Trending Articles

Six Critical Principles Businesses Are Ignoring – Are You?

Beyond Philosophy

A theory is great. It gets you thinking, designing and planning. However, unless you take all the theory and the work you built around it and implement it, it is entirely useless. Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. The concept of implementing the plans you make from theory is significant to me. It began back in my executive position at British Telecom.

This Is What Destroys Contact Center Morale

Call Center Coach

Your company culture is on the wall, written in your mission statement, part of the company vision, it’s in your core values and it’s communicated. And this is what destroys contact center morale? It is a problem if your leaders do not live out these perceived commitments through their behaviors.

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T-Mobile: No Bouncing, No Bad Bots, No BS


Yesterday at a media event in Charleston, South Carolina, the CEO of T-Mobile, John Legere, revealed their next big move. My initial thought was what could possibly be a bigger move than offering free Netflix ?

2018 Contact Center Technology Survey Reveals Critical Needs

Contact Center Pipeline

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views.

Build a bot with the Genesys PureCloud platform and Amazon Lex

Take a front-row seat to hear how this contact center integration will upgrade your IT infrastructure. Learn how to practically apply Amazon Lex and machine learning to replace your legacy IVR and overcome common IVR problems.

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Why is Service So Great at the USS Midway Museum?

Toister Performance Solutions

Let's start with a few facts about the USS Midway Museum. The decommissioned aircraft carrier has operated as a museum in San Diego since 2004. Visitors can explore the flight deck, crew quarters, and other areas of the ship while enjoying a self-guided audio tour narrated by Midway sailors.

Lost in the Labyrinth: Brand Energy Power and Vision Clarity

Contact Center Pipeline

In this installment of the Lost in the Labyrinth series, I focus on Brand Energy Power, an organization’s internal furnace that breaks down silos and builds brand momentum at every level. But how do we build Brand Energy and continue to fuel the fire?

The Convenience Question: How Easy Am I to Do Business With?


Over the years I’ve taught a concept I refer to as the One Thing Question. This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS).

How to Measure Customer Satisfaction in 6 Easy Steps


Nowadays, you must have come across certain companies that are way too flexible in terms of return policy than their previous ones would ever be.

Contact Center Agent to Supervisor Success Path

Call Center Coach

CLICK HERE for large image. Being able to accelerate the path from successful contact center agent to supervisor success is a top priority in the contact center industry. Some may contend it’s always been a priority. But now we could be entering a crisis scenario.

Attitude: The Missing Attribute in Contact Center Hiring

Call Center Weekly

Let’s face it; hiring new personnel can be a long, arduous task. Prior to announcing an opening, the job description must be created and approved. Recruiting efforts must be discussed with HR to ensure the best candidates are brought to the forefront.

Sennheiser Technology Supports Contact Center Employees with Special Hearing Needs

Contact Center Pipeline

Contact Center managers and business owners who have invested in sophisticated unified communications networks typically understand the urgency of maintaining a skilled, consistent and well-seasoned staff to use these networks.

Amazing Business Radio: Tiffani Bova


The Carnival Of Business Growth Strategies. Get smarter about building your company’s future. Shep Hyken sits down with Tiffani Bova, the global growth and innovation evangelist at Salesforce.

3 Ways the Best Brands Do Omnichannel Right


Have you had enough of the term omnichannel? It blasted into our vocabulary a few years ago, shoving out multichannel as the preferred ubiquitous business speak of our time. Omnichannel paints a picture of an all-knowing customer journey.

10 Things Senior Leaders Should Know About Contact Centers

Brad Cleveland

A prerequisite to getting good support from senior management is that they have at least a basic understanding of what contact centers do. To fulfill their potential, customer contact centers need commitment and involvement from the top.

Importance of Scalability in the Contact Center


To be a successful Contact Center Manager, you must be able identify and forecast the needs of your campaign/project(s) which at times can be uncertain. There are unpredictable spikes in the contact center that causes longer holder times which can result in negative customer service experiences.

Trends in Workforce Management and Integrated Analytics

The Northridge Group

An effective Workforce Management organization ensures a contact center has the right number of agents, with the right skills, in place to deliver the desired member experience in the most efficient manner.

Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide


This week we feature an article by Kaavya Karthikeyan who writes about customer support metrics that you should be tracking. – Shep Hyken.

?? Retail Beats Expectations, Heads Toward Strong Third Quarter

Branch Mesenger

In the retail industry, everything is suddenly sunny. ??+ ????+ ????+ ????= ??. Warm weather, improving consumer confidence, strong sales, and increased manufacturing output have all contributed to a robust second quarter for American retail sales.

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#EverydayHeroes: Introducing the Humans of Customer Service


Stop me if you’ve heard this one: What a world we live in. Speaking as a seasoned, schooled, marginally flawed member of the human race, I have of late been watching the movements of humanity with worried, widened eyes. This was not by choice, really.

FNOL Providers Best Practices


Don’t Try to Force Your Business Processes into a One-Size-Fits-All Outsourcer Box There are many advantages to outsourcing your first notice of loss (FNOL) calls to a call center that specializes in this work.

UJET wins a Stevie Award for Tech Startup of the Year- Software


UJET brings home bronze with a Stevie for Tech Startup of the Year – Software. UJET Contact Center cloud-based contact center

5 Top Customer Service Articles for the Week of August 13, 2018


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.

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Celebrating CX Community: Better Together

CX Accelerator

Only a handful of months ago, CX Accelerator started with a dream to create a small virtual community exclusively for CX professionals. 400 people and 14,000 messages later, the slack work space has become something far more meaningful than anyone could have anticipated.

Don’t Let Your IVR Languish

Strategic Contact

We see common situations in our contact center assessment projects: The IVR needs fixing. It’s been static for years. But nobody thinks it matters too much. Or they are afraid to touch it, out of fear it will “break” something.

4 Strategies for Achieving First Call Resolution


Since first call resolution (FCR) helps companies measure customer satisfaction, it is an essential element in nurturing lifelong relationships with buyers. Customers understand that mistakes happen, so they are able to forgive when a problem is fixed swiftly and adequately.

Call Recording for BPOs and Call Center Outsourcers


As a BPO or call center outsourcer, you are potentially taking over a role your clients cannot manage on their own or don’t want to handle any longer. Therefore, you are under enormous pressure to over-perform each and every day or you risk losing business.

What Are The Top Factor Of Call Center Manager Goals & Objectives?

Dialer 360

Excellence is one of the pillars of success in contact center services. Customers and client have an interest in quality work only. Competition for the brand reputation so, the BPO unit are aware of that.

4 Customer Support Myths to Avoid

Return Customer

American Express reported that, according to research, Americans will tell 15 people about their bad brand experiences but only 11 people about their good ones.

?? Huge Week For Retail

Branch Mesenger

From Macy's to Wrangler, here's a look at the biggest stories we're reading this week: ??Retail Retail Sales Expected to Climb Higher. ??This This is the Hottest American City for Jobs. ??Lee, Lee, Wrangler Spinoff. ?North North Face Taps Rockies For HQ. ??Doubling Doubling Down on Malls. ??Are

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From Phones to Multimedia: 2018’s Shift in the Financial Industry

Revation Systems

Communication lies at the heart of customer service – it’s often the driving factor behind turning an average customer touchpoint into a stellar experience with a business.

How to Gain Big CX Insights from Small Details

Toister Performance Solutions

My wife, Sally, and I really enjoy wine. It's fun to explore new wineries and share both bottles and experiences with friends. So we were a little excited when I found a winery in Napa Valley that was looking for "investors." The deal was enticing.

Record a Phone Message with PHP


Recording a phone message is the key first step in building a fully fledged voice mail system. In this tutorial, we’ll go through the steps required to set up a phone number with the ability to record an incoming call using PHP and the Nexmo command line interface.




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