Trending Articles

The Modern Call Center School for Supervisors | 12 Things to Know

Call Center Coach

The world of talent development and adult learning has changed dramatically over the past few years. And leading contact centers are modernizing their learning to keep pace. They realize they must modernize or risk losing their next generation of frontline leaders to other opportunities.

From Axes to Handbags: Why Customer Like Conspicuous Consumption

Beyond Philosophy

I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. However, the reality is, I sometimes look at my fancy pen and think, “It’s writing; I could write this stuff with a Bic or a regular pencil.”.

Congratulations to the 2018 LISTEN Awards Winners


At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.

CX Satisfaction Starts with Your Brand Advocates

Contact Center Pipeline

Customer Experience is top of mind with contact center professionals, as the industry dives deeper into digital transformation. It’s a great time for organizations to consider the conversations they are having with their customers. Who’s engaging with them? Are the conversations productive?

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. about their digital customer communication strategies. Read the report to find out what was uncovered.

You Didn’t Know a 12-foot Pole Could Teach You This

Myra Golden Media

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this. And then, three hours before my flight, I scratched the entire section.

How to Reduce Friction


As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible.

More Trending

What You Need to Know to Reduce Customer Effort in 2019


It’s that time of year. We’re all making predictions and tracking trends in customer experience. What will happen in 2019? Which trends will matter? Which will fade away? One thing we predict will not change for a long time is the need to reduce customer effort.

Thwarting Thieves and Hindering Holiday Hackers

Contact Center Pipeline

Holiday spending and the quickly evolving ways people buy and sell things was on my mind on a recent trip that took me through Shanghai. In China, there are two prominent apps used by companies and consumers.

Use This Checklist to Create the Perfect Customer Survey


Creating a customer survey is hard work. Not only do you have to ensure your questions can deliver truly valuable insights, but you also have to consider design, distribution, and usability issues.

Amazing Business Radio: Dan Schawbel


Back to Human. How Great Leaders Create Connection In The Age of Isolation. Shep Hyken sits down with Dan Schawbel to discuss how to use technology as a bridge to a strong customer and employee connection.

The Top 3 Ways to Forecast for Your Contact Center

Forecasting is no easy task. It can be difficult to schedule the right amount of agents at the right time. Download our ebook to learn how to reduce overstaffing and understaffing, lower customer wait times and improve the customer experience with proper forecasting.

The Death of Voicemail


For years, I have been asked about the death of voicemail. It started at the end of 2014 with Coca-Cola’s announcement that it was disconnecting voicemail , which was followed by similar announcements from companies like JPMorgan Chase. What ended up happening in most cases?


How to Get Promoted into Customer Service Leadership

Toister Performance Solutions

Getting your first shot at a leadership position can be tough. A few Customer Service Tip of the Week subscribers have recently asked me for advice on getting promoted.

How AI Will Change the Nature of Contact Center Work

Contact Center Pipeline

There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service and deliver higher customer satisfaction.

Chat agent training, onboarding taking priority for many organizations


By Tony Medrano and Scott Moberly. At Customer Contact Week in Austin last month, we noticed how the discussions surrounding chat training and onboarding stood out far more than in previous conferences. Good reasons exist for this. .

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

Guest Blog: Impact of Technological Advancements on Consumer Behavior


This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects.

4 CX Actions for the Cash-strapped, Resource-limited Contact Center

Customer Service Life

This article was originally published on the ICMI Blog on August 28, 2018. Click here to read the original post. Having worked in customer service for a couple SAAS (Software as a Service) startups throughout my career, I’d like to enlighten you on an important concept.

How to Save Money By Observing Employees and Customers

Toister Performance Solutions

In 2014, activist investor Starboard Value identified a cost savings opportunity of $216 million at Darden Restaurants. The restaurant operator owns such iconic brands as The Capital Grille, Yard House, and Olive Garden. Starboard's management felt Darden was underperforming.

A Valuable Commodity: Spend Less, Save More, and Win Customers Over


There is a commodity that you can’t see or touch, but it is very valuable. Everyone gets the same amount of it each day and can spend it as they choose. What is it?

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

How to Increase ROI for Your Custom Development Projects

Aria Solutions

It’s an exciting time to be in IT these days! Digital transformation is gaining in popularity, one element being the move of IT infrastructure to the cloud.

APIs 76

5 Top Customer Service Articles for the Week of November 12, 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. 7-Eleven is testing new ‘scan-and-go’ technology by Ilyse Liffreing.

Temkin Group, Qualtrics, And SAP

Customer Experience Matters

Well, this has been a crazy month. In case you missed it, Temkin Group was acquired by Qualtrics. We weren’t able to discuss it too much, because Qualtrics was in a pre-IPO quiet period. And then SAP acquired Qualtrics. Can you say Pac-Man?!?! A month ago, I would have provided my independent analysis of these acquisitions. I can’t do that anymore, I’m now biased. But here’s my read of the general environment that led to these moves.

My Next Webinar - with 8x8: How SMBs Can Leverage Cloud for Collaboration

Jon Arnold

Here’s my first shout-out for this webinar, happening on Tuesday, Dec. It’s based on a white paper I just completed for 8x8 , focused on educating SMBs about how the cloud can take them much further than just replacing premise-based telephony.

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Branding Your Radio, Podcast, or TV Advertisements With a Vanity Phone Number

CallSource Insights

How to use vanity phone numbers for successful advertising. Radio and television channels were once considered a staple of every business that wanted to get the word out about who they were and what they did.

Why Magento is Mostly Preferred for E-Commerce in India


Once you decide to step into the online market, you will realise there are plenty of options available as far as e-commerce platforms and software are concerned.

The Evolution of Customer Service


The ways in which we communicate with businesses have undergone many changes in the last few decades. Customer service has evolved from the early days of call centers , when the phone was the single communication channel. Customer Service

What Strategies Did You Try To Increase Call Center Operations?

Dialer 360

The term ‘call center operations’ comprises of many phases. But essentially term refers the daily activities. Else, processes that go into ensuring a call center is efficient. A contact center is an office used to the purpose of getting transmitting a large volume of requests.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them. Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company.

BroadSoft Connections - Day 1 Quck Take and Photos

Jon Arnold

As I usually do, here’s a quick first take post about a pretty important conference from some pretty important players. Day 1 of these events is usually a firehose of updates, and a lot of frantic note-taking, photo-taking, tweeting and running around.

Skills-Based Routing: 5 Common Problems You Can Avoid

Brad Cleveland

Call Center Contact Center Customer Service Videos Workforce Management Brad Cleveland skills-based routing workforce management

Yes, you can increase CSAT and NPS during the holidays


Don’t settle when it comes to talent during busy season. There’s a lot to look forward to during the holiday season, and I’m not just talking about “All I Want for Christmas Is You” returning to the radio waves.

Hiring & Retaining Qualified Support Agents is More Difficult Than We Thought.

DigitalGenius Blog

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.