Sat.Apr 30, 2022 - Fri.May 06, 2022

6 Best Practices for Stellar eCommerce Support Service 


Ecommerce support service is a key part of any business, especially eCommerce. But it’s more than just a customer service department.

Want to improve customer service? Look at your processes

Brad Cleveland

Customer service involves many variables. In this video, we’re going to look at customer service as a process. We’ll see where quality standards fit, and why improving processes is where you’ll make substantial progress. Your quality standards set the mark.


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Call Center Metrics that Matter


The call center is the hub of customer service in a company. That means that expectations for agent performance are high. Customers are calling in for a variety of issues or general queries and want to be treated well. If they have a poor experience then they are very likely to go elsewhere.

5 Things Pro Wrestling Teach Us About Customer Service

Steve DiGioia

Ok, ok, so I’m a wrestling fan. So what? Maybe you are too. There are millions of us. And we watch it every week. I’ve been doing that since I was a teenager. I used to take the train from my home in Brooklyn, NY to Madison Square Garden in Manhattan each month to watch the matches in person.

Leveraging Data Analytics to Optimize the Customer Experience

Speaker: Nathan Hart, Dan Fenton & Imran Mohammed

Join The Northridge Group for an exploration into how a data-driven root cause analysis of Contact Center First Contact Resolution (FCR) issues can lead to actionable insights to resolve FCR problems, improve Customer Experience, and reduce costs!

I’m Answering Your De-escalation Questions Live May 5th at 11:00 am ET!

Myra Golden Media

I sourced my subscribers for the most pressing de-escalation questions, and on Thursday, May 5th at 11:00 am ET, I’m answering questions live! Meet me there? Here’s the link for my live Q & A. Customer Experience Design

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5 Ways to Leverage WFM Software to Reduce Agent Burnout


The life of a contact center agent isn’t easy. It involves helping customer after customer with little to no recognition for taking on a difficult issue and finding a solution.

Making the Most Out of Your CCaaS Investment

Contact Center Pipeline

The demand for digital transformation is driving new investments and strategies aimed at modernizing today’s contact center, namely shifting functionalities to the cloud and leveraging artificial intelligence (AI).

What is continuous business performance improvement?


Continuous business performance improvement focuses on identifying areas of improvement, taking action and aligning those efforts with specific organizational goals. Read more in this blog


All You Need to Know About CSAT To Drive A Better Customer Experience


There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. Definitely something companies strive to avoid.

2021 State of Customer Service Experience Report

Consumers are shopping online more now than ever before but find the service experience inadequate. Download The Northridge Group's State of Customer Service Experience report for more insights into the latest customer experience trends.

Customer Health Score: A Guide to Improving Client Satisfaction


Customer health score is one of the fastest and easiest ways to assess whether your SaaS customers are satisfied with your product and brand. Knowing this can help you evaluate churn risk and spot opportunities, empowering you to take appropriate action.

Why Your Customer Service S S: And Solutions

Contact Center Pipeline

Today’s businesses are dealing with many post-COVID-19 pandemic challenges that are impacting customer experience (CX). Like the global supply chain, which is a mess and about to get worse. People are buying more, but manufacturers and shippers are struggling to keep up and prices are increasing.

What is customer experience management and why it matters


Delivering positive customer experience has always been a top concern for organizations. However, only recently have they had access to the tools needed to consistently improve CX at scale. Read more

What is Customer Service, Really? – Tip #40

Steve DiGioia

In today’s ever-competitive marketplace, businesses are always looking for the next big thing: What’s the latest fad/trend to follow or copy? What’s the hottest social media channel to spend our time on? How can we incorporate more technology into our business?

The New Digital Landscape for Next-Gen CX

Boost customer satisfaction across all digital channels with this stat-filled guide, which reveals the key ingredients you need to keep all of your customers satisfied.

Everyone Deserves a Compliment??

Shep Hyken

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St. Louis Blues Stanley Cup Championship logo.

Contact Center Pipeline Magazine: Inside Our May 2022 Issue

Contact Center Pipeline

Know what I love best about the contact center industry? It is as relevant and as important today as ever. We are continuously challenged to find better processes to improve our customer experiences and employee successes. We tackle many of these issues this month. We discuss a topic that is on everyone’s minds these days, […]. Inside The Issue call center contact center

Why Customers Claim to Love Self-Service, but Still Loathe IVRs


Designing optimal IVR journeys can help you strike a balance between call containment and CX goals. Or ganizations are transforming the customer experience (CX) in real-time.

What Is Frictionless Customer Experience and Why Is It Important for Your Business?


The 2020 shutdowns of the COVID-19 pandemic pushed people into more virtual interactions than ever before. At the same time, emotions were running high worldwide. For customers, the quality of digital experiences became very important, a trend that is continuing into the post-pandemic era.

A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

Mistakes to Avoid When Selecting a CS Platform: Not Thinking of Customer Success as a Team Sport


Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform.

Amazing Business Radio: Devin Poole

Shep Hyken

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform.

A Call in the Night – Empathy-Driven Action

Education Services Group

The Reason. The year is 2008 and I just turned 18 a few months back; I’m still living at home with both my parents and my two brothers—I’m the middle child (if you hadn’t guessed that already).

Call Routing: Functionalities, Advantages and Strategies for Contact Centers


If you're running a call center, you know that good call routing is the difference between keeping your customers happy and having them hang up on you.

The 5 Stages of Account-Based Marketing — and How to Win Them All

Successfully complete the five stages of ABM: define, identify, engage, convert, and connect. We’ll show you how to create a unified system with your sales team to help them land more qualified opportunities and connect with prospects like never before.

The Benefits of Answering Services for Property Managers

A Better Answer

Blog Answering Service

How to Accelerate Credit Union Digital Transformation


Credit union member expectations are changing and changing fast. While telephone and email were once the go-to support channels, today’s members now expect more. The only way to keep up and meet these expectations is through digital transformation.

Why Digital Is Still the Default at Guru


When Guru opened our Hub Offices in July 2021 (before the vast majority of our friends in tech) we knew there would be growing pains in the adjustment period.


What's the Future of the On-Demand Economy?


A lot has changed since the 1990s dot com boom. Technology has improved dramatically (think: internet of things, cloud technologies, and artificial intelligence), offering convenience and efficiency to consumers.

How to Efficiently Transform Your Customer Service Through AI

Speaker: Rana Gujral, CEO at Behavioral Signals

Automation can enhance productivity, management of volume, and leave agents with more energy to focus on meeting customers where they are. But how, exactly? Join Rana Gujral, CEO at Behavioral Signals, to learn the best ways to apply automation most efficiently.

12 Must-Have Features of a Good Help Desk Ticketing System


What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts.

A Game Plan for FSI’s and Credit Unions (Blog Series)

Enghouse Interactive

A look back at entrepreneurial lessons learned and the rise of net revenue retention with ChurnZero CEO You Mon Tsang


Did you know ChurnZero CEO and co-founder You Mon Tsang built and exited three companies before starting ChurnZero? Suffice to say, he knows a thing or two about how to take an idea and turn it into a successful business. You Mon joined the CHURN.FM

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