Sat.Dec 26, 2020 - Fri.Jan 01, 2021

Five Contact Center & CX Trends We See on the Horizon for 2021


Well, that was a doozy of a year. Everything we planned was turned backwards, sideways and every which way by early March 2020 when COVID-19 came barreling down the pike and hit us smack in the face. But here we are

Happy Employees Don’t Just Happen: Here’s How to Create Them

Contact Center Pipeline

Happy employees are the best kind. They work hard, keep customers loyal, and stick around to help your organization accomplish its mission. You definitely want them on your team. This is true in the best of times, yes, but also in the worst of times.


Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

5 innovations from 2020 that will shape 2021


What I learned while leading a CX company during a global pandemic and what will happen next.

A Realistically Optimistic 2021


As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. I’m very optimistic about the future. But the word very doesn’t mean I’m overly optimistic. There’s a difference.

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.

This is the Most Significant Thing We Learned in 2020!

Beyond Philosophy

This is the Most Significant Thing We Learned in 2020! Like many people, we are not sad to see the year 2020 slip into the past. We look to ringing in the new year with happy anticipation of better things to come.



More Trending

23 Best virtual team building activities for contact centers

CX Global Media

Updated and now with 30 virtual team-building activities. Here's your chance to build a vital skill for now and the future. Be a virtual team building expert by knowing how to keep your remote workforce engaged and motivated.

Guest Post: How to Nail Automated Customer Service Email Writing


This week we feature an article from Jessica Fender , head of the content team at Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy.

Designing Country Culture into Your Global Experience

Beyond Philosophy

A few years ago, when speaking in Singapore, I asked my audience questions during my presentation, like I always do. To my surprise, nobody answered, and the presentation suffered for it.

I’ve Looked at Clouds from Both Sides Now

Contact Center Pipeline

In 1969, Canadian singer/songwriter Joni Mitchell released a folkie-sounding album called Clouds. Featured on the album was a song called “Both Sides, Now” that was written by Joni Mitchell in 1967 and first recorded by Judy Collins in 1968. Judy’s version of the song reached number eight on the U.S.

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!

Technical Reps or Agent Techs? The inter-changing roles of technical support and customer service


“You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.”

5 Top Customer Service Articles For the Week of December 28, 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.

B2B 191

5 Customer Experience Lessons for 2021 [VIDEO]

CX Global Media

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. But what will change in 2021? What needs to be reinforced, amplified, or simply stricken from your mind forever?

Year in review: the 6 CX lessons that defined 2020

TELUS International

Businesses globally experienced rapid and immense change this past year. Discover the six digital and customer experience lessons that defined 2020. CX Best Practices

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!

What's in your Jar of Awesome for 2020?

Toister Performance Solutions

My wife, Sally, and I have a fun New Year’s tradition. Throughout the year, whenever something really good or noteworthy happens, we write it down on a piece of paper and stick it in our Jar of Awesome. Yes, there’s an actual jar. Then, on New Year’s Day, we open the jar and read the notes.


Amazing Business Radio: Vibhas Ratanjee


Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. Shep Hyken interviews Vibhas Ratanjee , Senior Practice Expert with Gallup. They discuss strategies for building customer centricity and emotional engagement.

310: Nir Bashan – Filling the Creativity Gap in CX

CX Global Media

Sean Ryan was put in charge of an engineering team that had more experience than he had been alive. He wanted them to be more focused on the customer, but he could not possibly dictate any decision to them because they were more experienced than he was.

Why Pursuing “Impartial CX” is the Best Customer Experience Strategy for Every Company

Sampson Lee

In my opinion, if the following three CX issues are addressed, customer experience jobs will be saved and CX initiatives will get funded: 1. Misunderstanding of the role of CX. A misconception that “business success doesn’t mean CX success.” Unequal treatment of customers’ choices.

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.

VirtualPBX 2020 Year in Review, We’re Setting VoIP Trends


It has been a big year at VirtualPBX, and we’d like to share our 2020 Year in Review with you. See how we’re listening to customers and setting VoIP trends that will push the communications industry forward.

voip 72

Wrapping up 2020 and Fiji Release!


Hi, This week is very special. We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges.

Our Top Ten Blogs of 2020


We’ve covered a lot of ground this year, and so have you, dear readers. Between COVID-19 and the transition to remote work, it’s been clear that priorities have shifted across the board, and we’ve all responded accordingly.

The Role of Quality Assurance


Many companies rely on call centers to help field inbound calls and execute the right outbound strategy that is both friendly and helpful while handling all customer communication for the company. This task is a tall order for any call center.

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!

Getting Back to the Basics of Customer Success


Over the past several years, customer success has gone from a department only forward-thinking organizations had to an integral part of every single SaaS company in the world.

SaaS 64

Top 5 Takeaways from the Cisco CX Specialization Certification


Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth.

16 Contact Center Resolutions for the New Year


As 2020 comes to a close the world collectively turns inward and considers what shaped the past year. The past molds the future and reflection affords us the opportunity to act the potter. 2020 has been a year with massive amounts of upheaval and change to the way society functions.

Do Small Businesses Benefit from a Call Center?


As a small business, you may assume that a call center is not a proper fit for you. But one of the biggest challenges to your small business is your size.

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.

Building a Strategic Customer Success and Scaling CS Programs


Vincent Manlapaz, in an interview with Rama Saripalle talks about the importance of aligning key business processes (CS strategies, customer feedback, and customer experiences) as the leading driver for CS programs' success.

How to Achieve Success with Existing Customers

CSM Practice

Irit Eizips, CSM Practice Chief Customer Officer and CEO was featured by Business Therapy, an engaging series where a number of professional challenges and problems are discussed in depth.

ChurnZero’s Greatest Hits from 2020 Feat. Top 10 Blog Posts and Other Noteworthy News


2020 was a real mixed bag of emotions. Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Though more often than not, we ended up with the gross strawberry cream flavors.). Isolating at home felt like being stuck in your own glass case of emotion.

SaaS 56