Top 5 Posts in November

Contact Center Pipeline Top 5 Blog Posts

This month’s top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce. In our CX posts, our authors touch on everything from CX management programs, platforms, and governance, to improving your customer service emails and live chat experiences. We also take a look at how reaching out to older generations to expand your workforce and create mixed age teams can improve organizational performance and productivity.

12 Better Ways to Start a Customer Service Email
“Thank you for contacting us.” There’s nothing wrong with that little email starter sentence, but it’s not great, either. Think about it. In most cases, you’re thanking customers for doing something they wish they didn’t have to do: email you to complain about a problem or to get help. Sure, that opener is polite enough, but can we do better? Can we write something fresher, less scripted-sounding, more personal or better aligned with our company’s brand voice?

Toward a Customer Experience Hub
Successful businesses make a practice of spelling out key objectives for the coming year. These are typically expressed as quantitative measures such as sales, profit, and cash flow. But increasingly, executives are asking their teams to achieve qualitative goals, such as increasing customer satisfaction, customer retention and providing a superior customer experience (CX). While these goals may seem a bit nebulous compared to measures of return on investment (ROI) and earnings before interest, taxes, depreciation, and amortization (EBITDA), senior management realizes that the quantitative goals cannot be achieved unless the underlying drivers of sales and profits are nurtured and sustained.

How to Leverage the Power of an Older and Younger Workforce (and Why You Should)
Everyone knows the workplace is now dominated by millennials, with Generation Z close at their heels. But that doesn’t mean baby boomers (or Generation X employees, for that matter) are leaving anytime soon. In fact, older employees—even some from the silent generation—are tenaciously hanging on to their place in the workforce. And that’s a really good thing. The most productive and high-performing companies include a nice mix of employees of all age ranges, older employees included.

How to Ensure Your Live Chat Experience Is as Secure as It Is Seamless
Today’s customers want to get in touch with businesses fast, and live chat is a strong tool for meeting that expectation. Not only does live chat let agents monitor and engage website and app visitors with ease, but it also allows them to obtain crucial information like order details and shopping pain points that agents can then use to deliver a more thoughtful and personalized customer experience.

Who Owns the Customer Experience?
Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick wins, so she begins to tackle customer problems already well known within the organization.