at PeopleMetrics. In case you did not hear, I launched my second book called Pharma Customer Experience ( CLICK TO VIEW ON AMAZON ) on Tuesday (11/30).

New Opportunity: Why Nostalgia is not just a thing of the past, but the present!

Beyond Philosophy

I am happy to announce that I am getting my first electric guitar. Many of you know that also means I am buying my first amplifier, too.

100 Pipeline Plays: The Modern Sales Playbook

For the first time, we’re sharing the winning plays that took us from scrappy startup to a publicly traded company. Use our proven data-driven plays to grow your pipeline and crush your revenue targets.

The Three N’s of Employee Fulfillment

Shep Hyken

In the best of times, it’s important to keep your best employees. In tough times, it’s even more important. Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great.

Contact Center Pipeline Magazine: Inside Our December 2021 Issue

Contact Center Pipeline

TIS THE SEASON when it is time to reflect and anticipate. That’s what I do as the year comes to an end. I think about what was and what will be. The end of one year and the start of another seems to naturally inspire this. Contact Center Pipeline had a very good 2021. I […].

The 11 Best Help Desk Software for 2022 [Ranked & Rated]

Help Scout

Managing customer requests is a hassle without the right tool. These 11 help desk software options will help you get things under control. Read the full article

The Top 3 Customer Service Trends to Expect in 2022


The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Organizations relying on call center support were forced to transition to digital channels during lockdowns.

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.

How We’re Improving Accessibility and Usability at Guru: Part 3


Over the past few weeks, we’ve been proud to share the investments we’ve made into improving the usability and accessibility of our product (if you haven't already, read part one and part two ).


[Webinar] How to Conquer Labor Shortages with Contact Center Technology


From retail to tourism to food service, almost every sector is currently experiencing major labor shortages , and contact centers are no exception.

Delivering great CX this holiday season despite supply chain challenges.

NICE inContact

The holiday shopping season can make or break a retailer's entire year. Contact centers are used to the holiday spike in transaction volume, but this year may be even more challenging for retail businesses and contact center agents to navigate. CXone

Meet your 2021 Influitive BAMMIE Finalists


The Influitive Best Advocate Marketing Awards (BAMMIES) bestow the highest honor for trailblazing companies that are leveraging the collective power and influence of their customers to achieve their business goals, and this was yet another year packed with incredible submissions.

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.

Start the No Meeting Day Revolution at Your Office


As companies have started to make the shift from remote work being a temporary necessity to a way of life, there’s been a lot said over the issue of productivity. internal comms


Top 4 Customer Experience Trends for Financial Services to Expect in 2022


In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services.

It’s a mad, mad world out there. Can contact centers provide some calm—and even a little happiness?

NICE inContact

We all get mad. Boy, do we get mad. We all have our triggers. Someone cuts us off in traffic. We’re given the wrong order. Contact Center Management Contact Center Trends & Insights Customer Experience

A Quick Comparison of Virtual Receptionists at Call Experts and Call Ruby

Call Experts

If you want the best virtual receptionists and live answering service to manage your customer support, Call Experts and Call Ruby are here for you. But if you’re curious about how our two companies compare, read on.

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.

Whatsapp Chatbots for ECommerce – Why your business needs it


The eCommerce industry is like a rapid torrent. It is always in a state of a hurry to replace the existing. With every passing year, new trends take the spotlight and set the tone for the rest of the year. Sooner or later are replaced by a new trend. But, there are certain trends that [.].

Top Live Chat Best Practices for 2022


If you’re reading this, you likely have either just implemented live chat on your website or are thinking about it. If you’re the latter, let us help you make your decision – 75% of people prefer live chat over any other channel and it leads to a 40% increase in conversion rate. Convinced now?

The customer experience that keeps on giving

NICE inContact

It’s the small details and the experience of being cared for that ultimately drives a customer to stay with your company for life. So, give your customers something to be thankful for this year, and you’ll find they will pay you back tenfold. Customer Experience

How to Choose the Right Call Center for your Business


Customer service continues to be a key factor in the success for most businesses. Handling customer queries on a daily basis is crucial for B2C and even B2B companies that rely on high value clients for their revenue and continued operations.

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!

Breaking Down the Customer Success Trust Equation


As CSMs, we all want to establish a baseline of trust and security with our customers. Customers should feel comfortable and open to sharing any issues or concerns they may have.

Launch a Stellar Retail Customer Service Strategy in 6 Steps


Over the last few years, the retail industry has undergone many drastic changes, and therefore, so has the world of the retail contact center. Physical retail locations have experienced mass closures while eCommerce and omni-channel shopping have exploded.

What Makes a Successful Customer Health Journey?


Customer health is a critical component of your overall customer success program. More than just customer satisfaction, customer health software helps measure the value customers are or are not receiving from your solution, allowing you to make necessary adjustments to your overall journey.