Sat.Dec 28, 2019 - Fri.Jan 03, 2020

Omni channel Customer Service: 5 Critical Best Practices


Customer service has changed over the years. A few years ago, you could only call up or shoot an email to customer service in case you had a query. Fortunately, things are different now. Today, if you want to contact a company, you can call, SMS, live chat, Tweet, or even leave a comment on [.].

Refuting 7 Common Call Center Myths


Call centers are an integral part of the customer service story. They have been instrumental in helping businesses manage their customer support and thus, impacting their retention and brand loyalty.

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Why You are Being Ghosted


Convoso VP of Sales, Les Lent shares insights on why ghosting happens and how to avoid it. Ghosting is a relatively new term for an old sales problem.

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Customer Experience: 5 Startling Predictions for 2020

Beyond Philosophy

Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I discussed these predictions on a recent podcast.

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

The Hybrid Contact Center Workforce of 2030

DMG Consulting

The Hybrid Contact Center Workforce of 2030. 11/26/2019. By Donna Fluss. View this document on the publisher’s website. It’s 2030, and one of your agents is making mistakes.

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Guest Blog: How to Use Gamification to Improve Agent Motivation


This week we feature an article by Tom Paton who writes about how customer service teams are using gamification as a way to improve performance and retention. Managing motivation can be a real struggle for customer service teams.

Customer Service Trends 2020


Companies now know that customer experience is the key competitive differentiator. Data shows that organizations which excel in CX outpace laggards on the S&P 500 index by almost 80%.

How Artificial Intelligence ( AI) Will Affect Technology and Call Centers


With technological advances, more and more consumers are expecting everything to be solved with a click of a button, no matter how difficult the situation. Some believe that Artificial Intelligence is the future of customer service, which can have a big impact on the call center industry.

Customer Data Insights: Best Practices for Tracking and Taking Action


As the economy continues to become more digitally-based, customer data becomes more valuable and accessible than ever. To operate without insight into your customers’ preferences or behaviors is to work in the dark; it’s both ineffective and inefficient, leaving far too much up to chance.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

CX – Making it Personal in 2020 with Omnichannel Optimization

Upstream Works

This series started with digital transformation being the overall driver of change in 2020, and from that we’ll examine some sub-themes over the next few posts.

Five customer experience resolutions for 2020

TELUS International


Our Most Popular Contact Center and Customer Service Insights in 2019

Advantage Communications

A world-class customer experience (CX) is essential for any business, no matter what industry your organization is in.That’s because your customers now expect more from your customer service team than they have ever done before.

Why Employees Love (And Even Beg) to Work for These 4 CX Leaders


It’s that “New Year’s Resolutions” time of year again. If this reminder makes your eyes roll, then my apologies – I get it. Too many choices, not enough time. So I’ll make it easy for you: this year, resolve to turn your business into an employee experience leader.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

What Will Affect Interpreting Services in the New Year

Certified Languages International

As we close out the second decade of the 21st century, we wanted to take a moment to look ahead at what the next year will bring the language industry.

5 Comebacks for the Customer Who Tries to Intimidate You

Myra Golden Media

Some people use bait tactics to try to get what they want. They’ll say something just to get you to react. They’re trying to take your power so that they’re in control. A lot of the time, when a customer uses profanity or yells, they’re baiting you.

Five Mistakes Companies Make with Corporate Values

Toister Performance Solutions

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to and affiliated sites. Please excuse my language. I want to write this plainly.

My Top 5 New Year’s Resolutions for Contact Centers


With 2019 coming to an end, it is now time to check the rear-view mirror, reflect on the evolving realities throughout this year, and to look further up the road as new trends set the pace of a decade ahead for contact centers and customer service strategy.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Here’s Why You Should Test Call Center Contact Numbers


Do you know what kind of experience your call center consumers are having when they speak to your agents? If you regularly receive feedback, you may believe you have the whole picture. However, if you don’t test call center contact numbers yourself, you will never really know.

Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job


Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job. Author: Ingmar Zahorsky , VP of Customer Success, ChartMogul. ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind.

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5 Top Customer Service Articles for the Week of December 30, 2019


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.

Connection Rate vs Contact Rate


CONNECTION RATE VS CONTACT RATE – WHAT’S THE DIFFERENCE, AND WHY DOES IT MATTER FOR YOUR OUTBOUND CALL CENTER? Whether you’re a call center manager, owner, admin, or analyst, you may be using the terms “Contact Rate” and “Connection Rate” interchangeably. Many people do.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Top 20 Posts in 2019

Contact Center Pipeline

Happy New Year! Many of us welcome the new year by reflecting on the past one. What were the hot topics for contact center professionals over the last 12 months? How will that influence your strategic resolutions for the next 12?

How to Ensure You Make Good Decisions

Beyond Philosophy

How to Ensure You Make Good Decisions. I am an Apple Superfan. As a loyal customer, I notice all the positive moments in my Customer Experience with them. They reinforce that my brand is the best and buying from them was a good decision.

New Year’s Reflections: Celebrate Your Accomplishments


I’m going to break away from my typical articles about customer service and experience and get personal. It’s that time of year when we make New Year’s resolutions that, while well-intentioned, we quickly fall short of and often forget in a very short time.

The 7 Deadly Survey Questions


Bad survey questions can easily muddy your data and derail your business decisions. Here are 7 examples of questions to avoid in your next survey. Articles

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.