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. That isn’t how it should be, though—in order for a CEO to best understand how to grow the company, they need to understand what happens each day. You can’t make successful decisions about how to change things without knowing what you are already doing and how it’s working for you.

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. In today’s hyper-customer-oriented environment, the success of your customers is no longer limited to the responsibility of your Customer Success or Support teams. Instead, every part of your organization must be aligned with the needs, desires and wants of today’s ever-evolving customers.

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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. Some managers say prior generations were easier to manage because they were more predictable. Employees worked their 40-plus hours per week at a call center and went home with little complaint.

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. In less than 36 hours, my parents were headed to Texas for a two-week vacation. Their unruly, horse-sized Bernadoodle was ready to ship out on a two-week trip of his own. He was all set to head off to doggie boot camp … or so we thought.

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!

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.” ” We put loads of material out there to ensure we were “talked about.” ” We discussed marketing efforts in our latest podcast.

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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. On his next visit to London, he insisted on being put up – along with his entire team – at the Rochester.

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. In fact, the original intent was to focus more on employees than customers, but I’m happy to celebrate both. In customer service, there are so many ways to do things right.

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. In my corporate life, I worked in Marketing for a long time. One of the things I learned was that Marketing should know the marketplace and understand their customers.

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. Born out of necessity, the company’s first sunglasses were developed by a group of hardcore fishermen whose outdoors […]. Culture call center community outreach contact center employee committees employee engagement empowerment

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.

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

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). They also talk about the crucial role the employee experience plays in the customer experience. The Interview with Annette Franz: Customer understanding is a cornerstone of a customer-centric culture.

Top 20 CX Influencers to Follow in 2019

Call Center Coach

You have dreams and aspirations to make a difference. Sometimes it’s crystal clear on how you do that and sometimes it’s not. If you have a dream to make a difference in customer experience, then you need to learn from and follow these Top 20 CX Influencers. I was humbled and surprised to be named to this distinguished list of impact makers and will continue to pursue my passion of making a difference.

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. Along those same lines, the other top posts in September were those that emphasized strategies, tech and tools […]. Featured agent turnover call center contact center employee engagement employee experience hybrid workforce industry trends self-service

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!

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. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be.

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 To Tell If A Customer Service Agent Will Help You by Christopher Elliott. Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you. My Comment: Chris Elliot is a consumer advocate.

11 Call Center Innovation Ideas to Boost Performance

George Simons

Keep your center competitive by implementing these 11 call center innovations

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

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.

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. Many companies recognized the importance of digital customer service and CX as key differentiators. 89% of businesses are soon expected to compete mainly on customer experience.

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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. Ali would greet me by name at the entrance, using my first name rather than calling me Mr. Toister since I prefer a more informal greeting. I'd chat with Liza at the front desk for a moment as she checked me into my preferred type of room.

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. It is well known that the greatest source of new business and sales you have is

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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 Agents

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.

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. T-Mobile was facing a commoditized market and needed to differentiate beyond price and promotion.

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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. His formula for implementing such a change lies in the combination of science and advertising. This has resulted in clients referring to his team as being “remarkable people, with a laser focus and fresh perspective”.

Are You Secretly Judging Your Customers?

Chip Bell

“Thank you for being my customers,” the clothing store manager said to a group of prospects who seemed to be loitering in his mall store. The uniqueness of his statement was that it was directed at three loud teenagers who seemed to be permanently attached to their phones. Out of earshot of the owner, one young man remarked to his buddies, that they should probably buy something since the owner was being so nice.

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. As a high-pressure time of the year, call centers need to operate efficiently and at an even higher scale when it’s open enrollment.

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!

Empire Today Moves to CXone, an Easy Decision

NICE inContact

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The move to NICE inContact and the CXone cloud platform came soon thereafter. “It It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. By the time the home improvement and furnishings company made the switch, there had been plenty of frustrations with the old system.

3 Misconceptions about AI (and why there is nothing to fear)



How to combat fake reviews and reduce negative online comments

TELUS International

CX Best Practices