Recruiting for the Contact Center of the Future
Contact Center Pipeline
MARCH 23, 2021
For more than a decade, a push toward virtual contact centers with work-from-home (WFH) agents has been moderately successful.
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You might be surprised to learn that when golf courses make less revenue, Disney World’s attendance goes up. You might also find it weird that Mississippi’s marriage rate correlates 99.3% with the US per capita consumption of whole milk. Perhaps most shocking is the fact that more people die of fire, smoke, and flames in years when Nick Cage is in fewer movies. All of these are 100 percent true. Why do you think that is? If you just tried to think of the answer, congratulations! MORE
Can you ever have enough high performers? Do you wish you could clone your best agents and make their outstanding performance the norm? Do you worry about losing your best team members once the economy turns around? Those challenges are about to become greater. MORE
A customer journey analysis helps you improve SaaS client experience and increase retention by optimizing the steps customers take in their relationship with your product and brand. MORE
Today’s Customer Lifecycle Is Technology-driven. As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. If you search Google, you’re likely to find every other article giving a slightly different opinion. MORE
Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience. MORE
Domino’s helped me survive college. My school had a deal with the local Domino’s franchise where you could use your meal plan to order a pizza. The meal plan even covered the delivery driver’s tip. It was way too convenient for a student who was strapped for cash. MORE
While customer support traditionally has been thought of as a vehicle for solving real-time issues, that viewpoint has been challenged in recent years. MORE
Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. But empathy? How does this soft skill fit in? MORE
The IVR isn’t a topic that gets enough coverage. We gravitate to the shinier objects and tend to focus more on the agent experience, omnichannel, and artificial intelligence. Meanwhile, your IVR can be one of the biggest drivers of good vs bad CX. MORE
As part of the 2021 AI Business Week Digital Symposium, I joined the AI in E-Commerce and Retail session to give my perspective on how market-leading brands are using AI to thrive in turbulent times. MORE
Staying on top of new customer service trends can be exhausting. Plus, if you’re only getting news from your vendors, you might not be getting the full picture. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. MORE
Earth 2 and 5CA are delighted to announce their customer experience partnership for the brave new world of Earth 2. As pioneers of work-from-home global CX, 5CA will bring its expertise and passion for brilliant customer experience to Earth 2’s revolutionary online project. MORE
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. Forget Customer Experience. Forget Employee Experience. MORE
The Customer Love Formula. How to Make Your Customers Love Doing Business with You. Shep Hyken interviews Howard Tiersky, Wall Street Journal bestselling author of Winning Digital Customers: The Antidote to Irrelevance. MORE
The contact center industry has seen a big growth in the demand for their services. As such, they invest a lot of money in different technology and AI options to ensure they can get the job done efficiently. MORE
With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. Yes, the Visual Transformation journey is already underway. MORE
Running an effective call center is all about resolving customer issues in a timely fashion. One of the best Key Performance Indicators (KPIs) to reflect this is Average Speed of Answer (ASA). In this guide, we’ll walk you through the basics of ASA, why it’s important, and how to calculate it. MORE
Welcome to Why Customers Buy, my weekly LinkedIn Newsletter series that explores how customers make decisions. It reveals ways to unlock what customers really want with new concepts and practical tips that drive value. Subscribe today right here. Consider this. MORE
Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued. MORE
This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. We’re revisiting that topic with a fresh point of view. MORE
The spring season of the Crack the Customer Code podcast is over halfway done, and we’ve had some amazing guests and discussions this season. Below is a recap of the episodes so far this season. Make sure to check them out on your favorite podcast player or using the links below. MORE
We’ve all heard about customer satisfaction. But have you considered the impact of your agent satisfaction? It’s more important than ever to pay attention to your staff and motivate them on the daily. MORE
Running and maintaining a small business is a challenge. Because of limited personnel and limited financial resources, small business owners often need to wear multiple hats to keep their business afloat like the use of another address for their mailbox company. MORE
This week we feature an article from Victor Blasco , CEO of Yum Yum Videos. He writes about how creating a company culture video helps your business to build stronger relationships with your customers. MORE
Sat.Mar 20, 2021 - Fri.Mar 26, 2021
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The 3 Stages of the Visual Transformation Journey
MARCH 24, 2021
With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. Yes, the Visual Transformation journey is already underway.
Self service 109
5 Top Customer Service Articles For the Week of March 22, 2021
MARCH 22, 2021
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. Forget Customer Experience. Forget Employee Experience.
Customer Service 193
Why Is Patient Engagement Important? | Frontline Group
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5 Rules for Making Customers Feel ‘Cared For’ and ‘Valued’
MARCH 26, 2021
Customer emotions are essential in Customer Experience. Being deliberate about which emotions your experience evokes is critical, too. Today, we will take a deeper dive into making your customers feel “Cared for” with the 5 Rules for Making Customers Feeling Cared For and Valued.
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What Does an Allergy Have To Do With Customer Service?
MARCH 22, 2021
Those of us in the customer service industry focus much on procedures, ease of use, product availability, and the steps of service, to name a few, all in the hopes of providing our customers the best overall experience.