Sat.Aug 15, 2020 - Fri.Aug 21, 2020

How to Deal with Angry Customers: 8 Need-to-Know Tactics


Satisfied clients who don’t have questions left after chatting with a support agent can only exist in your dreams (or not?). Everyone has a different temper, background, and needs. Believe it or not, customer service [ … ].

Open the Door… To Possibility!

Contact Center Pipeline

The idiom “Open the Door” is defined by Merriam-Webster as “to make something easier.” Who isn’t interested in making something easier? Think back on the past couple of years and the push toward improving the customer experience. This has put a lot of value on making things easy for consumers.

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Contactless and effortless – service excellence in the new normal


In the age of social distancing, is contact the new dirty word? With COVID-19 on everyone’s mind, it certainly seems that way. The new normal has companies seeking alternative methods of serving their customers without direct person-to-person contact.

Guest Post: How to Enhance Customer Experience Through Change


This week we feature an article by Ricardo Saltz Gulko, managing director and co-founder of Eglobalis. He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience.

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!

Reviews Completed on Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.

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Applying Lessons Learned During this Pandemic to Next Level Customer Care 


During a recent member town hall Pam Plyler of The Northridge Group led a discussion around the changes and successes contact center leaders have shared with her as they decide how to return to customer support operations.

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Be a Professional


What is a professional? Is it the opposite of an amateur? In the sports world, professional athletes are paid, while amateurs are not. In my business, the title “professional keynote speaker” implies that I’m paid to speak in front of audiences.

Reviews Completed On Your Phone Are More Emotional

Beyond Philosophy

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior.

THE Covid-19 CRISIS: Do We Put Our Energy into People, Process or Technology?

Contact Center Pipeline

COVID-19 has impacted everyone’s lives in so many ways. As we all learn to navigate our way through this global crisis, there are increasing demands on our contact center agents as well as the leaders who support them.

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.

3 Best Practices for Remote and On-Premise Agent Support


Kathryn Jackson recently talked with CCNG members during a Town Hall working through new challenges associated with COVID changes shifting to remote workers.

Amazing Business Radio: Michael Houlihan and Bonnie Harvey


Customer Service and Community Support. How to Use Customer Experience as a Brand Identity. Shep Hyken interviews Michael Houlihan and Bonnie Harvey , founders of Barefoot Wine.

Address the Argument the Right Way

Steve DiGioia

Always address the point of the argument, NOT, the emotions attached to it. Example: John is upset that his suggestions for improvements to an upcoming project weren’t adopted, so he vents his frustrations about being overlooked or undervalued.

The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital Empathy

Contact Center Pipeline

There’s a lot of talk about the values-based consumer today—the preference for brands that do business in ethically positive ways or take a stand on moral issues. Winning over these consumers takes more than launching a Save-the-Whales drive or sending a team to the annual charity 5k.

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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!

A Really Simple Way of Getting Better Reviews

Beyond Philosophy

Did you know that if you were to write a Customer Experience review on your mobile phone, it would be more emotional than if you did it on your computer? Did you also know you are more likely to tell me your email and or home address and your substance abuse history if I ask you on your mobile?

5 Top Customer Service Articles For the Week of August 17, 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. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais.

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Customer Experience Indexes: Modern Thinking


Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? To paint a concise picture of growth strength. An index is like an executive summary of your voice of the customer research. It says: overall, our propensity to grow is increasing or decreasing.

Resilience – Tip #12

Steve DiGioia

For decades, stress was viewed as bad and damaging. Then we began to see the power of resilience as an accelerator in our lives. Whether you are coping with adversity, bouncing back from setbacks, or leading through uncertainty, these experiences can make you stronger.


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.

Acquire These Top 7 Customer Service Skills


Being in customer service is an art of balancing multiple skillsets all at once. A great customer service department starts with highly-skilled customer service agents.

The Importance of Human Connection in a Remote Workplace

Taylor Reach Group

by Patricia Ballantyne. When we packed up our offices to work from home in March, many thought it would only last a few months until it was safe to return to an office space. Today, it seems pretty clear that many companies have adopted this new working model for the foreseeable future.

Speed chart completion with cloud-based speech recognition


This blog was written by Allscripts General Manager and Vice President Tina Joros. The healthcare industry is experiencing a paradigm shift from the effect of the COVID-19 pandemic. But even as some things change, some things stay the same.

Five CX lessons from the rise of telemedicine

TELUS International

Telemedicine has grown exponentially during COVID-19. Here are five digital transformation and CX lessons we can glean from its meteoric rise. CX Best Practices

The 5 E's of Community: Support Forums and Beyond

Speaker: Angelica Coleman, Community Lead, Snowflake

In order to establish a robust community, you need to have strong community objectives in place that are supported with the proper types of programs; programs that will help your community succeed. But narrowing down on your community objectives can be difficult, let alone knowing how to structure your community programs and offerings in a way that supports them. Join Vanilla Forums on Friday, October 8th at 12 PM ET for a webinar led by Angelica Coleman, the Community Lead at Snowflake, as she walks us through the 5 E's that are essential to establishing your key community objectives: Education, Enable, Expand, Engage and Evangelize.

Best Virtual Receptionists Have These Features


Most VoIP phone systems today come equipped with a virtual receptionist. That said, not all are endowed with the same powerful features that can help you properly address customer needs. The best virtual receptionists on the market make efforts to go above and beyond the competition.

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What Is Customer Success?


An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in.

Business Benefits of Using a Customer Support Software

Wowdesk Blog

It’s crucial to earn customer loyalty in business these days. . Loyal customers rarely shift to competitors. They share their positive experience with your company through word of mouth, it means they bring more customers to you without your direct efforts. .

What a Customer First Strategy Means Post Pandemic


Denyse Drummond-Dunn · What a customer first strategy means today. Never miss an episode. Subscribe on Apple Podcasts to get new episodes as they become available.”.

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!

Erica Mancuso: Why customers should get the benefit of the doubt

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 Amazon and affiliated sites. We've all experienced an outrageous customer. Perhaps they lied or exaggerated.

Energizing Customer Experience with Success Ops at GitLab [Podcast]


Gitlab’s success teams and leadership focus solely on succeeding in their role, while the operations team monitors trends and executes value-add projects. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Google Podcasts.

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The Reason You Need a Phone System for Your Internet Business


It’s not uncommon nowadays for individuals to set up their own internet-based businesses. They may provide services (like a SaaS company) or sell goods without a storefront (think Amazon).