3 Ways to Balance Between Acquisition and Retention
Lumoa
JUNE 30, 2020
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.
Sat.Jun 27, 2020 - Fri.Jul 03, 2020
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You Can’t Automate Your Customer Relationship
ShepHyken
JULY 1, 2020
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. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business.
Turn Your Contact Center Into a Profit Machine with AI
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Every year, $75 billion is lost to bad customer service — and your business could be bleeding loyalty without realizing it. AI is rewriting the rules. Imagine instant answers, 24/7 self-service, faster resolutions, and skyrocketing satisfaction scores. Companies like Amazon are already cashing in, and the technology is easier than you think — plug, play, and profit.
Re-Imagining Your Customer Experience in a Time of Change
Beyond Philosophy
JULY 2, 2020
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. There’s a silver lining in everything, even this pandemic. We discussed this subject in a recent podcast.
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How to Run a Voice of the Customer (VoC) Program
GetFeedback
JUNE 30, 2020
Simplified CX YouTube series episode on how to run a successful VoC program.
The Perfect Call Center Agent Does Exist
Fonolo
JUNE 30, 2020
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. While these statistics may be sobering, don’t give in to the mindset that “any hire will do”.
7 omnichannel contact center capabilities for business continuity
Talkdesk
JULY 1, 2020
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. Even before the coronavirus outbreak, companies already experienced an average of 1.5 million customer conversations a year through digital channels — a number that is only expected to grow in the coming months.
Access 4 of My LinkedIn Learning Classes Free Right Now
Myra Golden Media
JULY 1, 2020
I hope you’re safe and well. I’m sitting on my patio bursting with excitement to be telling you I’ve partnered with Microsoft and LinkedIn to help millions of jobseekers reskill to pursue customer service roles. Do you realize that right now, there are over 1.8+ million job openings for customer service positions (customer service specialist, customer satisfaction, CRM, and Admin analysis)?
State of AI in Sales & Marketing 2025
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Top 5 Posts in June
Contact Center Pipeline
JUNE 30, 2020
More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps. Operating during a pandemic has underscored the value of frontline staff, what works and doesn’t work for contact center operations in the near- and long-term, as well as how the agent’s role is evolving. Also, Pipeline readers […].
Your Customers Are Always Watching – Tip #5
Steve DiGioia
JULY 2, 2020
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? Is your face warm and welcoming to others or stern and stand-offish? Would a customer feel comfortable approaching you or rather seek out someone else for assistance?
How Have your Customers’ and Employees Expectations Changed?
CX Accelerator
JULY 1, 2020
Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.
Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings
Myra Golden Media
JULY 1, 2020
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. Here is a no-cost learning path with four of my LinkedIn Learning classes , to help you 1)build rapport, 2)control conversations, 3) create positive conversations with challenging customers, and 4) de-escalate intense interactions.
Next-Gen Cloud Contact Centers For Dummies®
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Guest Post: 9 Best Tips for Maximizing Your E-Commerce Customer Service
ShepHyken
JULY 3, 2020
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. After all, any good brand out there does not just only have customers. They also have followers and brand advocates. You can achieve that by providing the best customer service possible.
Hold On, I’m Comin’: What to Do with Callers on Hold
Contact Center Pipeline
JULY 1, 2020
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.” However, with lyrics like “reach out to me for satisfaction; call my name for quick reaction,” one can start to […].
How Have your Customers’ and Employees Expectations Changed?
CX Accelerator
JULY 1, 2020
Written by Nick Glimsdahl. We find ourselves in unprecedented – certainly, the word of the year – times. While America and the globe continues to #stayhome for the health of our fellow man and woman, we all would do well to reflect on and capture lessons learned. One question asked repeatedly in this season is, “When will we return to normal?” But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to.
10 Omnichannel Customer Service Best Practice Tips
Callminer
JUNE 29, 2020
Top 10 tips for using an omnichannel strategy to meet your customers' high expectations for digital customer service across multiple platforms.
The Ultimate Blueprint for an AI-First Contact Center
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Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center. Learn how Conversational and Generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences. What is AI-First? Transition from outdated, human-first strategies to an AI-driven approach that enhances customer engagement and operational efficiency.
Amazing Business Radio: David Priemer
ShepHyken
JUNE 30, 2020
The Customer Experience is the Product. Creating Value in the Customer Experience Through Empathetic Selling. Shep Hyken interviews David Priemer, founder and Chief Sales Scientist of Cerebral Selling. They discuss his book, Sell the Way You Buy: A Modern Approach to Sales That Actually Works (Even on You!) , and how a great customer experience is the best sales strategy you can implement.
How to Use Machines to Deliver Great Customer Support
GetFeedback
JUNE 29, 2020
Scale your hyper-personalized customer support program with the help of AI and chatbots.
Contact Center Pipeline Magazine: Inside Our July 2020 Issue
Contact Center Pipeline
JULY 2, 2020
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. Let’s reflect on what we, individually and collectively, can do to ease so much tension, […].
Customer Experience Management Tools and How They Can Help
Aspect
JULY 2, 2020
As we move toward economic, social, and business recovery from C OVID -19, while simultaneously navigating the social , mainstream and alternative media environments, the customer experience is more important than ever. How a customer perceives your brand has never had a more direct impact on your brand’s viability as it does now. The customer experience has always been correlated to sales, brand loyalty, and recommendations and t he rise of social media has only amplified this effect and raised
How AI Is Revolutionizing Contact Centers: 2025 Strategy + ROI Playbook
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
5 Top Customer Service Articles For the Week of June 29, 2020
ShepHyken
JUNE 29, 2020
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. 4 Actionable Customer Experience Statistics For 2020 by Daniel Newman. (Forbes) The following are five statistics that show customer experience is more than just a trend; it’s a full-blown tide that will shape how businesses must need to operate moving forward.
Improving the player experience by combatting games fraud??
TELUS International
JUNE 29, 2020
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.
Customer service: what you can learn from great business leaders
Eptica
JULY 2, 2020
Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Published on: July 02, 2020. Author: Pauline Ashenden - Demand Generation Manager In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and key historical figures.
The Key to Managing Conflict in the Workforce, No Matter Where your Agents are Working: Naming and Addressing Conflict on your Remote Contact Center Team
SharpenCX
JULY 1, 2020
We’ve all been there. You get an email from someone you work with and something doesn’t sit right. Was that word choice just a coincidence? Or, are they annoyed with me? Those absent, non-verbal cues are hard to interpret. It’s often difficult to gauge how your relationship is going with coworkers when you’re limited to online interactions. And, if something does start to derail your relationship, you don’t have the benefit of informal office interactions to build rapport and re-establish trust.
The GTM Intelligence Era: ZoomInfo 2025 Customer Impact Report
Advertiser: ZoomInfo
ZoomInfo customers aren’t just selling — they’re winning. Revenue teams using our Go-To-Market Intelligence platform grew pipeline by 32%, increased deal sizes by 40%, and booked 55% more meetings. Download this report to see what 11,000+ customers say about our Go-To-Market Intelligence platform and how it impacts their bottom line. The data speaks for itself!
3 Communications Strategies to Use During a Crisis
Totango
JUNE 30, 2020
Communication during a crisis is about protecting your core asset, your customers. The digital transformation of business has shifted enterprise focus toward customer retention and the pursuit of long-term value. Challenges such as the ongoing COVID-19 pandemic only reinforce the importance of keeping the customers you have. Retaining those customers will require efficient, high-value communication between you and your customers.
Interested in Digital De-escalation Training?
Myra Golden Media
JULY 3, 2020
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.
Leveraging Behavior Styles Knowledge to Improve Sales Performance
Integrity Solutions
JULY 2, 2020
Although we typically think about Behavior Styles in terms of aiding sales performance and communicating with others, they also provide valuable insights into our own motivations, preferences and strengths. The selling environment has changed significantly over the past several months, and that means your sales performance strategies, plans and approaches are going to have to adapt along with it.
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