Sat.Aug 13, 2022 - Fri.Aug 19, 2022

CSM Guide to Building Customer Loyalty and Improving Retention


As a CSM, you know that the holy grail of any customer relationship is strong loyalty and, ultimately, long-term retention. But how do you get to this level with a customer?

4 Voice of the Customer (VoC) methodologies to gain valuable insights


VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring omnichannel customer experiences


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New Report: How Customer Loyalty has Changed Post-Pandemic, and What You Should Do About It


Growth and customer loyalty have historically been product-led. The company with the newest gadgets, with the best features, or the best price were often the market share winners of their industry. Customers who were happy with a company’s product were loyal for years, unwilling to try alternatives.

Is Cybersecurity Your High Priority?

Contact Center Pipeline

Hackers are already trying to breach your contact center’s database. One day, they might break in. We offer some common and not-so-common measures to help prevent disruption of your business.

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

New Data Shows Post Pandemic Impact of Customer Loyalty Resulting in Increased Likelihood to Churn from Poor Service


TechSee’s new research explores the impact of the pandemic on customer loyalty across the customer service industry.

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Best Practices For A Powerful Professional Network: Part 5


You’ve heard me say the most powerful-- and overlooked-- tool in the contact center is your professional network. Some of the most underutilized ways to leverage your connections and colleagues come from engaging the internal aspects of your network.

Quality Assurance and Customer Satisfaction: Three Ways to Ensure Alignment 


Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. Measure three quality metrics vs. one overall quality score. Evaluate interactions from the customer’s perspective.

Chatbot vs Live Chat: Can They Work Together in Harmony?


Picture your most turbulent day. You’re bogged down with this totally nonsense issue, customer requests keep stocking up in the live chat, and there’s no sign of the ending. I don’t know about you, but [ … ]. The post Chatbot vs Live Chat: Can They Work Together in Harmony?

Scaling Up Customer Support to Handle the Holiday Shopping Surge


After a lackluster 2020 due to the pandemic, 2021 saw the strongest retail growth in more than two decades. As e-Marketer reports , brick-and-mortar sales rebounded, and eCommerce growth was impressive. Total US retail sales topped $1.2 trillion, up 16.1% over 2021.

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5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

What Is Your Personality Type, and How Does This Affect Your Success?

Beyond Philosophy

In the book, Quiet: The Power of Introverts in a World That Can’t Stop Talking , Susan Cain makes the case that the world values extroverts but that introverts also have strengths that people should not overlook.

From the Heart

Contact Center Pipeline

Too many Americans and Canadians have been, or will be at some points in their lives, impacted by heart disease and stroke either directly or indirectly through their loved ones. And that includes us here at Contact Center Pipeline.

Reasons Why You Should Consider Sales Outsourcing


A call center sales team can construct the bridges that fill the empty space between customers and the products and services that they want and/or need. They play a key role in developing customer loyalty, as well as in generating revenue.

What Mixed Signals Do You Send Your Customers?

Shep Hyken

Then I read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: .

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

What is your personality type, and how does this affect your success?

Beyond Philosophy

Is your idea of an ideal evening a nice meal at home and a book or a Netflix queue? Or would you rather be at a cocktail party with people from all walks of life exchanging stories or jumping up and down to a throbbing beat in the middle of a crowded dance floor?

Protecting Your Most Sensitive Data

Contact Center Pipeline

I admit it. I cannot get redaction off my mind. My company’s speech analytics clients are practically consumed by the topic, so I guess it shouldn’t be a surprise that I’m always thinking about it. I’ve been in the speech analytics business for 16 years and my team of analysts hear about redaction requirements all […]. Data security Speech analytics ASR automated speech recognition compliance cybersecurity data breaches data privacy data security redaction speech analytics transcription

The 11 Key Customer Support KPIs You Need to Measure


Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. You can monitor KPIs for virtually every facet of your business.

Episode #28 – Why Activating Activism in Employees is a Good Thing

Russel Lolacher

In this episode of Relationships at Work, Russel chats with activist and Campaigns Manager Jessie MacNeil-Brown on encouraging activism in employees improves the world and workplace.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Five Best Customer Retention Software Solutions for Customer Success


Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Why Your Contact Center Needs an Agent-Focused Customer Experience Strategy—and How to Implement It


Your agents are the single most important asset in your call center. In many ways, they serve as your brand ambassadors, often acting as the first, primary, or only point of human contact customers have with your company. Improving customer experience is key to attracting and retaining customers.

How biometric security can transform a fraud investigation


Amidst the disruption of the pandemic, many fraudsters shifted their focus to identity theft—in fact, between 2019 and 2021 it was reported that true identity theft increased 81.8% across industries. This, in turn, greatly accelerated the adoption of biometric security.

What is a Virtual Agent? ( Difference, Benefits, Use Cases)


Last Updated on August 17, 2022 Today, the bots quickly responding to a query has become a thing, and it is only for the good of a business. 41% of customers prefer to interact on live chat, and 79% of them like it for fast responses. These studies indicate the potential of live chats and [.].

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

The Ultimate Client Onboarding Checklist for CS Teams


A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products.

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The Right Technology to Boost Customer Self-Service


Watch to the full podcast here: Or click here to just listen to the audio. ?. Today we here at CXQA Live give a big welcome to Jeremy Watkin from NumberBarn and we’re focusing our conversation on implementing the right technology into the contact center.

AI in Radiology, part 2: How can AI unlock next-generation radiology reporting?


Diagnostic imaging is central to most healthcare journeys; it’s a field that’s a privilege to work in, but sometimes the workload can be overwhelming.

Introducing the Hub SDK Improvement for Messaging and Live Chat


Living in the Digital Age, so much of our lives are saturated with data and information.

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Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Simulation Training Takes Hold in Customer Service Centers

CSM Magazine

Simulation training is one of the fastest-growing training approaches for customer service agents. The new approach helps prepare customer service agents to deliver superior customer experiences before live customer interactions confidently.

Who Has the Best (& Worst) Retail Customer Service?

Working Solutions

Today’s savvy consumers are quick to praise – or condemn – brands where they have impactful customer experiences (CX). If problems are solved quickly by professional, empathetic agents, they’ll happily share their encounter, either by word-of-mouth or on social media.

How to Create the Offboarding Plan You Needed Yesterday


When an employee leaves a company, it’s more than just losing a project lead or a coffee break buddy. There’s institutional knowledge, expertise, and closely built relationships walking out the door. If companies aren’t prepared for departures, they can easily find themselves in a tough spot.