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.

4 Measurements of CX Success in the Outsourced Contact Center


When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. And it is no surprise that the number of home-based customer service agents is expected to grow at a compounded annual growth rate of 36.4%.

15 Ways to Strengthen Your Contact Center

Brad Cleveland

For some contact centers, summer is a slower time of year with fewer customer contacts. If that is true for your center, you might take this time to think of ways to strengthen your center for busier days to come.

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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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.).

Keep Your Call Center At-Home Agents Engaged


Remote employment is becoming increasingly popular across the United States. Working from home gives employees a break from the constant office noise along with the opportunity to embrace a more flexible schedule that improves their work-life balance.

Infographic – Gig Economy and Customer Service Agents


This week we released part two of our Agent Experience Index survey covering the gig economy and how customer service agents feel about it. Currently, 16% of customer service agents are working in the “gig economy” and we expect that number to continue to rise.

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] ).

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.

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 […].

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.

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

Demystifying multi-factor authentication


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

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?

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

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!

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?

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.

5 Tangible Benefits only a Call Center can offer the ISP Industry


The history of ISP or internet service providers might not be that old (a couple of decades actually) but its ever-growing demand is simply outstanding.

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

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.

Results are IN for the 2018 Contact Center Technology Survey

Strategic Contact

Our 2018 contact center technology survey shows that some things never change, even in an era of massive change! It had been six years since we reached out to contact center professionals to take stock of their technology views.

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.

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.

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.

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

Call Recording Laws Around the World - Updated and Current


Any organization which employs call recording software must be aware of the legal requirements that govern the use of such tools. Call recording laws differ among geographic regions. Failure to comply with these legal restrictions could result in severe penalties, both financial as well as reputational. Here is a brief summary of laws in several countries: USA - 12 states in the U.S. require full consent from all parties on a call in order to lawfully record. The remaining states do not.

Why Customer Service is Important for Chiropractors

Abby Connect Virtual Receptionists

If you are a chiropractor, you are often dealing with people's pain, particularly in the spine and musculoskeletal structure. While the patient’s pain may be physical, they may also have emotional and psychological pain. As a pain-relief provider, your customers look up to you as a source of healing, which is why you should ensure that you provide the best customer service possible to them so that their experience with you is always positive.

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.

Increase Contact Center Efficiency with CRM Integrations


Efficiency. It’s a buzzword that has been around a long time in the business world. We are constantly asked to do more and increase efficiency. There is no department where this is more true than in the contact center, and one way to increase efficiency is with integrations. The customer experience can be improved upon by making a multitude of information available to contact center agents, while also increasing efficiency. And the secret lies within contact center and CRM integrations.

CRM 40

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.