Trending Articles

Service Level: Realistic Targets, Taken Seriously

Brad Cleveland

If your operation is chronically missing your service level target, it may be an indication of a fundamental misconception about the importance of service level. You’ll need to focus on a service level objective that your center can realistically achieve.

For a Successful CX You Must Have a Successful EX


A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. So, let’s look at the inside of the company.

The High Cost of Poor Workplace Culture

Call Center Weekly

By Anonymous Log into your programs, put your headset on and turn on your phone. That first call of the day means so little to you because you take hundreds of calls a week that are exactly like the one you are about to take.

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Building a Workforce in Alignment with a Customer-Driven Approach


Today’s fast-changing world along with its disruptive technology and digitization of almost everything known to mankind has irrevocably altered our business world and ushered us into a new era of consumerism.

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

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Guest Blog: What’s Most Vital to Success: Product, Price, or Experience?


This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken.

How Customer Onboarding Can Help Improve Loyalty

Return Customer

A recent study by Accenture found that over 90 percent of companies today have some kind of customer loyalty programs in place. Yet, over 71% of customers surveyed by the researchers said that these programs do not really engender loyalty.

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How Should You Set Your Price For Best Results?

Beyond Philosophy

How should I set the price for my product or service? Colin Shaw and Professor Ryan Hamilton discuss how customers separate money into different mental accounts based on many subjective criteria. What does this mean for your pricing policy? The post How Should You Set Your Price For Best Results?

Building a Fully-Integrated Contact Center with Amazon Connect and Salesforce

Aria Solutions

When AWS launched the Amazon Connect cloud-based contact center service, our breath was taken away by the power and the flexibility – making us quickly become one of the first APN partners and take part in creating new add-on functionality and services.

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.

Free Conversation Starters for Parent Engagement


Help parents engage in their child’s learning with a free printable handout of 17 parent conversation starters. We know that students perform better at school when their parents are actively involved in their education.

5 Top Customer Service Articles For the Week of May 14, 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.

6 Ways to Reduce Call-backs with the Right Language


A significant goal for your call center is how to improve first call resolution (FCR) rates and reduce call-backs from customers.

Are You A Complainer Or A Realist?

Beyond Philosophy

A difference exists between what people say they will do and what people do. People say they want salads in theme parks but order hamburgers. People say they want to save the planet but then ignore the recycling bin.

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.

Why the Retail Industry Is Shifting to Direct-to-Consumer Sales

Win the Customer

Abercrombie & Fitch is counting on direct-to-consumer (DTC) sales to counter the retail apocalypse, Columbus Business First reports. Despite closing 400 stores over the last few years and the prospect of 60 percent of its U.S.

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Bright Pattern Named in “20 Most Promising Enterprise Communication Solution Providers of 2018” by CIOReview

Bright Pattern

Enterprise communications is getting increasingly complicated, but “implementing an effective enterprise communications infrastructure will help companies gain the competitive advantage over their compeers in the marketplace, owing to their increased workplace productivity facilitated by seamless communication,” said CIOReview. Enterprise Communication Solution

Amazing Business Radio: Joshua March


The Future is Here: Artificial Intelligence and Bots in Customer Service. How will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. ? ? ?.

Reducing friction to deepen the client relationship


We carry our telephones with us all the time. Because of this, the phone has not only become the most important communication tool we’ve got, it’s also the most powerful token out there for caller authentication.? .

See you at the ICMI Contact Center Expo


Next week, a couple of the Aspect team members are heading off to Disney World! No, not to visit Minnie & Mickey but to attend the ICMI Contact Center Expo. The expo unites professionals looking to further their knowledge in an industry that is under constant transformation.

Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic


The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able to achieve my ambition without the support of many people.

Ten Years, Ten Lessons: Memoir of a CX Neophyte

CX Accelerator

Ten years is a great deal of time in the life of a mortal. Considering the average life expectancy of a white bloke in the state of Tennessee is only 73.94 years, this is a really long time. Apparently I’d live eight years longer if I moved to Hawaii? Something to ponder for the future. ??

The Best Way To Prevent Customers From Tweeting Complaints

Toister Performance Solutions

Last March, Shannon Watts tweeted a complaint about United Airlines. Watts had observed what she believed to be poor treatment from a United gate agent towards several other passengers and she took to Twitter to voice her displeasure. The tweet went viral and eventually made national headlines.

Limitations in KBA technologies


A curious trend is taking place in caller authentication.

It’s Time to Bring the IT Service Management Discipline to Contact Centers

Bright Pattern

For digital enterprises, the ability to have up-to-date applications is extremely important. As today’s contact centers become increasingly digital, businesses need to be able to upgrade mission-critical applications without disrupting services. IT service management contact center Gartner

We’re a winner! Aspect Verify™ gets top prize in Security Solution of the Year category at UK Cloud Awards


Some great news from the UK Cloud Awards – we were named the winner in the Security Solution of the Year category for Aspect Verify!

5 Rules Anyone Working in Customer Service Should Know


In any industry, sport, or even a good game of poker, success hinges upon a confluence of many factors: Skill, experience, and favorable timing all shape the path towards becoming a champion. Still, it’s easy to get distracted from the basics and take your eye off of the ball.

Five Reasons Why You Should Evaluate Your Training Programs

Toister Performance Solutions

There's one question I always ask project sponsors who request training. It's a bit of a show stopper because 90 percent of the time my client hasn't thought of the answer. How will we evaluate the success of this program? A good answer can drive results.

Humans vs. Robots: Why AI Won’t Replace Humans in the Call Center


Artificial Intelligence (AI) and Robotic Process Automation (RPA) in Call Centers. Artificial intelligence (AI) is one of the hottest topics in call centers today. Strategic debates regarding its application for customer service, the potential for job disruption and the ethical issues surrounding human work displacement are taking place in boardrooms around the globe.

The More, The Merrier! Staff to Help Customers in Grocery Stores

The Center for Client Retention

We all have to eat. Where we buy our groceries is a matter of choice and there are many. However, even with the option of the digital marketplace, Americans shop at the physical grocery store and spend a good portion of their budget there. According to a Wall Street Journal article by Heather Haddon, on April 11 th , Kroger, one of the largest supermarket chains in the country, is bulking up their staffing.

The Future of VoC Actionable Insights: Assistance Engines

Customer Experience Matters

Earlier this week I gave a speech called “The Future of CX: Humanistic, Prescriptive, and Responsive.” ” During that session, I discussed a missing link in today’s VoC technology: Assistance Engines. Here’s a picture of the future that I have in mind. Before I describe Assistance Engines, I want to go back to 2010 when I labelled VoC technologies as Customer Insight & Action (CIA) Platforms.

Are you 'GDPR Call-Recording Ready'?


The General Data Protection Regulation (GDPR) is coming into effect in 10 days, on May 25, and for any company in any industry that records calls, there are some thinks you really need to know. Here are several suggestions to carefully consider in order to become GDPR Call-Recording Ready. Plus, you want to do everything you can to avoid a fine up to 4% of your total annual revenue. Create a new policy for gaining called-party permission (verbally to record).

Join Us - Fonolo's Next Google Hangout - Top Call Center Metrics

Jon Arnold

I've been following Toronto-based Fonolo for years, and they continue to stay on the leading edge of contact center technology. CEO Shai Berger hosts occasional Google Hangout panel discussions, and I'll be on the next one, taking place on May 31 at 3pm EST. We'll be joined by Daniel Hong from Forrester, and Kevin Brown of Banner Health. This is a live broadcast, and to register, all the details are here. Contact Center User Experience Big Data

Workforce AI: The Driverless Contact Center


Are there any two words that strike more hopeful excitement and visceral fear into the hearts of men and women than “Artificial Intelligence”?