Sat.Oct 23, 2021 - Fri.Oct 29, 2021

Is Customer Experience Dying? The Pioneers of CX Discuss

Beyond Philosophy

Is Customer Experience dying? Maybe it is. At the very least, Customer Experience is dying as we know it.

Old and In the Way

Contact Center Pipeline

Old and in the way, That’s what I heard them say. They used to heed the words he said, But that was yesterday. I had a birthday in June, and it suddenly struck me that I’ve lived for a long time. I have had several friends who didn’t make it as long as I have. […].


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The scariest contact center digital transformation pitfalls to avoid

NICE inContact

If you need help escaping the monsters lurking in plain sight that want to spend your digital transformation strategy and change management, the eBook Change management blueprint for contact center digital transformation can make the process easier.

2020 - The Year (NOT!) Everything Changed


We’ve all heard how 2020 is the year everything changed. Well, what if a story about a Tex-Mex restaurant in Dallas highlights how NOT everything changed?

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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.

Job Seekers Must Remember This – Tip #35

Steve DiGioia

The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them.

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Is Customer Experience Dying? The Three Pioneers of The Movement Debate

Beyond Philosophy

Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there.

How much AI is ‘real’ in CallMiner? All of it.


The question should be, “does one company do that better or more powerfully than the competition?” For CallMiner, our solution, with a logical blend of AI and heuristics, is the best on the market

Service Is Not Servitude

Bill Quiseng

Several days ago, I was told that the counter person did not want to say, “How may I serve you?” “I’m I’m not a servant,” she said. She already had an attitude that disdained servitude. To her, servitude meant slavery, having no liberty to determine one’s own way of life.

Top 5 Posts in October

Contact Center Pipeline

Throughout October, our blog readers have been looking to the future! Our top 5 posts this month focus on learning from the past and using these lessons to put our best contact center foot forward.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

A Tale of 2 Support Calls: Utilizing Visual Customer Support To Improve KPI’s


When customers need help, they most often turn to the company’s 800 number for support. According to research , more than 50% of customers across all age groups typically use the phone to reach customer service, making it the most used channel for customer support.

5 Top Customer Service Articles of the Week 10-25-2021

Shep Hyken

Each week I read many 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. What Kind of CX Do Customers Really Want? by Eric Krapf. (No

Fall Product Update: New Ways to Improve Customer Experiences


Pumpkin-spiced lattes and cooler weather only mean one thing. It's time to share the latest product updates with you. ?? We've been busy making many improvements to our products and product portfolio.

I Want to Take You Higher

Contact Center Pipeline

I’m going to start this month’s column with one of my life’s greatest mysteries, which I have yet to figure out. How can there be 240 channels on my television, and most nights, there’s nothing on that I want to watch? I live out in the desert, so there’s no cable service here. Instead, I […].

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.

Social customer service is key: Don’t leave your customers high and dry

NICE inContact

Would you ever get a retail or office space, hang a sign outside with your business's name on it… but then just leave it standing there, unstaffed for long periods of time? And the front door unlocked, no less? Customer Experience

Dealing With Angry Customers: Be Sincere When You Apologize

Shep Hyken

“I’m sorry.” Customers love to hear those important words, especially when they are calling about a problem or have a complaint.

Announcing Help Scout's 2021 Customer Service Awards

Help Scout

Check out the companies who are delivering exceptional customer experiences in B2B, B2C, and Ecommerce. Read the full article

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What Soft Skills are Important in a Call Center?


Call center agents do much more than answer the phone. To achieve their performance goals , agents must be excellent problem solvers, expert rapport builders, and highly empathetic to the challenges of their customers. That’s why soft skills are so important in this line of work.

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.

3 tips for successful customer data management

NICE inContact

Customer data governance is important for ensuring data is useful, standardized, and safeguarded. And to get maximum value from that data, businesses should implement initiatives that use customer data to know their customers better, improve CX, and enhance the customer journey.

So You Want to Hire a Knowledge Manager


You don’t mean to brag, but your workplace is pretty on track to having a bonafide knowledge-driven culture. You have the tools, you have the enthusiasm, and you even have some employees that love adding to your knowledge base. There’s only one thing you’re missing: a verified knowledge manager.

How to Deliver Great SaaS Customer Support: Tips and Examples

Help Scout

SaaS customer support has a deeper impact on your business's key metrics than you might think. Here's why it’s important and how to do it well. Read the full article

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5 Ways to Increase Customer Loyalty


Loyal customers keep your revenue flowing. In fact, loyal customers spend 67 percent more than occasional customers, which is why focusing on repeat business is a necessity. But, how? The post 5 Ways to Increase Customer Loyalty appeared first on Fivestars Insights.

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!

Reforesting The Country With Tree Canada: AnswerConnect’s October Tree-Planting Partner


Every tree Matters and Tree Canada is helping us at AnswerConnect to better improve our Planet by reforesting and afforesting Canada. The post Reforesting The Country With Tree Canada: AnswerConnect’s October Tree-Planting Partner appeared first on AnswerConnect Blog. Mission and Values


Top Tips On Handling Customer Complaints


Customer complaints are one of the hottest topics these days. All managers over the world look for effective strategies and blueprints on how to handle customer complaints and related issues.

Terrifying Tales of Spooky Support

Help Scout

The relentless customer with suspiciously sharp teeth, and the disturbing silence of an empty inbox. Three support stories to scare any customer service professional this Halloween. Read the full article

26 free templates for your sales website


One of the most difficult decisions you’ll make when setting up your virtual shop is which template to use. There are a huge number of options on the internet, both paid and free, which can make your decision even more complicated.

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A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Contact Center Digital Transformation – The Essential Stages for a Smooth and Successful Transition


Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls , and to meet the needs of these customers, businesses are undergoing digital transformation to remain competitive.

What’s the Best Time to Send a Survey

ProProfs Chat

Ever wondered why some surveys succeed in getting the highest response rate while others often go unopened and unattended? No points for guessing the answer. While multiple factors impact the response rate, timing is one of the most important ones.

Why NPS Scoring Isn’t Enough For Customer Success


Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand.