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FOR IMMEDIATE RELEASE Award Recognizes Top BPO at Delivering Superior Customer Experiences Rockville, MD, October 16, 2020 — Transparent BPO, a leader in nearshore and offshore contact center solutions, was announced the winner of the coveted “Best Outsourcing Provider” at the 2020 ICMI Global Contact Center Awards. MORE
There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You? The Better With You Manager. MORE
As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making? MORE
Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base. MORE
Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands. MORE
Contact Centre specialists Fonolo sought out industry experts (including our own Peter Lavers) and leaders far and wide and asked them how Contact Centres — and the CX industry as a whole — fared in the first few months facing COVID-19. Please click here to read what they found. MORE
You might have noticed that the global pandemic isn’t doing much for your bottom line. You might also be wondering how you can reduce costs to save your assets—even when the economy is robust and healthy. MORE
Is text support in your CX plan? 98% of all text messages are opened and 95% are responded to within 3 minutes of being delivered. Utilizing a customer service channel like SMS will enhance customer and agent experiences MORE
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Today's business communications must be able to infuse the customer experience with the perfect blend of technology-driven intelligent interactions and personalized service MORE
Think holistically, empower your contact center with an omnichannel platform, and take a deeper dive into the customer experience you deliver by trying it out yourself. Do business with your company. Then ask yourself: would you be loyal to your brand MORE
The COVID pandemic has pressured businesses more than ever to communicate with and serve customers without needing physical interaction. This article looks at how with the right approach, APIs can transform the way companies interact with customers by creating one seamless chain of communication MORE
Why should you go out of your way to show your appreciation to employees beyond Customer Service Week? MORE
Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts. MORE
Tiffany Carpenter, Head of Customer Intelligence at SAS UK & Ireland, recently chatted with Peter Lavers and Sally Eaves about disruption and the effects on business of Covid-19. You can read her MYcustomer article by clicking here. MORE
What will contact center work environments look like in the coming months? Remote workers, in-office workers, a combination? MORE
I love hanging around smart people, and my friend Todd Hartley is one of the very smartest. He runs WireBuzz , an agency that uses videos to help their clients sell and service their customers, clients, guests, etc. MORE
While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences. MORE
Field service organizations have long been implementing measures to reduce their high operational costs. MORE
One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there. MORE
With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. MORE
Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. MORE
This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers. MORE
Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy. As Customer Experience managers, we must rise to meet this challenge by getting inside our customers’ minds. MORE
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. MORE
The 5 Rules for Driving Down Costs Without Affecting Customers. A lot of Behavioral Science can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. MORE
In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams. MORE
This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past. MORE
ShepHyken
OCTOBER 7, 2020
One of our loyal subscribers, Warren Danziger, shared a story about how a delivery was made to his home and placed between the screen door and the front door. The delivery person never knocked or rang the doorbell to inform him his delivery was there.
CCNG
OCTOBER 14, 2020
What will contact center work environments look like in the coming months? Remote workers, in-office workers, a combination?
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Beyond Philosophy
OCTOBER 1, 2020
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.
Contact Center Pipeline
OCTOBER 8, 2020
Contact Center Pipeline’s AUTHOR WALL OF FAME Dick Bucci is Principal of Pelorus Associates, a market research and marketing communications company that assists developers of contact center solutions by providing in-depth market research and by authoring white papers, e-books and blog posts.
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ShepHyken
OCTOBER 14, 2020
I love hanging around smart people, and my friend Todd Hartley is one of the very smartest. He runs WireBuzz , an agency that uses videos to help their clients sell and service their customers, clients, guests, etc.
CCNG
OCTOBER 6, 2020
While working remotely, I have been in online meetings where people are missing because they failed to take time zone differences into account. I have attended 5:00 AM meetings during which leaders sheepishly admitted they forgot the time differences.
Beyond Philosophy
OCTOBER 15, 2020
Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too.
Contact Center Pipeline
OCTOBER 13, 2020
Why should you go out of your way to show your appreciation to employees beyond Customer Service Week?
Advertiser: Skilljar
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!
Kendal Rodgers
OCTOBER 11, 2020
Think holistically, empower your contact center with an omnichannel platform, and take a deeper dive into the customer experience you deliver by trying it out yourself. Do business with your company. Then ask yourself: would you be loyal to your brand
Peter Lavers
OCTOBER 20, 2020
Tiffany Carpenter, Head of Customer Intelligence at SAS UK & Ireland, recently chatted with Peter Lavers and Sally Eaves about disruption and the effects on business of Covid-19. You can read her MYcustomer article by clicking here.
ShepHyken
OCTOBER 9, 2020
This week we feature an article from Corina Mihalache, Business Development Executive at Tokinomo. She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. As cliché as it may sound, for an understanding of the future, we must always look into the past.
Jay Patel
OCTOBER 12, 2020
Today's business communications must be able to infuse the customer experience with the perfect blend of technology-driven intelligent interactions and personalized service
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.
Beyond Philosophy
OCTOBER 8, 2020
You might have noticed that the global pandemic isn’t doing much for your bottom line. You might also be wondering how you can reduce costs to save your assets—even when the economy is robust and healthy.
Contact Center Pipeline
OCTOBER 20, 2020
As contact center leaders plan for the post-pandemic recovery—both short- and long-term—where can they turn for reliable insights for informed decision-making?
Candace Sheitelman
OCTOBER 11, 2020
Is text support in your CX plan? 98% of all text messages are opened and 95% are responded to within 3 minutes of being delivered. Utilizing a customer service channel like SMS will enhance customer and agent experiences
TechSee
OCTOBER 21, 2020
With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery.
Advertiser: ZoomInfo
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!
ShepHyken
OCTOBER 13, 2020
Understanding Gen Z as Customers and Employees. The Next Generation of Customer Experience. Shep Hyken interviews Jason Dorsey, leading generational researcher, speaker and author. They discuss his latest book, Zconomy , and talk about what Gen Z wants as customers from their favorite brands.
Steve DiGioia
OCTOBER 12, 2020
There are two viewpoints to take when answering the question; is your team better with or without you. It all depends on what is more important to you as a manager. Let’s break both sides down. Is Your Team Better With You or Without You? The Better With You Manager.
Beyond Philosophy
OCTOBER 6, 2020
The 5 Rules for Driving Down Costs Without Affecting Customers. A lot of Behavioral Science can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science.
Contact Center Pipeline
OCTOBER 5, 2020
This has been a grueling year—a marathon of fear, uncertainty and constant course-corrections. Throughout it all, frontline customer service staff across industries have stepped up to help companies and brands maintain a positive, reassuring presence for their customers.
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.
TechSee
OCTOBER 13, 2020
Field service organizations have long been implementing measures to reduce their high operational costs.
ShepHyken
OCTOBER 21, 2020
Stop comparing yourself to the competition. It’s okay to ask yourself, “What are they doing that we aren’t?” However, that can be a dangerous question. I use the word dangerous to warn you that all you are doing is “baseline thinking.” I call it that because it’s at the base.
Omar Javaid
OCTOBER 12, 2020
The COVID pandemic has pressured businesses more than ever to communicate with and serve customers without needing physical interaction. This article looks at how with the right approach, APIs can transform the way companies interact with customers by creating one seamless chain of communication
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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.
Transparent BPO
OCTOBER 21, 2020
FOR IMMEDIATE RELEASE Award Recognizes Top BPO at Delivering Superior Customer Experiences Rockville, MD, October 16, 2020 — Transparent BPO, a leader in nearshore and offshore contact center solutions, was announced the winner of the coveted “Best Outsourcing Provider” at the 2020 ICMI Global Contact Center Awards.
Contact Center Pipeline
OCTOBER 7, 2020
In our second post on Customer Service Week 2020, Sitel Group’s Olivier Camino and Sweetwater’s Jeff Ostermann provide insights into their companies’ employee experience cultures and highlight CSW activities to engage and support their teams.
Beyond Philosophy
OCTOBER 10, 2020
Like the rest of the world, the Customer Experience world is changing. Customers have new expectations and are doing business in new ways. While we adapt to the world that COVID-19 presents, we change what we want as customers and how we think about our relationships with the entities we buy. As Customer Experience managers, we must rise to meet this challenge by getting inside our customers’ minds.
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