Sat.Dec 07, 2019 - Fri.Dec 13, 2019

5 Key Principles of Direct-to-Consumer Customer Support


What’s the key to the success of direct-to-consumer brands like Glossier and BirchBox? Well, the name of this new breed of businesses says it all: it’s that direct relationship with consumers.

Incentivising Your Call Center Agents for the Holidays | Holiday Prep Series


It’s the most wonderful time of the year — and the busiest. Forty percent of all businesses say call volume increases by as much as 70 percent during the Christmas period. This could leave your call center agents overwhelmed.

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What is Employee Experience? Definition & Best Practices


Most business invest time, effort and scrutiny on the customer experience. However, its internal equivalent – the employee experience – receives far less attention than it deserves in many organizations.

How to Create an Annual Call Center Forecast

Monet Software

Anticipating the future is a core mission for any contact center. Inevitably, the CFO wants an accurate budget and the recruitment team needs to know how many full-time equivalents (FTEs) to bring on two months from now.

Your Complete Customer Engagement Handbook

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

The Truth about CX: How much is Hype?


The hottest term in customer service in 2019 was “customer experience” or “CX” (not to be confused with the Mazda CX in Google search results). Customer Experience

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4 Things Your Support Team Should Do In Chat

Myra Golden Media

I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. When I set up a chat platform for my clients, I have two goals. First, I want to deliver a fast and complete support experience.

How to Use Text Analytics to Improve Your Customer Experience


With text analytics, you can examine open-text feedback for an organized, actionable, high-level view on the feelings and the comments your customers make about your company. Paying attention to open-ended feedback is crucial if you want a clear representation of your customer experience (CX).

Why you should outsource your customer service

TELUS International


Incentives and your Customer Experience

Taylor Reach Group

By Colin Taylor. “Make your employees happy and they will make your customers happy.” ” This simple maxim has been echoed by business leaders from Richard Branson to Herb Kelleher, and it is true.

How to Create an Exceptional Customer Experience

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

Behavior-Based Agent Motivation - If this/then that


Motivating a team of customer service agents can be daunting for a team leader. HR Management for CX CX Culture

Making the Most of the Customer Lifecycle Management Process


A strong customer relationship can last for years. How do you begin to manage all the potential outcomes, needs, and variables that determine the path ahead? Break it down into small steps.

Guest Blog: Winning Tactics for CX Vendor Selection


This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives.

APIs 185

Start Your Social Media Customer Service Strategy Here

Russel Lolacher

STRATEGY (strat·e·gy) /?strad?j?/. strad?j?/. “a plan of action or policy designed to achieve a major or overall aim.” ” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one.

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.

5 Tips for Post-Holiday Customer Support


The holidays are a busy time. With an influx of travel plans, gift buying, and end-of-the-year promotions, brands find themselves faced with the task of maintaining inventory, getting orders out the door, and ensure that their customers are left satisfied. This can create stress for everyone and all the requirements that come with serving consumers. Travel companies have to deal with flight cancellations, delays, and stressed customers.

Prediction: The 3 Biggest Customer Experience Game Changers of the Next Decade

Customers That Stick

Last week we took a look at the three biggest customer experience game changers of the past decade, the 2010s; now, we’re going to look into our crystal ball and I’m going to try to predict what the three biggest customer experience game changers of the next decade, the 2020s, will be.

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part One)


With all the focus on how technology—including AI, data, personalization and more—can drive a better customer experience, I wanted to shift my focus back to basics.

If You Work with Customers, You Need to Be Friendly (Or at least act friendly)

Myra Golden Media

I rarely trek grocery store aisles these days. I order online and either have my food delivered, or I get my bags brought right out to my car. At the grocery store yesterday, I rolled my window down as the employee approached, dragging the cart behind her.

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.

8 Ways An Integrated Ticketing System Supercharges Your Contact Center


8 Ways an Integrated Ticketing System Supercharges Your Contact Center The benefit is kind of right there in the name, isn’t it? An integrated ticketing system helps you manage customer cases, conversations, data, and more.

Why You Need More Breaks During the Holidays

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to and affiliated sites. You've ruined Christmas!"

Amazing Business Radio: Joel Makhluf


The Empathy Machine. Using AI to Guide Employees Toward Better Customer Care. Shep Hyken interviews Joel Makhluf. They discuss the need for more awareness and empathy among customer service agents and how AI and technology can provide that. >

Managers Are Usually to Blame for Escalations

Myra Golden Media

Customers are shrewd and impatient. They’re not going to mess around with a customer service employee who feigns (or lacks) authority to resolve issues. Customers will put their “get me a manager” card on the table in a hair’s breadth.

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.

How to Bring more prospects through your funnel


You want to convert more leads faster. But the rising cost of leads is killing your CPA, which, in turn, is preventing you from bringing more prospects through your funnel. lead generation outbound sales

What to Look for in a Secure Headset

Contact Center Pipeline

Audio solutions are an effective way to enhance mobility in an office communications network, delivering sophisticated capabilities such as adjustable noise cancellation and directional microphones that contribute to a more productive workplace.

5 Top Customer Service Articles for the Week of December 9, 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.

How to Master Rapport with the Best Tips From My LinkedIn Learning Course

Myra Golden Media

Date of birth? Last name? Zip code? Have you ever had a conversation with a customer service person, and it went something like that? A lot of people ask questions this way. The problem with talking in little bytes is, it sounds robotic.

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.

How to reduce call center volume with Computer Vision AI


Customers prefer NOT to deal with your customer service team, with 67% wanting to access support without calling. They don’t want IVR menus, hold times or even the perkiest reps.

Looking Back at 2019: A Letter from the Publisher

Contact Center Pipeline

As the year draws to a close, I extend wishes to you and your loved ones for the happiest of holidays and wish you each a very Happy New Year. The end of 2019 marks the end of our 10th year in publication. This achievement is a credit to the Pipeline team who consistently make […].

Critical: The Strength Of Customer’s Emotion

Beyond Philosophy

Why the Strength of Customer’s Emotion is Critical. Customers’ emotions are a critical part of Customer Experience. Our research shows that over 50 percent of a Customer Experience is about customer emotions. Furthermore, we know that emotion drives customer behavior. Having awareness of what emotions your experience evokes when and why is critical to your Customer Experience Outcome.