Tag: customer service

Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the...

Contact Center Pipeline’s AUTHOR WALL OF FAME Mike Aoki is President of Reflective Keynotes Inc., a Canadian training company that helps contact centers improve their sales...

There has been quite a bit of activity on the Pipeline blog in July. Understandably, articles related to pandemic-related customer service issues continued to...

It takes a skilled service professional to deliver a quick, competent response to a customer complaint. When an escalated issue has been resolved with...

As a kid, I enjoyed leafing through my dad’s copies of Popular Mechanics. One of my favorite columns was entitled, “Things I Wish Someone...

I always look forward to the new year and the enormous promise it holds. As 2020 begins, it’s an opportunity to reflect on what...

There are a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had...

“How dare you call my employer to confirm my job status!” “The mortgage broker said my house was worth more than you think!” “My credit rating...

A Q&A with author and customer experience pioneer Jeanne Bliss. In her latest book, Would You Do That to Your Mother? The “Make Mom Proud”...

As organizations plan for success in 2019, emerging trends will influence how customer service is delivered. The evolving landscape will drive changes in how...

As background, there are really two moments of truth in a customer’s relationship with their company—when they purchase and when something goes wrong! It’s...

I read countless articles on how to reduce stress in the call center and often wonder, “Why is the contact center environment so traumatic?”...

I know what you may be thinking. Yet another meaningless corporate rah-rah statement that will be forgotten in a week!? I’m with you. Two...

What qualifies an excellent customer service experience? We are all consumers who need a little help once in a while, so you would think...

The senior population has been a fast-growing customer segment since the first wave of baby boomers turned 65 in 2011. This year, the number...

What does it take to deliver standout customer service? It’s a question on the minds of many business leaders since customer experience trumps price...

As an executive in any organization that provides customer service, the worst possible message that you can receive is that “suddenly” a customer is...

Contact center professionals are already gearing up for the holiday season and beyond. One of our five most-read blog posts in September provided timely...

In our mid-year look at five“hot” topics that have been garnering much attention recently, our last post offered insights into why employee engagement is...

Contact centers deal in volume. That’s obvious in the 20,000-seat center, and on a relative scale, it is just as true in a 20-seat...