Trending Articles

Why Don’t People Say What They Mean?

Beyond Philosophy

People do not say what they mean or, it seems, what they are thinking. If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience.

Letting Customers Depart Gracefully

Contact Center Pipeline

“Ride our bike for 50 days; if you don’t like it, return it, no questions asked.” Cancel your subscription for those razor blades—it’s OK, we understand.” “Try

How Does Time Of Day Affect How Much We Sell?

Beyond Philosophy

Does the time of the day that you sell or deal with your customers affect how much they buy or how they see your customer experience. The answer is yes, but why is this the case and what should you do about this? The post How Does Time Of Day Affect How Much We Sell? appeared first on. Podcast

Guest Blog: How Live Chat Can Improve Conversion Rate For Your Business


This week we feature an article by David Olson who shares tips on how to use live chat software correctly. – Shep Hyken. The modern marketplace offers many different ways to make your business and employees more productive.

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Onwards and Cloudwards! Explore your options for moving towards the cloud

Hear from independent research analyst Jon Arnold and our very own Barbara Gonzalez, VP of Global Business Consulting, on this topic as they discuss the forces driving the move to the cloud and the options for businesses when change becomes mandatory.

Listening & Empathy Is Key To Stemming The Tide Of Customer Churn


The CallMiner Index UK uncovered that call centres play a pivotal role in a consumer’s decision to switch their suppliers or stay loyal. In fact, the report reveals that 68% of customers are very or extremely likely to switch suppliers if they have a bad experience with a call centre.

Convenience is King for Millennials in Customer Service


Millennials often get saddled with a negative reputation. But now that this generation has become the single largest age group in the U.S. workforce, and is projected to spend $1.4 trillion annually by 2020, they are a force that businesses can’t afford to overlook.

More Trending

Recipe for coaching agents in 30 minutes per day


The key ingredient to a top-performing team of agents is an all-star coach. They’re the coaches who know that actionable and relevant feedback have a profound impact on their team, so they make it their priority. Yep, even above all. Read More.

What to Do When Your IVR Goes Out of Support

Contact Center Pipeline

As some folks gaze into the future, they see a world filled with smartphones where users routinely text instead of call. With that in mind, they’re reluctant to invest in voice-based technology—especially IVR—given an expectation that its days are numbered. But wait!

How to Use Social Media to Support Your Customers


Tweet. As early as the 19th century, “tweet” was a charming term in the English language, evocative of the gentle vocal stylings of small birds. Now it refers to the music of a rather different beast , one that, at its loudest, can deafen and defeat businesses. Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers.

How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

I have a real problem with patience as far as my network is concerned. When the internet is slow, I throw all my toys out of the crib. It’s maddening. The good news for me is that the 5G network is coming. The bad news is that the 5G build-out is lagging behind many other countries in the U.S.,

Don’t Waste Your Money on Empathy Training

Call Center Coach

Don’t Waste Your Money on Empathy Training! Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. If you want to build empathy skills in agents, you need to have the right mindset and take the right actions.

5 Common Mistakes in the Small Contact Center

JM Robbins & Associates

Life in the contact center can be rough. It’s a volatile business that relies on a perfectly blended combination of people, processes, and technologies to ensure success every single day.

Why It’s Time for Your Contact Center to Embrace Omnichannel

Contact Center Pipeline

In today’s digital era, customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one single cohesive unit.

Customer Irritation Erodes the Experience You Deliver

Call Center Weekly

I was recently at a business conference at a highly regarded venue. The presenter was wonderful and provided lots of strategies, techniques, and solutions for those in attendance. Participants walked away with a wealth of knowledge and takeaways ready to implement in their companies.

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The Residual Benefits of Working With a Call Coach

CallSource Insights

Sure, call coaches help you improve phone skills – but the lingering effects can also make it well worth your time, too. If you’ve been keeping up with our blogs, you know we truly believe in the benefits of your business working with a third party call coach to improve call handler phone skills.

10 Ways to Reduce Call Center Attrition and Improve Agent Engagement


By Francis Cyriac. Cramped in a cubicle for 9-10 hours a day, leashed to a desktop, answering calls of angry and frustrated customers, and getting paid $10/hour is not exactly a lucrative profile. While not every call center fits the description above, many do.

5 Benefits of Blended Call Center You Should be Aware of


Utilizing the time of agents is currently one of the most challenging aspects of the call center industry. Often, call center supervisors can be seen distributing and redistributing resources repeatedly to different departments and operations.

Enhance Contact Center Engagement and Performance with Meaningful Recognition

Contact Center Pipeline

In the contact center, recognition for a job well done does wonders for boosting morale and motivation.

Workforce Management's Impact on Customer Service

Call Center Weekly

Workforce Management drives CX A biker friend of mine recommended a book to me called “Freedom” written by Sonny Barger – yes “that” Sonny Barger – a founding member and former Oakland Chapter President of the Hell’s Angels.

5 Top Customer Service Articles for the Week of September 17, 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.

The Nature of Contact Center Work

Brad Cleveland

People who are new to contact centers are often surprised at how different they are compared to other work environments. The workload is so variable and timing is so critical. This is all true, so it can be helpful to better understand the nature of contact center work.

Combating global phone fraud


Keeping up with effective authentication solutions to combat phone fraud and identify callers more efficiently is a growing challenge for contact centers around the globe.

Mapping your customer journey is just the first step


The customer journey is a great way to conceptualize the time it takes for customers to become aware of your product all the way through to shouting their praise from the rooftops. Each step the customer takes moves them closer, or further away, from your intended goal.

"Follow The Leader", Featuring Janet Poklemba

Call Center Weekly

How do you create actionable goals, from the knowledge acquired at a conference? I’ve always considered conferences to be valuable experiences that allow me to learn more about our industry, and to stay on top of trends, technology and innovation.

5 Simple Changes You Can Make TODAY to Improve B2B Customer Retention

B2B Customer Service Blog - TeamSupport

While it’s fun to talk about customer support strategy and the future of the industry, sometimes all you need is that “extra little bit” to push your team over the edge and into greatness. Maybe it’s just a few more positive reviews to hit a milestone or one more contract renewal to break even!

AI Could Add 60,000 Jobs By 2020

Branch Mesenger

Here's the stories we're reading about the world of commerce, retail and work this week: ?? AI Could Create 60,000 Jobs by 2020. ?? Insta-Shopping. ?? Kodak Develops Clothing Line. ?? Higher Wages, Paid Time Off Lures Seasonal Retail Employees. ?? Noodles Announces New Maternity Leave Policy. ??

CRMs Don’t Do Contact Center Solutions

Bright Pattern

Your Customer Relationship Management (CRM) software is powerful in its own right, but it’s not a complete contact center solution.

Cloud Call Centers: Why All-in-One Integration Matters

Return Customer

As a business owner, you’re likely familiar with tools and resources for online integration. However, despite a number of options at your fingertips, many of these online tools have limitations.

Next Stop - SCTC Conference, My Locknote, and Music from Little Pink!

Jon Arnold

If you’re a card-carrying digital immigrant, the above title should grab you right away. First, the easy stuff. Just doing a shout-out for the SCTC’s annual conference , this year being held in Annapolis, MD.

Customer Experience – No, Not That

Contact Center Geek

Guest post from Dr. Debra Bentson We talk a lot in the Customer Experience space about how to deliver CX – I’m putting this topic on its head to share a few things about customer experience.

Meet the CallSource Team: An Interview with Kyle Klimusko

CallSource Insights

Each month, we sit down with a CallSource employee to get to know them and their role a bit more. Name: Kyle Klimusko. Title: Finance Manager. When did you start working for CS? I was a temp hire in 2010, and then rejoined the company in February 2014. What position did you start in?

Video Interviews, the new normal

Taylor Reach Group

By: John Cockerill. Recently TRG needed to hire a new social media coordinator. We decided to do initial interviews using online video via Skype. Our colleagues, vendors, and customers are often remote, traveling, on client sites or situation where video is the best way to communicate.

Improving CX (and Other Desired Results): The Quality Conversation Imperative

Robert Davis

By Brad Baumunk , President and COO, Robert C. Davis and Associates. What differentiates you from your competition? In today’s world, your customer experience (or CX) matters more than ever. In your contact center, the CX starts as soon as callers dial your number and get in to your system.

Collaboration Vendors to Watch - Our BCStrategies Podcast

Jon Arnold

Been offline a few days, but now back to posting. Getting real busy again on a few fronts, and before things get too hectic, I’ve been meaning to share this podcast. As part of BCStrategies , we record podcasts regularly, and this is a topic we’ve been meaning to do for a while.


4 Ways Data Analytics Transforms the CX

The Northridge Group

Today’s business environment is constantly evolving, but the consumer’s expectations are as focused as ever on the fundamentals of genuine, personalized, effortless and effective service.

12 Principles for Building Profitable Customer Relationships

Brad Cleveland

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?