Sat.Sep 21, 2019 - Fri.Sep 27, 2019

5 Things every CEO needs to know about their customers


When people think about CEOs, they generally think about high-up decision makers with little insights or knowledge of what happens in the day-to-day work of most employees.

Fostering a ‘Customer Success First’ Attitude Across Your Organization


Author: Alexander Weihmann. Fostering a ‘Customer Success First’ Attitude Across Your Organization. The success of your customers no longer lies squarely on one team or department.

How You Can Improve Efficiency of Your Call Center Using Workforce Management

Etech GS

According to Forbes, engagement is the key to effective workforce management. With estimates claiming that only 30% of employees are engaged, managing the workforce becomes a lot more difficult than it used to be.

5 Ways to Deliver Better Service Just in Time for National Customer Service Week


National Customer Service Week is coming up soon. Every year it is the first full week in October. This is a week to celebrate and appreciate not only our customers, but also the people who make our customers happy.

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.

Continuous Learning in an Age of Continuous Turnover

Contact Center Pipeline


More Trending

The Key To Successful Marketing Communications

Beyond Philosophy

The Key to Successful Marketing Communications. There are a lot of people that do not know the difference between Marketing and Advertising. Many people assume they are the same thing, but they are not. Marketing is deciding what you are going to say; Advertising is saying it.

Guest Blog: Shock and Awe – A Guide to Creating a Customer Experience They’ll Talk About for Life


This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019.

A Successful Customer Experience Strategy Means Keeping it Consistent


Sam travels often for business. On his last trip to London, he stayed at the Lord Rochester Hotel, since his tried-and-trusted Hotel Miranda Grand was overbooked. The receptionist at the Lord Rochester upgraded his room, comped him for food and spa services, and generally treated him like royalty.

Top 5 Posts in September

Contact Center Pipeline

What was top of mind this month for Pipeline blog readers? Not surprisingly, many were interested in looking ahead to learn which near- and long-term trends will have the most impact on customer care and service delivery.

How AI Can Help

Speaker: Roy Atkinson, Senior Writer Analyst, HDI and ICMI

Workforce Engagement Management has many “moving parts” including onboarding, forecasting, Quality Management, employee recognition, coaching and more. Contact Center managers spend a great deal of their time performing tasks related to engagement, and often don’t have the requisite time to properly prioritize and monitor progress. In addition, the complexity of the work performed in the Contact Center has increased, as customer contacts span many channels. This complexity is currently at a stage where emerging technologies such as AI and Machine Learning can have substantial impact and real ROI.

Any Press Is Good Press, Right?

Beyond Philosophy

Well…It depends! When I started Beyond Philosophy back in 2002, nobody knew us. I implemented a strategy based on one of Oscar Wilde’s phrases. Wilde said, “There is only one thing in life worse than being talked about, and that is not being talked about.”

Amazing Business Radio: Annette Franz


Customer Understanding. The Link Between the Employee Experience and the Customer Experience. Shep Hyken interviews Annette Franz. They discuss her new book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business).

So You’re a New CX Leader? 5 Tips to Succeed in Your Role

CX Accelerator

We’ve all been there. It’s your first day on a new job and you’re trying to figure out how things work. There’s lots to be done – relationships to be built, goals to be set and plans to be drafted.

Inside View: Costa Del Mar

Contact Center Pipeline

Anyone who spends time outdoors, especially on or near the water, is likely familiar with the Costa Del Mar brand. Costa sunglasses, known for their superior lens technology and “purpose-built” design, are a favorite among watersports enthusiasts.

How to Cut the High Cost of Contact Center Agent Attrition

Agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. This white paper takes an in-depth look at the problem and explains how outsourcing can be used to fix it.

The 3 Key Efficiencies for Outbound Marketing Success


If you want your outbound call center to convert more of your leads faster, efficiency is everything. But what are the best ways to improve efficiency while continuing to run full speed ahead with your business? lead generation call center solutions contact center software Convoso Call Center Agent

5 Top Customer Service Articles for the Week of September 23, 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.

How Support Desk Software Guarantees Customer Success

ProProfs Blog

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service.

9 Purposeful Leadership Traits for Call Center Leaders

Greg Alcorn

Purposeful leadership traits for call center and contact center leaders. Are you looking for ways to be a better leader? Be early. Say "you're welcome

How to Build a CX Program from the Ground Up

It’s no secret - customer experience is the new competitive battlefield. In this eBook, TopBox shares step-by-step guidance on how to build and scale a rock-solid CX program that will fuel measurable revenue and affect organizational change.

Use AI in these 4 ways to scale your outbound call center


If you’re looking to scale your call center’s outbound operation, artificial intelligence (AI) can help in a big way. It’s especially helpful for call centers in industries like health insurance. The insurance vertical, for example, often scales outreach around open enrollment each year.

How Powerful CRM Can Help You Delight Customers

NICE inContact

The last couple years have seen an important turning point for customer service and customer experience. Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving.

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How to combat fake reviews and reduce negative online comments

TELUS International

CX Best Practices

Nurturing Higher Customer Lifetime Value One Conversation at a Time

Charles Heunemann

Your customer is not a commodity From all reports, we are experiencing a ‘retail recession’ and figures show that consumer confidence is plateauing. So now, more than ever, maintaining a healthy flow of sales is a matter of survival.

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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.

[Infographic] Why the Effortless Experience is Not Enough


If you’re reading this article you’ve probably read or heard about the book: “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty. ”. And now you’re asking yourself, is effortless really enough? .

How to Discover and Use Customer Preferences

Toister Performance Solutions

The Westin Portland was once quite a place. A long-term consulting project brought me to Portland, Oregon every week for several months. It was tough being away from home so often, but the hotel staff went out of their way to make me feel welcome.

Measure Your call center's lead efficiency with these 3 kpi's


Is your outbound call center spending too much time qualifying leads? lead generation call center solutions

11 Call Center Innovation Ideas to Boost Performance

George Simons

Keep your center competitive by implementing these 11 call center innovations

Redefining Customer Experience Metrics for Better Performance

Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum

Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.

The chemical reaction of science and advertising


When Daniel Gilbert decided to set up his agency, BrainLabs, his ambition was to change the future of advertising. Despite what some people may consider a rather bold dream to have, it is clear he’s not fazed by the challenge and remains as committed to it as he was on day one.

4 Steps to a Streamlined Digital Customer Service Workflow

NICE inContact

Agility and ease are key concepts in digital customer service , regardless of your industry or the size of your business. We recently collaborated with T-Mobile, one of our clients, to learn more about how they offer better, more efficient digital customer service. Here’s what we found out.

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Boostability improves customer service with call center metrics and insights through Talkdesk


Analyzing call center metrics is key to delivering a high level of customer service. The factors that come into play in a contact center – queue times, agent availability, proper staffing, etc. – all need to be evaluated in order to properly optimize.