Sat.Sep 26, 2020 - Fri.Oct 02, 2020

6 Unexpected Perks of Working as a Call Center Agent


A call center agent’s daily work isn’t particularly glamorous; the media often depict it as monotonous and dreary. The truth is, call center work has come a long way from its early days and there are a lot of great benefits to pursuing a career in this space.

Investing in CX: A CFOs Guide to Automation


The ROI of CX . Many companies claim to be customer-centric. But, to be truly obsessed with your customers, companies must take the leap and tie financial performance to CX.

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Is Contact Center AI Taking Over? Let’s Look at the Facts


AI is advancing at a rapid pace. Big Tech is moving into the contact center space with innovative AI solutions. How will this change the industry? Is contact center AI taking over? We're giving you an in-depth look at the facts, right here. The post Is Contact Center AI Taking Over?

Customer Service Week: A Time to Celebrate Customers AND Employees


It’s my favorite time of year… the leaves change from green to gold to red, there’s a chill in the air and the holidays are right around the corner. And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year.

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!

How Well Do You Know What You Really Want?

Beyond Philosophy

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases.

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Acceptance and Fun - Keys for Supporting Your Virtual Team


So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging.

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Amazing Business Radio: Claire Boscq-Scott


Mystery Shop Your Customer Experience. How to Improve Your CX by Putting People First. Shep Hyken interviews Claire Boscq-Scott , Mystery Shopping and Customer Service Specialist.

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How Well Do You Know What You Really Want?

Beyond Philosophy

How Well Do You Know What You Really Want? Have you ever bought a book you thought you should read and then didn’t read it? Did you ever buy a variety of yogurt flavors and then throw out some of them after they expired because you never wanted that flavor when it was time to eat yogurt?

Top 5 Posts in September

Contact Center Pipeline

The round-up of most-read blog posts in September offer telling clues about what’s top-of-mind for contact center leaders these days. At the No.

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!

Call center cost reduction strategies


Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity.

Guest Post: 5 Unexpected Uses for Customer Data


This week we feature an article from Anthony Kreychmar, founder and CEO of Fortuna Visual Group. Learn how to best prepare your contact center for the holiday season.

Do You Do a Good Job? – Tip #18

Steve DiGioia

Businesses all over this country are littered with the remnants of employees who do a good job. But what about those employees who go above and beyond? There is nothing that impresses a boss more than an employee who takes the initiative. The initiative to do more than he or she is asked for.

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Contact Center Pipeline Magazine: Inside Our October 2020 Issue

Contact Center Pipeline

I love Customer Service Week. Our frontline staff represent our organizations and they make such a difference in our customer’s experience.

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.

Coaching and Training: Two Keys to Delivering Excellent Contact Center Service

The Northridge Group

Developing service excellence at the contact center management level is a critical enabler for a company’s long-term success. Providing exemplary customer service is essential for all businesses that strive for differentiation and growth.

5 Top Customer Service Articles For the Week of September 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. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones.

Lessons from The Overlook: Conduct business reviews

Toister Performance Solutions

Note: Lessons from The Overlook is a periodic update on lessons learned from owning a vacation rental property in the Southern California mountain town of Idyllwild. It's a hands-on opportunity to apply some of the techniques I advise my clients to use. You can find past updates here.

7 Easy Ways to Reduce Friction in Your Customer Experience


Both Amazon and Apple have nurtured their business growth by investing heavily in reducing friction in their customer experience. The rest of the marketplace has followed suit; the average budget allocated to customer service and support has grown substantially in the last few years.

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!

Celebrating Global Diversity Month: Stories of Women From SYKES


SYKES is celebrating Global Diversity Month with a special tribute to the women of SYKES. In this selection of stories, you’ll get to know our employees, how they are making a difference in their roles, and the advice they have for women on a similar path. Marchela Bozhilova.

How to Choose a Customer Engagement Model


Dynamic customer engagement is key to building strong relationships with your customers. Customer engagement connects your customers with your company, through both personal and digital communications.

Are In-app Surveys Effective for Measuring Overall Customer Satisfaction?

Satrix Solutions

When it comes to collecting customer feedback, scores of software companies count on in-app surveys to understand customer sentiment in real-time. But is the feedback received an effective way of measuring overall satisfaction?

5 Essential Criteria To Professional Phone Etiquette


First impressions are everything. The first contact with any business is usually a simple telephone call. When you are on a call representing your business, it is crucial that you are professional, friendly, and accommodating.

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.

5 Ways to Reimagine Customer Experience in the Time of COVID-19


A look into the new-normal customer and how to meet their evolving expectations. Articles

Customer Retention During Economic Downturns: What’s Top of Mind for Your Customers?


The unpredictability of an economic downturn, such as the continuing COVID-19 pandemic, can introduce uncertainty into the relationship between you and your customer. Sudden and unexpected external forces beyond the control of either of you can also lead to unanticipated customer behavior.

Building business resiliency through augmented customer experiences

TELUS International

Discover how businesses are adapting to make more resilient versions of themselves and creating interesting new dimensions to the customer experience in the process. CX Best Practices

After-Hours & Weekend Call Answering Service for Your Business


You’re driving your car home, and thinking about the day you just had. A long, long day of work. Continue Reading → The post After-Hours & Weekend Call Answering Service for Your Business appeared first on AnswerConnect Blog. Answering Service Business Tips

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.

Grace Hopper and her impact on Nuance employees


We draw inspiration from others. And when that person is Grace Hopper, computer scientist, naval officer, professor and role model – there is so much to draw on. She was one of the first three modern “programmers” and was the developer of the very first compiler for a computer programming language.

G.722 vs G.711 Codecs: What’s the Difference?


When researching VoIP phones , you will find that most hardware supports multiple codecs (methods of transmitting voice information between phones). Many of our customers have wanted to know the differences between G.722 vs G.711 and how they work within a business phone system.

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Get The Complete Picture With The Enhanced Customer 360 SuccessBLOC


Today we’re announcing multiple updates to the Customer 360 SuccessBLOC, making it more powerful than ever before. With the Customer 360 SuccessBLOC, we’ve built you a complete real-time view into customer health, across your entire customer base.