Trending Articles

Make This Small Change For Big Results

Beyond Philosophy

We all have a Status Quo Bias when it comes to decision making. Also called Status Quo Inertia, the Status Quo Bias is our preference to keep things the same or maintaining a previous decision.

The More You Give the More You Get


There is an old saying: It is better to give than to receive. The interpretation of this is that giving is an act of kindness. There is another old saying: The more you give, the more you get.

What’s in a Name?

Call Center Weekly

When we hear a word or phrase, the mind begins to create a concrete visual for an abstract concept so that we can make sense of the situation and behave as expected.

6 More Ways to Get An Angry Customer to Back Down

Myra Golden Media

Eleven years ago I published my first YouTube video. I called it Top 6 Ways to Get An Angry Customer to Back Down. That little video has gotten more than 2.9 million views. (I I have this old-school video at the bottom the page if you’d like to take a look.).

How Mid-Size Contact Centers are Adopting Cloud for CX Transformation

The combined forces of digital transformation, customer experience and cloud-based contact center products herald a new day for mid-market contact centers by meeting the unique needs and preferences of their business, including: security, control, functionality and speed.

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Customer Satisfaction Survey Erosion

Contact Center Pipeline

In today’s world, the customer satisfaction survey is a given. Some businesses (Lyft, Airbnb) rely on it as part of the model, and could hardly exist without it. Others may not have the same degree of reliance, but are nonetheless diligent (and persistent!) in requesting feedback after every service transaction. Customer feedback today drives purchase […].

10 chat support job responsibilities: what you need to know about providing live chat support to your customers


It's Friday. You're queuing up emails for next week's big product announcement when all of a sudden your email service stops working. Customer Experience Multichannel Support Live Chat Customer Support

Contact Center Quality is NOT a Score: Stop Using Checkboxes

Call Center Coach

Contact center quality is transforming just like many other aspects of contact center operations. Good thing!

Why Don’t Customers Buy After They Say They Will?

Beyond Philosophy

Many organizations have called to tell us that their Customer Experience initiatives are not performing like they did. The results that were once skyrocketing have plateaued. They are surprised by this turn of events, but we are not.

eBook: Top 6 Benefits of Improving CX Assurance

More and more organizations understand the value of delivering a high-quality customer experience and investing in improving their CX assurance processes. Automating testing and monitoring, top the list of ways to improve their CX assurance efforts.

Tips to Make Your Contact Center More Productive


If you’re working in a role like customer service, help desk support, or sales, it’s basically a requirement that you spend a lot of time on the phones, and you typically end up spending a lot of time doing the same tasks over and over. Productive reps are the backbone of any contact center.

Inside View: Adriana Thompson,

Contact Center Pipeline

Adriana Thompson has been drawn to customer service roles throughout her career. That is not surprising given her positive outlook, natural charisma and genuine interest in helping others. These are just some of the qualities that have enabled her to excel in her current role as Customer Love Team Floor Manager at, an online […]. Leadership call center career growth contact center employee engagement leadership learning & development

Making emotional connections with customers is key to excellent NPS and VOC results

Robert Davis

By Brad Baumunk, President and COO, Robert C. Davis and Associates. Recently I read an article by Toma Kulbyte entitled “32 Customer Experience Statistics You Need to Know for 2018” ( [link] ).

Another Disruption in Contact Centers: Pay Dramatically Increases

Call Center Coach

The contact center agent job is getting harder, talent is harder to attract, unemployment is down and the labor market is tight…all of this is causing a disruption in contact center pay. But not in the way you might be thinking. It’s the timing of pay that we are seeing dramatic increases in. Waiting every two weeks or until mid-month or end of the month just might become a thing of the past, just like a home land-line.

Four Customer Service Skills You Need to Have

Toister Performance Solutions

LinkedIn Learning has just released a new edition of my Customer Service Foundations course. It's a training video designed to help people learn the fundamentals of service. Creating a course like this requires some tough decisions: Which skills are most important and must be covered?

When Employees Misuse Their Authority Over Customers

Customers That Stick

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. Customer Service Blog

Contact Centers: The Secret to Business Intelligence

Contact Center Pipeline

In the era of big data, leading contact centers are taking a hard look at their use of analytics. However, with the increasing tsunami of contact center data available at your fingertips, knowing which data-dots to connect in order to reveal the underlying business insights can be challenging at best. Instead of wasting time and […]. Customer Intelligence call center call center reporting cloud solutions contact center contact center analytics

Amazing Business Radio: Jim Iyoob


Artificial Intelligence Combined with Human Intelligence; the Future of Business Transformation. What can you do to help create an effortless customer experience?

How to Build a Supervisor Dream Team in Your Contact Center

Call Center Coach

How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. So we thought it was best to reveal to you how to build your very own contact center supervisor dream team.

Importance of Network Security: Part One

Revation Systems

As today’s tech-savvy world expands with new programs and devices, securing the data that flows through networks is increasingly important for every organization.

The iPaaS Revolution: Call Centers and Next-Gen Integration Tools

EPIC Connections

There’s a lot of hype around robotic processes and business process automation in the call center, but what technologies are truly driving digital transformation in customer service? The answer: integration platform as a service, otherwise known as iPaaS. Here’s what you need to know.

APIs 57

Lost in the Labyrinth: Visionary or Radical?

Contact Center Pipeline

Today’s contact centers must go deeper into the organizational labyrinth and transform to be considered a strategic asset. This transformation must be influenced by those responsible for running the operations as it is unlikely the executive level will be the initiator. In this installment of “Lost in the Labyrinth,” I discuss how business leaders need […]. Change Management call center change management contact center organizational alignment

Demystifying multi-factor authentication


What continues to puzzle me is how multi-factor authentication is still a mystery to most. .

How to Build a Supervisor Dream Team in Your Contact Center

Call Center Coach

How would you describe your contact center supervisors? Ineffective? Uncertain? Overworked? Undertrained? Dream team? The fact is having high-performing contact center supervisors is no longer an optional extra for organizations, but even the best organizations don’t have time to figure all this stuff out. So we thought it was best to reveal to you how to build your very own contact center supervisor dream team.

Revation is Connecting People and Services at the Annual n4a Conference in Chicago

Revation Systems

The National Association of Area Agencies on Aging (n4a) is hosting its 43 rd annual conference and trade show July 28-August 1 in Chicago at the Sheraton Grand Chicago.

Contact Center 2.0 - More Than Just Going to the Cloud - No Jitter

Jon Arnold

That's the title of my latest post for No Jitter. Am a bit behind posting about it, as I'm on vacation this week. This time around, I'm drawing from a current study commissioned by RingCentral about how contact centers are trying to embrace new technology to meet changing customer needs. Digital transformation is a big theme, as is the cloud and CX, and addressing them all isn't easy.

5 Top Customer Service Articles for the Week of July 16, 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.

2018 Temkin Emotion Ratings: Wegmans Earns Top Spot

Customer Experience Matters

Emotion is one of the three components of a customer’s experience (along with success and effort), so it’s a fundamental element for companies to track. In this post, I examine the eight annual Temkin Emotion Ratings for U.S. companies. It’s one of the components of the overall Temkin Experience Ratings, the open standard CX metric. In January 2018, we surveyed 10,000 U.S. consumers about their experiences with companies.

Success Story: How a Credit Union Improved the Customer Experience with Call-Backs


In our business, we are privileged enough to watch as our clients go above and beyond in providing a great customer service by putting an end to long hold times via our call-back solutions.

Context in Conversations Will Make or Break Your Customer Experience

Bright Pattern

Recently, in my discussions with several customer service customers and prospects, I noticed that even though each conversation was about a specific issue, many of them were ultimately about being able to communicate with customers in context. context in conversation

My July Newsletter is Out!

Jon Arnold

Just a quick heads-up on this. My subscribers already have the curreent edition, and if you'd like to get it, you just need to sign up here - or wander around my website to find a signup page. Of particular interest may be the podcast , where I partner again with long-time colleague Chris Fine.

Do You Know What Makes Your Customers Tick, and What Ticks Them Off?


When was the last time you were asked to provide feedback as a customer? You probably don’t remember. The truth is, you probably were asked but ignored or declined the request due to some level of inconvenience, or you simply didn’t recognize the request.

CX Leaders Demonstrate Higher Levels Of Humanity

Customer Experience Matters

Hopefully you already seen that Temkin Group has called 2018, The Year of Humanity. We’ve been focused on finding ways to help people increase humanity as individuals, as CX professionals, and as a collective community. In our latest survey of CX professionals, we asked respondents to estimate how often employees in their organizations demonstrate three traits of humanity: Embrace diversity. Recognize our differences and find ways to treat people as individuals. Extend compassion.

No, Google’s Duplex is Not Going to Replace Call Centers


The headlines were cranked up to eleven: “Google’s Duplex AI could kill the call center.”. — Quartz. Google Is Reportedly Looking to Take Over Call Centers.”. — Gizmodo. As usual, the press misunderstands the role of the call center, and the forces that might make it grow or sink.