Sat.Jan 02, 2021 - Fri.Jan 08, 2021

What is Customer Perception of Service?


Customer perception of service is a key component of customer perception. How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service. How to Improve Customer Perception of Your Brand.

3 Ways to Check the Health of Your Internal Communications


For teams that rely on Slack, the first day back at work in 2021 was a bit of a rude awakening. Down for hours the morning of January 4th, those accustomed to immediate chatification wondered what the backup plan was. Email? Asana? Carrier pigeon. or Morse code?


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Why Empathy in Leadership Matters

Contact Center Pipeline

A 2019 study conducted by Businessolver shows that, although 80% of employees believe that organizations need to be more empathetic, only 57% of CEOs believe empathy is essential to their success. As you can see, there’s a big gap. Maybe you aren’t aware of how reliable this quality is.

Shep’s 2021 Top 10 Business Predictions


Every year I write my customer service and customer experience (CX) predictions in my column. This year, I thought I would share a brief version of them with our Shepard Letter subscribers. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter.

Why Is Patient Engagement Important? | Frontline Group

There are 5 critical opportunities to unlock the full power of patient engagement, which can improve your patient retention, as well as improving their health outcomes. In this eBook you will learn about: What Is Patient Engagement? How Does Patient Engagement Improve Outcomes? Why Is It Important to Include Patients in Their Care? What Are Patient Engagement Tools? What is Patient Engagement technology? Download Now this informational resource and start using a patient engagement platform to give yourself as a Provider higher satisfaction scores.

The Light At The End of The Tunnel: Reimagine Your Customer Experience

Beyond Philosophy

It is not often in life that you get the opportunity to reset things. However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change.



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Goodbye 2020… Lessons Learned

Contact Center Pipeline

I wish I could say, “Hate to see you go,” but that is definitely not the case. I believe that each of us has been bitterly disappointed by 2020. This year, holding the promise of a new decade will be remembered as dark and dangerous for generations to come. I wonder what the writers of […].

5 Top Customer Service Articles For the Week of January 4, 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.

The Most Significant Things We Learned in 2020

Beyond Philosophy

We are looking at ringing in 2021 with pleasure. How about you? Chances are you are ready to call this year last year, too. Although this year has been anything but usual, we typically look back at this time of year to review what we have learned.

The Start of a New Era: How Service Leaders are Preparing for COVID-19 Vaccine Rollout


2021. A new year. A new era in the COVID-19 pandemic. As the widespread vaccine rollout gets underway, businesses are grappling with many questions.

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

Contact Center Pipeline Magazine: Inside Our January 2021 Issue

Contact Center Pipeline

Welcome to 2021 and the January issue of Contact Center Pipeline. I hope the new year brings much health and happiness. This is an exciting month.

Guest Post: How COVID-19 Has Impacted the Progression of Contact Centres


This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. H e explores the impact of COVID-19 on contact centres and the consumer response during the pandemic.

There’s light at the end of the tunnel!

Beyond Philosophy

There’s light at the end of the tunnel! – Re-imagine your customer experience! There was a time when we thought this moment would never come, but we are almost there. As vaccines roll out worldwide for the SARS-CoV-2 virus, we can see the light at the end of the pandemic tunnel. This unique situation provides an unprecedented opportunity to reimagine your Customer Experience to respond to how the pandemic has changed customer behavior. Key Ideas to Improve Your Customer Experience.

What Does Management Want From You?

Steve DiGioia

Safety, security, and peace of mind. Nice calming words they are. They come with little worries and little stress. Every employee wants this. But what does management want from you?

6 Ways to Secure (More Of) a Budget for Your Customer Education Program

Whether you’re looking to kickstart or expand your customer education program, you need access to a budget. Learn how you can demonstrate the positive ROI of customer training and make the case for securing a larger budget in our latest eBook!

Data security considerations for the future of remote work

TELUS International

As the world's biggest work from home revolution continues, it's time to take a long-term look at your data security measures. General


Amazing Business Radio: David Wachs


The Power of the Handwritten Note. Personalizing the Customer Experience at Scale. Shep Hyken interviews David Wachs , Founder and CEO of Handwrytten. They discuss how personalized, handwritten notes can increase customer loyalty and improve the overall customer experience.

Macros Are an Essential Contact Center Tool… if Used Correctly. Here’s How

Customer Service Life

This article was originally published on CustomerThink on November 10, 2020, and is being reposted with the permission of the editor. Click here to read the original post. Macros, canned response, scripts, templates…call them what you want.

Landscaper Customer Service – Tip #23

Steve DiGioia

Each Monday, the landscaping company comes to cut my lawn. They come with 3 men. Sometimes I’m home and get a chance to see them work but many times I’m not – but I do see their great results. I like to call it “ landscaper customer service ”. Whether I’m home or not their service is the same.

The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Top 50 Customer Success Influencers 2021


The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners.

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How to Leverage Chatbots for Streamlined Recruitment Efforts


Companies are always making careless faux pas. Perhaps the interview took place on a cloud phone system and the interviewer left an applicant waiting for 30 minutes. Or maybe an applicant just never heard back from a firm at all.

ChurnZero’s 10 Customer Success Leaders to Watch in 2021


Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction.

5 Ways to Automate Contact Centers with AI in 2021

Upstream Works

AI has many valuable uses in the contact center, from providing data and channel options to reducing costs. One of the biggest drivers for AI is automation.

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!

How Does Virtual Queuing Technology Work?


You’ve probably heard of ‘ virtual queuing ‘ or perhaps heard of ‘virtual hold,’ which is a branded virtual queuing solution from VHT. But what exactly is it? What is virtual queuing technology?

5 Common Reasons for Customer Churn (And What to Do About Them)


Customer churn, often referred to as customer disloyalty, refers to the customers who stop doing business with you, stop using your company’s product or service, or otherwise “leave the table.” Adios. Au revoir.

4 Steps to Build Your Customer Journey


A customer success manager’s relationship with a customer account doesn’t just begin and end at random. A CSM manages and owns a customer account throughout their entire partnership with a vendor organization, from the minute a sale closes throughout many rounds of renewals.

The Different Types of Dialers Used in Call Centers and Their Situational Uses


The Different Types of Dialers Used in Call Centers and Their Situational Uses. Speed and efficiency are important for call centers engaged in outbound campaigns. Their operations are based on call center software with an automatic dialer at the core.

Community: Executives, Take Note!

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

What is a customer service exceptionalism?

Toister Performance Solutions

My wife, Sally, and I visited the Albion River Inn last November. It's located in a remote part of Northern California on a cliff top with breathtaking views of the Pacific Ocean.

Proactive vs. Reactive: How Savvy Use of Analytics Helps Contact Centers Navigate and Adapt to Uncertainty

NICE inContact

The disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world.

5 New Year’s Resolutions in 2021 With Your Customers In Mind


A recent survey shows that post-COVID-19, 59% of consumers will care even more about the customer experience than they did in the times before the pandemic when deciding which companies to support or buy from.

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