Sat.Dec 05, 2020 - Fri.Dec 11, 2020

How Intelligent Virtual Assistants Are Leading the Transition to the Intelligent Enterprise

Contact Center Pipeline

Intelligent virtual assistants (IVAs) have proven themselves to automate the handling of customer and employee requests and tasks. They are quickly becoming a fixture in the organization’s customer service workforce, becoming the “MVP” of the customer care team.

5 Proven Ways to Make your Contact Center RPA Successful


Ever since the Industrial Revolution, organizations have always looked to robotic technology as a way to advance their operational efficiency. Think sewing machines, factory conveyor belts, even traffic lights.


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Improving Contact Center Team Performance

CX Global Media

Kristyn Emenecker shares her experience and stories about this team member is your most important yet neglected team member. The post Improving Contact Center Team Performance appeared first on CX Global Media.

2021 Reality Check – New Technologies Available in the Contact Center


We all know that contact centers require a thoughtful balance of People, Process and Technology. The technology in a contact center, ideally, should support and enhance the other two components (People and Process). When it comes to technology, vendors are always pushing the next big thing.

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.

Employees Love the Story, Too


Last week, I covered the idea of the story. Customers love to read the stories of other customers using the products they are interested in purchasing. Reviews are where they start. High ratings can turn into high interest.



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Change Your Work-at-Home Model to Fit Your Agents’ Needs

Contact Center Pipeline

The COVID-19 pandemic has led to a rapid and global shift of moving contact center agents and supervisors to a work-at-home model, giving rise to two central questions: How has this impacted performance; and is the traditional work-at-home model sustainable?

Customer Service Trends 2021: What You Need To Look Out For

CX Global Media

Customer service trends in 2021 will be determined by what transpired in 2020. Here is how you and your team can stay ahead of the game. The post Customer Service Trends 2021: What You Need To Look Out For appeared first on CX Global Media.

5 Top Customer Service Articles For the Week of November 7, 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.

The 5 Rules for Measuring and Managing Customer Emotions

Beyond Philosophy

The Five Rules for Measuring and Managing Customer Emotions. A lot of the behavioral sciences can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.

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!

Meet Janet LeBlanc: Our December 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Janet LeBlanc is President of Janet LeBlanc + Associates, a consulting firm specializing in the design and delivery of a Branded Customer Experience®.

The True Role of AI in the Contact Center


AI has been making a relentless assault on the contact center for several years. But it wasn’t until 2020 that its true role became clear. And — it’s not quite what you’d expect. Read All the Contact Center Trends Here: Contact Center Trends 2021.

Amazing Business Radio: Teresa Anania


Create Value for Your Customers. Helping Customers Recover and Plan for a Successful Future. Shep Hyken interviews Teresa Anania , Vice President of Customer Success at Zendesk. They discuss strategies for helping customers find value throughout the entire customer journey.

How to improve your reputation with average customer service

Toister Performance Solutions

Customer service is getting worse. That's the finding from two recent reports. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope.

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!

How Contact Centers are Rising to the Demands of Consumers Based from Home

NICE inContact

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive.

Top Ten Worst Companies to Call in 2020 #onholdwith


2020 was the year that companies finally realized that nobody escapes a call surge. At first, we thought it would be unfair to measure companies in a crisis with the same yardstick we use in less ‘unprecedented’ times. But then again, life isn’t fair.

307: Cliff Goldmacher – Songwriting and Innovation for Business

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.

Welcome to the All New Webex

Cisco - Contact Center

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all.

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.

How to build a cloud contact center business case


If modernizing your customer experience (CX) isn’t one of the top priorities for the leaders in your organization, it should be.

Part 1: Increase Revenue Using Automated Customer Support Alerts

Team Support

Here at TeamSupport we talk a lot about tools you can use to gauge customer sentiment and measure the overall health of the relationship you have with each of your customers. Why is this important?

7 Best Digital Customer Journey Steps to Inspire Loyalty


Now, perhaps more than ever before, retaining customer loyalty is the key to maintaining a thriving business.

Ready To Eliminate Recontacts? Stop Asking This Question.


“Have I fully resolved your issue today?”. In the book, The Effortless Experience , my CEB (now Gartner) co-authors and I argue that this question is, hands down, the worst question a service rep can ask a customer.

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 we continue to enjoy the ride


“Checkmate!” I remember the feeling of pride in saying the word. I started playing chess at the age of six, and by seven I competed in my first national chess championship. The thrill of victory sparked the initial desire to compete, but it’s not what kept me playing for more than 15 years.

Unleash Your Customer Service Team’s Full Potential with Virtual Agents


Elite athletes, like teammates in any field, require a rock-star teammate in order to reach their full potential. Michael Jordan had Scottie Pippen. Peyton Manning had Marvin Harrison. Babe Ruth had Lou Gehrig—the list goes on.

3 Holiday Wish-Listed Gifts to Give Your Customers. And Your Business | Part 1


The Gift of Time: Give More to Your Customers, and Keep More for Your Organization. Time, quality, and cost—pick only two. If you sacrifice time’s speed and efficiency for the sake of elevating quality or reducing cost, you realize what you’re truly giving up.


Supercharging your Community with Customer Advocates


Earlier this year, I had the pleasure of presenting at CMX Summit 2020, where I explored the convergence of community and customer advocacy.

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.

How the healthcare industry is ramping for its biggest season ever

TELUS International

Discover how the flu season, open enrollment and ongoing global pandemic are challenging the healthcare industry to hire and scale smartly this winter. Customer Service Channels

5 revolutionary trends in CX for financial services and insurance


We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We heard the same thing over and over: the expectations for CX have skyrocketed. .

Tips From Supervisors, For Supervisors


Each Supervisor has their own preferred ways of coaching, and finding their personal methods will be a process during your first few months as a Supervisor. We asked our supervisors here at Expivia to write down 5 tools they use to make their jobs a little easier.