Sat.Oct 03, 2020 - Fri.Oct 09, 2020

Working Remotely: Confessions of a virtual leader


While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences.

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How Can Employees Affect Customer Perception?


You probably don’t realize it, but your employees are losing you customers right now. And that’s because your employees don’t just impact customer perception — they’re the driving factor. If you don’t acknowledge this, your business will perpetually struggle.

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5 Common WFM Forecasting and Scheduling Pitfalls

Noble Systems

WFM is a powerful driver of extraordinary customer experience and service level attainment. Fine-tuned WFM forecasting and scheduling is how these outcomes are accomplished. But mismanagement can lead to contact center inefficiency, customer and agent dissatisfaction and loss of revenue.

Customer Disservice


One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there.

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 Dick Bucci: Our October 2020 Wall of Fame Honoree

Contact Center Pipeline

Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.

More Trending

5 Reasons Why your Field Service Performance Metrics should include Customer Effort Score


In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model.

Guest Post: What Will Customer Experience Post COVID-19 Look Like in Grocery Retail?


This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past.

More Customer Service Week 2020

Contact Center Pipeline

In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.

The 5 Rules for Driving Down Costs in a Customer Focused Way

Beyond Philosophy

The 5 Rules for Driving Down Costs Without Affecting Customers. A lot of Behavioral Science 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.

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 to Make Your Customers Feel Important – Tip #19

Steve DiGioia

Every server in the restaurant industry has their own style, their own manner, and their own way of interacting with their customers. Their goal is to make their customers feel important and serve them well.

Amazing Business Radio: Steven Van Belleghem


A Customer Experience They Can’t Refuse. Changing the World One Customer Experience at a Time. Shep Hyken interviews Steven Van Belleghem , an expert in customer experience in a digital world.

Customer Service Team Appreciation 2020

Contact Center Pipeline

This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers.

The 7 Keys to Word-of-Mouth Marketing


Ever wonder how to get more people talking about your business? It’s simple. Offer them incredible products and services that solve their problems and fulfil their needs and desires.

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.

#OnHoldWith the Worst Offenders of the COVID-19 Pandemic


Can we all agree that being stuck on hold with a company is one of the most frustrating experiences? . Despite this shared sentiment, hold time is still a standard practice in customer service.

5 Top Customer Service Articles For the Week of October 5, 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. Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak.

The New Digital Customer Engagement for the New (Ab)Normal

Contact Center Pipeline

COVID-19, aka Coronavirus, has changed everything. Consumers are still very wary of exposure to the virus and want to get more things done digitally.

What is predictive analytics and how is it being used in contact centers?

DMG Consulting

Question: What is predictive analytics and how is it being used in contact centers? Answer: Predictive analytics is playing an increasingly vital role in contact centers.

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!

Customer Success vs. Customer Support: What Are the Differences?


Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company.

Waterfield Technologies Welcomes Steve Kezirian as Chief Executive Officer

Waterfield Technologies

Setting the stage for accelerated growth Tulsa, Oklahoma – October 6, 2020 – Waterfield Technologies (WTI), a leading contact center software and systems integrator providing mission critical voice and conversational AI […].

Customer Service Week 2020 Wrap-Up

Contact Center Pipeline

We’re wrapping up Customer Service Week 2020 with themes, activities and comments from Fara Haron of Majorel, Mark Pereira of Briljent, and Centrical’s Gal Rimon. Be sure to read parts one and two in this series for more great insights from industry leaders, or access our October issue for the full article. FARA HARON CEO […].

Election Support and Resources for Non-English Speakers

Certified Languages International

The upcoming 2020 presidential election is on a lot of people’s minds. More than 6 months into the COVID-19 pandemic, this election is like no other, with new concerns about safety and accessibility.

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists The Community Roundtable, you will learn the effectiveness of community in empowering your customers, and generating value for your business.

Cost-benefit analysis of moving to the cloud


The dramatic events of 2020 forced organizations to change the way they operate on so many levels. From simple things like remote connectivity or equipping your team with hardware, to how the best customer experience (CX) can be delivered.

3 Ways to Maximize the Value of Open-Ended Responses from Customer Surveys

Satrix Solutions

In my previous article on verbatim feedback, we explored some of the ways you can organize and systematically analyze open-ended feedback collected from your B2B customer surveys.

How to Improve Customer Retention—Even During a Pandemic


Customer retention is the continuation of a valued service. Like the binge-worthy series that demands one more late-night episode after another, when things are going well in business no one wants to interrupt the experience. So, what happens when external forces threaten that flow?

It’s Not About You

Taylor Reach Group

By Peg Ayers. I once sat in on a conversation between the Director of Human Resources (HR) and a Contact Center Manager who was losing his job as part of a reduction in force.

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

Webinar Announcement - Re-imagining High Volume Recruiting for Contact Centers

The Call Center School

The next webinar in our series on 'Agent Staffing in 2020' will focus on a crucial topic that every business is concerned about.

Knewsletter: Nikola, Airbnb Leadership, and Combatting Writer's Block


How are you cruising this week?! Nothing says ~ a whole vibe ~ like cruising on a skateboard, drinking cranberry juice, and bumping some Fleetwood Mac. current events


What is a Virtual Agent and How Can it Benefit your Business?


You have less of a commute these days, but you’re still feeling pressed for time. The last thing you want to do is wait on the phone for the answers you need. Recognize this feeling? This is what most customers are feeling these days.