Sat.Feb 01, 2020 - Fri.Feb 07, 2020

Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal?


Customer Experience is More Than Transactional: Is Your Marketing Value Longitudinal? Lynn Hunsaker. Customer experience is not limited to an interaction.

Why Your Business Needs Multilingual Call Center Services


There are close to over 6500 languages spoken in the world we live in. The cultural diversity between each nation that speaks these languages as well as nations like India that have several languages within the same country is something to be appreciated.

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What Seven Years in Prison Taught Me About Managing and Respecting the Customer Experience

Contact Center Pipeline

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind it, and I was really good. It takes a combination of personality, skill, savvy and charisma, and a strong knowledge of drinks, to be successful in this role.

Guest Post: Why Businesses Must Emphasize a Human Touch Over the Phone


This week we feature an article by Riley Panko, a Senior Content Developer & Marketer at Clutch. She emphasizes the need for human interaction over the phone in a world of automated response systems.

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!

Why You Should Hire Retail or Food Service Workers For Customer Support


If you can find someone that has worked down on the ground in a coffee, retail or food service, you can rest assured that they have the first grounding bits to be truly excellent at support.

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Call Center Metrics Best Practices


Obtaining useful metrics on daily operations in your call center can help to improve many aspects of your business. However, there is quite a bit more to making effective use of call center metrics than merely amassing data and generating reports.

The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy


The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit.

Bigfoot Customer Service. What Is It and Why Are You Still Giving It?

Steve DiGioia

Bigfoot. The elusive missing link between humans and apes. But what does he have to do with customer service? Well, plenty. There are many similarities between the creature and the service many of us dish-out to our customers. That’s why I call it, Bigfoot customer service. Let’s get into it. Rumors.

Self-service: a Key to Reducing Dissatisfaction in Customer Relations


Self-service and customer relations: provide autonomy to your customers. According to a Zendesk study, the main reasons for customer dissatisfaction are the multiplication of online contributors (57%) and a resolution time that is too long for 46% of respondents.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

The Last Customer on Earth


What if you only had one customer left to do business with? Maybe this was the last customer on earth? Norman Beck—my friend and faithful reader of The Shepard Letter —and I were talking about this idea and he shared another way of looking at it.

Framing Effects – Discover This Powerful Marketing Technique To Gain Growth

Beyond Philosophy

How you present information often influences your audience to perceive it differently. In marketing, sometimes how you present the facts takes advantage of the information in a way that shouldn’t matter when you think about it rationally.

Contact Center Pipeline Magazine: Inside Our February 2020 Issue

Contact Center Pipeline

Welcome to the February issue of Contact Center Pipeline. I’ve always thought of February as a fun month with the opportunity to show some love! The best way to show your agents some love… recognize and support them.

A Step-by-step Guide to Provide Exceptional Customer Support

ProProfs Blog

Everyone says that customer support used to be easy. Now, note the past tense in that. For an 18th century blacksmith, the questions and concerns from customers were pretty simple. Solutions came easily too.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Amazing Business Radio: Stacy Sherman


The Voice of the Customer. Creating WOW Moments by Simply Being Human. Shep Hyken interviews Stacy Sherman. They discuss strategies for improving CX throughout every level of an organization.

Secrets Revealed: This is How You Get Growth!

Beyond Philosophy

This is The New Imperative for 2020. Our global Customer Experience consultancy engaged research at the end of 2019 to determine our direction for the next decade. We learned that, first and foremost, organizations want to gain growth.

Will TRACED Mean the End of Robocalls in 2020?

Contact Center Pipeline

In the August 2019 issue of Contact Center Pipeline, I wrote a column entitled, “Robocalls? Don’t Shoot Me, I’m Only the Harmonica Player.” If you’re curious about what being a harmonica player has to do with robocalls, I suggest you read the column.

Transitioning from agent manager to coach


The quality of service your organization delivers depends on the skills of your employees. But in today’s bustling work environment, supervisors are struggling to find the time needed to effectively coach staff for continual performance improvement.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

The Tribal Knowledge Base – Sharing the Wisdom in Customer Service


Contact center attrition rates are notoriously high.

Discover This Powerful Marketing Technique to Gain Growth

Beyond Philosophy

Discover This Powerful Marketing Technique to Gain Growth. How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketing departments.

5 Ways to Politely Say No to Customers: With Real-Life Examples

ProProfs Blog

What is the most dreadful thing during customer interactions? Being in a situation where you have to say No to the customer- Isn’t it? . There are times, and really often too, that a customer comes to you with a request that is just not possible for you to fulfill.

Free CSAT Calculator


Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI. Tools


How a Community of Practice Can Support Your Customers

Speaker: Georgina Cannie, Online Community Lead, Pragmatic Institute

Join Vanilla Forums on Thursday, July 9th 2020 at 12 PM ET for a webinar led by Georgina Cannie, Head of the Pragmatic Alumni Community for Pragmatic Institute, as she explores how Online Customer Support Communities can incorporate CoP programs.

5 Top Customer Service Articles For the Week of February 3, 2020


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. 6 Hot Customer Loyalty Trends Emerging in 2020 by Brad Davis.

Discover This Powerful Marketing Technique to Gain Growth

Beyond Philosophy

Discover This Powerful Marketing Technique to Gain Growth. How you present information has a significant effect on how your customers perceive the message. It’s no secret; it’s why there are marketing departments.

Preempt follow-up calls like a Next Issue Avoidance pro


You walk a customer through an issue, resolve their problem and wrap up the call. At that point, you consider the job done. But is it? Organizations are often under the impression they’re performing well because they have strong first-contact-resolution (FCR) scores.

Does Your Company Need a Chief Experience Officer?

Toister Performance Solutions

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to and affiliated sites.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

You’re Measuring CX…But What Are You Doing About It?

Taylor Reach Group

By Peg Ayers. Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather?

5 Customer Service Tips That Will Help You Retain More Customers


Guest Author: Scott Miraglia, CEO, Elevation Marketing. Customer service isn’t just a buzzword. When done right, it works to attract, retain, and convert more customers. 90% of Americans view customer service as a signal to determine if they should do business with a company.

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What Are The Worst Customer Service Job Responsibilities?

Customers That Stick

What are the worst customer service job responsibilities? I’m not sure this question actually hits the reality of customer service very well. . I don’t necessarily think there’s a particular responsibility that stands out as bad, maybe documenting customer interactions.