Sat.Jun 27, 2020 - Fri.Jul 03, 2020

3 Ways to Balance Between Acquisition and Retention


Acquisition and retention are of paramount importance if your business is to succeed. In this piece, find out three ways to juggle between the two seamlessly. Feed generated with FetchRSS


7 Ways to Optimize Your Phone Lines for The Busy Season

A Better Answer

A high volume of calls during a busy season may be a good thing. However, it could also mean having problems in handling a large volume of calls and other tasks falling to the wayside. For many companies, their phone lines are their lifelines, and missing important calls can become costly.


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5 Ways to Maximize Customer Loyalty


Post summary: The cornerstone of customer loyalty is great service. Automate wherever you can and focus on pleasing customers instead of trapping them. Create a personable brand. People think in terms of relationships, but they can’t form one with a faceless corporation.

APIs 52

You Can’t Automate Your Customer Relationship


I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. This research came from OnePoll on behalf of DaySmart Software.

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!

Re-Imagining Your Customer Experience in a Time of Change

Beyond Philosophy

Some people watch things happen, some make things happen, and some say, “what happened?” ” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. In this issue, we will discuss how to avoid being one of them.

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How to Run a Voice of the Customer (VoC) Program


Simplified CX YouTube series episode on how to run a successful VoC program. Videos


The Perfect Call Center Agent Does Exist


So, you’re hiring a new call-center agent. The reality is, finding the perfect new hire can feel like a unicorn hunt. And even if you find them, they may not stick around; call centers are notorious for their high turnover. According to Avoxi , call center attrition rates hover around 33% on average.

7 omnichannel contact center capabilities for business continuity


Many customers prefer and expect different digital communication channel options depending on the context. It may be most convenient to text while in the doctor’s waiting room or to email customer service when there’s a more complex issue.

Guest Post: 9 Best Tips for Maximizing Your E-Commerce Customer Service


This week we feature an article by Jake Rheude, Director of Marketing at Red Stag Fulfillment. He writes about how to best perform e-commerce customer service. Impeccable customer service helps you hit the hearts of your followers.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings

Myra Golden Media

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online.

Top 5 Posts in June

Contact Center Pipeline

More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps.

Automated field service scheduling: the power of Computer Vision AI


Many field service organizations recognize the need to modernize their legacy systems and revamp outdated practices. According to an industry survey , 52% of companies still use manual methods for most of their field service tasks, such as scheduling and work planning.

40 Best Customer Service Books We’d Recommend to Support Operators

ProProfs Blog

“People don’t care how much you know until they know how much you care”. Theodore Roosevelt. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand.

The Pros and Cons of Incentivized Reviews

With so many online reviews out there, we’ve decided to take a look at how incentivized consumer reviews fare against regular reviews from consumers that were not incentivized. Is one better than the other? More positive? Are they similar in topics covered and level of detail? Download this report to get answers to those questions and more!

Interested in Digital De-escalation Training?

Myra Golden Media

As a certified Master De-escalation Instructor, I have the expertise to guide you through the COVID-19 stressful encounters you’re sure to have with customers. Learn more or schedule time to talk to me about your objectives. Customer Experience Design

Contact Center Pipeline Magazine: Inside Our July 2020 Issue

Contact Center Pipeline

With Independence Day here in the U.S. just a few days away, it gives me pause to think about where we are as a country and as an industry. Needless to say, we are facing enormous challenges on both fronts.

Your Customers Are Always Watching – Tip #5

Steve DiGioia

What do you do when you think no one is watching? Are you chewing gum, twirling your hair, or resting your foot on the wall behind you? Do you tell off-color jokes because you think no one can hear you? Is your posture one of confidence or submission?


How to Use Machines to Deliver Great Customer Support


Scale your hyper-personalized customer support program with the help of AI and chatbots. Articles

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

E141 – Grasp The Opportunity The pandemic Brings To Unlock Growth Subtitle: Reimagining Your Customer Experience in Time of Change

Beyond Philosophy

Never Let a Good Crisis Go To Waste. I am fond of an old saying that goes like, “Never let a good crisis go to waste.” ” Part of the reason I like it is it points out that even something as grim as the COVID-19 Pandemic has a silver lining. In this case, it presents an opportunity to reimagine what you do with customers and take advantage of the environment of change that the “new normal” in business will offer. Key Takeaways.

Hold On, I’m Comin’: What to Do with Callers on Hold

Contact Center Pipeline

The 1966 hit, “Hold On, I’m Comin’,” was recorded by Sam & Dave and written by Isaac Hayes and David Porter. I know for a fact that they weren’t referring to actually “being on hold.”

Creating a workplace where all feel appreciated


Employees today have the knowledge at their fingertips to explore how businesses around the world handle company culture , fairness, equality, inclusivity and motivational tactics. They have high expectations that come from diverse life and generational experiences. .

The Power of Remarkable Support


Providing a great and easy to use customer experience is the rising tide that floats all ships. It may feel like your product is unique, but it’s not.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

The best security standards to keep your contact center up and running


Business continuity has become a crucial topic for organizations in 2020. As the COVID-19 pandemic struck the globe, businesses were forced to migrate to a remote work scenario, many of them relying on cloud-based or cloud-native solutions to do so.

Lucky Seven! Calabrio Named a Top Workplace Seven Times Running


When nominations opened for the 2020 Star Tribune Top Workplace rankings in January, no one anticipat ed the changes that would impact us, come March.

The role of agile in CX


Businesses have been creating new capabilities to advance efficiencies and experiences for years. Most of the time, such changes take months or even years to implement. In the wake of COVID-19 , organizations have had to respond to pressing needs much faster.

Why Customer Support Teams Need Extra Love


It’s probably not surprising that the best customer support experience I’ve ever had was with Amazon. The company is known for setting the bar on customer delight, and with good reason

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

Improving the player experience by combatting games fraud??

TELUS International

Games fraud is on the rise as the gaming industry continues to experience significant growth. Discover best practices for combatting games fraud while improving the player experience. CX Best Practices

5 Tips to Increasing Productivity While Working Remotely


With our new Covid-19 condition, working from home has become the norm, but also comes with its challenges. While it may be fantastic for some people, for others it may be a struggle.

Linking agent performance to business outcomes


Stop forgetting the customer in QA measurement. Are you ready to learn how to unlock details on how the specific contributions agents make are tied to business outcomes? Hold your agents accountable for CX by getting down to the bottom of those high-effort customer experiences.