Trending Articles

IVR: A game of "Chutes and Ladders"?

Call Center Weekly

By Diana Aviles In my career so far, I’ve probably listened to a gazillion calls (or so it seems) in which the first 90 seconds consists of a spirited rant about the IVR.


The Changing Landscape of Employee Engagement

Contact Center Pipeline

Millennials and Gen Z employees are growing in influence of work organizations and cultures, especially call centers and customer service. According to a 2016 Bureau of Labor Statistics report, the median age of an American employee is 42.2

Working in Tandem: Customer Service and Marketing

Call Center Weekly

By Wendy Weinert There are many important departments that make up a well-oiled business machine. None, however are more or less valuable than the other. In fact, they are completely intertwined with one another.

Now What? The Impact of Chaos on Contact Center Operations

Contact Center Pipeline

We have all at one time or another uttered the phrase, “Now what?” According to, this phrase means, “What is going to happen now? What kind of new problem has arisen?” In these days, the question is asked frequently and not always as it relates to the contact center.

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.

More Trending

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!


The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes.

5 Major Criteria To Be An Effective Leader

Call Center Weekly

By Mitch Mitchell Depending what you consider as a good leader, you'll either believe there are lots of good leaders or very few good leaders. As someone who's been ensconced in leadership for a long time I can honestly say that there's a true dearth of effective leaders in the world.

A Call Center and Nonprofit Partnership Connects Homeless with Jobs

Contact Center Pipeline

On a single night in 2017, 553,742 people were experiencing homelessness in the United States, according to the Department of Housing and Urban Development. Millions more live on the brink every day—one life event away from losing income, housing or both.

Guest Blog: Customer Service Training Ideas to Help Build Brand Advocacy


This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken.

Sales 26

Is Your Brand Meeting These 6 Customer Expectations?


You may think that winning customer loyalty is all about offering the best products and services. While this may have been true in the past, it’s not so simple anymore. Customers today want to feel respected, understood, and excited when they interact with your company. According to a study of customer emotions conducted by Motista, customers who feel both satisfied and emotionally connected to a brand are 52% more valuable than those who are just highly satisfied.

The customer conniption! Identifying the ‘final straw’ moment


Every day, every week, every month, every year, I learn something new.

Customer Experience is Driving the Need for Ethnographic Research to Understand Why Customers Do What They Do

Call Center Weekly

By Darcy Bevelacqua Customer Experience is Everywhere From marketing to customer service to the boardroom, it’s recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value (LTV).

Contact Center Pipeline Magazine: Inside Our February 2018 Issue

Contact Center Pipeline

On Super Bowl Sunday, we watch to see if our favored team will be the winner… or the loser. There are coaches, trainers, sports medicine teams and a host of support staff helping to get the most out of their players to deliver results. This sounds familiar to what we do every day in our […].

How We Built the Wine Bot Margot for Lidl


It was mid-July 2017 when I got an email from a sales colleague about a potential chatbot opportunity with a short window to respond. The prospective customer was the UK branch of supermarket chain Lidl.

How to Optimize Digital Customer Engagement


Is your company providing a great digital experience? You may think so, but your customers may disagree. A recent study by Conduent, which surveyed customers in the U.S. and Europe, found that 47% were not satisfied with their overall experiences. This statistic is hardly unique, as many studies reveal the same sentiment. The more companies strive to implement technology in their customer service practices, the more they struggle to offer seamless experiences.

Amazon’s Latest Experiment – Will It Work?

Beyond Philosophy

The new cashierless Amazon Go store is open for business in Seattle , and it could revolutionize the way we shop. At least that’s what some people think. Personally, I’m not so sure.

"Follow The Leader", Featuring Annette Franz

Call Center Weekly

Along with traditional satisfaction measurements, what else should organizations focus on, to ensure an accurate assessment of customer experience? I typically focus on a three-pronged approach to assessing the customer experience. Listen.

Create a Coaching Culture

Contact Center Pipeline

Mention the word “coaching,” and most contact center professionals might think of the supervisor-to-agent feedback session that takes place as part of the QM process.

Customers Are Willing to Pay a Lot More for a Better Customer Service Experience, if They Get to Tell You Exactly What That Is


The annual Aspect Consumer Experience Index is out but before we dive into the data, I want to take a look at some things going on in the customer service market that will give us a little perspective first.

Personalized Service vs. Privacy: When Customers Want Both

Ian Jacobs

This is a guest post by Sarah Dawson, a Research Associate on the Application Development & Delivery (AD&D) team. Your customers are walking, talking contradictions.

Are you #FreeToHelpYourself? A look at self-care in the workplace

Customer Service Life

The #FreeToHelp movement focuses on how free your customer service agents are to help customers. This is an important component to the overarching customer experience. The idea is – the happier your agents, the happier your customers.

Introducing the CCXP Exam Simulator


If you have ever met me, or indeed read anything I have written, it is extremely likely you will know that I am rather passionate about the Customer Experience (CX) Profession. In fact, anyone who comes in to contact with me via any means will almost certainly fail to avoid that fact!

Sales 14

Are You So Good Your Customers Would Pay You Double?


What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. Really? That’s it? That’s all they want? We already give great customer service. This will be a piece of cake! (Or, Or, will it?).

Sales 15

Selecting the Right Recorder to Power your Speech Analytics


Speech analytics can help your contact center and business garner invaluable customer intelligence which you can use to dramatically enhance service, increase sales conversion percentages, understand buying behaviors, rescue defecting customers and so much more. The applications are truly endless.

APIs 13

Reduce Repetition with an Omnichannel Customer Experience


Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video.

Is Chat Eating into Phone-Based Customer Service?


Chat-based customer service is growing quickly. But there’s one central question that I think is not being addressed as critically as it should: Is chat acting as a substitute for phone calls? This is a harder question to answer than you might think.

My Latest Cisco White Paper: AI in the Contact Center

Jon Arnold

If you follow me, you'll know I've been way busy lately. Included in that mix is a white paper I've been doing for Cisco. Everyone is trying to assess what AI can really bring to the contact center, and to help educate the market, they engaged me to produce this vendor-neutral white paper.

The 90s Called – They Want Their Contact Center Back.


Contact centers and Millennials seem to have a mutual love of the 90s. But, it’s killing productivity and agent satisfaction. It’s time to upgrade - here’s why. [.]. Read More. The post The 90s Called – They Want Their Contact Center Back. appeared first on Sharpen Contact Center Software. Customer Experience

Top 3 Benefits and Best Practices of Contact Center Modernization


Some things never go out of style, like The Beatles, evenings by the fireplace and homemade apple pie. Unfortunately, your contact center isn’t one of them, and if you haven’t replaced or upgraded your solutions recently, there’s a good chance your customers have noticed.

Contact Center Resolution Number 2 – Improve AHT and Agent Engagement with Screen Pops


“Hello Lauren, thank you for contacting customer service, what can I help you with today?” Doesn’t that start your customer experience off right? In order to customize your communication, companies use agent screen pops to aid in the journey.

Customer Experience Pain Point: Updating a Credit Card Expiration Date

Toister Performance Solutions

Your credit or debit card expires every few years. When it does, one of the required chores is updating all the accounts that card is linked to for automatic payments. This recently happened to me. What's fascinating is how widely this experience varies from company to company.

Avaya Accelerates its Cloud Pivot with Reorg and Spoken Acquisition


Last week was a big one for Avaya as they held their first customer conference since emerging from bankruptcy at the end of last year. The newly public company ( NYSE:AVYA ) was eager to show strength and forward momentum.

Escaping the deserted island of strategy. A Customer Experience perspective from Manuela Pifani


As many of my followers are aware, one of the highlights of my year is having the honour of participating as a judge at the UK Customer Experience Awards. Three years ago, when Manuela Pifani entered the judging room, I expected to be impressed, but was not expecting to be overwhelmed.