Trending Articles

Employee Engagement: Partnering With Your Call Center Staff to Develop Your Culture

Call Center Weekly

By Maurice Helm I understand from experience the life of a call center representative.

Maximize Contact Center Impact and Value

Brad Cleveland

Successful contact centers have transitioned from a rote focus on handling contacts to becoming powerful engines of customer loyalty and strategic value. Find out more about the three levels on which contact centers can create value in a recent course video that I recorded.

One month to go: is your contact centre ready for GDPR yet?


It’s been talked about for what seems like an age, but in just a few weeks it’ll finally become a reality: The General Data Protection Regulation (GDPR) comes into effect on 25 th May 2018.

The Difference Between Customer Focus and… NOT


A potential client called for help. His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t.

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

More Trending

The Facebook Predicament: Investment Protection, Thanks to Aspect


Last week, in the wake of the Cambridge Analytica scandal several companies and celebrities, including SpaceX, Playboy, Will Farrell and Cher left Facebook. Meanwhile, Facebook put a temporary pause on its app review process for new Messenger chatbots.

Are You Keeping Up with Your Customers?


I’ve got good news and bad news for you. The good news is that you no longer have to keep up with your competition; the bad news is that now you have to keep up with your customer – meaning your customer’s expectation of the service that makes you competitive.

211 LA County Brings Customer First Philosophy to Life with NICE inContact Solutions


Ten million residents rely on 211 LA County in a natural disaster or public health emergency.

"Follow the Leader", Featuring Erica Mancuso

Call Center Weekly

What is one thing every company can immediately do, to improve their Voice of the Customer program? There are some elegant ways to improve VOC, and then there’s effective, yet less than elegant ways.

Travel 141

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.

You’re Lookin’ (Too?) Good…

Brad Cleveland

Reporting the contact center in the best possible light can undermine success. There are a lot of ways to produce reports so that the center looks as productive as possible to senior management. However, if you mask serious resource deficiencies or process problems, the center is less likely to get the resources and support it needs. That, in turn, will … Call Center Contact Center Customer Service Leadership Organization and Culture Brad Cleveland Call Center Management On Fast Forward

Breaking the Ice Episode #53: #FreeToHelp w/ Leslie O’Flahavan

Customer Service Life

Episode #53 features our first repeat guest. It’s always a great day when we get to talk customer service with our good friend Leslie O’Flahavan. Leslie is the owner of E-WRITE and the foremost expert on writing for customer service.

5 Top Customer Service Articles For the Week of April 9, 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.

Aspect and Intuit: Helping You Survive Tax Season


April 15 is a date that strikes fear into the hearts of many Americans as they scramble to explain to the IRS how much federal income tax they should be paying.

Trailblazers for the Future

The 4th Industrial Revolution is changing the entire way that customers connect with your business. This complimentary workshop at IDEA Week in South Bend, Indiana has everything you need to know to help agents use today’s multi channel technology to deliver more efficient, effective service — and turn those customers into your new brand ambassadors.

How Can Contact Center Leaders Avoid the 'Mechanical' Approach to Metrics, and Become More Customer Experience Focused?

Call Center Weekly

By Dan MacDougall Contact center metrics are developed to measure operational performance (e.g. Calls Answered Live, Escalation Rate, First Contact Resolution, and Call Volume).

Humanity: You Have A Choice (Video)

Customer Experience Matters

We published this new video, which is part of Temkin Group’s efforts in making 2018 “The Year of Humanity.” ” The post Humanity: You Have A Choice (Video) appeared first on Customer Experience Matters®. Customer experience Humanize CX Temkin Group Video

Steps to Track your Call Center’s Performance using KPIs


Call center monitoring is an ongoing procedure of collecting data, analyzing it and giving feedback. Since it directly affects the customer satisfaction , employee retention, and your bottom line, it is essential to carefully navigate the implementation of certain KPIs or Key Performance Indicators into your call center working strategy to work to your advantage.

Amazing Business Radio: Lars Kristensen


Use Moments of Magic to Transform Customers Into Superfans. How can you get happy customers to become your greatest marketing tool? Shep Hyken sits down with Lars Kristensen, founder of NiceJob , to discuss the importance of customer reviews and making them effective marketing tools. ? ? ? ?. .

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.

Improve Your IVR, Improve the Customer Experience


I’m lucky enough to live in a warm part of the country. Thanks to a certain mouse, is a convention and meeting mecca. This time of year is especially popular for companies in the Midwest who are in the midst of a never-ending winter.

How To Be A Good Customer

Call Center Weekly

By: Anonymous Most companies have a plethora of tutorials, manuals, videos, and webinars on how to use their product. At any given moment, customers can chat, email, or call for help. While most interactions go smoothly, not all do. The contact center must be committed to righting those wrongs.

Accelerate CX Innovation with an Open Development Platform


If you are a software developer then you’re familiar with the adage “code once, use everywhere”. Code reuse saves time. It’s been a programming staple that has evolved from in-app functions to external libraries, to web services. But what does all of this have to do with customer experience?

Why Customer Relationship Management Matters to Your Business


Throughout the history of the business world, customer relationship has played a crucial part in creating a strong personal bond with people.

Do Loyalty Programs Really Create Loyalty?


Lately, I’ve been asked about loyalty programs. Any company can create a loyalty program. But, there is some confusion around what exactly a loyalty program is.

How to Stay Popular in the World of Amazon Prime

Steve DiGioia

This original article was written by Steve DiGioia. According to an article I just read in the Daily, furious Amazon Prime subscribers threaten to file class-action lawsuit after the firm shut down THOUSANDS of accounts without warning.

Do You Have The Right BLEND For Sales?

Call Center Weekly

By Michael Sherlock “Do you care about the environment?” he asked while trying to step in front of me politely while I attempted to entre Whole Foods. Damn! I made eye contact. “Do Do you care about saving homeless starving dogs?”

Sales 141

Why Am I Getting So Many Customer Complaints?

Beyond Philosophy

Why are you getting so many complaints? What are the hidden reasons customers complain? How can you identify what the hidden reasons are and reduce the number of complaints you receive? The post Why Am I Getting So Many Customer Complaints? appeared first on. Podcast


Meeting Customers’ Demands for Tech Support in the Age of IoT


The explosion of billions of physical devices, systems and technologies around the globe and into our lives have provided us with an opportunity to connect to the internet while collecting and sharing data.

Guest Blog: How Online Reviews Fit into the Customer Experience


This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews.

Temkin Experience Ratings Industry Snapshot: Health Plans

Customer Experience Matters

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to TriCare for earning the top customer experience score in the health plan industry.

"Follow the Leader", Featuring Matt Beckwith

Call Center Weekly

Has working in customer service made a positive affect in your personal life? The short answer is: absolutely! I’m not sure if I was drawn to work in customer service because of my natural curiosities and interests or if working in service has created who I am today. I suspect it’s a little of both.

4 Myths About Chat Support. AI to the Rescue?

Customer Service Life

This article was originally published on CustomerThink on February 13, 2018. Click here to read the original. A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents can handle multiple chats concurrently.

Applying ORM Strategy via Call Centers to help Build Brand Loyalty


In our modern times, the internet has turned out to be the most reliable source of information about a person, thing or a business and is currently preferred by 2 out of every 3 individuals.